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AGM - Retention & Collection

3 months ago

Indore, Madhya Pradesh, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a collaboration between Aditya Birla Group and Vodafone Group, standing as a prominent telecom service provider in India. The company offers Voice and Data services nationwide across 2G, 3G, and 4G platforms. With a broad spectrum portfolio catering to the rising data and voice demands, the focus remains on enhancing customer experiences and contributing towards a digitally empowered India. Vodafone Idea Limited is dedicated to facilitating connectivity for millions and aiding in building a better future. The company is actively working on infrastructure development to embrace advanced technologies, ensuring both retail and enterprise customers are well-equipped with innovative solutions accessible through digital channels and physical presence.

Role:

C&C and Retention BO

Job Level/Designation:

M-2/AGM

Function/Department:

Customer Service

Location:

Circle Office-Indore

Job Purpose:

  • Act as a backbone for Retail Retention and Collection operations, ensuring optimal support and data to drive front-end performance for achieving critical KPIs.
  • Handle backend MIS for Collection & Retention Vertical.
  • Manage Audit & Governance Processes.
  • Oversee back-office operations and coordinate with key departments for smooth overall operational flow.

Key Result Areas/Accountabilities:

  • Implement continuous audit & governance for performance driven processes.
  • Provide insights for target setting and incentive planning for all KPIs in collaboration with the management team.
  • Allocate Churn requests to respective teams.
  • Ensure efficient cost management and commission payout process at the circle level.
  • Supervise Receipt book process to prevent any fraudulent activities in collections.
  • Drive non-physical collection methods across the circle like SMS, Email, OBD, etc.
  • Offer operational MIS support to collection agencies and departments for effective provision, collection, and churn activities.
  • Coordinate for complaint closure and other departmental activities.

Core Competencies, Knowledge, Experience:

  • Demonstrate strong data and analytical skills.
  • Proficient in MS Access, Excel, and Presentation tools.
  • Exposure to BI, Netezza, and COGNOS.
  • Sound understanding of accounting processes and systems.
  • Ability to influence cross-functionally in a matrix structure.
  • Excellent communication and presentation skills.

Must-have professional qualifications:

  • Graduate/Post Graduate in any field.
  • Proficiency in Communication.
  • MS Office & Presentation Skills.

Vodafone Idea Limited (formerly known as Idea Cellular Limited)
An alliance between Aditya Birla Group & Vodafone