Job Updates

Manager, Closed Loop Feedback & Knowledge Delivery at MTN Nigeria

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MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

Job Title: Manager, Closed Loop Feedback & Knowledge Delivery

Location: Nigeria

Job Description

  • Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
  • Support the Shareholder return strategy by developing and implementing Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimisation etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive an increase in MTNN’s Net Promoter Score
  • Work with the wider customer experience and commercial teams to establish Voice of the Customer Program to share learning’s/ updates with the wider business.
  • Identification of Customer Experience Improvement actions/initiatives/ customer pain points and associated business plans and benefit cases.
  • Mapping of existing and new customer journeys against agreed methodology-e.g. CLF feedbacks
  • Identify and facilitate support aids to achieve prompt realization of service level targets
  • Develop and use integrated reporting to drive insight and action and Present integrated findings to senior management.
  • Use consultative approach to working and partnering with stakeholders and a polished influencing skill to manage through opposing views to find the right solution.
  • Facilitate collaborative activities that enable branded customer care/experience – use regional /national forums such as Engine Room and other team and regional meetings.
  • Analyze information, interrogate and interpret data relating to business performance – ensuring a consistent approach to measuring Customer Experience via CLF/VOC.
  • Participate in development and deployment of commercial strategies to foster consumer brand loyalty
  • Ensure the tracking of overall sectional performance against specified KPIs and report this information on a regular basis to customer relations management and customer experience.
  • Collaborate with wider customer experience team to facilitate resolutions of business and outer loop challenges from CLF/VOC.
  • Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service levels and NPS targets.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Support organisational employee awareness on Ethics – including providing regular training to employees on Ethics matters, the application of standards and guidelines, relevant laws and regulatory requirements, promoting and enhancing a strong telecom-wide compliance culture etc.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Regional Travel (for Regional Service Managers)

Experience & Training
Education:

  • First Degree in Social Science or any related field
  • An MBA is desirable

Experience:

  • 6-13years’ experience which includes:
    • 3 years work experience in area of specialisation in experience supervising others.
    • Experience in data gathering and analytics
    • Experience in project management
    • Experience in service improvements models and execution
    • Experience in managing complex processes and procedures
    • Experience in knowledge & Service delivery
    • Experience in Close Loop Feedback management
    • Budget planning.

Training:

  • Customer Relationship Management
  • Employee Performance Management
  • Management Programs
  • MS Excel (Intermediate and advanced)
  • MTN Products & Services
  • Project Management
  • Service Excellence
  • Audit/ Inventory training
  • People & Performance Management
  • Financial planning & Budgeting
  • Business Intelligence
  • Service Segmentation
  • Resource Planning
  • ICT Cutting Edge Technologies
  • Crisis Management
  • Innovation Management
  • Credit Management
  • Change Management
  • Brand Management
  • MS Office Enterprise

Minimum Qualification

  • BA, BEd, BSc or HND.

Application Closing Date
20th November, 2018.

Method of Application
Interested and qualified candidates should:
Click here to apply online

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