Cluster Head HDO

Role & responsibilities

Purpose of the Job :

The role of Circle HDO Head is to ensure best in class customer experience in the circle and drive the Serve to Sell agenda by

1. Service delivery (Installation) & Service assurance (Fault Repair) for BB, DTH and Surveillance (One Airtel).

2. Effectively planning and implementing the training agenda, developing the capabilities of the team and, Managing the partner ecosystem to deliver the one airtel service agenda par excellence.

3. 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.

The role assumes Planning, monitoring & program level executive sponsorship responsibility and is empowered to establish and implement standards and practices to deliver best in class customer experience

Deliverables

Customer Service Delivery

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

- Service Delivery- Installation and,

- Service Assurance- fault Repair for BB, DTH and Surveillance (One Airtel),

2. improving the CFI score & KPIs for circle

3. Migrate customers to better technology & speeds

4. Anticipate risks & take proactive action to ensure customer satisfaction

5. Alignment of the team towards Airtel Business strategy, Customer satisfaction and Service Deliveries

6. Ensure SLA adherence and honoring commitments to customer

7. Driving - KPIs/SLA achievement as per Customer Contract

8. Handling Customer escalation with Quality & Priority

9. Ensure 24x7 availability of services to end customer

10. Establish Proactive approach to improve the key Network parameters.

11. Partner Management ( FR/Installation) with all Performance / Material / Payment

12. Drive S2S (New sales, rental upgrade, technology migration, Other LoB products etc) through service teams

13. Anticipate risks on services & take proactive action to ensure customer satisfaction

People Management and Capability building

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

15. Effectively manage the partner ecosystem for One Airtel

16. Improvement in quality of workmanship in the circle/Cluster

Operational Excellence- Process Compliance

17. Plan for circle Operating Plan.

18. Ensure Process & SoP adherence

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

Operational Excellence -CAPEX/ OPEX Optimization

20. Manager Capex and Opex efficiencies at circle level

21. Optimum utilization of the resources and network assets

22. Review and Monitoring of the CAPEX and OPEX.

23. Monitor and enhance service productivity measures

Demonstrate (Key competencies)

Customer Obsession - Is sensitive and dedicated towards needs & expectations of customers, and is consistently willing to go above and beyond for the customer. Clearly advocates and finds ways & means to continuously up the experience of customers

Business Acumen - able to plan through strategic thinking, carries an understanding of all areas of a business' operations and how they are interconnected, recognizes the financial elements of the business; and makes decisions to move the business with appropriate strategy. Ability to read, analyze and interpret common scientific and technical journals, financial reports, legal documents or government regulations

Execution excellence - translates initiatives into actions, creates accountability, ensures skills and readiness, defines and adheres to Processes, Strive for excellence. Sets aspirational targets and milestones for self & team in alignment in organization objectives, Perseveres to deliver results irrespective of challenges & constraints.

Leading & energizing teams - Ability to effectively lead a large & diverse operations of newly formed organization in a highly evolving, multi technology & varying customer needs environment

Influencing- Is an influencer, manages the stakeholders by creating a lasting relationship based on a consistent delivery of a win-win proposition

Educational Level

Qualification-

MBA and/or B.E/B.Tech with 10-12 years of experience in Homes Service Delivery Organization/ Service org of Consumer durable cos.

Experience of handling large Field operations org

Effective communication/interpersonal skills to manage team and customer

Working Experience

Must have: 10-12 Years work experience.