JOB DETAILS:
Job Purpose
Responsible for ensuring churn and bulk provisioning are done as per process to avoid shortages of simcards in the market.

Responsibilities Activities (Detailed KPIs)
Provisioning & printing of bulk sims to be taken on the market
• Provide adequate packaged trading stocks of sim packs to support the trade and channels partners.
• Generate Sim data
• Tag sim serial to the mobile number and correct product
Ensure process compliance to internal audit policies
• Provision a clean sim to the market
• Closure of internal & process audit observations
• Follow up with technical teams e.g., IT / Networks, on implementation of identified process improvements e.g., automation of the Churn.
• Execute the churning process in a timely and accurate manner to avail adequate space on both the AUC & HLR for new SIM number allocation.
• UAT process re-engineering
Maintain agreed Customer Satisfaction Score
• Communication of pre churn numbers before execution to meet regulatory guidelines
• Timely provisioning of services within TAT
• 100% clean sims are availed in the market
• Resolve all queries related to churn and provisioning within desired timelines
• Avail Enterprise PABX /Toll free uploading, providing free MSISDN for company connections within agreed
• SLA
MIS Reporting
• Analyze Churn and bulk provisioning data and share results with stakeholders on numbers available for churn and provisioning
• Daily & Monthly report submissions on Churn and provisioning to relevant stakeholders.
• Golden Number reconciliation and Management
Decision Level
• Prime: Final Decision-Making authority, accountable to the Management
• Shared: Decisions reached jointly with peers on a collective basis

• Contributory: Makes a major contribution to a decision or policy judgment reached by others
Dimensions Impact of position
Financial Dimensions
• Availability of stock to be taken on the market
• Sim Data Generation and Airtime Activation & blocking of stolen stock
Other Dimensions
• Zero trade issues resulting from sim provisioning

Person Specification
• Attention to detail
• Stock planning, forecasting & management
• Multi-tasking skills – Ability to juggle multiple sensitive tasks
• Stakeholder management skills
• Excel skills (v-look up, if,), ability to work with large files
• Negotiation skills
• Analytical & problem solving/reconciliation skills
• Teamwork, flexibility and working odd hours
• Creative and self-driven when faced with obstacles to completion of an assigned task
• Ability to train others
• High levels of integrity

Educational Level
Must have
• Bachelor's degree in any business field or equivalent training in business or customer service management

Working Experience:
• 2 years’ experience in a customer service environment or other sections with a knowledge and exposure to different CRM and provisioning systems.
• Excellent analytical skills and computer skills with a bias on speed and accuracy (Excel, Access and word)
• Ability to use excel.