GM - Retention and Operations Lead

Role

Collections & Retentions Vertical Head

Function / Department

Customer Service

Designation / Band

General Manager / M3 Band

Circle / Location

Mumbai

Job Purpose

.This role is responsible to drive Postpaid Mobility Churn, Revenue Churn, CXX and help increase the post-paid business by ensuring higher Collections, lower Churn, and lower Bad debt.

.The role focuses on Customer retention, Port out reduction, Increasing customer stickiness to postpaid and High Value Base Enhancement through proactive and reactive retention campaigns.

.Pivotal cross functional influence in Retail, Credits, Collections, Marketing, Network and across CS verticals.

.Ensure drive on increasing due date collection, auto pay registrations and digital interactions and innovations to reduce assisted journeys and cost.

• Taking initiatives to reduce customer churn through outbound retention campaigns, collection agency drive, Network team alignment and roll outs, complaint reduction, building retention tools and capability at frontline/Retail.
• Building churn propensity models to proactively arrest churn and aligning cross functional teams for the same.
• Picking up and simplifying customer journeys and processes which are impacting customer churn and dissonance.
• Ensuring customer onboarding and verification is in line to ensure quality of acquisition.

The position would require to develop process and policy for achievement of Business requirement. The role is required to maintain good interpersonal and interdepartmental skills

Key Result Areas/ Accountabilities

.Achievement of Monthly Churn and Net Adds Business KPIs of Consumer business

.Collection and Bad Debts Performance

.Voluntary and Involuntary Churn Reduction

• Outbound Proactive and Reactive churn campaign deliveries

• Drive Auto Pay registrations.
• Reduction in Complaints, Repeat interactions and assisted interactions.

.Team Development and training

.Cross functional coordination to achieve organizational goals

.Leverage scale benefits and operating efficiencies like improving Due date Collections and higher compounded collections efficiency

.Explore new avenues for cost reduction and efficiency improvement

.Collection back office management to support collection processes

.Competition benchmarking on Postpaid Products and Servicing

Core Competencies, Knowledge, Experience

.Target Oriented Approach

.Receivables management (Collection expertise)

.Knowledge and experience of outbound campaigns

.Strategic thinking ability and excellent data analysis skills

.Capability to influence cross functional team as per Metrix

.Excellent Communication Skills and presentation skills

• Knowledge of telecom customer lifecycle and Collection process

.

Must have technical/ professional qualifications

.Graduate / PG in any field

.Excel and Presentation skills

.MS Office & Presentation Skills