Sheena Joseph
National Head CS, Enterprise Business | Vodafone Idea | Building Enterprise Experiences | Driving Growth through Technology, CX and Operational Excellence
- Role
- National Head - Customer Service & Operations, Enterprise Business at Vodafone Idea Limited
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Sheena Joseph
I turn complex enterprise ecosystems into performing, scalable business…
Experience
National Head - Customer Service & Operations, Enterprise Business
Jun 2021 — Present · Mumbai, IN
Leading Customer Experience, Life cycle Operations, Account Management and Receivables Management for Enterprises. Driving transformative initiatives and BAU operations to scale $Billion B2B business annual operating plans as a core member of the Enterprise Leadership team at Vi.Functional leadership of Service Management, Billing, Credit & Collections, Retention (Churn & CVM), Digital Care, Contact Centres, Partner Operations, Incident Management, Order Management, Onboarding, Activation, Service Capability (service design, project management, communications & training), and Regulatory implementation Verticals Coverage: • Enterprise Products: Mobility 5G, IoT, Fixed Line Data & Voice, Cloud, Security, Colocation, SaaS, Infra, Managed Services, and Emerging Business portfolios. • Enterprise Customers: Global, National, and Cluster Strategic Accounts, Government, SME & Soho, Carrier customers, and Vodafone Group’s global base in India.Key Outcomes: • Customer Retention: Reduced churn with a 16% improvement in key lines of business. • Financial Discipline: Achieved >50% reduction in bad debts and triple-digit AR health improvements. • Operational Efficiency: Delivered a 77% increase in annual cost savings via Opex optimization and digital-led initiatives. • Customer Experience: TNPS and RNPS scores up 12–50% across Enterprise touchpoints. • Digital Maturity: Advanced digital asset creation, journey redesign, adoption, and automation, driving cost, satisfaction, and retention outcomes.
Education
Indian Institute of Management Ahmedabad
Business Leadership Program (BLP)
O.P. Jindal Global University (JGU)
Master of Business Administration - MBA
Aptech Learning
Higher Diploma in Information & Systems Management
Manipal University Jaipur
Master of Computer Applications - MCA
SIES College of Management Studies - India
Master of Business Administration (MBA)
University of Michigan - Stephen M. Ross School of Business
Tata Group Emerging Executive Leaders Program
Indian Institute of Management, Ahmedabad
Business Management
Skills
- Telecommunications
- Product Development
- Pmp
- Leadership
- Transition Management
- Strategic Planning
- Program Management
- Project Management
- Customer Support
- Start-Ups
- P&L Management
- Communication
- Service Delivery
- Strategic Partnerships
- Team Management
- Team Building
- Management
- Strategy
- Cross-Functional Team Leadership
- Managed Services
- Outsourcing
- Key Account Management
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.