Manager - Regional Account Service
Vodafone Idea Limited
Date: 3 weeks ago
City: Guwahati, Assam
Contract type: Full time
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
Regional Account Service Manager
Function / Department
Enterprise(customer Service)
Location
Guwahati , ANE
Job Purpose
To support & execute the service strategy thereby ensuring benchmark levels of service & collections across
the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in
class customer experience, 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 drive
customer engagement programs, lead service improvement / development plans, to enhance revenue by
creating stickiness through various CVM campaigns, to drive collections (receivables) through focused
proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve
customer experience that can support the organisation’s vision & objectives.
Core Competencies, Knowledge, Experience
Strategic
v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order 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 Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
v Customer engagement via digital medium, field interactions, formal service reviews, other
engagement programs that cater to the customer’s evolving service needs. v
Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.
Must Have Technical / Professional Qualifications
University Degree / MBA along with technical qualifications or equivalent
v ITIL Certification on Foundation, Service Operations
Ability to manage “C” level engagement.
v Prior experience in B2B or Telecom B2B
Powerful influencing & negotiation skills.
v Effective communication & relationship management skills
v Proven ability to function within a matrix organization
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
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
Regional Account Service Manager
Function / Department
Enterprise(customer Service)
Location
Guwahati , ANE
Job Purpose
To support & execute the service strategy thereby ensuring benchmark levels of service & collections across
the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in
class customer experience, 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 drive
customer engagement programs, lead service improvement / development plans, to enhance revenue by
creating stickiness through various CVM campaigns, to drive collections (receivables) through focused
proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve
customer experience that can support the organisation’s vision & objectives.
Core Competencies, Knowledge, Experience
Strategic
v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order 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 Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
v Customer engagement via digital medium, field interactions, formal service reviews, other
engagement programs that cater to the customer’s evolving service needs. v
Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.
Must Have Technical / Professional Qualifications
University Degree / MBA along with technical qualifications or equivalent
v ITIL Certification on Foundation, Service Operations
Ability to manage “C” level engagement.
v Prior experience in B2B or Telecom B2B
Powerful influencing & negotiation skills.
v Effective communication & relationship management skills
v Proven ability to function within a matrix organization
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership
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