Job Category: IT, Telecomm and Tech Jobs in Nigeria
Experience year(s)
Location Lagos
Etisalat Nigeria commenced commercial operations on 23 October 2008 with a promise to deliver innovative and quality services in Nigeria, Since then, Nigeria has continued to witness its innovative services.
Etisalat redefined speed with the roll-out of the unique 3.75G HSPA+ network and It has continued to prove itself an innovative company keen to give its subscribers the best possible experience at the most affordable price.
Its innovation has led to the growth of its active subscriber base to over 12 million. Today, Etisalat has network coverage in all 36 states of the federation including Abuja, the federal capital territory as it continues to build its network and expand to new locations.
In March 2009, the NCC adjudged Etisalat as Nigeria's best network based on quality of service indices measured by the regulatory body; in 2011 after a similar assessment, Etisalat's network was once again rated best. To date, Etisalat Nigeria has won several industry awards for its innovation and quality service delivery. Some of these include: Brand of the Year, Fast Growing GSM Company of the Year, Best Marketing Company, Most Innovative Corporate Social Responsibility Company, Friendliest Tariff Mobile Operator and Best Telecoms Customer Service among others.
Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
Head, Network Performance & Service Assurance
Job Summary
Develop and implement performance/quality management strategy and plans, including resources, systems, timescales and financials to support, contribute to and integrate within the organisation's annual business plan and long term strategy.
Principal Functions
Responsible for monitoring network performance to ensure conformance with formulated performance strategy and KPIs
Responsible for Operating and managing all Performance monitoring tools in the Quality of Service.
Responsible for all the Service Assurance Tests on the network
Responsible for Data and IP performance monitoring and reporting
Responsible for delivering all quality of service projects, trials that will improve the performance of EMTS Etisalat Nigeria Network
Provide leadership and guidance to team members and manage subordinates' performance towards the achievement of overall team objectives
Responsible for Benchmark Drive Test and Network Quality Check
Liaise and co-operate with quality management and standards bodies (e.g., NCC, Government Departments, etc)
Manage all VIP Customer Complaints till resolution
Responsible for defining KPI threshold for Etisalat Nigeria Technical Vendors
Responsible for defining and ensuring implementation of relevant policies, processes, and procedures for quality of service
Monitor and communicate standards created by external bodies and integrate within internal quality management systems.
Ensure proper management and timely implementation of all strategic initiatives within unit
Monitor and Control the Budgetary needs of the unit
Track the best practices for quality of service in the Global telecoms market and advice the Director, Network Architecture, Process & Audit as required
Develop and maintain systems to measure performance against established standards.
Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels.
Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments.
Plan and manage the team's activities in accordance with agreed budgets and timescales.
Report as necessary on changes in standards (internally and externally initiated) and on performance against standards.
Liaise with customers and suppliers (where impacting/affected by quality issues)
Manager inter-functional relations to ensure synergy across the various departmental and Technical functions
Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Network Architecture, Process & audit
Plan and manage the human and material resources of the unit to optimize performance, morale and enhance productivity
Oversee the planning, prioritization and assignment of targets and tasks to the Network Performance Unit
Perform any other duties as assigned by the Director, Network Architecture, Process& Audit
Educational Requirements
First degree in Engineering or a related field
Experience,Skills & Competencies
Nine (9) to Twelve (12) years relevant work experience in the Performance and Quality of Service field with three (3) years in a Managerial role.
Network Performance
Service Continuity Management, Monitoring and Control
Telecommunications & Mobile Network Standards & Specifications
Teaming
Communication
Problem Solving
Passion for Excellence
Integrity
Empowering people
Growing people
Team work
Customer Focus
Specialist, Customer Value Management
Job Summary
Responsible for the implementation and execution of diverse inbound marketing activities by leveraging on the inbound campaign capability, analytical models and the enterprise data warehouse. The inbound campaign execution would drive a robust customer retention and lifecycle management programmes which will translate to incremental revenue and reduce dormancy on the customer base.
Principal Functions
The Specialist will provide oversight on all business analysis and reporting such as Offer Performance reports, Agents Performance reports and other ad-hoc reports on the Nest Best Action (NBA) capability.
Develop specific and NBA exclusive offers for different segments of the base and manage the NBA offer portfolio
Update and modify the Offer Catalogue and business rules that form the basis of Logic configuration;
He/she will provide insight on offer strategy and development and be responsible for all logic configuration such as Offer Update, Offer Creation, Business Rule update, bug fixing and other ad-hoc requests.
Work with the Segment Managers to agree the segment based strategy approach to ensure that there is maximum coverage across the customer base. The approach will cover various inbound campaign channels and programmes.
Ensure consistent and up-to-date business rules/algorithms on Next Best Action (NBA) to ensure that customer targeting works across product lines and that proposed offers are both relevant and of value to our customer base
Work directly with Call Centre Agents and Team Leaders to create simple solutions to which allow our customers to convert/adopt/accept offers in a faster and simpler way
Build strong, productive relationships with stakeholders. Work closely with other CVM team members to develop Marketing Communications solutions that engage and retain existing customers driven through the inbound contact channels
Develop campaign initiatives using inbound channels to address customer profitability, engagement and usage
Take ownership of providing call & traffic forecasts for the campaigns delivered and taking accountability for the response rates delivered on the back of the campaigns
Take ownership for campaign results, creating insightful closure reports to be shared up to Director level in the Marketing Segment and which should enable Segment Managers to make decisions on campaign recommendations
Communicate plans and campaigns to all key stakeholders in a timely manner and gain commitment where required.
Analyse customer behaviour using available data to provide insights and effectively link such insights to potential impact and opportunities for the business
Develop other customer lifecycle programmes including Win Back and Loyalty campaigns, leveraging on the inbound touch-point
Understand customer needs (based on research, insights, process?) and deliver on customer insights in all communications. Be a customer advocate for the team.
Design and develop communications recommendations for Education & Engagement programs/campaigns.
Analyse the campaign results and understand the impact on customer behaviour and ROI, with a view to utilizing outputs to refine the next round of campaigns for the specific channels
Educational Requirements
First degree from a recognised University in (Finance, Engineering, Commerce, Science or nay relevant discipline.
Experience,Skills & Competencies
Three (3) to five (5) years relevant post NYSC experience
There is an essential requirement for data analysis and critical thinking skills
A Post-graduate qualification would be advantageous
Experience of a combination of the following: Direct Marketing/Customer Value Management, with Customer Data analysis and management reporting (essential)
Project Management experience advantageous
Experience either within the telecommunications advantageous
Experience in campaign development and execution lifecycle
Specialist, Marketing & General Services
Job Summary
To perform the daily procurement activities in an efficient way to guarantee getting the quality materials/services in proper time with competitive prices.
Principal Functions
Receive the end users purchase requests through the category manager
Check the requests to make sure it contains all required details; drawings, specifications, short list bidders, etc.
Prepare the RFX document
Check if the short list bidders are registered in Etisalat
Float the RFX
Communicate the clarifications requests between the end user and the vendor
Receive the offers from the vendors
Communicate with the stakeholders to form a bid committee (when it is applicable)
Documents the received bids
Participate in bids evaluation process
Invite the vendors for negotiations
Participate in negotiations sessions together with the category manager
Prepare the bids evaluation report and get the signature of the bid committee
Get the CEO approval on the bid evaluation report after getting the approval of procurement director
Upload the final offer in the ERP
Prepare the quotations summary sheet and send it to end user department for evaluation (if amount of purchases below N45M)
Get the procurement director signature on the summary sheet
Upload the final prices into the ERP
Follow up with budget and the end user to make sure that the PR is finally approved
Follow with the procurement QA to print the PO
Initiate the PO and get the initial of category manager and approval of Procurement director
Answer the pre audit questions ( if any)
Follow with the procurement QA to make sure that the PO was sent to the vendors
Follow with the vendors for delivery
Follow with end user if there is any complaints
Monitor the exact delivery time to calculate and report the penalties (if it is applicable) to finance department
Follow with the end user and legal to finalize the contracts (if applicable)
Prepare the flash and savings report
Prepare any reports requested by the category manager or Director, Procurement& Contract Management
Educational Requirements
First degree (BA, BSc) in business, Engineering, finance or related field from a recognised university
Experience,Skills & Competencies
Three (3) to five (5) work experience preferably in a procurement environment.
Industry knowledge
Communication
ERP Applications
MS Office especially Excel
Stakeholder Relationship Management
Personal Effectiveness
Customer Focus
Passion for Excellence
Integrity
Empowering people
Growing people
Team work
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