Operational Excellence Lead

4 days ago


Gurgaon, Haryana, India Airtel Full time

At Airtel, we are committed to simplifying our processes and automating our services to enhance customer experience and drive business efficiency. The Operational Excellence Lead will play a pivotal role in achieving this goal by leading the simplification and automation of our services, including communication simplification, journey creation, and manual process automation.



Key Responsibilities:

  • Develop and implement strategies to simplify communication and automate services
  • Design and implement journeys on our App for all Lines of Business (LOBs)
  • Ensure compliance with TRAI guidelines and maintain 100% bill delivery within the defined TAT
  • Reduce repeat RTOs to < 1% Circle Wise
  • Achieve 80% reduction in bill delivery interactions and 30% reduction in billing-related interactions
  • Increase e-bill penetration by 50% and ensure 100% email ID correction for all LOBs
  • Reduce paper bills by 80%



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