AGM - Cluster Collection & Retention

Role

Collections & Retentions

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Guwahati

Job Purpose

• This role is responsible to drive Postpaid Mobility Churn, Revenue Churn, CXX and help increase the post-paid business by ensuring higher Collections, lower Churn, and lower Bad debt.
• The role focuses on Customer Base Management, High Value Base Enhancement through proactive and reactive retention campaigns.
• Pivotal cross functional influence in Credits, Collections, Marketing Consumer, Marketing, VIBS and across CS verticals.
• Ensure reduction in costs by implementing various digital modes/ innovations and increase productivity.

The position would require to develop process and policy for achievement of Business requirement. The role is required to maintain good interpersonal and interdepartmental skills

Key Result Areas/Accountabilities

• Achievement of Business KPIs of Retail & IOIP segment through various measures
• Monitoring  and Co-ordinating with Zonal Team on achievement of Monthly and Quarterly Target

• Collection and Bad Debts Performance
• Voluntary and Involuntary. Churn Reduction
• Cost of Collections within Budget
• New Initiative and Automation
• Team Development and training

• Cross functional coordination to achieve organisational goals
• Leverage scale benefits and operating efficiencies like improving Due date Collections and higher compounded collections efficiency
• People Management through identifying timely need of resources  
• Explore new avenues for cost reduction and efficiency improvement
• Collection back office management to support  collection processes
• Competition benchmarking on Postpaid Products and Servicing

Core Competencies, Knowledge, Experience

• Target Oriented Approach
• Receivables management (Collection expertise)
• Sound in Process / systems knowledge / experience
• Strategic thinking ability and excellent data analysis skills
• Capability to influence cross functional team as per Metrix
• Excellent Communication Skills and presentation skills

Must have technical / professional qualifications

• Graduate / PG in any field
• Excel and Presentation skills
• MS Office & Presentation Skills