About the role

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).

Assistant General Manager – Retention and Collection – Enterprise Business