AGM - Service Operations (TrvlPass)

Mumbai, Maharashtra
Permanent
Full-time

12 days ago

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.VIL is an equal opportunity employer committed to diversifying its workforce.RoleAGM - Customer Service Operations (TrvlPass)Job Level / DesignationM2/AGMFunction / DepartmentCustomer Support for Digital PartnershipsLocationCorporate Office, MumbaiContext for the new roleThe role is responsible for managing end-to-end customer service operations for Vi's new division for International roaming across live agents and chatbot operations, both developed and operated by external agencies. Based at Vi, the role ensures structured execution through process governance, agency management, internal team supervision, and CSAT/NPS ownership. This includes constant coordination with internal functions (product, tech, legal, marketing) and vendors to deliver a seamless and scalable service experience.ProposalWe propose the creation of an Assistant General Manager - Customer Service Support and Operations role to support Vi's strategic agenda for the new division under International Roaming.Job purposeTo lead and manage customer service support and operations. The role ensures service excellence, process alignment, agency management, stakeholder management, and continuous improvement of support systems to enhance customer satisfaction and operational efficiency. Manage the MIS and the entire reporting for TrvlPassKey Result Areas / AccountabilitiesEnd-to-End Service Ops:
Oversee live chat and chatbot support, ensure day-to-day delivery by agency partners, and manage internal CS supervisor.Chatbot Governance:
Manage FAQs, workflows, escalations, fallback journeys with agency; track metrics like containment, drop-off, bounceVendor Oversight:
Run regular reviews, drive SLAs, track performance dashboards, and ensure RCA closure for escalationsInternal Process Alignment:
Define SOPs (refunds, subscription issues, failures), ensure internal readiness, and training documentationEscalation & Feedback Management:
Handle priority escalations and VIP cases; govern feedback loops and incorporate service learnings.Tool & Licensing Control
Oversee chatbot/tool licensing, API usage, renewals; align with legal, tech, procurement teams.Performance Metrics
Track and drive improvements in CSAT, NPS, FTR, AHT; align on insights with cross-functional teamsKey Performance IndicatorsCustomer Satisfaction Score ( CSAT)First Contact Resolution (FCR)
Chatbot Deflection Rate (CDR)
SLA Compliance
Average Resolution Time (SRT)Core Competencies, Knowledge, Experience8-12 years in customer service, with hands-on experience managing outsourced live/chat support.Strong grasp of CSAT, AHT, escalation handling, SOPs, RCA & ticket governance.
Working knowledge of platforms like Freshdesk/Zendesk, Yellow.ai, basic API understandingExperience working cross-functionality across tech, product, legal & marketingComfortable with dashboards, reports, drawing insights from user and support data.Must have technical / professional qualificationsGraduate (mandatory), MBA preferredStrong vendor governance and service mindsetExcellent communication, structured thinking, escalation handlingPrior experience with digital-first or platform businesses preferredIndustries to look fromDigital Platforms, Telcos, Aggregators, BPOs, TravelTech, eCommerce, International Platforms, eSIM startupsIdeal Organizations to look fromAirtel IR, Jio IR, Vodafone UK, MMT, Skyscanner, Teleperformance, HaptikTeam SizeNABusiness SizeNAVodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Vodafone Idea

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