Manish Vats Email & Phone Number

New Delhi, Dl, In

Noida, Uttar Pradesh, India

Managing National Distributors- Ecommerce/ Digital platform (i.e Bill Desk, UPI enabled QR code , Paytm, Mobikwik, Phonepe, Euronet ,Oxigen, Bajaj Finance, Andruil Technology auto debit facility ,BBPS platform, UPI via Yes Bank/ ICICI , , CSC, Amazon Pay, Google Pay etc) which includes merchant acquisition along with execution strategy for both brands dish and d2h . Handling overall recharge business through these modes approx. 1500 cr +annually (dish) and 1800+ annually (d2h), which contributes 65% of overall recharge business. Institutionalizing and leading a novel concept in DTH industry for the first time to have real time integration which will help Third Party App companies –dishtv/ d2h user to get their current FMR/due date/Best Plan. Real time Integration leads to retention benefits: Repeat recharges from the same set of customers,Proactive intimation of FMR/Best offer through Third party push notification, Dunning cost saving Focusing and driving organization goal objective to have more tie ups with e-governance/ digitization platform industries. Designing Strategies in-house / external agencies towards seamless execution of the project within specified time frame and complete alignment with in-house team comprises of IT, Legal frame, engagement campaigns team, new product launches and finally managing key account. Bringing customized scheme for the customer and enhancing better customer experience with third party apps with dish and d2h platform. As a result of which, there has been significant reduction towards recharge collection cost. Developing strategies with marketing /U&R team for enhancing extra revenue by negotiating with partners on subscriber cashback/ engaging customer to hook into digitization platform month after month for both brands dish TV/d2h account/ WATCHO. Reduction towards cost savings by over 2 cr in a month through strategic alliances and online mode/digital modes of payment.

Mohali

Handling CSD head position ( Onboarding /Compliance, Call Center-121/198/59059, QRC , Complaint Mechanism,Service Assurance , Collection and Retention)

Patna, Bihar, India

Handling CSD head profile ( Call center, QRC, Onboarding ,Service assurance , Collection and Retention)

All India Head - Collection and RetentionHeading the Billing, Collections & Retention Department ( All India) and responsible for timely and accurate billing of prepaid subscribers , primary dissemination of ITZ targets and afterwards their Collections and Retention at all buckets ( Grace ,Pre-churn and Churn) through various agencies cum dealer -distributor managementResponsibility includes Setting up Monthly Targets for all India level which is further segregated into 8 Zones and States or Operations Teams. Looking after and expansion of Distributor and Dealer network across india for the availability of recharge point across the country.Planning out Strategies in conjunction with market dynamics to control churn and upgrade schemes, Setting up new Agencies/ ITZ distributors for Collections , Dish Shoppee, Customer Retention.Introducing new modes of payments to reduce the cost of collection and responsibility to integrate the same with IT deptt. Launched CCSI (Credit Card Standing Instruction, Added DishTV as a biller in the ICICI website, ECS, payments through IVR -using Atom Technology, Easy Bill, Adding 25 banks internet banking option in the organization's website), Rechargeitnow.com, Amex Gateway and various schemes to ensure customers abide to these modes of payment.Introduced Electronic Pin Recharge System (EPRS) that helped the organization to stream-line and manage better Merchant- Distributor - Dealer(s) and Customer(s).Complete application is indigenously designed to cater to base of Approx 800 Distributors and above 30K dealers across the country.Designing and Setting up processes at backend (Billing System) to ensure smooth functioning of all modes of payments , Dunning process ( Flash of SMS/ Forced message)

Key Account Management & Leadership , Sales & Revenue Increases,Client Relationship & Sales Growth, Promotional Events & Marketing,Media Relations & Client Relations,Staff & Client Training

Head - Customer Retention for both for Post paid and Prepaid -Delhi NCR Key Contributions: Loyalty & churn control for the entire Prepaid & Post Paid customer base.Responsible for the segmented customer lifecycle Management - HNI and Non HNI through the support of Webworld express and Agency Management . Managed the customer life cycle with clear demarcation w.r.t. HNI and Non HNI base by closely monitoring the movement of customers right from billing date till termination. Responsible for Customer Communications and optimization of the same for cost to serve reduction and opening avenues for revenue enhancement from the current active base.Ensuring that the Revenue earning customers against the total customer base is never less than 98.5% whereby having direct implication in the Revenue Market Share.Responsible for New /Existing Product feasibility mapping with Marketing for the serviceability and the customer behavior impact in the existing customer base.Heading High Value Customer Segment Customer Relationship Programme through Customer relationship executives.Segmentation Guardian for the Circle and monitoring to maximize upgrades and minimize downgrades in the existing customer base.Leading projects aimed at reducing customer pain & Agony Index through revisiting and modifying the unwarranted interventions and introducing new customer empowerment procedures to handle their own subscription.Heading Revenue and Usage enhancement operations from the existing customers in liaison with Marketing.Brought down the revenue churn from the levels of >4% to a current < 2% in the last fiscal.Responsible for handling all the High Billing customers through relation ship management programme resulting in increase of 11% revenues year on year basis from the existing customer base.Calibrating churn control measures through market conducive product & processes.I

Key Contributions: As a Functional Head for Quality Assurance and Training, I had been engaged in defining and detailing processes for various functions ( Activation, Retention ( Both for Prepaid and Post Paid) ,Billing , Collection , Call Center )within SDQ department.Launched a concept of Bill Service Guarantee (Post Paid Bill) - Responsibilities in Billing involved customization of Bill plans and subsequently configured the billing system in coordination with IT. Verification of Billing at Pre Bill Check by checking sample bills at every bill cycle to ensure the correctness of the bills reaching customers and keeping the Bill Service Guarantee at maximum possible levels. ( Formulation of Cross functional team.Formulated strategies to control Churn for High ARPU and High Age on network customers in coordination with Retention lead/SDQ head Initiation of Loyalty programs & customer engagement programs for Designed a Certification program (ISEP) for Call Center Executives and motivated them to stay longer within the organization.Planned and Organized Retention Training modules (Field staff, Retention tool) and correlated the retention tool with scenarios. (Organize at Agency level and Staff level). Telecalling set up and data analyzed for regularly paying customer and focused on non paying customer.Did a Green Belt Project (Bill Delivery) Reconciliation of Billing process from Pre Bill Check to Bill Generation, Bill Printing, Dispatch, etc. Ensured timely printing & delivery of bills so that customer gets sufficient time to pay. Subsequently analyzed Bill return, Duplicate Bill request, BNR , Repeat Bill request etc to improve continuously the bill distribution process to maximize collections by due date and reduce churn.

Key Contributions: As a part of my KRA, formulated quality policy, statement of Direction and Quality documentation across all departments, ranging from a spectrum of all Key KCRPs (Key Customer related Processes), KSPs (Key Support Processes) to those related to Key Suppliers. Following were the departments covered : Administration, HR , Training , Inbound and Outbound Operation, Transaction Monitoring (inbound and outbound), IT and Business DevelopmentImparted regular QMS (Quality Management System) related trainings namely ISO 9001:2000, COPC, Process Improvement, 5S, Kaizen principles etc. in order to make each individual familiarized with the process.Monitored the implementation of processes on ground by way of regular conduct of Internal Quality Audits that help ascertain the consonance of processes with the business objectives of the company.As a part of my key responsibility, initiated a minimum of 2-3 new Process Improvements every month, for example Calibration approach for Transaction Monitoring, End User Customer / Client complaints, correlation of hiring new agents and subsequent Trainings on the floor.

Key Contributions:Imparted training to and hand-held the Sales team, in their efforts for various Quality initiatives in generating new businesses.Had been instrumental in conducting four open house programs each in Delhi, Chandigarh and Nepal in the field of "Workshop Improvement through 5s and Kaizen" and an awareness program for "ISO 9001:2000 standard and transition from ISO 1994 to 2000 version.Had been the owner of the product for Management Graduates viz. "Tata Certified Quality Management Graduate" as developed this from conceptual stage. Carried out Training Programs in Quality Management Systems, both in-house and in Franchisees, on a periodic basis.Conducted Quality Process Audits at the Franchisee Centers in Northern India to maintain the overall Performance Metrics, primarily in the areas of Academics, Marketing, Customer Care and Placements and monitor their being in line with the Tata Infotech Education Business Model. Carried out in-house audits for all cross-functional departments as per the Annual Audit plan. This lead to identifying the gap in the system so that a process re-designing would close the gaps. As a part of the team in implementing the processes with respect to JRD QV requirement. The JRD QV philosophy is based on Malcolm Baldrige National Quality US Award.

TQMKey Contributions: As a part of the team, providing consultancy & carry out in-house audits to various Engineering Services industries like Sage Metal Limited, Ashoka Metal Decor Limited and Wipro Peripheral Services Limited, pursuing the ISO 9000 standard.As a part of the team, conducting programs in the areas of SQC techniques, QualityCosting and ISO 9000 awareness programs

Education record

Bachelor Of Engineering - Be, Mechanical Engineering, First Grade

Activities and Societies: In the field of Table Tennis/ Other Sports Courses & Certifications: Completed Internal Quality Auditor Course.

Mba, Technology Mgt