Edward Emmanuel ,CHRA

Experience

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  Population Services International

  Jun 1996 - Sept 1998

  Research Assistant
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  Tanzania Telecom

  Oct 1998 - Jul 2004

  Industrial Relations and Discipline Section

  • Senior Human Resources Officer

    Sept 2001 - Jul 2004

  • Regional Head/ Personnel and Adminstration

    Nov 1999 - Aug 2001

  • Personnel Officer

    Oct 1998 - Oct 1999
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  Tanzania Telecommunications Company Limited

  Aug 2004 - Jun 2009

  Provide leadership to position the Region at the forefront of the industry. 1. Take leadership in communicating and overseeing implementation of company’s mission and objectives and to promote revenue, profitability, and growth as an organization. 2. Oversee Regional operations to insure production efficiency, quality, service, and cost-effective management of resources. 3. Identify acquisition and sales opportunities and direct implementation activities. To develop initiative to maximize sales and develop the business to achieve its full potential.4. Review regional activity reports and financial statements to determine progress and status in attaining objectives and revise objectives and plans in accordance with current conditions. 5. Evaluate performance of Assistant Managers for compliance with established policies and objectives of the company and contributions in attaining objectives.6. Maintaining/growing customer base, increasing frequency of purchases, and promoting positive customer relationships and loyalty with detailed follow-up through all phases of sales transactions.7. Responsible for balancing expenditures to grow resources by acquiring customers and drive revenue so that the region makes a positive contribution8. Develop, implement and subsequently monitor strategic plans for the Region to deliver Regional results per defined Key Performance Indicators (KPI). 9. Responsible for operations of the Region, including meeting revenue goals for the Region and expense management. Recognizes and responds to changing needs. Regularly communicates with sales representatives, supervisors and all regional staff. 10. To give direction and leadership toward the achievement of the organization's philosophy, mission, strategy, and its annual goals and objectives Show less The Corporate Accounts Manager shares values in excellence, teamwork, original thinking and a passion for finding new ways to improve service provisioning. He is responsible to develop key accounts and be responsible for achieving sales and increasing market share. He is involved with the development of customer plans including all business related activities. He is responsible to implement strategies, execute activities and evaluate promotions results. He is involved in sales forecasting, business reviews, category reviews, trading terms negotiation and joint cycle planning with customers. 1. Liaise with Marketing Section identify TTCL’s Corporate Customer needs and determine appropriate service concepts, and performance targets associated with sales, service levels and customer profitability. 2. Provide leadership to the development and monitoring of plans and performance targets relating to the activities of the Unit. 3. Provide leadership to the development, implementation and review of effective and efficient processes and procedures as above. 4. Report on the performance of the Financial Institutions Corporate Customer Unit in terms of the above targets, against budgets/plans, and review and report on variations to plans, offering action to take advantage of any given opportunity. 5. Maintain appropriate interfaces with the Network Services Group to ensure that Service Provisioning and Service Assurance processes are managed seamlessly 6. Maintain appropriate interfaces with the Corporate Services Group to ensure that the credit management and collections activities are in line with the requirements of the Revenue Assurance Process and TTCL’s credit policies. 7. Ensure that all personnel within the section understand their roles and responsibilities, and are able to perform them in a competent manner. Show less

  • Regional Manager/Dar es Salaam Central

    Jul 2007 - Jun 2009

  • Manager, Corporate Sales

    Aug 2004 - Jun 2007
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  TTCL-TANZANIA TELECOMMUNICATION COMPANY LIMITED

  Jul 2009 - Aug 2013

  Head of Customer Service department is responsible for the work of managers and supervisors of the Call Center, Customer Care and Product Development.• He is responsible to manage and direct all aspects of customer service of inbound call center operations to ensure the clients, both internal and external, receive ‘Best in Class’ service. • Direct and focus the vision and strategic, operational, and tactical plans customer service functions to co-create and support the overall vision and strategy of the Marketing and Customer Service area. • He leads a team of Product Development Managers to complete functional design activities including creation of high level business requirements, detailed functional requirements, user interface, user and business process workflows, and detailed business logic definition. These responsibilities also extends to leading interaction with client during the design and development process• The Head of Customer services collaborates with product management, network engineers, and quality assurance through a defined product development life cycle to deliver product features to market.• He Coaches Customer Service Team in order to achieve high performance. Structures the training agenda for department members • He Provides feedback to the company regarding service failures or customer concerns. Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes• He engages deep customer involvement in functional design with each release to ensure alignment with market and customer needs and• Head of Customer Services Manages task execution, tracking, and status reporting for accountable tasks in the Definition and Delivery phase of the product development lifecycle Show less The Head of Business Unit is primarily responsible for Business Development and focus on uncovering and developing the business models for new activities / business manage all aspects of the operations of the Business Unit• To ensure that the team’s performance, quality and timeliness of work meets required standards • To liaise with senior client personnel and to understand and manage their expectations • To ensure that service level agreements are met and maintained • Provide leadership to, develop and maintain an effective team through the selection, training, compensation, motivation, termination and review of Dar es Salaam Business Unit • Maintain existing and establish new partners to increase the delivery capabilities of the Business Unit• Establish and implement a comprehensive professional development plan, including documented process and procedures for staff performance appraisals, progression and promotions, rewarding, effective training programs• Contribute towards strategic business development and marketing of external prospective clients• Ensure that the team’s performance, quality and timeliness of work meets required standards and supports the team’s goals • Manage and maintain SLA (Service Level Agreement) and ensure compliance • Identify and coach team member(s) for management succession purposes • Manage the finances (budget and expenditure) of the Business Unit • Continuously refine and improve processes across all operational areas• Develop and motivate staff to drive accountability, ownership, performance and productivity• Collaborate proactively with other heads to establish service level metrics, key performance indicators and dashboards for all teams Show less

  • Head of Customer Services

    Jun 2010 - Aug 2013

  • Head Of Business Unit

    Jul 2009 - May 2010
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  Fleming Gulf Conferences

  Nov 2011 - Nov 2012

  Speaker
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  EDIT International Company Limited

  Nov 2012 - Apr 2014

  Director

  Position DescriptionsLead and oversee the development and growth of profitable new business and to develop and maintain effective key agency relationships. Responsible for all aspects of managing and motivating the Business Development Team. Ensure business growth through directing and managing business development activities to ensure these are delivered in accordance with the organizational strategy.Key Responsibilities and Accountabilities•Contribute to the development and refinement of Company’s vision and strategy •Support the overall process of management and corporate decision-making to ensure the organization maximizes its short, medium and long-term profitability and shareholder returns •Liaise with other executive heads on the implementation of the company’s strategic and operational plans •Develop, review, and report on the business development division’s strategy, ensuring the strategic objectives are well understood and executed by the teamOverall Business Development Function Management•Impact the profitability of the company through ensuring strategic and tactical management decisions and new business development results•Discover opportunities to determine in what way the resources required to produce improved and new goods and services can be mobilized•Manage businesses under EDIT International based on opportunities, market trends, instincts and visualization•Develop and implement ideas and concepts on researched opportunities and prepare budgets and earnings projections based on extensive and comprehensive research•Maintain and develop organizational culture, values and reputation in its markets and with all staff, customers, suppliers, partners and regulatory/official bodies •Assume significant accountability for the risks and the outcomes of the new enterprises, ventures or ideas•Review sales reports and financials and comparing them to the goals set out in the plans Show less

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  Tanzania Telecom

  Aug 2013 - Jan 2017

  Director of Human Resources
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  Global Events Management

  Jul 2015 - Jul 2015

  Speaker
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  Human Resources Management

  Feb 2017 - now

  Human Resources Consultant