Job Req ID 48032 Location Bhubaneshwar 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 collaborative 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 National Strategic Account Service Job Level Designation M2 NSA Service Function Department Customer Service Location Bhuvaneshwar 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 for Mobility IoT products to deliver the best in class customer experience to drive net promoter score to drive cost optimization via digital aided channels to proactively reactively ring fence the customer base to drive customer engagement programs C-Levels 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 Key Result Areas Accountabilities Strategic Implement the service collections strategy to deliver differentiated services for an identified set of National Strategic Accounts in order to enhance competitive position in the region Implement a plan to improve customer experience based on feedback from customer VOC RNPS scores etc Operational Customer engagement via digital medium field interactions formal service reviews other engagement programs that cater to the customer s evolving service needs for Mobility IoT products Initiate service improvement plans to ensure open issues are addressed service levels customer commitments are met Support service development plans in conjunction with the account team Compliance to standard servicing norms monitor customer commitments intervene proactively and act as an escalation point to ensure minimum service level breaches Revenue enhancement through service led upsell cross-sell measures campaigns Customer retention through focused proactive reactive measures to control Voluntary Involuntary Value churn Drive the digital agenda with customers to reduce cost to serve To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket Developmental Continuous training certification on building capabilities skills competencies with specific focus on other LoBs IoT Cloud FLX etc Core Competencies Knowledge Experience 8 years of experience in face to face customer management preferably in managing large base of Mobility IoT products Ability to manage C level engagement Prior experience in B2B or Telecom B2B Proven track record in meeting service levels Collections and NPS targets in different situations Must have technical professional qualifications Powerful influencing negotiation skills Effective communication relationship management skills Proven ability to function within a matrix organization Solid analytical skills ability to balance conflicting business customer interests Experience in handling CS and Collections in a B2B environment Educational Qualifications University Degree along with technical qualifications or equivalent MBA is a plus ITIL Certification on Foundation Service Operations Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership