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Job Opening details:-
Company Name :- Vodafone Idea
Position Name :-
Company Location :- Chennai, Tamil Nadu
Job Category : General jobs
Full Job Description :-
Job Req ID: 24628
Location: Chennai, IN
Function: Commercial/ Finance
About:
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
Proactive retentions by analysing the base right from acquisition / Billing / Complaint / etc., to reduce the churn request
Pre due Date collection improvements with atleast 5% growth in YTD and steps to be taken on the entire base assigned
Deliver on compounded resolution targets with > last year closure
Collection strike rate target as X% of previous month billing – as per corp (YTD – 100-BD target)
Achievement of Bad debt target as X % of Consumer (IND+IOIP + Retail COCP) Revenue as per corporate target for consumer mobility
Work towards reduction and achievement of Cost of Collection targets(budgeted / corporate) / <= 2% %age of Postpaid Mobility Revenue.
Reduction in Barring & Supension constantly by 10% improvement at YTD
Delivering Invol churn target for Circle as per corporate target set
Vol Churn (Vol / MNP / P2P) as per the circle target & work on the base with analytical approach with Telecalling & Field Support
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)
Drive efficient agency operations by training and reviews - quarterly classroom traing for all FOS / TC
Drive new initiatives like Digital drive / whatsapp drive / Red app drive
Post Paid TNPS 25% Improvement Over Q4FY21 & NPS Post Paid CS Attributes +3 Over MarchFY21.
Drive the organisational goal of HSW for all agency and their staff
To improve people productivity & grooming of talent to next level or developing subject matter expertise.
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
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