Circle Process & Capability Lead

Function: Process & Capability

Location: Noida

Reporting To: Circle HDO Head

Role Purpose To improve customer experience across Broadband, DTH and Surveillance (One Airtel) installations by strengthening processes, improving team capabilities, enhancing productivity and driving digitization.

Key Responsibilities
Capability Building
Plan and conduct product, process, system and soft skills training for employees and partners.
Improve team skills and quality of service delivery.
Develop training materials, SOPs and process guidelines.
Ensure training initiatives support business objectives.
Process Excellence
Ensure effective implementation of installation processes and SOPs.
Identify process gaps and drive improvements to enhance customer experience.
Monitor process performance through KPIs and regular reviews.
Coordinate with circle and central teams to improve service delivery.
Productivity Improvement




Identify opportunities to improve team productivity through training and process improvements.
Drive initiatives to improve workforce efficiency and quality of work.
Digitization
Identify prospects to simplify and digitize existing processes.
Work with circle and central product/process teams to implement digital solutions.

Key Skills & Competencies
Strong customer focus and process orientation.
Valuable communication and stakeholder management skills.
Robust problem-solving and analytical abilities.
Ability to drive process improvements and build team capabilities.
Strong collaboration and presentation skills.

Educational Qualification & Experience
MBA or B.E./B.Tech preferred.
3- 4 years of experience in capability building, preferably in a service organization.
Experience in process design and implementation will be an added advantage.

📌 Process Excellence Manager Noida
🏢 Airtel
📍 Noida