Lead – Provisioning, Audit & Compliances

The Lead Provisioning role is to ensure seamless provisioning for Mobility and broadband.

Key Responsibilities

• Act as the single point of contact (SPOC) for all mobile provisioning-related requests (voice, Wifi, SIM activations, migrations, upgrades, and SI transfers).
• Manage end-to-end provisioning workflows in line with SLAs and regulatory compliance.
• Coordinate with network teams, IT, Central CE and partners to ensure timely and error-free provisioning.
• Handle Inventory / SIM card life cycle management – allocations, activations, Non Rec deletions
• Analyze and resolve provisioning failures, escalate issues when necessary, and ensure minimal service downtime for customers.
• New product testing, IVR Testing, Journey Testing, Process Correction of new products and existing eCAF / Mitra / Thanks App Journeys.
• Maintain updated documentation of provisioning processes, SOPs, and exception handling.
• Support audit & compliance requirements related to subscriber activation and deactivation.
• Provide reporting on provisioning performance, failure analysis, and process improvement initiatives.
• Train and guide internal teams / D2C on provisioning processes and best practices.
• Owner for ensuring error free provisioning of customer orders in all systems for Broadband & Air Fiber
• Establish risk mitigation strategies to safeguard against potential challenges or disruptions
• Ensure compliance with regulations & legal requirements
• System reconciliation across CRM, Order Management, Billing, VTA, OSS, Network, GIS, Apps etc.
• Identify bottlenecks in existing systems and proactively address the gaps through solution based approach
• Proactively identify failures, work on solutioning & ensure operational & structural fix
• Close looping of issues by performing & managing business UATs
• Impact calculation post fix implementation by tracking Pre & Post deployment performance
• Tracking issues and work with Product team to fix them structurally
• Exception Identification, Closure within TAT & Eliminating Defects
• ARP & other plan reconciliations – tracking of issues, bug closures & enhancements
• Lead System Integrations & Migrations across systems & ensure seamless execution
• Lead Digital First journey by driving system & process enhancements
• Engage with cross functional team including Marketing, IT, Operations, Network, CE etc.
• Single point of contact to manage internal & external audits for Broadband journeys

Key Skills & Competencies