Vodafone - Group Head/DGM/Senior Manager - Customer Support

ESSENCE OF ROLE- Key Accountabilities:

- Responsible for the customer service strategy and execution for the circle

- To manage customer service for all in-house & outsourced operations

- Responsible for managing the overall Cost of Service

- Strategies and tactics to manage overall churn

- To build a high performance and service centric culture with the circle

- To retain talented team members, TNI & performance gaps of team members 1

Strategic:

- To design customer service strategy & initiatives in line with the objectives of the company for the circle

- To enhance the Service Reach/Access within the circle collaborating with the retail head

- To design tactics and strategy to manage overall circle churn within defined limits

- To keep a tab on business trends and forecasting requirements for enhancing the customer experience further within the circle

- To facilitate Automation/Process Changes that will enhance - Customer Experience- across all customer touch points

- To focus on reducing the Cost of Service

- To provide inputs to the Corporate Service Delivery Team on - changes/practices- that can benefit all circles

Operational:

- CSG - Service provisioning & activations, Complaint & Request TAT Management, Process Improvements, Regulatory Compliance, CAF Compliance, Audits- Process/Transactional Level, Overall MIS

- HNI- Segmentation, Revenue and Relationship management

- Maintain quality- Transactional & Process Level, TRAI/TNS Audits, and audits for retail outlets

- Recruitment/Manpower - Planning & adherence

- IT infrastructure requirement/enhancement & UATs

- Supporting zonal teams in CS delivery

- Managing Activation Hub Operations through effective service partner engagement

- CAF Compliance through effective coordination with the Sales & Regulatory Team.

Developmental:

- Talent retention through career planning

- Create a work environment that is conducive for company's growth

- Identify TNI basis performance gaps of team members

Key Skills//Experience Required Experience/Skills:

- MBA or an Operations Professional with 08-10 years experience with a successful track record of leading operations in large MNC organizations

Desired Competencies// Skills:

- Strong management & leadership skills

- Excellent communication skills

- Result Oriented

- Capacity to operate in a growth environment that is increasingly competitive

- Sets the highest ethical and professional standards & leads by example

- Comfortable with change & ambiguity

Educational Qualifications:

University Degree in Business/MBA caliber or equivalent qualification