AGM-Reg Service & Collections Lead

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.

Role

Collections & Retentions BO

Function / Department

Customer Service

Location

Rajasthan

Job Purpose
• Be the backbone for the overall Retail Retention and Collection team and provide best possible support and data to drive the front end operations to deliver companies critical KPI’s and performance.
• Responsible for driving all post-paid mobility retention aspects by bringing in analytics on Churn
• The job involves to manage back office operations and coordination with all the critical department (SSC, Corporate, CS, VIBS, Network, IT) to ensure smooth functioning of overall operations at all operations at all levels.

Key Result Areas/Accountabilities
• Responsible for MNP Postpaid UPC Retention and MNP Postpaid Cancellations
• Visit Field & Zones for Retention activities
• Provide input through simulations in monthly target setting and incentive roll out for all KPI's with management team.
• Allocation of Voluntary and Involuntary Churn request to respective teams
• Manage cost and payout commission process at circle, including creation of GRN and PO. Address queries from agencies and get them closed from SSC
• Manage Receipt book process and governance to ensure that there is no fraudulent activity in the collection process.
• Execute circle level deviation activities i.e. Red together O/S transfer, NCP waiver deactivation etc.
• Drive nonphysical collection follow through circle i.e. SMS, E-mail, OBD etc.
• Support collection agencies and other departments with data/operational MIS on provision, collection, churn, wavier, cost etc.
• Coordination with various department for complaints closure and other activities.

Core Competencies, Knowledge, Experience
• Strong data and analytical skills.
• Hands on experience of MS Access, Excel and Presentation tools
• Exposure to BI, Netezza and COGNOS
• Sound accounting / process / systems knowledge / experience
• Capability to influence cross functionally under matrix structure
• Good Communication Skills and presentation skills

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