Agency Manager

Function:  Customer Experience

Reporting To: TL - Collections

Job Level: Senior Executive / Assistant Manager

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.