Senior Manager, Total Quality Management at MTN Nigeria

Job Description

• To manage and ensure quality of the Customer Experience.
• Manage closed loop feedback systems and ensure a constant increase in the NPS score.
• Support the Shareholder return strategy by developing and implementing CR 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.
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
• Serve MTNN’s 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.
• Improve MTNN’s Net Promoters Score
• Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
• Design, execute and maintain a Quality Assurance strategy across all areas of CR, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business
• Managing within an outsourced environment
• Track and report on Closed Loop Feedback roll out and NPS (Net Promoter Score) to senior management.
• Focus on Total Quality Management from a Customer Experience perspective
• Liaise with Technical teams for the deployment of system based Customer Centric PPP’s
• Focus on Touch point  & process Audits
• Create and implement Audit criteria and procedures.
• Apply total quality management tools and approaches (ISO) to analytical and reporting processes within CR
• Ensuring compliance with best practices (ISO standards)
• Collating and analyzing performance data against defined parameters;
• Identify deviance from standards, and suggest modifications to ensure compliance
• Ensuring tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary;
• Producing reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective.
• Ensuring proper monitoring of performance (Online, Walk-in,  Projects, Systems & Processes units) through data gathering and producing statistical reports
• Ensure continuous optimization of existing platforms for Branded Service Delivery
• 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
• Ensuring Training & information sharing to the Frontline staff

Job Condition:

• Normal MTNN working conditions.

Experience & Training
Education:

• First Degree in any relevant discipline / Masters advantageous
• Fluent in English and language of country preferable
• Post Graduate degree in a relevant field is desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)

Experience:

• At least 10 years work experience.
• Manager track record of 3 years or more in quality systems and processes; with at least 3 years in relevant sector/ industry
• Worked across diverse cultures and geographies advantageous

Training:

• ISO 9001
• CMMI
• IT Governance
• Testing tools for various products
• Six SIGMA
• PMP/Prince 2
• Management/Leadership

Minimum Qualification

• BA, BEd or BSc.