AGM - NSA Service

Role

National Strategic Account Service

Job Level/ Designation

M2 / NSA Service

Function / Department

Customer Service

Location

Mumbai

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts for Mobility & IoT products, to deliver the best in class customer experience, to drive net promoter score, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, C-Levels, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support theorganisation'svision & objectives.

Key Result Areas/Accountabilities

Strategic

• Implement the service & collections strategy to deliver differentiated services for an identified set of National Strategic Accountsin order toenhance competitive position in the region

• Implement a plan to improve customer experience based on feedback from customer VOC, RNPS scores etc.

Operational

• Customer engagement via digital medium, field interactions, formal service reviews & other engagement programs that cater to the customer's evolving service needs for Mobility & IoT products.

• Initiate service improvement plans to ensure open issues areaddressed,service levels & customer commitments are met. Support service development plans in conjunction with the account team.

• Compliance to standard servicing norms,monitorcustomer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches

• Revenue enhancement through service led upsell/ cross-sell measures & campaigns

• Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.

• Drive the digital agenda with customers to reduce cost to serve

• To ensure that payments receivables are collected for an identified set of National strategic accounts within a defined period for an identified bucket.

Developmental

Continuous training & certification on building capabilities, skills, competencies with specific focus on otherLoBs(IoT, Cloud, FLXetc)

Core Competencies, Knowledge, Experience

• 8+ yearsof experience inface to facecustomer management, preferably in managing large base of Mobility & IoT products.

• Ability to manage C level engagement.

• Prior experience in B2B or Telecom B2B

• Proventrack recordin meeting service levels, Collections and NPS targets in different situations

Must have technical/ professional qualifications

• Powerful influencing & negotiation skills.

• Effective communication & relationship management skills

• Proven ability to function within a matrix organization

• Strong analytical skills & ability to balance conflicting business & customer interests.

• Experience in handling CS and Collections in a B2B environment

Educational Qualifications:

• University Degree along with technical qualifications or equivalent. MBA is a plus.

ITIL Certification on Foundation, Service Operations.