Role Title : Service Excellence Head

Function : Customer Service Head

Sub Function/ Vertical/ Department : Service Excellence

Band : M3

Location : KTN, Chennai

Job Purpose :

- Strategize, Manage & build culture of customer centricity in the Circle

Drive operationalization and execution of TNPS across Circles for both brands along with execution of Customer Insight processes.

- To ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.

- Ensure capability enhancements through structured training interventions

Key Accountabilities / Key Result Areas :

- Improve & maintain TNPS KPIs

- Drive Insighting & analysis basis detractor and VOC feedback - drive change

- Ensure Process audits and implement robust audit methodology and manage all business risks pro-actively to ensure compliance

- Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.

- Execute & monitor adherence to regulatory requirements across all circles

- To represent VIL at meetings arranged by regional TRAI offices

- Respond to Corporate teams on any show cause notice from DoT/TRAI

- Manage ATR & other application for smooth operations

- Ensure Training delivery, complete coverage and check efficacy of delivery.

Training Partner management :

- Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks

Core Competencies, Knowledge, Experience, Technical / Professional Qualifications :

- Knowledge and Subject Matter Expertise around VIL processes, and systems

- Ability to lead, influence, create and work within cross-functional team environments

- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

Key Performance Indicators :

- Meet TNPS KPIs

- Business Improvement Programs : count of Process, Systems & People Improvements for the Year

- Minimal or no non-conformities in any internal / external audits

- Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation

- Training effectiveness through adherence to calendar and guidelines

- Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

- Own customer Experience scores for the circle.

- High impact because of Financial disincentives due to non-compliances

Risks :

- Ever changing business dynamics need a balanced approach towards meeting objectives and adhering to norms.

- To establish uniform customer experience & compliance.

Challenges :

- Far too many processes for audit

- Driving action plan implementation to avoid reoccurrence of non-conformity

- Quantification of all non-conformances to show business benefits

- Voluminous manual data handling

- Varied systems and processes

- Understanding of compliance requirements

- High penalties and financial disincentives

Job Purpose :

Process Audits & Customer Experience Executive :

- Ensure adherence to processes and execute audits for identification, correction for standardization of customer experience.

- Mitigate risk through timely audits and checks. Implement Transaction Quality framework for enhancement of Customer experience. Execute VOC and Customer insighting process.

- Drive Customer Experience in the circle.

Regulatory Compliance :

- To drive, implement and ensure compliance of all- DoT/TRAI directives & sustaining compliance to all the critical processes within customer service.

- Mitigating the high level risk by transforming the processes digitally & thus minimizing the revenue and cost impact arising out of deviations

Training :

- Execute training process and implement corp driven programs for entire circle stake holders

- Project, UAT

- Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks

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