GM - Service Excellence Lead
Vodafone Idea
- Mohali, Punjab
- Permanent
- Full-time
- Strategize, Manage & build culture of customer centricity in the Circle
- Ensure capability enhancements through structured training interventions
- Key Accountabilities / Key Result Areas (Max 5)
- 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.
- Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)
- 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 (Max 5)
- 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, Challenges, Job Context (Short Description)
- 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 of Direct Reports & Dotted Reports
An Aditya Birla Group & Vodafone partnership