9mobile is a Nigerian private limited liability company. EMTS acquired a Unified Access Service License from the Nigerian Communications Commission in 2007. The License enables EMTS to provide Fixed Telephony (wired or wireless), Digital Mobile Services, International Gateway Services, and National/Regional Long Distance Services in addition to spectrum assignments in the 900 and 1800 MHz bands.
We are recruiting to fill the position below:
Job Title: Head, Contact Centre Operations
Job: IRC4414
Location: Nigeria
Job Summary
- Responsible for implementing EMTS’ overall customer operations strategy while ensuring effective and efficient operations to meet the organisation’s targets.
- Support the operationalization of quality customer service delivery within the pre-paid, post-paid, social media, and data service environments.
Principal Functions
Tactical:
- Provide input to the development of customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channels.
- Keep abreast of global and local best practice as it relates to the unit’s activities.
- Continuously review the activities of the customer operations unit, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
- Identify required resources, personnel, and funding to achieve the unit’s strategy.
- Establish and maintain relationships with key internal and external stakeholders.
Operational:
- Coordinate the implementation of effective processes, policies and procedures for the Contact Centre Operations unit while reinforcing EMTS’s drive for customer service excellence.
- Provide relevant inputs towards the development of specifications for all CRM, Billing and other Customer Management Systems requirements.
- Ensure the quick and effective resolution of all issues/queries from the various business operations units and escalate to the Director, Customer Care where necessary.
- Ensure the administration of customer service-related trainings in liaison with the Frontline Training & Quality Assurance Unit.
- Foster a culture of continuous improvement.
- Responsibility for Contact Centre roll-out in conjunction with key stakeholders
- Manage inter-functional and vendor relations to ensure synergy
- Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall business objectives.
- Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
- Monitor and control the budgetary needs of the unit.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
- Ensure introduction and continuous enhancement of a Performance Management System in conjunction with Frontline Training & Quality Assurance Unit.
- Ensure adherence to organizational KPIs and make recommendations for the continuous enhancement of the unit’s operational efficiency and reduction of cost to serve
- Implement the work programs and plans of the unit in line with agreed-upon procedures and guidelines.
- Responsible for ensuring Retention Management, Career Pathing, and Succession Management within the CC Operations Unit
- Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
- Perform any other duties as assigned by the Director, Customer Care.
Educational Requirements
- First Degree or equivalent in a relevant discipline.
- Postgraduate / professional qualification in a related field will be an added advantage.
- Minimum of 10 years relevant work experience, with at least three (3) years in a managerial role.
How to Apply
Interested and qualified candidates should:
Job Title: Manager, GL & Reconciliation
Job: IRC4416
Location: Nigeria
Job Summary
- This position manages relevant general ledger accounts and ensures they are properly stated at all times and that all assets and liabilities are properly disclosed in accordance with Generally Accepted Accounting Principles (GAAP) and IFRS.
- This position will lead and manage the general accounting transactions, monthly close process and assist in financial statement preparation.
- It provides guidance on regular performance reporting for management.
Principal Functions
Tactical:
- Provide leadership in guiding the general ledger staff and other internal stakeholders on periodic internal and external audits and other statutory and regulatory requirements.
- Establish and manage effective relationships with key internal and external stakeholders on accounting for business transactions.
- Applies working knowledge and technical accounting principles and practices, financial close processes and controls, and financial statement preparation to daily work
- Demonstrate an appreciable working knowledge of IFRS, Nigerian GAAP, and other relevant rules and regulations pertaining to the telecommunications industry.
- Provide input into the unit’s annual budget.
- Keep abreast of global and local best practice as it relates to the unit’s activities.
- Manage required resources (personnel and others) to achieve the unit’s goals.
- Monitor financial procedures and controls in the light of identified risks and gaps.
Operational:
- Manage an enhanced financial transaction posting process to ensure that company’s financial information is of agreed quality and integrity.
- Manage interdepartmental collaboration within EMTS to ensure that all financial information is complete and correctly captured in the books of accounts.
- Review reconciliation of Balance Sheet ledger balances.
- Review the business division’s inputs into the company’s accrual/commitments.
- Assist with accounting for non-recurring transactions and review of qualification of costs in accordance with company policy.
- Provide research, guidance, and technical memos to business functions within the organization.
- Research and implement new accounting standards.
- Develop and maintain an effective relationship with the external auditors to support external financial reporting, audit, and tax requirements.
- Review and approve relevant general ledger system journal entries.
- Review monthly reports of OPEX spending.
- Update and/or develop general accounting instructions/manual.
- Assist with the implementation of accounting policies and procedures.
- Provide periodic written reports and verbal updates on the status of routine activities and special projects.
- Coordinate staff activities within the unit.
- Provide support to Business managers and other staff members on financial issues.
- Ensure adequate training and development of team members to upgrade their skills and knowledge.
- Plan and coordinate all activities within span of control, shifting personnel between job assignments as required to achieve group objectives.
- Use individual initiative and personal problems solving skills in resolving all but the most significant issues
- Understand and ensure compliance with IFRS, IAS, and relevant GAAP.
- Responsible for month-end, quarter-end, and year-end close processes and provision of month-end schedules as requested.
- Analyze general ledger account balances and provide variance analysis.
- Assist Financial Planning Analysis with Budgeting and Strategic Planning Process.
- Provide generalized financial information and assistance to employees and management.
Educational Requirements
- First Degree in a relevant discipline from a recognized university.
- Professional qualification (CIMA, CFA, ACCA, ICAN, etc.)
- Post Graduate degree – an added advantage
- 6 to 8 years work experience, with at least 3 years in a supervisory role
How to Apply
Interested and qualified candidates should:
Job Title: Analyst, Rewards & Business Reporting
Job: IRC4415
Location: Nigeria
Job Summary
- Assist in the implementation of appropriate compensation strategies, policies, and programs to enable EMTs to attract and retain the best talent organization-wide.
Principal Functions
Operational:
- Assist in providing input in the design and update of the EMTs compensation structure.
- Assist in the planning, execution, and implementation of compensation surveys.
- Ensures all statutory deductions are remitted to the Authorities within the approved timeframe (Tax, Pension, NHF and ECS etc.)
- Monitor prompt submission of payroll-related inputs and review same for accuracy in terms of claims, tax relief, allowances and deductions.
- Run the payroll software ensuring accuracy and completeness of data.
- Keep accurate and up-to-date records of all payroll-related payments made to statutory authorities.
- Ensure prompt resolution of staff complaints on payroll items or payments
- Serve as liaison Officer for staff to the Banks on Loan administration.
- Ensures prompt resolution of queries on statutory deductions by staff.
- Liaise with Employee Services units to ensure that HRMS Oracle Modules are promptly
- Coordinate the processing, remittance, reconciliation and reporting of all payroll related statutory liabilities (NHF, Pension, NSITF), ensuring EMTS’s compliance with all payroll related tax laws regulations.
- Perform other duties as assigned by the Manager, Compensation and Benefits.
Educational Requirements
- First Degree or it’s equivalent in a relevant discipline.
- Minimum of one (1) year post-NYSC relevant work experience should not exceed 6 – 7 years
- Understanding of other HR functions
- General HR Operations.
How to Apply
Interested and qualified candidates should:
support@jobberpage.com