Agm - Fl Retention & Cvm

2 days ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 39636- Location: Mumbai, IN- Function: VIBS- 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**

Lead - FL Retention & CVM

**Job Level/ Designation
M2/AGM

**Function / Department**

Enterprise/Business Services

**Location**

Mumbai/Delhi/Bangalore

**Job Purpose**
- FL Retention & CVM Lead is a Strategic role that aims to design and implement strategies to control FLX churn. Support to front liners or business with predictive customer behaviour analytics and reports.
- Drive continual process improvement strategies that Strikes a balance between : Cost, Time and Quality
- Be vigilant about sources of revenue leakage and plug the gaps.
- Drive cross functional interlocks

**Key Result Areas/Accountabilities**

**Strategic**
- To Control FLX Churn by implementing retention strategies.
- Control Service waivers by driving Service Improvement plans.
- Strong Governance of FLX Ops team to ensure timely processing of E2E termination and accurate reporting.
- Asset recovery within TAT and ensure End to End closure of termination orders.
- Keep management updated on key parameters influencing organisation revenue goals.

**Operational**
- To have detailed RCA for reactive churn and drive Preventive actions to avoid such churn.
- Should be updated with predictive churn and collaborate with cross functions for corrective actions.
- Conduct random audits and highlight process gaps in working of FLX Ops team. Drive actions for improvement.
- Keep internal customers updated and informed about Churn Trends and Waivers as per set intervals.

**Key performance indicators [max 3]**:

- FLX Ops Team Governance
- FLX Churn Control
- Waiver Control and Asset Recovery

**Core Competencies, Knowledge, Experience**
- 7-8 years of experience in handling Customer Service Operations and Minimum 2 years of relevant experience in Churn Control.
- Domain knowledge of Telecom - specifically of Non Mobility / Fixed Line Products.
- Should have strong data analytic and problem solving skills.
- Should hold good command in MS Excel and Power-point.

**Must have technical / professional qualifications**

**Desired Competencies/ Skills**
- Should be flexible, adaptable and ready to engage with Co-workers. Willing to learn and ask questions.
- Ability to manage in dynamic, high - growth, high - uncertainty environments
- Should possess ability to get “Quality” angle on all Operational parameters

**Educational Qualifications**
- Bachelor in Engineering Degree
- ITIL Certification on Foundation

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

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