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Manager, Closed Loop Feedback & Knowledge Delivery 188 views

Job Expired

MTN Nigeria is looking for Manager, Closed Loop Feedback and Knowledge Delivery in addition to its award winning team.

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

 

  • This job has expired!
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