Territory Manager

1. Job Details

Job Title

1. Position Description

The purpose of the role is to provide installation and fault repair activation to meet the service level agreements. The role will also be responsible to drive pitch of products to the customers.

1. Organizational Relationship

Reporting To

1. Key Responsibilities & Accountabilities

1. Strategy Implementation

• Maintain service level agreements while resolving customers service request.
• Identify opportunities for network rehabilitation within the assigned territory.
• Ensure compliance to quality and process standards defined for Airtel.
• Ensure safety standards and protocols are followed within the assigned territory.

1. Installation and Fault Repair

• Ensure resolution of service request as per defined timeline and service level agreement.
• Identify and analyse fault cases to minimise repeat or re-open cases.
• Responsible for Installation & Shifting performance across the job area and to drive defined KPI, whlie ensuring quality of installation & cost for installs
• Drive reduction in overall open service requests and repeat and reopen orders to meet KPI targets. Drive Serve to Sell through engineers.
• Manage escalation from internal/external customers related to the product.
• Coordinate with local cable operators (LCOs) to provide timely support to the customers.
• Coordinate with cross-functional teams to ensure faster installation and resolution.
• Understand the Airtel work app leveraged by the engineers and wiremen.
• Understand and resolve the challenges and issues faced by local cable operators (LCOs).

1. Reporting

• Leverage the Airtel work platform to monitor the performance of the associates in the service.
• Prepare documentation and report to showcase the productivity.
• Conduct audit of the productivity within the target date.

1. Process Optimization

• Identify ways to fasten the customer installation and fault repair process.
• Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
• Carry out audit within target date and generate report

1. People Management

• Work closely with the team for seamless execution of the tasks.
• Coordination with cross functional teams CSD/NOC/O&M to provide faster resolutions

1. Knowledge, Certifications and Experience

Education Qualification

• Full-time Graduate/ Postgraduate (Preferably B.Tech)

Total Experience

• 3+ Years of experince

Certifications required (if any)

1. Key Interactions

Internal / External Stakeholders

1. Skills and Competencies

Technical Competencies

• Product Knowledge
• Geographical Knowledge
• Analytical Skills

Leadership and Behavioural Competencies

• Customer Obsession
• Collaboration and Influence
• Ownership Mindset
• Learning Agility
• Navigating Change
• Leaders Building Leaders
• Execution Excellence

1. Our Employee Value Proposition

Our Employee Value Proposition is made up of 3 pillars which is a succinct articulation of who we really are. Heres what you will get to experience if youre an Airtel employee:

• Limitless Impact:

You get to make a difference to internal and external customers by taking small and big ideas to success and therefore leaving footprints at the scale of billions. And beyond.

• Limitless Ownership:

You get to go above and beyond to take responsibility, challenge the norms and take risks to create big things in more ways than one.

• Limitless Careers:

You have the freedom to imagine, and an open canvas available to you to experiment and implement new ideas to gain depth and breadth of experiences.