[New Job Vacancy] job in Vodafone Idea, (Chennai, Tamil Nadu) – Jobs in Chennai, Tamil Nadu

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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



AGM – Retention and Collection Lead

Job Level/ Designation


Function / Department




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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