Deputy Manager
Tata Teleservices Ltd
Total des années d'expérience :16 years, 4 Mois
Dy Manager in Neocare at Mobility HQ ( Oct’14 to Apr’17)
• Managed project on CAF segregation and re-indexing from concept to execution. Managed partner readiness for special projects, and executed projects basis timelines. Ensured process adherence at Partner Systems and projects sites, and successfully driven KPI based projected management. Ensured pulp revenue accounting.
• Ensured timely closure of contracts and commercials for new partners as per the RFQ & Auction process. Managed transition of DMS operations in circles.
• Managed internal audits monthly on DMS Partner’s adherence on compliance checks, and identified improvement areas.
• Facilitated DMS internal and TERM’s external monthly audits, and ensured timely recovery of due penalties from partners.
• Worked on AOP, Budget, Cost, Penalty; and monthly tracked these KPIs for each circle, partner service line, etc.
Dy Manager in Credit & Risk Management at Mobility HQ (Oct’10 to Sep’14)
• Designed & Implemented processes revision in view to mitigate risk in existing credit portfolio. Managed successfully the due Change Management across dependent IT Systems responsible for Billing, Dunning & CRM processes.
• Successfully piloted the predictive model for credit scoring, as a POC for Intent-to-Pay customers.
• Mitigated credit risk on Postpay customers, thereby reduced credit runaway by approx 10%.
• Ensured minimal usage-restrictions on account of credit limit breach - below 0.35%
• Worked on Revenue Risk Analytics to mitigate the revenue loss due to difference in Usage & Billing wrt to charging as per Tariff Plan subscribed.
Dy Manager in Onboarding Process Management at Mobility HQ (Jun’09 to Sep’10)
• Saved service cost by 8% by customizing the welcome process for the focused group customers.
• Designed a new system process flow to intimate newly activated postpaid data customer with the Welcome information on email & SMS. Revised processes to drive efficiency and CSAT.
• Ensured smooth transition of Outbound Call activity between the Partners. Completed transition in 2 weeks from readiness completion of infrastructure setup.
Achievements
• Contributed to organization’s objectives and achieved KPI targets beyond 100% - Customer Engagement 102%; Revenue 106%; BE Index 131%; Process 101%; EBITDA 104%.
• Corrected & Implemented the Credit policy of Photon (Data) & high Value customers - over 50% reduction in usage restriction incidents thereby saving of Rs 8 L monthly. Mitigated credit-risk from Rs 152Cr to Rs 21Cr.
• Achieved 8% cost saving and 90% contact ratio by consolidated of out-bound call processes for various LOBs via transformation projects, and by formulating new competitive KPIs to drive efficiency and Cost Savings.
‘Manager - Client Solutions’ reported to ‘VP & Country Head’
• Achieved revenue contribution targets of Rs 5 L monthly by ensuring timely execution of services.
• Ensured expansion of business portfolio by adding line-of-business from the existing clients, and hence replicating same model to prospects. Ensured all required partner alliances to fulfill execution requirements.
• Customized Loyalty Solution basis client’s needs and delivered execution services as per contracts.
Achievements
• Brought onboard 2 new relationships from financial sector.
• Manage business relationships worth multi-billion from financial sector.
Managed a team of customer care executive for daily inbound call operations. Managed Level 2 outbound calls to customers. Conducted regular recursive learning and development activity with live scenarios.
Handled training profile for new and existing resources. Managed NPI training basis updated Products, Policies & Procedures. Conducted weekly progress assessments.
Worked as team member in inbound cal process. Adhered to SLAs of AHT ACW ACD SLA. Coordinated with in backend team for escalated issues like Billing, Service Activation, Network Coverage, etc.
Graduated from Nagpur University in year 2000 with qualification of Bachelor of Engineering (Mining) from Rajiv Gandhi College of Engineering, Research and Technology.