Agm-cnc & Retention Bo

2 weeks ago

Chennai, Tamil Nadu, India Vodafone Idea Full time

Job Req ID:

Location: Chennai, IN- Function: Other- About:

  • 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.

Role
AGM - Collection and Retention Back office

Function / Department
CS - Retention and Collections

Location
TN-Chennai

Job Purpose


To drive Consumer Collection which help in achieving lower Bad debt and Churn: Improve higher buckets collections through Telecalling / Field partners and recovery thru legal activities.


Devise strategies to improve collection and reduction bad debts, waiver and cost and collaborate with post-paid stake holders to enhance customer experience, digital and Telco adoption and ring fence customers with best fit plans.


Key Result Areas/Accountabilities

  • Achieve Monthly Circle Collection, churn, bad debts, waiver and cost budgeted target.
  • Monthly planning and target setting for circle and zones.
  • Partner engagement and efficiency build operational efficiency at collection agency thru structured review and governance.
  • Build a strong feedback / VOC mechanism through continuous engagement with partner teams and customers
  • Ensure process compliance adherence to national processes, identifying process improvements, redefining processes with mapgap analysis, best practice sharing and ensuring implementation
  • Responsible for working with cross functional teams like Retail, Marketing, Network and CS cross functions to drive postpaid kpi's collection, digital payment and churn and bad debt reduction, improve customer experience
  • HSW compliance at agencies
  • Zonal Team engagement providing inputs, training and development on building capabilities, skills, competencies

Core Competencies, Knowledge, Experience

  • 8 to 10+ years of experience in managing postpaid billing and collection, customer retention specifically in individual consumers.
  • Experience in agency / partner management
  • Good knowledge in legal and recovery process
  • Experience team management and cross functional collaboration

Must have technical / professional qualifications

  • Graduate or Post graduate
  • Strong data analytics and presentation skills
  • Effective communication skills and decision making ability

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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