We are seeking a results-oriented Senior Manager – Agency & Mobile Product Performance to lead agency governance and drive operational excellence across the mobile business. The role is responsible for improving key business metrics including churn reduction, collections, customer service, partner productivity, compliance, and escalation management while ensuring optimal return on investment (ROI) from agency partners.
The ideal candidate will combine robust analytical capabilities, stakeholder management, and operational leadership to deliver measurable business outcomes through structured governance, performance management, and continuous process improvement.
Key Responsibilities
Agency Performance Management
- Own end-to-end performance management of agency partners across defined business KPIs.
- Drive agency productivity, efficiency, and service quality through structured governance.
- Monitor partner ROI and recommend optimization strategies to improve commercial outcomes.
- Conduct regular business reviews with agency leadership and internal stakeholders.
- Meeting customers to understand the system and identify process corrections
Mobile Product Performance
- Drive initiatives to reduce customer churn and improve retention.
- Monitor collection performance and implement corrective actions to improve recovery rates.
- Improve customer service experience through process enhancements and agency capability building.
- Track mobile product KPIs and identify opportunities for performance improvement.
Governance & Compliance
- Ensure agency adherence to organizational policies, regulatory guidelines, and operational SOPs.
- Monitor compliance metrics and drive timely closure of audit observations.
- Establish governance mechanisms to ensure process discipline and accountability.
Escalation Management
- Lead resolution of high-priority customer, partner, and business escalations.
- Coordinate with cross-functional teams to ensure