Bharti Airtel Limited is an Indian global telecommunications services company based in New Delhi, India. It operates in 18 countries across South Asia, Africa, and the Channel Islands.
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Develop processes and procedures to ensure efficient management of operations.
Identify and propose improvement opportunities for Airtel Money operations with respective business units to increase efficiency.
Ensure the quality of service by enforcing compliance with Airtel Money processes and procedures as well as the organizational and regulatory standards.
Drive Airtel Money partner onboarding, training, complaint resolution and user support.
Timely resolution of escalated issues which may include allocation or deallocation of partner funds, technical and customer related issues in liaison with relevant stakeholders.
Participate in the Call Centre governance meetings to address timely resolution of all Airtel Money-related Customer complaints.
Review of customer journeys in liaison with Customer experience teams to improve service delivery and uptake of products and services.
Participate in developing service level agreements (SLAs) with partners and key stakeholders
Ensure team Participation in system testing for all modifications of products and services as per agreed timeframes and provide accurately documented User Acceptance Tests.
Drive closure of user and customer impacting system malfunctions within given SLA.
Qualifications
Undergraduate degree in Business related field.
At least 8-10 years’ relevant experience in mobile money commerce or digital payments with at least 3 - 5 years in a leadership role.
Project Management qualifications will be an added advantage.
Good knowledge of Operations supports digital payment solutions.
Advanced Excel skills.
Good understanding of the requisite regulatory requirements within the industry.
Good understanding of the Kenyan mobile commerce Market.
Strong data analytical and problem-solving skills.
Gmail
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