General Manager

General Manager

General Manager

General Manager-training & Quality, Customer Service

Vodafone Idea Limited 4.2(353 reviews)

 10 - 15 yrs


Job Description


  • Job Purpose:
    To Lead the Training & Quality function for customer service for the Enterprise Function

    Key Result Areas/Accountabilities
    1. To successfully implement all the training (Functional & behavioural) programs within Enterprise CS Teams and Service partners
    2. To co-ordinate, manage and deliver the in-Enterprise execution, integration and on-going tracking of a world-class blended programme of training, coaching and follow up activity that delivers complex solution and services capability, enhances skills, and Technology knowledge development (Mobile + Fixed) in a complex B2B (Enterprise) marketplace
    3. Ownership of RNPS & TNPS (Relationship NPS and Touch Point Net Promoter Scores) to improve customer experience. Build systems and Process based on the insights of Relationship NPS & TNPS
    4. Creation of differentiated Enterprise (B2B) service experiences

    Core Competencies, Knowledge, Experience
    1. Extensive experience in training ,coaching & Quality
    2. Capable to understand complex solutions and impart that knowledge effectively 
    3. Ability to build strong relationships, and credibility, at all levels utilising a high degree of influencing skills
    4. Highly creative and able to deliver training through best in class training methods and build methodologies in quality function through audits, six sigma process engineering 


Salary: INR 20,00,000 - 35,00,000 PA.

Industry:Telcom, ISP

Functional Area:Other


Employment Type:Permanent Job, Full Time

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