Bharti Airtel - Senior Manager/DGM - Customer Experience Accelerated Leadership Academy

Function: Customer Experience

Vertical: CE Accelerated Leadership Academy

Level: B2 (Senior Manager/ DGM)

Overview of Function

The airtel customer experience team focuses on - First Time Right- resolutions and - Solving for the Future- . Our people work across different product lines to design, develop & implement best in class processes which lead to robust customer operations across business units. This team is the custodian of the airtel brand, delivering to our philosophy of - winning customers for life- by owning each phase of a customer's life cycle. The critical success factors include process innovation, delivering end to end solutions and managing large scale operations to deliver unmatched experience to India's largest telecom customer base.

Overview of Vertical

The participant will undergo exposure to both Design Expertise and Operational Leadership through 18 - 24 month rotational stints in Airtel Centre as well as one of the circles.

As part of the centre rotation, the participant will be member of an experience or project verticals as a design expert: Ex - Mobile Experience, Homes & Office Exp, DTH Exp, Service Exp or Transformation Projects

As part of the circle rotation, the participant will head the end to end solution delivery for an entire circle in the following verticals: Circle Service Operations (leader of the frontline service delivery system of the circle) or Corporate Service (leader of the relationship management system for the corporate customers)

Possible Roles

As described above the roles will depend on the individual's rotational stint. Some of the examples have been mentioned above.

Centre Rotation: The experience teams provide thought leadership on various processes for a specific LOB and is responsible for designing - First Time Right- solutions for customers. The teams are continuously innovating to keep airtel future ready in terms of ease of adaptability and usage. The participant will lead one of the sub-verticals like Prepaid Acquisition Experience or Data & Devices Experiences which will be responsible for all processes linked with the same.

Circle Rotation: The Circle rotation allows the participant to manage large teams while directly working at the field and ensuring perfect execution. This will also provide the necessary cross functional exposure to the participant to take up a leadership role in future.

Demonstrate (Key competencies)

Apart from the Airtel Behavioral Competencies the following functional competencies are necessary for a person to succeed in this role:

1. Process Design Expertise: The key role of an experience leader is to continuously identify design gaps that can be plugged using technology and thought innovation

2. Problem Solving: We believe in solving for the future and hence we must get to the root of the problem and solve it once and all while delivering timely resolution to our customers

3. Effective Data Analytics: First step in fixing a problem or finding a solution is to understand the trends and the larger environmental impact. This can only be done by finding the right inputs and identifying the right trends

4. Working effectively through partners: The customer experience team works largely through its partners and ensuring a seamless integration of airtel thought through partner execution is essential for sustainable development of both parties

5. Serve to Sell: We understand our customers the best and hence we are best placed to identify the solutions required by our customers. We must be in a position to help the customer get the maximum of the airtel offerings and solutions

Academic Credentials

MBA from Tier - 1 B-School

Working Experience

Experience of 4 - 8 years in General Management, Sales & Marketing and Operations roles in industries like FMCG, FMCD, BFSI, e-Commerce, Telecom, IT & ITeS, Aviation, Integrated Businesses, Etc.