Prepaid Retention General Manager

GM - Prepaid 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 Title

Prepaid MNP Retention & Program Mngt Head

Position No

Function

Customer Service

Sub Function/ Vertical/ Department

Prepaid Process & Delivery

Band

M3

Reports to Role (Position No)

Prepaid Head

Location

Corporate - Mumbai

Date of last update/approval

25/Apr/2020

Job Description

1. Organisation Structure

Add/removes roles as required to capture the Organisation structure accurately

1. Job Purpose (In one or two sentences)

To Retain Prepaid customers moving to competition through MNP.

Ensure proactive & reactive actions to manage continuously changing market dynamics and retain customers being targeted by aggressive products and services by competition.

1. Key Accountabilities / Key Result Areas (Max 5)

MNP Retention

1. National MNP retention plan
2. Competition benchmarking on process
3. Competition benchmarking on retention plans/tools
4. National MNP flow design
5. MNP data allocation to agencies- design and arranging data to the outbound agencies on immediate basis after UPC generation
6. Communication strategy- No of OBDs, SMS to be sent to customers
7. Changes in the entire life cycle on MNP process

Churn Analytics

1. Analysing UPC generating subs - ARPU, Handset, Tariff plan, AON, Markets; Plan actions
2. Analysing PO subs - ARPU, Handset, Tariff plan, AON, Markets and plan action there after
3. Analysis on various action and initiatives in terms of ROI – cost benefit analysis
4. Regular update on Cost- Benefit analysis (Tele calling, OBD)

Service Validity

1. Service Validity action plan
2. Identification of base and easy access to customers on various touch points
3. Ensuring communication to Service Validity expiry base- pre and post expiry

Circle Implementation and Monitoring

1. Ensuring the execution of retention plan in circles
2. Sharing best practices to circles and ensuring its execution
3. Reviewing circles on performance and RCA
4. Monitoring Outbound Partner performance

Mobile Number Revocation List updation –

1. Regulatory requirement on reporting

1. Core Competencies, Knowledge, Experience, Technical / Professional Qualifications (Max 5)

Core Competency : Analytics and Customer behaviour understanding

Knowledge: SAS, BI, Query writing,

Experience : Customer Retention / Marketing

Qualification: Graduation/Post Graduation/MBA/Data scientist

1. Key Performance Indicators (Max 5)

MNP prepaid churn%

Retention% out of UPC generated base

Revival from Service Validity expiry

1. Annual Budget Owned / Key Quantitative Parameters like Workforce managed etc.

3 direct team members

Vendors and partners for E1s, communication

Collaboration with outbound calling team for retention

1. Risks, Challenges, Job Context (Short Description)

Risks : Competition services and offers, market dynamics

Challenges : Product competitiveness, quality of NW and services

Job context : MNP Customer retention

1. Job purpose of Direct Reports & Dotted Reports

Direct Report / Dotted Report Position

Job Purpose

MNP Process execution Lead

• MNP Process execution, Market wise UPC tracking & reduction, Early warning identification

Customer communication, Partner Mngt & Analytics Lead

• System support, Partner Mngt, Scripts, Insights, Benchmarking, Analytics & circle support

High Value base Mngt & Retention Program Lead

• Retention Program implementation, Win-backs, Deal seeker & repeat analysis, SV, Outbound performance

Job Holder

Reports To Manager

Name

Signature

Date

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

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