Job Summary Develop and implement performance/quality management strategy and plans, including resources, systems, timescales and financials to support, contribute to and integrate within the organisation’s annual business plan and long term strategy. Principal Functions Responsible for monitoring network performance to ensure conformance with formulated performance strategy and KPIs Responsible for Operating and managing all Performance monitoring tools in the Quality of Service. Responsible for all the Service Assurance Tests on the network Responsible for Data and IP performance monitoring and reporting Responsible for delivering all quality of service projects, trials that will improve the performance of EMTS Etisalat Nigeria Network Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall team objectives Responsible for Benchmark Drive Test and Network Quality Check Liaise and co-operate with quality management and standards bodies (e.g., NCC, Government Departments, etc) Manage all VIP Customer Complaints till resolution Responsible for defining KPI threshold for Etisalat Nigeria Technical Vendors Responsible for defining and ensuring implementation of relevant policies, processes, and procedures for quality of service Monitor and communicate standards created by external bodies and integrate within internal quality management systems. Ensure proper management and timely implementation of all strategic initiatives within unit Monitor and Control the Budgetary needs of the unit Track the best practices for quality of service in the Global telecoms market and advice the Director, Network Architecture, Process & Audit as required Develop and maintain systems to measure performance against established standards. Monitor performance (in relevant areas) according to agreed standards and take necessary action to communicate/advise/assist according to performance levels. Establish and implement necessary communication strategy for the improvement and awareness of quality issues across all departments. Plan and manage the team’s activities in accordance with agreed budgets and timescales. Report as necessary on changes in standards (internally and externally initiated) and on performance against standards. Liaise with customers and suppliers (where impacting/affected by quality issues) Manager inter-functional relations to ensure synergy across the various departmental and Technical functions Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Network Architecture, Process & audit Plan and manage the human and material resources of the unit to optimize performance, morale and enhance productivity Oversee the planning, prioritization and assignment of targets and tasks to the Network Performance Unit Perform any other duties as assigned by the Director, Network Architecture, Process& Audit Educational Requirements First degree in Engineering or a related field Experience,Skills & Competencies Nine (9) to Twelve (12) years relevant work experience in the Performance and Quality of Service field with three (3) years in a Managerial role. Network Performance Service Continuity Management, Monitoring and Control Telecommunications & Mobile Network Standards & Specifications Teaming Communication Problem Solving Passion for Excellence Integrity Empowering people Growing people Team work Customer Focus
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