AGM - Retention & Collection

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

Onboarding Lead

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Ernakulam

Job Purpose

To ensure Improve cash flow & Drive Compliance in Credit Process,

Optimise Cost, Mitigate Risk & Seamless On boarding & Managing Quality of Acquisition, credit monitoring, payment posting, billing operations and refunds

Key Result Areas/Accountabilities

Cash flow, baddebt and compliance

Cost & Budgeting

Seamless credit operations -Onboarding

100% compliance to verification complaince
chat verification above 40%
Monitoring welcome call / verification allocation
---Reconciliation of activation vs allocation
----Reconciliation of SR raised
Rebuttal handling
Call listening
Liasoning with retail
Handling of queries
Suspension and reconnection request
Timely Closure of negative cases
Nil usage query handling
checking reconnection requests received
Reconfirmation with customers
timely and accurate closure of verification/ reverification SRs
Timely Closing cases in SCRM
enusring better t4 and t6 active %
100% verification through red app
ensuring CMM action on sourcing channel

Core Competencies, Knowledge, Experience

1. 
   
2. 1. 
      
   2. Analytical Skills
   3. Collection handling experience
   4. Collaboration
   5. Decision making
   6. Quick in Responsiveness
   7. Team management skills
   8. Vendor/partner management skills

Must have technical / professional qualifications

1. 
   
2. Post Graduate or MBA with  a min 5-7+ years in telecom having experience in customer service role
3. Green Belt / Black Belt certified is preferable

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership