Manager- Regional Account Service Mgr

Role

RASM

Job Level/ Designation

M1 - Manager

Function / Department

VIBS - Customer Service

Location

Hyderabad

Job Purpose

To support & execute the service strategy thereby ensuring benchmark levels of service & collections across the customer life cycle for an identified set of strategic accounts across all segments, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to drive customer engagement programs, lead service improvement / development plans, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation's vision & objectives.

Key Result Areas/Accountabilities

Strategic
v Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region
v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.
v Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational
v Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer's evolving service needs.
v Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met.

1. Churn management: Customer retention and churn reduction (VOL, INVOL, MNP). Base churn to be maintained at less than 2%.
2. Collections & AR reduction: Collection achievement at 102%, BD 2%, AR Reduction 10%, DSO reduction less than 30 days
3. Digital adoption: 70% ViBA payments, 100% ViBA registration, SMP to be maintained @ 100%
4. RNPS: LTR 90% and RNPS Response 50%
5. Learning & Development: Complete 100% of all assigned LMS assessments, reach EXPERT category of SMCP assessments.

Be available to address all customer queries and disputes, coordinate with sales teams and channel partners and ensure 100% customer interactions every month.

Core Competencies, Knowledge, Experience

1. 3 to 5+ years of experience in face to face customer management.
2. Ability to manage C level engagement.
3. Prior experience in B2B or Telecom B2B

Must have technical / professional qualifications

1. Powerful influencing & negotiation skills.
2. Effective communication & relationship management skills
3. Proven ability to function within a matrix organization