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Senior Manager Total Quality Management 108 views

MTN Nigeria needs Senior Manager Total Quality Management. See details of this offer below:

Job Description

  • To Manage And Ensure Quality Of The Customer Experience.
  • Manage Closed Loop Feedback Systems And Ensure A Constant Increase In The NPS Score.
  • Support The Shareholder Return Strategy By Developing And Implementing CR 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.
  • Participate In Contract Negotiations To Reduce Cost And Drive MTNN Value Creation Philosophy.
  • Serve MTNN’s Customers And Provide Solutions To Improve The Customer Experience.
  • 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 Planned Strategy For The Successful Delivery Of MTN Group And MTNN Transformation Initiatives Focusing On Customer Centricity, Including Perfect 10 Project.
  • Improve MTNN’s Net Promoters Score
  • Network And Build Solid Relationships With Internal Units And Relevant Third Parties (E.G. Strategic Investors, Technical And Finance Partners, Business Consultants Etc.) And Develop A Close Working Relationship With Relevant Information Sources To Provide An Integrated Service.
  • Partner With MTNN’s Ecosystem Partners To Deliver Business Value.
  • Collaborate With Other Business Units In The Development Of Business Models For Use In MTNN And Develop Measurement Strategies To Support Ongoing Strategy Development And Project Optimization.
  • Design, Execute And Maintain A Quality Assurance Strategy Across All Areas Of CR, Including The Necessary Definition, Development And Deployment Of Quality Assurance Strategies That Align With Overall MTNN Business
  • Managing Within An Outsourced Environment
  • Track And Report On Closed Loop Feedback Roll Out And NPS (Net Promoter Score) To Senior Management.
  • Focus On Total Quality Management From A Customer Experience Perspective
  • Liaise With Technical Teams For The Deployment Of System Based Customer Centric PPP’s
  • Focus On Touch Point  & Process Audits• Create And Implement Audit Criteria And Procedures.
  • Apply Total Quality Management Tools And Approaches (ISO) To Analytical And Reporting Processes Within CR
  • Ensuring Compliance With Best Practices (ISO Standards)
  • Collating And Analyzing Performance Data Against Defined Parameters;
  • Identify Deviance From Standards, And Suggest Modifications To Ensure Compliance
  • Ensuring Tests And Procedures Are Properly Understood, Carried Out And Evaluated And That Product Modifications Are Investigated If Necessary;
  • Producing Reports On Value Proposition Metrics Such As Billing, Tariffs, Product Functionality Tests, As Well As Performance Of All VAS Offerings From The Customer Experience Perspective.
  • Ensuring Proper Monitoring Of Performance (Online, Walk-In,  Projects, Systems & Processes Units) Through Data Gathering And Producing Statistical Reports
  • Ensure Continuous Optimization Of Existing Platforms For Branded Service Delivery• 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
  • Ensuring Training & Information Sharing To The Frontline Staff

Job Condition:

Normal MTNN Working Conditions

Experience & Training


  • First Degree In Any Relevant Discipline / Masters Advantageous
  • Fluent In English And Language Of Country Preferable
  • Post Graduate Degree In A Relevant Field Is Desirable
  • Professional Certification (PMP/, ITIL, ISEB).
  • Project Management Certification (Prince 2/PMP)


At Least 10 Years Work Experience.O Manager Track Record Of 3 Years Or More In Quality Systems And Processes; With At Least 3 Years In Relevant Sector/ Industry O Worked Across Diverse Cultures And Geographies Advantageous


  • ISO 9001
  • CMMI
  • IT Governance
  • Testing Tools For Various Products
  • Six SIGMA
  • PMP/Prince 2
  • Management/Leadership

Minimum Qualification:

BA, BEd Or BSc

Deadline: 11/10/2017

Only candidates can apply for this job.
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