Customer Experience Lead - Process Design, Audit & Compliance at Airtel

What will you do?

• Executing compliance audits in partnership with external audit partners (e.g. E&Y) to identify and correct gaps related to processes, operational designs and people efficiency in all facets of customer experience.
• Mitigate revenue stream leakage and other fraud risks through Periodic review of key financial controls and identify areas specifically vulnerable to fraud, identifying root causes breeding fraud risk incidents and engage management on action planning and implementation
• Setting up and monitoring of internal controls in support of cost and fraud management
• Conduct periodic reviews to identify financial and business risks and assess compliance with governmental governing regulations.
• Identifying, developing and Improving the business processes and policies through;

1. Creating and documenting the contact processes for each contact type and media
2. Developing relevant policies and procedures (as required)
3. Implementation of continuous process improvement model
4. Aligning to company and department service objectives

• Ensuring all the processes are designed simple and seamless for Customers, while being competitive.
• Driving automation of processes where possible to increase efficiency
• Establishing process performance objectives and creating KPIs to measure operational and compliance success