GM - Service Excellence

Role Title

Service Excellence Head

Function

Customer Service Head

Sub Function/ Vertical/ Department

Service Excellence

Band

M3

Location

Ahmedabad, Gujarat

1. Job Purpose (In one or two sentences)

1. Strategize, Manage & build culture of customer centricity in the Circle

Drive operationalization and execution of TNPS across Circles for both brands along with execution of Customer Insight processes.

1. To ensure adherence to all regulatory guidelines for the CS function in the circle, including reporting to Law Enforcing Agencies and internal reporting.
2. Ensure capability enhancements through structured training interventions

1. Key Accountabilities / Key Result Areas (Max 5)

1. Improve & maintain TNPS KPIs
2. Drive Insighting & analysis basis detractor and VOC feedback - drive change
3. Ensure Process audits and implement robust audit methodology and manage all business risks pro-actively to ensure compliance
4. Strategize, implement & ensure Regulatory compliance and drive & implement regulatory directives as per requirement and ensure timely & error free reporting to DoT / TRAI.
   • Execute & monitor adherence to regulatory requirements across all circles
   • To represent VIL at meetings arranged by regional TRAI offices
   • Respond to Corporate teams on any show cause notice from DoT/TRAI
   • Manage ATR & other application for smooth operations
5. Ensure Training delivery, complete coverage and check efficacy of delivery.

Training Partner management

1. Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks

1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

1. Knowledge and Subject Matter Expertise around VIL processes, and systems
2. Ability to lead, influence, create and work within cross-functional team environments
3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention

1. Key Performance Indicators (Max 5)

1. Meet TNPS KPIs
2. Business Improvement Programs : count of Process, Systems & People Improvements for the Year
3. Minimal or no non-conformities in any internal / external audits
4. Ensure Compliance on critical CS guidelines. First time right implementation of any new regulation
5. Training effectiveness through adherence to calendar and guidelines

1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

• Own customer Experience scores for the circle.
• High impact because of Financial disincentives due to non-compliances

1. Risks, Challenges, Job Context (Short Description)

Ever changing business dynamics need a balanced approach towards meeting objectives and adhering to norms.

To establish uniform customer experience & compliance.

Risks Challenges

1. Far too many processes for audit
2. Driving action plan implementation to avoid reoccurrence of non-conformity
3. Quantification of all non-conformances to show business benefits
4. Voluminous manual data handling
5. Varied systems and processes
6. Understanding of compliance requirements
7. High penalties and financial disincentives

1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

Process Audits & Customer Experience Executive

Ensure adherence to processes and execute audits for identification, correction for standardization of customer experience. Mitigate risk through timely audits and checks. Implement Transaction Quality framework for enhancement of Customer experience. Execute VOC and Customer insighting process.

Drive Customer Experience in the circle.

Regulatory Compliance

To drive, implement and ensure compliance of allDoT/TRAI directives & sustaining compliance to all the critical processes within customer service. Mitigating the high level risk by transforming the processes digitally & thus minimizing the revenue and cost impact arising out of deviations

Training

Execute training process and implement corp driven programs for entire circle stake holders

Project, UAT

Carry out circle level UATs as per UAT PF guidelines. Ensure correct circle level configurations and checks