Vacancy Title:
Manager – ESG
Type:
Full Time
Industry:
Telecommunications
Category:
Management
Organization:
MTN Uganda
Deadline:
Friday, July 12, 2024
Duty Station:
Within Uganda, Kampala, East Africa
Summary
- Base Salary: Not Disclosed
Job Details
MTN Uganda Limited is an equal-opportunity employer seeking to recruit a competent individual for the following position.
Reports to:
Senior Manager – MTN FOUNDATION
No. of Vacancies:
1
Main Job Functions
- Implement the Opco’s ESG transparency & disclosure procedures aligned with Group reporting requirements.
- Provide end-to-end implementation of Opco ESG programs.
- Lead stakeholder engagement to align strategic reporting efforts with disclosure priorities.
- Deliver inputs into MTN’s ESG reports and publications in alignment with Group requirements.
- Deliver inputs into MTN’s ESG performance across various indexes through gap assessments and continuous tracking.
- Enhance and monitor the Opco overall ESG performance indicators, working with Opco & Group Internal Audit & Forensics.
- Ensure ESG Index linked to Short-Term and Long-Term incentives are tracked and audited periodically.
- Respond to ESG queries from Group and local stakeholders in line with MTN’s Sustainability strategy.
- Oversee ESG knowledge and data management processes and systems for the Opco.
- Implement ESG learning modules and programs for management, staff, and suppliers.
Key Performance Areas
- ESG Suite of Reports & Publications aligned to international standards
- Timely implementation of ESG projects
- Continuous ESG Disclosure Mechanisms
- ESG Data Management System & Analysis
- ESG Research and Analysis
- ESG learning modules & programs
Role Dependencies
- Working across functions, businesses, and markets
- Deep understanding of the MTN business strategy
- Accuracy and detail-oriented
- Timely recommendations for decision-making
- Close collaboration with Group Investor Relations, Finance & Tax on reporting suite
Education
- Degree in Business Management, Data Analysis, or equivalent field. Postgraduate degree advantageous.
- Relevant certification/accreditation/membership with a professional body required for the role.
Experience
- Minimum 5 years’ experience in a similar role.
- Experience in the relevant sector, industry, or area of specialization (understanding of emerging markets advantageous).
- Experience working in a medium to large organization advantageous.
- Experience with ESG reporting standards and frameworks (SASB, GRI, TCFD) and producing ESG reporting for a global audience.
Training
- Data Management
- Business Planning and Analysis
- Project Management Reporting
- Quality Management
- Customer Lifetime Value
- Service Segmentation
- Loyalty & Churn Management
Work Hours:
8
Experience in Months:
60
Level of Education:
Bachelor Degree
Job Application Procedure:
Vacancy Title:
Quality Assessor (Contract)
Type:
Full Time
Industry:
Telecommunications
Category:
Admin & Office
Organization:
MTN Uganda
Deadline:
Friday, July 12, 2024
Duty Station:
Within Uganda, Kampala, East Africa
Summary
Reports to:
Supervisor – Quality Assurance
No. of Vacancies:
3
Context
MTN’s vision is to lead the delivery of a bold, new digital world to our customers. Our mission is to make our customers’ lives a whole lot brighter. The pillars of MTN’s strategy are:
- Creating and managing stakeholder value
- Creating a distinct customer experience
- Driving sustainable growth
- Transforming our operating model
- Innovation and best practice
The Customer Management and Training Department is charged with coordinating customer experience management activities across the organization.
Main Job Functions
- Performance Management:
- Support Customer interfacing staff and Team leaders to communicate and monitor performance standards.
- Provide specific performance feedback, both positive and corrective.
- Staff Development:
- Regularly meet with Customer interfacing Teams to review their development progress.
- Provide behaviorally specific feedback.
- Share information and suggestions to support effective coaching.
- Recognize and reinforce developmental efforts and improvements.
- Attention to Communication:
- Ensure important information on quality processes and standards is shared with support partners.
- Use multiple channels to communicate important messages.
- Keep supervisors informed about progress and problems.
- Excellent Customer Service:
- Quickly and effectively solve customer problems.
- Measure and track customer satisfaction.
- Present a cheerful, positive manner with customers.
- Closed Loop Feedback:
- Regularly survey customers and ensure their feedback is channeled correctly.
- Follow up on customer feedback to ensure it’s actioned on.
KPA Quality Standards/Measures (KPIs)
- Regular measurement of service delivery against internal compliance standards.
- Identify gaps in service and make appropriate recommendations.
- Survey customers as the Out Bound team in the Closed Loop Feedback process.
- Review and document customer impacting processes.
- Conduct Calibration sessions with Team Leaders to ensure consistency of assessment standards.
Education
- Minimum of a bachelor’s degree in business, Humanities, or a related area.
- Customer Service training.
Experience
- 1 year in a telecoms service environment.
- Experience in a service-driven organization.
- 2-3 years’ experience in a customer interfacing environment.
Key Competencies
- MTN Brand Ambassador:
- Demonstrate MTN Brand Values: Can Do, Integrity, Leadership, Innovation, Relationships.
- Promote teamwork.
- Participate in all team activities.
- Treat all team members fairly.
- Attention to Detail:
- Implement procedures to ensure high quality of work.
- Monitor the quality of work and track information or work progress.
- Leadership:
- Listen to others and communicate effectively.
- Influence others to gain support for ideas, proposals, projects, and solutions.
- Decisive:
- Make decisions in difficult situations.
- Take charge of a group to facilitate change, overcome issues, or ensure decisions are made.
- Flexibility:
- Modify a strongly held position in the face of contrary evidence.
- Organization:
- Consolidate work and time to deliver on timelines.
- Work well with other employees in the team.
- Set specific tasks for completion.
- Prioritize tasks to optimize productivity.
Other Desirable Competencies
- Results Orientation
- Building Collaborative Relationships
- Interpersonal Awareness
- Forward Thinking
- Stress Management
Work Hours:
8
Experience in Months:
12
Level of Education:
Bachelor Degree
Job Application Procedure
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