GM - Collections & Retention - ISP/Broadband & Cable Operator

GM (Collections & Retention) for ACT - an ISP, Broadband & Cable operator

Company Web Address http://www.actcorp.in

Revenue (Current Company) 1200 crore +; EBIDTA +ve

Number of Employees (Current Company) 6,500+

Reports to: Business Head

Designation: General Manager

Job description:

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

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

- Prepare and submit annual retention plan and budget to management covering retention and deactivation

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

- Design and implement deactivation process

- Achieve the collection targets through external vendors

- 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

Company background

Atria Convergence Technologies Private Limited provides information, communication, and entertainment through fiber-tothe-home technology broadband, digital TV, and analog TV. The company was incorporated in 2000. With a vision to be the most admired in-home entertainment, education and interactive services company that creates radical social transformation and delights and empowers customers. ACT is one of the country's most renowned triple play service providers with 1 million+ happy customers experiencing the following state-of-the-art services: - Fibernet (Internet over Fiber Optics) - Digital T.V - HD TV ACT is headquartered in Bangalore and is spread across several towns & cities of Karnataka, Andhra Pradesh & Tamil Nadu. Pioneers in Fiber-To-The-Home technology in India, ACT provides broadband on Optic Fiber, designed to carry vast amount of Information at speed ranging from 1 Mbps to 1 Gbps. ACT is currently the 3rd largest ISP In the wired broadband category and the largest non-telco ISP in the country. ACT is funded by IVFA (India Value Fund Advisor) and TA Associates. IVFA is a premier private equity investment fund which played a pivotal role in facilitating several companies to develop into worldrenowned organizations. Some of their most successful portfolios have been - Biocon, Radio City, HDFC Bank, Meru, Mahindra Hinoday and TTK Healthcare, just to name a few. TA Associates is one of early modern-era private equity firms in the United States. The firm leads buyouts and minority recapitalizations of profitable growth companies. TA Associates has invested across a range of industries, including technology, healthcare, consumer products, financial services and business services. Atria Convergence Technologies set a new technology marker when they ushered in - Fiber Optics as the future of communication. Progress, excellence, a million+ delighted consumers and an array of products and services continue to drive them in enhancing the way people experience communication and entertainment.

Notes on the Founder

The founder of ACT, Mr. Sunder Raju is one of the most respected personalities in the Indian business fraternity. Sunder Raju is the Managing Director of ACT, the flagship company of the Atria group. Sunder sets the direction for ACT management committee, plays a pivotal role in creating the vibrant culture and leads the thinking on what technology can offer to society through ACT's vision. Sunder Raju holds a Masters in Computer Science from the University of California, Santa Barbara and has a rich experience in a wide array of industries. He was a key player in setting up Sunray Computers in 1981, the first Indian company to introduce concepts of 32-bit architecture in UNIX OS. Indus Valley, a division of Sunray Computers, functions as a full-fledged software services and support company. Other than ACT, his endeavors under the Atria Group include ventures in Hospitality, Real estate, Power and Information Technology.