General Manager Consumer Operation

About VOIS

VO IS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations : Albania, Egypt, Hungary, India, Romania, Spain and the UK.

Over 29,000 highly skilled individuals are dedicated to being Vodafone Group’s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.

Established in 2006, VO IS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.

About VOIS India

What you’ll do

• Lead the delivery of best-in-class services to VOIS clients, ensuring alignment with strategic objectives and account growth.
• Manage account P&L, service revenue retention, billed work, and partner satisfaction.
• Identify and resolve service gaps to prevent customer complaints and maintain competitive rankings.
• Oversee compliance, business continuity planning, and consistent service delivery across locations.
• Drive revenue through ‘Sales through Service’ and ‘Cross Sell’ initiatives, supporting market expansion.
• Collaborate with operations managers and partners to improve First Contact Resolution and Net Promoter Score.
• Define operational frameworks and lead business plan implementation with local market leadership.
• Translate service agreements and functional plans into actionable roadmaps.
• Engage with stakeholders to ensure service operational requirements are met.
• Compile customer requirements and ensure consistent partner experience.
• Monitor and improve KPIs including service levels, quality standards, and customer satisfaction.
• Lead performance and experience initiatives including NPS, FCR, and engagement scores.
• Grow business with existing partners and manage end-to-end customer experience.
• Handle escalated customer cases and drive continuous improvement.

Who you are