Financial and Sales Management

• Driving Customer acquisition and revenue growth through Airtel Shops
  including (5G & 4G Smartphones, HBB, New GA, AM cash out and cash in, and EVD sales)
• Keep records of the daily sales & reconciliation
• Generation & report to Retail Experience & Governance Manager on daily, weekly, and monthly shop sales.
• Advice management in sales & service improvement initiatives.
• Accountable on daily shops reconciliation/stock management.
• Understands and drives cost containment initiatives.
• Define performance standards across retail footprint.
• Work with the assigned shops team to monitor and drive retail KPIs.
• Drive shops teams to achieve the key deliverables through Airtel Shops and Airtel partner managed shops
• Understands and drives revenue growth initiatives.
• Driving Customer acquisition, satisfaction and revenue growth through Airtel Shops

Customer satisfaction on service

• Develop mechanisms and collate direct customer feedback on service and business.
• Ensure high level of customer engagement initiatives that drive satisfaction.
• Handle escalated customer complaints within SLA.
• Ensure customer satisfaction on complaints.
• Ensuring G.U.E.S.T [Greet, Understand, Explain, Seek Feedback, and Thank Customer] performance is adhered
• Ensure customer NPS is achieved as per the set standards

Employee Engagement

• Develop and motivate team members through structured on the job coaching.
• Conduct briefings with the team members (one on one discussion).
• Conducting daily morning meeting.
• Ensure each staff has KRA plan in place.
• Conducting quarterly assessment on KRA.
• Monthly review of each shop performance as per the PnL
• Design and implement an effective rewards scheme for showroom team.
• Develop and motivate team members through on job coaching.
• Prepare plans to action engagement feedback for team.
• Top talent career mapping/development

Retail Operations & Compliance

• Deliver and cascade strategy.
• Overall management of the store, look and feel.
• Drive KYC compliance.
• Ensure Governance & audit rating is satisfactory.
• Ensure all audit issues are closed timely.
• All monthly showroom Governance gaps raised to be closed timely.
• All showroom employees adhere to showroom processes.
• Ensure timely Petty cash retirement for the shops.
• Implementation & Control of retail operations.
• Drive retail operations framework as per shop operations procedure manual.
• Partner staff at retail shops management & ensure adherence of the
  processes

Training 

• Shops agents to attend timely on all mandatory assigned training

Educational Qualifications & Functional / Technical Skills

• Degree in Administration /Materials Management/Banking or Business Administration.
• IT Literacy

Relevant Experience (Type of experience and minimum number of years)

• 5 or more years’ experience in Retail environment.
• 2 or more years’ experience in banking
• Management skills

Other requirements (Behavioral etc.)

• Business awareness.
• Strong analytical skills and problem-solving skills.
• Excellent planning skills.
• High personal standards and goal oriented.
• Excellent interpersonal skills.
• Excellent and effective communication skills, both orally and in writing