AGM-BD Alternate Channels

Vodafone Idea Limited; Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Vodafone Idea Limited seeks an AGM to lead domestic A2P operations, aligning processes, strategy, and revenue growth. You will coordinate with backend teams, regulators, and partners to improve service quality and ensure regulatory compliance across the organization.

The role demands extensive experience in telecom operations, strong communication, and the ability to manage multiple escalations while driving end-to-end operational excellence.

Qualifications

• Graduate from any university.
• MBA will be an added advantage.
• >8 years of experience in similar field and industry.
• Knowledge on A2P messaging/Firewall/RBM-RCS.
• Understanding of TCCCPR 2018.

Responsibilities

• Implement the right processes and practices across the organization.
• Formulate strategy, improve performance and drive revenue growth.
• Improve Operational Management system and monitor KPIs.
• Ensure proactive customer issue resolution with ownership.
• Translate customer requirements into scalable solutions.
• Maintain regulatory readiness and compliance with TRAI directives.
• Collaborate with tech-partners and cross-functional teams.

Skills

Management experience

Communication skills

Multitasking

Problem solving

Client/vendor communication

Working under pressure

Education

MBA

Graduate degree

Tools

A2P messaging

RBM-RCS

Firewall

Job description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Level: M2

Position: AGM

Role: Domestic A2P Operational Manager

Job Scope

The Operations Manager role is mainly to implement the right processes and practices across the organization. The specific duties of an Operations Manager include formulating strategy, improving performance, and find ways to increase quality of customer service and implement best practices across all levels and ensure the revenues are increasing.

Job Responsibilit Ies

Improve Operational Management system

• Improve Operational Management by adopting best practices across industry and implement the same.

Perform quality controls and monitor production KPIs

• Strengthen Operational Excellence by benchmarking industry best practices and implementing relevant practices across the organization to improve efficiency, quality and customer experience.
• Drive Revenue Growth from Existing Products by closely tracking revenue performance and partnering with the Account Management team to identify and maximize incremental revenue opportunities.
• Ensure Proactive Customer Issue Resolution by supporting AMs in addressing customer concerns and ensuring timely closure with clear ownership and accountability.
• Identify and Develop New Business Opportunities by collaborating with AMs to understand customer requirements and translate customized feature/service needs into scalable solutions.
• Ensure Technology Readiness by working closely with the Circle Technology teams to proactively identify and resolve POI congestion and network-related challenges.
• Maintain Regulatory Readiness by staying abreast of TRAI directives, regulatory developments and industry requirements, and ensuring timely implementation across relevant functions.
• Drive Industry Collaboration by actively participating in COAI forums and building industry consensus on solutions and frameworks requiring collective implementation.
• Ensure Regulatory Compliance through Partners by engaging with technology partners to drive timely product development and enhancements required to demonstrate compliance with TRAI directives and regulations.
• Drive Strategic New Initiatives such as DLT-to-DLT integration and the Consent Registration Framework (CRF), creating new avenues for revenue growth, monetization and margin improvement.
• Translate Customer Requirements into Solutions by systematically identifying business needs, defining solution requirements and collaborating with relevant stakeholders to deliver scalable and commercially viable outcomes

Inputs for Product Development

• Basis identified customer requirements, defining requirements from product/ features perspective, and briefing the Technology/ IT teams /Tech Partners

Go To Market

• Direct Aggregator

Cross Function Interactions/ People Skills

• Work closely with backend teams (RA, IT, Billing, CnC) to ensure the customer requests / issues are addressed.
• Interact closely with regulatory, legal, finance, customer support, technology, IT, billing, RA, sales etc – to guide, support and sustain the product from various functional angles

Good To Have Skills

• Experience in a management role with excellent communication skills.
• Experience in handling end- to-end operation of product
• Excellent English written and verbal communication skills
• Ability to work under pressure
• Able to multitask to manage multiple escalations
• Confident at presenting and talking to clients and vendors
• Problem Solving Skills

Qualification And Experience

• Graduate from any university
• MBA will be an added advantage
• >8Years of Experience in similar field and similar industry
• Knowledge on A2P messaging/Firewall/ RBM- RCS
• Should have understanding of TCCCPR 2018

Key Result Areas

• Adopting Regulatory, Market and technology trends
• Problem Solving & Customer CSAT
• Managing Internal & External Customers
• Managing End-to-End Operations of product
• Interacting with various Tech-Partners
• Manage relationships with key operations vendors

Vodafone Idea Limited

(formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership