Job Req ID 48026 Location Mumbai IN Function VIBS About Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership It is India s leading telecom service provider The Company provides pan India Voice and Data services across 2G 3G and 4G platform With the large spectrum portfolio to support the growing demand for data and voice the company is committed to deliver delightful customer experiences and contribute towards creating a truly Digital India by enabling millions of citizens to connect and build a better tomorrow The Company is developing infrastructure to introduce newer and smarter technologies making both retail and enterprise customers future ready with innovative offerings conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence The Company is listed on National Stock Exchange NSE and Bombay Stock Exchange BSE in India We re proud to be an equal opportunity employer At VIL we know that diversity makes us stronger We are committed to a team-oriented inclusive environment that encourages authenticity and fosters a sense of belonging We strive for everyone to feel valued connected and empowered to reach their potential and contribute their best VIL s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion Boldness Trust Speed and Digital Consequently our recruiting efforts are directed towards attracting and retaining best and brightest talents Our endeavour is to be First Choice for prospective employees VIL ensures equal employment opportunity without discrimination or harassment based on race colour religion creed age sex sex stereotype gender gender identity or expression sexual orientation national origin citizenship disability marital and civil partnership union status pregnancy veteran or military service status genetic information or any other characteristic protected by law VIL is an equal opportunity employer committed to diversifying its workforce Role Title Product Head- Smart Central Sub Function Vertical Department NPD Customer Life Cycle Management Enterprise Business Digital Transformation Band M3 Reports to Role Position No Location Corporate Office - Mumbai Job Purpose Operational excellence - Own Lead in delivering Operational excellence of Smart central platform deliver customer experience hence ensuring consistent revenue target achievements Driver thought leadership - Demonstrate skills on execution and capability to win more in the market place be ahead of the curve 360 degree view of the IoT ecosystem Leading steering cross-functional discussions to achieve common agreed goal mission Product innovation Portfolio development - Ensure deliveries GTM strategies for NPD in line with IoT LoB roadmap Constantly do Map Gap analysis evaluate Golbal Telco practices Indian Telco SI competition insights for PLCM Service Excellence CXX - Listen to the voice of customer and provide actionable insight Strategize deliver Digital journeys across the SELL BUILD RUN lifecycle hence improve the experience of customers during the entire journey from purchase to exit use to cutting edge AI ML tools to enhance CXX internal external Key Accountabilities Key Result Areas Max 5 Strategic Define and execute the customer service wrap SLAs design and strategy for enterprise IoT line of Business Operational Business Process Management Process KPIs Design measure and drive process CTQs and success measurement criterion Service Operations Input KPIs Output KPIs-both qualitative and quantitative Define and measure assets and resources invested in OR used to generate business results e g spent on research and development resources allocated for training and development of people quality of material product various operational KPIs such as SLAs CPS Productivity Rewards and Recognition Customer Loyalty programs etc Development of business case budgeting and monitoring of spends at actuals against budgets allocated Design and measure financial and non-financial results of business and service operations e g revenues no of new customers acquired across various product categories CXX and Governance of operations Leading KPIs Design develop and adherence of the governance mechanisms for operations through process audits inspections mystery audits physical partner site visits reviews and tracking of actionable Design and develop customer research and insights through TNPS and NPS programs thereby measure predictors of success failure Ensure continual improvement through actionable tracking quality projects and process re-engineering Project Program Management Design develop and adherence of the project plan around various milestones and tasks Engage with cross functions and stake holders for enabling requirements conducting clarification workshops documenting changes and seek necessary approvals for closures Continuous review and governance for ensuring timely completion Developmental Develop team through continuous assessments identification of training needs with the help of tools and enabling relevant certification through internal learning and development modules thereby building capabilities Core Competencies Knowledge Experience Technical Professional Qualifications Max 5 12 years of experience in leading a customer service team s with exposure to managing various facets of service delivery Should possess strong domain expertise with skills related to business process management project management stakeholder management and customer experience management Experience in managing Digital transformation projects for a reputed organization Proven track record around strong planning design and execution of service excellence and operations Technical professional qualifications MBA Project Management Business Process Management Desired Competencies Skills Powerful influencing negotiation skills effective relationship management skills and proven ability to function within a matrix organization Experience in handling Product Management role in a B2B workplace Experience in handling Business Processes design delivery Educational Qualifications University Degree in Business MBA along with technical qualifications or equivalent qualification Key Performance Indicators Max 5 Drive Customer First agenda - NPS and TNPS Scores Leverage scale perks and operating efficiencies - Reduce Cost to serve by building efficiencies in operations through FTR Drive core business by winning in our market place - Best in class matrices for leading our value proposition aided by adoption of our digital agenda Deliver big bets for driving future growth- Launch of New Services and Products CXX Customer engagement Job purpose of Direct Reports Dotted Reports Direct Reports Currently None Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership

📌 Gm - Product Head - Smart Central (Maharashtra)
🏢 Vodafoneziggo
📍 Maharashtra