Other · Full-time
Direct employerProvisioning Manager
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About this role
Role overview
Implement & manage strategy for Post paid, Prepaid and Airtel Money provisioning operations at the OPCO and Partners locations. The Post-paid Service Provisioning Manager is responsible for new activations for mobility business, designing a strategy & planning for ease of activation, ensuring highest level of customer satisfaction & provide common process experience to customer for new activation across the country.
Why Airtel Africa?
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.
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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.
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.
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
