Etisalat Nigeria Recruitment for Manager Service Delivery

Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel

Etisalat Nigeria is recruiting to fill the below position of:

Job Title: Manager Service Delivery



Location: Lagos, NG

Job Summary
Develop, implement and continuously improve processes and procedures to support delivery of Business Segment products, services and solutions to the customer

Principal Functions

Service Activation Process Management

    Build, implement and maintain required guidance framework for Corporate Service Provisioning and Customer Fulfilment Pre-requisites
    Benchmark processes and enforce compliance related to Corporate Customer Service Activation and Support
    Liaise within the Business Segment team and across other teams - including Billing, Customer Care, Post-paid Operations, Legal and Regulatory - on all aspects of Corporate Customer Service Delivery

Contracts & SLA Management

    Develop and administer all required contracts, service level agreements (SLAs), terms and conditions (T&Cs) and any other service documentation required for Customer Fulfilment
    Develop and manage Corporate Escalation Framework and SLA regime
    Maintain and ensure compliance of all internal SLAs related to Customer Service Delivery
    Report on service performance, issue management and resolution, and all other service cycle management deliverables
    Assist in monitoring, evaluating and reporting on the performance and quality of services and solutions implemented for Etisalat's corporate customers according to agreed and approved specifications
    Provide performance and availability reporting on all customer solutions (fixed or mobile) in order to ensure Etisalat Nigeria remains within set customer SLA thresholds

Payment & Debt Management

    Monitor payment trends and report on customer debt position to relevant stakeholders within and outside of the Business Segment team
    Liaise with key external stakeholders in Finance - Post-paid Operations, Credit Control, Billing and other workstreams - related to customer collections, payment and debt recovery

Educational Requirements

    First degree or equivalent in a relevant discipline
    A Master's degree, e.g MBA, will provide an advantage

Experience, Skills & Competencies

    Between six (6) and eight (8) years' directly relevant post-NYSC experience, with most recent three (3) years in a supervisory role
    Ideal candidate must be able to demonstrate high levels of competence in the following areas:
        Relationship Management
        Systems and Processes
        IT Service Management
        Billing and Payment Systems
        Customer Service

Application Closing Date
21st October, 2013

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

Note: When the page comes up click on New Jobs (Last 7 days), then click on Manager Service Delivery.

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