Customer Experience Lead

Why Airtel Malawi plc?

At Airtel Malawi, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.

We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Malawi.

Airtel Malawi is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

JOB PURPOSE

To enhance customer experience by supporting onboarding and usage through effective churn management, provisioning, HLR reconciliation, and search warrant processing.

KEY ACCOUNTABILITIES

1. Churn Management 

• Owning and operationalizing the churn management process which includes the following key activities:
• Generating >180days inactive numbers based on DV dump and HLR dump
• Verifying churn base with Airtel money.
• Verifying VLR attached by using SMS broadcast.
• Mapping the final churn dump with subscriber dump.
• Ensuring churn is effected across all relevant systems
• Handing incident management activities relating to churn

2. Provisioning 

• Delivering sim provisioning in time to ensure sim card availability in the warehouse.
• Cleaning up the provisioning base in SV, Airtel Money, and KYC to ensure success rate.
• Conducting provisioning success tests to ensure sim cards are shipped when correctly provisioned.
• Driving resolution of provisioning errors to improve success rate

3. HLR Reconciliation

• Performing end-to-end analysis for HLR reconciliation exceptions e.g. postpaid MSISDN / IMSI / service status in HLR vs billing
• Driving corrections of raised exceptions to ensure accuracy in records

4. Search Warrant Processing

• Managing the search warrants process from receiving requests to processing to delivery of feedback to requestors.
• Managing incidents impacting search warrant processing i.e. Police Portal system.
• Leading the search warrant processing team to ensure process standards are always adhered to.
• Ensuring timely review and approval of search warrant requests raised in Police Portal system.
• Complying with Legal and Regulatory standards on search warrant request handling.
• Being a primary contact for alignment between the CX and Legal and Regulatory department in management of search warrant requests.
• Archiving search warrant records for future reference.
• Resolution of complaints involving search warrants.

5. Reporting

• Producing timely and insightful reports on churn management, provisioning, HLR reconciliation, and search warrant processing to allow timely and effective decision making.

6. Employee Engagement

• Developing and enhancing the capabilities of the team in this section.
• Coaching and mentoring the team in this section.
• Maintain a highly motivated team

Educational Qualifications & Functional / Technical Skills

• University Degree in Business / equivalent qualification in sales or marketing/business administration.
• 3+ years of experience working within the telecommunications industry or other fast-paced, customer-focused industries is preferred.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
• Proven ability to operationalize and improve customer processes.
• Proficiency in performing analysis using Microsoft Excel, Microsoft Access, and other analytical tools.
• 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
• IT literacy
• 3+ years in customer experience roles.
• High level knowledge; applies technical expertise and has full knowledge of other related disciplines.
• Exhibits good level of creativity and resourcefulness. Is able to guide and transfer knowledge to his/her team
• Coaching
• Planning
• Analytical
• Presentation skills
• Experience on managing a team for more than 3 years

Other Requirements

• Basic knowledge in use of technical principles, theories and concept
• Able to operate with minimum supervision.
• Self-motivated, enthusiastic, energetic
• Attention to detail
• Confident, assertive
• Approachable customer focused
• People skills/motivation skills
• Good communication skills
• Leadership skills
• Team player
• Approachable customer focus
• High personal standard and goal oriented