Agm - Collections

Job Req ID: 47538 - Location: Mumbai, 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** Retail Collection Operations **Job Level/ Designation** M2 **Function / Department** Customer Service **Location** Corporate (Mumbai) **Job Purpose** - Overall Collections Forecasting, target setting & ownership to ensure collection Targets are met. - Overall Waivers forecasting target Setting & ensuring of target achievements. - Bad Debt Forecasting, target setting, driving circle team for Bad debt recovery focussing high bucket recovery drive through National Lok Adalat’s - Bad Debt write off of >3 Year cases gets signed off and updated in system. - Ensuring yearly term Audit of Bad debt write off and overall Bad debt cases - Basic understanding of legal frameworks around recoveries and arbitrations. Work closely with Internal Corporate Legal teams and advisors to manage default, recovery suits & Legal Communications. - Helping resolve FOCS complaints / issues and helping with compiling and monitoring of Agency Penalties of valid cases & Reduction of FOCs complaints. - Cost Management. Oversee the cost structure of the billing and collections function and making yearly Collection & Retention cost budgets and ensuring Budgets are met - Manage all Field Vendors Payout’s structure alignment & - Identify opportunities to automate and leverage Red App to streamline the processes and lead the process improvement projects. - Ensuring Allocations are timely sent to Red App Servers and down the line circle’s and Agencies - Collection dunning process to be followed and adhered strictly. - Dedupe automated process being followed as per defined process - Post to Pre & MNP drive to ensure early Bad debt Recoveries. **Key Result Areas/Accountabilities** - Responsible for achieving key KPIs of Collections, Waivers, Cost, Pay outs, CSAT and Quality scores - Partner management & regular Field performance monitoring - Building intelligence in Red app process to ensure least intrusive collection process - Standardization of process and replication of best practice for better customer experience - Cross functional Engagement - Proactive follow up on probable Bad debt / Cost / Waivers / FOCS Complaints to avoid impact on overall KPI’s - Focus on negative TNPS Score, Analysis and Key attention (FCR/FTR) for Collection, resolving complaints/requests with complete and precise resolution. **Core Competencies, Knowledge, Experience** - Exposure to customer Collection & Finance role. - Hands on experience of Budgeting exercises - Collections Management (Collection expertise) - Digital collection process and Automated system building. - Sound analytical skills and strategic thinking - Capability to influence cross functionally across circles under matrix structure - Co-ordination with Retail and CS Team for Collection and Retention Related Cross Function activity **Must have technical / professional qualifications** - Graduate / PG in any field (Finance preferable) - Communication skills - MS Office & Presentation Skills **Vodafone Idea Limited** (formerly Idea Cellular Limited) An Aditya Birla Group & Vodafone partnership