Role Purpose:

• Drive decisions for operational activities and set strategic goals


• Lead VOIS Care operations for diversified markets, service lines and segments (Germany, Ireland, Italy, Spain and CIOT, through multi-channel (Back Office, Web-Chat, Voice & Converged) for any given market.


• Account manager and single interface with partners, owning the pipeline growth, efficiency and transformation of service for any given market.


• Accountable for Care performance, compliance, delivery, BCP and CXX across locations with the focus of providing a consistent approach and partner experience for any given market.


• Accountable for governance plans for demand management, P&L, budget reviews, capacity planning and driving operational efficiency.


• Lead strategic programs with operations managers and VOIS partners to streamline plans for ongoing improvements and drive higher customer resolution index.


• Owns SPIs, OPIs and MPIs and resource delivery while ensuring optimum utilization and productivity across multiple lines of business.


• Defines the operational framework and reviews progress with Local Markets' senior leadership on quarter and annual basis and leads business plans implementation across service lines.
  Key accountabilities and decision ownership:


• Execute digital first efficiencies through identifying opportunities, setting optimization plans and leading the supporting functions to rollout value-creating initiatives.


• Leads performance excellence across multi channels in all centres & Service lines, with key responsibility of the delivery, CXX and continuous improvement through the internal governance and partner engagement platforms.


• Assesses potential risks on customer, employee, and business impact as part of change management accountability and partners with relevant stakeholders in Local Markets and Service Delivery Leads in VOIS to set change control mitigation plans.


• Governs the volume & demand purchase by Local Markets to achieve budget targets, audits


• Manage and motivate the Service Delivery Manager to deliver high levels of engagement and performance at all levels, bring in people with the right customer mind set. Balance the team with both the technical competence, innovation and delivery required to perform at this level
  Core competencies, knowledge and experience


• Putting Customers First


• Performing Through Our People


• Delivering Results


• Managing In A Changing Environment


• Making A Personal Difference


• Communicating For Impact


• Learning Agility

Must have technical / professional qualifications:

• Advanced knowledge of Customer Care, Service Channels (systems, processes, techniques, etc.)


• Proven ability in building and growing internal and external business relationships


• Proven record of involvement in business critical projects experience


• Excellent communication skills with internal and external stakeholders and ability to addresses concerns and facilitates two-way feedback


• Strong commercial awareness and understanding of commercial business units


• Excellent presentation, influencing and negotiation skills


• Data aware and analytical capability to translate operational metrics into customer experience


• Advanced analytical and data interpretation skills


• Strong analytical, problem solving and decision-making skills


• Passion for customer experience


• Ability to manage and coordinate multiple activities under tight timeframes, while maintaining the professional standard.


• Excellent command of Excel, PowerPoint, Access, projects, Visio, etc.


• Highly motivated self-starter who can drive changes with passion for Vodafone


• Excellent communication skill in English.


• Must be willing to travel once quarterly.


• Objective focused


• Excellence mind-set striving to exceed expectations


• Must have off shoring background


• International experience and cross-cultural sensitivity

_VOIS