Agm - Cluster Collection & Retention

Job Req ID: 45287- 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**

Cluster Collection & Retention

**Band**

M2

**Location**

Mumbai

**Job Purpose**
- Overall Collection, In-Vol & Bad debts to be as per Monthly Target.

**Key Result Areas/Accountabilities**

**Credit, Collections & Bad Debts**

To drive Consumer Collection which help in achieving lower Bad debt and Churn by driving:

- Improvement in Pre-due date (AON > 12 Months & < 12 months )
- Improvement in Bucket efficiency on collections through Telecalling/Field partners - Reduce forward flow to 90 + and 180 plus buckets
- Drive M0-M6 (Single Invoice) Collections

To drive lowest Bad Debt and Cost of Collection
- Drive Bucket TC & FOS governance through Red-app.100% Red App utilization
- Drive cost savings on each and every cost parameters
- Drive legal actions on higher bucket cases
- Plan Lok Adalat, conciliation and Samadhan mela for maximum recoveries
- To strengthen waiver & settlement process
- Consolidation of Field agencies

**C**ustomer Churn Management**
- Drive monthly and YTD Postpaid Churn and Retention performance for Consumer & IOIP Mobility base in line with the targets / budget across churn categories and customer segments, to contribute positive net additions target for the Cluster. - Drive adoptions and improve Quality of Acq through Onboarding interventions and improve the health of Base. - Drive Tele calling Retentions through Outbound Reactive campaigns - Initiate Proactive retention calling on threat base to reduce Non Invol churn - Drive reduction in UPC, Post to Pre and Vol requests - Engage with stores to drive targeted level of retentions on Voluntary and Post to Pre churn - Upselling campaign management through contact center along with cluster marketing team
- 12M AON and Priority base management - Monitor Quality of Involuntary reactivations (No reactivations basis Manual exclusions)
- **Postpaid Customer Experience & Process / Regulatory Compliance / Customer Onboarding - Activation**
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 & Innovision for continuous improvement and simplification of processes
- Implement Customer Centricity program : Nipun
- Effortless Experience for customer journeys
- Reduce customer compalints
- Drive payments and upgrades through digital modes

Drive a winning culture across the organization; build a best place to work with a highly engaged and diverse workforce

**Core Competencies, Knowledge, Experience**

Critical Success Factors
- Continuous Learning & Empowering Talent
- Building Team Commitment
- Leads Decision Making & Delivering Results

Threshold Functional Competencies
- Products, Services and Technology Knowledge - Consumer

Differentiating Functional Competencies
- Sales Planning and Forecasting
- Solving Problems
- 7-10 years of experience customer relationship management
- Revenue Target achievement and cost management

**Must have technical / professional qualifications**

Essential : Graduation

Desired : full - time post - graduation in business management/MBA

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