Vodafone Idea - Manager - Customer Technology - Fixed Line

Job Purpose

- This role will be responsible to work on customer resiliency for any complex and critical services for FL -Enterprise customers.

- Early engagement for any large and complex deal to ensure the solution is in line with SLA deliverables and contribute from Service Operations perspective.

- To drive Customer RNPS as per defined goals of the organisation.

- Drive automation to improve operational efficiency.

Key Result Areas/Accountabilities :

- Drive resiliency and work on solution which fits customer requirement during in-life support.

- Drive Chronic cases for customers and ensure retaining existing revenue.

- Support Circle Service team on building resiliency and service audit for critical customers and ensure service stability

- To drive RNPS and Customer SAT as per defined goals of the organisation.

- Ensure strong engagement with Technology and NOC Operations team.

- Ensure we meet all SLA parameters committed to Customer

- Early engagement with Segment team on any complex deal to ensure seamless in-life support.

- Take initiative in automation to improve operational efficiency.

Key performance indicators :

- Ensure <1% of churn due to Service related issues.

- Continual Service improvement plan to ensure superior service experience to customers.

- Drive RNPS and CSAT across their set of customers

- New initiative on digital front to improve operational efficiency.

Core Competencies, Knowledge, Experience

- 8+ years of experience in handling Fixed Line - Enterprise Customer for B2B segment.

- Experience in designing complex Solution with customer service management.

- Team player, strong influence and relationship management skills, customer centric.

- Strong technology background with deep understanding of IP and Tx topology.

- Ability to multitask