Job Description
• To Manage And Ensure Quality Of The Customer Experience.
• Manage Closed Loop Feedback Systems And Ensure A Constant Increase In The NPS Score.
• Support The Shareholder Return Strategy By Developing And Implementing CR Processes That Are Aligned To Achieving All Elements On The Business Score Card. (I.E. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA Margins, Assure Revenue, CAPEX Returns Management And Net Subscriber Additions).
• Participate In The Review Of Business Processes (Headcount, Process Optimisation Etc), To Drive Efficiency Gains To Ensure At Least 5% Reduction In Divisional Budget Year-On-Year.
• Participate In Contract Negotiations To Reduce Cost And Drive MTNN Value Creation Philosophy.
• Serve MTNN’s 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 MTN Group And MTNN Transformation Initiatives Focusing On Customer Centricity, Including Perfect 10 Project.
• Improve MTNN’s Net Promoters Score
• Network And Build Solid Relationships With Internal Units And Relevant Third Parties (E.G. Strategic Investors, Technical And Finance Partners, Business Consultants Etc.) And Develop A Close Working Relationship With Relevant Information Sources To Provide An Integrated Service.
• Partner With MTNN’s Ecosystem Partners To Deliver Business Value.
• Collaborate With Other Business Units In The Development Of Business Models For Use In MTNN And Develop Measurement Strategies To Support Ongoing Strategy Development And Project Optimization.
• Design, Execute And Maintain A Quality Assurance Strategy Across All Areas Of CR, Including The Necessary Definition, Development And Deployment Of Quality Assurance Strategies That Align With Overall MTNN Business
• Managing Within An Outsourced Environment
• Track And Report On Closed Loop Feedback Roll Out And NPS (Net Promoter Score) To Senior Management.
• Focus On Total Quality Management From A Customer Experience Perspective
• Liaise With Technical Teams For The Deployment Of System Based Customer Centric PPP’s
• Focus On Touch Point & Process Audits
• Create And Implement Audit Criteria And Procedures.
• Apply Total Quality Management Tools And Approaches (ISO) To Analytical And Reporting Processes Within CR
• Ensuring Compliance With Best Practices (ISO Standards)
• Collating And Analyzing Performance Data Against Defined Parameters;
• Identify Deviance From Standards, And Suggest Modifications To Ensure Compliance
• Ensuring Tests And Procedures Are Properly Understood, Carried Out And Evaluated And That Product Modifications Are Investigated If Necessary;
• Producing Reports On Value Proposition Metrics Such As Billing, Tariffs, Product Functionality Tests, As Well As Performance Of All VAS Offerings From The Customer Experience Perspective.
• Ensuring Proper Monitoring Of Performance (Online, Walk-In, Projects, Systems & Processes Units) Through Data Gathering And Producing Statistical Reports
• Ensure Continuous Optimization Of Existing Platforms For Branded Service Delivery
• Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital Landscape.
• Review The Performance Of Individual Team Members And Complete Appraisals In Accordance With The Employee Performance Appraisal Procedures And Time Schedules
• Ensuring Training & Information Sharing To The Frontline Staff
Job Condition
Normal MTNN Working Conditions
Experience & Training
Education:
• First Degree In Any Relevant Discipline / Masters Advantageous
• Fluent In English And Language Of Country Preferable
• Post Graduate Degree In A Relevant Field Is Desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)
Experience:
At Least 10 Years Work Experience.
O Manager Track Record Of 3 Years Or More In Quality Systems And Processes; With At Least 3 Years In Relevant Sector/ Industry
O Worked Across Diverse Cultures And Geographies Advantageous
Training:
• ISO 9001
• CMMI
• IT Governance
• Testing Tools For Various Products
• Six SIGMA
• PMP/Prince 2
• Management/Leadership
Minimum Qualification BA, BEd Or BSc
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