Posted:4 weeks ago|
Platform:
On-site
Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
Job Description – AGM – Lead-CS National Partner Operations- Enterprise Business
Role title: Lead-CS National Partner Operations- Enterprise Business
Function: Enterprise Business
Band: M-2
Department: CS- Enterprise Business
Reports to: GM -Enterprise Mobility support
Location: Pune- Corporate
Role purpose:
Key accountabilities and decision ownership
Service Performance and Operations Support for EBO
Operation Management: Implement and drive Governance and Control to deliver contact Centre KPI targets for the team and LOB. Monitor the Service performance, formulate comprehensive strategy plan to ensure successful delivery on time and within budget. Ability to Handle Incident, Problem and Change management
Interfaces with Customers/Stakeholders: Manage customer /stakeholder relationships, their expectations (and define acceptance criteria), and to understand requirements of business and customer to ensure they are translated into technical delivery
Partner Management: Periodic performance reviews with Partners against defined deliverables and engage with partners to drive improvements.
Ensure Opex is within allocated budget
Team Management: Effectively manage team through robust performance management and keep the team highly motivated to help deliver to the performance targets through strong/consistent employee engagement activities. Mentor, coach and educate all employees on operational policies and procedures.
Process improvement project: Redesigning of existing Process and realigning all the Partners to follow the same Guidelines. New Product Onboarding and Service Strategies. Setting up Process and creating SOW and LWI.
Core competencies, knowledge and experience
Must have technical / professional qualifications:
Budget owned:
Key performance indicators:
Direct reports: 0
Dotted reports:
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
Vodafone Idea
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