AIRTEL Manager, Provisioning Operations Manager

Position title 1 : Manager, Provisioning Operations Manager

Reporting to : Customer Service Experience Manager

Location: HQ, DSM

Job purpose: 

Implement & manage strategy for Post paid, Prepaid and Airtel Money provisioning operations at the OPCO and Partners locations.

As head of Post paid Service Provisioning – New activations for mobility business Design a strategy & planning for ease of activation, ensuring highest level of customer satisfaction & provide common process experience to customer for new activation across the country.

Key accountabilities:

• Post paid adjustment management
• Initiate Prepaid Number Management System (NMS
• Development of system with the help of IT to support comprehensive Post paid Business model and subscriber management.
• Align all the activities of Post paid provisioning to improve customer satisfaction.
• Innovate new customer friendly activation strategies through technology
• Reviewing the operational KPIs of Partners/trade excellence.
• Benchmark the internal processes with the Best practices
• Identify opportunities for improvement
• Suggest practices which would help the vertical to achieve desired business results
• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines
• Planning & project management for all projects in the vertical from on Post paid and prepaid Provisioning.
• Coordinate with the different project leaders across functions
• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines
• Sharing daily MI on daily failures and mismatches across systems
• Plan & implement a robust complaint management system at the Circle
• Analyze customer complaints process wise and design action plans for process improvement and influence the respective process owner for change
• Ensure 100% customer resolution to request raised by the customers and close loop the same within set SLA.
• Work with other cross-functional teams for process changes and other initiatives for enhancing customer experience in the zone (for reduction in time to activate and error free provisioning).

Educational Qualifications & Technical Skills

Graduate / PG. Operations background with MBA is most desirable

Relevant Experience

7 yrs relevant working experience. Minimum 4 years in telecom/BPO must

Personal characteristics and behaviours

• Self competent to drive large responsibility.
• Extremely capable of leading senior cross functional team.
• Sensitive to all the balance score card attributes
• Knowledge of world’s latest technology
• Very good inter personal skills
• Very High on innovations
• Extremely organized and efficient on time mgmt  
• High on result orientations
• High leadership capabilities
• People Manager

To apply, please email your CV to: recruitment@tz.airtel.com with Position Title on the email subject line.  The deadline for sending applications is 07th June 2013.