The Role
Manage prepaid and postpaid provisioning processes, system improvements, billing operations, compliance controls, customer complaint resolution, and cross-functional projects. Oversee enterprise billing accuracy, reconciliations, adjustments, disputes, and service-level adherence. Drive process optimization, reduce provisioning errors and customer complaints, monitor operational KPIs, and coordinate initiatives across teams. Lead senior stakeholders while ensuring business guidelines, internal controls, and customer experience objectives are met.
Summary Generated by Built In
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. 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
Skills Required
- Graduate or postgraduate degree
- Operations background
- MBA
- At least 7 years of relevant work experience
- At least 4 years of experience in telecom or BPO
- Ability to lead senior cross-functional teams
- Strong interpersonal skills
- Strong innovation capability
- Strong organization and time-management skills
- Strong results orientation and leadership capabilities
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The Company
What We Do
Airtel Africa is a leading provider of telecommunications and mobile money services, operating in 14 countries across sub-Saharan Africa, offering mobile voice, data, and financial services.
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