Move to integrate Customer Service & IT to bring forth greater responsiveness across all businesses
Reinforces Company’s commitment to grow internal talent
New Delhi, April 15, 2008: In continuation of its focus to grow and develop internal leadership talent, Bharti Airtel today announced its appointment of Dr. Jai Menon as Director, Customer Service & IT, with immediate effect. Earlier, Dr Menon handled the portfolio of IT & Innovation.
In his expanded role at Airtel, Dr. Menon will provide a strong emphasis on bringing in the integrated value of innovative methods to provide “leadership through customer service and responsiveness”. He will continue to be a member of the Airtel Management Board.
Dr. Menon takes over from former Customer Service Director, Carol Borghesi, who has decided to relocate back to the UK. In her year and a half with Airtel, Carol has overseen tremendous growth, transformational change and enhanced performance in Customer Service. Fault Management, Billing & Collection performance, churn and productivity have improved significantly across all 3 SBUs. Carol led initiatives such as the establishment of One Airtel Partner Management, Enterprise Centralized Fault Management and B2C Service Management for Mobility and Telemedia, very successfully.
Speaking on the move, Manoj Kohli, President & CEO, Bharti Airtel, said " In order to realize our 2010 vision, we are taking additional steps to establish Customer Service as a strategic differentiator for the Airtel brand. Carol leaves the Customer Service organization in a strong position to move to the next generation. Jai will focus on injecting “responsiveness” into our service culture through two long term strategic building blocks. First, building comprehensive modules for providing product and segment centric service capabilities for all Airtel offerings and second, focus on building an integrated leadership and organization within the Customer Service team.”
In the near term, Dr. Menon is expected to focus on Customer Service transformation projects. He will also build linkages between Marketing/Sales and Service functions so that our customers get seamless, efficient and meaningful 360 experiences from Airtel.
Earlier, as Director IT & Innovation, Dr. Menon has developed and implemented technology and business constructs specifically designed for IT needs of a rapid growth telecom sector. He had architected the macro-outsourcing S1 utility computing models for Bharti Airtel's IT & Content Services.
About Bharti Airtel Limited:
Bharti Airtel Limited, a group company of Bharti Enterprises, is India’s leading integrated telecom services provider with an aggregate of 64.26 million customers as of end of March 2008, consisting of 61.98 million mobile customers. Bharti Airtel has been rated among the best performing companies in the world in the BusinessWeek IT 100 list 2007.
Bharti Airtel is structured into three strategic business units - Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 94 cities and is foraying into the IPTV and DTH segments. The Enterprise services provide end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel’s high-speed optic fibre network currently spans over 73,787 Kms covering all the major cities in the country. The company has two international landing stations in Chennai that connects two submarine cable systems - i2i to Singapore and SEA-ME-WE-4 to Europe. For more information, visit www.bhartiairtel.in