Job Description Job Title: - Circle B2B Head Level: B1/B2 (M/SM) Function:  AES Location: Circle Reporting to : Circle CTO Date :  Purpose of the Job

 

The role of Circle B2B Head is to ensure best in class experience, amongst the B2B customer at the circle by  

Service delivery (Installation) & Service assurance (Fault Repair) for B2B customers Effectively planning and implementing the training agenda, developing the capabilities of the team and, Managing and governing the partner ecosystem, and IWAN team to deliver the one airtel service agenda par excellence.  Coordinating with business teams in planning and ensuring deliveries. Driving operational excellence  in the circle, preparing the operating plan and monitoring the overall productivity measures, adherence to processes, ensuring capex and opex efficiencies at the circle level, ensuring Optimization of Cost to Serve.

 

 

Deliverables  

Customer Service Delivery 

Ensure Exceptional experience for customer during  entire life cycle with airtel through

  - Service Delivery- Installation and end to end delivery

  - Service Assurance- fault Repair , SLA adherence and ensuring corrective actions on Complaints and PM

improving the CFI score & KPIs for circle Anticipate risks & take proactive action to ensure customer satisfaction Alignment of the team towards Airtel Business strategy, Customer satisfaction and Service Deliveries Ensure SLA adherence and honoring commitments to customer Driving - KPIs/SLA achievement as per Customer Contract Handling Customer escalation with Quality & Priority Ensure 24x7 availability of services to end customer Establish Proactive approach to improve the key Network parameters. Partner Management and Governance Anticipate risks on services & take proactive action to ensure customer satisfaction Optimum utilization of the resources and network assets

 

 

People Management and Capability building

Execute training plan to build team capabilities to deliver One airtel Service  agenda Effectively manage the partner ecosystem for One Airtel 

 

Operational Excellence- Process Compliance 

Plan for circle Operating Plan. Ensure Process & SoP adherence

 

Operational Excellence -CAPEX/ OPEX Optimization

 

Manager Capex and Opex efficiencies at circle level Review and Monitoring of the CAPEX and OPEX. Monitor and enhance service productivity measures