Senior Executive-Senior Service Management Delivery Advisor-Ahmedabad

Vodafone

Ahmedabad, Gujarat
Permanent
Full-time

25 days ago

What you'll doThe incumbent will be responsible for processing transactions within defined SLA. The pre-requisite for this role will be experience within contact centre or customer service environment with excellent communication skillTo own and implement the provisioning, email flow and onboarding for UK LM Large Enterprise customers as part of the standard delivery model. Multiple projects running concurrently with an element of risk management. Responsible for customer and stakeholder management, including setting and managing expectations and confirming elements of the delivery.Accountabilities, Competencies & KPI's:

Achievement of agreed KPI's in order to meet SLA
Maintain transactional accuracy as per the set quality targets
Adherence to the organizational procedures and policies
Are accountable to clients for the operational areas of Vodafone including Connectivity, Mobility & telephony, Productivity
Complete Onboarding and all other associated activities for standard build using pre-defined LWI
Delivery of multiple enterprise customers requiring provisioning and administrative services
Customer and stakeholder management
Identify, manage and report risks
Excellent ability to work with the team and at the same time demonstrate performance driven by individual efforts and initiatives.
Driving Service improvement Ideas
Set correct expectations on the performance.
Understanding of the telecom business, with experience in International set up of Customer Ops
Provide good-quality knowledge and information about Vodafone services to the customer
Flexible with Shift Timings and Weekly offs

Who you are

Service Level Management
Quality - Accuracy of transactions/projects
Attention to details as high on risk due to impact on bulk accounts
Owning, foreseeing and managing the projects risk's
Aiming for FTR

Core competencies & Business Expertise

Customer obsessed: Demonstrates an insight into the customer's way of thinking. Understand Customer viewpoint. Able to articulate the customer's perspective in a straightforward way.
Communication and Interpersonal Skills: Communicating proficiently with customer & stake holder when required
Negotiate timelines and resolve conflicts

Innovation Hungry

Eger to find out better ways for processing transactions and brining in creative thinking
Ability to think outside the box and try to produce process improvement ideas.

Must have technical/professional qualifications:

Bachelors and above degree from a recognized university
BPO / Telecom experience
Excellent understanding of Security for MS 365
Excellent written and verbal communication skills
Sound logical reasoning and analytical skills
Ability to work with speed and accuracy using multi applications
Good typing speed - 24 wpm minimum

Tools - Job specificCrystal, Egain & Amdocs: CRM system, Libra Gemini & Corporate Gemini Billing System, PEGA Service Transition etc.What's in it for youWe want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.Who we areYou may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.Together we can.Our Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Vodafone

Apply Now