Agm-retention&collection

Job Req ID: 39527- Location: Indore, 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.

**Role**

C&C AND Retention BO

**Job Level/ Designation
M-2 /AGM

**Function / Department**

Customer Service

**Location**

Circle Office-Indore

**Job Purpose**

Be the backbone for the overall Retail Retention and Collection team and provide best possible support and data to drive the front end operations to deliver companies critical KPI’s and performance.

Responsible for driving all post-paid mobility retention aspects by bringing in analytics on Churn

Responsible for Audit & Governance Process

The job involves to manage back office operations and coordination with all the critical department (SSC, Corporate, CS, Network, IT) to ensure smooth functioning of overall operations at all levels..

**Key Result Areas/Accountabilities**

Responsible for Postpaid Retentions
- MNP, Cancellations, Voluntary & Post to Pre
- Manage OBCC(Outbound Call Centre) Seats with frequent visits & review on Retentions
- Continuous audit & governance to be built enabling process driven performance
- Visit Zones, Stores, Collection Agencies periodically to download Retention activities & derive results
- Provide input through simulations in monthly target setting and incentive roll out for all KPI’s with management team.

Allocation of Voluntary and Involuntary Churn request to respective teams

Manage cost and payout commission process at circle, including creation of GRN and PO. Address queries from agencies and get them closed from SSC

Manage Receipt book process and governance to ensure that there is no fraudulent activity in the collection process.

Drive nonphysical collection follow through circle i.e. SMS, E-mail, OBD etc.

Support collection agencies and other departments with data/operational MIS on provision, collection, churn, wavier, cost etc.

Coordination with various department for complaints closure and other activities.

Responsible for Audits & reverts in coordination with R&C team members

**Core Competencies, Knowledge, Experience**

Strong data and analytical skills.

Hands on experience of MS Access, Excel and Presentation tools

Exposure to BI, Netezza and COGNOS

Sound accounting / process / systems knowledge / experience

Capability to influence cross functionally under matrix structure

Good Communication Skills and presentation skills

**Must have technical / professional qualifications**

Graduate / PG in any field

Communication skills

MS Office & Presentation Skills

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