We are recruiting to fill the positions below:
Job Title: Director, Customer Care
Location: Lagos
Job Summary
- Oversee the development and implementation of effective customer care strategies and policies with the aim of enhancing EMTS’s customer base and drive loyalty and retention.
- Provide leadership and direction for EMTS’s customer care operations and bear overall responsibility for quality of service delivery across all customer segments.
Principal Functions
Strategic:
- Participate in and provide inputs to the development of the organization’s overall strategic goals and objectives.
- Oversee and champion the articulation and development of the customer care strategy ensuring alignment with EMTS’s overall strategy and business objectives.
- Demonstrate ownership of, and communicate the customer care department’s strategic direction and objectives to all staff ensuring mutual understanding of roles, responsibilities and accountabilities.
- Provide broad guidelines for the translation of the departmental strategies into specific operational plans and programs.
- Approve and coordinate the execution of the customer care department’s work programmes and plans.
Tactical:
- Collaborate with the human resource department to integrate and institutionalise a customer focus culture and orientation across EMTS.
- Continually review and assess the effectiveness and efficiency of the customer care department’s policies, procedures and processes and identify improvement opportunities.
- Champion and oversee the implementation of improvement recommendations after obtaining all necessary approvals from management and/or the Board.
- Ensure synergy and collaboration in interdepartmental activities and communication in order to facilitate effective and smooth running of the department.
- Oversee the preparation of the customer care department’s annual budget and monitor its implementation.
- Ensure adherence to interdivisional/interdepartmental Service Level Agreements (SLAs).
- Continually keep abreast of beneficial best practices to improve the customer care department’s services.
- Establish relationships with key internal and external stakeholders.
Operational:
- Monitor customer acquisition, retention and churn rate and advise the business on strategies to promote retention.
- Ensure proactive communication of customer feedback to relevant customer facing functions as well as product development functions.
- Oversee the development of appropriate matrices and performance indicators to assess the department’s performance.
- Provide leadership and oversee the day-to-day running of EMTS’s customer care department.
- Work closely with HR to articulate strategies to ensure continued motivation of the customer care department employee.
- Motivate, enthuse and challenge subordinates.
- Oversee the preparation of the customer care department’s annual budget and monitor its implementation.
- Review and authorise key expenditures/transactions of the department in line with approved authority limits.
- Participate in relevant fora and represent EMTS in discussions on customer related matters.
- Ensure synergy of interdepartmental activities and communication in order to facilitate effective and smooth running of the department.
- Review and compile periodic management reports on the activities of the department for the attention of the Chief Commercial Officer.
- Perform other duties as required by the Chief Commercial Officer.
Educational Requirements
- First degree in a relevant discipline.
- Postgraduate/relevant professional qualification is required.
Experience,Skills & Competencies:
- Twelve (12) to Fifteen (15) years cognate experience, of which at least four (4) years at senior management level.
Interested and qualified candidates should:
Click here to apply
Job Title: Head, Regulatory & Compliance
Location: Lagos
Job Summary
- Oversee the activities of the Regulatory & Compliance Affairs unit in maintaining effective relationships with relevant telecoms regulators to ensure an enabling environment for EMTS activities.
Principal Functions
Tactical:
- Provide advisory service with regards to regulatory requirements and ensure compliance with all relevant statutes and laws.
- Provide input in the articulation of a regulatory compliance policy in line with EMTS’s overall corporate goals and objectives.
- Continuously review the unit/team’s activities, 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 including the major telecoms regulator in Nigeria, NCC.
Operational:
- Provide legal and regulatory opinion on all issues that impact on EMTS’s operations from a regulatory perspective, including new legislatures, government policies, etc.
- Ensure compliance with all regulatory obligations within the business.
- Monitor and track trends in the telecommunications regulatory environment likely to impact EMTS and ensure initiation of appropriate response.
- Liaise with the Operations and Carrier unit and assist in the negotiation of interconnect agreements with incumbent telecom operators and new entrants.
- Advise EMTS on possible financial impacts of regulatory developments and trends while highlighting potential revenue generation/cost saving opportunities.
- Monitor and escalate unfair/non-compliance practices by competitors to the Director, Regulatory &Corporate Affairs. Implement the unit’s work programs and plans in line with agreed upon procedures and guidelines.
- Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
- Manage inter-functional relations to ensure synergy across the various departmental functions.
- Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives.
- Monitor and control the budgetary needs of the Regulatory Affairs function.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Regulatory & Corporate Affairs
- Perform any other duties as assigned by the Director, Regulatory & Corporate Affairs
Educational Requirements
- First degree or equivalent in a relevant discipline.
- Postgraduate/professional qualification in a related field is a must.
Experience, Skills & Competencies:
- Eight (8) years’ work experience with a minimum of 2 years in a managerial role
Interested and qualified candidates should:
Click here to apply
Job Title: Head, Internal Control
Location: Lagos
Job Summary
- Partner with senior business leaders to develop strong internal control strategy and implement/maintain a sound enterprise-wide Responsible for aligning the pillars of EMTS internal controls strategy to identify and mitigate risks and consolidate organizational processes and controls while meeting stakeholders’ expectations.
Principal Functions
- Lead the internal control and risk management programs of EMTS from design to implementation
- Maintain an effective internal control environment for financial operations across the company.
- Work with business unit management to ensure mitigating controls are implemented for identified internal audit observations or internal control deficiencies.
- Create a risk assessment program to identify opportunities for process and control enhancements and develop recommendations to ensure risks are sufficiently mitigated
- Participate fully in developing and regular testing of the organization’s Business Continuity and Disaster Recovery Plans and ensure that they are formally approved by the Board of Directors.Report on all events on system failures and other emergency issues
- Coordinate with management and process owners to ensure management action plans are completed in accordance with agreed deadlines, ensuring audits are conducted in accordance with the Standards for Professional Practice of Internal Auditing
- Support management in business practice investigations as requested related to allegations of misconduct, violations of code of conduct, conflicts of interest, theft and suspected fraudulent activities.
- Summarize and communicate to executive management any noted issues, risks, and business impact of controls deficiencies and track remediation to completion
- Create, review, and maintain end-to-end process documents around internal controls including narratives, flowcharts,and risk matrices
- Manage complex changes in business events and system implementations to ensure that processes and IT control areas are being considered
- Work closely with external auditors and third-party advisors to ensure the controls environment meets industry and reporting standards
- Dedicate appropriate resources to managing and re mediating existing deficiencies to establish control in the current environment and play an instrumental advisory role in designing controls in the future state in connection with the Company’s Business Transformation Project
- Oversee the Controls Certification process, move from a passive validation to an in-depth review and redesign of controls where required
- Partner with the Business to create an”early warning” system for the identification and monitoring of control breakdowns, weaknesses, stress points, and other risks to the business
- Strengthen the Controls Environment to the point that Controls are embedded in the mindset of the business
- Review the control set to identify the key controls that are fundamental to the business and reduce the reliance on simple “check the box” controls
- Consult with the business on Control Related matters and initiatives
- Partner with Business Transformation Team to design and implement the Future State environment with a strong emphasis on controls and the push toward a higher level of automation(automated preventative controls versus manual detective controls).
- Ensure the Organization has an approved written risk management policy, which is consistent with the its business strategies,capital strength, management expertise which falls within the overall parameters determined by regulatory authority
- Collaborate with Legal and Internal Audit to Design, Implement, and Govern the Enterprise Risk Management (ERM) program
- Develop monthly, weekly and, where appropriate, daily risk reports for each function that provides functional heads with the quantitative measures identified with respect to risk exposure and control compliance.
- Assess processes and strategies in place to mitigate risks, identify new ways to further enhance the risk mitigation plans and improve the overall risk return profile.
- Advise business areas on technical elements of risk management which involves risk identification, assessment,mitigation planning, monitoring, triggers/responses, evaluation and reporting
- Outstanding ability to summarize complex activities and issues into succinct presentations for a wide range of internal and external executive constituents.
- Experience leading projects and teams.
- Ability to multi-task and meet targets in a high-energy, fast-paced, constantly changing environment.
- Strong collaborative style with an ability to build effective working relationships across functions, geographies and levels.
- Ability to be creative and innovative in accomplishing goals understanding where “tried and true” is the most appropriate course and where “outside the box” thinking is most effective.
- A working knowledge of applications and databases that encompass all business cycles (including key cycles of revenue,expenses, payroll, and financial).
- Expertise in developing and executing data mining and analysis involving Excel or other software for financial and non-financial data
- Proficient in applying audit principles,standards, and techniques in reviewing and testing business/operational systems and an understanding of COSO and risk assessment practices.
- Strong analytical ability, including knowledge of cash flow analysis and financial modelling techniques.
- High ethical standards, unquestioned personal integrity, highly professional and credible, with strong ethics and values consistent with EMTS’ culture.
- Analytical and critical thinking
- Communication skills
- General IT knowledge
- Strong business acumen
Educational Requirements
- Bachelor’s degree or HND in accounting, finance or related discipline.
Experience,Skills & Competencies:
- Eight (8) years’ work experience with a minimum of 2 years in a managerial role
- Minimum 6 years of internal control experience. Consulting experience desired; public and corporate internal audit experience also acceptable.
- Any of the professional certifications such as ACA, CIA, CISA, CFE, ACCA or other acceptable certification is required.
- Advanced knowledge of GAAP, COSO, IIA and other professional standards.
Interested and qualified candidates should:
Click here to apply
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