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- 1. 1 of 6 FEMI AKANDE House 12, Close 17, Satellite Town, Ojo, Lagos. +234 (0) 803 200 7902; +234 (0)802 222 8730 femiakande@gmail.com Profile I am a human-resources professional with an extensive background in various aspects of HR including Learning Management, Talent Management and Business Partnering. I also have an extensive background in media management, customer service, process re-engineering and quality assurance audits. During my over 13 years work experience, I have participated in various organisational projects with 100% record of delivering within stipulated timelines. Competencies Ability to conduct integrated training needs assessments without supervision, Ability to evaluate, coordinate, design, and deliver a comprehensive range of training and education programs Sound teaching and facilitation skills Ability to determine training objectives Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community Skill in preparing instructional aids and plans Organizing and coordinating skills Excellent ability to design, develop, implement, and evaluate training plans, curricula, and methodology. Project management Quality Management Systems Audit Experience May 2015 Present Talent Development Advisor MTN Nigeria Limited Leadership Talent Management and Development: Partner with National Talent Custodian for MTN Leadership Talent Management Programme. Advise client engagements that align talent management objectives with corporate goals and provide positive operational outcomes. Develop policies and guidelines around talent management/ talent development. Advice business units on policies and processes that guide career management. Facilitate and deploy MTN succession and retention plans.
- 2. 2 of 6 Coordinate MTN Leadership Talent Management Programme viz Talent Accounting, Talent. Demand and Supply Planning and Succession Readiness Management. Advice individuals and divisions on cross posting/secondment requirements. Alignment of the Leadership Talent Management Programme with the local and talent pool management. Educate new employees, transferees and cross-postees on performance management and career management issues Local Talent Pool: Identification of critical jobs for optimal business performance. Work together with the line to identify possible successors. Conduct annual talent review sessions and translate to talent development plans. Assess talent readiness and translate to talent development plans. Implement talent development plans. Career Management: Identification of key and critical skills required in MTNN and generation of a talent pool of current employees with identical skills and aspirations. Develop the current skills of the employees to align with the future required skills of the business. Execute development frameworks such as project participation, Job rotation and Secondment that enhance the skills of employees to align with strategy of the business. Execute initiatives based on the review of the talent succession pool to ensure the productivity of employees to the business. September 2010 May 2015 HR Learning Advisor MTN Nigeria Limited Design and update training manuals on the business products and services Facilitating (organizing and implementing) generic and specialized training programmes. Product and customer Service Training delivery and evaluation Collate and analyze training reports in line with budget and business needs. Development of periodic reports on training related activities in the organization. Manage organizational Learning to enhance organizational performance and productivity Manage staff development processes in alignment to organizational objectives, attraction, retention and development of key talents Coordinate and implement Competency based learning interventions Internal learning Consultant to internal clients on personal self-development and career plans.
- 3. 3 of 6 Manage learning delivery for assigned divisions to ensure learning and development is linked to Human Resources Service delivery model Implementing and coordinating processes that bridge competency gaps to meet business needs and personal development plans Manage organizational capability development Manage the alignment of organizational capability with the business strategy Manage the Corporate Induction process. Internal Training school management. Design and develop or source training programmes tailored to organizational needs. Coordinate and Implement learning interventions Internal learning Consultant to internal clients on personal self-development and career plans. Member of various cross-functional project teams including the Investors in People (IiP) Standard and Gold Certification project teams and the Leadership Experience Development Framework (LEF) project team. August 2009 September 2010 Training Coordinator: Managed Services Ericsson Nigeria Limited Conducting integrated training needs assessments and analyses. Evaluate and coordinate a range of training and education programs for Ericsson field engineers and front and back office support staff. Developing training curricula and recommend or utilize vendor programs that meet instructional goals and objectives. Managing the Zain (Airtel) Technical Training Centre. September 2007 August 2009 Specialist: HR Learning and Development Zain Nigeria Limited (Currently Airtel Nigeria) Conducting integrated training needs assessments and analyses. Evaluate, coordinate, design, and deliver a comprehensive range of training and education programs Teaching and facilitating various training programs especially within the commercial group. (Customer Handling Skills, Various Soft skills, Data, Products and Services, Professional Selling Skills, etc.) Preparing instructional aids and plans. Organizing and coordinating various training programs. Developing training curricula and recommend or utilize vendor programs that meet instructional goals and objectives. Formulate training outlines and determine instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops.
- 4. 4 of 6 Evaluate effectiveness of training and development programs and utilize relevant evaluation data to revise or recommend changes in instructional objectives and methods. Managing the Zain Technical Training Centre. October 2006 September 2007 Specialist: Quality Assurance Celtel Nigeria Limited (Formerly Vmobile Nigeria) Monitoring the quality of service delivered by agents on the help lines on a continuous basis to ensure adherence to Standard Operating Procedures. Monitor and report customer affecting processes and Service Level Agreement with a view to identify and remove hindrances for effective query resolution. Conduct research on customer feedback from satisfaction survey Responsible for identifying, analyzing and developing improvements in productivity, quality and customer service. Raise awareness on customer service issues and defining appropriate quality initiatives to improve satisfaction. Identifying and highlight specific trends that develop in the Call centre. Give feedback to consultants on their individual performance and to the team management. Highlight training needs identified amongst the agents to their immediate supervisors, call centre management and Training Unit. Embarking on motivational drive to encourage consultants in putting in their best. Prepare statistical and graphical report on various trends and reactions as it directly affects the subscribers and present it to the Call center management. Maintain detailed up to date records of Consultants quality evaluation sheets in files and excel spreadsheets. Maintain a quality management framework by conducting regular calibration with agents and supervisors to ensure consistency in standard operating procedure. Monitor measure and report on the effectiveness of trainers ad trainings delivered within the customer care group. Manage customer care database. December 2004 to September 2006 Vmobile Nigeria - Call Centre Consultant Presentation of various issues affecting call centre agents at departmental meetings. Representing my team at monthly calibration meetings between representatives of various teams with the Head of Department of Call centre, Quality Assessors, Training and Workforce Management Departments. Preparing various reports on behalf of team e.g. reports on subscriber queries and shift reports.
- 5. 5 of 6 Facilitate in-house training for team members on existing products and new products in the company as a member of the teams in-house training team. Mentoring of trainee call centre agents on professional conduct, use of new applications and excellent customer service delivery, as part of the Call Centre Mentorship Programme. Escalation of various operational and non-operational issues and making recommendations to appropriate authorities as the team change agent. Answer incoming calls on subscribers queries with high level of customer service New products monitoring and evaluation. Logging of calls for record purposes Productivity Tele-Marketing December 2002 - December 2004 New Age Newspapers Aviation Correspondent. Cover and report activities within and around the nations airports. Monitor and report trends within the global aviation sector. Conduct researches and studies into issues and developments within the global aviation sector. Coordinate the publication of the Newspapers weekly aviation section. Adhoc duties as may be assigned to me by my line editor. Education and Training B.A (HONS) English Language (University of Ilorin, Nigeria.) Mastering Human Resources Management Certificate (Lagos Business School) Everything DiSC息 Certified Trainer CIPD Certified E-Learning Designer (Chartered Institute of Personnel Development) Deloitte (DDI) Certified Trainer Human Resources Management Professional (HRMP) (Human Resources Certification Institute) SHRM-SCP (Society for Human Resources Management) Languages English Fluent Hausa Fluent Yoruba-Passable Interests Creative Writing.
- 6. 6 of 6 References Available on request