Airtel Africa – Customer Experience Lead – Process Design, Audit & Compliance.

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Why Airtel Africa?

At Airtel, we don’t just make things – we make things possible. Airtel Africa is on a mission to change the world by connecting people with ideas. We are building next generation systems to improve the quality of life for millions of users spanned across 14+ countries.

  • Unparalleled responsibility and career opportunity to make a highly visible global impact
  • You will be part of a team of like-minded technologists with a culture that promot collaboration, “can do” mindsets and teamwork
  • Opportunity to work on unprecedented projects which are going to change the world
  • Start-up culture with resources and scale of an enterprise
  • Chance to build systems which are going to be used across multiple countries using cutting edge technologies.

 What will you do?

  • Executing compliance audits in partnership with external audit partners (e.g. E&Y) to identify and correct gaps related to processes, operational designs and people efficiency in all facets of customer experience.
  • Mitigate revenue stream leakage and other fraud risks through Periodic review of key financial controls and identify areas specifically vulnerable to fraud, identifying root causes breeding fraud risk incidents and engage management on action planning and implementation
  • Setting up and monitoring of internal controls in support of cost and fraud management
  • Conduct periodic reviews to identify financial and business risks and assess compliance with governmental governing regulations.
  • Identifying, developing and Improving the business processes and policies through;
  1. Creating and documenting the contact processes for each contact type and media
  2. Developing relevant policies and procedures (as required)
  3. Implementation of continuous process improvement model
  4. Aligning to company and department service objectives
  • Ensuring all the processes are designed simple and seamless for Customers, while being competitive.
  • Driving automation of processes where possible to increase efficiency
  • Establishing process performance objectives and creating KPIs to measure operational and compliance success

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Airtel Africa

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