Female candidates Preferable.
We are looking candidates from top institute only.
Job Title: Corporate Service - CRE
Reports to: AES – Service Head
1. JOB PURPOSE & SCOPE
Summarise in one statement why your job exists; and how it contributes to the overall mission/objective of the organisation. Scope (COCP - AES customers only).
The Objective of the Job is to Manage the Lifecycle of Corporate Postpaid Customers (AES COCP) of the designated/allocated base. The function is responsible for all service fulfillments through working with other verticals also and to implement / influence / impact new and existing policies, service delivery SLA’s, to improve the Corporate customer service experience which would deliver the following primary KRA’s
1. Retention
2. Billing and Collection
3. Bad Debt
4. Service Camps Automation & Customization.
3. PRINCIPLE ACCOUNTABILITIES
List the expected end results that must be achieved in order to fulfil your job purpose and the activities that help in achieving these results.
1. Customer Experience & Relationship Management. 1. Response time – SLA Adherence
2. Reduced Lifecycle interventions
3. Reduce variation in processes for a standard experience.
4. Retention Activities.
5. Reduction in Complaints
6. Service camps
Effective management of the assigned base through proactive health check visits, Service Camps, delight initiatives by the Corporate team.
2. Corporate ( AES) Lifecycle Management - Interfacing with the AES Account Managers team at Circles for the Complete Life Cycle Management from Activation to Churn.
1. Customer Retention Retain customers through effective service recovery and alternate offers followed by process gap closure.
2. (COCP) Above 95% Corporate Collections at each Circle, Lower than .25 Calls Per Customer, Lower than 5.5%of Complaints, Lower than 2 % Churn. Ensure that the KPI’s are monitored regularly and actions points with RCA asked from Circle where KPI performance is low. Analyze and Review the complaint trends for various processes from all touch points.
3. Clean up of accounts related to payment reconciliations.
- Accounts are visited by Circle team and all reconciliations are done.
4. Service Fulfilment. - Ensure all service fulfilment through dedicated agencies and backend closure of service request is done timely.
5. Bhartiyam Compliance scores / Internal Audit.
- Ensure effective deployment of processes in the zone.
- Plan & execute adequate training to all Corporate Service Staff.
- Continuous feedback to central team to improve processes bases on market benchmarking
6. Action Planning with other Departments/ Verticals such as Service Provisioning , CIG , Service Marketing, Credit & Risk to control CPC, CHURN, BADDEBT , HUB .
- Effective relationship building with circles / partners and increase efficiency by value adding through process correction which will help us manage the account better.
- Efficient escalation handling with troubleshooting.
- Designing debit matrix and further implementation of any non-compliance by business partner.
7. Conduct Analysis for CPC, First Bill Churn, Months Churn, HUB RCA and their action points to e submitted by the Circles for improvement of Performance. Releasing Monthly performance KPI.
- To conduct analysis for all KPI’s
- Release RCA for all issues and change process accordingly
8. Ensure Compliance to policies and processes in the Circle and reduce variation in Circles.
- Auditing & ensuring compliance to statutory guidelines at MO.
- Implement comprehensive check and control on processes in conjunction with MO team.
- Work with circle to provide common process experience in circle/zone to 0-3 Months customer and reduce variation in scores / Process
9. Reduce Corporate Customer complaints.
- Analyse customer complaints from the allocated base and design action plans for process improvement and influence the respective process owner/customer for change
- Work with MO and other cross-functional teams for process changes and other initiatives for enhancing customer experience.
- Timely escalation of issues and companies likely to generate Bad Debt for the company.
10. Improve CTI & PI Scores.
- Build Circle strategy of improving Corporate customer experience
- Constantly capture VOC and improve processes in the Circle
- Design and implement CTI & PI action plan for the Circle.-
11. KPI’s
- Customer Satisfaction as measured by monthly churn (Corporate)
- Level of customer complaints on service (Close looping)
- Churn
- Collection
- Bad Debt
- SLA Adherence
4. Describe 1 or 2 typical decisions you have to make, in the course of your job.
- Decisions in rate/tariff change for retention.
- Level of customizations can be done for an account which is not covered under regular scope of delivery
- Process Changes to be done to ensure corporate satisfaction.
6. SKILLS AND KNOWLEDGE
State the minimum acceptable proficiency for this job. Do not state incumbent-specific information
- Capable of taking independent decisions.
- Managing diverse large teams.
- Managing diverse large processes.
- Agency Mgmt.
- Managing > 15 KPI’s
- Multi-skilling.
EDUCATIONAL QUALIFICATIONS: MBA
RELEVANT EXPERIENCE: - 2 -5 years in telecom/ BPO / financial institution
PERSONAL CHARACTERISTICS & BEHAVIOURS:
- Building and nurturing partnerships
- Building teams
- Enabling delightful customer experience
- Design strategies and systems
- Achieving results
Female candidates Preferable.
We are looking candidates from top institute only.
Kindly send across your resumes on neetu@chrsp.com.
Best Regards
Neetu
Chatak HR Services Provider
Pune - 411041
Email IDs : neetu@chrsp.com Website: www.chrsp.com
