General Manager Consumer Operation

About VOIS

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Over 29,000 highly skilled individuals are dedicated to being Vodafone Group's partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

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About VOIS India

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What you'll do

• Lead the delivery of best-in-class services to VOIS clients, ensuring alignment with strategic objectives and account growth.
• Manage account P&L, service revenue retention, billed work, and partner satisfaction.
• Identify and resolve service gaps to prevent customer complaints and maintain competitive rankings.
• Oversee compliance, business continuity planning, and consistent service delivery across locations.
• Drive revenue through Sales through Service and Cross Sell initiatives, supporting market expansion.
• Collaborate with operations managers and partners to improve First Contact Resolution and Net Promoter Score.
• Define operational frameworks and lead business plan implementation with local market leadership.
• Translate service agreements and functional plans into actionable roadmaps.
• Engage with stakeholders to ensure service operational requirements are met.
• Compile customer requirements and ensure consistent partner experience.
• Monitor and improve KPIs including service levels, quality standards, and customer satisfaction.
• Lead performance and experience initiatives including NPS, FCR, and engagement scores.
• Grow business with existing partners and manage end-to-end customer experience.
• Handle escalated customer cases and drive continuous improvement.

Who you are

• Committed to putting customers first and delivering results through collaboration.
• Skilled in managing change and making a personal impact.
• Strong communicator with internal and external stakeholders.
• Advanced knowledge of customer care and service channels.
• Proven ability to build and grow business relationships.
• Experienced in business-critical projects and commercial awareness.
• Proficient in data analysis and translating metrics into customer insights.
• Highly motivated, objective-focused, and passionate about customer experience.
• Skilled in Excel, PowerPoint, Access, Visio, and project tools.
• Willing to travel quarterly.
• Background in offshoring is essential.

Not a perfect fit

Worried that you don't meet all the desired criteria exactly At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you're excited about this role but your experience doesn't align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.

VOIS Equal Opportunity Employer Commitment

India:

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Top 10 Best Workplaces for Millennials, Equity, and Inclusion

By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!

Apply now, and we'll be in touch!