Assistant Manager - Collections & Retentions - ACT Telecom

Purpose of the Role

Responsible for ensuring increase in Retention and reduction in churn. Identifies new opportunities to drive growth and leads new initiatives to further drive customer retention for the organisation.

Role Description

1. Responsible to design and ensure implementation of retention process in the company

2. Prepare and submit annual retention plan and budget to management covering retention and deactivation

3. Design and implement approval metrics for retention process

4. Design MIS format to track retentions and deactivations

5. Monitor telephone calls of retention executive to customers to do quality audit

6. Analyze repeat complaints and suggest permanent solution leading to high degree of customer satisfaction

7. Design and implement deactivation process

8. Responsible to randomly analyze deactivated customers

9. Ensure retention executives achieve their targets as per approved budget

10. Monitor and ensure shifting, deactivations, reactivation requests received are promptly attended

11. Support and manage team consistently by analyzing training needs and developmental needs

Key Result Areas

This process will help in retaining customers and reducing churn, this will lead to contribution to net add and will have high impact on ACT's success and profitability.

Work Experience

1. Should have Minimum 2-3 years of experience in a managerial role

3. Should possess strong Industry knowledge or experience

4. Ability to handle large teams and handle multi-functional projects

5. Must possess Strong interpersonal abilities

6. Must have Strong negotiation, communication & presentation skills

Competency: Business Acumen,Customer Sensitivity,Execution Excellence/Do it Right,Passion,