AGM - Collection & Retention

Job Req ID:  24628

Chennai, IN

Function:  Commercial/ Finance


AGM – Retention and Collection Lead

Job Level/ Designation


Function / Department




Job Purpose

Ensuring the Retention and Collection for the assigned cluster

Key Result Areas/Accountabilities

  1. Proactive retentions by analysing the base right from acquisition / Billing / Complaint / etc., to reduce the churn request
  2. Pre due Date collection improvements with atleast 5% growth in YTD and steps to be taken on the entire base assigned                                                                                                                                                                                  
  3. Deliver on compounded resolution targets with > last year closure
  4. Collection strike rate target as X% of previous month billing - as per corp (YTD - 100-BD target)
  5. Achievement of Bad debt target as X % of Consumer (IND+IOIP + Retail COCP) Revenue as per corporate target for consumer mobility                                                                                                                                                                                                                                                    
  6. Work towards reduction and achievement of Cost of Collection targets(budgeted / corporate) / <= 2%  %age of  Postpaid Mobility Revenue.
  7. Reduction in Barring & Supension constantly by 10% improvement at YTD
  8. Delivering Invol churn target for Circle as per corporate target set
  9. Vol Churn (Vol / MNP / P2P) as per the circle target & work on the base with analytical approach with Telecalling & Field Support
  10. Guide RM's on the newer ways of handling / connecting / liase with the stake holders for End to End operations of their base on Churn Management (Proactive & Reactive)
  11. Drive efficient agency operations by training and reviews - quarterly classroom traing for all FOS / TC                                                                
  12. Drive new initiatives like Digital drive / whatsapp drive / Red app drive
  13. Post Paid TNPS 25% Improvement Over Q4FY21  & NPS Post Paid CS Attributes  +3 Over MarchFY21. 
  14. Drive the organisational goal of HSW for all agency and their staff                                                                                                                                                      
  15. To improve people productivity & grooming of talent to next level or developing subject matter expertise.
  16. Ensuring Hygeine parameters - Feedback in System / Error in action / Agency Review and actioning / Reward n Recognition / etc., for motivation and compliance


Core Competencies, Knowledge, Experience


Should have at least 7-12 years of Relation & Collection experience


Desired Behaviours & Alignment:

  • Good Communication Skills
  • Good Analytical skills
  • Good Relationship skills for managing customer experience
  • Committed to on time response and resolution
  • Ability to identify service satisfaction & revenue enhancement opportunities
  • Strong Data analytic insights - expected to work with numbers and data to monitor churn metrics, campaign effectiveness and value return metrics
  • Strong leadership and change management skills
  • Strong understanding of the latest technologies in customer experience
  • Strong people skills - ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance
  • Proficiency in MS Office Tools - MS Excel (preferable)
  • Knowledgeable about industry trends and benchmarks

Must have technical / professional qualifications

Graduate with excellent communication skills. Experience in CS processes and CRM tools will be an added advantage