Assistant General Manager - Customer Retention and Collections

AGM - Retention & Collection

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

Priority Base Management

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Kolkata

Job Purpose

Manage and govern the priority base and VIP base of the circle ensuring high level of service experience and increase stickiness

 

Manage strong relationships with assigned VIP customers by understanding their needs, providing solutions and ensuring retention and business growth

 

 

Priority Churn & campaign Management  

• Overall base management – enhance experience and stickiness ; Device customer centric and effective connect programs
• Priority base Churn & Retention in collaboration with IBCC, OBCC and other touchpoints
• Collaborate with IBCC Leads to derive VOC and take initiate corrective/proactive changes   
• Build & increase a base of promoters - Sync with circle SE team to ensure growth & improvement in NNW TNPS scores.
• Reduction in chronic complaints to improve CPKS
• Initiatives and actions to improve collection , digital adoption, ESIM etc
• Cater to specific customer queries coming directly to RM

 

Revenue enhancement

 

• Build service relationship which would bring enhanced revenue from VIP Base.

Increase IR adoption 

 

 

 

Key Result Areas/Accountabilities

• Management of the premium post-paid Base of circle of Avg ARPU above 2.5K & delivering churn less than 0.5%
• End to end base management from customer query handling, resolution, collection & dispute resolution.
• Ensuring Exceptional Customer service for the premium base.
• Ensuring complete Collection for the base
• Proactive engagement for
  • Extracting revenue via cross Sell
  • Enhancing IR penetration via Pack Sale
  • Create More family via new connection sale
  • Engagement with Top CXO level customer to improve account relationship and create opportunity for more business.
• Ensure 24 * 7 availability for the assigned base.
• Mandatory Customer field visit
• Manage Relationship via Engagement activities on regular basis.
• Quarterly basis upgrade / downgrade management 

Core Competencies, Knowledge, Experience

• Understanding or work experience of customer life cycle, Regulatory norms & compliance
• Inter Personal & problem solving skills
• Analytical Skills
• Exposure & understand on business IT system & provisioning platforms.
• MS office package

Must have technical / professional qualifications

• Graduate / PG in any field
• Communication skills
• MS Office & Presentation Skills

 

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

Experience Level

Senior Level