Role purpose:

To be the primary interface between VOIS and Vodafone UK with full accountability for the, Compliance and customer experience.

Works together with the Delivery Unit develop a culture of Continuous improvement and development of a strong working relationship to deliver the Vodafone UK Customer Operations.
Contribute to the creation and implementation of best practice compliance vision, strategy, policies, processes, and procedures to aid and improve operational performance
Contribute to new business initiatives and projects, review and communicate the impact on Compliance activities
Ensuring continuous efficiencies & operational optimization for VF UK.
Act as a Compliance control assurance catalyst for all Vodafone UK current processes and required change.

Key accountabilities and decision ownership

Risk and Compliance Governance /Customer Experience

Total responsibility over for the management and the execution of all Customer Experience projects and execute effective governance frameworks with partner.
Shares Vodafone UK performance including Partners contribution to results
Pro-actively shares understanding of customer’s requirements from across the organization including product/service roadmaps, associated performance against KPIs.
Regular feed to UK Teams on NPS performance.
Improvement Opportunities, Recommendations, and activity plans to be created and reported quarterly.
Ensure to focus on celebrating great customer feedback, accreditation results and NPS achievement monthly through a commendation process in house as well as across site.
Manage on Operational Commercial risk and reward components monthly for all KPIs

Compliance Improvement & Complaints Management

Responsible for all Compliance matters in Billing, Technical, Webchat and Backoffice service lines by providing a Compliance module for each SL which will help by developing the advisor’s performance as well as achieving the required scorecards.
Calibration of the call/ chat/ transactions’ quality evaluation standards for all inbound and outbound/ chats/ transactions.
Ownership of Compliance systems performance and activities against which the actual performance will be measured/reported
Responsibility for a Compliance reward program for the people to drive motivation
Provides effective support in areas of Compliance Assessments,
Developmental Coaching and Compliance specialists. Responsible for the Compliance scores, Ensure the right set of performance measures is used to effectively manage to deliver against Vodafone UK targets.
Lead regular performance reviews to provide operations and HR to define improvement plans
Provides performance raise flags, risks& recommendations as well as needed action plans proactively.
To ensure that implemented solutions meet the business requirement, and passing incident report from the technology team for the major outages

Relationship Management

Engage with relevant partner stakeholders to ensure appropriate action plans are developed and delivered in line with the business’ tactical requirements and needs in relation to operational performance
Ensure that Vodafone UK requirements are understood through operational awareness and effective Stakeholder Management
Design and deliver plans in line with Vodafone UK and the segment plans
Develop and maintain the governance model for regular business reviews
Define and implement regular performance forums to facilitate their two-way feedback and define operational improvement plans
Maintain and support performance against agreed operational measures
Utilize partner relationships to drive desired behavior

People Management

Develop a unit and identify required resources and skill sets/competencies required to successfully carry out team plans
Dimension each subordinate optimal and maximum productivity levels and determine appropriate workload as a consequence
Promote a learning culture by establishing a learning process through continuous sharing of knowledge and support to facilitate the development of skills of others
Provide formal and informal performance feedback on an ongoing basis
Managing the below structure with a dedicated support for each entity:
- Lead the Compliance Team serving the billing service line
- Lead the Compliance Team serving the Webchat Service line
- Lead the Compliance Team serving the Technical Service line
- Lead the Compliance Team serving the Backoffice Service line
- Lead the Compliance Team serving the Tele-Sales Service line
- Lead the Compliance Team serving UK account

Minimum of 10 Years of Work Experience
Minimum of 2 Years People management Experience
Advanced knowledge of call centre industry (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

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 both in English
Objective focused
Excellence mindset striving to exceed expectations
Ability to work with minimal supervision
Preferably off shoring background

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