Agm-collection Projects

Job Req ID: 46532
- 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**
- National Consumer Collections

**Job Level/ Designation**

M2

**Function / Department**

Customer Service

**Location**

Mumbai

**Job Purpose**
- Responsible for the collection’s strategy and execution for Outbound collections partner.
- To manage outsourced operations.
- Responsible for managing the overall Churn, Barring & suspension reduction & M0 extraction.
- To build a high performance and service centric culture with the partner operations.
- Manage & lead projects/change initiatives in collections processes.
- Maintain Cost of Collections & retentions within budget

**Key Result Areas/Accountabilities**
- Responsible for achieving key KPIs of Retention, Collections, CSAT and Quality scores
- Partner management & regular outbound performance monitoring
- Building intelligence into outbound process to ensure least intrusive retention and collection process
- Standardization of process and replication of best practice for better customer experience
- Cross functional Engagement
- Proactive follow up on probable Barring and Suspension cases to avoid impact on Churn
- 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**
- Strong management & leadership skills
- Excellent communication skills
- Result Oriented
- Capacity to operate in a growth environment that is increasingly competitive
- Sets the highest ethical and professional standards & leads by example
- Comfortable with change & ambiguity
- MBA or an Operations Professional with 10+ years of experience with a successful track record of leading operations in large organizations, preferably Telecom

**Must have technical / professional qualifications**
- University Degree in Business/MBA or equivalent qualification

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