Assistant General Manager - Postpaid Customer Retention

AGM -Postpaid Retention

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Post-paid retention - Team member 

Job Level/ Designation

M2 - AGM

Function / Department

Postpaid

Location

Process factory, Ahmedabad

Job Purpose

The primary objective of this role is to minimize postpaid subscriber churn by executing effective retention strategies. This involves managing the end-to-end "Port-Out" (MNP) prevention process, overseeing the operations of outbound call Centers (OBCC), Budgeting, agent productivity tracking and co-ordination with regional teams (RNC) and central marketing teams to ensure customer stickiness and longevity in the eco system. Priority base management.

Key Result Areas/Accountabilities

Customer Retention & Churn management

1. • Achieve monthly and (YTD) churn targets as per budget.
   • Provide actionable insights to reduce post-paid churn.
   • MNP defence: Monitor, track and manage the "Request to Port" (MNP) queue to ensure timely intervention for customers who wish to (PO) port out.
   • Specially design and monitor strategies to improve the "Early Life" (0–6) month) experience, which is a critical period for long-term customer lifetime value.
   •  Collaboration with the marketing and product teams to create tactical retention offers (discounts, data boosters, or plan upgrades) based on the prevailing market scenarios that can be enhanced / tailored to suit varied customer segments.

OBCC Operations & Performance

• Seat Management & Budgeting: Manage the physical and virtual seat capacity of the Outbound Call Centre.
• Onboarding & Productivity: Manage the end-to-end onboarding of new agents. Drive KPIs including Connect & Success ratios .

Stakeholder Coordination

• Regional RNC Coordination: Act as the central point of contact for the regional teams (RNC) across different circles to resolve Customer -related concerns that are causing churn.
• Market Handling: Work with on-ground sales and marketing teams to understand competitive landscape shifts and adjust retention scripts accordingly.
• Escalation Management: Handle high-value or sensitive retention escalations i.e. SLT, Fastrack that needs immediate attention with in the prescribed TAT.

 

Core Competencies, Knowledge, Experience

1. • Strong analytical thinking, strategic planning, and execution skills with a customer-centric mindset.
   • Expertise in cross-functional collaboration, process improvement, and impactful communication.
   • Deep knowledge of telecom industry dynamics, Postpaid mobility, and customer lifecycle management.
   • Proficient in data analytics and dashboarding tools such as SQL, MS Power Point, MS Access and MS Excel.
   • Well-versed in regulatory compliance and digital customer engagement platforms.

Must have technical / professional qualifications

1. • Strong understanding of telecom KPIs, customer lifecycle, and retention.
   • Knowledge of CRM systems, Postpaid Processes, and Regulatory compliance.
   • Prior experience in managing Large-scale BPO/Outbound call centre.
   • Knowledge of calculation or seat utilization strategies to ensure, outbound centre is optimally staffed but is not overstaffed or under-dialling.

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Experience Level

Senior Level