Manager, Service Operating Centre Assurance at MTN Nigeria

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

Requirements, 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, B.Sc, BTech or HND.