Agm - CNC & Retention Bo

2 weeks ago

New Delhi, India Vodafone Idea Full time

Job Req ID: 38606- Location: New Delhi, IN- Function: Other- About:
**Role**

Retention Back Office

**Job Level/ Designation
M2 - AGM

**Function / Department**

Customer Service - Retention & Collection

**Location**

Sarita Vihar, New Delhi ( UP West)

**Job Purpose**

Retention Lead

**Key Result Areas/Accountabilities**
- Pre Due date collection and logistics

1.Pre due date collection drive and strike rate improvement

2. Drive OBD allocation through VIVL - increase percentage of allocation
- Dunning and Involuntary churn management
- Daily monitoring of the dunning process with co-ordination with VIVL.
- Audit of dunning - nil dunning error.
- Involuntary churn management and reduction of involuntary churn numbers
- Cost, Budget, Service partner management:

- Custodian of cost and pay-out/commission process at circle, include creation of GRN and PO.
- Timely Collection Agency Pass file preparation with co-ordination with VIVL and close loop vendor queries and maintain payout TAT
- Co-ordination with commercial/legal team for timely preparation of NFA / agreement.
- Monthly budgeting and identify cost opportunities
- Drive performance and customer experience through Zonal Team / Agency
- Audit and governance of Money Receipt Book
- Execute circle level deviation activities i.e. Red together Balance Transfer, NCP waiver deviation etc.
- Audit and reconciliation of Test / Employee number outstanding and closure of the same.
- Monthly submission of ICFR data to Finance.
- Waiver Audit
- MIS, Collection support activities:

- Timely and accurate submission of monthly MIS to VIVL in co -ordination with sub function - zero lag and error.
- Support Collection agencies and other department with daily / weekly MI & operational MI on provision, collection, churn, waiver, cost etc.
- Target setting for monthly collection and weekly activities.
- Zonal Base preparation.

**Core Competencies, Knowledge, Experience**
- 8-10 years of experience in Telco/Finance
- In depth understanding of Collection and retention framework
- Agency Handling
- Data Analytics - Access / SQL
- Motivate team & build capability
- Skilled in conflict management
- Basic budget management skills

**Must have technical/ professional qualifications**
- Graduate, MBA preferred
- English and local market language
- Skilled in performance analytics, review & driving team target achievement

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