Circle CS Lead

RoleCircle CS LeadJob Level/ DesignationM3Function / DepartmentCustomer ServiceLocationLucknowJob PurposeThis position is responsible for managing Credit Risk and Receivables with a view to minimize bad debts covering all trade receivables – Mobility (Retail Enterprise), Operator receivables Payables, Fixed Line Voice Data (Multiple Products), Terminals, Data VAS, Bulk SMS.On Postpaid Retentions, Responsible for driving Retention at FOS agencies and Retail teams. (Consumer IOIP), Focus on reduction in Customer churn Revenue churnIt is also responsible to support business by ensuring world class customer experience to retain them and enhance revenue through On boarding and life management processes.Ensure proper onboarding through efficient activation process, resolve customer complaints and ensure timely and relevant communication.Key Result Areas/AccountabilitiesCredit Collections and Bad debts:To drive Consumer Collection to lower Bad debt and ChurnImprovement in Pre-due date penetration (AON 0-3 , 4-6 , 7-12 and 12 months )Bucket efficiency on collections through Field partners, Drive UPI Auto pay, drive lowest Bad Debt and Cost of CollectionField collection Consolidation of Field agencies, Waiver, FOS governance ( field partners ), strengthen waiver settlement process To drive Invol churn which will help in achieving positive Net Adds, by resolving customer issues on priority and offering retention offersDrive Barring and Suspension reduction from Customer Churn ManagementDrive monthly and YTD Postpaid Churn and Retention performance for Consumer IOIP Mobility across churn categories and customer segments, to contribute positive net additions target for the Cluster. KYC , TERM Compliance, Digital AdoptionEfficient KYC based processes such as activations SIMex process, PDR, TOO, RV ect for both prepaid and postpaid and Number Management/Process Management. Ensure TERM Compliance to all regulatory process and initiatives such as Monthly CAF Audits, NCRP, DIU, ASTR, Sanchar Sathi etc. Ensure Process Compliance CS compliances and no Financial disincentive. Supervise examine health of process through audits Drive Digital adoption like Digital service channels like APP, CHATBOT etc. and enhance CXX. Customer Experience Process Improvement, Complaints, Regulatory ComplianceDrive Effortless Customer Experience through improved TNPS (drive LTR, FTF TF at Cluster) and improvement on CEI and RCEI over baseline- Drive Implementation through Program Nipun Innovation for continuous improvement and simplification of processes- Increase UPI Autopay penetration, - Implement Customer Centricity program: Nipun, - Effortless Experience for customer journeys, - Reduce customer complaints, - Drive payments and upgrades through digital modes Complaint management: Coordination of fastrack/ CBO complaints needing cluster intervention, reduce FOCS complaints for OBCC, Collection agency and Postpaid ChannelsCore Competencies, Knowledge, ExperienceCredit risk management for Consumer EnterpriseReceivables management (Collection expertise)Sound accounting / process / systems knowledge / experienceStrategic thinking abilityCapability to influence cross functionally under matrix structureHands on experience of customer life cycle management.Exposure to customer retention role.Good interpersonal skillsPartner / Vendor Management.Self-starter and can drive performance in highly intense environmentExecution, Seamlessness IntegrityKnowledge of Prepaid Post Paid customer processes related to Billing, IN, Activation CRM, Collection models and surround applications for resolving customer complaints escalations Understanding of Regulatory TERM guidelinesUnderstanding of Marketing, Sales and Commercial roles and processes for seamless executionMust have technical / professional qualificationsGraduate / PG in any fieldCommunication skillsMS Office Presentation Skills