Collection Head

Airtel; Gurugram District, Delhi; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Airtel is hiring for a senior collections leader in Haryana to oversee postpaid collections across Pan India. You will coordinate field operations through partner teams, drive cost-effective recovery, and ensure governance and process improvements.

Leading a 6-person field collection team, you will align with cross-functional stakeholders to protect revenue and reduce churn. The ideal candidate has at least 7 years of experience in collections, strong analytics and a proven track record in

Qualifications

• At least 7 years of relevant experience in collections operations.
• Experience in churn management and customer retention is essential.
• Managed collections portfolio of at least ₹100 crore.
• Experience in OPEX management and cost control.
• Strong team-management experience with 6+ on-roll employees.
• Excellent stakeholder-management and cross-functional collaboration.

Responsibilities

• Lead postpaid collections operations across Pan India with partner teams.
• Ensure cost of collections is within the AOP budget and optimize payouts.
• Manage day-to-day field operations through Airtel partners and a 6-member team.
• Expand geographic coverage via partner teams to improve collections and win-back.
• Oversee device recovery for Fiber, Airfiber and IPTV with optimal cost.
• Institute governance and continuous process improvement in field ops.
• Drive digital ways of working and VOC-driven process strengthening.
• Publish monthly performance scorecards for teams and partners.

Skills

Team management

Stakeholder mgmt

Analytics

Data inference

Presentation skills

Cross-functional

Churn mgmt

Customer retention

Pan India ops

Job description

Role & responsibilities

• To collect and retain postpaid customers in our network post Suspension across LOB's thereby lesser Churn and Bad debts.
• To ensure cost of collections is well managed within the AOP budget
• To manage day to day field operations through airtel partner teams across Pan India with the team of 6 Field collection managers handling multiple circles/states
• To increase width and depth of geographical coverage through partner team and thereby improving collections and win back.
• To ensure device recovery done through partner team for Fiber, Airfiber and IPTV are achieved with optimal cost for all not retained customers
• Rituals of field collection mgrs to be followed Meticulously without any deviations on field operations
• To ensure strict governance and build guard rails for continuous process improvement
• To ensure and implement Digital ways of working by partner team through Airtel works.
• High level of Cross functional engagement with collaborative approach coupled with VOC for design and strengthen existing process.
• Monthly twice market visit to be planned and share Visit report with observations & customer voice.
• Preparation and validation of Monthly performance and Timely Payouts to partners based on Commission payout policy.
• Publishing monthly Performance scorecards for his team and partner team members.
• To provide unpaid customer voices on 100% allocated suspended customer post visiting premises.
• To be a problem solver rather than highlighting problems.
• To be good in analytics, data inference and presentation skills is a must.
• Should have work experience in the field of collections, handling larger teams and Partner mgmt. in his previous portfolios.

Preferred candidate profile

• The candidate should have at least 7 years of relevant experience and be capable of managing collections operations across Pan India.
• Experience in churn management and customer retention is essential.
• The candidate should have managed a collections portfolio of at least 100 crore.
• Relevant OPEX management experience will be required.
• At least six on-roll employees will report to this position. Therefore, strong team-management experience is important.
• Excellent stakeholder-management and cross-functional collaboration skills are essential.