Lead - Process & Capability

Company Description

Bharti Airtel Limited is a leading global telecommunications company with operations in 18 countries across Asia and Africa. Headquartered in New Delhi, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed home broadband, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G, 4G wireless services and mobile commerce. Bharti Airtel has over 403 million customers across its operations.

Job Title:  Lead - Process & Capability

Capability building

Improvement in quality of workmanship in the circle/Cluster by

 Execute training plan to build team capabilities to deliver One airtel Service agenda

 Execution of Product/Process/System/Soft skill training for Airtel In-house/off role teams,

Strategic and Non-strategic partners as per the norms to ensure effective learning to all the role holders

 Working with leadership to ensure that Learning outcomes drive business Objectives

 Coordination with circle and central role holders for effective Learning solutions

 Develop and design documents including training manuals, process outlines, flowcharts, checklists, templates, and implementation procedures.

Process Excellence

 Ensure effective implementation of Delivery Process Journeys & SoP

 Recommend process improvement in line with Airtel strategy and close coordination with Customer call centers and CSD teams of Airtel to enhance customer experience

 Measure, analyse and evaluate existing processes, collect data to identify improvement opportunities, develop metrices with KPIs to measure Critical Success Factors

 Facilitate process improvement meetings and workshops, brainstorming sessions and various process improvement events.

Productivity enhancement 

 Monitor and enhance service productivity measures by Consultation around training implementation in line with driving productivity in the teams

Crafting productivity enhanced solutions / trainings

Digitization

 Look for opportunities for digitization in the processes.

 Coordinate with the circle and Central process and product team for building digitization in the processes