Vodafone Idea Limited
AGM - Postpaid Retention
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Job Description
- Req#: 47129
- This role is responsible to work on post-paid base management to control over all churn / net adds with continuous improvement, including driving process and operational compliance.
- Key areas is to show case post-paid insights, Cross functional team coordination with clusters, corp teams, inputs, transformational business cases, drive efficacy on BoT, with a clear focus on digital first and effortless experience.
- Drive qualitative compliance (waivers, offers, retention tools) pitching and efficacy.
- Ensuring queues, positions, responsibilities and optimally mapped and utilized, CTA for non-compliance / abusers.
- Collaboration with cross-functional teams & partner teams for identification of projects, feasibility analysis, business case creation and program management
- Leadership engagement through regular updates and reviews
- Drive MIVIVA log in, compliance, offer adoption, hygiene and track repository of MIVIVA based offers PAN India.
- Continuous identification of opportunities to digitize
- BQM (bottom quartile) and outlier programs across campaigns with retention and OBCC leads
- Optimally utilizing budget, launch incentive program to drive RoI for FL engagement.
- Campaigns include: MNP, Post to Pre, Vol, Family delinking, Onboarding, CPM/ ringfencing & Priority'
- Incentive program: Launch quarterly reward incentive program at call centre agents/TL/Teams to enhance performance of retention campaigns.
- MNP, Onboarding, CPM, Family delinking, 7-12 AON etc.
- Knowledge and SME around VIL processes, and systems
- Ability to lead, influence, create and work independently within CFT environments
- Comfortable with matrix work environments with demonstrated experience in managing service partnerships.
- Technical skills: Knowledge of lean six Sigma tool.
- Post Graduate / MBA with a min 7-10 years of experience in customer service role
- Green belt / Black belt certifications is preferable
- Corporate and clusters-based colleagues
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
Process factory | AGM Post-paid retentions
Function/Department
Customer Service - Corporate
Location
Ahmedabad
No of Position
1
Job Purpose
Key Result Areas/Accountabilities
Key deliverables: Retention campaign performance.
Curating and evolving Campaign content, Driving TNI and efficacy.
Core Competencies, Knowledge, Experience
Must have technical / professional qualifications
Who can apply
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnershipAbout the company
Vodafone Idea Limited, doing business as Vi, is an Indian telecom operator with its headquarters based in Mumbai and Gandhinagar.