![Airtel India](https://media.trabajo.org/img/noimg.jpg)
Head-b2b
1 week ago
Level: B1/B2 (M/SM)- Function: AES
Location:Circle- Reporting to : Circle CTO
Date:
- Purpose of the JobThe role of Circle B2B Head is to ensure best in class experience, amongst the B2B customer at the circle by
- Service delivery (Installation) & Service assurance (Fault Repair) for B2B customers
- Effectively planning and implementing the training agenda, developing the capabilities of the team and, Managing and governing the partner ecosystem, and IWAN team to deliver the one airtel service agenda par excellence.
- Coordinating with business teams in planning and ensuring deliveries.
- Driving operational excellence in the circle, preparing the operating plan and monitoring the overall productivity measures, adherence to processes, ensuring capex and opex efficiencies at the circle level, ensuring Optimization of Cost to Serve.
- Deliverables
Customer Service Delivery - Ensure Exceptional experience for customer during entire life cycle with airtel through
- Service Delivery
- Installation and end to end delivery
- Service Assurance
- improving the CFI score & KPIs for circle
- 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 and Governance
- Anticipate risks on services & take proactive action to ensure customer satisfaction
- Optimum utilization of the resources and network assets
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
- Process Compliance*
- Plan for circle Operating Plan.
- Ensure Process & SoP adherence
- Manager Capex and Opex efficiencies at circle level
- Review and Monitoring of the CAPEX and OPEX.
- Monitor and enhance service productivity measures
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