Jai Menon is new director IT, CS at Bharti

NEW DELHI, INDIA:  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 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.