Recruitment at Ikeja Electricity Distribution Company (IKEDC), 26th March, 2019

Ikeja Electricity Distribution Company (IKEDC) - Buoyed by a mission to redefine customer experience and be the provider of choice wherever energy is consumed, Ikeja Electricity Distribution Plc (Ikeja Electric), Nigeria's largest power distribution network powers lives and businesses with innovation and unwavering drive for excellence. The company began its new phase of growth and expansion 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: Litigation and Investigations Supervisor Location: Lagos Reporting To: Head Legal & Regulatory Compliance Job Type: Full time Role Purpose

• Provide legal and regulatory support to the Company’s operations

• Provide needed support in the effective management of all legal and regulatory matters across the Business Units and Undertaking offices.
• Interpret, explain, implement and enforce legal and regulatory policies, objectives, codes across the Business Units and Undertaking Offices.
• Provide first line of legal support in effectively managing cases of vandalism, assault and tampering with Company’s assets and network.
• Effectively liaise with all legal and law enforcement stakeholders including lawyers in handling case investigations and prosecutions of cases.
• To provide legal support in evidence gathering for the prosecution and defence of cases.
• To provide support in driving compliance with laws, regulations and policies.
• Provide opinions and clarifications on court matters
• Carry our research related activities and documentation of contracts where necessary.
• Assist in liaising with external parties and legal advice to Business Units and Undertaking offices.
• Comply with Quality Management System / Operational Health & System requirements including objectives and applicable regulations relating to assigned jobs.
• Perform other tasks as may be assigned by the Head of Department.

• Bachelor’s degree in Law
• Experience in civil/criminal litigation and other ADR mechanisms.
• Knowledge of the legal and regulatory framework of the electricity industry.
• 5 years’ experience with at least 4 years in a comparable role.

• Legal Advisory
• Legal Drafting
• Litigation and contract management
• Stakeholder management

• Communication and interpersonal relations
• Supervisory skills
• Problem solving and decision Making
• Managing resources
• Business oriented

• Responsible for all related back-end functions ranging from processing of escalated complaints from all touch points, request from customers done remotely, troubleshooting with other departments to ensure resolution, implementing platform changes and ensuring that there’s operational synergy up to resolution and feedback to customers.

• Escalation Management: Responsible for processing specific complaints received by the CCRs across various touch points. The complaints handled by the back office team are complaints that require second level checks authentication and validation before subsequent processing.
• Service Scheduling: Responsible for spooling, validating, batching and mapping PPM/AMI complaints to the technical support team as well as updating feedback and resolution points.
• Pre-authorization: Act as the central collating and dispatch point for payment related complaints via all payment channels. This involves validating claims, batching payment receipts and consolidating complaints for processing by the treasury team.
• Application Management: Ensure that all Customer Care applications and portals are functioning and are updated as appropriate as well as escalating and following up with vendors/service providers to ensure that downtime are resolved and these applications/portals are accessible at all times.
• Eligibility Review: Review and validate all access and system credential requests prior to authorization by the Head Customer Care.
• Information Support: Provide first level support for the customer care team in accessing information with restrictive access rights. This provides some form of control in the sensitive information stream.
• Act as middlemen between Ikeja Electric and all vendors/contractors in communicating complaint trends, highlighting potential flags to and from customers for a quicker resolution.
• Payment Processing: Liaison with Channel partners (FCMB, ETOP, QUICKTELLER, BAXIBOX etc.) in authenticating, validating complaints and customer payment claims as well as providing feedback via approved platforms.
• UAT Management: Coordinate and supervise all User acceptance tests prior to the deployment of any application, software or soft tool to be used by the team.
• Working with cross functional teams/departments in ensuring that complaints escalated from the Frontlines across all touch points are handled promptly and given appropriate resolution within approved timeframes.
• Platform Monitoring: Acts as the 1st level authentication personnel by checking and ensuring data integrity on all customer data input platforms by carrying out checks on the Customer data entered across various touch points, checking its correctness and flagging all exceptions.
• New Service Maintenance Support: Supports the new service team by:
  • Managing a database of daily meter installations
  • Analyzing meter installation reports and flagging all exceptions
  • Authenticating and monitoring requests for the “stop-billing” process which ensures that the new prepaid customers stop receiving post-paid bills
  • Consistent liaison with IT and Billing to sustain an effective maintenance portal.
  • Liaison with cross functional teams in ensuring that all portals and platforms supporting operations of the new service team are operational.
  • Ensuring that all maintenance are sent before the due date and following up with relevant stakeholders to ensure that they are processed timely.
  • Carrying out all other functions as designated in line with achieving the departmental objectives.

• Relevant Bachelor's degree with a minimum of 8-10 years relevant work experience in a back-office position in a service company

• Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
• Good Data Analytic Skills
• Good Data presentation skills
• Versatile and good working knowledge of platforms and application management
• Behavioral Competencies
• Ability to work under pressure and multi task effectively.
• Good Verbal communication & interpersonal Skills.
• Attention to Detail.

• Responsible for setting and maintaining quality standards, identifying gaps, communicating feedback and ensuring that activities are carried out in line with standard best practices.

• 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.
• Identifying operational gaps viz-a-viz global best practice and provide recommendations as appropriate.
• Accomplishes 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.
• 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
• 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

• This role requires a first degree in a relevant course
• Minimum of 6 years relevant work experience in a similar role.

• Proficiency in Microsoft office suite (Word, Excel, PowerPoint, Access)
• Good Data Analytic Skills
• Good Data presentation skills
• Good report writing skills
• Hands on experience in the use of various platform monitoring tools.
• Ability to facilitate learning and knowledge transfer sessions

• Good team management skills
• Willingness to take additional responsibilities
• Time and resource management capabilities.