James M William

About James M William

A dynamic professional with 19+ years of experience in Telecom, Banking, Insurance and IT. Proven Expertise in Business Plan, Profit Center Operations, Retail, Credit and Collections, Process Excellence, Change Management, Robust Controls, Vendor Management, Bottom-line Growth, Customer Retention, Project Initiatives, Troubleshooting, Budgeting and Forecasting, Revenue Management, leading, training and mentoring cross-functional teams with an aim to enhance organisational effectiveness and value. I have been associated with telecom giant - Vodafone India since 2005, managing various portfolios across customer experience, circle operations, business development,credit and collections. Won Best Retail Circle Award in North for two consecutive quarters and nominated Best Retail Circle in India. • Successfully handled retail teams of various formats to enhance profitability, retention of customers, cost rationalization, receivable management & business development. • Instrumental in developing & streamlining systems for business development. Proven ability to handle large retail team and enhance operational effectiveness to meet operational goals within the cost, time & quality parameters. • Proven track record of developing new procedures, service standards and operational policies, planning & implementing effective control measures to achieve the desired goals. Sphere led the migration of cash management and collection process to shared service centre. • Promoted Green Bill concept across 23-circles and reduced bill printing & delivery cost E-Bill concept nationally. • Instrumental in increasing online payment penetration with new bank tie-ups into Vodafone website for debit card acceptance & standardized into online settlements and initiated “Quick Pay” option to Vodafone customers thru Vodafone website. Prior to this, I have worked with Motorola,Standard Chartered and Dell Computers, remained key person for analyzing credit worthiness of corporates and individuals.

Experience

1. Head of Customer Experience

   Vodafone Business

   May 2005 — Present · Bengaluru, IN

   Apr 15 - Head – Customer Experience & Receivables Management, Bangalore\\\\n Focus on customer loyalty by designing end to end customer experience solutions.\\\\n Leading a large team in various process of Customer Life Cycle Management spread across 7 zones of Karnataka circle. i.e.Billing / Credit / Customer Service / Retention & Receivables Management.\\\\n Strategically analyzed delinquency and fraud accounts; trained manpower on credit standards bringing in robust credit and collection process to support business growth and reduce Bad Debt risks\\\\n Coordinated with internal stakeholders in sales, marketing, network and collection teams to identify gaps and pain-points with in-depth root cause analysis.\\\\n Have consistently achieved the set Service KPI’s / Collection / Churn and Bad Debts tgt for the circle\\\\n\\\\nJun 11 – Mar 15 Head of Retail - Punjab and Himachal Pradesh, Chandigarh\\\\n Chosen by top management to lead the newly formed retail segment of managing Vodafone outlets; Adjudged as best retail head consistently for 4 years\\\\n Responsible for 240 stores on company/franchise model; converted franchise to company operations achieving 73% top-line contribution\\\\n\\\\nApr 09 – Jun 11 Deputy General Manager – Corporate Credit and Collections\\\\n Promoted to manage credit and collection policy for 23 telecom circles pan-India migrating back-end process to shared service center enhancing work efficiencies\\\\n Strategically analyzed delinquency and fraud accounts; trained manpower on credit standards bringing in uniform reporting enhancing customer service\\\\n\\\\nMar 05 – Apr 09 Senior Manager, Chennai\\\\n Spearheaded to restructure processes with defined operating procedures, robust credit analysis; increasing collections and reducing bad debts\\\\n Hired and put in place right talent including tele-calling and field collection teams; aligned and trained on process excellence with customer centric approach\\\\n\\\\n

Education

• St.Joseph's College of Commerce - Bangalore

  Bachelor’s Degree, Business/Commerce, General

  1989 — 1992

• Indira Gandhi National Open University

  Master of Business Administration (M.B.A.), Finance, General