Post: Manager.Customer Relationship Management
Organization: Etisalat
Location: Abujah, Nigeria
Salary: Attractive.
This role
requires a mix of business and technical management skills (service ownership
role).
The
successful candidate will oversee, maintain and provide operational support to
Etisalat Nigeria's repository of customer facing and front-line solutions.
He or she
will lead a team of Specialists and Analysts who form the solution support.
Drive service innovation, support all enhancements and new implementations in
the associated OSS/BSS domains and liaison with vendors/partners and end users
on matters related to strategy, product evolution and service quality.
Principal Functions
·
Manage
and oversee the analysis, build, design, implementation and acceptance of new
products configuration in the customer facing and front-line /voucher
management and mediation modules;
·
Oversee
implementation, integration and upgrade of new/existing solutions in the Customer
relationship management module (CRM) enterprise wide;
·
Oversee
resource planning for the order handling process for SIM cards, recharge
vouchers and ensure the demand requirements are met within stipulated
timelines;
·
Oversee
the technical scoping, capacity planning, hardware sizing and system functional
requirement availability for the customer facing and front-line systems;
·
Ensure
timely delivery of all enhancements, initiatives and projects;
·
Prepare
RFxs, business cases and audit statement of compliance and functional
requirements for customer facing and front-line solutions;
·
Manage
the daily activities of the Customer Management team to ensure constant system
availability, acceptable end user experience and perform routine and ad hoc
maintenance activities;
·
Work
with the IT Strategy, Infrastructure and Service Management teams to ensure
adequate resource capacity is available to meet business demands;
·
Ensure
all queries from internal customers are resolved within agreed SLAs;
·
Coordinate
the monitoring and documentation of operating procedures and resolution of slow
performance issues;
·
Ensure
the provision of support functions down to the last line of support (for
problems relating to database and operating systems) before escalating to IT
vendor;
·
Assist
in planning and managing the human and material resources of the unit to
optimize performance, morale and enhance productivity;
·
Manage
inter-functional relations to ensure synergy across the various departmental
functions.;
·
Prepare/compile
agreed periodic activity and performance reports for the attention of the Head,
OSS & BSS;
·
Attends
all meetings and provide all required reports/KPIs in a timely manner;
·
Perform
any other duties as assigned by the Head, OSS & BSS.
Educational Requirements
First degree
or equivalent in Engineering, Computer Science/IT, or a related or relevant
discipline. Postgraduate and/or
professional qualifications in related fields will be an added advantage;
Strong
experience implementing / integrating call centre / CTI solutions. Specifically, good working knowledge of the
Avaya Call Centre suite will be a great advantage,
Good
technical knowledge of integration /middleware technologies and approaches,
core network elements (e.g. SMSC, USSD GW, VAS platforms, etc.) including experience
of the Intelligent Networks (IN)/Charging platforms, voucher management, CRM
tools, etc.;
Knowledge
of/familiarity with TMF or related / comparable standards will be advantageous.
Experience,Skills & Competencies
Between six
(6) and eight (8) directly relevant post-NYSC work experience in the
telecommunications industry in Nigeria or key markets in Africa, preferably in
a team-leading or supervisory role
Ideal candidate must be able to
demonstrate:
·
Experience
with producing business cases and Unified Modelling Language (UML)/other
renowned solution modelling experience;
·
Ability
to communicate complex technical details in very simple and clear business
terms;
·
Effective
at influencing and negotiating solution options.