Regional Service Mgmt & Collectn Lead Job in Vodafone Idea Limited

Role

Regional Service Mgmt & Collectn Lead

Job Level/ Designation

M2

Function / Department

VIBS

Location

Bangalore

Job 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 supported across 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 Result Areas/Accountabilities

• Strategic
  • 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
  • Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.
  • Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
  • Define & agree on SLAs for partner agency
• 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
  • Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes
  • Revenue enhancement through service led upsell/ cross-sell measures & campaigns
  • Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
  • Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve
  • 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.
  • 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
  • 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.
    Developmental
  • 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)

Core Competencies, Knowledge, Experience

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 targets in different situations.
v Prior experience in B2B or Telecom B2B
v Ability to manage in a dynamic, high growth, high uncertainty environment.

Must have technical / professional qualifications

• Desired Competencies/ Skills
  • Powerful influencing/ negotiation skills
  • Effective communication & relationship management skills
  • Proven ability to function within a matrix organization.
  • Strong analytical skills & ability to balance conflicting business & customer interests.
  • Experience in handling CS, CVM & Collections in a B2B environment
    Educational Qualifications
  • MBA / Graduate along with technical qualifications, or equivalent qualification
    v ITIL Certification on Foundation, Service Operations (added advantage)