Manager Customer Services (Quality Assurance & Service Management) at MTN Nigeria

Division: Enterprise Business Unit

Core Purpose of the Job

• Assures consistent quality of Customer service management by developing and enforcing good policies, processes, procedures and systems; validating processes; providing documentation and managing implemented control.

Job Summary

• Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
• Participate in the review of Business Processes to drive efficiency gains.
• Track and report on management and utilization of combined budget, resources and delivery schedules per project and per milestone.
• Meets quality assurance financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• 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 transformation initiatives focusing on Customer centricity.
• Drive an increase in MTNN’s Net Promoter Score.
• Promote a sustainable organizational culture that enhances employee productivity and oversee the management of the year on year performance of all dimensions of the Group Culture Audit.
• Network and build solid relationships with internal units and relevant third parties) and develop a close working relationship with relevant information sources to provide an integrated service.
• Maintain effective working relationships with internal and external suppliers.
• 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.
• Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.
• Develops quality assurance plans by conducting hazard analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions, and verification procedures; monitoring inventories.
• Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.
• Maintains and improves product quality by completing product, company, system, compliance, and surveillance audits; investigating customer complaints; collaborating with other members of management to develop new product and engineering designs, and manufacturing and training methods.
• Prepares quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Updates job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Promote a sustainable organizational culture that enhances employee productivity and oversee the management of the year on year performance of all dimensions of the Group Culture Audit.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Accomplishes quality assurance human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.

Education

• First Degree or equivalent in Social or Management Science course.
• Professional Certification or MBA/MSc (added advantage).

Experience:

• Minimum 6 years’ experience which includes:
  • Minimum of 2-3 years’ experience in an handling Service Level agreements & Operational Level agreements for mobile and ICT telecoms; with experience in supervising/managing others
  • Experience working in a medium to large organization
  • 2-3 years’ experience in technical sales (Pre sales telecoms engineering) within an enterprise business environment.
  • 2- 3 years’ experience in handling and implementing customer loop feedback.
  • 2-3 years’ experience in handling quality management and process compliance within technical environment.
  • 3 years’ experience in managing technical projects delivery and remote/physical support ICT services.

Job Conditions

• Normal MTNN working conditions
• Open plan office