Manager – Client Success Quality Management, Enterprise Business

Role Overview

• 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.
• 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

Requirements

• First Degree or equivalent in Social or Management Science Course
• Professional Certification or MBA/MSC (added advantage)
• Fluent in English.
• 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

Benefits

• Health insurance
• Professional development opportunities