Manager -CS Documentation & Activation

Role

Activation and Number Management

Job Level/ Designation

M1 -Manager

Function / Department

Customer Service

Location

UPE Circle Office

Job Purpose

1) Improve Customer KYC experience for Prepaid & Postpaid
2) Competition Benchmarkeing for KYC journey
3) Drive operational efficiency in all KYC and provisioning processes and timely support for front end team.
4) Number management process mangement - Complete number pool availibility, allocation
5)Rreconciliation, audits, Payment validation for premium number ensuring no revenue impacts,
6) a) Drive digital penetration for increased stickiness and retention.
b) Effortless experience for KYC based processes such as activations & SIMex process, PDR, TOO, RV ect for both prepaid and postpaid
a) Improve TNPS and NPS for Prepaid journeys by collaborating within CS cluster teams and participate in cluster programs.
b) Tracking adoption of newly rolled out functionalities / demand deployments in various systems along with Process roll-out and adherence
Identify high-value premium phone numbers within our inventory and transfer them to the marketing team to initiate a bidding process, ultimately driving incremental company revenue.

Key Result Areas/Accountabilities

1) Improve Customer KYC experience for Prepaid & Postpaid
2) Competition Benchmarkeing for KYC journey
3) Drive operational efficiency in all KYC and provisioning processes and timely support for front end team.
4) Number management process mangement - Complete number pool availibility, allocation
5) Reconciliation, audits, Payment validation for premium number ensuring no revenue impacts,
6) Drive digital penetration for increased stickiness and retention.
b) Effortless experience for KYC based processes such as activations & SIMex process, PDR, TOO, RV ect for both prepaid and postpaid
a) Improve TNPS and NPS for Prepaid journeys by collaborating within CS cluster teams and participate in cluster programs.
b) Tracking adoption of newly rolled out functionalities / demand deployments in various systems along with Process roll-out and adherence
Identify high-value premium phone numbers within our inventory and transfer them to the marketing team to initiate a bidding process, ultimately driving incremental company revenue.

Core Competencies, Knowledge, Experience

• Sound communication & liaison skills
• Analytical Thinking & Sound system / CRM tools Knowledge
• Experience: Prepaid retention process & Lifecycle management, Call Centre Management
• Superior Data base handling & management
• Skills to manage large Teams / Corporate Vendors / and varied work environments
• Experience of handling Term & Regulatory compliances

Must have technical / professional qualifications

• Graduate with preference to MBA.
• 5 - 7 Years of Experience in relevant with last 2 years in relevant field.
• Expertise in MS Access and SQL.
• Expertise in SQL query writing
• Expertise in MS access
• Expertise in Data lake table and BI working on query creation and extraction