AGM - Reg Service & Collection - Govt

Role

Regional Ser & Coll Mgr - Govt

Job Level/ Designation

M2

Function / Department

Enterprise

Location

Lucknow (TUP)

To drive service and collections for Government segment accounts by building strong relationships with government Auth signatories, ensuring seamless service experience, and driving timely collections through proactive engagement. The role will also lead Field Service & Collection managers and Collection agencies in achieving collection targets while identifying growth opportunities from existing accounts. The role serves as a customer advocate and cross-functional service leader focused on the Government vertical. In addition, the role will closely monitor government tenders, identify probable churn scenarios & threat to Bad debt , work with Government Segment teams for early risk mitigation, and ensure complete involvement in retention efforts & reduction of AR & Bad debt to safeguard both revenue

Key Result Areas/Accountabilities

1. Customer Service & Retention

a) Act as the primary touchpoint for all Government segment accounts across the circle

b) Build and maintain strong relationships with Government-authorized signatories to ensure customer satisfaction and trust c) Ensure resolution of service requests within SLA timelines and proactively address escalations

d) Drive structured customer connects to improve RNPS and overall experience

e) Keep a regular track on government tenders and evaluate potential churn risks arising from them

f) Identify early signals of churn and work closely with Government Segment teams on probable churn accounts

g) Ensure proactive retention strategies with complete involvement to safeguard both revenue and number of connections

h) Track churn metrics and drive cross-functional initiatives for churn reduction

i) Manage network related complaints by coordinating with the network team, ensuring timely follow up for closure and resolution

2. Drive Collections

a) Achievement of Collection KPIs like Monthly Collections, Bad debt Reduction, improvement in DSO & Reduction in AR through proactive strategies and governance

b) Monitor and ensure collections through FSMs and Collection agency partners for the allocated set of accounts

c) Identify high-risk accounts and initiate proactive follow-up and preventive actions to reduce exposure d) Controlling Involuntary Churn

e) Team development and management

3. Governance & Team Management

a) Supervise and guide Field Service Managers (FSMs) and Collection agency partners to meet service and Collection targets

b) Ensure daily/weekly reviews with teams and take corrective actions for any deviation c) Track performance metrics and provide inputs for business improvement and revenue protection

d) Ensure 100% adherence of Payment & TDS posting process compliance

e) Tracking & Posting of GTDS postings

4. Growth & Cross Sell Enablement

a) Support sales teams by identifying service led opportunities to upsell or cross sell within Government accounts

b) Leverage service relationships to unlock new opportunities and drive higher wallet share from existing accounts

Core Competencies, Knowledge, Experience

Core Competencies, knowledge and Experience

• 8-12 years of experience in Telecom/

• Prior experience in B2B or Telecom B2Bv

• Ability to manage in a dynamic, high growth, high uncertainty environment. Mu st have technical / professional Influencing skills, analytical and commercial ability, effective relationship management skills and proven ability to function within a matrix-organization

Must have technical / professional qualifications

Professional Qualifications: MBA from a good reputed institute