Zonal Business Manager - Telecom

Role Purpose

Directing zonal operations (including associated branch) to grow customer and revenue market share

- Responsible for managing gross and net adds/total revenue through market and distribution planning, channel management, customer service delivery and brand initiative implementation

- Ensuring smooth operations while identifying opportunities for cost control on an ongoing basis

Essence of Role - Key Accountability % of time spent

1 Sales - Deliver overall Customer Market Share (CMS) target for the zone

- Achieve targeted net adds for all products (voice - prepaid/postpaid, data, VAS etc) across all sales channels (Distribution, Retail, Direct, Enterprise, SME) in the zone

- Achieve channel infrastructure enhancement targets (recharge outlets, activation outlets, town reach, no. of stores, VMS, ADVMS etc) 50%

2 Revenues - Deliver overall Revenue Market Share (RMS) target for the zone - Achieve zonal revenue target - across all products and channels

3 Budgetary control - Achieve savings on allocated SAC (controllable components), Personnel and G&A budgets at the zonal level

4 Customer Service - Manage overall customer satisfaction and revenue churn targets across different customer segments 20%

5 Marketing - Ensure higher visibility by executing communication and branding activities, in coordination with the circle team 5%

6 Collection - Bad debt management

- Collection infrastructure/ reach enhancement 5%

7 Network - Guide zonal network resources and coordinate with circle teams as well as outsourced network agencies to provide inputs on O&M issues

- Coordinate with the network and sales team to improve utilization of LUS 10%

8 People - Manage changes in business, organization, people to ensure continuity and smooth operations

- Coaching, mentoring and retention of on-roll team members

- Management of off-roll employees and agencies (in CS, C&C, Sales) 10%

Role Dimensions

Financial (Limits / Mandates etc.) Non-Financial

- Ownership of revenue and sales targets at the zone

- Manage SAC (controllable components), Personnel and G&A budgets - Monthly reviews and plans of all functions

- Team conflict resolution

- Regular updates to the S&M at the circle

Typical Outputs

- Achievement of key financial targets (Revenue, Cost)

- Execution of zonal level strategies and plans

- Ensure complete alignment of all functions to stated business objectives

- Grooming, development and retention of team members

Internal Relationships:

- Role Frequency of Interaction Purpose of the Interaction

- Circle S&M Weekly Operations review and strategy

- Direct reports at zone / branch Daily / Need based Performance monitoring

- Circle Finance Monthly Vendor payments, payouts to channel partners, C&C related

- Circle Network Need based Coordinate with circle network team on O&M issues

- Circle Enterprise Weekly Operations review and strategy

- Circle CS Weekly Service related

External Relationships:

- Role Frequency of Interaction Purpose of the Interaction

- Channel partners for sales & service Need base Address escalations on any issues, Coordinate with best functional teams on monitoring best performers- achievements

Key Skills/Experience:

Essential Desired:

Education:

- Years of experience: Management Graduate

- Business and process understanding

- Leadership and people management skills

- 6-8 years