Collections & Retentions BO

Role

Collections & Retentions BO

Function / Department

Customer Service

Location

Hyderabad

Job Purpose

• Be the backbone for the overall Retail Retention and Collection team and provide best possible support and data to drive the front end operations to deliver companies critical KPIs and performance.
• Responsible for driving all post-paid mobility retention aspects by bringing in analytics on Churn

The job involves to manage back office operations and coordination with all the critical department
(SSC, Corporate, CS, VIBS, Network, IT) to ensure smooth functioning of overall operations at all levels.

Key Result Areas/Accountabilities

• Provide input through simulations in monthly target setting and incentive roll out for all KPI's with management team.
• Allocation of Voluntary and Involuntary Churn request to respective teams
• Manage cost and payout commission process at circle, including creation of GRN and PO. Address queries from agencies and get them closed from SSC
• Manage Receipt book process and governance to ensure that there is no fraudulent activity in the collection process.
• Execute circle level deviation activities i.e. Red together O/S transfer, NCP waiver deactivation etc.
• Drive nonphysical collection follow through circle i.e. SMS, E-mail, OBD etc.
• Support collection agencies and other departments with data/operational MIS on provision, collection, churn, wavier, cost etc.
• Coordination with various department for complaints closure and other activities.

Core Competencies, Knowledge, Experience

• Strong data and analytical skills.
• Hands on experience of MS Access, Excel and Presentation tools
• Exposure to BI, Netezza and COGNOS
• Sound accounting / process / systems knowledge / experience
• Capability to influence cross functionally under matrix structure
• Good Communication Skills and presentation skills