Manager - Collection & Retention

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 ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

TM – Retentions & Collections 

Function / Department

Customer Service 

Location

UP West

Band

M1

Job Purpose

• Drive assigned Retention & collection agencies for delivery of KPIs. 
•  Ensure SLA delivery with complete adherence to Code of Conduct. 
• The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.
• Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement. 

Key Result Areas/Accountabilities

• Drive assigned Retention & Collection agencies for delivery of KPIs. 
• Ensure SLA delivery with complete adherence to Code of Conduct. 
• Develop and plan infrastructure at agency as per allocation and forecast.
• Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio. 
• Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW. 
• Do regular field visit with/without field agent for audit/recovery purpose
• Engage in development and implementation of various

training/coaching programs of team members 

Core Competencies, Knowledge, Experience

• Strong Negotiation skills and communication skills  
• Exposure to customer retention & collection role.  
• Analytical Skills. 
• Good process / systems knowledge / experience  
• Presentation Skills 

Must have technical / professional qualifications

• Graduate, MBA preferred
• English and local market language

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership