Vodafone Idea Hiring for Agm at Ernakulam, Kerala, India Full Time

Job Description

Job Req ID: 26757

Location: Ernakulam, IN

Function: Other

About: Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

AGM – Credit Operations

Job Level/ Designation

M2

Function / Department

CS

Location

Cochin

Job Purpose

Ensuring the entire Credit Operation for the assigned cluster

Key Result Areas/Accountabilities

1.Ensure error free digital Verification process – TAT to be delivered 2. Regular cross function interaction with sales channel to ensure Verification Rejection < 10% 3.Ensure correct categorisation and initial limit of verified customers 4. Control and reduce T6M churn 5.Verification cost is maintained within budgeted limits 6. Actioning of cases with error in activation (wrong or same alternate number & Email ID / Linking without knowlegde / Forced Postpaid / Premium number churn for waiver cases 95% & Auto pay drive with 5% improvement 14. Drive Improvement in pre due date collection by reducing TAT of bill delivery & Short paid cases” 15. Ensure Credit Barring to be less than < 0.75% 16. Bill Not received (BNR) Complaints % < 0.05% 17. Payment not Updated (PNU) complaints % < 0.05 18. Post Paid TNPS 25% Improvement Over Q4FY21 & NPS Post Paid CS Attributes +3 Over MarchFY21. 19. Drive the organizational goal of HSW for all agency and their staff 20. Ensure regular audit credit checks of new acquisition in tandem with field team 21. Ensure quality of verification feedback and data collation with surprise and mystery audits including Multiple IMEI activation / TV from same mobile for multiple numbers / De Dupe action & collection / etc.,

Core Competencies, Knowledge, Experience

Experience: Should have at least 7-12 years of Credit experience
Desired Behaviours & Alignment:

• Good Communication Skills
• Good Analytical skills
• Good Relationship skills for managing customer experience
• Committed to on time response and resolution
• Ability to identify service satisfaction & revenue enhancement opportunities
• Strong Data analytic insights – expected to work with numbers and data to monitor acquisition / Onboarding / churn metrics, campaign effectiveness and value return metrics
• Strong leadership and change management skills
• Strong understanding of the latest technologies in customer experience
• Strong people skills – ability to build and maintain effective working relationships with team members /peers/seniors along with willingness to set and maintain high standards of performance
• Proficiency in MS Office Tools – MS Excel (preferable)
• Knowledgeable about industry trends and benchmarks

Must have technical / professional qualifications

Graduate with excellent communication skills. Experience in CS processes and CRM tools will be an added advantage
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership