ACT - Manager/Senior Manager - Collections & Retentions

About Atria Convergence Technologies Limited

ACT (Atria Convergence Technologies Ltd.) was born out of a vision to become the most admired in home entertainment, education, and interactive services provider in India. Today, we are closer than ever to realizing it. Based in Bangalore, we serve a number of cities and towns in Karnataka, Andhra Pradesh, Telangana, Tamil Nadu, Delhi, Rajasthan, Uttar Pradesh and Gujarat. We are one of the country's most renowned cable and broadband company, bringing state-of the art services to more than 3 million happy homes ( Fibernet, Digital TV, HDTV). We offer broadband on optic fiber and our Fiber-To-The Home technology can carry vast amount of information at speeds up to 1 Gbps. We are one of the leading ISPs in the wired broadband category, and the largest non-telco ISP in the country.

Job Title : Manager / Senior Manager - Collections & Retentions

Location : Delhi

Report to: Business Head - Delhi

Purpose of the role:

Responsible for leading the collections & retentions for the Delhi city operations and its subscriber base. Work with the cross functional teams and improve the collections & retentions metrics, thus contribute to the business growth.

Key responsibilities

- Monitor & guide team members to ensure collections & retentions happen on time with expected quality standards

- Devise & implement strategic as well as operational actions to ensure collections and minimize customer churn (voluntary & involuntary)

- Provide quality resolution to the customers' queries by identifying the gap and expediting the resolution within the SOPs and policy framework

- Manage collection matrix by ensuring quality collections and drive month-on-month improvement

- Collaborate effectively with cross-functional teams to resolve the customer queries or complaints

- Build & institutionalize analytical approach to observe collections & customer-churn trend basis data & analytics. Guide and mentor teams in order to proactively manage collections

- Gather & analyse constantly reasons of customer-churn through predictive database, work with cross-functional teams and provide quality resolution thus, proactively tackle possible churn

- Support team in handling escalation, prioritizing re-activation, de-activation and other dunning activities

- Guide & support team with apt reactive measures to win-back churned out customers

- Work, within policy framework, on various promotions schemes for churned out customers

- Ensure compliance to all policy and procedures as laid down by the organization

- Ensure high team engagement and optimal productivity levels within the team

- Institutionalize robust governance system within the team as well as cross-functional teams. Provide timely update, information to peers and seniors.

Educational & Experience requirements:

- Graduate/Post Graduate or equivalent

- Minimum 7-10 years of relevant work experience with proven record of handling large teams.

Key Personal Attributes :

- Excellent interpersonal skills

- Must be collaborative in approach and a team player

- Very good at networking, negotiations and influencing

- Strong business acumen and capability to understand the customer needs

- Strong customer-service orientation