Current Recruitment Opportunities at Ikeja Electricity Distribution Company (IKEDC)

Current Recruitment Opportunities at Ikeja Electricity Distribution Company (IKEDC)

Ikeja Electricity Distribution Company (IKEDC) – Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, the Ikeja Electric (IE), Nigeria’s largest power distribution network, came into existence 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
Job Type: Full time
Reporting To: Head, Customer Service

Role Purpose

  • This role is responsible for setting and maintaining quality standards, identifying gaps, communicating feedback and ensuring 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.
  • Identify operational gaps viz-a-viz global best practice and provide recommendations as appropriate.
  • Accomplish 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.
  • 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
  • Comply with Quality Management System / Occupational Health & Safety requirements including objectives and applicable regulations relating to assigned jobs.
  • 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
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Minimum Qualifications

  • A Bachelor’s Degree from a reputable University
  • Proficiency in MS Office (Word, Excel, and PowerPoint). Competency in CRM and other operational applications
  • Minimum of 5 years’ experience in a similar role.

Technical Competencies:

  • Customer Focus
  • Customer Support
  • Payment Solutions/ Strategy
  • Business Intelligence
  • Non-Maximum Demand (NMD) Management
  • Data Gathering and Analysis
  • Electricity Regulations and Policies

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

 

Application Deadline  3rd January, 2022.

 

 

 

 

Job Title: Corporate Governance & Compliance Officer

Location: Lagos
Job Type: Full time
Reporting To: Governance & Compliance Manager

Role Purpose

  • This role is responsible for providing specialist advice, support and to drive Corporate Governance and Compliance, thereby ensuring the efficient operation of the Ikeja Electric’s decision-making mechanisms and that our operations follow the legal and regulatory requirements as it relates to our business and industry.
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Responsibilities

  • Develop, implement and manage the compliance framework to achieve the Company’s goal of regulatory compliance at all times.
  • Ensure information flow to internal and external stakeholders are reliable, correct and approved in line with regulatory requirements and business sustainability at all times.
  • Ensure compliance and timely delivery of all routine and ad hoc reports per Ikeja Electric’s regulatory obligations.
  • Classify various stakeholders and understand regulatory or contractual relationship (orders, codes statutes or agreements etc.) thereby developing a framework to highlight duties, obligations, roles, penalties, remedies, dispute resolution, risk and mitigation strategy in line with governance and compliance expectations.
  • Conduct periodic compliance assessments of the Company’s adherence to laws, regulations, orders, policies and processes.
  • Ensure continuous awareness of all staff and other stakeholders of Ikeja Electric on governance and regulatory requirements – via training and newsletters.
  • Develop and review policies and processes.
  • Advise Management on the company’s compliance with laws and regulations, and their impact through detailed reports/advisory memos.
  • Provision of operational support and practical advice, geared towards effective and efficient management of the company’s regulatory compliance risks.
  • Develop the Company’s annual Sustainability Report.
  • Provide company secretarial support.
  • Prepare management reports regarding compliance operations.
  • Coordinate and/or oversee regulatory submissions and reporting activities.
  • Track all issues referred to compliance up to and including resolution.
  • Implement, manage and embed a corporate governance and compliance framework for Ikeja Electric and ensure that there are policies, processes, procedures and risk management guidelines required to maximize shareholders and stakeholder values.
  • Whistle blowing management.

Minimum Qualifications

  • A Degree in Law and professional certification from the Nigerian Law School.
  • A minimum of 1 year of cognate experience in corporate governance, compliance, corporate/commercial law or a relevant discipline such as risk management, internal control, ethics management, or internal audit
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Technical Competencies:

  • Corporate Administration – (Policy development, formulation and implementation)
  • Stakeholder management – (Negotiation and Conflict resolution)
  • Good knowledge of the Nigerian Electricity Supply Industry

Behavioral Competencies:

  • Ability to work under pressure and multi task effectively.
  • Good Verbal communication & interpersonal Skills.
  • Attention to Detail.
  • Business Focus

 

 

How to Apply
Interested and qualified candidates should:
Click here to apply

Application Deadline  3rd January, 2022.

 

 

 

Note:

we are an equal opportunity employer and is committed to building a diverse workforce. While all applications will be acknowledged.
• We reserves the right to select one or more candidates from this vacancy announcement
• We may also retain applications and consider candidates applying to this post for other similar positions at the same grade level and with similar job description, experience and educational requirements
• Qualified female candidates are strongly encouraged to apply
• Scam Warning:
We do not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it.
• Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced.
• Therefore, you are advised to apply particular care when submitting personal information on the web
• Only shortlisted candidates will be invited for interview or the next stage of the recruitment process.

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