Manager - EBU Service Management Order Management and Billing Services at MTN Nigeria

Job Description
Reports To: Senior Manager Client Services

Division: Enterprise Business

Description

• Manage order fulfilment for ALL EBU products, services and solutions (outside the services delivered by Solutions Development team).
• Ensure correct and complete documentation is received for order fulfilment. Manage document archiving and control to ensure customer information is maintained for record purposes
• Control, order, process orders and manage inventory of order fulfilment/installation materials for Hyconnect modems, Wireless routers for HyNet outdoor services, SIM cards (PPSK & PPWB) etc.
• Prepare weekly and monthly sales reports for Enterprise Sales & Business Performance review for sales commission purposes
• Provision services on various customer management systems e.g. Siebel CRM, Billing System etc.
• Execute UAT of automated order fulfilment processes for new and enhanced products
• Perform system and network reconciliations of services provisioned on the customer management systems
• Ensure prompt resolution of all service provisioning issues raised by EBU Sales and frontline Customer Support team
• Report newly activated customers/services to appropriate teams within Sales and ES Customer Support for customer Nursery management
• Bill delivery management via couriers, bill delivery tracking and reporting, customer details validation and bill presentation in various formats as requested by customers
• Manage credit limit monthly reset process as provided on the Charging Systems
• Administer credit requests for ALL enterprise customers on and off billing system
• Manage all EBU customer payment channels to ensure customer convenience in settling their bills
• Draft and validate board report on customer debt position on billing and financial systems
• Periodic review of credit allocation and payment patterns for customers’ accounts credit performance
• Work with S&D FINCON team to make business case for credit sales to enterprise customers

Education:

• First Degree or equivalent in Social or Management Science Course
• Fluent in English

Experience:
6 - 13 years’ experience which includes:

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in a similar role (i.e., channel, order, inventory and customer management)
• Membership of Professional Customer Service/Relations association