Lase Consulting: Call Centre/Customer Care Manager (CCM), Lagos

About Lase Consulting: Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Call Centre/Customer Care Manager (CCM)
Job Objective:
The Candidate selected for this position will lead the Call Centre/Telemarketing team in the achievement of their functional objectives. The selected candidate will also be expected to draft/modify the Company’s Customer Charter and create appropriate policies which will aid the successful implementation of the charter. (S)he will be responsible for helping all staff understand how Customer service is embedded in their various roles by organizing in-house training sessions for all departments. The Customer Care Manager is to be the voice of the customer inside the company and (s)he will be expected to ensure that employees comply with the Company’s policies regarding customer relations.

Department/Division/Unit: Customer Care

Reports To: GM

Duties & Responsibilities:

General Duties

The successful candidate will be required to:

• Oversee the activities of the CCT team on a day-to-day basis and evaluate the performance and effectiveness of the team
• Monitor the effectiveness of working procedures and ensure that these are met by all staff.
• Ensure procedures are regularly reviewed and updated as required.
• Plan, monitor and co-ordinate workflow and manage staff absence in the CCT department.
• Be able to forecast the needs/challenges that the CCT team face, (e.g. additional call-volumes expected, complex queries etc), and be able to make recommendations accordingly
• Identify training and development needs of the staff to ensure high levels of competence and arrange for such training to be carried out and recorded
• Adhere to the appraisal process and provide regular periodic performance feedback to employees in the CCT department.
• Define and implement a reasonable minimum response time for all orders/enquiries/complaints
• Train members of the CCT team on new products or line of services
• Keep a record of all enquiries/orders placed through the CCT department in order to ensure order-fulfillment
• Liaise with other departments and ensure that the CCT team has substantial information necessary for them to effectively deal with customers’ enquiries
• Effectively manage all escalated cases by members of the CCT team
• Motivate the CCT team to achieve their set targets
• Increase volume of sales order through the CCT unit
• Ensure that all feedback portals (e.g. e-mail addresses, chat-sites, telephone lines), are functioning properly.
• Develop a Customer Service training manual for all Store Sales personnel
• Develop Telemarketing training manuals for staff in the CCT unit

Competencies and Key Performance Indicators: Professionalism; Managing performance; Planning and organizing; Judgment/Decision-making; Communications; Teamwork; Cost savings generated per period; Increase in volume of Sales Order through the CCT department % of Satisfied Customers

Job Specification:
Education Qualification:

First Degree in Management, Business Administration or other relevant field. A post-graduate degree in Management will be an added advantage

Experience:

Minimum 3 years practical experience as Customer Service Manager

Forward applications for this role to: csmrecruitment@laseconsulting.com

Lase Consulting: Business Development Officer, Lagos

About Lase Consulting: Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Business Development Officer
Job Objective:
The BDO role in our Company is reserved for results-oriented individuals who are willing to surpass targets. Our ideal candidate(s) would be highly entrepreneurial and capable of acting with integrity even without supervision. The selected Candidate(s) must have a clear agenda on how (s)he intends to be a part of our expansion plans; must be creative in acquiring new customers and will be largely responsible for achieving the Company’s overall Sales targets.

Department/Division/Unit: Sales

Reports To:
Finance Manager

Duties & Responsibilities:
There are no restricting role definitions for our BDOs. Each BDO is free to evolve a system that works best for him/her, provided it is in accordance with the Company’s business ethics and other company policies. However, their overall job objectives remain the same and is summed up as follows:

• Grow Customer Base
• Increase Sales; and
• Increase Revenue/Profit

Competencies:
Key Performance Indicators: Teamwork; Professionalism; Planning and organizing; Judgment/Decision-making; Communications; Cost saving generated; Customer satisfaction level; On time supply of services

Job Specification:
Education Qualification:
Degree in Business administration, or in relevant any field

Experience
Minimum of two (3) years of relevant work experience required.

Forward applications for this role to: bdorecruitment@laseconsulting.com. Please quote your preferred location in the subject of the mail.

Call Centre Attendant/Telemarketer (CCT), Lagos

About Lase Consulting : Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include: - Recruitment & Staffing;- Employee Management;- Human Capital Development;- HR Audit, etc.

Job Title: Call Centre Attendant/Telemarketer (CCT)
Job Objective:
In line with our promise to all our customers to deliver unparalleled service and after-sales support, our Company has recently acquired state-of-the-art equipment for our new Call Centre in Lagos. Selected Candidates will be expected to drive service excellence by personally responding to customer’s needs and by continuously looking for opportunities to improve our service and support for our customers. This person(s) selected for this role will work closely with the local sales team in all our Branches nationwide, as well as our local technical personnel to ensure we are meeting the needs of our customers.

Candidates for this role must have impeccable communication skills, excellent telephone etiquette, an amiable disposition and a passion for what they do. Our ideal candidate must also be a good salesperson who is capable of taking orders and closing deals on the telephone.

Department/Division/Unit: Sales

Reports To: Customer Care Manager

Duties & Responsibilities:

Selected Candidates for this role will be expected to:

• Customer Satisfaction
• Develop rapport with the customer base, be responsive and timely with correspondence and problem resolution, and display a caring attitude.
• Undertake an agreed % of customer surveys each month in order to establish satisfaction levels
• Follow the Code of Business Conduct, Company’s Customer Service Policy, and maintain ethical behaviour at all times.
• Keep informed about the Company’s line of products and services, in order to give appropriate and relevant information to the customers.
• Complaints/Enquiries Resolution
• Effectively manage customer complaints and resolve them without the need for further escalation
• Maintain the confidentiality of all customer information obtained in the course of work.

Presentation of Periodic Report
o Produce periodic report detailing: customer feedback, complaints, root cause analysis of customer issues, root cause analysis of positive feedback, recommendations for improvements, trend analysis and forecasts Sales
o Generate a database of prospects.
o Convincingly market the Company’s products and be adept at closing deals on the telephone
o Ensure that all orders/complaints/enquiries received via the Call Centre are promptly forwarded to the appropriate department(s) for follow-up
Continuous Improvement
o Offer suggestions/recommendations on ways in which service could further be improved, based on interaction with Customers
o Seek means of professional and career self-improvement through trainings, seminars, courses, etc.
Competencies:
Key Performance Indicators: Attention to details; Teamwork; Professionalism; Managing performance; Planning and organizing; Judgment/Decision-making; Communications Skill;
Telephone Etiquette; Percent (%) of escalations; Customer satisfaction level; Prompt submission of reports; Number of leads generated; Number of sales made; Amount of enquiries/complaints resolved

Job Specification:
Education Qualification:
First Degree in any field

Experience: Any

Forward applications for this role to: brmrecruitment@laseconsulting.com

Administrative Accountant (AA), Lagos

About Lase Consulting: Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Administrative Accountant (AA)
Job Objective:
The candidate selected for this role will be required to work closely with the Finance Manager in helping the Company maintain accurate financial records. For this role we seek a career-oriented individual who, under limited supervision, will handle a wide variety of advanced accounting work including maintenance and preparation of reports on complex budget or income and expenditure records.

Department/Division/Unit: Finance

Reports To:
Finance Manager

Duties & Responsibilities:
The selected Candidate for this role will be expected to:

• Financial Accounts
• Administer and supervise the day to day accounting work by ensuring accurate and timely capturing of financial data
• Liaise with Store Managers in all the Company’s branches for the purpose of accounts reconciliation
• Assist in the production, analysis and review of balance sheets and other financial accounting reports.
• Ensure that the Company's assets and liabilities are accurately reflected in the ledger by reconciling control accounts, and resolving all differences quickly and accurately.
• Manage monthly payroll activities and assist in the timely payment of various payroll deductions
• Maintain the Company's cashbooks and reconcile cash books to bank statements.
• Assist in the planning, production and review of the Annual Accounts including variance analysis
  Income
• Ensure invoices are raised promptly and correctly
• Monitor the Company’s outstanding debts and ensure prompt collection of debts by implementing appropriate and effective follow up procedures.
• Establish close liaisons with all major customers to ensure the timely identification of disputed invoices.
• To report regularly on the age and level of debts, identifying trends and problem accounts/customers.
• To reconcile the schedule of outstanding accounts to the financial ledger.
• To maintain any other control accounts as appropriate.

Audit

• Undertake and satisfactorily conclude internal audit of each Branch account
• Create an internal control procedure for proper accountability in concert with the Finance Manager
• Participate in discussions of audit findings and recommendations
  
  Others
  
• Verify the integrity of all financial information.
• Ensure prompt payment of all utility bills and subsequently ensure that proper records are maintained for such payments
• Make regular reports to the Management Board on income, expenditure and any variations from budgets.
• Make recommendations to the Management Board on financial and service delivery issues.

Competencies:
Key Performance Indicators: Professionalism; Communications; Teamwork; Cost saving ideas generated

Job Specification:
Education Qualification:
A first degree in Accounting/Business Administration. ICAN/ACA/ACCA (partly qualified or chartered)

Experience
A minimum of 3 years experience in a similar role. Dexterity in the use of Accounting software is required for this role

Forward applications for this role to: acctrecruitment@laseconsulting.com

Brand Manager (BRM), Lagos

About Lase Consulting: Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting Service As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Brand Manager (BRM)
Job Objective:
Our Brand Manager position is an interesting and challenging role which will require whoever is selected to come up with programmes/promotions that will reinforce our brand values and drive up demand and sales in our stores nationwide.

The selected Brand Champion must ensure that the Company has a satisfied customer base and that there is a constant perception of the Company brand as the “number ONE” IT/Electronics products retailing store in Nigeria by Dec. 2010.

Department/Division/Unit: Corporate Communications
Reports To: Management Board

Duties & Responsibilities:
Our preferred Candidate for this role must be able to:

• Technical
• Demonstrate an in depth understanding of the IT/Electronics market, and be able to forecast consumer trends and possibilities for market expansion.
• Talk intelligibly about current technological advances and how these may affect the Company’s business.
  Market/Competitors Analysis
• Develop strategies to exploit market opportunities
• Maintain brand integrity across product lines
• Position the brand as the Market Leader by promoting general awareness through advertising, and all other internal and external communication media
• Assist in monitoring brand health metrics and support the development of new brand products
• Support the development of brand strategies and marketing plans across the organization
• Marketing & Media Relations
• Liaise with the Marketing department to create promotional tactics that will enhance brand image;
• Constantly evolve new brand visions and design a framework for the implementation of such visions
• Help the Company create a distinct Brand policy and develop a periodic learning calendar that will help members of staff imbibe the contents of the policy
• Cultivate and manage relationships with the print and electronic media in a bid to boost public awareness about the Company and its products
• Assume responsibility for ensuring that all promotional items (e.g. brochures, pamphlets, leaflets, handbills, etc.) are vetted and before distribution
• Monitor the Company’s website and ensure that information provided on the that the contents provided on the site are accurate and regularly updated
• Financial
• Help the Business Partners make sound decisions regarding pricing, packaging, trade merchandising, advertising and promotion strategies.
• Assist in the identification, development and execution of business ideas and plans that meet investment criteria
• Be willing to help the Finance Manager secure the necessary funds for such business ideas/plans
• Create a cost efficient method of getting messages about the Company across to the target audience; and be able to judiciously manage budgets for marketing campaigns.

Others
(S)he will also be expected to:

• Be actively involved in improving the visual appeal of all our stores by providing assistance to the Graphic Artist in the layout design
• Constantly monitor daily business transactions to ensure that they are consistent with the principles contained in the Company’s Brand policy statement

Competencies:
Key Performance Indicators:

• Demonstrated leadership and team skills
• Strategic thinking skills
• Analytical and problem solving skills
• Communication skills (written and oral)
• Creativity
• Results orientation
• Multifunctional skill set (financial, operations as well as marketing)
• Persuasion Skills
• Initiative and assertiveness
• Customer satisfaction level
• Budget optimisation
• Cost savings ideas implemented
• Level of increase in generated revenue
  
  Job Specification:
  Education Qualification:
  At least a first degree in Mass Communication or any related discipline

Experience:
Substantial work experience and a minimum of 4 years in a similar position

Forward applications for this role to: brmrecruitment@laseconsulting.com

Human Resources Manager (HRM), Lagos

About Lase Consulting Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients. Our HR Consulting ServiceAs HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management. Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Human Resources Manager (HRM)
Job Objective:
To develop and deliver people management strategies which support the Business Partners’ overall strategic aims and objectives. The selected candidate will be expected to contribute at both strategic and operational levels, in addition to providing a customer-focused HR service to all members of staff.

Our preferred candidate must be knowledgeable about HR legislations and be able to provide professional advice and support to stakeholders and staff on all aspects of people management. The ideal candidate will also be responsible for leading the culture transformation of the Company by developing and implementing HR policies, processes and procedures; engaging the senior leadership team and setting the people development strategy of the company.

Department/Division/Unit: Human Resources/Admin
Reports To: The Management Board/Business Partners
Duties & Responsibilities: The ideal candidate will be expected to: Strategic HR Management

o Prepare and implement the annual HR Plan to support the overall strategic aims and objectives of the Business Partners in consultation with the Finance Manager
o Identify, design and implement strategic HR projects, as and when required.
o Promote best practices that enhance employees’ engagement and motivation levels

Resourcing

o Monitor and audit available skills and lead in the development of a framework for forecasting future personnel/skills needs.
o Provide support to Managers in the recruitment of staff.
o Participate in the selection of staff, as appropriate.
o Ensure that each branch is adequately managed, staffed and resourced.

Employee Relations

o Work closely with Branch Managers, providing them with expert guidance, coaching and support on the full range of HR activities (including policies and procedures, terms and conditions of employment, absence management, performance management, etc.), in order to ensure a consistent and fair approach to people management.
o Keep up to date with legal developments and advise Management on compliance and risk factors.
o Coordinate investigations, disciplinary and grievance matters in conjunction with the Finance Manager
o Develop, implement and maintain HR policies and procedures to ensure effective, fair and consistent management of staff throughout the organization, and ensure that the staff handbook is comprehensive and up-to-date.
o Ensure that managers and staff are aware of the policies and procedures and able to enforce compliance accordingly.
o Monitor and review the system of performance appraisal and continually develop them as necessary, ensuring that annual appraisals are carried out in a timely manner and followed up.
o Evolve an effective communication process that ensures that staff are informed and updated on key business and organizational issues.

Learning and Development

o Provide guidance and technical support for the HR assistant where necessary in the development of training needs analysis for all members of staff
o Be able to recommend appropriate sources for external training provision when required, and the subsequent monitoring of training costs against budget.
o Administer the evaluation of all learning and development activities.
o Maintain training records for all staff

Compensation and Benefits Administration

o Gather and analyze market data to measure the competitiveness of the Company’s compensation and benefits package, and make recommendations as appropriate.
o Assist with the annual salary review process and provide advice to the Financial Manager when required.

Others

o Generate periodic management reports that are required to help Management with strategic decision making process.
o Represent HR and participate in various internal groups and committees across the organization.
o Review and manage new starter and leaver processes, including conducting exit interviews for all staff.
o Evolve and ensure effective implementation of personnel administrative policies
o Keep abreast of HR trends and provide Management with information on Key Performance Indicators
o Manage the information held on the HR database and personnel files to ensure it is updated in a timely and accurate manner and complies with any legal or data protection policies.

Competencies:
Key Performance Indicators: Vision; Professionalism; Leadership; Performance Management Ability; Planning and organizing; Judgment/Decision-making

Communications

• Customer satisfaction levels
• Adherence to Service level agreements
• People development
• Person Specification:

Education Qualification & Experience
A first degree in any discipline with at least 5 years experience in HR at a Managerial level

Forward applications for this role to: hrmrecruitment@laseconsulting.com

Lase Consulting: Finance Manager (FM), Lagos

About Lase Consulting
Our corporate vision is to be one of the top-5 HR Consulting firms in Nigeria by the year 2015. Our daily HR practice is driven by: professionalism, creativity, diligence, innovation, passion for what we do; the youthful energy of our workforce, and our ability to pay attention to the little details that matter to our clients.We are committed to Total Quality Management at every level of our operations, and we continually seek to deliver optimal ROI to our clients.

Our HR Consulting Service
As HR practitioners, we are majorly concerned with improving employee-productivity through a holistic approach to People Management.

Our multi-pronged HR services to clients include:
- Recruitment & Staffing;
- Employee Management;
- Human Capital Development;
- HR Audit, etc.

Job Title: Finance Manager (FM)
Job Objective:
The Finance Manager is to be responsible for all financial and fiscal management aspects of company operations. (S)he is to provide leadership and coordination in the administrative, business planning, accounting and budgeting efforts of the Company and its subsidiaries. The ideal Candidate must be ready to take responsibility for overall management and delivery of the business plan.

Department/Division/Unit: Finance

Reports To:
The Management Board/Business Partners

Key Duties
The preferred Candidate will be expected to:
Cash and Risk Management

• Oversee cash management function; including banking relationships both at the Head Office and in each of the Company’s branches, nationwide.
• Develop cash flow forecast and maintain a long term cash forecast in line with the scope of the Company’s current and future business needs.
• Be responsible for the organization’s risk management program.
• Strategically manage coverage for all foreseeable risks that the Company’s finances may be exposed to.
• Design a Financial model that is capable of supporting both the existing structure and the anticipated growth of the Company
• Perform economic research work and prepare analysis of subjects such as rates of return, depreciation, working capital, investment and financial and expense performance comparisons
• Be able to assist the Business Partners in sourcing for funds
• Have an in-depth understanding of international business Accounting and Financial controls
• (S)he is to evolve and ensure the proper functioning of all relevant Financial systems, process and controls.
• Oversee the continuous improvement of Accounting and Financial processes and the development of the team with the goal to achieve best practices and optimize profit.
• Develop and oversee accounting policies and procedures to meet both current and future business models.
• Oversee the external audit, review and analyze results and recommend for approval the audited financial statements.
• Prepare the financial section of the annual report.
• Ensure compliance with all internal policies and relevant regulations and ensure filings are completed by all the Company’s branches in a timely manner.
• Develop and oversee the internal review function to ensure that finance and operations controls and policies are complied with in all the Branches.

Budgeting

• Lead the annual business plan development and budgeting process.
• Provide ongoing financial modeling and analysis expertise to Business Partners.
• Lead the financial modeling and analysis to support the development of long term strategic initiatives and business plans.
• Lead the quarterly outlook process.

Management Reporting

• Be responsible for Financial Management reporting for the organization.
• Present monthly and year-to-date financials with accompanying analysis of results.
• Develop regular reporting and analysis, including key metrics reports, and conduct ad hoc financial analysis as required.
• Ensure financial management reporting tolls and processes are in place to support the ongoing and future needs of the business.
• Develop and prepare a monthly management reporting package.

Leadership

• Ensure the team delivers the highest standard of departmental, cross departmental and cross foundation teamwork and customer service.
• Ensure optimal deployment of resources to achieve business goals.
• Develop finance and accounting team goals that are fully aligned with the Company’s goals.

Staff Management

• Supervise the grants administration staff person and the accounting office staff lead.
• Provide for appropriate career building and professional development activities to ensure a climate of growth for all employee groups.
• Provide functional advice or training to less experienced personnel.
• Routinely monitor workplace for areas where growth is needed or possible and where existing resources can be further enhanced.

Competencies: Vision; Professionalism; Leadership; Managing performance; Planning and organizing;
Judgment/Decision-making.

Communications: Ability to think outside the box

Person Specification:
Education Qualification:

• University degree in Business Administration, Economics, Finance, Accounting or related disciplines.
• ICAN/ACCA qualified, with comprehensive knowledge of major finance-related software.

Experience

• A minimum of 5 years of relevant experience in Financial Management. A few years of work experience in the Banking sector may further be considered an added advantage.

Forward applications for this role to: fmrecruitment@laseconsulting.com