Assistant / Deputy Manager - Collection & Retention in India, Delhi at Jobgether

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.

• 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.

• 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.

• 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.