AGM – Digital & Self Care Job Vacancy in Vodafone Idea Mumbai, Maharashtra – Latest Jobs in Mumbai, Maharashtra

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name : Vodafone Idea
Location : Mumbai, Maharashtra
Position : AGM – Digital & Self Care

Job Description : Job Req ID: 26593
Location:
Mumbai, IN
Function: Other
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.

Role
Digital – Service Efficacy

Job Level/ Designation
M2/AGM

Function / Department
Customer Service/Digital & Self Care

Location
Mumbai

Job Purpose
The Job holder is responsible for mapping the end to end customer touchpoints that illustrate the steps the customers go through in engaging with the company, across personas, channels and platforms and thereby facilitating the organisation to identify and understand the customer’s actions, motivations, queries and barriers across the journey with the objective of :
The position will be responsible for measuring and reporting Service Touchpoints Efficacy
Cost of servicing and reflective TNPS/ NPS
Establish service score card for various touchpoints and channels
Design and deploy the framework for Corrective Actions and Preventive Actions (CAPA)
Identify break points in the customer journeys (Online and Offline)
Work with functional heads to agree on process and technology fixes for identified break points
Design and deploy seamless and effortless fixes in the customer journeys
Program manage the CAPA
Analyze factors which impact the customer loyalty scores, identify the opportunity areas and propose them to the management with detailed study

Key Result Areas/Accountabilities
Service Footprint Efficacy: Create a analytics and BI framework to support the Customer Service Organisation to dynamically assess
the effectiveness of the various digital and online platforms viz chatbots, email bots, Web, IVR, Mobile Apps, CRM on the one hand and the offline platforms viz. call centre, service points, POS.
Cost of servicing and the shift across online and offline platforms
Quality of service across platforms and delivery modes.
Strategic Governance
Map the end to end journey of customer for both digitally and offline acquired customers that illustrate the steps customer(s) go through in engaging with the company (across personas and channels), whether it be an activation, recharge, MNP, customer servicing. Identify Customer’s Actions, Motivations, Questions and Barriers across the journey.
Establish a cost of servicing framework for each service touch point
Map the TNPS/NPS customer experience score against each touchpoint
Dashboard the Service Efficacy
Break Point Analysis:
Identify the broken areas/pain points across these touchpoints.
Review customer communication across the life cycle. Rationalize and simplify communication.
Create a core group (cross functional team)to work on the identified areas with cross functional core group; Define key milestones & review mechanisms
Customer Experience: Corrective Action and Preventive action (CAPA)
Lead the action planning with cross functional team on key break points
Work closely with functional owners to agree on process and technology fixes.
Program manage the reporting and dashboarding of CAPA initiatives
Cross functional Management
Alignment with stakeholders on program management.
Ensure closure of CAPA items
Relationship management with stakeholders and Business Partners

Core Competencies, Knowledge, Experience
Relationship management and ability to partner/influence (e.g. EPMO)Call centre management experience will be strong positive
Risk Manager who can balance policy and governance with moving quickly.
Change Management professional
Program Management of organization level cross functional programs
Understanding of end-to-end customer life cycle
Experience in driving customer VOC based improvement
Exposure to quality tools and processes
Ability to influence Functional/ Department heads and take decisions
Ability to manage cross functional teams
Excellent communication skills.

Must have technical / professional qualifications
MBA with experience in managing the digital journeys in the B2C space viz. Fintech, Telecom, of a large national or multinational group.

Years of Experience
8-12

Direct reports
Nil

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

This post is listed Under Jobs in General Category

Disclaimer : Hugeshout works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company