Latest Vacancies 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

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JOB PURPOSE

Simplification and Automation of Customer journeys for better customer experience at all digital and assisted touch points.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Working closely with HQ teams on customer journey simplifications and design
• Governance of all change management across all countries and best practice replication
• Driving KYC and Sim swap IT changes execution through right design & modular framework
• Executing customer journeys on Digital properties like App & Web, building complete digital Self care for all operating countries in Africa for all product lines
• Driving product and process simplification agenda with IT teams by executing Decision Tree, Single screen for front-end
• Working closely with IT Agile lab on automation of simplified journeys and applications delivery

COMPETENCIES

• Having good background and experience on Design thinking and Problem solving
• Very high collaboration with HQ 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
• 7-10 years of experience in leading a highly qualified and experienced team in a highly complex environment
• 7- 10 years of in-depth experience in the telecom or e-commerce space, especially in Service design and automation

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JOB PURPOSE

Defining, Driving & Delivering superior Customer Experience at Company Retail Stores across all country operations in Africa.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Driving Customer experience at all Large format retail stores (COCO & COFO) across all country operations in Africa.
• Ensuring effective hiring and training for all store employees.
• Ensuring compliance and risk mitigation strategies execution.
• Implementation of new Store Design across all operations to ensure effective representation of Brand Airtel through this important channel.
• Driving process simplification and automation for all Retail processes to ensure cost reduction and thereby profitability.
• Driving P&L for Large format retail stores so that they are profitable while providing superior service.
• Designing strategy for Retail customer experience and executing the same across all operating units.

COMPETENCIES

• Excellent operational background on Company owned and Franchisee owned Stores handling
• Experience in managing P&L for stores, both Sales and Service at stores
• 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 experience in leading a highly qualified and experienced team in a highly complex environment
• 10- 12 years of in-depth experience in the telecom space, especially in Retail Customer experience domain

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JOB PURPOSE

Driving KYC, Sim swap and Airtel money processes to ensure regulatory compliance and seamless customer experience, while having competitive advantage for all country operations in Africa.

RESPONSIBILITIES AND ACCOUNTABILITIES

• Driving the KYC process compliance for both new acquisitions and existing base for all country operations in Africa for both Mobile GSM and Airtel Money
• Proactively engaging with Regulator to ensure participation in future processes
• Driving risk mitigation for all Airtel Money and Sim swap processes while ensuring process simplification
• Driving Sim swap process compliance across all country operations for Lost & Damaged sim and for Sim upgrade processes
• Ensuring the process is fully automated and as much as digital under the purview of regulatory laws for the country
• Ensuring the process is designed simple and seamless for Customers to on-board quickly and also is having competitive advantage

COMPETENCIES

• Having good background and experience on KYC norms and implementations.
• Very high collaboration with Regulatory, Legal, 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 experience in leading a highly qualified and experienced team in a highly complex environment
• 10- 12 years of in-depth experience in the telecom space, especially in KYC and Regulatory domain