Karnal Manager Regional Account Service Manager

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S&C Lead-ViBS

Job Level/ Designation

Function / Department

VIBS

Location

Har

Job Purpose

Regional Service & Collection Lead handling RASM team

Key Result Areas/ Accountabilities

Strategic

• Implement the service strategy to deliver differentiated services to enterprise accounts in order to enhance competitive position in the region and accounts allocated
• Implement a plan to improve customer experience based on VOC, C-Sat scores etc.
• Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.

Operational

• Field service management via formal service reviews, engagement programs/ FGDs, service desks/ camps etc to cater to the customer’s evolving service needs.
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Incident Management, Escalation management, Management reporting - ECR handling within defined norms. Initiate Service Improvement Plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
• Drive automation & digital agenda with customers to reduce cost to serve.

Developmental

• Continual training and certification on building service capabilities, skills with specific focus on new LOBs (IoT, FL, etc)

Core Competencies, Knowledge, Experience

• Churn & Revenue Management – Ring fence sub-base & value churn with added focus on revenue upsell / cross- sell.
• Customer engagement - Field service performance as per national norms
• Drive customer first agenda - RNPS & CSAT
• Drive digital / self-service adoption
• Prior experience in B2B or Telecom B2B

Desired Competencies/ Skills

• Powerful influencing & negotiation skills, effective communication & relationship management skills and proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.

Must have technical / professional qualifications

• University Degree / MBA along with technical qualificati