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Manager Service Experience Job Vacancy In Airtel

Job Title: Manager Service Experience
Company Name :     AIRTEL UGANDA

Company Profile :     Airtel a leading telecom is in need of A MANAGER SERVICE EXPERIENCE
Responsible to: HEAD CUSTOMER SERVICE
Job Purpose:
Provide the leadership in defining and Operationalize Service Models for all customer lifecycle stages; KYC/Sim Registration, provisioning across different products/services etc. In addition will define and operationalize the Customer Communication policy framework for Airtel Uganda. Act as the custodian for audit and custodian within CSD. Key Result Areas 1. Creating highly effective and efficient service models for the above customer life cycle touch points 2. Define and operationalize policies, platforms and processes to ensure a superior and delightful experience 3. Create and Implement a “Plus One” First Time activation process (KYC/Sim Registration) which will provides the Business with an edge in the market while remaining compliant with the laws in Uganda. 4. Provide leadership for the Provisioning function ( postpaid and prepaid) – ensure robust basic processes as well as identify opportunities to enhance Customer experience to create a competitive edge in the market e.g Number choice for prepaid Customers, Self Sim Swap processes 5. Enhancing the Trustworthy attribute of the brand by ensuring that all communication is Honest and Transparent 6. Own Customer Communication process and policies – structure and implementation across OpCo’s 7. Ensure standardization, consistency and relevance of content on Switch, SMSs, Mailers, USDs, IVR/OBD. 8. Provide Communication support for New products and services launched 9. Build a mechanism to review the compliance of all policies and processes 10. Maximize effectiveness of all communication at/through Switch, SMSs, Mailers, USSDs, IVR/OBD 11. Ensure compliance to the laid down Internal and External Regulatory policy ( Do not disturb etc) 12. Build Platforms which provide scalability for customer communication Initiatives as well as the ability to send communication in vernacular language
Experience :     5 (Years)
Job Type :     Full Time
Industry Type :     IT/Telecom
Functional Area :     Marketing/Sales
Location :     Kampala Uganda

Skill Set :     You have • university degree in business/Equivalent qualification, • 5+ years with experience in field of sales or marketing with at least 2years leadership • Proven ability to analyze complex business issues and identify , design and implement effective practical recommendations • Excellent knowledge in customer experience discipline/profession • Able to work under high stress with short term targets and objectives • Able to handle, prioritize, multiple projects simultaneously • Business Acumen • Strong analytical skills and problem solving skills • Excellent planning skills

How to Apply:
Please note • Attach copies of all academic documents. • Soliciting of influence of any nature will lead to an automatic disqualification. • We regret that only short listed candidates will be contacted. Applicants who do not hear from us within 1 week from the closing date should consider their applications unsuccessful. Interested Candidates are invited to submit their applications and CV’s with a day phone contact, address and an email address to – The Talent Acquisition & Talent Management Manager. Closing date: 4thFebruary 2011.

   
Address :     PLOT 40, JINJA ROAD,P.O.BOX: 6771
Job Posted on :     31 Jan 2011
Apply Before Date :     04 Feb 2011

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