Join Us
At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.
What You’ll Do
Role purpose:
- Responsible and accountable for delivering best-in-class service to VOIS clients by setting and driving the account’s as well as the company’s strategic objectives and managing the account’s P&L to ensure the growth of the business
- Responsible for the management of seamless service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall partner satisfaction
- Accountable for the account performance, compliance, service delivery and BCP across locations with the focus of providing a consistent approach and partner experience for any given market
- Drives revenue by managing ‘Sales through Service’ / “NBA” activities and supporting local market to exploit the untapped opportunities and target new / underserved customers
- Leads strategic programs with operations managers and _VOIS partners to streamline plans for ongoing improvements and drive higher ‘First Contact Resolution’/ “NPS”
- Defines the operational framework and reviews progress with Local Markets’ senior leadership on monthly / quarterly and annual basis and leads business plans implementation across service lines
Key Accountabilities And Decision Ownership
- Strategy & Planning
- Translate the outputs of the partnering service agreement and the Customer Care functional plan into a roadmap that delivers direction; human resource and partnering capability; ensuring that service capability both functionally and technically is consistent and delivers right service/right time/right cost to VF customers.
- Lead strategic programs with Ops Managers and VOIS partners to streamline plans for ongoing improvements and drive higher customer resolution index.
- Together with business engage with key stakeholders, review and contribute to the Business Case, Business Requirements and other development documentation of specialized service propositions, to ensure Service Operational Requirements are specified and delivered.
- Client Management
- Compile customers’ requirements based on information received from meetings, calls, direct mail responses and other sources for all lines of business.
- Accountable for the Care performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.
- Operational Management & Leadership
- Ensure at all times, that all defined KPIs are met to support the delivery of customer service grade of service levels, quality standards, first contact resolution and customer satisfaction targets.
- Analyse and being responsible for the team tNPS, FCR, StS, engagement, diversity & inclusion people survey scores to determine areas of improvements and liaise with Operations and other support
- Business Development
- Responsible for growing the business with existing partners
- Manages and lead the account to achieve optimum customer experience with full end to end P&L accountability
- Customer management & Support
- Handle escalated customer cases, calls and complaints by phone or face to face and close the case to customers’ satisfaction.
- Use all available measures to push continuous improvement to high customer satisfaction level.
Who You Are
Core competencies, knowledge and experience
- Putting Customers First
- Performing Through Our People
- Delivering Results
- Managing In A Changing Environment
- Making A Personal Difference
- Communicating For Impact
Must Have Technical / Professional Qualifications
- Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.)
- Proven ability in building and growing internal and external business relationships
- Proven record of involvement in business critical projects experience
- Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback
- Strong commercial awareness and understanding of commercial business units
- Excellent presentation, influencing and negotiation skills
- Data aware and analytical capability to translate operational metrics into customer experience
- Advanced analytical and data interpretation skills
- Strong analytical, problem solving and decision-making skills
- Passion for customer experience
- Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.
- Excellent command of Excel, PowerPoint, Access, projects, Visio, etc.
- Highly motivated self-starter who can drive changes with passion for Vodafone
- Excellent communication skill in English.
- Must be willing to travel once quarterly.
- Objective focused
- Excellence mind-set striving to exceed expectations
- Must have off shoring background
Budget owned: as applicable
Manage P&L statement for CBU in India €7M
Direct reports: 2-3
Operation Size (~400) HC across multiple service lines and customer segments. (depend on complexity of the business)
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's In It For You
Who we are
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.Together we can.
