Manager Customer Services (Quality Assurance & Service Management) at MTN Nigeria

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the position below:

Job Title: Manager Customer Services (Quality Assurance & Service Management)

Location: Lagos
Division: Enterprise Business Unit

Core Purpose of the Job

• Assures consistent quality of Customer service management by developing and enforcing good policies, processes, procedures and systems; validating processes; providing documentation and managing implemented control.

Job Summary

• Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
• Participate in the review of Business Processes to drive efficiency gains.
• Track and report on management and utilization of combined budget, resources and delivery schedules per project and per milestone.
• Meets quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Drive planned strategy for the successful delivery of transformation initiatives focusing on Customer centricity.
• Drive an increase in MTNN’s Net Promoter Score.
• Promote a sustainable organizational culture that enhances employee productivity and oversee the management of the year on year performance of all dimensions of the Group Culture Audit.
• Network and build solid relationships with internal units and relevant third parties) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
• Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
• Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
• Maintains and improves product quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
• Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Promote a sustainable organizational culture that enhances employee productivity and oversee the management of the year on year performance of all dimensions of the Group Culture Audit.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Education

• First Degree or equivalent in Social or Management Science course.
• Professional Certification or MBA/MSc (added advantage).

Experience:

• Minimum 6 years’ experience which includes:
  • Minimum of 2-3 years’ experience in an handling Service Level agreements & Operational Level agreements for mobile and ICT telecoms; with experience in supervising/managing others
  • Experience working in a medium to large organization
  • 2-3 years’ experience in technical sales (Pre sales telecoms engineering) within an enterprise business environment.
  • 2- 3 years’ experience in handling and implementing customer loop feedback.
  • 2-3 years’ experience in handling quality management and process compliance within technical environment.
  • 3 years’ experience in managing technical projects delivery and remote/physical support ICT services.

Job Conditions

• Normal MTNN working conditions
• Open plan office

Application Closing Date
20th June, 2017.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: Multiple applications are not allowed.