National Lead - Retention, Digital & Experience FLX.

Job Level/ Designation: M3 GM.

Function / Department.

Enterprise CS - Service Assurance.

Location: Mumbai.

Job Purpose:

This position is responsible for leading and managing the experience initiatives of the FLX business of Vi Business which is a 2500 Cr portfolio compromising of National and Global Strategic Accounts, Government accounts and SME accounts with a projected growth rate of approx. 10% yearly

- The role will be also responsible for leading retention initiatives across Business segments along with planning, projections and tracking success.

- The role will also lead the digital service agenda for FLX business along with championing the implementation of the service management model thru technology interactions.

Key Result Areas/Accountabilities:

- HE/SHE is responsible to deliver on National Business KPIs of VIBS Service Assurance through various measures directly or indirectly.

Retention / Churn Management :

- To forecast and plan the revenue impact thru churn and factor it in DB planning exercises for cluster teams, Carrier teams and national teams.

- To monitor the performance against targets and intervene as necessary with business facing initiatives like pricing interventions, commercial & Product discussions as well as technology interventions as needed to retain customers.

- To strengthen the governance process around churn so as to minimize the revenue variance and predict impact accurately.

- To provide necessary support with data and analytics to the service assurance teams nationally along with Service operations to meet revenue churn targets.

Digital :

- To formulate initiatives on the Vi FLX customer facing platform and drive digital adoption across the base.

- To use bots and other digital tools to enhance experience and reduce time to resolve / eliminate customer complaints.

- To plan capex spends to manage the tool and integrate it into the overall Vi Business Care strategy for FLX.

- To analyse customer feedback on tool and work upon enhancements with IT demands and roll outs.

Customer Experience :

- To create, implement and monitor the service management model of all customer segments and teams of Vi Business FLX in systems and reporting.

- To track service improvement plans and efficacy with necessary technology/ network interventions by analysis and interventions.

- To improve the RNPS scores of the FLX business with product, technology or people interventions.

- To enhance the product lifecycle at time of launch or BAU to meet customer expectations.

- To drive compliance of regulatory guidelines pan India for FLX and track as necessary.

Reporting & Budgeting :

- To ensure correct reporting of various service assurance metrics nationally so as to govern improvement via trends.

- To create the necessary dashboards to give visibility at national, cluster level across segments and products.

- To measure performance of all teams and individuals nationally against set targets for performance reporting and rewards.

- To own the annual national Budgets well as driving compliance to the costs budgeted.

People Management :

- To drive performance across various models of ownership from direct reporting , dotted reporting, on roll employees, off-roll employees and outsourced partners.

Core Competencies, Knowledge, Experience :

- Should possess minimum 15years of experience in handling FLX products at corporate and regional levels.

- Strong understanding of Fixed Line products and services.

- Should have worked for business on Customer retention and Value Management, along with Digital tools.

- Should have worked on Fixed line churn control projects and enable the Service team on Retention tools by working with Product, Commercial and Account teams.

- Should able to identify and drive digital journey for FLX customer experience.

- Should have team management and vendor management experience of 10 years.

- Must have technical / professional qualifications.

- Post Graduate.

Years of Experience : 10-15 years.

Reporting : DIRECT

AGM - Retention Management and Churn control.

AGM - Regulatory and digital.

AGM - Customer technology Solution.