Job Vacancies at Ikeja Electricity Distribution Company (IKEDC)

Reporting To: Governance & Compliance Manager

Role Purpose

• This role is responsible for providing specialist advice, support and to drive Corporate Governance and Compliance, thereby ensuring the efficient operation of the Ikeja Electric’s decision-making mechanisms and that our operations follow the legal and regulatory requirements as it relates to our business and industry.

Responsibilities

• Develop, implement and manage the compliance framework to achieve the Company’s goal of regulatory compliance at all times.
• Ensure information flow to internal and external stakeholders are reliable, correct and approved in line with regulatory requirements and business sustainability at all times.
• Ensure compliance and timely delivery of all routine and ad hoc reports per Ikeja Electric’s regulatory obligations.
• Classify various stakeholders and understand regulatory or contractual relationship (orders, codes statutes or agreements etc.) thereby developing a framework to highlight duties, obligations, roles, penalties, remedies, dispute resolution, risk and mitigation strategy in line with governance and compliance expectations.
• Conduct periodic compliance assessments of the Company’s adherence to laws, regulations, orders, policies and processes.
• Prepare management reports regarding compliance operations.
• Coordinate and/or oversee regulatory submissions and reporting activities.
• Track all issues referred to compliance up to and including resolution.
• Implement, manage and embed a corporate governance and compliance framework for Ikeja Electric and ensure that there are policies, processes, procedures and risk management guidelines required to maximize shareholders and stakeholder values.
• Whistle blowing management.
• Ensure continuous awareness of all staff and other stakeholders of Ikeja Electric on governance and regulatory requirements – via training and newsletters.
• Develop and review policies and processes.
• Advise Management on the company’s compliance with laws and regulations, and their impact through detailed reports/advisory memos.
• Provision of operational support and practical advice, geared towards effective and efficient management of the company’s regulatory compliance risks.
• Develop the Company’s annual Sustainability Report.
• Provide company secretarial support.

Minimum Qualifications

• A Degree in Law and professional certification from the Nigerian Law School.
• A minimum of 1 year of cognate experience in corporate governance, compliance, corporate/commercial law or a relevant discipline such as risk management, internal control, ethics management, or internal audit

Technical Competencies:

• Corporate Administration – (Policy development, formulation and implementation)
• Stakeholder management – (Negotiation and Conflict resolution)
• Good knowledge of the Nigerian Electricity Supply Industry

Behavioral Competencies:

• Ability to work under pressure and multi task effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.
• Business Focus

go to method of application »

Reporting To: Head, Customer Service

Role Purpose

• This role is responsible for setting and maintaining quality standards, identifying gaps, communicating feedback and ensuring activities are carried out in line with standard best practices. 

Responsibilities

• Develop and Implement quality assurance best practices, as well as a robust performance measurement model which will provide a basis for performance monitoring, appraisal and management.
• Identify operational gaps viz-a-viz global best practice and provide recommendations as appropriate.
• Accomplish quality assurance human resource objectives by orienting, training, coaching, counselling; communicating job expectations; planning, monitoring, appraising, reviewing job contributions; enforcing policies and procedures.
• Remote monitoring of all customer interactions across the touch points (i.e., Call Centre, Live chat, email, Walk-in, Twitter, Facebook, Back office, Customer Care technicians and Letters)
• Engage in silent monitoring of live calls, in vivo observation of the Call Centre and listen to recorded calls systematically to ensure that Call Centre agents are adhering to standards
• Assess the performance of each individual across all the touch points and provide relevant metrics to all parties.
• Create a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of performances.
• Carry out periodic coaching sessions to provide both qualitative (i.e., examples from call recordings, customer feedback, etc.) and quantitative (i.e., scores from evaluation forms) feedback based on the employee’s performance
• Facilitate and implement a mentorship/remediation plan (i.e., shadow a more experienced agent, have a supervisor coach, etc.) for Customer Care Representatives who consistently fail to make improvements based on feedback
• Evaluate potential Customer Care candidates for essential customer service skills thereby ensuring that they are the right fit for the organization
• Leverage relevant software with a reporting dashboard that provides relevant feedback metrics
• Comply with Quality Management System / Occupational Health & Safety requirements including objectives and applicable regulations relating to assigned jobs.

Minimum Qualifications

• A Bachelor’s Degree from a reputable University
• Proficiency in MS Office (Word, Excel, and PowerPoint). Competency in CRM and other operational applications
• Minimum of 5 years’ experience in a similar role.

Technical Competencies:

• Customer Focus
• Customer Support
• Data Gathering and Analysis
• Electricity Regulations and Policies
• Payment Solutions/ Strategy
• Business Intelligence
• Non-Maximum Demand (NMD) Management

Behavioral Competencies:

• Communication and Interpersonal Relations
• Supervisory/Managerial Skills
• Problem Solving and Decision Making
• Managing Resources
• Business Focus