AGM - Regulatory & Term Management

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.

Role

Regulatory & Term Compliance

Job Level/ Designation

M2 –AGM

Function / Department

Customer Service

Location

UPE Circle Office

Job Purpose

TERM audit compliance score >99% with timely TERM base & Caf Submission & action on ATR with NFA approval & timely penalty payouts to avoid any late payment impacts

100% Compliance on quality of subscriber verification & Drive RV for -TAFCOP/DIU cases

Timely engagement with TERM office & successful CAG/ TRAI workshop as per timeline

Timely & accurate submission of all reports to Corporate / Circle TERM / Regional TRAI HQ /Auditors

TERM Compliance: Monthly Proactive Corrections- POS, Base Clean UP, Data base & Systemic Corrections. Proactive CAF re-push

eKYC RV for deficient CAFs

Internal Team audit Compliance & finding (Internal Audit + Internal quality audits) 98%+

External audits by Dot, LSA TERM, UIDAI compliance

M-o-M Digital SR targets shared by corporate CS and leaderboard (Target VS

Achievement in Vi excellence & Leaderboard)

Timebound Projects with clear objective and scope to reduce effort and go digital.

ViSHWAS: create a competitive edge through service differentiation and working on CPR, Customer Interactions, process & Journey creation to reduce People level errors and extending support to front end through simplifying process

Timely implementation of new instructions / regulations at circle level

Timely & accurate submission of all reports to Corporate / Circle TERM / Regional TRAI HQ /Auditors

CAG workshops with higher customer participation QoQ and within budget

Proactive & Corrective Action taken, Compliance improvement and reduction in FD

LEA / Sanchar Sathi / Annex 2 & all Regulatory actions monitoring and reduction impacting Prepaid and Postpaid Churn

Key Result Areas/Accountabilities

Monthly TERM compliance including adhoc TERM audits

TERM audit compliance score >99%

100% Compliance on quality of subscriber verification & Drive RV for -TAFCOP/DIU cases

Compliance to all the interventions by DoT/TRAI to quality of subscriber verification such as Sanchar Saathi/ASTR/Industry Bulk/NCRP

Reduction in LEA /SS churn by ensure high REPV ensuring Retention >60%

Regular engagement with authorities & CAG/TRAI Work shops

Identification & proactive base compliance

Internal & External Audit Compliance

Drive Digital adoption in servicing customers by promoting Digital service channels like APP, CHATBOT, web, and identify various modes of promoting these channels for enhanced customer experience.

CPR (Customer Pain Reflection) - NNW complaints (Absolute and CPKS)

Customer effort score - 7 days repeat reduction in absolute numbers (Assisted channels)

Customer Pulse - NNW TNPS (CC, Retail, Digital)

Digital SR% - Digital SR% = Count of Digital SR / (Sum of digital + assisted SR) (Excludes SRs - IVR & Auto/system

generated)

Insights - No. of Recommendations shared for transformation which are implementable & highly effective.

Process Compliance: Administer & operationalize all instructions compliance requirements at circle & cluster to ensure improvement on all CS compliances and no Financial disincentive.

Core Competencies, Knowledge, Experience

Sound communication & liaison skills Analytical Thinking & Sound system / CRM tools Knowledge Experience: Prepaid retention process & Lifecycle management, Call Centre Management Superior Data base handling & management Skills to manage large Teams / Corporate Vendors / and varied work environments Experience of handling Term & Regulatory compliances

Must Have Technical / Professional Qualifications

Graduate with preference to MBA. 5 – 7 Years of Experience in relevant with last 2 years in relevant field. Expertise in MS Access and SQL.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership