Sigma Qualitas Limited Is Recruiting

Core Job Functions/Responsibilities

•     The role is to optimise, and constantly think about how to make any system a lot more efficient using innovative ways of improving the process, for both the Organization as well as its customers.
•     Skills such as process analysis and systematic problem solving approaches' are used to come up with solutions to many of these problems. With a view that no problem is too big or too small, one will always find a process or technology to improve. From reducing the amount of papers to sign when opening an account, to deploying telephone banking, it is this sort of ingenuity that keeps the bank at the cutting edge of technology that improves customer loyalty and the bottom line. At any given time the work of a process engineer is often times project-orientated and a process engineer may need to work on several projects simultaneously, all at various different stages.
•     The design, creation, packaging and maintenance of materials and resources for use in learning and development.
•     Typically involves the assimilation of information from existing sources, selection and re-presentation in a form suitable to the intended purpose and audience. Includes design, configuration and testing of learning environments, and use of appropriate current technologies.
•     The definition and management of the process for deploying and integrating new capabilities into the business in a way that is sensitive to and fully compatible with business operations.
•     The management of projects, typically (but not exclusively) involving the development and implementation of business processes to meet identified business needs, acquiring and utilising the necessary resources and skills, within agreed parameters of cost, timescales, and quality.
•     The application of techniques for monitoring and improvement of quality to any aspect of a function or process.
•     The achievement of, and maintenance of compliance to, national and international standards, as appropriate.
•     The process of ensuring that the agreed quality standards within an organisation are adhered to and that best practice is promulgated throughout the organisation.
•     The development, maintenance, control and distribution of quality standards.
•     The management and control of one or more client service
•     functions, including strategy, support for business development, quality of service and operations.

Primary Activities:
Assessing processes for their relevance, and assessing the adequacy of tools and equipment; reviewing existing data to see if more research and information need to be collated; designing, installing and commissioning new production units, monitoring modifications and upgrades, and troubleshooting existing processes; applying the principles of mass, momentum, sustainability, customer centricity, problem solving and transfer to service or product design, including conceptual, scheme and detail design; conducting process development experiments and preparing reports, flow diagrams and charts; managing the cost and time constraints of projects, or selecting, managing and working with sub-contractors; supporting the conversion of small-scale processes into commercially viable large-scale operations; assuming responsibility for risk assessment, for the health and safety of both company staff and the wider community; ensuring the process works at the optimum level, to the right rate and quality of output, in order to meet supply needs; making observations and taking measurements directly, as well as collecting and interpreting data from the other technical and operating staff involved; assuming responsibility for environmental monitoring and on-going performance of processes; ensuring that all aspects of an operation or process meet specified regulations or standards; working closely with bank operations to monitor and improve the efficiency, output and outcomes; working closely with other specialists, monitor quality, service, products and outcomes.

Job Requirements and Skills

•     Previous Experience: Minimum of 4 years' experience in the use of IT Processes is required.
•     Graduate Qualifications: A first degree in a Numerate Engineering or B.Eng, B.Sc, B.Tech, Technology, Computer Science or Mathematics required.
•     Post Graduate Qualifications: MBA, MA, M.Sc would be of advantage.
•     Experience: 8-10 years post National Service work experience (NYSC is ESSENTIAL)
•     Certifications and Training Requirements: Relevant Certifications & Training will be considered such as: Prince 2, P3M3, Six- Sigma Green Belt, ISO, Quality Management, Portfolio Management, ITIL v3, PMP, BCP, Risk Management or Equivalent is of advantage.

Key Skills:

•     Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised,
•     Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills.
•     Superior Analytical.
•     Should have over 8-10 years work experience in blue chip organisation companies of which prospective candidates should have a minimum of 4 years' experience in the use of Processes is required.
•     Should have a good concept of overall situation and the spirit of teamwork, and be able to take frequent business trips domestically and abroad.
•     Should have the following key soft skills; Good interpersonal, persuasion and communication skills, good team and leadership skills, Delivering Powerful Presentations.
•     Self-Starter, Good communication skills, ability to execute management requests and work under pressure and have the ability to work as a team player.
•     Excellent interpersonal skills with the ability to build and maintain effective working relationships with internal and external customers.
•     Able to work under pressure, to tight timescales.
•     Must be physically fit, clear headed and have great attention to detail.
•     Must possess the ability to be able to monitor more than one thing at once and stay calm.
•     Demonstrated leadership and team-building skills.
•     Proven ability to set priorities, communicate objectives and meet deadlines.
•     Ability to interact with all departments and levels of the company.
•     Ability to work under minimal supervision
•     Self-motivated and good problem solving ability.
•     Ability to exercise independent judgment, discretion, and initiative.

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Responsibilities

•     The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to
•     appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress.
•     Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and
•     provide information. Call centre employees must enjoy helping people, have a tactful manner and have a good memory. Having to
•     recall for product details, policies and procedures are part of the job. Employee must possess the ability to multitask; having great
•     keyboarding skills and the ability to use several computer programs at once, while dealing with customers on the phone. High energy,
•     resilience, and excellent time management skills will be very important for anyone doing call centre job.
•     Main activities is to answer phones professionally, respond to customer inquiries, transfer customer calls to appropriate staff, research required information using available resources, handle and resolve or escalate customer complaints and follow up on customer inquiries not immediately resolved.
•     Ensure calls are picked on/before the third ring.
•     Ensure all faults are logged.
•     Receive faults calls & assign fault ticket
•     Online troubleshooting with customers
•     Follow up on fault resolution
•     Obtaining customer approval prior to closure of ticket
•     Liaison with customers by providing regular update on fault resolution and status
•     Support to staff at remote at locations
•     Respond to both internal & external mails
•     Prepare daily & weekly reports for clients e.g.
•     Receiving and Recording Call Details, Observing all SLA's and OLA's throughout the process, Data entry and maintenance of customer data bases. Provide customers with product and service information, identify and escalate priority issues
•     Prioritization Calls
•     Call Classification
•     Making an initial assessment of the call
•     Attempting to resolve based on agreed service levels.
•     Assigning calls to appropriate resolution Teams
•     Monitoring resolution progress
•     Follow up to ensure customer satisfaction
•     Receiving and Processing Standard Alerting
•     Receiving and Processing Exceptions Alerting
•     Escalations of all SLA/OLA Infringements
•     Identify and Assign Problem
•     Recording and tracking of major incidents (Problems, Known Errors)
•     Complete call logs and reports, recognize, document and alert the supervisor of trends in customer calls. Recommend process improvements
•     Other duties as assigned

Requirements

•     Previous Experience: Minimum of 2-3 year, preferably in a Mobile Operator Network, in a Service Delivery or Service
•     Support role at a level of trainee or higher Required
•     Graduate Qualifications: A first degree in a Numerate Engineering or BEng, BSc, BTech, Technology, Computer Science or Mathematics
•     Post Graduate Qualifications: Post Graduate Degree Technology and MBA is of ADVANTAGE
•     Experience: 3-5 years post National Service work experience (NYSC is ESSENTIAL).
•     Certifications and Training Requirements: Certifications in Quality, Project Management, Programme Management and IT Service
•     Management are an advantage is of ADVANTAGE.
•     Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised, Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership, High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills. Superior Analytical.
•     Other Solutions Life Cycle certifications in IT or Telecoms best practices such as Microsoft Solutions Framework (MSF), Microsoft Operations Framework(MOF), Quality Management, Rational Unified Process(RUP), IT Infrastructure Library(ITIL), COBIT or ETOM, IT Architecture are optional and of ADVANTAGE
•     The job holders should have the ability to use a number of monitoring /Ticketing/Reporting platforms e.g.,Sage, I reporter, reporter tool, Solar winds etc. Must have good keyboarding skills, extensive knowledge of acquiring information from databases and knowledge of fault-ticketing and other relevant fault related tools as listed above.
•     1 year hands-on experience leading to an extensive and accurate knowledge of IT, GSM and 3G Network.
•     Can do Shift Work
•     Must possess skills in Service Management, Customer Care and Root Cause Analysis
•     Must be skilful in the areas of Service Management
•     Self-Starter, Good communication skills, ability to execute management requests and work under pressure and have the ability to work as a team player.
•     Excellent interpersonal skills with the ability to build and maintain effective working relationships with internal and external customers
•     Able to work under pressure, to tight timescales.
•     Able to work on own initiative but aware of when to seek advice.
•     Must be physically fit, clear headed and have great attention to detail.
•     Must possess the ability to be able to monitor more than one thing at once and stay calm.
•     Demonstrated leadership and team-building skills.
•     Proven ability to set priorities, communicate objectives and meet deadlines.
•     Ability to interact with all departments and levels of the company.
•     Ability to work under minimal supervision
•     Self-motivated and good problem solving ability.
•     Ability to exercise independent judgment, discretions, and initiative

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Job Description

•     The project manager will gather and analyze market and customer requirements. Take ownership as the project manager of the solution being deployed in line with client / customer requirements. Will be responsible for analysing and building strategies, which ensure the clients requirements are met and exceeded.
•     Delivery of Programmes and Project with visible controls, using agreed standards throughout the project lifecycle
•     Ensure that deliverables are visible and of measurable financial benefits to the organization
•     Effecting changes that meet the strategic objectives of the IT organization's total investment (or a segment thereof) in alignment with the organizations strategic planning process
•     Developing and maintain an ongoing process of prioritizing and aligning the Portfolio to meet Strategic.

Objectives:

•     Creating and executing development plans across multiple projects and revises as appropriate to meet changing needs and requirements.
•     Manages multiple technical teams within budget and project schedule Reporting, Documentation and Communications
•     Resource Management: Maintaining the right number and type of resources across all projects and project types
•     Release and Change Management
•     Risk and Issues Management
•     Progress Planning and Tracking
•     Financial and Process Management: Increased revenue as a result of higher business and customer satisfaction, improved response times, supportive working relationships, progressive leadership, continuous learning and the employment of best practices. Managing multiple technical teams within budget and project schedule.
•     Business Development, Technical Innovation Development and Deployment
•     Client Relationship Management: Managing client interaction and expectations for multiple or large-scale development efforts. Anticipates clients' needs and proposes alternative technical solutions.
•     Continually seeking and capitalizing upon opportunities to increase customer satisfaction and deepen client relationships.

Job Requirements and Skills

•     Previous Experience: Minimum of 7 years' experience in the use of IT Processes is required.
•     Graduate Qualifications: A first degree in a Numerate Engineering or B.Eng, B.Sc, B.Tech, Technology, Computer Science or Mathematics required.
•     Post Graduate Qualifications: MBA, MA, MSc would be of advantage.
•     Experience: 8-10 years post National Service work experience (NYSC is ESSENTIAL)
•     Certifications and Training Requirements: Relevant Certifications & Training will be considered such as: Prince 2, P3M3, Six Sigma
•     Green Belt, ISO, Quality Management, Portfolio Management, ITIL v3, PMP, BCP, Risk Management or Equivalent is of advantage.

Requirements

•     Have more than 7 years work experience, including over 5 years of service as project co-ordinator.
•     Familiar with information technology solutions.
•     Must have proven achievements in the past, these achievements must have been attained by leading teams.
•     Any of the following would be considered advantageous; Development Projects or Rollout or Optimization.
•     Consideration will be given to the variety and number or types of projects and Work Experience.
•     Should be familiar with international managed service development and the advanced managed service concept and precept scheme.
•     Familiar with work flow and system, KPI and SLA management.
•     Contact and Vendor Management
•     Will apply themselves to any other required assignment.
•     Fluent use of English as the official working language.

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Responsibilities

•     Responsible for developing, through direct customer contact, an effective, on-going business relationship with our potential business
•     clients.
•     You will identify opportunities, provide solutions for each individual clients needs and help improve their business and financial performance.
•     Sales of all company products i.e Trainings, Applications and Consultancy.
•     Sales research and marketing development.
•     Review operational records and reports, to project sales and determine profitability.
•     Market Visibility Research - Check updates on market competition in industry and identify potential sales opportunities in the industry
•     Develop and deliver accurate sales forecast/business strategies in line with business objectives
•     Select and prioritize the high-growth and value revenue opportunities
•     Participate in or lead cross functional sales and marketing teams
•     Develop client propositions that clearly identify financial and other business benefits
•     Select the appropriate offerings that will meet client's business objectives
•     Select territory distribution channels for solution delivery, with partner management
•     Identify and utilize all marketing resources available to help meet territory objectives
•     Be accountable for total customer satisfaction, market share, revenue and profit.

Requirements

•     Previous Experience: In sales of Training, Applications and Consultancy REQUIRED.
•     Graduate Qualifications: A first degree in a Numerate, Engineering or BEng, BSc, BTech, Science or Technology REQUIRED.
•     Post Graduate Qualifications: Post Graduate Degree Technology and MBA is of ADVANTAGE
•     Experience: 4 years post National Service work experience of IT background is preferred (NYSC is ESSENTIAL.
•     Certifications and Training Requirements: Certifications in Strategic Account Management, Key Accounts Management, Contract
•     Preparation and Management, Quality, Project Management, Portfolio Management is of ADVANTAGE.
•     Proficient use of Microsoft Office, Outstanding Process and Systems Documentation, Attention to Detail, Highly Organised,
•     Conflict Resolution, Presentation Skills, Excellent Communication skills, Highly Organised, Team Oriented and Leadership,
•     High Tolerance for Stress, Problem Management (analysis and resolution), Customer Service Orientation, Relationship
•     Builder, High level of Integrity, Time and Priority Management Skills, People Management and Negotiation skills.
•     Superior Analytical.
•     Minimum 3 years Sales Experience
•     At least 3 years’ experience in developing Value Propositions which describe and quantify the business value of the solution, including key value drivers which have been confirmed with the client. Products to include but not limited to Valves, Pipes,Flow meters and Services.
•     At least 3 years’ experience in using market channels appropriately to enhance the sale of offerings/solutions, ensuring maximum profitability.
•     At least 3 years’ experience in having in-depth knowledge of the Client’s industry and use this knowledge to identify business problems/opportunities and map appropriate solutions.
•     At least 3 years’ experience in understanding how the company’s business strategy translates into actions to create products and services that meet the needs and expectations of clients.
•     At least 3 years’ experience in having a thorough working knowledge of multi-industry applications and solutions and apply this knowledge in identifying business problems/opportunities and developing appropriate solutions.
•     At least 3 years’ experience in applying World Wide CRM Relationship Management Process and Tools.
•     At least 3 years’ experience in converting potential opportunities into real opportunities.
•     At least 3 years’ experience in confirming/gaining Client commitment to implement solution(s). Collaborate with the Client to close the opportunity(s).
•     At least 3 years’ experience in implement consultative selling by working with the Client in a collaborative fashion, identifying the Client’s business issues and strategies, and by understanding what is most important to the Client.
•     At least 3 years’ experience in implementing the Client Value Method (CVM) with your team as the framework for planning, creating and delivering client values
•     Extensive travel required