Graduate Job Positions at MainOne Cable Nigeria

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MainOne's success is built on having talented and highly proficient people within their respective fields as the driving force behind our business A job in MainOne is different from any other you have had. With joining MainOne you'll be challenged, inspired and proud as you become a part of something big. We are recruiting to fill the position below:   Job Title: Service Management Officer Location: Lagos Department: Commerical (Sales & Marketing) Reporting Line: Customer Service Supervisor Responsibilities

• The Service Management Officer will be responsible for monitoring and reporting service levels in line with customer contracts, as well as managing assigned accounts and relationships to ensure customer retention and increased network utilization.

Other responsibilities include:

• Serve as the primary customer contact for technical and business issues for assigned accounts.
• Manage change requests and contract renewals.
• Manage special requests like bandwidth on demand, relocation, migration, IP address requests, price reduction, additional capacities etc.
• Introduce new product offerings and features.
• Liaise with Sales, Marketing, Technical and other customer-facing functions to implement agreed SLA standards aimed at enhancing customer satisfaction and promoting loyalty.
• Effective monitoring and reporting of customer performance and utilization.
• Regular customer engagement via calls and visits.
• Schedule and attend customer service review meetings as required.
• Initiate discussions on up sell /cross sell and refer to Sales team.
• Follow up with the technical team to ensure timely equipment retrieval from churned clients for re-use.
• Review and reconcile qualified outages or any breach in SLAs especially upon requests.
• Continuously review processes and behaviors across all points of contact with customers to ensure optimal customer satisfaction and identify areas for process improvement.
• Schedule and execute customer service review meetings and attend customer events (as required) for assigned accounts.
• Track/monitor operational issues and follow up with assigned personnel to ensure timely resolution of problems.
• Manage the process for communicating scheduled outage/emergency activities to internal and external customer base on a timely basis, ensuring availability of accurate data for escalation.
• Perform other tasks as may be required
• Ensure customer data is updated and customer activity effectively tracked in sales force.

Qualifications

• Bachelor's degree in a relevant field.
• At least two (2) years of relevant experience.

Competencies Required:

• Very good interpersonal and relationship building skills.
• Very strong oral and written communication skills.
• Mature and able to coordinate diverse teams and functions in the achievement of a common goal and priority.
• Detailed oriented and able to take ownership of assigned tasks.
• Accountable and dependable.
• Strong organisation skills
• Proficiency in the use of MS Office suite.
• Ability to develop an in-depth knowledge of MainOne’s product and service offerings.
• Ability to manage difficult situations and customers.
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• Keen attention to detail.
• High level of integrity and professionalism, especially in dealing with highly confidential information.
• Time and priority management skills.Very good analytical and problem solving skills.

    Job Title: Service Support Officer Location: Lagos Department: Commercial (Sales & Marketing) Reporting Line: Customer Support Manager Responsibilities

• The Service Support Officer will be responsible for liaising with the relevant technical units to ensure the maintenance of contracted service quality as well as the timely resolution of escalated customer issues.
• The Service Support Officer will also provide performance reports, track SLAs, repeat issues and service credit requests to facilitate customer retention.

Other responsibilities include to:

• Establish and assure the contracted service quality
• Work with the Operations and Vendor Management teams to obtain Service Improvement plans for non-performing vendors.
• Escalate repeat incidents for Management visibility.
• Review customers’ performance report for accuracy before sending to customers.
• Engage customers for convenient window for maintenance activities and provide feedback to the operations team
• Advise Technical teams on areas of low performance and request improvement plans.
• Reconciliation of availability reports and service performance with customers.
• Liaise with Finance to process service credits for customers in cases of SLA breaches.
• Support GNOC by providing customers’ escalation matrixes.
• Work with operations to ensure newly connected customers are included on the Network Monitoring tools such as inter-mapper, IV portal etc.
• Assist in managing customers in case of POP outages and prolonged service outages.
• Arrange service review meetings with customers.
• Work with the IP team to report customer traffic utilization trends for upsell and/or cross sell opportunities.
• Collaborate with the GNOC to identify customers who have powered down their communication devices over a period of one week, for escalation to Account Manager’s or Service Management Officers to engage them to prevent churn.
• Advise the Operations team of terminated services for equipment retrieval and removal of such circuits from monitoring tools to free up licenses for future use.
• Work with all stakeholders to ensure maximum customer satisfaction at all times

Qualifications

• Bachelor's degree in a relevant field.
• At least two (2) years of relevant experience.

Competencies Required:

• Very good interpersonal and relationship building skills
• Strong oral and written communication skills
• Keen attention to detail
• Accountable and dependable
• Proficiency in the use of MS Office suite including MS Project and advanced Excel skills
• Ability to develop an in-depth knowledge of MainOne’s product and service offerings
• Ability to manage difficult situations and customers
• Ability to read, analyse and interpret general business documents (terms and conditions, technical procedures, etc.)
• High level of integrity and professionalism, especially in dealing with confidential information
• Time and priority management skills
• Excellent analytical and problem solving skills.

    Job Title: Business Process Manager Location: Lagos, Nigeria Department: Corporate Services & Development Reporting Line: Head, Corporate Services & Development Responsibilities The Business Process Manager shall be responsible for managing and executing process development in MainOne. The Business Process Manager will lead the Business Process Unit with responsibilities that include business process review/improvement, organizational design and coordination, performance management, organisational learning & knowledge management, culture management and succession planning. Specifically, the responsibilities shall include to:

• Develop process models including maturity and continual improvement programs for Departments in the company
• Drive the executions of strategic initiatives on which strategic objectives are anchored.
• Coordinate the process of cascading corporate objectives to all staff performance indicators using the Balanced Scorecard.
• Track/Monitor the performance measures and indices of all staff on a periodic basis using the Balanced Scorecard.
• Ensure the compliance of organisational culture that enables  employees to perform in accordance with the company’s objectives.
• Define and apply a structured process management approachand   methodology to build and monitor MainOne’s processes and procedures
• Identify additional customer needs that were previously unrecognized by the business owners and involve business owners in developing solution options.
• Develop structure and order to undefined problems and/or large scale problems, making them easier to address and solve.
• Constantly improve methodologies and measurement frameworks
• Communicate change and provide training to impact business units
• Anticipate issues and risks and act to mitigate these quickly; handle any unforeseen roadblocks swiftly and effectively.
• Identify end- to-end re-engineering opportunities across the business
• Manage all auditing efforts for Mainone’s processes, procedures and internal documentation
• Direct Team's work efforts towards customer outcomes and expectations.

Qualifications, Skills & Competencies

• Bachelor’s Degree in any Social Science or any related discipline, Masters will be an added advantage;
• Minimum of 10 years’ experience with at least 5 years in extensive Business Process Management and Functionality
• Green Belt Six Sigma Process Certification will be an advantage
• Must have good working knowledge of the Telecommunication Industry
• Experience in training and curriculum development is preferred
• Strong Project Management Skills
• Should have high energy and sense of urgency
• Excellent Written and oral communication
• Strong analytical skills; ability to read and interpret complex written information
• Expert in all Microsoft Office Programs including, but not limited to: MS Word, MS Excel, MS Outlook, Power Point, Access.
• Ability to actively transform innovative ideas to reality
• Must be flexible and able to adapt to the needs of the business, analyse and interpret data efficiently
• Proven track record of leading and making significant contribution to successful delivery of project
• Must be a self-starter and be able to prioritise activities to suit the dynamic business conditions of MainOne.

    Job Title: Product Analyst, Data Centre Location: Lagos Department: Commercial Reports to: the Product Manager, Data Centre Responsibilities

• The Product Analyst, Data Centre will provide support in product development and management of the Data Centre.
• He/She will assist the Product Manager in increasing sales and profitability of the DC to achieve commercial revenue targets.

Specific responsibilities include:

• Support product manager in providing the sales team with the necessary product expertise to enable sales of the product. This involves drafting and sharing printed and electronic promotional material, FAQs, presentations, product training, and relevant papers.
• Support all product related enquiries and work collaboratively with colleagues in Sales, CSD, Marketing communications and Technical solutions to address any issues that may arise.
• Support development of proposals for strategic sales opportunities.
• Conduct technical research, market research and competitive intelligence gathering efforts with direction from product manager.
• Provide administrative support to sales and customer facing teams on pre and post sales activities i.e. Service detail confirmation, Customer onboarding meetings, 1st level contract review.
• Support sales and data center service delivery teams with pricing, data center tours, customer requirement gathering, sales calls and negotiation meetings for smaller footprint deals.
• Track profitability of new products and services post-implementation and develop further product or service optimization, in response to business needs and requirements
• Assist with the development of Go-To-Market plans and support content provision for advertising, promotion and sales aids in accordance with the data center marketing plan.
• Support product manager in coordinating marketing programs for demand creation, lead generation, lead tracking and management.
• Provide marketing support to other team members on product solutions.
• Travel as needed to specific events to create brand awareness.

Contacts:

• The successful candidate will be required to liaise and interface with both internal and external customers, and other groups/departments to meet the set goals and objectives.
• This includes the Technical team, Project Management, Sales, Finance, Data Service Operations, Legal, and other members of the Marketing team

Qualifications, Skills  & Competencies

• A Bachelor degree or equivalent in Engineering, Computer Science or Social Sciences
• 2-3 years’ experience including product development, research and analysis, marketing communications, project management and product implementation, preferably in a telecommunications environment
• Understanding of relevant technology systems and networks will be an advantage
• Market Research skills
• Strong Analytical Thinking
• Problem Solving
• Relationship Management – internal and external
• Team work
• Excellent Communication Skills – written, oral, presentation
• Proficiency in MS Office especially MS Excel, Word and PowerPoint
• Customer Satisfaction Measurement
• Data Management
• Good knowledge of Technology and Telecommunications Business

Demand on the job:

• Ability to meet set milestones and deliver on time, on budget and with the required quality levels
• Ability to clearly communicate vision and details to the development team.
• Demonstrated high-level of creativity and design.
• Attention to detail while working in a fast-paced environment.
• Ability and willingness to work long hours and meet tight deadlines
• Ability to work with minimal supervision
• Some travel may be required

  How to Apply Interested and qualified candidates should: Click here to apply

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