AGM-Regional Service And Collection Lead

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.

Were 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.

VILs 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- Regional Service & Collection Lead

Function / Department

Enterprise-Customer Service

Location

Kolkata, West Bengal

Job Purpose

Role purpose: To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set of enterprise accounts across all segments & collections across account categories, to drive net promoter score and CSAT index across segments, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, ensure that virtual service management teams are well supportedacross the region, act as the fast track intermediary and escalation point where a physical visit may be required & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives

Key accountabilities and decision ownership : Strategic v Define and execute strategic initiatives on service & collections including account coverage, level 2 customer responses, requests & complaints handling, compliance to standard servicing norms across segments to enhance competitive position in the region v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc. v Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Core competencies, knowledge and experience [max 5]: v 10+ years of experience in leading a customer service team, with exposure to service assurance and partner management. v Experience in managing ‘C’ levels & customer facing roles v Proven track record in meeting service levels and NPS targetsin different situations. v Prior experience in B2B or Telecom B2B v Ability to manage in a dynamic, high growth, high uncertainty environment

Operational v Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for virtual service manager, thereby ensuring minimum service level breaches v Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes v Revenue enhancement through service led upsell/ cross-sell measures & campaigns v Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. v Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve v Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base. v Build a strong feedback mechanism through continuous engagement with partner, internal stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processes v Manage the financial aspects by ensuring all contracted services are billed accurately and as per the contracted frequency, and that any issues preventing payment of invoices are resolved in a timely manner

Core Competencies, Knowledge, Experience

Must have technical / professional qualifications:

Desired Competencies/ Skills v Powerful influencing/ negotiation skills .Effective communication & relationship management skills v Proven ability to function within a matrix organization. v Strong analytical skills & ability to balance conflicting business & customer interests. v Experience in handling CS, CVM & Collectionsin a B2B environment

Developmental v Creating an environment of high engagement during change management, challenge & motivate the partner for higher accomplishments v Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)

Key performance indicators : 1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI’s for customer engagement – service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket)

Direct reports - 3 RASM across East

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership