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Manager.Customer Relationship Management At Etisalat

Date Posted: 04/Oct/2013
Deadline: Not Specified

 

Job Summary

This role requires a mix of business and technical management skills (service ownership role).  The successful candidate will oversee, maintain and provide operational support to Etisalat Nigerias repository of customer facing and front-line solutions.  He or she will lead a team of Specialists and Analysts who form the solution support. Drive service innovation, support all enhancements and new implementations in the associated OSS/BSS domains and liaison with vendors/partners and end users on matters related to strategy, product evolution and service quality.

Principal Functions

  • Manage and oversee the analysis, build, design, implementation and acceptance of new products configuration in the customer facing and front-line /voucher management and mediation modules;
  • Oversee implementation, integration and upgrade of new/existing solutions in the Customer relationship management module (CRM) enterprise wide;
  • Oversee resource planning for the order handling process for SIM cards, recharge vouchers and ensure the demand requirements are met within stipulated timelines;
  • Oversee the technical scoping, capacity planning, hardware sizing and system functional requirement availability for the customer facing and front-line systems;
  • Ensure timely delivery of all enhancements, initiatives and projects;
  • Prepare RFxs, business cases and audit statement of compliance and functional requirements for customer facing and front-line solutions;
  • Manage the daily activities of the Customer Management team to ensure constant system availability, acceptable end user experience and perform routine and ad hoc maintenance activities;
  • Work with the IT Strategy, Infrastructure and Service Management teams to ensure adequate resource capacity is available to meet business demands;
  • Ensure all queries from internal customers are resolved within agreed SLAs;
  • Coordinate the monitoring and documentation of operating procedures and resolution of slow performance issues;
  • Ensure the provision of support functions down to the last line of support (for problems relating to database and operating systems) before escalating to IT vendor;
  • Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity;
  • Manage inter-functional relations to ensure synergy across the various departmental functions.;
  • Prepare/compile agreed periodic activity and performance reports for the attention of the Head, OSS & BSS;
  • Attends all meetings and provide all required reports/KPIs in a timely manner;
  • Perform any other duties as assigned by the Head, OSS & BSS.

 

Educational Requirements

  • First degree or equivalent in Engineering, Computer Science/IT, or a related or relevant discipline.  Postgraduate and/or professional qualifications in related fields will be an added advantage;
  • Strong experience implementing / integrating call centre / CTI solutions.  Specifically, good working knowledge of the Avaya Call Centre suite will be a great advantage
  • Good technical knowledge of integration /middleware technologies and approaches, core network elements (e.g. SMSC, USSD GW, VAS platforms, etc.) including experience of the Intelligent Networks (IN)/Charging platforms, voucher management, CRM tools, etc.;
  • Knowledge of/familiarity with TMF or related / comparable standards will be advantageous.

 

Experience,Skills & Competencies

 

  • Between six (6) and eight (8) directly relevant post-NYSC work experience in the telecommunications industry in Nigeria or key markets in Africa, preferably in a team-leading or supervisory role
  • Ideal candidate must be able to demonstrate:
    • Experience with producing business cases and Unified Modelling Language (UML)/other renowned solution modelling experience;
    • Ability to communicate complex technical details in very simple and clear business terms;
    • Effective at influencing and negotiating solution options.

 

Method of Application

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