GM - Product Head - Smart Central

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 Title
  
  
  

• Job Purpose
• Operational excellence – Own & Lead in delivering Operational excellence of Smart central platform & deliver customer experience hence ensuring consistent revenue target achievements.
• Driver thought leadership – Demonstrate skills on execution and capability to win more in the market place, be ahead of the curve, 360 degree view of the IoT ecosystem, Leading & steering cross-functional discussions to achieve common agreed goal & mission.
• Product innovation & Portfolio development – Ensure deliveries & GTM strategies for NPD in line with IoT LoB roadmap, Constantly do Map Gap analysis, evaluate Golbal Telco practices & Indian Telco/SI competition insights for PLCM.
• Service Excellence & CXX - Listen to the voice of customer and provide actionable insight, Strategize & deliver Digital journeys across the SELL BUILD RUN lifecycle & hence improve the experience of customers during the entire journey from purchase to exit, use to cutting edge AI/ML tools to enhance CXX (internal & external)
• Key Accountabilities / Key Result Areas (Max 5)
  
  

• Define and execute the customer service wrap, SLAs, design and strategy for enterprise IoT line of Business.
  
  
  

• Define and measure assets and resources invested in OR used to generate business results (e.g. spent on research and development, resources allocated for training and development of people, quality of material/product, various operational KPIs such as SLAs, CPS, Productivity, Rewards and Recognition, Customer Loyalty programs etc.)
• Development of business case, budgeting and monitoring of spends at actuals against budgets allocated
• Design and measure financial and non-financial results of business and service operations e.g. revenues, no. of new customers acquired across various product categories
  
  
  

• Design, develop and adherence of the governance mechanisms for operations through process audits, inspections, mystery audits, physical partner site visits, reviews and tracking of actionable
• Design and develop customer research and insights through TNPS and NPS programs thereby measure predictors of success/failure
• Ensure continual improvement through actionable tracking, quality projects and process re-engineering
  
  
  

• Design, develop and adherence of the project plan around various milestones and tasks
• Engage with cross functions and stake holders for enabling requirements, conducting clarification workshops, documenting changes and seek necessary approvals for closures
• Continuous review and governance for ensuring timely completion
  
  
  

• Develop team through continuous assessments, identification of training needs with the help of tools and enabling relevant certification through internal learning and development modules thereby building capabilities
• Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
• 12+ years of experience in leading a customer service team/s with exposure to managing various facets of service delivery. Should possess strong domain expertise with skills related to business process management, project management, stakeholder management and customer experience management.
• Experience in managing Digital transformation projects for a reputed organization
• Proven track record around strong planning, design and execution of service excellence and operations
  
  
  

• Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization
• Experience in handling Product Management role in a B2B environment
• Experience in handling Business Processes design & delivery
  
  
  

• University Degree in Business/ MBA along with technical qualifications, or equivalent qualification
• Key Performance Indicators (Max 5)
• Drive Customer First agenda - NPS and TNPS Scores
• Leverage scale benefits and operating efficiencies – Reduce Cost to serve by building efficiencies in operations through FTR.
• Drive core business by winning in our market place - Best in class matrices for leading our value proposition aided by adoption of our digital agenda.
• Deliver big bets for driving future growth- Launch of New Services and Products
• CXX & Customer engagement
• Job purpose of Direct Reports & Dotted Reports