Job Description

Posted on April 6, 2023

Responsibilities

Collaborates with the Managers in Frontline areas in the calibration, development and communication of service policies, objectives, standards, processes, or initiatives to enhance service quality and consistency;
Reviews individual IPF performance, quality monitoring, Closed Loop Feedback and other service reports in frontline areas of the business and together with the team, identifies gaps against set policies, objectives, standards and processes that are adversely impacting service performance.;
Facilitates focus groups for the identification of performance challenges in frontline areas as necessary;
Critically analyses the identified gaps to identify root causes; whether the causes are as a result of imbalance of consequences, resource deficiencies, poor job design or guidance, inadequate supervision or other environmental interference;
Identifies needs related to knowledge, ability, and attitude and leads the analysis, design, and development of learning and job support solutions. Ensures that for each learning solution, appropriate aim, goals, objectives and assessments criteria are developed to aid evaluation;
Coordinates the development of annual, quarterly and monthly training plans and budget based on prioritised needs and available resources;
Obtains sign off for monthly training plans from respective Frontline Line Managers prior to execution. Manages approved plan and budget in response to changing needs and priorities;
Liaises with the internal learning partners or L&OD sub-unit for the provision of specialized training, as required;
Develops and assesses training profiles and materials for frontline training prepared by the Trainers, to ascertain that that both content and methodologies confirm to standards and are of high quality. Monitors and evaluates Trainer facilitation performance and give guidance for improvement;
Facilitates learning using a variety of methodologies to meet identified needs effectively, addressing both knowledge and attitude gaps using appropriate methods;
Coordinates the evaluation of learning solutions according to established procedure, assessing reaction, learning, behavior and results as necessary, demonstrating impact on the business;
Facilitates and encourages e-learning for frontline staff in collaboration with the L&OD unit;
Implements processes and aligns resources to enhance knowledge share within Frontline areas;
Consolidates weekly forward plans for the team and monitors progress against it. Receives emergent training requirements from the Marketing Team including those related to product launches and promotions, and arranges for their incorporation into weekly training schedules. Follows up on the use of application by all frontline staff and the effectiveness thereof, and conduct training where necessary;
Manages new joiner training, refresher training and scheduled induction to ensure effectiveness;
Facilitates the transfer and application of learning in the workplace though the administration of the Making L&D Pay-Off process;
Develops proposals for addressing performance gaps arising from non-training challenges for discussion with the Manager. Leads the implementation of the service improvement plans arising from these proposals;
Participates in the UAT and implementation of frontline solutions and technologies in order to meet customer expectations and maintain a high-quality level in frontline environment;
Participates in Device and Products Steerco and aligns learning activities accordingly. Maintains a good and on-going collaboration with Line in Frontline areas;
Prepares accurate and informative monthly reports and any adhoc report related to learning or service performance improvement as required by the Manager;
Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance. Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards, including standards set out by the Zambia Institute of Human Resources Management (ZIHRM);
Carries out any related duties that will enhance the mission of the job.

Candidate Requirements

B.S Minimum of Diploma in Business Administration, HR or Telecommunications related field;
Minimum of three (3) years of work experience with at least two (2) at Supervisory level, in frontline environment;
Grade 12 Certificate.  (5 O’ Level credits, including compulsorily English Language and Mathematics);
Three (3) years hands-on experience in telecommunications field;
Possession of a Manual Drivers License of at least 2 years with no violations.

Women are strongly encouraged to apply.
Note that only shortlisted candidates will be contacted.
Hand delivered or posted applications will not be accepted.