Airtel - Head/Deputy General Manager - Customer Experience

Customer Experience Head - DGM

Looking for Seasoned Customer Experience professional having strong exposure in Process implementation.

- The role of Lead Experience is to Ensure excellent customer experience in Installation for BB, DTH, Surveillance through right process and people skills. With this view-

a. Build right In home delivery process journeys

b. Continuously drive process corrections, build digitization in coordination with product

c. Design and deliver technology and soft skill capability programs

- Lead the organization in adoption of new tools and practices bringing teams together to understand, document and simplify processes. Work closely with the circle teams on projects that enhance processes, improve reliability, increase simplicity, and enable growth. The role assumes Planning, monitoring & program level executive sponsorship responsibility and is empowered to establish and implement standards and practices to deliver best in class customer experience

Deliverables :

1. Capability building :

Improvement in quality of workmanship in the circle/Cluster by :

- Execute training plan to build team capabilities to deliver One airtel Service agenda

- Execution of Product/Process/System/Soft skill training for Airtel In-house/off role teams, Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holders

- Working with leadership to ensure that Learning outcomes drive business Objectives

- Coordination with circle and central role holders for effective Learning solutions

- Develop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.

2. Process Excellence :

- Ensure effective implementation of Delivery Process Journeys & SoP

- Recommend process improvement in line with Airtel strategy and close coordination with Customer call centers and CSD teams of Airtel to enhance customer experience

- Measure, analyse and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success Factors

- Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

3. Productivity enhancement :

- Monitor and enhance service productivity measures by

- Consultation around training implementation in line with driving productivity in the teams

- Crafting productivity enhanced solutions / trainings

Digitization :

- Look for opportunities for digitization in the processes.

- Coordinate with the circle and Central process and product team for building digitization in the processes

4. Decision level :

Shared : Decisions reached jointly with peers on a collective basis

Contributory : Makes a major contribution to a decision or policy judgment reached by others

Educational Level :

Qualification/ Experience :

- MBA and/or B.E/B.Tech with 10+ years of experience in Capability building for Service Org

- Experience in process design and implementation a plus Working Experience

Must have : 10+ Years work experience