Lead - High Value Experience

JD Lead HNI Experience

Job entails owning up Postpaid Mobile and Broadband experience for customers by analyzing the process and taking corrective actions.

1. Retention & Churn Management : Postpaid Mobile & Broadband

• Churn control through identifying churn levers and proactive solve
• Enhance Retention efficiencies on Voluntary cancellations and Involuntary buckets
• Eliminating the cause leading to churn at all touch points be it Stores or at Call center
• Analyze the churn data & identify proactive triggers and personalize retention initiatives based on lifecycle stages, customer journeys, consumer usage behavior pattern
• Manage the partner to drive timely retention activities
• Ensure compliance with process and policies and ensure its effective implementation

2. Improve Customer Experience – Reduce Customer pain

• Reduce Complaints by proactively analyzing the data & improving process, journeys, proactive actions / campaigns on base to educate customer
• Ensuring resolution within SLAs & reduce Repeat through respective process owners of all queries and complaints
• Non tolerance on execution gaps / delay causing customer impact and pushing teams
• Customer centric approach in reshaping / creating any process
• Support front end & Escalation handling from all touch points

3. Go Digital

• Driving Self Care Adoption
• Competition benchmarking, bringing new thoughts/solutions for expanding digital self-care options
• Bringing IVR / WhatsApp / Other digital modes based solves
• Simplify journeys & Test Existing & New journeys

4. Shifting & Device Recovery

• Drive Within SLA Shifting
• Reduce Shifting Rejects & Cancellations
• Enhance Shifting success through Follow up & Tracking of each shifting request received
• Analysis & Inputs for process improvement
• Manage partner for Device Recovery & ensure device retrieval

5. Stakeholder Management & Reporting

• Prepare reports on retention – daily, weekly, quarterly, monthly
• Prepare & present the trends, RCAs, reasoning, smart action plan to reduce churn
• Cross functional collaboration : coordinate with sales, marketing, billing, technical, contact center etc.

Must Have Skillsets

• Strong Analytical & Presentation skills
• Ability to collaborate & drive other teams
• Technical Flair & Adaptability to understand Broadband Network & other technicalities