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08/04 Arpita
Consultant at HeadPro Consulting LLP

Views:87 Applications:18 Rec. Actions:Recruiter Actions:0

Manager - Collection & Retention - Telecom/ISP & Banking (9-15 yrs)

Andhra Pradesh/Vijayawada Job Code: 911657

Role Name: Manager - CCNR

Location: Vijayawada

Purpose of the role :

Responsible for leading the collections & retentions for all the business locations in Andhra Pradesh. Work with the operations & branch heads and improve the retentions, thus manage the churn for AP business

Key Responsibilities :

- Monitor & provide guidance to team members to ensure collections happen on time

- Work towards reducing the churn and support the business development

- Provide quality resolution to the customers by expediting and identifying the gap

- Work with other teams to resolve the customer queries or complaints

- Manage Collection metrics & work towards month on month improvement

- Identify and initiate process improvements

- Support team in handling escalation

- Design and ensure implementation of retention process in the company.

- Prepare and submit annual retention plan and budget to management covering retention and deactivation

- Design and implement approval metrics for retention process

- Design MIS format to track retentions and deactivations.

- Monitor telephone calls of retention executive to customers to do quality audit.

- Analyze repeat complaints and suggest permanent solution leading to high degree of customer satisfaction.

- Ensure collection & retention executives achieve their targets as per approved budget.

- Monitor and ensure shifting, deactivations, reactivation requests received are promptly attended.

- Provide consistent support to new recruits

- Provide timely updates to the management on collection & retention metrics

Educational & Experience requirements:

- Graduate/Post Graduate or equivalent

- Minimum 9- 15 years of work experience with proven record of handling large teams

Key Personal Attributes:

- Good interpersonal skills

- Must be collaborative in approach and a team player

- Very good at networking, negotiations and influencing

- Capability to understand the customer needs and strong business acumen.

Women-friendly workplace:

Maternity and Paternity Benefits

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