GM - Consumer Operation

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role purpose :

• Responsible and accountable for delivering best-in-class service to VOIS clients by setting and driving the account’s as well as the company’s strategic objectives and managing the account’s P&L to ensure the growth of the business
• Responsible for the management of seamless service delivery, quality and cost optimization, service revenue retention and expansion, billed work, and overall partner satisfaction
• Accountable for the account performance, compliance, service delivery and BCP across locations with the focus of providing a consistent approach and partner experience for any given market
• Drives revenue by managing ‘Sales through Service’ / “NBA” activities and supporting local market to exploit the untapped opportunities and target new / underserved customers
• Leads strategic programs with operations managers and _VOIS partners to streamline plans for ongoing improvements and drive higher ‘First Contact Resolution’ / “NPS”
• Defines the operational framework and reviews progress with Local Markets’ senior leadership on monthly / quarterly and annual basis and leads business plans implementation across service lines

Key accountabilities and decision ownership :

1. Strategy & Planning

2. Client Management

3. Operational Management & Leadership

4. Business Development

5. Customer management & Support

Who you are

Core competencies, knowledge and experience

Must have technical / professional qualifications :