GM - Consumer Operation Job in Pune at Vodafone

Vodafone is hiring for the role of GM - Consumer Operation!

Responsibilities of the Candidate:

• 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

Requirements:

• 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