Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel
Etisalat Nigeria is recruiting to fill the below position of:
Job Title: Manager Service Delivery
Location: Lagos, NG
Job Summary
Develop, implement and continuously improve processes and procedures to support delivery of Business Segment products, services and solutions to the customer
Principal Functions
Service Activation Process Management
- Build, implement and maintain required guidance framework for Corporate Service Provisioning and Customer Fulfilment Pre-requisites
- Benchmark processes and enforce compliance related to Corporate Customer Service Activation and Support
- Liaise within the Business Segment team and across other teams - including Billing, Customer Care, Post-paid Operations, Legal and Regulatory - on all aspects of Corporate Customer Service Delivery
Contracts & SLA Management
- Develop and administer all required contracts, service level agreements (SLAs), terms and conditions (T&Cs) and any other service documentation required for Customer Fulfilment
- Develop and manage Corporate Escalation Framework and SLA regime
- Maintain and ensure compliance of all internal SLAs related to Customer Service Delivery
- Report on service performance, issue management and resolution, and all other service cycle management deliverables
- Assist in monitoring, evaluating and reporting on the performance and quality of services and solutions implemented for Etisalat's corporate customers according to agreed and approved specifications
- Provide performance and availability reporting on all customer solutions (fixed or mobile) in order to ensure Etisalat Nigeria remains within set customer SLA thresholds
Payment & Debt Management
- Monitor payment trends and report on customer debt position to relevant stakeholders within and outside of the Business Segment team
- Liaise with key external stakeholders in Finance - Post-paid Operations, Credit Control, Billing and other workstreams - related to customer collections, payment and debt recovery
Educational Requirements
- First degree or equivalent in a relevant discipline
- A Master's degree, e.g MBA, will provide an advantage
Experience, Skills & Competencies
- Between six (6) and eight (8) years' directly relevant post-NYSC experience, with most recent three (3) years in a supervisory role
- Ideal candidate must be able to demonstrate high levels of competence in the following areas:
- Relationship Management
- Systems and Processes
- IT Service Management
- Billing and Payment Systems
- Customer Service
Application Closing Date
21st October, 2013
Method of Application
Interested and qualified candidates should:
Click here to apply online
Note: When the page comes up click on
New Jobs (Last 7 days), then click on
Manager Service Delivery.