Senior Operations Manager for Customer Relations and Collections

6 days ago


Gurgaon, Haryana, India Airtel Full time
About the Role

We are seeking a highly skilled Senior Operations Manager to oversee our customer relations and collections team at Airtel. In this pivotal role, you will be responsible for ensuring timely and efficient collections of bills from customers while maintaining a high level of customer satisfaction.

Key Responsibilities
  • Collection Efficiency: Ensure that 90% of all collections are made within 0-60 days and 99% within 0-90 days, thereby minimizing bad debts and maximizing revenue.
  • Dispute Resolution: Collaborate with customers to resolve disputes in a timely and efficient manner, adhering to internal SLAs and agreed-upon terms.
  • Customer Communication: Provide necessary information to customers and receive updates on their accounts to facilitate smooth communication and minimize rejections.
  • Team Collaboration: Work closely with various departments within the company to resolve customer issues and ensure seamless service delivery.
  • Compliance: Adhere to company policies and procedures to ensure regulatory compliance and maintain a positive reputation.
Major Challenges and Opportunities
  • Bad Debt Reduction: Implement strategies to minimize bad debt and improve overall collection efficiency.
  • Timely Dispute Handling: Resolve customer disputes promptly and fairly, maintaining a high level of customer satisfaction.
Requirements and Qualifications
  • Results-Oriented: Proven track record of achieving collection targets and improving customer satisfaction.
  • Analytical Skills: Ability to analyze data and identify trends to inform business decisions.
  • Collaboration: Excellent teamwork and communication skills to work effectively with cross-functional teams.
  • Networking: Strong networking and interpersonal skills to build relationships with customers and stakeholders.
Compensation and Benefits

The estimated salary for this role is $80,000 - $110,000 per annum, depending on experience and qualifications. Additional benefits include medical insurance, retirement savings plan, and opportunities for professional growth and development.



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