Airtel Nigeria Is Recruiting

Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.

A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more nigerians.

In Nigeria, Airtel is working tirelessly to live up to an ambitious vision of being the most loved brand in the daily lives of Nigerians as it offers a superior brand experience and a portfolio of innovative products & services ranging from exciting voice solutions to inventive data packages and mobile broadband.

Regional Enterprise Service Manager, Lagos

Service Activation Experience

Design service delivery model for all new activations based on customer peculiaritiesDraft welcome letters and communications to all SME, Corporate, Enterprise customersWork with Key Account Managers to drive Enterprise activations in the assigned zonesOwn the process of activation, migration and deployment of service once sale has been concludedWeekly report on ES service executives' activities

Service Experience & Assurance

Process mapping of ES Executives' to accounts and KPI trackingProcess improvement and eradication of bottle necks that affect resolution TATEnsure ES Service Executives allocated accounts conduct scheduled visits and calls to determine customer needs Visit to customers in cases of disputes/ appreciation

Service Recovery

Make recommendations to product owners based on customer behavior through lifecycle reporting and analysis.Strategizing, implementation & controlling various initiatives for customer complaint reduction & retention.Conduct Root cause analysis on customer complaints and highlight insights to the Regional HV Head.Identify customer pain points and review with Process Owners to ensure correctives.

Customer and Service Retention

Plan Service Camps targeting top 20/80 accounts within AOP budget Ensuring and driving quality of interactions from all touch points for Enterprise customers.Organise Quarterly ''Thank you'' forums for customer loyaltyConduct surveys to ascertain level of customer satisfactionRegular review of  ES service executives' assigned accounts

Collection and Revenue Assurance

Drive bill collection within RegionEnsure closure of all reconcilliation disputes before the next bill cycleOwn process for prompt receipt of vendors' required documentation to reduce delays in bill paymentsProcess approvals for all PTP (Promise To Pay) and ensure customer commitment to agreed dates3-5 years of Customer service experienceExcellent organizational, communication skills, and attention to detail.Advance proficiency in Microsoft Word and ExcelProject management skills will be an advantageGood understanding of the Enterprise business

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1. Ensure timely completion of new/renewal contract

Manage the processing of Network related contracts from project brief to contract completion in conjunction with the Legal department

2 Preparation of Network BOQ

TO be familiar with preparation of BOQ (Bill of Quantity) for Telecom products i.e 2G- BTS, 3G – Node B, Microwave, Transmission eqp (DWDM & SDH)  etc

3. Timely issuance of PO

Manage the end to end Purchase Order process for procurement of goods and services within their area of responsibility in line with approved purchasing requests.

4. Vendor Management

Manages the relationship with vendors in accordance with company guidelines, to support the realization of agreed procurement contracts.

5. Co-work efficiency

Provide accurate information and guidance to managers and other staff in Support of the planning, budgeting and goal setting processes to establish procurement goals.

6. Pricing and contract management

Manage price & contractual negotiations in line with favorable payment terms, statutory regulatory requirements, competitive pricing, quality assurance and delivery timelines favorable to the company.

7. Reporting

Generation of required Procurement reports(spend & savings report, contract management report, Single source & emergency request report)

8. Ensure process are in place and strictly adhered to

Manage sourcing process for recommending/identifying the most suitable vendors required for projects/tasks

9. to End Vendor support

Provide payment support services(i.e.  reconciliation/confirmation of invoices against vendor claims as against audit exercises

10. Vendor Perofmrance Evaluation

Vendor Performance evaluation to ascertain vendor competence & capabilityBachelors degree preferably EngineeringMasters in Business Administration would be preferred additional qualification dependent on experiencentMinimum 10 years working experience with at least five years in Network ProcurementStrong ethicsHigh Discipline and professionalismSelf-Motivated and PassionateTeam player

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