Job Title: Manager, Service Delivery
Location: Lagos, Nigeria
Employer: Etisalat Nigeria
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
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Source: Manager - Service Delivery Job at Etisalat Nigeria (http://www.jobnavy.com/job/25831/manager-service-delivery-job-at-etisalat-nigeria/)