Manager CS Zonal Retention

Role

Field Executive – Retentions & Collections

Job Level/ Designation

M1

Function / Department

Customer Service

Location

Surat

Job Purpose
• Drive assigned Retention & collection agencies for delivery of KPIs.
• Ensure SLA delivery with complete adherence to Code of Conduct.
• The job involves to Drive Agencies for Retention, Collection, Provision roll back and Involuntary churn and deliver the targets.
• Required do regular visits to the agencies and field on regular basis to review the performance and other SLAs and ensure productivity enhancement.

Key Result Areas/Accountabilities
• Drive assigned Retention & Collection agencies for delivery of KPIs.
• Ensure SLA delivery with complete adherence to Code of Conduct.
• Develop and plan infrastructure at agency as per allocation and forecast.
• Ensuring all reports and feedbacks are well maintained at the agencies and they are utilized for taking subsequent action in portfolio.
• Have a strong governance process for Retained cases, Field visit, receipt book audits, I cards register, Cash register, COC and HSW.
• Do regular field visit with/without field agent for audit/recovery purpose
• Engage in development and implementation of various training/coaching programs of team members

Core Competencies, Knowledge, Experience
• Strong Negotiation skills and communication skills
• Exposure to customer retention & collection role.
• Analytical Skills.
• Good process / systems knowledge / experience
• Presentation Skills

Must Have Technical / Professional Qualifications
• Graduate / PG in any field
• Communication skills
• MS Office & Presentation Skills