Manager, Closed Loop Feedback & Knowledge Delivery at MTN Nigeria

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.