Assistant / Deputy Manager - Collection & Retention

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Assistant / Deputy Manager - Collection & Retention based in India.

This role is responsible for driving customer retention, reducing churn, and improving overall customer <profitability.You> will lead teams and implement innovative strategies that strengthen customer loyalty and reduce disconnections.The position combines customer experience, collections, people leadership, analytics, and continuous process <improvement.You> will use customer insights, complaint trends, and performance data to identify opportunities and deliver measurable improvements.A key part of the role is building a culture of care, accountability, productivity, and high-quality <service.You> will also work closely with cross-functional teams and senior management to resolve escalations and improve processes.This opportunity is well suited to an experienced retention leader with strong industry knowledge and a proven record of managing large teams.

Accountabilities

• Lead the implementation and continuous improvement of customer retention and collection processes.
• Drive gross and net churn targets by developing strategies that reduce customer disconnections and improve retention.
• Improve team productivity, operational efficiency, and service quality through effective performance management.
• Analyze customer feedback, call quality, repeat complaints, and service issues to identify root causes and recommend permanent solutions.
• Build and promote a culture centered on customer care, compassion, accountability, and strong performance.
• Ensure customer requests and concerns are addressed promptly and effectively.
• Coach, support, and develop team members by identifying training and capability-building needs.
• Explore automation opportunities to reduce manual intervention and improve operational efficiency.
• Build strong cross-functional relationships and coordinate with relevant teams to resolve customer and process issues.
• Develop and share management reports, performance analyses, presentations, and actionable customer insights.
• Support enterprise payment processes and oversee the recovery of doubtful or overdue customer debts.
• Maintain strong relationships with large and strategically important customers, including direct relationship management when required.
• Act as the final escalation point for complex customer issues and ensure appropriate resolution.
• Identify and implement process improvements that contribute to higher customer satisfaction, lower churn, and improved profitability.

Requirements

• Graduate or postgraduate qualification from a reputed institution.
• Minimum 9+ years of experience in customer retention, collections, customer experience, or a related function.
• Relevant experience in the ISP, telecommunications, banking, or similar customer-centric industry is strongly preferred.
• Strong understanding of customer retention strategies, churn management, and collection processes.
• Proven ability to lead and manage large teams in a target-driven operational environment.
• Strong analytical skills with the ability to interpret customer, operational, and performance data and translate insights into action.
• Excellent negotiation, communication, and presentation skills.
• Strong customer relationship management capabilities, particularly when dealing with large or strategically important accounts.
• Ability to manage escalations calmly and develop practical, customer-focused solutions.
• Strong leadership, coaching, and people-development skills.
• Demonstrated ability to identify process inefficiencies and drive continuous improvement.
• Commercial awareness and an understanding of how retention and collections contribute to profitability.
• Highly organized, proactive, results-oriented, and comfortable working in a fast-paced environment.
• Willingness to work 6 days per week.

Benefits

• Compensation of approximately INR 900,000–1,600,000 per year, depending on experience and fit.
• Opportunity to take a leadership role in customer retention and collections.
• Scope to manage large teams and influence customer experience and business profitability.
• Opportunity to drive automation, process improvements, and operational transformation.
• Exposure to cross-functional leadership and senior management.
• Opportunity to work with large and strategically important customers.
• Location: Sarita Vihar, New Delhi, India.
• Working schedule: 6 days per week.