Gm-customer Service

Job Req ID: 47038
- Location: Lucknow, IN
- Function: Other
- 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

Circle CS Lead

**Job Level/ Designation**

M3

**Function / Department**

Customer Service

**Location**

Lucknow

**Job Purpose**

This position is responsible for managing Credit Risk and Receivables with a view to minimize bad debts covering all trade receivables - Mobility (Retail & Enterprise), Operator receivables & Payables, Fixed Line Voice & Data (Multiple Products), Terminals, Data VAS, Bulk SMS.

On Postpaid Retentions, Responsible for driving Retention at FOS agencies and Retail teams. (Consumer & IOIP), Focus on reduction in Customer churn & Revenue churn

It is also responsible to support business by ensuring world class customer experience to retain them and enhance revenue through On boarding and life management processes.

Ensure proper onboarding through efficient activation process, resolve customer complaints and ensure timely and relevant communication.

**Key Result Areas/Accountabilities**

**Credit Collections and Bad debts**:
To drive Consumer Collection to lower Bad debt and Churn
- Improvement in Pre-due date penetration (AON 0-3, 4-6, 7-12 and > 12 months )
- Bucket efficiency on collections through Field partners, Drive UPI Auto pay, drive lowest Bad Debt and Cost of Collection
- Field collection & Consolidation of Field agencies, Waiver, FOS governance ( field partners ), strengthen waiver & settlement process

To drive Invol churn which will help in achieving positive Net Adds, by resolving customer issues on priority and offering retention offers
- Drive Barring and Suspension reduction from < 12 Aon, Mitigate Risk, seamless Onboarding & Managing Quality of Acquisition, 100% compliance to national C&C processes. No repeat fatal, FastTrack & compliance escalation

**Customer Churn Management**

Drive monthly and YTD Postpaid Churn and Retention performance for Consumer & IOIP Mobility across churn categories and customer segments, to contribute positive net additions target for the Cluster.

**KYC, TERM Compliance, Digital Adoption**

Efficient KYC based processes such as activations & SIMex process, PDR, TOO, RV ect for both prepaid and postpaid and Number Management/Process Management.

Ensure TERM Compliance to all regulatory process and initiatives such as Monthly CAF Audits, NCRP, DIU, ASTR, Sanchar Sathi etc. Ensure Process Compliance CS compliances and no Financial disincentive. Supervise & examine health of process through audits

Drive Digital adoption like Digital service channels like APP, CHATBOT etc. and enhance CXX.

**Customer Experience & Process Improvement, Complaints, Regulatory Compliance**

Drive Effortless Customer Experience through improved TNPS (drive LTR, FTF & TF at Cluster) and improvement on CEI and RCEI over baseline
- Drive Implementation through Program Nipun & Innovation for continuous improvement and simplification of processes
- Increase UPI Autopay penetration, - Implement Customer Centricity program: Nipun, - Effortless Experience for customer journeys, - Reduce customer complaints, - Drive payments and upgrades through digital modes

Complaint management: Coordination of fastrack/ CBO complaints needing cluster intervention, reduce FOCS complaints for OBCC, Collection agency and Postpaid Channels

**Core Competencies, Knowledge, Experience**
- Credit ri