Cluster Head

Cluster Head

Customer Service Delivery

1. 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),

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

People Management and Capability building

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

Operational Excellence- Process Compliance

1. Plan for circle Operating Plan.
2. Ensure Process & SoP adherence
3. Recommend process improvement in 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

1. Manager Capex and Opex efficiencies at circle level
2. Optimum utilization of the resources and network assets
3. Review and Monitoring of the CAPEX and OPEX.
4. Monitor and enhance service productivity measures.
5. 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

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .