Airtel Business

Program Description:

Aims to develop 30 + GMs and DGMs in Airtel Business along with themes of being a Customer-Centric Leader and driving Customer Innovation

Customer-Centric Leader:

1. Developing Customer Insights: Developing deep insights to Customer’s expectations from Airtel and jobs to be done

2. Customer Complaint Analysis: Understanding the power of customer complaints and leveraging complaints data to conduct deep analysis

3. Leveraging Analytics and Data: Leveraging analytics and data to identify customer’s changing needs

4. Customer-Centric Culture: Shaping a customer-centric culture at Airtel Business

5. Outside-In Thinking: Developing a strong outside-in thinking mindset and broadening your horizons

Driving Customer-Centric Innovation:

1. Reimagining Customer Experience: Innovation Mapping the current customer experience to understand customer’s pain points Applying next practice thinking to completely re-imagine the customer experience

2. Proactive Problems Solving, Driving Innovation, and effectively collaborating to create customer delight

Program Description:

Aims to create a buy-in amongst TSMs, ZSMs, CBHs in Emerging Business Category of Airtel Business, for change in the ways of working along with education and awareness of new function-specific task & responsibilities

Major themes being focused on:

• Serve to Sell’ attitude – building end-to-end ownership towards the customer – not Only for sales but also ensuring customer delight through superior & sustained Service

• ‘Leading change’ – ability to understand, embrace and lead with change and Capitalize new work ways for effective outcomes

• People Manager Capability – As the evolved role will entail ‘team handling’ as a Critical skill, the TSMs would need to be trained on First Time Manager tenets – How to delegate, drive results, build motivated teams and also manage millennial teams