Deputy General Manager - Analytics & Operations
Reliance Communications Limited hin
Total years of experience :28 years, 1 Months
• End to End CDR Reconciliation for all the streams (MSC, Intelligent Network, Billing, Roaming & Loop Back CDRs) and Subscription Assurance on RA Moneta platform.
• Analytics on SAS Platform - Advanced level data extraction and segmentations. Campaign Validations and conversion into revenue analysis.
• Identifying probable risks by conducting audits of existing revenue streams and implementing corrective measures to mitigate the same.
• Revenue Assurance for all Revenue stream across Mobile Telephony, Fixed Telephony, Data and Broadband (Internet, VSAT, ATM and VOIP) Solutions and mapping the entire Revenue Cycle.
• Supervising delinquent account collection and establishing terms of payment; conducting debtors ageing analysis and cost/revenue analysis
• Managing prepaid portfolio through various element of marketing mix so as to get planned/ budgeted revenue.
• Conducting Regular Product (Tariff, Promotions, Campaign, ALCOs, and Buckets) configuration Checks & Validations for new and existing subscribers in Comverse Intelligent Network (I.N.)
• Managing the revenue assurance functions entailing developing and implementing need-based plans/strategies for maximizing revenue generation;
Highlights as Deputy General Manager:
• Implemented Balance Score Card to Measure Business & Product performance.
• Automated the process checks on data flow among 1) VAS platform 2) Revenue Accounting 3) Customer / Dealer Balance Movement 4) Adjustments and waiver 5) Acquisitions for all types of validations & analysis,
• Developed Revenue Accounting Management Portal for error-free KPI and tracking Revenue of all Products & Services
❖ Role Objective: Revenue enhancement through eliminating of systems/process failure, end to end reconciliation of each and every Product content & Product billing & national marketing campaigns. Track & provide trade feedback and market intelligence inputs to facilitate critical business decisions at circle
o Analytic: Product (Plan) configuration, Profitability & Checks :
1. Ensured correct charging in Billing & Intelligent Network system (i.e. Postpaid & Prepaid) and delivery of benefits to customers
2. Eliminated all leakages on account of incorrect product designing / product reach to wrong segment of customer.
3. Designed Web-portal for all KPI (Key Parameter Indicators) trending for early detection of revenue dip.
o Data Warehouse: Data Flow & Automations: Ensured smooth data mining & Data extraction. Automated & Developed Revenue Assurance SOPs to eliminate leakages in product configuration, process gap, data flow from one system to another.
Senior Manager - Role: Hub MIS & Analytic Head (Marketing Dept : Customer & Market)
Role Objective : Formulation and execution of Business plans for Prepaid/postpaid to enhance Customer Value Management (CVM) Product Life Cycle (PLC) and Customer Life Cycle (CLC), Proactively develop and launch new and innovative Product and Price plans, track competition, usage/revenue &acquisition
o Usage & Revenue: Effectively managed and driven the revenues of the Mumbai & Maharashtra circle. Delivered Subscriber and Revenue growth with a core objective of getting incremental CMS and RMS.
o Analytic: Ensured timely delivery of Periodic MIS & Analysis. Organized, Analyzed & Tabulated for all Marketing Survey. Strong knowledge of Statistical Concepts, Techniques and Methods of SAS System to design SMS blasting campaign & statistic report on Conversions. Strong expertise in SAS programming and Modeling
• Campaign Management: Handled successfully handled Circle/Regional/National Campaign with positive deliverables. Designed various campaigns & worked closely with MARCOMM team to ensure reaching product targeted customer segments. Analytic & MIS generation for conversion/success of Campaign in Count & Revenue
• Effectively managed and driven the revenues of the Mumbai & Maharashtra circle. Delivered Subscriber and Revenue growth with a core objective of getting incremental CMS and RMS.
• Designed and executed Marketing strategy for the circle whilst complying with agreed budget, timescales and agreed policy guidelines with all regulatory norms
• Retained revenue delivering subs via running customized offers while ensuring there are no out of pocket costs associated with the initiative, Gathered customer insights from retail and customer touch point inputs and arrive at tactical and strategic product, pricing offers and promotions
• Identifying Target Base to increase Revenue by designing product and offering different Value added Service verticals like Caller Tune, SMS, GPRS, Voice Based Services Etc.
• Daily, weekly & monthly analysis & MIS for driving revenue initiatives.
• Retain revenue delivering subs via running customized offers while ensuring there are no out of pocket costs associated with the initiative,
• To retain high ARPU customers on the network & To reduce Zero usage customer base
• Launch of customized products that deliver & Manage the circle’s product road map and life cycle
Achievements:
• Developed Online Web portal for VAS Vendor Management for billing and revenue tracking of services.
• Developed Intra-Web site for tracking all KPI trending reports & performance of newly launched product
❖ Worked with Tata Teleservices Limited in Corporate Office - Mumbai.
Manager - CSD Dept (Nov 09 to May '10)
Reporting To: Vice President
Job Profile: Collection & Credit: (Role Business Analyst)
• Development of new Process in conjunction with process owner for Adjustments & Waiver Posting
• Monitoring and analyzing different aspect of Collection, Bills Delivery & Billing (% 1st & 2nd Bill Default, Collection by Due Date, Outstanding Collection, % Collection, % A/C Collection
❖ Worked with Etisalat - DUBAI in Marketing Dept (Jun 07 to Oct 09)
Specialist - Retail Operations & Product Management
Reporting To: Marketing Director
Job Profile: Team Strength - 250 Staff (Operating System: SAP, CBCM, Hyperion)
• Achieved the target of opening 25 Retail Outlets in one year by securing these in prime locations with positive ROI and enhancing Brand value & Visibility using effective Promotions & Event, Budgeting & Planning
• Ensured timely roll-out of Sales Staff incentive, Additional Incentive plans to achieve the sales targets
• Ensured world class customer service and fastest & maximum First Time Resolution (FTR)
• Established various Tools & Process to monitor performance of all outlets by way of Calculating Return on Investment, Mystery Shopping and Incentive scheme.
• Finalizing Recharge Resellers & channels for telecom products
• Established various Tools & Process to monitor performance of all outlets by way of Calculating Return on Investment, Mystery Shopping and Incentive scheme.
Usage & Revenue Activities (Prepay & Postpay)
• Introduced various Bundle offers, New products with association of iphone, blackberry etc.
• Developed guide lines for Business Partners for Branding, Incentive, Pricing, Product Bundling.
Achievement: 1. Appraised with "Excellent Certification" for the achievement in Retail Business setup.
2. Designed specialized Dashboard for Retail Business in CBCM system & Developed Tracker Program - For monitoring Daily Sales & Inventory.
❖ Worked with Tata Teleservices Limited in Corporate MIS Division.
Assistant Manager - Acquisition, Billing & Collection (May 06 to Jun 07) 1 YR
Reporting To: Sr. Manager
Job Profile: (Operating System: CRM, Kenan, Cognos): (Role Business Analyst)
• Ensured delivery of ABC MIS & Analysis on time (i.e. Acquisition, Billing & Collection) for PAN India.
• Liaised with all Circles Heads for Data confirmation/Collection.
• Analyzed Revenue Assurance on First Bill Pmt, Zero Usage, EMI scheme, Non-Compliance Report on PTP, Incorrect Restoration, Exceptions
Achievement: • Excel Based Tool for Balanced Score Card (Covering MIS: Activation, Installation, Billing, Collection, Churn & Customer Care logs) for pan India covering all circle, state, city & Town
Job Profile: Billing Operations: (Operating System : ADC, CLARIFY, SAP, RECON, SINGLEVIEW) (Team Strength : 80)
• Pre-Bill: Supervised the process of verifying & computing (i.e. Quality Assurance & Quality Check) each & every details of Billable Data for PAN India (I.e. CDRs of Voice & Data, Promotion etc.) Involved in Plan Configuration, UAT for any new changes in billing system. Interconnect Activities.
• Post-Bill : Attained complete control over Trouble Tickets (TTs) i.e. complaints by reducing TAT from 72 Hrs to 24 Hrs & then finally to 4-8 Hrs (TTS : Logs/Complaints raised by the Individual & Corporate regarding the billings errors/issues) Investigated the root causes of occurring errors in bills & also implemented the control checks for PREBILL checking to avoid such errors in further bills.
Investigated the root causes of occurring errors in bills & also implemented the control checks to avoid such errors in further bills.
Achievement:
1. Resolved 30000 billing Related TTs (Complaints) in span of 15 days
2. Introduced new SOP To Reduce TAT Significantly & to serve customer promptly by handing over Post bill Task to Contact Centre. Trained, lead and directed team managers and support staff of CC for successful implementation.
3. Developed Various Calculating Tools: Bill Check Calci, CDR Re-rating Calci for Voice, Data & International Calls, Refund Calci & Plan Master Calci.
Job Profile: Retail Business
Channel Commission :
Commission Calculation for all Retail BPL mobile - All Channel Sales i.e. Franchisee, Dealers, Direct Market Associates, Special Business Partners BPL Mobile Shop/ Retail & Sales Manager
Collection of Sales data from all sales channels on Weekly & Monthly Basis & verifying with company Database. Objective: To control Fraud & accuracy in Commission Calculation.
Inventory & Distribution :
Liaised with International & National vendor for Sim Stock
Processed it in Switch by making command file & Connecting SIM & Msisdn in the (BSCS) system & distribution of Sim Cards to all Sales Channel.
Ensured sufficient stock of Packaging Materials, Brochures, Pamphlets etc
MIS & Control over cards in the market & balance stock with sales channel
Calculating ROI, Measuring Brand Visibility & Conducting Frequent Customer Survey for objective of to maintain World Class retail experience and profitability
MBA (Finance) from YCMOU - Nasik, B.Com from Mumbai University From SIES College - Mumbai Computer Skill Excellent Skill in EXCEL & Access (Got Appreciation reward), HTML, PHP & 10G Oracle PL/SQL