GM - Retention and Operations 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.
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
Collections & Retentions Vertical Head
Function / Department
Customer Service
Designation / Band
General Manager / M3 Band
Circle / Location
Mumbai
Job Purpose
This role is responsible to drive Postpaid Mobility Churn, Revenue Churn, CXX and help increase the post-paid business by ensuring higher Collections, lower Churn, and lower Bad debt.
The role focuses on Customer retention, Port out reduction, Increasing customer stickiness to postpaid and High Value Base Enhancement through proactive and reactive retention campaigns.
Pivotal cross functional influence in Retail, Credits, Collections, Marketing, Network and across CS verticals.
Ensure drive on increasing due date collection, auto pay registrations and digital interactions and innovations to reduce assisted journeys and cost.
Taking initiatives to reduce customer churn through outbound retention campaigns, collection agency drive, Network team alignment and roll outs, complaint reduction, building retention tools and capability at frontline/Retail.
Building churn propensity models to proactively arrest churn and aligning cross functional teams for the same.
Picking up and simplifying customer journeys and processes which are impacting customer churn and dissonance.
Ensuring customer onboarding and verification is in line to ensure quality of acquisition.
The position would require to develop process and policy for achievement of Business requirement. The role is required to maintain good interpersonal and interdepartmental skills
Key Result Areas/ Accountabilities
Achievement of Monthly Churn and Net Adds Business KPIs of Consumer business
Collection and Bad Debts Performance
Voluntary and Involuntary Churn Reduction
Outbound Proactive and Reactive churn campaign deliveries
Drive Auto Pay registrations.
Reduction in Complaints, Repeat interactions and assisted interactions.
Team Development and training
Cross functional coordination to achieve organizational goals
Leverage scale benefits and operating efficiencies like improving Due date Collections and higher compounded collections efficiency
Explore new avenues for cost reduction and efficiency improvement
Collection back office management to support collection processes
Competition benchmarking on Postpaid Products and Servicing
Core Competencies, Knowledge, Experience
Target Oriented Approach
Receivables management (Collection expertise)
Knowledge and experience of outbound campaigns
Strategic thinking ability and excellent data analysis skills
Capability to influence cross functional team as per Metrix
Excellent Communication Skills and presentation skills
Knowledge of telecom customer lifecycle and Collection process
Must Have Technical/ Professional Qualifications
Graduate / PG in any field
Excel and Presentation skills
MS Office & Presentation Skills
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Work arrangement
No