Airtel Tanzania is seeking a Provisioning Manager to lead postpaid and prepaid provisioning, process improvement, project management, compliance, quality assurance, customer complaint resolution, and enterprise billing operations in Dar es Salaam.
Responsibilities
- Manage postpaid adjustments and initiate the Prepaid Number Management System
- Collaborate with IT to develop systems supporting postpaid business and subscriber management
- Align postpaid provisioning activities to improve customer satisfaction
- Develop customer-friendly activation strategies through technology
- Review operational KPIs of partners and trade excellence
- Benchmark internal processes against industry best practices
- Identify process improvement opportunities and recommend solutions
- Set up control points and triggers for internal control and compliance
- Track adherence to processes and business guidelines
- Plan and manage postpaid and prepaid provisioning projects
- Coordinate with project leaders across various functions
- Share daily management information reports on system failures and mismatches
- Plan and implement a complaint management system to reduce provisioning complaints
- Analyze customer complaints, design improvement action plans, and collaborate with process owners
- Ensure resolution of customer requests within defined service level agreements
- Work with cross-functional teams to streamline processes, enhance customer experience, reduce activation times, and ensure error-free provisioning
- Oversee end-to-end billing processes for enterprise customers
- Monitor billing cycles and ensure invoices are issued within agreed timelines
- Investigate and resolve billing discrepancies, disputes, and customer queries
- Perform billing reconciliations to identify revenue leakage, missed charges, and overbilling risks
- Manage credit notes, billing adjustments, and account corrections
Requirements
- Leadership and senior cross-functional team management
- Innovation and results orientation
- Interpersonal and communication skills
- Organizational and time management skills
- Process management and improvement
- Project management
- Internal control and compliance
- Quality assurance and complaint management
- Telecommunications or BPO operations knowledge
- Billing operations and reconciliation
- Customer experience and provisioning management
