Airtel - DGM - Mobility - Billing - Payments Operation

About the Role :

At Bharti Airtel we are building a digital organization with customer experience at heart of everything we do. As a part of the Payments Operation, your aim will be to make payments efficient and effective. You will be responsible for monitoring our core payment processing systems and resolving payment issues and exceptions in order to provide an exceptional customer experience.

You will need to have end to end accountability of failures, partnering for structural fixes with communication to relevant stakeholders & customers. Suggest continuous process & product improvements

As part of this team, you'll bring to this role innovative approaches, practices and processes, project management experience and you'll know what it takes to build and maintain an awesome work culture.

We are looking for someone who:

- High level of ownership and initiative

- Loving the problem and not the solution

- Being hands on - having a deep understanding of product and processes

- Willingness to learn and execute

- Should challenge solutions & respect ideas

- Is a Great communicator and is capable of liaising at the highest level with credibility.

- Is experienced at prioritizing conflicting requirements.

- Is organised and structured; persuasive and determined .

- Strong analytical skills

Responsibilities:

A) Own the customer complaints and feedback for product

- Own and resolve the customer complaints escalated from various sources. Closely monitor the failures and working along with Engineering Team and other stakeholders to reduce the failures for all LOBs

- Resolution of SR 100% accuracy. Closely monitor the SLA for SR resolution and work on reduction of Re-Open and Repeat complaints

- Testing the product end to end before go live

- Aggregate complaint trends and provide inputs to the product team for building new and better features

- Work with product and growth teams to conduct regular customer feedback sessions

- Work on increasing the online modes of refund

- Work on developments required implementation and defect fixes with Engineering & Product

- Working with other internal operations teams to ensure smooth operations at their end

- Ensuring closure of day to day operational issues along with permanent fix implementation

- Billing accuracy to be > 99% & bills to be delivered to be >98%

- Payments to be posted instantly and complaints to be < 0.5%

- Prepaid recharge failures monitoring and closely work with PGs

B) Managing external partners

- Maintaining smooth and cordial relationship with external vendors

- Anchoring escalations to and from partners - setting up processes to avoid the same

- Owning partner payouts and governance - working with teams such as SCM, legal, finance etc. for the same

- Track performance of PGs identify the top performers and low performing partners

C) Ensuring smooth product operations

- Monitoring business critical metrics - ensuring high levels of service to customers

- Anchoring the RCAs and resolutions for service failures - building processes to avoid the same in future

- Working with other operations teams such as accounting, CAD and MS to ensure smooth operations at their end

- Auditing existing product journeys for ensuring high levels of experience

- Setting up a reconciliation process for all payments related processes