MFS Process and Quality Assurance Manager (Grade 13) Job Opportunity at Tigo Tanzania, March 2018

AJIRALEO

MFS Process and Quality Assurance Manager (Grade 13)
JOB PURPOSE
Drive the MFS Strategic Direction through Monitoring Processes and Procedures, Systems and Channels for Continuous Improvements to enhance the overall Customer Experience, Business Productivity and Adherence to best practices.

CORE RESPONSIBILITIES
Lead continuous improvements across all MFS processes to ensure MFS is customer Centric across all activities and processes while attaining efficiency.
Work closely with the Operational, Technical and Commercial Teams to formulate the MFS customer experience is in line with the world class expectation Lead all projects related to the adherence to proper business conducts and best industry practices across all MFS processes through out the company (Within MFS and those in other departments of the company)
Support the business in the review of all the Commercial Product Initiatives to ensure the products developed are market leading and agile
Review and Propose value addition in terms of saving/ cost reduction and/or revenue attraction for all initiatives designed to improve quality of service or internal processes
Manage all customer communication channels to ensure world class customer experience (USSD, App, Website, Posters etc).
Ensure they are periodically reviewed for up to date informationReview manual processes and recommend feasible enhancements to achieve automation and simplicity to bring about efficient and effective value addition
Spearhead the MFS Consumer Understanding (CU) surveys/studies relating to Customer Satisfaction
Manage Customer Feedback/Call Centre Reports to ensure reduction of issues and MFS related queries through process and system enhancement
Schedule frequent reviews and audits in conjunction with the Risk/ RA/ Audit teams, and use the findings and recommendations to create improvements in the processes

QUALIFICATIONS
A degree in Computer science, Information Technology, Engineering, Quality Assurance or equivalent
A good understanding of the MFS Processes, Infrastructure and Systems Architecture Experience in Process Documentation
5+ years of experience in Financial Services, Process Improvement, Product Management, Telecom
Ability to translate technical language to non-technical audience
Good Negotiation Skills and Influencing Skills and Stakeholder Management
World Class Experience on Product and Commercial Developments
Proficiency level in MS Office Suite including Microsoft Word, Excel, Power Point, Project and Visio.
Employee who wants to apply for this position should:
Inform the Line Manager and HODS
end your application together with internal application form
dully signed by the respective line manager.
Do the assessment necessary to show the abilities and knowledge required by the position
This position is open to people: Local 

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