Senior Manager - Pricing and commercial strategy
Vodafone India Limited
مجموع سنوات الخبرة :21 years, 4 أشهر
Responsible for managing the commercial portfolio of a plethora of Telecom Products (Mobile & Fixed) including but not limited to IoT, Roaming Products, Fixed Line Voice, Toll Free Services, Bulk SMS, Audio & Video Conferencing Services.
Key Responsibilities:
Product Management:
- Spearheading the monetization of the Roaming Portfolio to deliver an annual revenue of INR 3000Mn
- Responsible for optimizing processes to increase the adoption of various products thereby translating into new and sustainable revenue streams for the business
- Capitalized market opportunities by developing new and competitive product suites to meet Enterprise customer needs and owned the Go-To-Market strategy for all of the above mentioned Product lines
Commercial Management:
- Owned the commercial strategy for product lines that contribute to 30% of the overall Business Unit’s revenue
- Gap Analysis: Identified opportunities for product adoption and sources of revenue leakage in the base; implemented processes to reverse the same
- Governed the pricing of given set of product lines to ensure competitiveness in the marketplace and profitability to the business unit
- Operationalized the national Business ambitions and enabled teams to achieve the same
- Developed an Excel based tool to evaluate the profitability of a customer (Account) that is being used by multiple stake-holders as decision support
Manager, Customer Value Management (CVM):
Responsible for delivering the incremental revenue of ~ INR840 Mn from the Existing customer base, contributing to 3% of the business’s overall Mobility revenues
Key Responsibilities:
Revenue Management:
- Rate Hardening: Increased the base tariffs for segmented customer base that resulted in an increase of ‘INR 720 Mn p.a.’ in Mobility revenues
- Building national short and long term revenue strategies by identifying opportunities through marketing insights and competition benchmarking
Customer Base Management:
- Managed 4Mn+ individual telecom subscribers to ensure a healthy customer base via enhanced retention & loyalty programs, heightened customer experience and value propositions
- Responsible for maintaining and driving key business indicators (ARPU, RPM, MOUs, Unique Users, Churn) to achieve & surpass set targets
Campaign Management:
- Anchored the architecture of the national campaigns - identifying opportunities to extract additional revenue and channels to mobilize the same
- Executing CVM campaigns through all the available channels such as SMS, Outbound, Inbound, Email engine etc.
- Applying Customer Insights & Analytics for identification of opportunities for UPSELL/ Cross sell programs
Deputy Manager - Customer Insights & Analytics:
Responsible for providing Business Intelligence by forecasting, analyzing and reporting base trends and dashboards to identify high-flying & challenging customer segments
Key Responsibilities:
- Designed and standardized comprehensive management dashboards to highlight the health of key business parameters like ARPU, ARPA, RPM, MOU/sub, Data ARPU, RPMB and Market share
- Maintained, analyzed and interpreted historical data to maintain a Top view, evaluating outcomes from previous change initiatives as well as identifying key operational patterns and emerging trends.
- Automated report generation to minimize error and production time.
Collections:
Follow - Up PAN India corporate Collection, 99% YTD target achievement
Ensure the Collection process is been followed effectively across PAN INDIA without any violation in respect to revenue of the Company
Planning and implementation of strategies to ensure each circle achieves their 99% of collection and billing Targets PAN India
Co-ordinate with circles for getting the wrong payment posting corrections done, Correction of Credit Balance data resulted in reduction in Gross Debtors
Resolving customer issues pertaining to cases having debtors ageing more than 60 days
Monitor and Review the performance of the circle collections managers and suggest measures to increase their performance on their portfolio (collections, bad debts and active 90+)
Reconciliation with Accounts team / Commercial Team wrt Ageing, Collection, Adjustments etc
Following up with Circles on their month end & daily Collection projection wrt First time biller
Monitoring corporate bad debts & maintaining as per the AOP assigned i.e. below YTD 1.5%
Timely processing of adjustment & waiver in customer’s account and taking corrective action to reduce the same & improve the C-sat & customer experience wrt billing
Coordinating with the various teams / internal teams / billing Operation’s team for dispute resolution
Training and Motivating the Team members for better results / productivity.
Billing :
Ensuring timely submission of bills to customer
Achieve on-time delivery of bills & invoices to Customers
Finding out the revenue leakages and frauds related to waivers passed
Resolving customer’s issues wrt to billing like wrong charges, excess charges, discounts etc
Validation of billing wrt Call details and re-ration of billing with the help of Call details as per new
Plan & pass necessary waiver if require
Go GREEN promotion to save cost in bill printing and bill delivery
Tracking all return case with outcall to customer & with sales coordination channel
Sending SMS to customer & uploading all PODS in BDMS portals for interaction done
Monitoring Bill Delivery & Delivery Tat with Courier Vendor
Doing Root Cause Analysis for customer queries and complaints and implementing corrective
actions with respect to products, processes, systems, training, etc.
Responsible for resolution of billing queries as per agreed SLAs
Credit :
Ensure credit monitoring of postpaid customer’s as per the defined policy and KPI.
Ensure timely action on overdue accounts by following credit management techniques.
Achieve monthly credit monitoring targets assigned by the management.
Re-categorization based on customer’s usage pattern, Change of Risk-Class
Proactively inform customer about the high usage to avoid any barring to improve C-sat
Liaise closely with IT to have in time credit reports and to minimize call pricing delays in billing systems
Billing & Bill Delivery, Overall Collections & Recovery, Managing Cost of Collections, Promoting
various modes of payment
MIS :
Preparation of timely monthly reports, Presentations & analysis to top Management to show the
health of the business
Proactively inform the circles actionable parameters to improve overall collection performance
Process put in place for caf merging, Caf daf split, Duplicate bills etc
Development & generation of MIS as per defined formats
Data collection from Circles / Cities and Performance compilation
Performance analysis
Interface with DSS for generation of new reports and change / modification in the existing reports
Proejcts:
One Time task (a one time resolution to old disputed customers)
Ice-Aged (Closure of old historical account & settlement)
Corporate Self care portal (a Complete web solution to Corporate customer)
Handled the Back office Teams of two branches (9 manpower)
Preparing MIS Reports on Daily, Weekly, Fortnightly & Monthly basis to present to the top management.
Prepares Various Reports of Each Customer Care Exec of our Client to show their Individual Performance Weekly, Monthly & Quarterly basis.
Handling calls and EPBAX system, Housekeeping, Ordering and maintaining stationery stock, Travel arrangements i.e. ticketing etc.
Handling (AMC's) for computers & other day-to-day administrative equipments.
Managing payrolls, preparing cheques, updating leave records & attendance muster, maintaining petty cash, vendor management
Internal vouching of vouchers & bills of other Branch.
* Worked with Hutchison Essar Ltd. as Co-ordinator for Seamless Connections from June 2005 to Sept. 2006.
Responsibilities:
Preparing MIS and Reports of Various Internal Departments
Sending recorded calls to the Vendor as per the schedule
Maintaining various records of customers
Co-ordination with Vendors
Hosting of web site called Etotalsolution, Troubleshooting clients queries related to website
Providing First-Line Customer support by answering queries and resolving their issues, ensuring minimum Complaints.
Follow up with the clients for payments & also making new clients
MBA in finance