Ericsson Nigeria Recruitment for Customer Operations Manager

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Applications are invited from interested and suitably qualified graduates for Ericsson Nigeria Recruitment for Customer Operations Manager.

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are recruiting to fill the position below:

Job Title: Customer Operations Manager

Location: Lagos, Nigeria

Position Summary

  • The Customer Operations Manager (COM) ensures that all contractual deliveries are fulfilled towards one customer account.
  • The role is responsible for ensuring end to end operational performance towards the account according to agreed targets.
  • The role is acting on behalf of Operations, typically for one or more customer accounts.
  • The role shall ensure that the portfolio is managed and that projects within that portfolio are progressing according to schedule.

Responsibilities & Tasks

  • Manage all aspects of the complete delivery portfolio
  • Handle customer and stakeholder engagement
  • Ensure all programs and Projects within the assigned accounts have correct financial establishment, planning and reporting.
  • Ensure that all programs and projects within the assigned account are run according to Ericsson established procedures and processes, including all trade and SOX compliance requirements.
  • Build a personal customer relationship that fosters trust and confidence.
  • Provide required project account reporting as directed by PMO.
  • Direct project fulfilment decision making actions within the scope of the signed contracts.
  • Authority to recruit Program and Project Managers into the account operations within the limits of the budgets set at TG2.
  • To initiate and execute program and project off track initiatives to return projects to plan status.
  • Independently manage account operations in the assigned account in consultation with the Key Account Manager.
  • Approve upon delegation from the KAM project documents and project tollgates.
  • Approve all project POs and expenses within the set authority limit in the country and the TG2 budgets.
  • Together with the KAM take prioritization decisions within the account
  • Provide Competence domains with required inputs for the competence development and resources dimensioning
  • Appoint and manage Program Managers and Project Managers, as required, to secure customer contract fulfilment in the most cost effective, efficient way possible.
  • Ensure customer satisfaction, trust and confidence is manage in the best way possible to assist in securing future business.
  • Capture best practices and re-use learnings within the account and region.

Qualifications
Minimum Qualification and Experience Requirements:

  • 8 years or more solid experience from Customer Project Management or relevant line management role.
  • Ability to work effectively in lead multi-cultural and cross-functional teams.
  • Strong cultural awareness and excellent language skills to enable communication throughout the organization
  • Strong inter-communication skills
  • Thought leadership and commercial understanding as needed to identify short and long term business priorities for specific account.
  • Able to work independently as well as in a team

Preferred Qualification and Experience Requirements:

  • The holder of the COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities.
  • The COM is also expected to have several years of experience from a leadership role, preferably from the area of Service Delivery and/or Operations.

Core Competencies:

  • Leadership Competence
  • Financial Acumen and Analysis
  • Project & Program Management
  • Communication
  • Coaching & Mentoring
  • Business understanding
  • Customer Relationship Handling
  • Negotiation and argumentation


How to Apply

Interested and qualified candidates should:

Next Steps

  • What happens next once you apply? Read about the next steps 
  • For your interview preparation, here are a few “” from our recruiters
  • For your prep and reference, here is our overall  video and some insights about our 

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