Prod Ops - Prepaid Payments

Prod Ops - Prepaid Payments

Bharti Airtel
Not Specified
Not Specified

Job Description

  1. Own the customer complaints and share feedback
  1. Own and resolve the customer complaints escalated from various sources - working with engineering and TechOps team for the same.
  2. Work with CAD team to set up processes and SOPs for effective resolutions.
  3. Work with the experience testing team to organise smoke tests and sanity for releases if needed.
  4. Aggregate complaint trends and provide inputs to the product team for building new and better features.
  5. Work with product and growth teams to conduct regular customer feedback sessions.
  1. Managing external partners
  1. Maintaining smooth and cordial relationship with external vendors.
  2. Anchoring escalations to and from partners - setting up processes to avoid the same.
  3. Owning partner payouts and governance - working with teams such as SCM, legal, finance etc. for the same.
  1. Ensuring smooth product operations
  1. Monitoring business critical metrics - ensuring high levels of service to customers. Working with techops to ensure automation and visibility.
  2. Anchoring the RCAs and resolutions for service failures - building processes to avoid the same in future.
  3. Working with other operations teams such as accounting, CAD and MS to ensure smooth operations at their end.
  4. Auditing existing product journeys for ensuring high levels of experience.
  1. SLA adherence
    1. Monitor daily SR SLA adherence .
    2. Coordinate with respective stake holders on SR closure within SLAs
    3. Coordinate with Engineering Team in case of anny system issue for SR task closure, assignment issue etc.
  2. Data Management and Analysis
  1. Maintain various trackers (Complaints, Payments, Refunds, RCA, SLA adherence etc)
  2. Prepare various analysis on complaints and suggest proposed correction for fixing the issues

Job Details

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