Job Description: AGM – Collections & Retention (Enterprise Business)

Objective

To lead and execute pan-India collections and customer retention strategies for You BB's Enterprise Business (SME & Corporate segments), ensuring optimal cash flow, minimized bad debt, reduced churn, and sustained asset quality while maintaining strong enterprise customer relationships.

Key Responsibilities

1. Strategic Leadership & Planning

• Define and execute the national collections & retention strategy for enterprise prepaid/postpaid accounts.
• Develop SOPs, collection policies, credit risk frameworks, and retention playbooks aligned with regulatory guidelines.
• Lead AOP preparation, budgeting, cost optimization, and organizational design for the function.
• Set KPIs for collection efficiency, DPD reduction, churn rate, NPA recovery, and retention rates.

2. Collections Operations Management

• Oversee end-to-end collections for enterprise accounts across early buckets (1–30 DPD), mid buckets (31–90 DPD), and hard buckets (90+ DPD/NPA).
• Drive recovery through field teams, legal channels, and agency partners while ensuring compliance with RBI/telecom regulations.
• Implement alternate payment channels and incentivize walk-in/autopay collections.
• Monitor roll-forward ratios, bounce rates, collection efficiency, and bad debt metrics.

3. Customer Retention & Churn Mitigation

• Design enterprise-focused retention strategies emphasizing contract renewals, upsell/cross-sell opportunities, and loyalty programs.
• Collaborate with Sales, Account Management, and Technical teams to resolve billing/service issues proactively.
• Identify at-risk enterprise accounts and deploy targeted retention interventions.
• Improve Net Retention Rate (NRR) and reduce enterprise churn by 15–20% YoY.

4. Stakeholder & CXO-Level Collaboration

• Report performance, risks, and escalations to CEO/C-suite regularly.
• Partner with Credit, Risk, Finance, Legal, Marketing, and Product teams for aligned decision-making.
• Act as primary escalation point for key enterprise clients on billing/collections matters.
• Liaise with legal teams for timely summons/service of warrants for chronic defaulters.

5. Team Leadership & Technology

• Build, mentor, and manage a distributed national team (field + call center + legal coordinators).
• Deploy target-based incentive plans and performance management systems.
• Leverage CRM, billing systems, and data analytics for predictive collection/retention insights.
• Drive digital transformation in collections (automated dunning, AI-driven churn prediction).