Manager, Service Operating Centre Assurance AT MTN NIG

Job Description
• Build A Relationship Between Network Health, Business Objectives And Customer Experience And Service Quality (Translating NPM KPIs Into Customer Experience) • Proactive And Reactive Customer Care For HVCs, Service Quality Management For Entire Customers
• Drive And Execute Policies, Processes And Procedures Aimed At Improving Quality Of Experience For High Value Customer (HVC) And Priority Locations. • Champion A Service Culture Within The Operations Team And Maintains Service And Operations-Level Agreements With Other Departments. • Monitor, Track, Analyze And Report QoE And CEX Related Indicators ( KQI, CEI) • Provide Service Level Demarcation/Recommendation On Ways To Eliminate Or Reduce Network Problems • Engage With Managed Service Vendors To Deliver Improved Customer Experience • Liaise With Customer Experience On The Network Related Components Of The Net Promoter Score (NPS) • Engage With Customer Relations (CR), Ensuring That Network Related Customer Feedback Is Resolved And Closed • Relating With Business Intelligence Providing Network Insight To BI And Interleaving Network Capacity And Performance To Financials And Business Objectives • Relating With The Radio Planning And Optimization Team, Ensure That All Radio Related Issues Are Resolved And Timely • Follow Up With Network Complaints To Ensure Faster Resolution Of Service Quality Issue And Customer Complaint Calls. • Analyze And Report On Network Exceptions Highlighting Specific Areas Impacting On Customer Experience To Provide A Lead To Resolution Teams For Targeted QoS Improvements • Proactively And Reactively Measure And Report End-User Perceived Service Quality And Provide A Basis To Drive Improved Experience • Monitor Experience Of VVIP / HVC Customers And/Or Serving Network Elements , Working With Relevant Team To Guarantee Steady/Stable Satisfactory Experience • 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 MTN Group And MTNN Transformation Initiatives Focusing On Customer Centricity, Including Perfect 10 Project. • Drive An Increase In MTNN’s Net Promoter Score. • Work With IS Teams, IP Security, Commercial Teams And NID To Maximum Value Is Derived From End-2-End Service Quality Management

Job Condition
• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
Experience & Training
• First Degree In Electrical & Electronics, Or Related Fields. • 6-13 Years’ Experience In Telecommunication Environment Which Includes: • 3 Years’ Experience In Network Measurement & Customer Complaint Resolution • 3 Years’ Experience In Quality Management • Good Understanding Of GSM Technology, ITIL Process, • Good Knowledge Of Network Technologies Across Verticals. Training: • Power Business Intelligence • Gaining Insight & Creating Value With Business Intelligence • SIX SIGMA (Green Belt) • Customer Experience Management • Mobile Network Architecture And Operations
Minimum Qualification BEd, BEng, BSc, BTech Or HND
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