AGM - Service Operations (TrvlPass)

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.

Role

AGM – Customer Service Operations (TrvlPass)

Job Level / Designation

M2/AGM

Function / Department

Customer Support for Digital Partnerships

Location

Corporate Office, Mumbai

Context for the new role

The role is responsible for managing end-to-end customer service operations for Vi’s new division for International roaming across live agents and chatbot operations, both developed and operated by external agencies. Based at Vi, the role ensures structured execution through process governance, agency management, internal team supervision, and CSAT/NPS ownership. This includes constant coordination with internal functions (product, tech, legal, marketing) and vendors to deliver a seamless and scalable service experience.

Proposal

We propose the creation of an Assistant General Manager – Customer Service Support and Operations role to support Vi’s strategic agenda for the new division under International Roaming.

Job Purpose

To lead and manage customer service support and operations. The role ensures service excellence, process alignment, agency management, stakeholder management, and continuous improvement of support systems to enhance customer satisfaction and operational efficiency. Manage the MIS and the entire reporting for TrvlPass

End-to-End Service Ops

Key Result Areas / Accountabilities

Oversee live chat and chatbot support, ensure day-to-day delivery by agency partners, and manage internal CS supervisor.

Chatbot Governance

Manage FAQs, workflows, escalations, fallback journeys with agency; track metrics like containment, drop-off, bounce

Vendor Oversight

Run regular reviews, drive SLAs, track performance dashboards, and ensure RCA closure for escalations

Internal Process Alignment

Define SOPs (refunds, subscription issues, failures), ensure internal readiness, and training documentation

Escalation & Feedback Management

Handle priority escalations and VIP cases; govern feedback loops and incorporate service learnings.Tool & Licensing ControlOversee chatbot/tool licensing, API usage, renewals; align with legal, tech, procurement teams.

Performance Metrics

Track and drive improvements in CSAT, NPS, FTR, AHT; align on insights with cross-functional teams

Key Performance Indicators

Customer Satisfaction Score ( CSAT)First Contact Resolution (FCR)Chatbot Deflection Rate (CDR)SLA ComplianceAverage Resolution Time (SRT)

Core Competencies, Knowledge, Experience

8–12 years in customer service, with hands-on experience managing outsourced live/chat support.Strong grasp of CSAT, AHT, escalation handling, SOPs, RCA & ticket governance.Working knowledge of platforms like Freshdesk/Zendesk, Yellow.ai, basic API understandingExperience working cross-functionality across tech, product, legal & marketingComfortable with dashboards, reports, drawing insights from user and support data.

Must Have Technical / Professional Qualifications

Graduate (mandatory), MBA preferredStrong vendor governance and service mindsetExcellent communication, structured thinking, escalation handling

Prior Experience With Digital-first Or Platform Businesses Preferred

Industries to look from

Digital Platforms, Telcos, Aggregators, BPOs, TravelTech, eCommerce, International Platforms, eSIM startups

Ideal Organizations to look from

Airtel IR, Jio IR, Vodafone UK, MMT, Skyscanner, Teleperformance, Haptik

Team Size

NA

Business Size

NA

Vodafone Idea Limited

(formerly Idea Cellular Limited)An Aditya Birla Group & Vodafone partnership