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.
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Role
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Regional Collections Lead
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Job Level/ Designation
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M2
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Function / Department
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Customer Service
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Location
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Corporate (Delhi)
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Job Purpose
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Agency Management:
- Ensure Field processes driven as per guidelines and TC follow up/field visits are conducted for all allocated cases with intensity of follow up.
- Controlling Attrition and planning Manpower for TC/FOS in each agency.
- Review Performance, Agent productivity, resolve subscriber issues.
- Ensure Review of cases at agent level on a daily basis. Governance through Red-app & COC compliance.
- Building intelligence in Red app process to ensure least intrusive collection process
- Quality Training and Audit: Ensure training is given to supervisors and collectors, ensure refresher courses are conducted.
- FOCS complaints / issues management and helping with compiling and monitoring of Agency Penalties of valid cases & Reduction of FOCs complaints.
Churn Management.
- Ensure minimum dunning & promotion of digital/autopay to inculcate regular payer behaviour on the allocated cases.
- Drive win-back & ensure quality of reactivations inline to In-vol churn targets.
- Work jointly with onboarding team to ensure quality of acquisitions.
Bad Debt Recoveries & Legal Collections
- Basic understanding of legal frameworks around recoveries and arbitrations. Work closely with Internal Corporate Legal teams and advisors to manage default, recovery suits & Legal Communications
- Ensure legal collection activities are through demand notices, Lok-Adalat at respective locations as per schedule.
- Post to Pre & MNP drive to ensure early Bad debt Recoveries.
Cost Management.
- Responsible for vendor cost billing and ensure cost savings through improved efficiencies. Ensuring cost Budgets are met.
- Manage Field Vendors Payout’s structure alignment to ensure Cost per agent & Agency ROI’s are met.
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Key Result Areas/Accountabilities
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- Ensure monthly bucket Collections Strike rates, Bad Debt, In-Vol churn & Waiver (targets) are achieved.
- In addition to the set targets, the agency managers are required to achieve a Retention Strike Rate. This is to ensure reduction in involuntary churn.
- Portfolio Analysis: To give feedback to credit through analysis of accounts on a regular basis.
- Cost of collections should be within given targets.
- Building intelligence in Red app process to automate manual process & to ensure least intrusive collection process
- Standardization of process and replication of best practice for better customer experience
- Cross functional Engagement
- Focus on negative quality Score, Analysis and Key attention (FCR/FTR) for Collection, resolving complaints/requests with complete and precise resolution.
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Core Competencies, Knowledge, Experience
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- Collections Management (Collection expertise). Exposure to customer Collection across different geographies.
- Hands on experience of collections vendor management
- Sound analytical skills and strategic thinking.
- Capability to influence stakeholders and manage large vendor teams.
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Must have technical / professional qualifications
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- Graduate / PG in any field.
- Communication & Analytical skills
- Proficient in Data lake, MS Access, Excel & Presentation Skills.
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership