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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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