Airtel Nigeria Jobs in Lagos, Port-Harcourt & Ibadan 20th June, 2014

Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.

Job Title: Head: Regional Commercial Operations

Job Location: Airtel Nigeria - Port-Harcourt & Ibadan

Job description

Responsible for driving all elements of commercial operations and implementing the customer service strategy for delivering revenue numbers at regional level.

    Define and drive Commercial strategy for the regions
    Drive the implementation of commercial strategy for the regions to ensure superior visibility and superior customer intimacy of the brand compared to competition, in conjunction with the Regional Operations Director, Central Brands team Regional commercial team.
    Develop and lead the regional commercial activities and policiesReview market research to determine opportunities that exist and ways to capitalize on them

Other Key deliverables Include

    Drive Customer Acquisition
    Improve Airtel’s relative position in the marketplace (Revenue Market Share).
    Regional Trade and Activations
    Stimulate increase in Minutes of Use per user across the Network
    Customer Experience Enhancement and Reduction in Customer Complaints
    Ensure optimal spend vis-à-vis budget and monitor performance against plan
    Team Management

Desired Skills and Experience

    Strong People skills- Building Collaborative Relationships and Empowering and Developing people
    Risk taking appetite
    Business and Commercial acumen
    Excellent understanding of corporate governance standards
    Should thrive in challenging situations
    Ability to network with global players
    Strong analytical skills and problem solving skills
    Entrepreneurial Ability

At least 15 years working experience with 7 years or more in a senior management role in FMCG industry and at least 5 years in Telecoms Marketing.

Bachelors degree in  Marketing and Management or like discipline

An MBA with focus on Marketing Certifications or additional qualifications in Advertising, Business Administration, communications and management will be an added advantage.

How to Apply

Click here to apply

Job Title: Manager, MCommerce Operations
Location: Airtel Nigeria - Lagos

Job description

Technical Product Development:

    Ensure timely delivery of relevant functionality to meet the need of MCommerce customers through effective end-to-end Project Management including requirements gathering, testing, product launch and where necessary pilot programs.
    Liaise with internal & external stakeholders to ensure new product functionalities, processes and systems are relevant, timely & explicit.
    Provide product support to internal customers on system changes.
    Manage efficient resolution of any functionality related matters

Ensure SLA with departments and service providers are met:

    Develop and manage M-Commerce processes and procedures to ensure adherence by all departments and service providers
    Develop and manage M-Commerce SLA’s for internal processes and service providers, monitor achievement of defined objectives and ensure adherence to the set standards; and establish processes to monitor quality of service provided by them
    Track and monitor performance of internal departments and service providers to ensure targets are met, e.g. Comviva, technical, IT & customer service.
    Ensure 100% MCommerce platform uptime and USSD gateway uptime in coordination with the service provider.
    Ensure compliance to applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements.

Oversee integration and implementation of products and services for mobile commerce:

    Coordinate between the different sections of the IT & Networks and other functions for MCommerce integrations on all channels
    Manage the IT/ Networks integration pipeline (maintaining the records/status)
    Ensure effective and efficient partner integrations
    Ensure integration partner’s adherence to SLA’s.
    Developing a monitoring system for issues logged and ticketed with the integration partner and manages delivery timelines.
    Coordinate and Conduct UATs for integrations and product enhancements and attain sign off for the same.
    Coordinate implementation of new services and product enhancements by development partners and local technical support
    Collaborate with IT, Networks & Billing departments to develop design specifications for new products

Ensure efficient and effective delivery of mobile commerce operations:

    Propose and implement changes to processes and procedures for efficient mobile commerce operations.
    Coordinate training and required certification for mobile commerce team, retail & business partners.
    Coordinate the development of manuals and guides for mobile commerce products and services.

Incident & Change Management & Back office operations:

    Develop process and procedures to ensure efficient management of retail back office operations
    Oversee second level support for scheme operators and retail trade partners
    Manage Incidents and Problems according to the company Incident and Problem Management Policy.
    Evaluate and manage new changes requests or products from MCommerce Business Partners and the Products and Service Department.
    Implement changes to the Mobile Money Solution through the Change Management Policy.
    Manage the collection and update of daily performance and capacity statistics.
    Maintain the MCommerce Platform Business Continuity Management profile and Technical Recovery Procedures.
    Ensure the System Backups are managed according to the company Backup Policy

Operations/ Customer Care:

    Manage performance of operations staff
    Plan customer care strategy to drive usage using call backs, health checks, churn management etc.
    Understand the basic structure of M-Commerce system, so as to provide problem solving and third tier support
    Define agreed customer care SLA with scheme operators
    Ensure customer care related issues are resolved within KPI limits

Desired Skills and Experience

    Bachelors degree in a Technical field - BSc. Computer Science, IT or Electrical Engineering
    Project Management certification - PMP / PMI or its equivalent will be an added advantage
    Project Management
    8 years work experience of which 2 years must be in a managerial role in IT Projects or Operations.
    Work experience in telecommunications environment at line management or senior engineer level is mandatory with experience with IT Applications, USSD, SMSC and STK
    Experience in system integration and architecture design mandatory
    Experience in e-banking would be an added advantage
    Experience in managing multiple projects simultaneously.
    Good understanding of the Nigerian and International Mobile Financial Services Market, subscriber preferences and trends.
    Sufficient knowledge of UNIX, Solaris and Linux operating systems, SQL, MySQL, Oracle, TCP/IP networking, and general knowledge of database is an advantage.
    Experience in mobile e-commerce, software quality assurance and in software development lifecycle/projects

How to Apply

Click here to apply

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