AGM – Regional Service & Collection Lead

Role

AGM-Reg Service Mngmt & Coll Lead, Enterprise

Job Level/ Designation

M2

Function / Department

Enterprise CS

Location

WBK

Job Purpose

To support & execute the service & collections strategy thereby ensuring benchmark levels are met across the customer life cycle for an identified set ofstrategic accounts across all segments & collections across specific account categories, to deliver the best in class customer experience, to drive net promoter score and CSAT index across segments,, to drive cost optimization via digital aided channels, to proactively & reactively ring fence the customer base, to engage with C-levels, to enhance revenue by creating stickiness through various CVM campaigns, to drive collections (receivables) through focused proactive & reactive measures, to ensure that account service management teams across regions are well organised, trained and motivated to adopt a consultative approach & use analytics as a means to improve customer experience that can support the organisation’s vision & objectives.

Key Result Areas/Accountabilities

Key accountabilities and decision ownership [max 5]: Strategic v Define and execute strategic initiatives for service & collections including account plans and coverage for a strategic set of accounts across segmentsto enhance competitive position in the region v Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc. v Guide & motivate the team to act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands

Core Competencies, Knowledge, Experience

Operational v Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point for account service managers, thereby ensuring minimum service level breaches v Proactive root cause analysis, review trending of statistical data and performance reports to identify recurrent issues & fixes v Revenue enhancement through service led upsell/ cross-sell measures & campaigns v Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. v Motivate and direct the team to drive automation & digital agenda with customers to reduce cost to serve v Ensure that payments receivables are collected within the defined period for an identified bucket through various process enhancement thereby increasing incremental revenue from the existing base. v Build a strong feedback mechanism through continuous engagement with stakeholders and customers – to review account performance, conduct audits on RNPS, quality aspects & processesEffective communication & relationship management skills v Proven ability to function within a matrix organization v Strong analytical skills & ability to balance conflicting business & customer interests. v Experience in handling CS, CVM& Collectionsin a B2B environmen

Must have technical / professional qualifications

1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI’s for customer engagement – service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket) 5) People Management & Capability development