Lead Cloud Collection

Job Description Lead Cloud Collections
Role Purpose
To manage and drive receivable collections from assigned customer accounts of Tata Tele Business Services (TTBS) and Tata Tele NXTGEN Solutions Ltd., ensuring timely realization of outstanding dues, reduction of aging receivables, prevention of bad debt, resolution of customer disputes, and achievement of collection targets while maintaining high customer satisfaction.
Key Responsibilities

1. Drive collection of outstanding receivables from assigned customer accounts across TTBS and Tata Tele NXTGEN Solutions Ltd.
2. Achieve monthly, quarterly, and annual cash collection targets as per business objectives.
3. Monitor aging reports and overdue accounts to prevent migration of outstanding dues into bad debt buckets.
4. Drive collections from 60+ day overdue accounts to maintain organizational bad debt targets.
5. Conduct customer visits, review meetings, and regular payment follow-ups through calls, emails, and written communication.
6. Resolve billing disputes, payment posting issues, credit note adjustments, and account reconciliation queries.
7. Coordinate with Sales, Service Delivery, Billing, Credit Control, Taxation, Finance, and Operations teams to facilitate dispute resolution and payment realization.
8. Recommend credit control actions, service barring, and escalation measures for chronic defaulters.
9. Analyze collection trends and prepare management reports, dashboards, forecasts, and MIS updates.
10. Ensure adherence to company credit policies, collection processes, and compliance requirements.
11. Manage collections from channel partners and indirect business accounts wherever applicable.
12. Handle customer escalations related to invoices, TDS, ledger reconciliation, payment transfers, and adjustments.
13. Address customer concerns effectively to enhance customer experience and improve Net Promoter Score (NPS).
14. Mentor, coach, and guide collection executives to improve productivity, collection efficiency, and process compliance.
15. Liaise with Head Office Operations Support and Finance teams to resolve payment posting and accounting-related concerns.
16. Perform periodic reconciliation of TDS deductions, credit notes, payments, and ledger balances to ensure account accuracy.

Key Performance Indicators (KPIs)
Collection Performance
Cash collection achievement against billed revenue for the assigned customer base.
Monthly, quarterly, and annual collection target achievement.
¢ Collection efficiency and realization percentage.
Aging & Bad Debt Management
¢ Reduction in PRTBD (30-60 Days) outstanding to prevent migration into RTBD.
¢ Reduction in RTBD (60-90 Days) outstanding to prevent migration into Bad Debt.
¢ Control and reduction of 90+ day overdue receivables.
Customer Experience
¢ Improvement in Net Promoter Score (NPS) across the assigned customer base.
¢ Timely resolution of customer billing, reconciliation, and service-related disputes.
¢ Reduction in customer escalations related to collections and billing.