Idea - Assistant Manager - Collection - Postpaid

1) Job Purpose: Write the purpose for which the job exists (in 2-3 lines)

Monitor collection and retention activities of retail base to maintain bad debt and churn within budgets in coordination with channel partners thereby maintaining the profitability.

2) Dimensions: Mention quantitative or qualitative parameters that are relevant for the job and provide a better understanding of the scope and scale of the job.

Business/SBU/Unit/Circle Revenue NA

Business Workforce Number NA

Unit/Circle Workforce Number NA

Function Workforce Number NA

Vertical/Department Workforce Number Permanent: 6

Temp: 2

Other Quantitative and Important Parameters for the job:

Budgets/ Volumes/No. of Products/Geography/ Markets/ Customers or any other parameter

3) Job Context & Major Challenges: Write the context in which the job is performed and the specific challenges (internal and external) that the job provides to the jobholder in the context of the Business/Unit/Function/Department -

Job Context

Postpaid vertical an integral part of SD which handles the CLCM of postpaid customer and Service Center operations, ensuring servicing to walk in customers and MI profitability. Quality acquisition for curbing bad debt and churn within budget.

The postpaid base consists of the EBU & Retails customers. This sub vertical takes care of the retail collection and retention activities ensuring customer delight.

The roll out of the new business model of My Idea poses a major challenge in aligning the processes to sustain performance and effective channel management.

Major Challenge

- In view of the highly competitive market scenario maintaining high collection performance levels, Lower bad debt & with the new competitive market, MNP presence lower churn would be a major challenge.

4) Key Result Areas/Accountabilities and Supporting Actions: Write the key results expected from the job and the supporting actions for each of these key result areas (For a majority of jobs typically there could be 4- 7 key result areas)

Key Result Areas/Accountabilities Supporting Actions

Achieve monthly collections targets and retention activities for reducing the churn for higher revenue

- Implement various collection protocols as per the age buckets.

- Check that the collections are done across the buckets as per the timelines

- Check activities for ensuring the churn is minimized below the budgeted targets .

Assist the team in training activities for better productivity - Provide desired training to the team.

- Achieve for better performance and delivering higher customer satisfaction

Monitor relationship activities for better customer satisfaction - Increase collection points for customer convenience by appointing new collection agencies

- Maintain good relationship with high revenue customers.

- Ensure regular visit & calling for high revenue customer.

5) Job Purpose of Direct Reports: Describe the job purpose of the direct report/s to the job (in 2-3 lines for each report)

TM- Retail C&R

Operate customer relations activity for retail & loyalty post paid base for enhancing the revenue and customer satisfaction

6) Relationships (If Applicable): Describe the nature and purpose of most important contacts or relationship (except superior/team members) with individuals, departments, organizations inside and outside of the organization, that job is required to interact with in order to deliver the job objectives

Internal Frequency Nature

VH/INC- SD verticals

VH- Sales team

VH/INC- Finance team Need based

Need based

Need based Customer issues

External Frequency Nature

Agencies / Channel

Customers

Need based

Need based Monitor performance

For queries and retentions

7) Organizational Relationships: Provide the structure for a level above and below the position for which this job description is written. Use position titles in the structured and indicate all the reports of the position.

Position that job (for which description is written) reports into Position for which JD is written and its peers Position/s that reports into the position for which JD is written

INC-Retail C&R TL- Retail C&R(3) TM- Retail C&R(6)

TL-MIS

TL-Retentions & Loyalty