Head Zonal Service OPS-Manager

Bharti Airtel (Bhubaneshwar, OR, India) 1 day ago
Why Airtel?

We are a fun-loving, energetic and fast growing company that breathes innovation and strives to give an unparalleled experience to our customers and win them for life.

One in every 24 people on this planet is served by Airtel. We are a true Indian MNC, operating out of 17 countries across Asia and Africa. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. Here, at the worlds third largest mobile operator, you will be working with the best minds in the business, to deliver solutions that truly enrich the lives of our customers.

We are always looking for people who are thinkers & doers. People with passion, curiosity & conviction, people who are eager to break away from conventional roles and do jobs never done before

Purpose & Impact

Service Operations head manages the entire agenda of customer life cycle and providing excellent service experience to customer starting from Activation experience, Number management, Sales Support, billing, dunning, collection & payments, retention, churn management, service communication and bad debt management, TERM and Regulatory Compliance.

Job Responsibilities

To develop robust acquisition control

  • As well as ensure customer acquisition delight
  • Provisioning & VAS Experience
  • To manage revenue/Bad Debt/Churn  risk from existing customer
  • To ensure timely and efficient receivables management process
  • To ensure timely collections.
  • Circle Service Experience Opex Optimum utilization
  • Compliance to all Audits/QoS
  • Lead the implementation of MO strategy for differentiated Service Delivery based on Customer Segments. Measure and realign Service Cost based on Service Segments
  • Facilitate the initiatives on customer delight and engagement for High Value Customers.
  • Prepare and achieve Service Operation Vertical Circle AOP to include targets and spend per customer.
  • Own and deliver Service Communication within Service Experience Regime
  • Improve CSMM Scores in the Circle
What specific skills and traits should this person possess?
Skills Required
  • Capable of taking independent decisions.
  • Ability to influence and impact across all functions and verticals.
  • Managing standardized process delivery across geographies (zones) leading to low variance across circle.
  • Delivering service parameters across segments.
  • Partner Management skills.
  • Multi-skilling.
  • Commercial and Financial Management.
  • Analytics and eye for detail
Educational Qualifications
  • Must have: Post Graduate & preferably MBA / CA.
Work Experience ( Must have)
  • 8 to 12 yrs experience in Telecom / Retail / Financial Services
  • Preferred criteria: At least three years in CSD in managerial capacity with at least 1 year in Service Experience role

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Head Zonal Service OPS-Manager

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