Relationship Support Manager-Bangalore
About VOIS:
VOIS (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, VOIS 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:
In 2009, VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.
Role Purpose
Responsible for leading a team of Relationship Support Management colleagues who deals with transactional requests and works on Omega requests. The team would be providing in life service support to National Account Manager to deliver the best possible service experience for customers. This role interfaces with internal Vodafone departments to drive the resolution of issues or complex customer queries. A detailed understanding of operating process is required and a passion to problem solve with attention to detail is critical.
You will expertly handle high-value, complex customer needs, address escalations, and manage bespoke requests around performance, quality, and continuous improvement, ensuring an elevated customer experience.
As a Lead, your role is pivotal in fostering a high-performing team that delivers exceptional client experiences. You will lead, mentor, and inspire a group of Relationship Support Team, empowering them with the skills, strategies, and tools needed to drive customer satisfaction. By setting clear goals, conducting performance reviews, and providing continuous feedback, you’ll ensure your team is equipped to build strong, lasting relationships with clients.
Core competencies, knowledge and experience
People Management of all direct reports
•Own team’s BAU activities
•Manage and resolve stakeholder escalations
•Monthly call with RS Stakeholder
•Deliver team KPIs as per requirements
•Relationship Management with excellent networking and influencing skills
•Proactive Communication Skills with a desire to take ownership and drive for delivery
•Help with the Net Promoter score for the customer working along with the NAMs
KPI’s
•Team Performance and Development
•Operational Efficiency
•AttritionPartner Surveys
•Leadership
•Service Improvement
Essential
Overall 6+ years of relevant experience with track record of managing accountability of service relationship for global/international enterprise accounts on leadership & individual level
•Minimum of 1+ years of experience in People Management role
•Critical Thinking: Ability to think critically and make data-driven decisions.
•Leadership: Leading and mentoring relationship support teams, setting goals, and establishing standards.
•ITIL 4 Certified
•Must be an Influencer – Collaborator with influencing skills to navigate through organizational teams.Adaptability: Being flexible and adaptable to changing customer needs and business environments.
•Time Management: Efficiently managing time and prioritizing tasks to meet deadlines and achieve results.
•Conflict Resolution: Effectively handling conflicts and de-escalating tense situations with internal and external stakeholders.
• Empathy: Understanding and addressing customer concerns with patience and emotional intelligence.
Who you are
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
India:
VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees’ growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.
As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 10 Best Workplaces for Millennials, Equity, and Inclusion, Top 50 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 10th Overall Best Workplaces in India by the Great Place to Work Institute in 2024. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!
Apply now, and we’ll be in touch!