Agm - Regional Service & Collections

1 day ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 35722- Location: Mumbai, IN- Function: VIBS- About:
**Role**

AGM- Regional Service & Collections

**Job Level/ Designation
M2

**Function / Department**

Enterprise - Customer Service

**Location**

Mumbai

**Job Purpose**

**Drive core business by winning in our market place**

To ensure customer retention by driving operational intensity (across lead & lag indicators), in-depth analysis, implementing retention tools & best practices exchange, R&R, process interventions & automation.

**Focus on Company Financials & Growth; Leverage scale benefits, operating efficiencies and cost consciousness**

To drive efficient collections and reduction in Bad Debt / DSO by creating a strong ecosystem to drive timely reconciliation, strong cross functional collabortion related to dispute resolution / Taxation / Invoicing & suspense accounts, IT interventions, automation & tight governance.

**Drive the Customer First agenda (Focus on CXX / Quality)**

To drive a high net promoter score by ensuring max customer responses, timely closures of detractor responses, improving customer connects, drive service improvement plans (SIP) / service development plans (SDP) and process / system corrections to build a benchmark customer experience.

**Empower customers (Focus on Digital)**

To drive adoption of digital tools in customer and non customer facing digital assets thereby empowering customers, elevating experience & improving ease of operations

**Empower People**

People Engagement & Capability

Experience : 5-7 years in Customer retention roles.

Team management experience preferred.

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