AGM - Service Excellence

Role

Retention & Revenue Enhancement Lead

Job Level/ Designation

M2, Assistant General Manager

Function / Department

Customer Service

Location

Pune

Job Purpose

Responsible for delivery of Business KPIs with the help of resources deployed by outsourced partners.

Key Result Areas/Accountabilities

a) TERM Compliance

1) Monthly TERM scores and the penalty tracking amount & improvement

2) Compliance % all other DOT initiatives as mentioned  Ensure Regulatory compliance on documentation and Term Audit scores for managing >97% TERM scores.

3) Minimize regulatory risk through clean-up of non-compliant base, actions on errant PoS and proactive risk assessment and working with corporate CS vertical to ensure implementation of necessary actions

4) 100% Regulatory reports are to be submitted within prescribed timeframe. Report validation to be done before submission for accuracy.

5) To publish the report to corporate stakeholder & drive to meet the benchmark.

QOS(Quarterly), Data Activation(Quarterly, VAS Report(Monthly), CGR Reports(Quarterly), TERM Reporting,

6) Ensuring timely base submission

*To ensure accurate TERM Data & Reports before submission

*ADHOC Reports/Data/CAF/Document requirements from LSA Nodal

*To Facilitate timely submission of ATR

*To Ensure Timely Submission of Data for UCC/DLT/TSP Blacklisting

b) Process compliance

1) Timely implementation of new instructions / regulations at circle/cluster level

2) Timely & accurate submission of all reports to Corporate / Circle TERM / Regional TRAI HQ /Auditors

3) CAG workshops with higher customer participation QoQ and within budget

4) Proactive & Corrective Action taken, Compliance improvement and reduction in FD

5) News Paper Publication,  SMS Push activities (Defined & Adhoc)

6) *LEA/DIU/IMEI Blacklisting ATR Co-Ordination (Timely Action & Submission to ensure compliance)

c) Audit

1) Adherence and Execution of internal audit - Timely allocation, completion of audit and NC closures

2) POS document & Affidavit Audit

• Digital Adoption

a) Drive Digital adoption in servicing customers by promoting Digital service channels like APP, CHATBOT, web, and identify various modes of promoting these channels for enhanced customer experience.

b) Drive DigiNipun agenda for increasing digital journeys and reducing count of assisted transactions

• Regulatory Audits

Completion of B&M Audit and & QOS Audits - timely closure of any observation raised by auditors and improve audit score.

a) To ensure smooth closure of B&M audits from the commencement till final report submission

b) Smooth Data transition between auditors & circles

c) Closure intervention of any Gaps identified in communication.

d) Report & observations finalization between Regulatory, RA & CS

e) Closure to end to end Reports & observations for B&M audit.

f) Maintenance of Audit reports for future references.

g) Ensure there is zero observation with criticality level

• Communication

Ensure all communication is done as per timeline & national guideline

a) All planned sms as per regulatory guideline to be sent

b) All adhoc sms requirement to be fulfilled

c) All process related internal sms to be scheduled as per timeline

d) Drive digital SR agenda through communication.

• Accurate & timely provisions for CS Team

1) Ensuring accuracy in Monthly Provisions shared with finance/Corp team (forecasting the expenses-Cost for CAG Workshop, We Care Ads, meeting with CAG etc.)

2) No due certificate from the partners

3) Track Budget Vs Actuals for CS

Core Competencies, Knowledge, Experience

• Good understanding of post-paid & prepaid processes.
• Understanding of OBCC operations and partner management.
• Ability to deliver through interpersonal skills and people management. Strong execution and communication skills.
• Sales experience is an added advantage.

Must have technical / professional qualifications

• Graduate/Post Graduate/MBA with 7-10 years of experience in various customer service roles, preferably front-end facing roles.
• Knowledge of various systems, processes, and reporting tools. Good analytical abilities.