Vodafone Idea Hiring for AGM-Regional Service & Collection Job at Rānchī

Role

Regional Account Service Manager

Function / Department

Enterprise(customer Service)

Location

Bhubaneswar

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across
the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in
class customer experience, 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 drive
customer engagement programs, lead service improvement / development plans, to enhance revenue by
creating stickiness through various CVM campaigns, to drive collections (receivables) through focused
proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve
customer experience that can support the organisation’s vision & objectives.

Core Competencies, Knowledge, Experience

Strategic
v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance
competitive position in the region v Implement a plan to improve customer experience based on feedback based on
customer VOC, RNPS, C-SAT scores etc.
v Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
v Customer engagement via digital medium, field interactions, formal service reviews, other
engagement programs that cater to the customer’s evolving service needs. v

Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.

Must have technical / professional qualifications

University Degree / MBA along with technical qualifications or equivalent
v ITIL Certification on Foundation, Service Operations

Ability to manage “C” level engagement.
v Prior experience in B2B or Telecom B2B

Powerful influencing & negotiation skills.
v Effective communication & relationship management skills
v Proven ability to function within a matrix organization

Role

Regional Account Service Manager

Function / Department

Enterprise(customer Service)

Location

Bhubaneswar

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across
the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in
class customer experience, 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 drive
customer engagement programs, lead service improvement / development plans, to enhance revenue by
creating stickiness through various CVM campaigns, to drive collections (receivables) through focused
proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve
customer experience that can support the organisation’s vision & objectives.

Core Competencies, Knowledge, Experience

Strategic
v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance
competitive position in the region v Implement a plan to improve customer experience based on feedback based on
customer VOC, RNPS, C-SAT scores etc.
v Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
v Customer engagement via digital medium, field interactions, formal service reviews, other
engagement programs that cater to the customer’s evolving service needs. v

Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.

Must have technical / professional qualifications

University Degree / MBA along with technical qualifications or equivalent
v ITIL Certification on Foundation, Service Operations

Ability to manage “C” level engagement.
v Prior experience in B2B or Telecom B2B

Powerful influencing & negotiation skills.
v Effective communication & relationship management skills
v Proven ability to function within a matrix organization