JABEER BAIG

Senior Manager

Reliance JIO

01.2015 - Current

Overall Responsibility to run Smooth operations of Jio Centre related to different functions be it be Sales / Network / Customer Service etc.
Need to Set the priorities for working of team depending upon the instruction given by NHQ / SHQ.
Keep the Hygiene intact for Every Role in the JC & responsible for keeping smooth interaction or communication between inter functions team members in JC.
Responsible for Overall Profit & Loss operations of Jio geography
Customer Acquisition/ Jio Devices
General Trade Market, Smart Sim / MNP / Jio Devices / FTTX through Distributors / Own Jio Point Stores / DX Stores / MJS in JP & JC Markets
Non-General Trade Acquisition New Sim / MNP through JA / RJA / ODSS/ Lead Generated through JCA
Own Format Acquisition through Stores / Direct JC Teams for New Sim / MNP / Fiber through D2C
Fiber to Home Acquisition: Ensure HSO Productivity
RMS Share Increase: Hygiene: Retailer Auto Refill / Distributor Balance norms adherence / Retailer Wallet Balances / Workforce of Channel
Increase PI PO ratio to improve RMS, Promote High Value RC / Control over Small RC/ New Question through Small FRC
Utilize JCA for Retention of Customer / Maximum Lead conversion on RC with Higher RC Denominations
Measurement: Discipline on Channel i.e Workforce as per URO / Auto refill Checks / Channel Wallet Balance Norms. LUT Sites / PIPO improvement / High RC Improvement / Device Locking
Network Planning & upkeep
Keep looking for network expansion opportunities, Lining with Ground team for Acquisition of Site / RE / FC&N / Construction for movement of site from One bucket to another.
Customer Service
Ensure Quality Training and processes education for Customer Interacting people i.e. DRS / JPAM / Own Store Employees.
In case Network Complaints Discuss with TE/INAL for root cause to solve issues.
Interacting with the Function Leaders on Process Violation if required.
Check on Team about Customer education
Measurement: Feedback from Customer / CSAT Survey / 100% SR withing TAT / Random Check from Customer on Service and interaction through WhatsApp or Call for immediate resolution if any.
Monitor every update regarding the customer complaints (even on the DRS level).
Projects
Understanding Project Scope / Setting responsibilities of Team members / Allocation of Resources / Evaluating the progress / Review & Rewards basis Ach of Work
People Management
Identifying Right Workforce for Right Role.
Work on People Retention, timely evaluate people on their Performance n push them for role elevation so they remain feels satisfied.
Activities: Training Role Wise through Learning / Buddy mapping / R & R / Lead by Example / interact with HR for Onboarding of candidates

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