Agm-fulfilment & Iot Service - Ahmedabad, India - Vodafone Idea

Vodafone Idea

Verified Company

Ahmedabad, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Req ID:

Location:
Ahmedabad, IN

VIBS- About:

Vodafone Idea Limited is a collaboration between Aditya Birla Group and Vodafone Group, leading the telecom industry in India. Offering Voice and Data services across various platforms, the company is dedicated to providing top-notch customer experiences and contributing to a digitally connected India. With a focus on innovation and technology, Vodafone Idea is paving the way for a better future, catering to both retail and enterprise customers through digital channels and physical presence.

Role title:
Cluster Lead - Fulfilment & IOT Program Management

Function:
Customer Service

Band:
M2

Department:
Enterprise

Reports to:
Cluster Head - Customer Service, VIBS

Dotted reports to:
National Head - Customer Service - Mobility & IoT, VIBS

Location:
Ahmedabad

Role purpose:

To lead service delivery for Mobility and IOT customers in a specific cluster, ensuring excellence for enterprise customers. Achieving high levels of customer satisfaction by meeting delivery timelines with cross-functional support.

Key accountabilities and decision ownership

[max 5]:

Strategic

Driving projects from inception with a customer-centric approach.
Managing acquisitions, migrations, and various projects.
Ensuring governance and process adherence for effective project management.

Operational

Executing operational processes for project delivery.
Engaging with stakeholders to meet timelines.
Implementing quality measures to enhance customer experience.
Establishing SLA and KPI driven operations for optimal delivery.

Developmental

Continuous training for building service capabilities, focusing on new LOBs.

Core competencies, knowledge, and experience

[max 5]:

Over 5 years of customer management experience with a successful track record.
Experience in managing senior-level engagement.
Expertise in project management.
Capable of thriving in a dynamic, high-growth environment.
Prior experience in B2B or Telecom B2B.

Must have technical / professional qualifications:

Desired Competencies/ Skills

Strong team player with excellent stakeholder management skills.
Effective influencing, negotiation, and decision-making abilities.
Strong communication and interpersonal skills.
Proactive and positive approach.
Vendor/ Partner Management.

Educational Qualifications

Graduate / MBA from a reputed institute.
Project Management certification (advantageous).

Budget owned:
Non-Financial Dimensions

Key performance indicators [max 3]:

Project Management: Adhering to TATs, achieving targets, and ensuring customer satisfaction.
Relationship Management: Coordinating with customers and functions for timely project delivery.
Communication: Identifying and mitigating risks in project deliverables.

Direct reports: