Manager - Credit Collection & Retention - Telecom

Context:

Responsible for leading the collections & retentions for the Delhi city operations and its subscriber base. Work with the cross functional teams and improve the collections & retentions metrics, thus contribute to the business growth.

Key Responsibilities:

1. Monitor & guide team members to ensure collections & retentions happen on time with expected quality standards.

2. Devise & implement strategic as well as operational actions to ensure collections and minimize customer churn (voluntary & involuntary)

3. Provide quality resolution to the customers' queries by identifying the gap and expediting the resolution within the SOPs and policy framework.

4. Manage collection matrix by ensuring quality collections and drive month-on-month improvement.

5. Collaborate effectively with cross-functional teams to resolve the customer queries or complaints.

6. Build & institutionalize analytical approach to observe collections & customer-churn trend basis data & analytics.

7. Guide and mentor teams to proactively manage collections.

8. Gather & analyze constantly reasons of customer-churn through predictive database, work with cross-functional teams and provide quality resolution thus, proactively tackle possible churn.

9. Support team in handling escalation, prioritizing re-activation, de-activation, and other dunning activities.

10. Guide & support team with apt reactive measures to win-back churned out customers.

11. Work, within policy framework, on various promotions schemes for churned out customers.

12. Ensure compliance to all policy and procedures as laid down by the organization.

13. Ensure high team engagement and optimal productivity levels within the team.

14. Institutionalize robust governance system within the team as well as cross-functional teams.

15. Provide timely update, information to peers and seniors.

Educational & Experience requirements:

- Graduate/Post Graduate or equivalent with relevant experience.

- Minimum 7-10 years of relevant work experience with proven record of handling large teams.

- Should have experience of handling a team.

- Demonstrated success in achieving set targets.

- Excellent interpersonal and communication skills.

Key Personal Attributes:

- Excellent interpersonal skills

- Must be collaborative in approach and a team player

- Very good at networking, negotiations and influencing

- Strong business acumen and capability to understand the customer needs

- Strong customer-service orientation