Zonal Manager — Residential Broadband

Position: Zonal Manager
Function: Retail Business (Business-to-Consumer broadband)
Reports to Head — Retail Business
Team 2–4 Cluster Managers; 15–30 Direct Sales Executives (field sales staff);
zonal service and collection staff
Location Ghatkopar, Mumbai

About the company
Company is a Department of
Telecommunications Category-A licensed Internet Service Provider headquartered in Navi
Mumbai. It serves approximately 1.23 lakh residential subscribers across nine zones in
Mumbai and Navi Mumbai and a growing base in Bengaluru, supported by 80 branch
locations, alongside an enterprise and government business.
Purpose of the role
Own the complete performance of one zone — new subscriber acquisition, renewals,
retention, collections, service quality and field team productivity — and run it as an
accountable business unit rather than a sales desk.
Key responsibilities
1. Acquisition and revenue
Deliver the monthly new connection target for the zone, by cluster and by executive

Improve homepass utilisation — the share of homes already passed by the i-ON network

that convert into paying subscribers.

Protect and grow Average Revenue Per User through plan-mix upgrades, longer tenure

plans and Internet Protocol Television (IPTV) attachment.

2. Renewals and retention

Drive daywise renewal discipline so that renewals are closed before expiry, not after.

Contain churn; run win-back on disconnected subscribers.

Own the local response to competitor activity and price attacks.

3. Team leadership

Recruit, induct, train and retain Cluster Managers and Direct Sales Executives; keep the

zone fully staffed.





Set and audit daily beat plans, field attendance and building-wise coverage.

Manage executive-level attrition and enforce incentive and conduct discipline.

4. Collections

Ensure collection efficiency and control cash-in-transit and outstanding dues.

Zero tolerance on cash handling irregularities; immediate escalation of any lapse.

5. Service and network coordination

Work with network operations and technical teams on installation turnaround time and

complaint resolution time in the zone.

Own customer escalations end to end, including society and Resident Welfare

Association-level complaints.

6. Channel, buildings and local marketing

Build and maintain relationships with housing societies, Resident Welfare Associations,

builders and facility managers; secure and renew building access and permissions.

Execute local activations and campaigns (for example the Try and Buy campaign) with

proper collateral and field control.

Manage local channel partners and franchisees where applicable.

7. Governance and reporting

Publish daily and weekly zonal dashboards; present in the Monthly Business Review

Maintain data discipline in the billing and operations support system (Height8) and the

customer relationship management tools.

Ensure compliance with licence conditions,



Know Your Customer documentation and

internal audit requirements.

How performance will be measured

Gross and net current connections against target

Homepass utilisation percentage

Renewal rate and churn percentage

Average Revenue Per User and plan mix

Collection efficiency and ageing of outstanding dues

Direct Sales Executive productivity (connections per executive per month) and executive

attrition

Installation turnaround time and complaint resolution time

Zonal contribution margin

Candidate profile

Experience

8–12 years in field sales, of which at least 3 years managing a frontline team of 15 or

more.

Must have carried a monthly volume target and owned a defined geography.

Industry background: Internet Service Provider, cable television, Direct-to-Home

television, telecom, consumer durables, or similar high-frequency field sales. Last-mile

broadband experience strongly preferred.

Education

Graduate in any discipline. Master of Business Administration is desirable, not

mandatory.

Other requirements

Working knowledge of the Ghatkopar and greater Mumbai market; fluency in Marathi

Comfortable with dashboards, spreadsheets and billing or customer relationship

management systems.

Own vehicle and willingness to be in the field daily; this is not a desk role.

Competencies

Numbers-led and target-driven, with the habit of reviewing performance daily rather

than monthly.

Genuine people manager — able to hire, coach and retain frontline staff in a high attrition environment.

Calm and firm on customer escalations.
Unquestioned integrity on cash, collections and incentive claims,

📌 Zonal Manager — Residential Broadband (India)
🏢 Nexifyr Consulting
📍 India