Lead Commercial Projects Executive at Airtel

Job Description

• The job holder will be responsible for the overall IT Operations for Business Support Systems e.g. ERP, HR Systems, Revenue Assurance & Fraud Mgt., CRM, Billing, BI, Distribution, KYC etc.
• She/He will also manage and provide operational direction, systems stability, ensure systems performance and world class quality support to users for maximum productivity, efficiency and revenue growth. While providing service and vendors/partners management by proper IT governance process, SLA management and ensure proper security and compliance with the Bharti Security policy and IT processes.

Duties and Responsibilities
CRM Solution/Electronic Recharge Solutions:

• Liaise with other business units in the signoff of requirements for Adhoc reports and manage the process to sign-off on delivery
• Ensure high availability of all systems involved in report generation and ensure that contingencies are in place in an even of failure of primary systems
• Ensure that data integrity checks are done on all reports before sharing with business
• Manage the on-boarding process of new reports on CX systems to ensure that accurate requirement are captured, accurate reports developed, validated and signoff by the business before publishing on the portal
• Ensure regulatory compliance in the retention and retrieval of critical data in accordance with the Law
• Ensure that circulation of SMS reports is timely, accurate and only to approved recipients.

SnD/ERP & Document Management Solutions:

• Liaise with Networks and Mediations operations teams to ensure consistent flow, loading, and processing of CDRs for accurate and timely business reporting
• Ensure adherence to SLA on delivery of Month-end reports
• Provide Revenue assurance on IT systems in close liaison with the Finance/RAFM team and ensure speedy closure of identified gaps to minimize revenue loss
• Coordinate IT support in resolution of billing related queries in collaboration with the business to ensure Airtel adheres to Regulatory QoS guidelines
• Ensure correct and accurate provisioning is happening on system.

Business Systems Management:

• Formulate and enforce effective Standard Operational Procedures and practices that will ensure Maximum Operational Availability of all critical Business systems and applications
• Ensure that the key systems l set up and are operating in accordance with the approved business rules to achieve efficiency and reliability
• Discuss current and future business requirements with the business teams, and work with RPM and partners and vendors to ensure that solutions and systems provided meet business needs. This includes a review of FRS and CBR prior to project commencement.
• Responsible for Management all Business support systems for availability, performance, and security with full compliance with Bharti Airtel Information security Policy and IT processes.

Business liaison:

• Maintain a sound relationship with all business functions in order to ensure satisfaction in the use of IT systems and manage expectations
• Ensure that satisfaction scorecards are administered with all functions to gauge service levels

Partner Management:

• Strict management of technology partners to ensure that all services are delivered in line with the agreed SLAs
• Ensure compliance with all partner processes
• Implement processes to ensure that all critical KPIs are monitored and kept within agreed levels
• Ensure that partners comply with BISP on all security and continuity issues
• Ensuring that all system changes are managed in line with agreed change process to avoid outages caused by poor planning and execution
• Work with It security team to ensure that security and business continuity measures are available and tested on all Business support systems to safeguard confidentiality, integrity, and availability of service
• Work with governance team in all operational governance related matters.

Tactical Projects CBRs, SOWs and UAT Management:

• Support RPM team to ensure that all CBRs, SOW for Tactical projects on Business Support Systems are thoroughly reviewed and subsequent UATs are conducted in agreed time

Educational Qualification

• University degree in Computer Science and other related disciplines
• Professional Qualification in ITIL and SIX Sigma with focus on IT
• Professional qualification in Project Management Techniques
• 5-7 years with a minimum of 3 years in management role preferably within the Telecoms industry
• Experience in databases, analytics, Operating systems and system integration
• Experience in managing diverse and complex platforms and environments

Key Decisions:

• Responding to market dynamics and recommending measures to increase sales from existing & new accounts
• Constantly tracking and reviewing channel partners activities and pre-empting counter solution for market expansion

Other requirements (Behavioural etc.):

• Demonstrated success in managing multiple services simultaneously
• Demonstrated success in managing overlapping & complex projects involving multiple vendors
• Proven ability to influence cross-functional teams without formal authority