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Collection Head

3 months ago

mumbai, India Airtel Business Full time

Collections Lead

Bangalore, India


We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before’ .


Function : CE

Reporting To: TL-Collections

Job Level: DGM


Purpose of the Job

Responsible for Custodian of Customer Service Experience and to deliver and own CSD KPI’s for the Zone in line with AOP and to Implement & Drive Collaborative Initiatives across Departments on Customer Service at a Zonal Level, in order significantly enhance business performance.


Key Deliverables

Ensure operational execution of Collection & Retention strategy to reduce churn and Bad debt

Effective Management of ARC’s to ensure superior customer experience for pre& post customer

Drive Complaint reduction and increase FTR at ARCs/ASCs/AEOs

Drive High Value Service Experience to increase customer retention and Revenue from these segments

Drive Rural Service Experience through ASC expansion and ASC engagement & training.

Drive Compliance Management through continuous education at Distributors/Retailers on document adherence, Quality of APEF & reduction of multiple APEF

Regular review and monitoring of channel partners & agencies to ensure higher performance and productivity

Ensure self-care awareness, Vas revenue up sale, GPRs & data service solution at touch points


Skills Required

Strong Analytical skills

Very high Excel and financial modeling skills

High process orientation

Good communication skills

Result - Orientation

High negotiation skills



Educational Qualifications

Full Time graduate, preferably MBA/ PGDM


Work Experience

12+ years of Collections Experience

Preferably Telecom