Vodafone - Sr Manager - Customer Service

Senior Manager-Customer Service(Corporates/B2B)

Key Result Areas

Drive Achievement by winning in our market place (Focus on Company Financials)

CHURN MANAGEMENT

- Mobility:

- Subscriber Churn

- Revenue Churn

- Data Churn (2G / 3G / BB) Number Churn

Continued focus on cost optimization and productivity (Focus on Internal Business Process)

SERVICE PERFORMANCE

- National Service Reviews / Pro-active Visits / Desks / Customer Engagement / BO performance / CC Performance as per plan

- Fixed Line Service Performance – Performance Reports, Account Reviews

Drive the Customer First agenda (Focus on customer acquisition/ retention & satisfaction)

CSAT & NPS

- Best service provider for VBS (VGE / NAT Corp / SME)

- National Projects CSAT > 4

- Field Interaction CSAT

Making Vodafone future fit (Focus on strategic thrust areas, special projects and assignments)

SERVICE INITIATIVES

- To execute at least two local projects and a national project for circle

- Agreed Service Initiatives on Cost reduction/ Service Improvement / Efficiency Improvement / Self Service Usage

Happy Employees, Great Careers (Build the best team, driving the Vodafone Way )

PEOPLE MANAGEMENT & CAPABILITY DEVELOPMENT

- Ensure retention of key staff

- VPS scores – to be definitely at par or higher than the overall circle score

- Successful completion of training modules and programs for self & team