At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Process Management

• Post paid adjustment management
• Initiate Prepaid Number Management System (NMS)
• Development of system with the help of IT to support comprehensive Post-paid Business model and subscriber management
• Aligning all the activities of post-paid provisioning to improve customer satisfaction
• Innovate new customer friendly activation strategies through technology
• Reviewing the operational KPIs of Partners/trade excellence

Process Improvement

• Benchmark the internal processes with the best practices
• Identify opportunities for improvement
• Suggest practices which would help the vertical to achieve desired business results
• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines

Project Management

• Planning & project management for all projects in the vertical form on Post paid and prepaid Provisioning
• Coordinate with the different project leaders across functions.

Process Compliance

• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines
• Sharing daily MI on daily failures and mismatches across system
• Reduce Customer complaints on Post paid and prepaid Provisioning
• Plan & implement a robust complaint management system at the Circle
• Analyze customer complaints process wise and design action plans for process improvement and influence the respective process owner for change
• Ensure 100% customer resolution to request raised by the customers and close loop the same within set SLA
• Work with other cross-functional teams for process changes and other initiatives for enhancing customer experience in the zone (for reduction in time to activate and error free provisioning).

Billing

• Oversee the end-to-end billing process for the enterprise customer portfolio, ensuring accurate and timely invoice generation
• Monitor billing cycles and ensure invoices are issued within agreed service timelines
• Investigate and resolve billing discrepancies, disputes, and customer queries in a timely manner
• Perform regular billing reconciliations to identify revenue leakages, missed charges, or overbilling risks
• Manage credit notes, billing adjustments, and account corrections in line with company policies.

Qualifications

Educational Qualifications & Functional / Technical Skills

• Graduate / PG. Operations background with MBA is most desirable

Relevant Experience (Type of experience and minimum number of years)

• 7 yrs relevant working experience. Minimum 4 years in telecom/BPO must

Other requirements (Behavioral etc.)

• Extremely capable of leading senior cross functional team.
• Sensitive to all the balance score card attributes
• Very good interpersonal skills
• Very High on innovation capability
• Extremely organized and efficiently on time management
• High on result orientations
• High leadership capabilities

• Post paid adjustment management
• Initiate Prepaid Number Management System (NMS)
• Development of system with the help of IT to support comprehensive Post-paid Business model and subscriber management
• Aligning all the activities of post-paid provisioning to improve customer satisfaction
• Innovate new customer friendly activation strategies through technology
• Reviewing the operational KPIs of Partners/trade excellence
• Benchmark the internal processes with the best practices
• Identify opportunities for improvement
• Suggest practices which would help the vertical to achieve desired business results
• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines
• Planning & project management for all projects in the vertical form on Post paid and prepaid Provisioning
• Coordinate with the different project leaders across functions.
• Set-up control-points and Triggers for Internal Control and Compliances
• Track adherence to processes and business guidelines
• Sharing daily MI on daily failures and mismatches across system
• Reduce Customer complaints on Post paid and prepaid Provisioning
• Plan & implement a robust complaint management system at the Circle
• Analyze customer complaints process wise and design action plans for process improvement and influence the respective process owner for change
• Ensure 100% customer resolution to request raised by the customers and close loop the same within set SLA
• Work with other cross-functional teams for process changes and other initiatives for enhancing customer experience in the zone (for reduction in time to activate and error free provisioning).
• Oversee the end-to-end billing process for the enterprise customer portfolio, ensuring accurate and timely invoice generation
• Monitor billing cycles and ensure invoices are issued within agreed service timelines
• Investigate and resolve billing discrepancies, disputes, and customer queries in a timely manner
• Perform regular billing reconciliations to identify revenue leakages, missed charges, or overbilling risks
• Manage credit notes, billing adjustments, and account corrections in line with company policies.

• Post paid adjustment management
• Prepaid Number Management System (NMS)
• System development
• Subscriber management
• Customer satisfaction
• Activation strategies
• Operational KPIs
• Process benchmarking
• Process improvement
• Internal control
• Compliance
• Project management
• Cross-functional team leadership
• Complaint management
• Billing process
• Billing reconciliation
• Credit notes management
• Interpersonal skills
• Innovation
• Time management
• Result orientation
• Leadership

• Graduate / PG. Operations background with MBA is most desirable
• 7 yrs relevant working experience. Minimum 4 years in telecom/BPO must
• Extremely capable of leading senior cross functional team.
• Sensitive to all the balance score card attributes
• Very good interpersonal skills
• Very High on innovation capability
• Extremely organized and efficiently on time management
• High on result orientations
• High leadership capabilities