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Bengaluru

    Cluster Head - Bengaluru, India - Airtel

    Airtel
    Airtel Bengaluru, India

    1 day ago

    Airtel background
    Full time
    Description

    Customer Service Delivery

  • Ensure Exceptional experience for customer during entire life cycle with airtel through

    • Service Delivery- Installation and,

    Service Assurance- fault Repair for BB, DTH and Surveillance (One Airtel),

  • improving the CFI score & KPIs for circle
  • Migrate customers to better technology & speeds
  • Anticipate risks & take proactive action to ensure customer satisfaction
  • Alignment of the team towards Airtel Business strategy, Customer satisfaction and Service Deliveries
  • Ensure SLA adherence and honoring commitments to customer
  • Driving - KPIs/SLA achievement as per Customer Contract
  • Handling Customer escalation with Quality & Priority
  • Ensure 24x7 availability of services to end customer
  • Establish Proactive approach to improve the key Network parameters.
  • Partner Management – ( FR/Installation) with all Performance / Material / Payment
  • Drive S2S (New sales, rental upgrade, technology migration, Other LoB products etc) through service teams
  • Anticipate risks on services & take proactive action to ensure customer satisfaction.

    • People Management and Capability building

  • Execute training plan to build team capabilities to deliver One airtel Service agenda
  • Effectively manage the partner ecosystem for One Airtel
  • Improvement in quality of workmanship in the circle/Cluster

    • Operational Excellence- Process Compliance

  • Plan for circle Operating Plan.
  • Ensure Process & SoP adherence
  • Recommend process improvementin line with Airtel strategy and close coordination with Customer call centers and CSD teams of Airtel to enhance customer experience

    • Operational Excellence -CAPEX/ OPEX Optimization

  • Manager Capex and Opex efficiencies at circle level
  • Optimum utilization of the resources and network assets
  • Review and Monitoring of the CAPEX and OPEX.
  • Monitor and enhance service productivity measures.
  • Support business in identifying new coverage areas within AoP framework to meet the subs and revenue targets of the business

    • Key-Competency

    Customer Obsession - Is sensitive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer. Clearly advocates and finds ways & means to continuously up the experience of customers

    Business Acumen - able to plan through strategic thinking, carries an understanding of all areas of a business' operations and how they are interconnected, recognizes the financial elements of the business; and makes decisions to move the business with appropriate strategy. Ability to read, analyze and interpret common scientific and technical journals, financial reports, legal documents or government regulations

    Execution excellence - translates initiatives into actions, creates accountability, ensures skills and readiness, defines and adheres to Processes, Strive for excellence. Sets aspirational targets and milestones for self & team in alignment in organization objectives, Perseveres to deliver results irrespective of challenges & constraints.

    Leading & energizing teams - Ability to effectively lead a large & diverse operations of newly formed organization in a highly evolving, multi technology & varying customer needs environment

    Influencing- Is an influencer, manages the stakeholders by creating a lasting relationship based on a consistent delivery of a win-win proposition.

    DIMENSION :

    Geographical Span: Large Circle

    Customers : Fair Mix of Internal and External

    No. of Subordinates :

    i) Direct: 7-8

    ii) Indirect: 48-50 On roll and Off Rolls

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