Job Description

Function

: Customer Experience

Reporting To:

TL - Collections

Purpose of the Job

To Manage Agency & Partner Network to ensure maximum efficiencies & productivity & Owns customer experience & Drives Collection and Bad debt deliverables for circle.

Key Deliverables

Collection efficiency - Ensuring collection efficiency through effective agency management and CRE review mechanism

Bad debt Reduction - Ensure Lowest bad debt, with timely collection and recovery from old o/s
Agency Management and Process adherence - Ensure high productivity of CLCM Agency management

B2B Collxn Cost (Rs Mn) and %waiver reduction - Month on Month performance of Total billing Cost/Cust vs. the Target in AoP will be used for KRA achievement calculation and % waivers reduction

Billing related complain reduction - Complaints related to billing / No. of unique customer complaining

Churn - drives churn through agency manpower

Skills Required

Prioritization of deliverables and expectations

Ability to influence people at all levels internally and among partner management

Planning and execution management

Crisis Management and contingency planning

Ability to review, analyze and understand trends

Relationship Management / Negotiation Skills

Educational Qualifications

Full Time graduate, preferably MBA/ PGDM

Work Experience

Overall 7-8 years of experience of which at least 3years in the area of customer service management, and governance and process improvement.

Job Snapshot

Updated Date
14-11-2025
Job ID
Job_9079
Function
Customer Experience
Location
AP-Hyderabad-Splendid Towers-Circle, Hyderabad, Andhra Pradesh, India
Experience
4 - 6 Years
Employee Type
Employee