Manager - Client Success Quality Management.Enterprise Business NG at MTN Group

, Southwest, Cameroon -

Full Time

Start Date

Immediate

Expiry Date

31 May, 26

Salary

0.0

Posted On

02 Mar, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Process Documentation, Quality Assurance, Hazard Analyses, SLA Management, Contract Management, OLA Management, Quality Testing, UAT, Sanity Testing, Regression Testing, Total Quality Management, Customer Experience Management, Incident Management Tools, Customer Management Systems, Microsoft Office, Visio

Industry

Telecommunications

Description

Reports To: Senior Manager - Client Success Division: Enterprise Business Mission: > * Assures consistent quality of customer service management by developing and > enforcing good policies, processes, procedures and systems; validating > processes; providing documentation and managing implemented control. Description: > * Manages process documentation for all Enterprise Business departments and > units; ensures these are updated regularly and implement spot-checks to > ensure compliance the processes > * Develops quality assurance plans by conducting hazard analyses; identifying > critical control points and preventive measures; establishing critical > limits, monitoring procedures, corrective actions, and verification > procedures; monitoring access to critical systems/applications > * Work closely with Internal Audit & Forensic Services (IAFS) & external > regulators to drive closure of all audit recommendations and actions in a > timely manner > * Manages SLAs and contract agreements with all EB customers. Manages SLAs > with Client Success vendors to drive strict adherence to agreed service > levels. Also manages OLAs with internal support teams in IT, Network & CRX. > * Drives quality assurance testing of new products, solutions, customer > management applications and other business support systems (BSS). Executes > User Acceptance Testing (UAT), sanity testing and regression testing across > products and applications > * Updates job knowledge by studying trends in and developments in quality > management; participating in educational opportunities; reading > professional publications; maintaining personal networks; participating in > professional organizations. > * Manages customer experience across all enterprise products, services, > solutions, processes, service delivery channels, customer touchpoints, > product development and sales engagement > * Executes total quality management standards in process review, > documentation, updates and validation. Ensures that the units and > departmental PPPs are customer focused, efficient and quality minded Education: > * First Degree or equivalent in Social or Management Science Course > * Professional Certification or MBA/MSC (added advantage) > * Fluent in English Experience: 6 - 13 years’ experience which includes: > * Minimum of 3 years’ experience in an area of specialization; with > experience in supervising/managing others > * Experience working in a medium to large organization > * Experience in channel, order, inventory and customer management > * Experience in a customer service environment in the telecommunications > industry. > * Experience in customer management, SLA management and/or TQM > * Experience in helpdesk supporting enterprise and ICT solutions > * Advanced proficiency in the use of customer management and billing systems > * Membership of Professional Customer Service/Relations associations > * Advanced proficiency in the use of incident management tools > * Advanced proficiency in Microsoft Office applications, Visio and Projects We at MTN Nigeria Communications Plc (MTNN) are a purpose and value-led organization. At MTN Nigeria, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be - it is in our DNA. As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us! Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. We are delighted that you consider us your career partner to make a mark in the world. We wish you a rewarding career. Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Obsessions: How We Do It The behaviors that keep our culture strong and safe. 1. Light It Up! Always Do This: 🔹 Bring all your heart and all your smarts to us. Never Do This: ❌ Never doubt your value here or let anyone else do it. And never do it to anyone yourself. 2. Raise Your Hand. Speak Your Mind. Always Do This: 🔹 Respectfully but firmly challenge any threat to what we stand for. Never Do This: ❌ Never hesitate to tell the truth as you see it, to whoever you have to tell. And never cause others to fear telling you. 3. Collaborate. Don’t Isolate. Always Do This: 🔹 Share what you know and respect what others can teach you. Never Do This: ❌ Never think that you are great unless you help make others great too. 4. Things Always Get Better Here. Always Do This: 🔹 Take your own steps forward to improve and strengthen us. Never Do This: ❌ Never believe or cause others to believe that "not now" means "not ever." Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians? Then, join MTN Nigeria! Welcome to our Y’ello Family, where our people are our most critical competitive assets. If you are passionate about working for a brand that believes in YOU, invests in YOU, and delivers the best value to those we serve, then THIS is the place. Our Employee Value Proposition enables you to: 🟡 Work with meaning 🟡 Connect to develop 🟡 Thrive in positivity 🟡 Grow with purpose Live inspired. It’s a great place to work! Take that bold step and apply today! *Eligible Females and People with Disabilities are encouraged to apply. *MTN Nigeria Communications Plc (MTN) does not and will never ask for payment of any kind from applicants in all MTN’s recruitment processes and stages such as job application, CV review, interview, meeting, and final processing of applications. *MTN is not liable for fraudulent publication of job offers in MTN’s name or for the fraudulent use of MTN’s name in any manner whatsoever. For whistle blowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com [MTNN.ForensicServices@mtn.com] By applying for this job, I am confirming that I have completed the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/ [https://www.mtn.ng/career/]).

Responsibilities

This role assures consistent quality of customer service management by developing and enforcing policies, processes, and systems, while managing process documentation for all Enterprise Business departments. The manager also drives quality assurance testing for new products and applications and manages customer experience across all enterprise offerings.