Kumar Manish

Experience

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  Standard Chartered

  Sept 2003 - Nov 2004

  Cosumer Banking Operations

  Handling assigned workload with accuracy & responsibilities to meet SLA & ensuring TAT are met all the time.Continuous focus on improvement in process development. Ensuring returns/reconciliation are completed & submitted as per SLA & comply with group policy & procedures.

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  Reliance Communications

  Nov 2004 - May 2008

  Manager - Customer Service Operation

  Responsible for managing Customer Service Operation for 3 Zones- Ranchi/Dhanbad/Jamshedpur in Jharkhand.Responsible for Retention, Customer Care, Credit Verification, Dunning and collection targets for Ranchi/Dhanbad/Jamshedpur Cluster of Bihar Circle.Responsible for managing the complete customer life cycle post acquisition.Maximize customer delight by integrating customer facing functions of Customer Care, Billing and Collection and handset service.

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  Vodafone

  Jun 2008 - Oct 2018

  Heading Retail vertical of the circle Responsible for meeting Sales KBI’s (Acquisition: Pre-Paid and Post-Paid, Revenue, Data, Terminals and Devices, Revenue per square feet) and service KBI’s (Quality Score, Training and Development) P&L Management: Rolled out New profitability Model for COCO/FOCO stores Responsible for B2B sales, Key Account Management/Business Development, Mobility (Voice and Data) and Fixed Line(Wireline) business (Voice and Data) Monthly deployment of the marketing calendar as per festivals and occasions for the circle Build a strong retail team based on standardized work processes / consistency in execution and common language and operating routines Custodian of TNPS at all touch points and influence the change to drive better experience Show less Responsible for Overall management of Back Office and Activations, custodian of all CS processes, Acquisition Process, QRC and CS Projects A diverse work force of 120 including, Direct and Matrix reporting with 4 Verticals.The team is an integral part and responsible for Key Business impacting outputs  Acquisition Turn Around Time  Resolution and its compliance TRAI & DOT compliances Documentation compliance Mobile commerce process Revenues though self –help channel Customer delight index Key Project, Process and Products LaunchesBuild the result oriented and customer focused team by driving the new OE model, driving engagement, strengthening succession planning and talent pipeline- through speed, simplicity and trust Show less Tracking campaign effectiveness and revenue upside by closely tracking and monitoring each campaign.Ensure effective and result oriented deployment of Retention & Usage models like CPM & DisplacementDriving Usage & Customer Delight via 121 – increase customer & retailer penetration, tertiary revenue through 121 and maintaining 121 P&LGenerating consumer insights from data of usage patterns, VOC to arrive at solutions for the marketIncrease stable base share & reduction of churn Show less

  • GM - Retail Operations

    Aug 2016 - Oct 2018

  • AGM – Customer Service Delivery (CSG Head)

    Nov 2013 - Aug 2016

  • Manager – Circle Operations Head, Retail & Experience

    Jan 2011 - Oct 2013

  • Dy. Manager – Marketing Operations (Campaign Manager)

    Jul 2009 - Dec 2010

  • Dy. Manager – Circle Operations Lead, Retail & Experience

    Jun 2008 - Jun 2009
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  Vodafone Idea Limited

  Nov 2018 - Apr 2019

  General Manager & Head – Direct Sales

  Responsible for Channel Sales , Key Account Management/Business Development, Mobility (Voice and Data) and Fixed Line (Wireline) business (Voice and Data),

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  Amazon

  Jul 2019 - now

  Territory Manager Last Mile Operation

  Defining, building and responsible for the execution of transportation processes, right from FC to customers and leveraging our delivery center network, Ensure enough bandwidth in citywide delivery team to ensure peak time delivery management. Continuously improve the delivery process and attain a sustained level of delivery performance improvement. Responsible for hiring, training & building up a highly motivated workforce for delivery team, with support from HR & training team ,to meet the operational requirement for the city ,continuous meeting the high bar and quality & productivity . Show less