DGM-Cluster Collections&Retentions
Jaipur, IN
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.
| Circle/Function | Circle - Customer Operations |
| Vertical | Retention & Collections |
| Location | Rajasthan |
| Collection | To drive Consumer Collection which help in achieving lower Bad debt and Churn by driving : - Improvement in Pre-due date (AON > 12 Months & < 12 months ) & Priority base - Improvement in Bucket efficiency on collections through Tele calling/Field partners - Reduce forward flow to 90 + and 180 plus buckets - Drive M0-M6 (Single Invoice) Collections |
| Bad Debt & Cost efficiency | To drive lowest Bad Debt and Cost of Collection - Drive Bucket TC & FOS governance through Red-app.100% Red App utilization - Drive cost savings on each and every cost parameters - Drive legal actions on higher bucket cases - Plan Lok Adalat, conciliation and Samadhan mela for maximum recoveries - To strengthen waiver & settlement process - Consolidation of Field agencies |
| Customer Churn Management | Drive monthly and YTD Postpaid Churn and Retention performance for Consumer & IOIP Mobility base in line with the targets / budget across churn categories and customer segments, to contribute positive net additions target for the Circle. Drive Tele calling Retentions through Outbound Reactive campaigns - Drive adoptions and improve Quality of Acq through Onboarding interventions and improve the health of Base. Drive Tele calling Retentions through Outbound Reactive campaigns - Initiate Proactive retention calling on threat base to reduce Non Invol churnDrive reduction in UPC, Post to Pre and Vol requests - Engage with stores to drive targeted level of retentions on Voluntary and Post to Pre churn Upselling campaign management through contact center along with cluster marketing team - >12M AON base management - Monitor Quality of Involuntary reactivations (No reactivations basis Manual exclusions) |
| HSW & People | Drive 100% HSW compliance and Team development |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership