Airtel - DGM - Network Quality Head - Network - NSG

Job Title : Network Quality Head

Job Level : DGM

Function : Network - NSG

Reporting to : Circle CTO

About Airtel :

Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With our family extending to a size as big as 250 million and still adding, we at airtel embrace differences and take pride in who we are. We are young. We are confident. We believe in doing things differently. That's what makes us the No. 1 telecom provider in India and 4th largest in the world.

Our brand promise of enriching lives extends to the underprivileged children and young people of our country where, through Bharti Foundation - philanthropic arm of Bharti Enterprises, we help them realize their potential.

Purpose of the Job :

The quality department at airtel is responsible for ensuring that our customers get a +1 experience always. The team defines best in class KPI standards and collaborates with various cross functional teams to implement the overall service strategy to enhance end to end customer experience. They are responsible for extracting maximum service experience through optimization, feature implementation, systematic benchmarking and customer interaction by managing strategic partners, internal teams and other cross functional teams. It acts as an eye of the health of network services and the customer experience, bridging the gaps to ensure that every customer has a wow experience @ airtel.

Deliverables :

- With your strategic direction, you align the team to keep business well updated on the network health, strength, weakness, potential opportunities and also to align the KPIs and network improvement activities with business expectation.

- With sound people management skills, you collaborate with various strategic partners to achieve the set KPIs by ensuring the timely, error free reports, proper analysis, RCA and action implementation. Further, you ensure timely and error free closure of various signoffs by working with internal teams and partners for all technology and services. You create awareness among internal teams and trigger proper contractual classes like debit note, exclusion criteria etc, with all partners and technology.

- You work in close coordination with the business to address customer network complaints and recommend resolutions. You align the network activities as per the high value customer focus and drive the agenda with partners and internal stake holders.

- With a customer oriented approach, you always keep the network KPIs in control, benchmark best practices and incorporate the best possible to deliver best in class experience to customers.

- You work with a six sigma rigor and hence perform regular audits across all network services to ensure compliance and drive teams for implementing preventive measures and adopting corrective actions whenever required. You also ensure regulatory compliances and certifications as applied by TERM (Telecom Enforcement Regulatory Monitoring) and TRAI (Telecom Regulatory Authority of India).

- With special focus on the data KPIs and customer experience, you drive various internal network teams & business teams for implementing winning solutions and features.

Key challenges will be around :

- Sustaining leadership in a hyper-competitive market with multi technology in terms of 2G, 3G and broadband with a complexity of multiple Managed Service partners (Ericsson, Huawei, and ALU).

- Managing stakeholders (internal and external). All have to be interlocked for mutual deliveries and a high network performance.

- Regulatory challenges in terms of EMR (Electro Magnetic Radiation) and TERM (Telecom Enforcement Regulatory Monitoring)

Decision level :

a. Prime:

1. Sign off on all Services, exclusions and approvals.

2. Dedicated solution management

b. Shared:

1. Setting priorities for capacity expansion (voice and data) and Sites

Demonstrate (Key competencies) :

a. Functional:

- Strong knowledge of RF, Core and Packet core

- Partner management skills under Managed Services environment

- Strong analytical skills

b. Behavioral:

- Build collaborative relationships

- Ability to lead & manage change

- Creativity & innovation

c. Educational Level :

- A recognized bachelor degree in engineering and Post-graduation

d. Working Experience :

- 14+ years of relevant experience with majority being in the telecom industry

Dimensions :

a. Impact of position on :

1. Revenue: Rs. 42000 mn (approx.)

2. Budget: Network Capex : 5000 mn (approx.) Network Opex : 7800 mn (approx.)

3. Customer base: 17 mn (mobility), 3.5 lakhs (broadband)

b. No. of Subordinates :

i. Direct - 6

ii. Indirect - Nil