Manager - 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.

Role

Manager – Retentions & Collections

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Vizag

Job Purpose
• Drive assigned Retention & collection agencies for delivery of KPIs.
• Ensure SLA delivery with complete adherence to Code of Conduct.
• The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.
• Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement.

Key Result Areas/Accountabilities
• Drive assigned Retention & Collection agencies for delivery of KPIs.
• Ensure SLA delivery with complete adherence to Code of Conduct.
• Develop and plan infrastructure at agency as per allocation and forecast.
• Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio.
• Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW.
• Do regular field visit with/without field agent for audit/recovery purpose
• Engage in development and implementation of various training/coaching programs of team members

Core Competencies, Knowledge, Experience
• Strong Negotiation skills and communication skills
• Exposure to customer retention & collection role.
• Analytical Skills.
• Good process / systems knowledge / experience
• 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