Ikeja Electricity Distribution Company (IKEDC) – Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (Ikeja Electric), Nigeria’s largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion on November 1st, 2013 following the handover of the defunct Power Holding Company of Nigeria (PHCN) to NEDC/ KEPCO Consortium under the privatization scheme of the Federal Government of Nigeria.
We are recruiting to fill the position below:
Job Title: Quality Assurance Analyst
Location: Lagos
Reporting To: Reporting To: Head Customer Care
Job Type: Full time
Role Purpose
- Responsible for setting and maintaining quality standards, identifying gaps, communicating feedback and ensuring that activities are carried out in line with standard best practices.
Responsibilities
- Develop and Implement quality assurance best practices, as well as a robust performance measurement model which will provide a basis for performance monitoring, appraisal and management.
- Identifying operational gaps viz-a-viz global best practice and provide recommendations as appropriate.
- Accomplishes quality assurance human resource objectives by orienting, training, coaching, counselling; communicating job expectations; planning, monitoring, appraising, reviewing job contributions; enforcing policies and procedures.
- Remote monitoring of all customer interactions across the touch points (i.e., Call Centre, Live chat, email, Walk-in, Twitter, Facebook, Back office, Customer Care technicians and Letters)
- Engage in silent monitoring of live calls, in vivo observation of the Call Centre and listen to recorded calls systematically to ensure that Call Centre agents are adhering to standards
- Assess the performance of each individual across all the touch points and provide relevant metrics to all parties.
- Create a culture of continuous improvement by requiring peer-to-peer evaluations and self-evaluations of performances.
- Carry out periodic coaching sessions to provide both qualitative (i.e., examples from call recordings, customer feedback, etc.) and quantitative (i.e., scores from evaluation forms) feedback based on the employee’s performance
- Facilitate and implement a mentorship/remediation plan (i.e., shadow a more experienced agent, have a supervisor coach, etc.) for Customer Care Representatives who consistently fail to make improvements based on feedback
- Evaluate potential Customer Care candidates for essential customer service skills thereby ensuring that they are the right fit for the organization
- Leverage relevant software with a reporting dashboard that provides relevant feedback metrics
Minimum qualifications
- This role requires a first degree in a relevant course
- Minimum of 6 years relevant work experience in a similar role.
Technical Competencies:
- Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
- Good Data Analytic Skills
- Good Data presentation skills
- Good report writing skills
- Hands on experience in the use of various platform monitoring tools.
- Ability to facilitate learning and knowledge transfer sessions
Behavioral Competencies:
- Good team management skills
- Willingness to take additional responsibilities
- Time and resource management capabilities.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Non Maximum Demand Support Officer
Location: Lagos
Reporting To: Non Maximum Demand Revenue Specialist
Job Type: Full time
Role Purpose
- Responsible for setting up, monitoring and managing the prepaid meters database with a view to maintain an accurate database.
Responsibilities
- Review and process energy adjustments after necessary approvals
- Monthly reconciliation of total energy adjustment
- Review reconciliation documents from the business Units for set up of prepaid accounts on the AMI Platform and Ultima
- Set up of all new Prepaid accounts (CIS & Ultima) on the vending platforms according to set guidelines
- Responsible for analyzing and interpreting customer complaints by using statistical techniques and collected data base to resolve it.
- Develop and implement data collection to reduce error and optimize efficiency.
- Evaluate and spread customer’s arrears when the requests are sent from business units.
- Non Maximum Demand Database maintenance
- Responsible for handling customer vending related issues on PPM platform
- Trouble shoot and resolve offline customer’s profile-related issues
- Daily installation quality checks and certification report
- Ensuring compliance with set installation standard by tracking installation progress on a feeder and DT basis.
- Comply with Quality Management System / Occupation Health & Safety requirements including objectives and applicable regulations relating to assigned jobs
- Assist in Carry out any other duties as requested by the Unit Head and Head of Department.
Requirements
Minimum qualifications:
- This role requires a first degree or its equivalent diploma qualification
- Requires between 0 – 3 years relevant work experience
Technical Competencies:
- Electricity Regulations and Policies
- Data Gathering and Analysis
- Customer Focus
- Customer Support
- Payment Solutions/ Strategy
- Non Maximum Demand Meter Reading
- Non-Maximum Demand (NMD) Management
- Energy Loss Reduction Techniques Management
Behavioral Competencies:
- Communication and Interpersonal Relations
- Supervisory/Managerial Skills
- Problem Solving and Decision Making
- Managing Resources
- Business Focus.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Non Maximum Demand Metering Supervisor
Location: Lagos
Job type: Full time
Reporting To: Non Maximum Demand Metering Specialist
Role Purpose
- Will be responsible for assisting Non Maximum Demand metering lead in the overall management customer meters in the respective Business Units
Responsibilities
- Coordinate all NMD customer metering activities for the Business Unit
- Part responsibility for commercial loss reduction initiatives for the respective BU
- Prepare Weekly plans based on Monitoring oversights, exception escalations and customer complaints
- Ensure investigation of customer metering complaints assigned and providing technical comments on various investigations.
- Ensure the resolution of all technical and non-technical issues relating to the customer metering/complaint within 72 hours of escalation
- Ensure adequate management of seals deployed to the Business Unit.
- Ensure BU meter installation/commissioning/maintenance targets are met
- Overall responsibility and control for the quality of metering infrastructure
- Periodic customer meter re-certification and validation for energy accuracy
- Weekly Performance reporting
- Monthly performance appraisal presentation
- Ensure technical and commercial feasibility checks and customer account number authentication
- Assisting team leader-New Service for final authorization of new service applications acceptance, rejection; estimate requirement for establishing/updating landlord agreement
- Allocation and Implementation of new customer service/load change/name change/address change applications for the respective BU
- Carry out any other duties as requested by the NMD metering specialist or other superior officers in line with agreed work process or service level agreements
- Manages and develops the productivity and capacity of other team members
- Comply with Quality Management System / Occupational Health & Safety requirements including objectives and applicable regulations relating to assigned jobs
Minimum Qualifications
- This role requires a first Degree or its equivalent Diploma qualification
- Requires at least 3 years relevant work experience
Technical Competencies:
- Electricity Regulations and Policies
- Data Gathering and Analysis
- Customer Focus
- Customer Support
- Non Maximum Demand Meter Reading
- Non-Maximum Demand (NMD) Management
- Energy Loss Reduction Techniques Management
Behavioral Competencies:
- Communication and Interpersonal Relations
- Supervisory/Managerial Skills
- Problem Solving and Decision Making
- Managing Resources
- Business Focus
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Litigation and Investigations Supervisor
Location: Lagos
Reporting To: Head Legal & Regulatory Compliance
Job Type: Full time
Role Purpose
- Provide legal and regulatory support to the Company’s operations
Responsibilities
- Provide needed support in the effective management of all legal and regulatory matters across the Business Units and Undertaking offices.
- Interpret, explain, implement and enforce legal and regulatory policies, objectives, codes across the Business Units and Undertaking Offices.
- Provide first line of legal support in effectively managing cases of vandalism, assault and tampering with Company’s assets and network.
- Effectively liaise with all legal and law enforcement stakeholders including lawyers in handling case investigations and prosecutions of cases.
- To provide legal support in evidence gathering for the prosecution and defence of cases.
- To provide support in driving compliance with laws, regulations and policies.
- Provide opinions and clarifications on court matters
- Carry our research related activities and documentation of contracts where necessary.
- Assist in liaising with external parties and legal advice to Business Units and Undertaking offices.
- Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs.
- Perform other tasks as may be assigned by the Head of Department.
Minimum Qualifications
- Bachelor’s degree in Law
- Experience in civil/criminal litigation and other ADR mechanisms.
- Knowledge of the legal and regulatory framework of the electricity industry.
- 5 years’ experience with at least 4 years in a comparable role.
Technical Competencies:
- Legal Advisory
- Legal Drafting
- Litigation and contract management
- Stakeholder management
Behavioral Competencies:
- Communication and interpersonal relations
- Supervisory skills
- Problem solving and decision Making
- Managing resources
- Business oriented
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Back Office Support Lead
Location: Lagos
Reporting To: Head Customer Care
Job Type: Full time
Role Purpose
- Responsible for all related back-end functions ranging from processing of escalated complaints from all touch points, request from customers done remotely, troubleshooting with other departments to ensure resolution, implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.
Responsibilities
- Escalation Management: Responsible for processing specific complaints received by the CCRs across various touch points. The complaints handled by the back office team are complaints that require second level checks authentication and validation before subsequent processing.
- Service Scheduling: Responsible for spooling, validating, batching and mapping PPM/AMI complaints to the technical support team as well as updating feedback and resolution points.
- Pre-authorization: Act as the central collating and dispatch point for payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team.
- Application Management: Ensure that all Customer Care applications and portals are functioning and are updated as appropriate as well as escalating and following up with vendors/service providers to ensure that downtime are resolved and these applications/portals are accessible at all times.
- Eligibility Review: Review and validate all access and system credential requests prior to authorization by the Head Customer Care.
- Information Support: Provide first level support for the customer care team in accessing information with restrictive access rights. This provides some form of control in the sensitive information stream.
- Act as middlemen between Ikeja Electric and all vendors/contractors in communicating complaint trends, highlighting potential flags to and from customers for a quicker resolution.
- Payment Processing: Liaison with Channel partners (FCMB, ETOP, QUICKTELLER, BAXIBOX etc.) in authenticating, validating complaints and customer payment claims as well as providing feedback via approved platforms.
- UAT Management: Coordinate and supervise all User acceptance tests prior to the deployment of any application, software or soft tool to be used by the team.
- Working with cross functional teams/departments in ensuring that complaints escalated from the Frontlines across all touch points are handled promptly and given appropriate resolution within approved timeframes.
- Platform Monitoring: Acts as the 1st level authentication personnel by checking and ensuring data integrity on all customer data input platforms by carrying out checks on the Customer data entered across various touch points, checking its correctness and flagging all exceptions.
- New Service Maintenance Support: Supports the new service team by:
- Managing a database of daily meter installations
- Analyzing meter installation reports and flagging all exceptions
- Authenticating and monitoring requests for the “stop-billing” process which ensures that the new prepaid customers stop receiving post-paid bills
- Consistent liaison with IT and Billing to sustain an effective maintenance portal.
- Liaison with cross functional teams in ensuring that all portals and platforms supporting operations of the new service team are operational.
- Ensuring that all maintenance are sent before the due date and following up with relevant stakeholders to ensure that they are processed timely.
- Carrying out all other functions as designated in line with achieving the departmental objectives.
Requirements
Minimum qualifications:
- Relevant Bachelor’s degree with a minimum of 8-10 years relevant work experience in a back-office position in a service company
Technical Competencies:
- Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
- Good Data Analytic Skills
- Good Data presentation skills
- Versatile and good working knowledge of platforms and application management
- Behavioral Competencies
- Ability to work under pressure and multi task effectively.
- Good Verbal communication & interpersonal Skills.
- Attention to Detail.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Deadline: 9th April, 2019.
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