Assistant Manager for Collection & Retention Department (Delhi)

Job Description:

Purpose of the Role: Responsible for delivering Gross and Net Churn targets, by implementing
innovative strategies &  processes and driving people.
The candidate is expected to increase customer retention and reduce gross disconnections by deep
diving, analysing and identifying different opportunities to improve performance, productivity and
most importantly, customer satisfaction.
Role Description 1. Responsible for implementation of the retention process in the company
2. Improve daily productivity and efficiency of team
3. Listen to voice of customers to improve quality of calls and provide inputs to the team and
organization
4. Analyze repeat complaints and suggest permanent solution leading to a high degree of customer
satisfaction
5. Lead and drive the culture of care and compassion coupled with great performance
6. Monitor and ensure customer requests received are promptly attended
7. Support and manage the team consistently by analyzing training and developmental needs 8.
Constantly working on automation to reduce manual interventions
9. Effective cross functional synergy and coordination
10. Process improvements leading to significant reduction in customer disconnection requests 11.
Sharing insights, reports, analysis and presentation to management
12. Understanding of payment process in Enterprise segment
13. Recovering doubtful debts from customers with payments overdue
14. Maintaining good relationship with large customers and managing them personally
15. Acting as a final point of escalation for all customer issues.
Key Result Areas: To deliver high retention rates of customers, that reduces churn and increases
profitability Education: Graduate/Post graduate from a reputed institute