GM - Retention and Operations Lead

Vodafone Idea Limited; Mumbai; On-site; INR 3,000,000 - 5,000,000; Full time

Job summary

Vodafone Idea Limited, Mumbai, seeks a high-impact Collections & Retentions Vertical Head to drive postpaid churn reduction and increase revenue through proactive retention strategies. This General Manager level role requires leading cross-functional teams in Customer Service, Retail, Credits, and Marketing to optimize collections, due date adherence, and digital interactions.

The role emphasizes building retention tools, modeling churn propensity, and reducing bad debts while ensuring seamless

Qualifications

• Graduate/PG in any field.
• Excel and Presentation skills.
• MS Office & Presentation Skills.

Responsibilities

• Drive churn reduction and improve collections performance.
• Lead outbound retention campaigns and auto-pay registrations.
• Collaborate cross-functionally with Retail, Credits, Marketing, Network and CS verticals.
• Develop churn propensity models and retention tools for frontline/retail.
• Ensure onboarding and verification quality aligns with acquisition goals.

Skills

Receivables management

Outbound campaigns

Strategic thinking

Data analysis

Cross functional influence

Communication skills

Telecom customer lifecycle

Education

Graduate / PG in any field

Tools

MS Office

Excel

PowerPoint

Job description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Collections & Retentions Vertical Head

Function / Department

Customer Service

Designation / Band

General Manager / M3 Band

Circle / Location

Mumbai

Job Purpose

• This role is responsible to drive Postpaid Mobility Churn, Revenue Churn, CXX and help increase the post-paid business by ensuring higher Collections, lower Churn, and lower Bad debt.
• The role focuses on Customer retention, Port out reduction, Increasing customer stickiness to postpaid and High Value Base Enhancement through proactive and reactive retention campaigns.
• Pivotal cross functional influence in Retail, Credits, Collections, Marketing, Network and across CS verticals.
• Ensure drive on increasing due date collection, auto pay registrations and digital interactions and innovations to reduce assisted journeys and cost.
• Taking initiatives to reduce customer churn through outbound retention campaigns, collection agency drive, Network team alignment and roll outs, complaint reduction, building retention tools and capability at frontline/Retail.
• Building churn propensity models to proactively arrest churn and aligning cross functional teams for the same.
• Picking up and simplifying customer journeys and processes which are impacting customer churn and dissonance.
• Ensuring customer onboarding and verification is in line to ensure quality of acquisition.

The position would require to develop process and policy for achievement of Business requirement. The role is required to maintain good interpersonal and interdepartmental skills

Key Result Areas/ Accountabilities

• Achievement of Monthly Churn and Net Adds Business KPIs of Consumer business
• Collection and Bad Debts Performance
• Voluntary and Involuntary Churn Reduction
• Outbound Proactive and Reactive churn campaign deliveries
• Drive Auto Pay registrations.
• Reduction in Complaints, Repeat interactions and assisted interactions.
• Team Development and training
• Cross functional coordination to achieve organizational goals
• Leverage scale benefits and operating efficiencies like improving Due date Collections and higher compounded collections efficiency
• Explore new avenues for cost reduction and efficiency improvement
• Collection back office management to support collection processes
• Competition benchmarking on Postpaid Products and Servicing

Core Competencies, Knowledge, Experience

• Target Oriented Approach
• Receivables management (Collection expertise)
• Knowledge and experience of outbound campaigns
• Strategic thinking ability and excellent data analysis skills
• Capability to influence cross functional team as per Metrix
• Excellent Communication Skills and presentation skills
• Knowledge of telecom customer lifecycle and Collection process

Must Have Technical/ Professional Qualifications

• Graduate / PG in any field
• Excel and Presentation skills
• MS Office & Presentation Skills

Vodafone Idea Limited (formerly Idea Cellular Limited)