Application Open

April 18 2019

Application Deadline

April 29 2019

Experience Level

3-5 Years

Experience Years

3 - 5 years

Industry

Telecommunication

Related Courses

Computer Engineering Computer Science

Posted 1 month ago | 8 people are looking at this

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Customer Experience Projects (Supervisory)

Posted by

MTN Nigeria

POSITION: Customer Experience Projects (Supervisory)

JOB TYPE: Full-time

LOCATION: Lagos

SALARY: Competitive

MIN QUALIFICATION: HND, Second Class Upper

AGE LIMIT: No age restrictions

JOB DETAILS

Description

Job Description

  • To ensure proper design, implementation and comprehensive assistance in project initiation, planning, technical support execution, control and closure to facilitate CEX projects within assigned division/ department
  • Assist with project delivery within budget (time and financial) and within defined quality criteria.
  • Provide Programme Manager with up-to-date financial position on all projects.
  • Assist in compiling project charter including projecting project scope, problem statement and goal statement.
  • Assist with project-planning in line with recommended tool sets.
  • Track project activities and compliance with planning guidelines and project plans.
  • Co-ordinate input and maintains plans throughout project life cycle.
  • Gather project status and assist in providing up to date information on all projects (where applicable) to Program Manager.
  • Track and monitor identified risks and proactively escalate them in accordance with related escalation rules (where applicable) and procedures.
  • Measure progress per work stream and team members against weekly targets and deliverables.
  • Schedule and track quality assurance reviews and assist with formal project success reviews.
  • Accurately determine, assign, track and manage project task, activity, documentation and time information per internal standards as applicable and relevant to CEX Projects
  • Provide professional inputs and advice to the Manager in developing a project management strategy and plan.
  • Apply best-in-class processes and procedures for effective project management in support of all stakeholder units
  • Create and monitor audit trails of all CEX implemented changes.
  • Conduct CEX change readiness assessments, evaluate results and present findings to the CEX change board.
  • Manage relationships with key customer impacting business units for service efficiency.
  • Provide support in the design, execution, analysis and communication of customer research and feedback
  • Analyse CEX Strategy’s implementation, results and actions from closed loop feedback
  • Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Online Social media .
  • Provide insight into essential project metrics, monitor and execute SLAs to stakeholders.
  • Keep abreast of business process changes and communicate these to team members.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Job Condition:

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Open plan office

Experience & Training
Education:

  • First degree in Business, Computer Science or related field
  • Fluent in English

Experience:

  • 3-7 years’ experience in an area of specialisation; with experience with working with others
  • 3+ years’ experience in project management
  • Experience working in a medium organization
  • Knowledge of industry best practices (ITIL, PMI, and CMMI) will be an advantage
  • Strong analytical skills
  • Data Management
  • Strong Microsoft Excel and PowerPoint skills
  • Business Planning and Analysis, preferably within the telecommunications sector
  • Competitive and Marketing Research
  • Project Management Reporting
  • Solution Architecture and System Integration expertise

Minimum Qualification

  • BA, B.Ed, B.Eng, B.Sc or HND

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