Provisioning Manager

Job Opportunity: Provisioning Manager – Airtel Tanzania

About Airtel Africa

Key Responsibilities

1. Process Management

• Manage postpaid adjustments.
• Initiate the Prepaid Number Management System (NMS).
• Collaborate with IT to develop systems supporting a comprehensive postpaid business model and subscriber management.
• Align all postpaid provisioning activities to improve customer satisfaction.
• Innovate new customer-friendly activation strategies through technology.
• Review operational KPIs of partners and trade excellence.

2. Process Improvement

• Benchmark internal processes against industry best practices.
• Identify opportunities for process improvement and suggest solutions to achieve desired business results.
• Set up control points and triggers for internal control and compliance.
• Track adherence to processes and business guidelines.

3. Project Management

• Plan and manage projects within the vertical for postpaid and prepaid provisioning.
• Coordinate with project leaders across various functions.

4. Process Compliance & Quality Assurance

• Set up control points and triggers for internal control and compliance.
• Share daily Management Information (MI) reports on system failures and mismatches.
• Plan and implement a robust complaint management system at the circle level to reduce postpaid and prepaid provisioning complaints.
• Analyze customer complaints by process, design action plans for improvement, and collaborate with process owners to implement changes.
• Ensure 100% resolution of customer requests within defined SLAs (Service Level Agreements).
• Work with cross-functional teams to streamline processes, enhance customer experience, reduce activation times, and ensure error-free provisioning.

5. Billing Operations

• Oversee end-to-end billing processes for the enterprise customer portfolio to ensure accurate and timely invoice generation.
• Monitor billing cycles and ensure invoices are issued within agreed timelines.
• Investigate and resolve billing discrepancies, disputes, and customer queries promptly.
• Perform regular billing reconciliations to identify revenue leakages, missed charges, or overbilling risks.
• Manage credit notes, billing adjustments, and account corrections in accordance with company policies.

Candidate Requirements & Qualifications

• Education: Graduate or Post-Graduate degree. An Operations background with an MBA is highly preferred.
• Experience: Minimum of 7 years of relevant working experience, including at least 4 years in the telecom or BPO sector.

Key Competencies & Behavioral Skills

• Strong leadership capabilities with proven experience leading senior cross-functional teams.
• High capability for innovation and result orientation.
• Excellent interpersonal and communication skills.
• Exceptional organizational and time management abilities.
• Deep sensitivity to all Balance Scorecard attributes.

How to Apply