Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (Ikeja Electric), Nigeria's largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion on November 1s...
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This role will be responsible for supporting the business by ensuring optimal compliance and monitoring of outsourced activities to third party firms.
Responsible for providing all quality related customer experience deviations, compliance and monitoring reports on outsourced activities and operations including monitored data weekly, monthly, quarterly and semi-annual reports as well as annual compliance certifications and notifications.
Monitoring the compliance of all third parties’ activities with respect to the approved IE policy, processes and procedures.
Recommend appropriate enforcement actions against defaulting third party firms in line with the contractual agreement, terms and conditions.
Liaise with relevant units and departments in the course of compliance and enforcement related activities.
Conduct mystery shopping activities to assess and evaluate the customer experience impact of third party firms and propose methods of improvement.
Assist in the development, review and implementation of new policies and guidelines.
Preparation of periodic reports for senior management with respect to the trends and contract performance patterns of outsourced activities.
Maintain a database for tracking compliance history and associated variation to set business goals.
Send frequent notifications and reminders to defaulting third parties ahead of deadlines
Takes responsibility for compliance with all Quality Management System /Occupational Health & Safety systems.
Bachelor's degree in any of the following disciplines - Accounting, Finance, Economics, Statistics, or related fields
At least five (5) years relevant work experience, from related sector/ organization with relevant experience in vigilance, compliance, monitoring and evaluation
Demonstrable understanding of the power sector.
Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
Good Data Analytic Skills
Good Data presentation skills
Proficiency in the use of various Business Intelligence, data mining and data fragmentation tools.