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.
1. 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.

1. 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.

1. Collections

Ensure collection efficiency and control cash-in-transit and outstanding dues. Zero tolerance on cash handling irregularities; immediate escalation of any lapse.
1. 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.

1. 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.

1. 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 new 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 workplace.

Calm and firm on customer escalations.

Unquestioned integrity on cash, collections and incentive claims,

📌 Zonal Manager — Residential Broadband (Mumbai)
🏢 Nexifyr
📍 Mumbai