Lead - HBB & Post Paid Customer Experience at Airtel

JOB PURPOSE

Driving customer experience for Post Paid and Home Broadband products by ensuring regulatory compliance, delivering seamless user experience and having competitive advantage for all country operations in Africa.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Defining and driving the onboarding process for all country operations in Africa for both Mobile Postpaid and Home broadband products.
• Responsible for Customer experience KPIs like Interactions per Customer, Complaints, NPS, Cost / Opex, Product Churn.
• Driving error free provisioning and billing processes.
• Closely working with Digital teams to ensure end to end customer journeys are fully digital.
• Ensuring correct product and process design before market roll out, ensuring products are properly tested and certified.
• Ensuring customer voice and insights reaches to the respective stakeholders for right product design and modifications.
• Setting up processes and policies for all touch points; call centers, social media, stores etc.; for effective customer handling at low cost high revenue generation model.
• Ensuring the process is fully automated and as much as digital under the purview of regulatory laws for the country.
• Ensuring all the processes are designed simple and seamless for Customers, while being competitive.

COMPETENCIES

• Having good background and experience on Broadband technology and Postpaid product.
• Very high collaboration with Marketing, Product and IT teams.
• High on analytics and problem solving through automation.
• Very high on rigor, processes and policies.
• Creativity (out-of-the box thinking) and strong entrepreneurial spirit
• Strong Commercial Acumen
• Strong Customer orientation
• Excellent Communication and negotiation skills

QUALIFICATIONS AND EXPERIENCE

• Bachelor of Technology with in-depth understanding of telecom trends
• MBA preferred
• 10- 12 years of in-depth experience in the telecom space, especially in Broadband and Postpaid domain
• 10-12 years of experience in leading a highly qualified and experienced team in a highly complex environment