Job Description
• Responsible For Providing Highest Quality Of Customer Focused Care And Satisfaction Using The Knowledge Of Products, Systems, And Procedures To Make Informed Decisions And Maintain Profitable Customer Relationships.
• Support The Shareholder Return Strategy By Developing And Implementing 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.
• 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 An Increase In MTNN’s Net Promoter Score
• Work With The Wider Customer Experience And Commercial Teams To Establish Voice Of The Customer Program To Share Learning's/ Updates With The Wider Business.
• Identification Of Customer Experience Improvement Actions/Initiatives/ Customer Pain Points And Associated Business Plans And Benefit Cases.
• Mapping Of Existing And New Customer Journeys Against Agreed Methodology-E.G. CLF Feedbacks
• Identify And Facilitate Support Aids To Achieve Prompt Realization Of Service Level Targets
• Develop And Use Integrated Reporting To Drive Insight And Action And Present Integrated Findings To Senior Management.
• Use Consultative Approach To Working And Partnering With Stakeholders And A Polished Influencing Skill To Manage Through Opposing Views To Find The Right Solution.
• Facilitate Collaborative Activities That Enable Branded Customer Care/Experience – Use Regional /National Forums Such As Engine Room And Other Team And Regional Meetings.
• Analyze Information, Interrogate And Interpret Data Relating To Business Performance - Ensuring A Consistent Approach To Measuring Customer Experience Via CLF/VOC.
• Participate In Development And Deployment Of Commercial Strategies To Foster Consumer Brand Loyalty
• Ensure The Tracking Of Overall Sectional Performance Against Specified KPIs And Report This Information On A Regular Basis To Customer Relations Management And Customer Experience.
• Collaborate With Wider Customer Experience Team To Facilitate Resolutions Of Business And Outer Loop Challenges From CLF/VOC.
• Track And Monitor Customer Services And Customer Care Operations And Ensure Action Is Taken To Improve And Realize Service Levels And NPS Targets.
• Partner With MTNN’s Ecosystem Partners To Deliver Business Value.
• Manage Relationships With Key Stakeholder Units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
• 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.
• Support Organisational Employee Awareness On Ethics - Including Providing Regular Training To Employees On Ethics Matters, The Application Of Standards And Guidelines, Relevant Laws And Regulatory Requirements, Promoting And Enhancing A Strong Telecom-Wide Compliance Culture Etc.
Job Condition
• Normal MTNN Working Conditions
• May Be Required To Work Extended Hours
• Regional Travel (For Regional Service Managers)
Experience & Training
Education:
• First Degree In Social Science Or Any Related Field
• An MBA Is Desirable
Experience:
6-13years’ Experience Which Includes:
• 3 Years Work Experience In Area Of Specialisation In Experience Supervising Others.
• Experience In Data Gathering And Analytics
• Experience In Project Management
• Experience In Service Improvements Models And Execution
• Experience In Managing Complex Processes And Procedures
• Experience In Knowledge & Service Delivery
• Experience In Close Loop Feedback Management
• Budget Planning
Training:
• Customer Relationship Management
• Employee Performance Management
• Management Programs
• MS Excel (Intermediate And Advanced)
• MTN Products & Services
• Project Management
• Service Excellence
• Audit/ Inventory Training
• People & Performance Management
• Financial Planning & Budgeting
• Business Intelligence
• Service Segmentation
• Resource Planning
• ICT Cutting Edge Technologies
• Crisis Management
• Innovation Management
• Credit Management
• Change Management
• Brand Management
• MS Office Enterprise
Minimum Qualification BA, BEd, BSc Or HND
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