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  • Posted: Aug 12, 2022
    Deadline: Not specified
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    9Mobile is a Nigerian telecommunications services provider, currently operating in Nigeria. 9Mobile is formerly known as Etisalat Nigeria.
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    Head, Quality Assurance & Training

    Job Summary

    • Develop and deliver training & quality assurance strategy across Customer Care Support Operations & Contact Centre, Retail Operations, and other frontline Sales Teams.
    • Develop implement and maintain quality programmes and activities primarily within the Contact Centre and Retail Operations.
    • Ensure continuous improvement and advancement in key organizational development areas of Contact Centre and Retail Operations staff in overall operational performance as measured by KPIs

    Principal Functions

    • Lead and motivateteam of multi-site & multi-functional training & development personnelto design and deliver generic & customized training packages
    • Evaluate andcontinuously improve the quality & performance delivery of the entiretraining team
    • Establish trainingneeds as well as design, develop and implement appropriate training programmesto ensure that content of training modules meet business needs, are fit forpurpose, and technically correct and compliant
    • Lead the design,development & effective delivery of training to support new systems,partnerships, processes and working practices across the business unit enablingalternative learning methods and maximizing use of technology & resources
    • Work with HR Learning & Knowledge Management team to ensure that training & performance management activities are aligned to corporate standards and methodology
    • Work with Operational Heads/Managers and other key stakeholders to ensure training plans and outputs are delivered to schedule and that agreed KPIs are achieved
    • Champion and maintain positive relationships with internal and external customers
    • Manage business plans, resources & budgets to ensure efficiency and effectiveness of the training team to contribute to the enhancement of Customer Experience
    • Analyse & evaluate impact of training delivered, utilizing various testing methods, quality checks and feedback, and initiate action to continuously improve training standards
    • Manage, motivate& develop direct & indirect reports to maximize achievement of individuals utilizing the performance management framework to support the delivery of overall objectives for the Business Unit, reinforcing the culture and values through appropriate behaviours and actions
    • Lead the Frontline Quality Assurance team to monitor, manage & ensure compliance with highest standards of quality according to specified business needs and approved policies/processes & SOPs
    • Ensure the delivery of the highest standards of service across all Customer Service Channels in accordance with specified business KPIs

    Educational Requirements

    • First Degree or equivalent in a relevant discipline.
    • Postgraduate/professional qualification in a related field will be an added advantage.
    • Nine (9) to twelve (12) years work relevant experience, with at least three (3) years in a managerial role.

    go to method of application »

    Manager, Enterprise Sales

    Job Summary

    • Maintain relationships with corporate customers in specific industry segments and leverage on relationships to increase sales revenue and promote EMTS values.

    Principal Functions
    Tactical:

    • Keep abreast of global and local best practice as it relates to the activities of the corporate sector unit.
    • Monitor and analyze key trends in the corporate sector and identify potential market opportunities.
    • Assist in the continuous review of the unit's activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the unit.
    • Assist in identifying required resources, personnel and funding to achieve the unit's strategy.
    • Establish and maintain relationship with key internal and external stakeholders.
    • Leverage relationship within the industry to generate and expand business opportunities for EMTS.

    Operational:

    • Implement the enterprise sales unit's work programs and plans in line with agreed upon procedures and guidelines.
    • Oversee all daily sales and service activities.
    • Develop commission and bonus models and present suggestions to the Head, Enterprise Sales.
    • Maintain up to date knowledge of EMTS products and solutions and interpret business customer needs to new value propositions tailored to meet the specific needs.
    • Forward sector specific value propositions to the Head, Enterprise Sales for review.
    • Propose/initiate specific sales campaigns aligned with enterprise sales standards and guidelines.
    • Plan and manage the human and material resources of the corporate sector unit to optimize performance, morale and enhance productivity.
    • Provide leadership and guidance to team members and manage subordinate's performance towards the achievement of overall team objectives.
    • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, Enterprise Sales.
    • Perform any other duties as assigned by the Head, Enterprise Sales.

    Educational Requirements

    • First Degree in a relevant discipline
    • Expert knowledge ofcompetitive environment, consumer trends and trade practices in the industry
    • Six (6) to Eight (8)years relevant work experience, with at least three (3) years' experience in asupervisory role.

    go to method of application »

    Manager, Wintel

    Job Summary

    • Lead the design, implementation, and maintenance of all Microsoft Infrastructure Software across Business, Service and Resource/Infrastructure capacity development and governance across enterprise systems.

    Principal Functions
    Tactical:

    • Assist in the implementation of approved policies and procedures for Microsoft Infrastructure system design, implementation and maintenance.
    • Partner with business leaders, IT service operations team and other relevant stakeholders to identify Microsoft Products in line with Business requirements
    • Responsible for planning of Microsoft Infrastructure systems upgrades and deployment.

    Operational:

    • Provide technical and operational support in management of multiple Microsoft Infrastructure in a highly dynamic business environment and to support business
    • Provide support in the implementation and user acceptance testing of Windows operating systems.
    • Assist in the development of a proactive maintenance cycle for Windows operating systems and automate preventive/routine maintenance on systems
    • Perform daily Windows operating system administration, including hardware & software upgrades.
    • Maintain backup of the Windows operating system network.
    • Ensure optimal performance of all applications running on Windows operating system environment in EMTS through proactive tuning and preventive maintenance.
    • Monitor Windows systems performance and recommend adjustments to system parameters to ensure optimum performance and response time.
    • Work with the User Support team to provide second level support to the end users and ensure timely resolution of Windows system problems.
    • Collaborates with business, information security, database and application development teams to define and design scope for each project.
    • Develops and maintains system and project documentation including progress reports of the environment and systems.
    • Delivers support/ engineering which includes design, system upgrades, maintenance and enhancements, new implementations and solutions, root cause analysis and resolving performance issues.
    • Perform configuration, management and maintenance tasks for the following: Microsoft Windows Server platform, Active Directory, IIS, Microsoft Clustering as well as virtualization technologies.
    • Carry out other duties as instructed by Head of IT Operations.

    Educational Requirements

    • Degree level education with a solid all-round knowledge of IT and its use within a business environment with minimum of 6 years experience.
    • Expert in Microsoft Infrastructure Software.
    • Excellent knowledge in Microsoft Windows Server platform (configuration, security, debugging crashes or poor performance, understanding of core operating system constructs such as memory, processor and I/O - disk and network).
    • Expert in Microsoft Public (Azure) Cloud.
    • Proven professional experience with Virtualization (VMware vSphere & Microsoft Hyper-V).
    • Proven professional experience and understanding of Microsoft Active Directory
    • Good overall knowledge of Microsoft System Center Suite.
    • Must be capable of working under pressure in a supportive environment, this will include dealing with escalations from the business, providing feedback and dealing with several projects and problems simultaneously in an effective manner.
    • The position holder must be capable of working on their own initiative within the procedures and guidelines laid down.
    • The ability to communicate with all levels of staff, management and up to senior management level.
    • Solid problem-solving skills.
    • Resilient, confident and tenacious.
    • Good interpersonal skills. 
    • Prepared to work extended hours and travel to other sites/regions as required.

    go to method of application »

    Head, Pricing

    Job Summary

    • Business planning, forecast and reforecast of commercial KPIs
    • Develop and maintain competitive tariffs plans for all EMTS's products and services
    • Market research and competitive analysis.

    Principal Functions
    Strategic

    • Provide Commercial input to the annual business plan for customer numbers, usage, revenue, and gross margin
    • Advise top Management on major business KPIs trajectory and implications for the organisation's strategic objectives.

    Tactical:

    • Analyze market trends and available data and provide input in the development of a competitive pricing strategy for all EMTS's products/services.
    • Keep abreast of global and local best practice as it relates to telecoms pricing and tariff determination.
    • Continuously review the unit's activities, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
    • Identify required resources, personnel and funding to achieve the unit's strategy.
    • Establish and maintain relationships with key internal and external stakeholders.

    Operational:

    • Provide input in the development of pricing processes, policies and procedures for EMTS.
    • Assist in the determination of optimal tariffs for all EMTS's products and services (ranging from voice calls and SMS to other VAS) and proffer recommendations to the Director, Market Strategy, Pricing & Insight
    • Propose/ recommend appropriate price changes based on results of market trend analysis as well as industry realities.
    • Possess adequate knowledge of pricing related regulations and ensure that all EMTS's tariffs comply with defined standards.
    • Liaise with the Regulatory and Corporate Affairs team to ensure prompt approval of all pricing submissions.
    • Liaise with relevant departments/divisions/units in determining appropriate pricing for all promotional offerings.
    • Oversee the conduct of periodic quality checks in different locations to ensure that the actual billing for all EMTS's products and services comply with approved and published tariffs.
    • Provide clear direction, set targets, prioritize tasks and assign responsibilities to the Pricing and Tariffs team.
    • Monthly, quarterly, and half-yearly reforecast of commercial KPIs in line with prevailing market conditions and prevailing business realities.
    • Regularly generate market and competitive insights to inform business decision making.
    • Execute market research requirements for the business and manage relationships with the research agencies
    • Implement the unit's work programs and plans in line with agreed upon procedures and guidelines.
    • Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
    • Manage inter-functional relations to ensure synergy across the various departmental functions.
    • Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives. Ensure adequate training and development is delivered to subordinates on the tariff determination process.
    • Monitor and control the budgetary needs of the unit.
    • Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Commercial Planning, Analytics, Pricing.
    • Perform any other duties as assigned by the Director, Commercial Planning, Analytics, Pricing.

    Educational Requirements

    • First Degree or equivalent in a numerate discipline.
    • Postgraduate/professional qualification in a related field will be an added advantage.
    • Nine (9) to twelve (12) years work experience, with at least three (3) years in a managerial role.

    go to method of application »

    Analyst, Sales Admin Support

    Job Summary

    • Provide administrative support to the enterprise sales function.

    Principal Functions

    • Assist in the coordination and follow upon customer service requests (e.g. quotation preparation and billing inquiries).
    • Liaise with appropriate/relevant unit/team/function to process customer applications.
    • Assist in conducting research to profile customers and identify consumer behaviour.
    • Maintain accurate records of data gathered from research.
    • Perform administrative and clerical tasks for the enterprise sales division.
    • Collate and prepare appropriate daily, weekly and monthly activity and performance reports for the attention of the Manager, Enterprise Service Delivery.
    • Perform any other duties as assigned by the Manager, Enterprise Service Delivery.

    Educational Requirements

    • First Degree or its equivalent in a relevant discipline.
    • Minimum of one year post NYSC relevant work experience.

    go to method of application »

    Head, Regional Sales

    Job Summary

    • Plan, direct and coordinate regional sales activities ensuring consistent and qualitative service delivery to meet EMTS customers' needs.

    Principal Functions
    Tactical:

    • Maintain awareness of market trends, customer needs and competitor initiatives and devise strategies to optimally utilize market opportunities.
    • Define and implement specific operational plans and programs to facilitate the realization of the region's sales targets.
    • Identify and recommend strategies for optimizing outlet performance and increasing profitability.
    • Identify required resources, personnel and funding to achieve the regional sales strategy.
    • Establish and maintain relationships with key internal and external stakeholders.

    Operational:

    • Champion the conduct of periodic sales reviews to determine sales potential of the various experience centres in the regions as input into the sales targeting process.
    • Proactively identify and advise management on potential revenue streams and customer needs in order to maximize revenue for the organisation.
    • Recommend frameworks for measuring outlet profitability and proffer recommendations on viable and non-viable outlets.
    • Coordinate sales activities at the regions, while ensuring qualitative service delivery and compliance with standard policies and procedures.
    • Work closely with the distribution function to ensure timely delivery of products to meet customer demands.
    • Manage regional infrastructure and work closely with the maintenance department to ensure optimal utilization.
    • Monitor and ensure compliance of outlet infrastructure and equipment with defined company standards.
    • Ensure ongoing identification and reporting of new prime locations for acquisition and development of retail infrastructure and proffer recommendations to the Director, Channel Sales
    • Ensure operational efficiency and proper cost management in regional activities to maximize profitability.
    • Provide input on the region's financial requirements during the budgeting process and monitor the approved budget to ensure prudent utilization of resources.
    • Review and authorize expenditures/transactions of the region in line with the approved budget and manual of authority.
    • Implement the Regional Sales division's work programs and plans in line with agreed upon procedures and guidelines.
    • Plan and manage the human and material resources of the Regional Sales division to optimize performance, morale and enhance productivity.
    • Manage inter-functional relations to ensure synergy across the various divisions within the sales department.
    • Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives.
    • Monitor and control the budgetary needs of the Regional Sales unit.
    • Prepare/compile agreed periodic activity and sales performance reports for the attention of the Director, Channel Sales
    • Perform any other duties as assigned by the Director, Channel Sales

    Educational Requirements

    • First Degree or equivalent in a relevant discipline.
    • Postgraduate/ professional qualification in a related field will be an added advantage.
    • Minimum of Nine (9) years relevant work experience, with at least three (3) years in a managerial role.

    go to method of application »

    Manager, Value Added Service Planning

    Job Summary        

    • Contribute to the planning and optimisation of EMTS's core network systems and platforms to support Value Added Services and ensure compatibility and integration with EMTS's existing infrastructure.

    Principal Functions
    Tactical:

    • Provide input in translating EMTS Business plan and subscriber growth assumptions into requirements for the Value Added Services team.
    • Review the unit/team's activities, make recommendations for improvement and implement approved improvement initiatives to ensure enhanced performance of the team.

    Operational:

    • Develop the plan of a VAS system architecture that is best suited for the implementation of defined Value Added Services.
    • Design and plan the implementation and evolution of Value Added Services e.g. messaging (Voice, Mail and SMS), Mobile Data, WAP, GPRS, multimedia products etc.
    • Ensure that EMTS VAS platform design is in line with accepted standards for GSM network design.
    • Coordinate the unit's activities and ensure compliance with the organisation's operating policies, controls and procedures.
    • Manage inter-functional relations to ensure synergy across the various departmental functions.
    • Provide leadership and guidance to team members and manage subordinate's performance towards the achievement of overall team objectives.
    • Perform any other duties or responsibilities assigned by Head, Core and VAS.

    Educational Requirements

    • First Degree or equivalent in Electrical Engineering 
    • Minimum of six (6) years relevant work experience with experience in supervisory role as an advantage.

    Knowledge:

    • Technology Management
    • Telecommunications & Mobile Network Standards & Specifications
    • Network Virtualization Technology

    Skills:

    • Teaming
    • Problem Solving
    • Delegation/Supervisory
    • Behavior
    • Passion for Excellence
    • Integrity
    • Empowering people
    • Growing people
    • Teamwork
    • Customer Focus.

    go to method of application »

    Manager, ERM & BCM

    Job Summary

    • Support business performance through the implementation of an effective ERM framework that focuses on strategic objectives and drives value for the organisation
    • Guide management decision making through provision of accurate and fact-based risk reports.
    • Enhance corporate governance by driving the evolution of the Enterprise risk management framework (methodology, tools and processes)
    • Facilitate the development of a "riskaware" culture across the organisation through the deployment of robust risk management education programs
    • Support the delivery of strategic programs/projects through provision of bespoke project risk management strategies.

    Principal Functions

    • Conducts risk assessments, collecting and analyzing documentation, statistics, reports, and market trends.
    • Establishes policies and procedures to identify and address risks in the organizations services and departments.
    • Reviews and assesses risk management policies and protocols; makes recommendations and implements modifications and improvements.
    • Recommends and implements risk management solutions such as insurance, safety and security policies, business continuity plans, or recovery measures.
    • Reviews and analyzes metrics and data such as cash flow, inventory, breakage, and employee activity that could uncover fraudulent behavior.
    • Drafts and presents risk reports and proposals to executive leadership and senior staff.
    • Performs other duties as directed.
    • Participate in the annual Business planning sessions to identify and assess risks that may impact business objectives.
    • Partner with Line Managers and "Riskchampions," cross-functionally and collaboratively to develop unified and effective risk identification, assessment, and mitigation plans.
    • Ensure robust stakeholder engagement by organising periodic risk management sessions across all business units.
    • Build, improve and drive consistency of risk management processes and tools.
    • Compile clear, accurate and timely risk reports for Executive management and the Board ARMC as required.
    • Implement and execute effective training, communications and awareness programs to properly educate all employees and business partners regarding ERM requirements and responsibilities.
    • Manage the maintenance of the enterprise risk register, and provide guidance on the development and maintenance of departmental risk registers.
    • Provide risk assurance for strategic programs by working with Project/Program managers to ensure the risk management methodology is effectively integrated
    • Advise business areas on technical elements of risk management which involves risk identification, assessment, mitigation planning, monitoring, triggers/responses, evaluation and reporting.
    • In conjunction with Risk owners develop and track sets of key risk indicators to monitor trends in the organizations' risk profile.
    • Assess processes and strategies in place to mitigate risks, identify new ways to further enhance the risk mitigation plans and improve the overall risk return profile.
    • Challenge risk owners' assessments of their risks and risk treatments on a regular basis.
    • Evolve risk management by being proactive through periodic stress testing.

    Educational Requirements

    • Bachelor's Degree in Business, Sciences, or Engineering discipline.
    • Minimum of 6 years post NYSC relevant job experience with 3 years in a supervisory role.
    • Mandatory: A Risk management certification
    • Preferred: Post Graduate degree (MA/MBA/MSc)

    Method of Application

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