Job
Title : 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.
