GM - Service Operations

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

Back Office Cluster Lead

Job Level/ Designation

M3

Function / Department

Customer Service – Corporate/Service Partner Operations

Location

Noida (North Back Office Cluster)

No of Positions

1

Job Purpose

Position will be responsible for managing Back Office Cluster operations in clusters through outsourced partners as a part of Service Partner operations . This role is responsible for servicing customer complaints & requests received through CRM, Emails, specialized desks (chat/inbound Voice) etc. Responsibilities to own and deliver the defined KPIs and Enriched Customer Experience for the cluster –through strategic planning, consistent execution, quality of work, collaborative and robust engagement with partners and circles. Involves ensuring strong focus on driving enriched customer experience and augment people capabilities across BO areas. Build domain knowledge, consumer and cross channel insights, leading to various proactive and reactive changes in customer experience journey in this channel ensuring that we offer Best in Class Service and Experience to customers approaching through Email and other Channel. Improve overall resolution centric approach in all transactions to improve customer satisfaction and reduce repeat.

Key Result Areas/Accountabilities

• Customer Service Operations – Manage and deliver the operational and qualitative KPIs through engagement, periodic reviews and governance with internal teams and circles to deliver key targeted customer experience outcomes delivered the Cluster team.
• Operational Delivery – Implement and drive Governance and Control to ensure delivery of the cluster team KPI’s namely TAT, TNPS, repeat interactions, NPS, FTF, LTR, Response time, quality etc.
• Governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by the process.
• Collaborating with senior management, stakeholders, business partners, customers and team members to deliver responsive and quality strategic, operational and business outcomes.
• Continuous improvement of process and corrections liaising with circle and corporate teams,
• Cost Planning – Plan, Budget and track cost for the cluster and ensure budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes.
• People Management – Stakeholder Management on account of driving operational and qualitative KPI’s. Strong Partner & Circle Management and Corporate interface
• Partner engagement- conduct regular reviews and engagement to ensure partner deliverables and satisfaction.
• Ensure Sustenance and Improvement and explore opportunities for automation & Digitization
  
  
  

Core Competencies, Knowledge, Experience

• Customer service operations
• Strategy Planning & Implementation
• People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business.
• Strong Execution skills – Extracting deliverables on a day-to-day, month-on-month and quarter-on-quarter basis for the Cluster.
  
  
  

Must Have Technical / Professional Qualifications

• Graduate/Post Graduate/ MBA with a min 12 + years of experience in various customer service roles with experience in managing similar role in the last 3 years
• Exposure to reporting and analytics tools
  
  
  

Who Can Apply

Corporate & Circle colleagues currently handling similar roles are eligible.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership