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Manager.Service Delivery At Etisalat

Date Posted: 15/Oct/2013
Deadline: Not Specified

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

 

Method of Application

Interested and qualified? Click the Apply now button to send your application

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