Customer Service Application SME at Airtel

Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high speed broadband through DSL,IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G mobile services. Bharti Airtel had over 264 million customers across its operations at the end of July 2012.

Job Description:

The Customer Service Application SME will be responsible for maintaining and supporting all Customer Service Application applications, tools and utilities to support Airtel Nigeria IT Services.

This is an expert role with the responsibility for maintaining close collaboration with HQ-IT Customer Service Application led to ensure Airtel Nigeria is delivering business results expected on Customer Service Application domain.

Responsibilities:

The Customer Service Application SME is responsible for:

• Delivering activities in line with Customer Service Application domain strategy and initiatives to support IT enablement to drive sales in Airtel Nigeria.
• Leading delivery of projects of applicable domain in Airtel Nigeria that attribute to the success of Airtel Nigeria business by collaborating with cross functional teams.
• Promoting continuous improvement of processes and delivery of results within assigned domain. Ensuring business value creation through simplifying application design, simplifying customer experience and efficient deliveries.
• Optimizing change requirement delivery for faster time to market and ensuring first time right efficiency.

Managing Timely Rollout of Projects:

• Ensuring appropriate Governance mechanisms for successful implementation of projects.
• Delivering On-schedule, on-budget of IT solutions to facilitate commercial products delivery.

Required Skills:

• Structured approach to work, with the ability to plan, and organize larger activities.
• Clear in communication, both written and verbal.
• Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
• Knowledge of business process re-engineering principles and processes.

Experience & Educational Qualification:

• MSc/bachelor's degree in computer science, systems analysis or a related study.
• Five to Seven (5-7) years of work experience on Customer Service domain’s Application design and delivery.
• Experience working in multi-vendor managed service IT operating model.
• Demonstrated experience in delivering project on relevant domain.
• Experiencing in redesigning and simplifying the products, services and processes.

Method of Application