WARNING
Do not apply if you are not Cameroonian
Local contract

An operator is looking for his GM Customer Service

The mission is to ensure that the operator provides world class customer service to their customers which will ensure that the company image is improved resulting in the profitability to the company being enhanced.

Context:
 Continuous improvement of policies; procedures and processes
 Diversified technical and behavioural competencies needed
 Dynamic economic; regulatory and political environment
 Highly dynamic telecommunications industry
 Operator group expectations of best practice
 Operator OPCO business plan
 Rapid growth and expansion of the operation operations
 Shortage of talent


Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's) 
Key Tasks: 
Assist with the development and implementation of the customer centricity strategy for the organization and clearly establish the milestones in order to achieve the strategic objectives 
Oversee the definition of the customer experience along all moments of truth (buying; activation; utilization etc.) in order to define and set the customer service standards across all segments 
Establish an implementation plan ensuring consistency of customer engagement across the various customer touch points in terms of the physical; emotional and brand experience 
Ensure that the customer strategy is aligned to the business priorities and objectives in order to ensure cross functional consistency 
Ensure the competitiveness of the operator in the market place through effective delivery of high quality customer services 
Facilitate the development of management process with an emphasis on customer services 
Identify all priority areas delaying service excellence and ensure that solutions are effectively implemented in order to address these 
Define; establish and maintain the customer loyalty metrics for the organization 
Oversee customer data management and customer intelligence – thereby creating a culture of customer information excellence 
Define call centre and service centre operational parameters and ensure that they meet set targets and standards 
Direct vetting; fraud management; billing; account management and collection of post paid subscribers in order to meet revenue targets and minimize bad debt 
Manage the synergy between the business needs and technology development 
Ensure goals for productivity; quality; turnaround time and customer service are all met 
Develop; review and implement policies and procedures where necessary in order to develop a continuous improvement philosophy 
Establish and ensure that appropriate control systems required for the effective operations of the division are in place 
Prepare; monitor and control the annual departmental budget to ensure expenditure is in line with the business plan 

Supervisory / Leadership / Managerial Tasks:
 Direct and monitor work of subordinates
 Ensure the team is led; motivated and rewarded to achieve key performance areas
 Manage the performance and deliverables of direct and indirect reports to ensure that the objectives of the department are achieved
 Possess the authority; presence and integrity to command respect from colleagues and from external contacts
 Provide clear direction and communicate the implication and interdependencies of each functional unit
 Provide clear direction and manage performance of the team
 Recruit staff for appointments
 Set goals for direct reports; monitor progress and maintain motivation
 Set up appropriate structure to meet departmental management objectives
 Skills transfer to ensure staff development; motivation and business continuity
Role Dependencies:
 MIS efficiency
 Calibre of Line managers and support and commitment towards corporate services
 Relationship with the Executives
 Relationship with regulator and other external stakeholders

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities (improvement/innovation inherent)
 Combine strategic work with operations
 Create a conducive; enabling and empowering environment for improved performance
 Develop staff to support customer enhancement drives
 Enhance customer service delivery through improvements in the customer care and services provided to customers both pre and post paid
 Manage the integration of multiple processes; disciplines; technologies; products and customer segments whilst leading the introduction of new and future processes; technologies; products and customer segments concurrently
 Manage the relationship between strategic intent and required means
 Responsible for managing the means by which the mission of the organization is achieved
 Review the Customer services operational structure so as to ensure that it supports the customer care initiatives (quality management in contact centres)

Vulnerabilities (control span).
 Appetite for change in the organization
 Calibre and level of skills within the organization
 Customer perception
 Inadequate documentation of policies; procedures and other process documentation in the operator's OPCO
 Inconsistency in service delivery across the customer touch points
 Interdepartmental dependencies and relationships
 Lack of understanding regarding customer / consumer behaviour
 MIS
 Tenuous market perception

Collaboration: Refers to formal and informal relationships Responsibility towards:
 Direct reports, Customer Enablement and Administration Support; Credit Management; Call Centre Managers; Service Centre Managers
 Matrix reports, Sales Channels; Marketing Departments
 Key customers, Pre and Post Paid Customers
 Key suppliers,
 Other relations, operator Business Units

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement. Independent thought and Judgment:  Demonstrate sound judgment by testing many different clusters of possibilities  Definition of the customer experience along all the moments of truths  Driving a seamless link between all other departments
Authorities:
 Approval of headcount and budgets
 As per delegation of authority

WARNING
Do not apply if you are not Cameroonian
Local contract

Languages: French and English

Minimum Requirements
Education:
 Bachelors degree – Commercial
 Professional Qualification
 Post graduate degree (MBA preferable)
Experience:
 5 – 8 years management experience within a multinational environment; 4 years at a customer experience management level with the telecommunications environment
Training:
 Communication planning
 Corporate governance
 GSM
 Interconnect
 Legal frameworks
 Networking

Non renseigné