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The Employee Relations Manager will be responsible for implementing and managing employee relations strategies and policies; promoting a positive workplace culture and driving the right values and behaviours by identifying and resolving potentially volatile employee relations issues/workplace conflicts effectively. This role will ensure compliance with Airtel Policies, its code of conduct and Labour Laws.  He or she will also support management in driving employee engagement, retention, and productivity and drive all employee relations and fair employment practices for both full-term employees (FTEs) and non-full-term employment (NFTEs) within the Airtel Organization. 

Responsibilities

Employee Relations & Conflict Resolution

• Serve as the primary point of contact for employee relations issues across the business.
• Manage employee grievances, disciplinary actions, and workplace investigations with fairness, consistency, and in line with company policies and labor regulations.
• Advise managers and leaders on grievance procedures, conflict resolution and best practices for handling workplace challenges. 
• Prepare necessary documentation to support the Legal Team in court cases against the organization relating to employee litigations.

Policy & Compliance

• Develop, review, and implement HR and employee relations policies to ensure compliance with labor laws, industry standards, and organizational values.
• Ensure all employee relations practices align with local regulatory requirements and internal governance frameworks.

Engagement & Culture

• Drive initiatives to enhance employee engagement, morale, and workplace satisfaction.
• Support management programs and cultural transformation initiatives to align with employee relations best practices and business strategy.

Employee Relations

• Provide apt advice and counsel to Line on talent management, performance management, conflict resolution and other areas of employee relations.
• Facilitate and guide various stakeholders on corrective actions,   grievances, conflicts and disciplinary procedures.
• Ensure resolution of all staff welfare issues within agreed timelines.

Stakeholders Management

• Facilitate appropriate negotiation and consultation with external stakeholders in labour such as the Ministry of Labour & Productivity, Nigeria Employee Consultative (NECA) Forum, Chartered Institute of Personal Management etc.
• Monitor and ensure organization’s compliance with government regulations in labour matters.
• Monitor to ensure that employee related quarterly engagements are effective at the Regional level.
• Carry out periodic reviews of expectations of external stakeholders with respect to labour issues.
• Relationship management with all Function Heads and employees within the organization.

Performance & Capability Support

• Partner with managers and third-party service providers to address performance management concerns and support performance related conflict resolution efforts. 
• Provide coaching and training to managers on effective people management and employee relations.
• Interface and work in partnership with the HRBPs and Line Managers to escalate appropriate problems to Management to avoid any disruptions to business operations.

HR data and insights

• Track and analyze employee relations trends, grievances, and disciplinary cases, providing insights and recommendations to senior leadership.
• Prepare regular reports and updates on ER metrics, risks, and interventions. 
• Conduct trends and report analysis on various HR indices.
• Provide employee relations reports and information as required by HR support functions, internal and external audit.
• Ensure accuracy and management of employee relations records for all disciplinary hearings.

Educational Qualifications  

• Bachelor’s degree in Human Resources, Industrial Relations, Business Administration, or related field.
• Master’s degree an added advantage. 
• A professional qualification of CIPMN, CIPD, SHRM is desirable

Relevant Experience & &Functional / Technical Skills 

• Minimum of 8-10 years of progressive HR experience, with at least 3-5 years in employee relations within a large organization (telecommunications, FMCG, Financial services or technology industry experience preferred).
• General Human Resources practice with a strong knowledge of labor laws, employee relations practices, and regulatory frameworks is required.
• Proven experience managing workplace investigations and resolving complex employee relations issues.
• Excellent interpersonal and communication skills with the ability to influence and build trust across all levels.
• Strong problem-solving, negotiation, and conflict-resolution abilities.
• High level of integrity, confidentiality, and professionalism.
• Ability to work in a fast-paced, dynamic, and highly regulated industry.
• Analytical mindset with the ability to use data to drive decisions.
• Strong organizational and project management skills.
• Demonstrating Integrity
• Grievance and Discipline Management
• Labour Law/Agreement Management
• Negotiation
• Human Psychology
• Service Level Agreement Management

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We are seeking a highly organized and detail oriented provisioning support executive to join our team. The successful candidate will be responsible for seamless provisioning support across prepaid, postpaid, MNP, enterprise services and dealer relationship management. Additionally, we will monitor and optimize the back-office operations to achieve productivity and service level targets.

Responsibilities

Prepaid & postpaid Provisioning

• Ensure resolution of provisioning request within SLA
• Ensure that bulk provisioning process is in line with KYC compliance measures.
• Special number request provisioning for External and Internal Customers.
• KYC unbarring request provisioning.
• Resolution of escalated provisioning issues within TAT.
• Whitelisting of High Value customers on Platinum Help desk.
• CUG and other service classes provisioning on Network elements.

MNP Provisioning

• Resolution of all Inter-operator MNP Issues.
• Manage and resolve all issues arising from batch/group postpaid port-ins and escalate issues as necessary.
• Work with IT teams to create and ensure deployments and usage of system and capability enhancements for MNP solutions 
• Ensure that all ported numbers (port in and port out) are on the correct profile on network systems and applications.
• MNP documentation exchange with operators, regulators and security agencies.

Enterprise Service Support 

• Monitor daily transaction done on Cloud service platform.
• Deactivate expired subscriptions as at when due.
• Extend subscription for cases of renewal.
• Change service type for customers after payment.
• Liaise with IT to provision Static IP addresses on POS lines.

Dealer Relationship Management 

• Carry out regular Voice of Dealers to monitor system and customer harmony and to gauge competition behaviour in the market.
• Regular field visitation to Dealer locations to ascertain ground zero realities, training and engagements.

Back Office Support

• Monitor back-office tickets ensuring resolution within stipulated timelines & SLA
• Optimise back-office productivity, achieving highest optimum levels
• Ensure sufficient staffing across all back-office LOBs
• Achieve 98% SLA for back-office operations
• Prioritise resolution of dedicated queues/LOBs
• Monitor and audit accesses monthly to prevent abuse

Educational Qualifications  

•  First degree in a related field
• A masters or an MBA will be an added advantage.

Relevant Experience  & Functional / Technical Skills

• 5-7 years of solid customer service experience.
• Relevant experience in provisioning, CX and back-office Operations
• Excellent organizational and communication skills. 
• Ability to work under pressure and meet deadlines.
• Advanced proficiency in Microsoft Word, Power point and Excel
• Ability to build strong working relationships; internal and external.
• Provisioning accuracy and timeliness
• High level of discretion
• Supervisory skills

go to method of application »

The purpose of the job is to maintain the operational integrity and continuity of enterprise data center and hybrid infrastructure platforms by providing operational oversight and support, validating onsite execution by DC staff, supporting computing/storage/virtualization systems and container platforms, coordinating vendor repairs, and ensuring compliance with security, backup, and audit controls. The role works with infrastructure teams to ensure service stability and effective escalation handling.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Data Center Operations

• Monitor & validate DC activities & daily check reports
• Perform periodic spot checks & site visits for escalations/audits
• Validate cable matrix, rack layout & asset updates
• Ensure adherence to DC security & change controls
• Provide guidance to junior team where required     

Compute, Storage & Virtualization Support

• Support troubleshooting & escalations
• Validate system builds/configurations completed by asset team
• Assist in performance monitoring & capacity awareness
• Execute runbooks, escalate deep technical cases

Kubernetes / Platform Support Exposure

• Support basic cluster checks & resource validation
•  Execute approved tasks under guidance
•  Escalate cluster and platform issues to domain leads

Backup & Data Protection Compliance

• Review successful backup reports & exceptions
• Validate tape/offsite media handling & availability
• Support restores of compliance checks
• Escalate failed jobs or process gaps

Vendor & OEM Repair Coordination

• Coordinate vendor onsite repairs & RMA logistics
• Track spares, repair cycles & OEM SLAs
• Validate work completion & documentation

Documentation & Audit Readiness

• Ensure CMDB accuracy (racks, assets, cables, media)
• Validate diagrams, access logs & DCMS records• Support compliance, audit evidence & reporting

Continuous Improvement

• Identify recurring issues & improvement areas
• Support RCA actions & documentation
• Recommend process/control enhancements

Qualifications

Educational Qualifications  

• Bachelor’s in Computer Science, Engineering, IT, or related field

Relevant Experience & Functional / Technical Skills 

• 5+ years IT infrastructure operations experience
• Experience working with data-center environments
• Exposure to compute, storage, virtualization, backup tooling
• Hands-on Linux/Windows server administration experience
• Kubernetes/Container platform exposure (required)
• Vendor/OEM coordination experience
• Storage & server platform understanding
• Backup platforms & media handling awareness
• Kubernetes basics (node checks, logs, clusters)
• Monitoring & observability tools
• ITIL Incident/Change/Problem exposure
• Scripting/shell familiarity is a plus