AGM - Collection & Retention

Role

AGM – Retention and Collection Lead

Job Level/ Designation

M2

Function / Department

CS

Location

Chennai

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

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