8 June 2017

Unknown

Fresh Career Opportunities At MTN Nigeria

    No comments:

MTN Nigeria - The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognizable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

Integration Support Manager

Division: Information System

Core Purpose of the Job
  • End to end impact analysis of new solutions accessing the impact to multiple systems, infrastructure and business processes.
  • Support the delivery of new solutions through reviews, analysis, integration recommendations, technology advances and software evaluation.
  • Define and implement of process enhancements across IS applications and impacted business units.
  • Analysis, design, development, maintenance, and modification of  existing/new solutions
Job Summary
  • Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Provide technical support and assistance to multiple Application teams, troubleshooting, analyzing causes, tuning performance and conducting user acceptance tests.
  • Interface between IS Infrastructure Team and IS Applications Support Teams to ensure optimal capacity planning.  Prepare documentation to support new or enhanced functionalities to IS Applications.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
  • Provide quality support in the analysis, design, development, maintenance, and modification of existing/new solutions.
  • Assist in developing application and management frameworks, processes and procedures in line with the MTN standards and in alignment with MTNN’s corporate goals and objectives for ICT.
  • Analyse and design applications based on business, technical and system requirements and oversee the implementation of the solutions, ensuring the minimization of manual touch points in the application.
  • Develop the project scope, problem statement and goal statement, assist with project-planning and co-ordinate input and maintain plans throughout project life cycle.
  • Monitor and maintain the performance of applications within the business, ensuring constraints and new requirements are documented and updates are created accordingly.
  • Participate in the selection of suitable technologies and determine appropriate technologies that are effective and efficient and in line with approved rules and procedures.
  • Manage and provide direction for the application team in support of business operations and ensure that operational delivery of system outputs are met in line with OLAs and SLAs.
  • Review applications and ensure availability of operational recovery strategies and mechanism.
  • Support the delivery of new solutions through reviews, analysis, integration recommendations, and technology advice and software evaluation.
  • Understand the architecture of existing Business Support Applications across IS, including interfaces among the applications.
Education
  • First  Degree Computer Science or related field
  • RDBMS Certification such as Oracle Certified Professional.
  • Unix/Windows training/certification.
  • Project Management training/certification
  • Javal/Perl Scripting Training/Certification
  • ITIL Foundation certification - desired
Experience
Minimum 6 years’ experience which includes:
  • Minimum of 3 years system integration experience.
  • Business Process Improvement & Planning, organizing & Business Performance measurement
  • Experience in Analytics and Application development
  • Vendor Management(Contract, SLA management and governance)
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.

Pre Sales Engineer

Division: Enterprise Business Unit

Core Purpose of the Job
  • Provide technical and system solution support to Enterprise Sales
Job Summary
  • Assist the sales teams with new business growth by defining corporate client’s technical needs.
  • Assist the sales team in defining corporate clients technical needs with Network Group
  • Assist Sector Manager in technical presentation to clients
  • Identify and tailor technical solutions to suit client needs
  • Analyze, develop and implement solutions for optimum data usage
  • Monitor and control products implemented
  • Define clients’ technical requirements
  • Project manage the technical solution delivery to clients
  • Disseminate technical information to entire sales force
  • Provide technical and system solution support to the business solution’s sales team
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions.
  • Effective self-supervision to ensure quality service delivery in reduced turnaround time
Education
  • First degree in Engineering/Physical Sciences
  • Possess CCNP, MSCP or VCP certification
Experience:
  • Minimum of 3 years’ experience in Network design & operation in Telecoms/internet service provider
  • At least 1 year experience in customer facing role
  • Experience working in a medium  organization
  • Experience in technical sales preferably in the telecoms environment.
  • Business processes and Strategic planning implementation
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.

Accountant, Financial Operations

Division: Finance

Core purpose of the Job
  • To account for all company-wide Financial Operations activities (Fixed Assets, Revenue Management, Expenditure Operations, Business Support and General Ledger), support various divisions on financial issues and maintain commercial relationships with external stakeholders
Job Summary
  • Review relevant general ledger accounts (Income statement and Balance Sheet), the Age analysis of Balance Sheet accounts, relevant general ledger/sub- ledger accounts, reconciliation of weekly and monthly performance reports, relevant schedules and reports for accuracy and completeness in line with set accounting standards.
  • Review and approve journal vouchers and other financial transactions for posting in ERP systems.
  • Supervise the implementation of finance policies, processes and procedures and ensure strict adherence to established internal controls, MTN PPP’s, IFRS, IAS and GAAP.
  • Work with Financial Operations Manager to prepare departmental budgets and provide support in daily unit administrative activities in line with the strategic objectives.
  • Provide input into relevant management and board papers, review supporting documents/back up schedules to meet audit and regulatory requirements as well as analyse/interpret data to facilitate decision making.
  • Ensure efficient optimisation of databases/systems and prompt resolution of all reconciling items.
  • Monitor and report on key performance indicators in order to meet all month end reporting deadlines.
  • Oversee daily operations of the department as well as safeguard company assets and maintain customer/vendor relationships.
  • Coach and train direct reports to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and identify opportunities for team members.
  • Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.
Education
  • A first Degree/ HND in any discipline, but a finance and management related degree is desirable.
  • A professional accounting qualification (ACA, ACCA, CPA, CIMA).
Experience:
  • Minimum of 3 years’ experience in a finance function.
  • Experience working in a medium organization
  • Experience in core accounting function
  • Knowledge of Microsoft Office tools
  • Experience in using an ERP system is desirable
  • Experience in Finance functions in the telecommunications industry would be an added advantage.

Customer Relationship Officer (TQM)

Division: Customer Relations

Job Summary
  • Facilitate the development of team and individual quality and performance standards.
  • Assist in monitoring and benchmarking performance across and within teams.
  • Participate actively in the administration of customer satisfaction surveys and employee satisfaction survey.
  • Calibrate calls within the Online Assistance Centre to ensure compliance to quality management metrics.
  • Conduct Call evaluation within the Online Assistance Centre adhering to agreed standards.
  • Conduct quality gap analysis.
  • Conduct mystery shopping for the customer touch points.
  • Deliver quality assurance (QCG) training for customer care representatives.
  • Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
  • Analyse customers' information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
  • Collaborate with business users to define processes that meet business needs
  • Work with business unit and IS team to define and design user systems architecture.
  • Ensure the availability of all required systems
  • Develop and define IT requirements to support process and system changes
  • Plan and manage the development and maintenance of required user systems
  • Prepare and execute testing plans to ensure high quality results.
  • Create detailed functional design documents for conversions, interfaces, and reports
  • Work with user departments to define roles and access rights to be created for all users in line with business requirements
  • Ensure proper documentation of all user systems and provide user guides for new and/or modified systems
  • Engage with vendor service support groups to bring resolution to system performance or other processing issues
  • Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution
Core Purpose of the Job
  • Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
Job Conditions:
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.
Education and Experience
  • First degree (BSc or HND) in any relevant discipline
  • Minimum of 3 years’ post degree experience
  • Customer Service experience
  • Experience in the Telecoms/Service industry
  • Microsoft Office suite
  • Research/Insights skill
  • Experience in a call center environment
  • Forensic Auditing skills
  • Effective communication skills

Employee Services Supervisor

Division: Human Resources

Core Purpose of the Job
  • Ensure efficient and effective HR service in order to achieve optimum level of employee satisfaction, support the coordination of employee assistance and employee suggestion/feedback programs.
Job Summary
  • Coordinate allocation and distribution of end of year benefits.
  • Equip HR Service Desk Administrators with knowledge of HR policies, statutory provisions and federal regulations in relation to employment and labour laws.
  • Monitor operations of HR Service Desks and ensure compliance with all service level agreements and targets set.
  • Review and assign queries requiring escalation, monitor and ensure adequate closure of cases.
  • Track and monitor the HR Service Centre services provided to managers, regularly reviewing the quality of services, identifying areas of improvement and recommend ways of improving the services.
  • Determine focus areas in service delivery, analysing areas requiring regular clarification/advice and develop proactive approaches to managing related queries.
  • Generate data and reports on service level delivery, ensuring accuracy and reliability of data provided.
  • Implement and coordinate changes/improvement to HR service delivery and carry out ad hoc projects as recommended by the Employee Services Manager.
  • Coordinate leave administration and employee overtime benefit administration and ensure proper documentation of related information.
  • Analyse personnel policies, procedures and programs, assess their impact on staff and make recommendations seeking to provide positive impact on staff and management.
Education
  • First degree in any relevant discipline.
Experience
  • Minimum of 3 years’ experience in an area of specialization with experience with supervising others
  • Experience working in a medium  organization
  • Experience in Expatriate Management and Staff Welfare
  • Knowledge in the generation of data and reports on service level delivery with accuracy and reliability of data and ability to track and monitor HR Service Centre services provided
  • Knowledge in Policy drafting, implementation and interpretation
  • Experience in a multinational organization is an added advantage
Job Conditions
  •  Normal MTNN working conditions.
  •  May be required to work extended hours.
  •  Open plan office.

Credit Performance Analyst

Division: Finance

Core Purpose of the Job
  • Monitor, review and generate reports on Trade partners and credit customers’ performance in line with the credit management policy in order to grow revenue.
Job Summary
  • Develop initiatives to drive revenue growth through the use of credit.
  • Regular follow up on postpaid ’s transactions to ensure compliance with credit terms
  • Prepare reports periodically according to reporting deadlines.
  • Generate credit performance report indicating the ageing of debts and collections.
  • Generate and evaluate Trade Partner and customer credit status, credit utilization and credit sales reports.
  • Receive, prepare and manage correspondence related to assigned credit activities.
  • Conduct credit utilization efficiency on credit customers and trade partners for necessary limit reviews.
  • Review systems to ensure prompt suspension of defaulting customers and blocking of individual consumers as and when due
  • Establish and maintain good relationship with the SBU to facilitate smooth operations
  • Collaborate with SBU in validating data for upload on the credit bureau platform.
  • Engage SBUs on credit portfolio performance
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Education
  • First degree in Accounting, Economics or any other related disciplines
  • Membership of a professional accounting association (ACA, ACCA, ACMA)
Experience:
  • First degree in Accounting, Economics or any other related disciplines
  • 3 years’ experience in an area of specialisation; with experience working with others
  • Experience working in a medium  organization
  • Experience in lending, loan performance review, audit, risk and/or compliance
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.

Charging System Manager

Division: Information System

Job Summary
  • Developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. 
  • Participate in the review of Business Processes to drive efficiency gains.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
  • Liaise with suppliers on service level agreements and all its related issues
  • Contribute to the development of Systems Support Management methodology / framework to guide related activities within the IS Division, defining standards, processes, procedures, metrics and operations requirements.
  • Put in place mechanism and system to ensure prompt, frequent and appropriate update of VAS support system and coordinate and lead team in delivering reliable support services.
  • Monitor and control all system installations and commissioning, provisioning, operation and administration.
  • Develop and maintain an efficient system logs and back up procedure and analyse trends of issues and problems, as well as identify root causes for the dysfunction.
  • Monitor the performance and availability of the VAS & Prepaid systems and network elements and initiate corrective actions to failures in these systems.
  • Verify system problems and provide support to higher-level maintenance personnel.
  • Perform on site remedial support by investigating and identifying reasons for abnormal network conditions.
  • Prepare documentation and reports, collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Core purpose of the Job
  • To manage the installation, commissioning and maintenance of all value added platforms, prepaid services and Data Network
Job Conditions:
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.
Education and Experience
  • First degree in Electrical/Electronics, Computer Engineering or related discipline
  • SUN certification is desirable
  • Minimum 6 years’ experience which includes:
  • Minimum of 5 years’ experience in Ericsson’s intelligent network and charging system operations
  • Minimum of 2 years’ experience in Vendor Management/managed services operations and contract management for both onshore and offshore scenarios
  • Experience in Business Performance and Management.

Customer Relationship Officer (Self Service & Electronic Channels)

Division: Customer Relations

Job Purpose
  • Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location.
Job Summary
  • Participate in the implementation of the back office and complains operational plans
  • Adherence to all defined operational guidelines
  • Ensure prompt and complete documentation of transactions on the Self Service Platforms
  • Provide 2nd level support for queries from IVR, Web Self Service, Self-Care application platforms
  • Collaborate with 3rd level support to follow-through resolution of escalated queries
  • Conduct daily, weekly periodic audits on the Self Service Channels
  • Drive the Self- service adoption initiatives aligning to the organizational strategy
  • Participate in post implementation product testing and UAT
  • Assist in prompt resolution and escalations of customer queries to relevant technical stakeholders
  • Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance customer satisfaction
  • Scripting and sourcing for resources for IVR recording, ensure the voice files are properly labelled in readiness for uploading
  • Monitor the voice files on the IVR to ensure consistency and ensure proper process mapping and documentation
Requirements
Education:
  • First degree (BSc or HND) in any relevant discipline
Experience:
  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Experience in the service industry
  • Experience in Data Mining and Interpretation using Excel & SQL
  • Experience in Channel Auditing
  • Analytical Thinking
  • Experience in Complaints Management/Query Resolution
  • Experience in Business Process Mapping & Documentation
  • Experience in a call center environment
Job Conditions
  • Normal MTNN office environment.
  • May be required to work extended hours
  • Open plan office

Customer Relationship Officer (Billing and Collections)

Division: Customer Relations

Core purpose of the Job
  • Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
Job Summary
  • Participate in mock and actual bill run quality assurance, ensuring only high quality invoices get to the customer
  • Ensure prompt distribution of bills to customers utilizing non-paper delivery options
  • Ensure complete reporting and documentation of all printed invoices.
  • Monitor and report bill delivery status proactively
  • Identify problematic invoices proactively and promptly notify the billing supervisor of such
  • Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details
  • Proactively identify possible reconciliation issues and promptly escalate to relevant process owners
  • Ensure accuracy of bill before it is sent.
  • Perform software installation and configuration requests to customer satisfaction.
  • Carry out cross & up-selling of products and services
  • Perform incidence escalation process in compliance with laid down policies and procedures
  • Log compensation calls for inconvenience to customers
Education
  • First degree (BSc or HND) in any relevant discipline
Experience:
  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Knowledge of MTNN Postpaid offerings, products and other services
  • Knowledge of MTNN Postpaid Consumer Billing, Activation & Provisioning, Credit Risk, Dunning and Debt Management
  • Experience in the service industry
  • Experience in Complaints Management/Query Resolution
  • People Management
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.

Auditor - IT Audit

Division: Business Risk Management

Core Purpose of the Job
  • To perform IT audits of Information and Technology assets, infrastructure and processes within MTNN operating environment.
Job Summary
  • Propose ideas/recommendations to SAM on compliance improvement and quality standards as well as organizational adoption of risk and control self-assessment at operational level
  • Conduct data extraction, analysis, and security reviews utilizing various database, spreadsheet and software tools (CAATs).
  • Evaluate data controls, integrity checks, and audit trails of information technology in operation.
  • Prepare work papers for assigned tasks/audit procedures in accordance with the internal audit manual.
  • Document relevant facts and information to support testing and conclusions so other reviewers can follow the logic and methodology.
  • Perform technical routine and special information technology audits with basic understanding of information technology internal control concepts, in accordance with professional standards and ensure all transaction/administrative documentation is recorded and available for IT Audit Unit or Business use.
  • Conduct review of PPP for coverage, completeness, compliance, and adequacy.
  • Coordinate business unit participation in risk assessment of audit area or project.
  • Maintain all audit administration documentation and information as required on routine and special information technology audits.
  • Suggest or recommend corrective action plans and improvements in the resolution of non-compliance with standards detected through monitoring and auditing of processes and procedures.
  • Work closely with other audit team members to complete each audit exercise and draft audit reports to be reviewed by Manager IT Audit.
  • Value created when engaging with employees.
  • Level of cooperation from external departments.
Education
  • B.Sc/B.Eng/HND in Computer Science or Engineering or any similar qualification
  • Professional Certification – CISA is required.
  • Possession of CISM, CISSP or CIA will be an added advantage.
Experience:
  • Minimum of 3 years’ experience in Risk Management in a Telco or audit firm.
  • Experience working in a medium organization
  • Strong Data Analytics skill with SQL, ACL, BIB, SAS etc.
Training:
  • Internal Audit
  • Forensics
  • Business Risk Management
  • IT Audit
Job Conditions
  • Normal MTNN working conditions.
  • May be required to work extended hours.
  • Open plan office.

Master Brand Manager (VAS/MFS/Promotions)

Job Summary
  • Developing and implementing Marketing Processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains.
  • Contribute to the understanding of the financial strength of key projects involving changes in subscriber numbers, cost of product/service delivery, Marketing spend, average revenue per user (ARPU), return on investment etc and proposing next steps
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Promote a sustainable organizational culture that enhances employee productivity and oversee the management of the year on year performance of all dimensions of the Group Culture Audit.
  • Work with relevant units to develop products/services based on strong profiling of particular groups of customers. Develop initiatives to increase customers’ satisfaction via the customer management process.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Liaise with various stakeholders (departments, agencies/suppliers) to ensure smooth implementation of planned retention initiatives and ensure that such initiatives are implemented within budget.
  • Provide Brand support to other functions like HR/Network group/IS and CR.
  • Manage the strategic frame work for the development of Brand theme communication plans and campaign and monitor associated budget, ensuring compliance with expenditure plan.
  • Develop and execute brand equity building strategies for Master Brand.
  • Develop rollout plans and route to market strategy for all Master brand initiatives.
  • Develop, execute and manage brand equity and affinity growing projects
  • Develop and monitor key market indices as they affect brand preference, equity and market share.
  • Conceptualize consumer acquisition and usage increment promotions in conjunction with segment managers to leverage brand properties.
  • Manage the production of advertising creative materials e.g. outdoor, TV and Radio and supervise and manage all relevant advertising agencies.
  • Leverage MTNF initiatives to enhance brand equity (Develop cause marketing advertising campaign with corporate services).
  • Monitor competitor activities – (Other Telecoms Providers).
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department.
Core Purpose of the Job
  • To develop VAS, Mobile Financial services and Enterprise solutions campaigns that build strong brand equity as well as guide customers into the immersion of a bold new digital world so they can make progress in life.
  • To develop a communication message that will position MTN as network of choice in the minds of individual customers and business entities thereby achieving mental leadership in the adoption of products, services and solutions.
  • Leverage brand assets to drive customers’ acquisition, retention and incremental usage across all customers and Business segments.
Job Conditions:
  • Normal MTNN working conditions.
  • Open plan office
Education 
  • First degree in any related discipline
Experience:
Minimum 6 years’ experience which includes:
  • 5 years’ experience in brand management or Communication in a marketing department/advertising agency in supervisory role
  • Experience working in a medium to large organization
  • Experience in brand strategy, positioning, Communication strategy/ messaging with broad knowledge of Advertising & Media.
  • Experience of developing marketing plans, advertising materials and product life cycle monitoring
  • Experience in stakeholder management/ engagement.
  • Project/ Budgeting Management.

Officer, Customer Support

Division: Enterprise Business Unit

Core purpose of the Job
Ensure top quality customer support in all areas of key account management.

Job Summary
  • Ensure minimal customer churn on managed accounts
  • Constant analysis of Managed customer database for Revenue and Debt management
  • Ensure maximum collection of ALL invoices as at when due
  • Work with product, UAT and support teams to validate new products, new systems and upgrades
  • Generate relevant reports as required by the business
  • Ensure Quality Assurance and prompt invoice delivery
  • Analysis of customer requests for prompt resolution
  • Ensure end-to-end account management for Enterprise customers
  • Liaise with support teams (within and outside the unit)  in order to resolve any customer identified issue
  • Perform Service fulfilments for Enterprise customers
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Education
  • First Degree or equivalent in Social or Management Science Course
  • Membership of Professional Customer Service/Relations associations will be an added advantage
Experience:
  • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
  • Account Management
  • Customer Service/Relationship
  • Experience in a customer service environment in the telecommunications industry.
  • Reporting and advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
  • Debt Management and Revenue Collection experience
  • Fault resolution and issue escalation
Job Conditions
  • Normal MTNN office environment.
  • Occasional travel required
  • Extended work hours which may include weekends

Manager Customer Support (Strategic & Global Accounts)

Division: Enterprise Business Unit

Core Purpose of the Job
  • Implement strategies for the support and management of MTN Business strategic customers through effective and efficient customer engagement and enhanced key account management strategies (prompt fault management & feedback, churn management, continuous service reviews, SLAs adherence, account receivables and generally provide best in class customer experience)
Job Summary
  • Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains year-on-year.
  • Support the SM, EBU Customer Support ( Relationship Management) in ensuring at least 90% collections on monthly, quarterly and yearly invoices due for payment
  • Maintain 5% debt to revenue ratio for all customers within assigned segment.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity
  • Drive an increase in MTNN’s Net Promoter Score.
  • Drive customer trust via customer connect ( weekly on-site visitation)
  • Periodic review of customer service plans to track and manage EBU Run rates
  • Manage performance, engagement and motivation of ALL customer support staff in assigned enterprise customer segment
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Provide leadership, guidance, support and direction for Customer Support Partners
  • Engage major stakeholders in various units/divisions to ensure resolution of ALL customer support related issues
  • Implement ALL customer support SLAs, service plans and PPPs for strategic customer segment
  • Take overall responsibility for account receivables from customers in segment
  • Achieve a minimum of 80% scores in annual Customer Satisfaction Index  survey for enterprise customers
  • Implement the Strategic Enterprise Customer Support framework while measuring and monitoring overall team performance with regards to customer satisfaction on all customer touch-points
  • Manage/implement churn and retention strategies by proactively managing all churn indicators, identifying and mitigating against such.
  • Drive 90% field presence via setting and tracking daily/weekly calls
  • Facilitate the provision, execution and management of customer support OPEX and other budgetary provisions
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Education
  • First Degree or equivalent in Social or Management Sciences, Humanities etc
  • Professional Certifications and/or MBA will serve as added advantage
Experience:
  • Minimum 6 years’ experience which includes:
    • Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others.
    • Experience working in a medium to large organization
    • Experience in managing multinational accounts
    • Customer Relationship Management
    • C-level engagement experience
    • People/Stakeholder management
    • Data Interpretation and Reporting
    • Advanced proficiency in the use of Microsoft Excel spreadsheets and Microsoft Word
    • Membership of Professional Customer Service/Relations associations
Job Conditions
  • Normal MTNN working conditions.
  • Extended work hours which may include weekends.
  • Open plan office.
  • Occasional travel required

Manager, Internal Audit

Division: Business Risk Management

Core Purpose of the Job
  • Manage review of assigned processes (e.g. fixed assets), ensure proper identification of risk areas/control gaps and proffer solutions to mitigate the risks.
Job Summary
  • Support the Shareholder return strategy by developing and implementing Business Risk Management Processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
  • Review strategic initiatives of MTNN and identify Critical Success Factors (CSFs) and cause and effect linkages among strategic objectives and related metrics.
  • Plan audits by understanding organization objectives, structure, policies, processes, internal controls, and external regulations; identifying risk areas; prepare audit scope and objectives.
  • Develop and manage work programs for audit projects /assignments (i.e. define timelines and monitor adherence) as well as perform quality control and assurance.
  • Perform an assessment of risks and internal controls and identifying areas of non – compliance as well as identifying weaknesses, inefficiencies and operational issues.
  • Track and monitor key business processes, identifying servicing/operational constraints and gaps, analyzing and providing feedback/recommendation to attaining service excellence and cost effectiveness.
  • Perform financial, operational, system and process audits of the MTNN’s business units and operations and identify process dysfunction, causes and possible solutions, as well as establish the approach to delivering related improvement initiative.
Education
  • B.Sc/HND in Accounting or any related discipline
  • Professional Certification – ACA or ACCA or CIA is required.
Experience
  • Minimum of 6 years’ experience in Risk Management in a Telco or an audit firm
  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  • Experience working in a medium organization
  • Strong Data Analytics skill with SQL, ACL, BIB, SAS etc.
Training:
  • Process documentation and review
  • Business risk management
  •  General management
Job Conditions
  • Standard MTNN working conditions.
  • Extended work hours

Manager, Regional Sales

Division: Enterprise Business Unit

Job Purpose
  • To develop and drive the Regional Enterprise Business to include SME, Corporates and Public  Sectors sales strategy in the regions to ensure return on investments, profitability and customer satisfaction
Job Summary
  • Developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains.
  • Take appropriate managerial action to ensure targets are met or exceeded when routinely monitored (sales, trend, and profitability analysis, profit margins, return on investment (ROI), market share and value).
  • Develop compelling business cases (motivations) for investment in regional and SME sales, clearly identifying return on investment and risk/s.
  • Set monthly and quarterly targets for regional sales.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Implement standard sales strategies that are tailored to the needs of the region or sales campaign.
  • Review market and internal conditions and develop sales strategy that grows MTN Business revenue streams.
  • Integrate quality management procedures to all business processes within the regional sales function and their effective deployment on a day-to-day basis.
  • Ensure cost-effective management and sales campaigns for all Enterprise Business accounts in the regions.
  • Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all sales targets and KPI’s are met or exceeded.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Requirements
Education:
  • First degree in Business Administration or any related discipline
  • MBA will be an added advantage
Experience
Minimum 6 years’ experience which includes:
  • 5 years professional selling experience to strategic/corporate/SME/Govt. in relevant industry (Oil & Gas, Telecoms, FCMG) and vast regional knowledge.
  • Excellent business acumen and negotiation skill
  • Account Management - Identify and develop robust pipeline of prospects
  • Leadership skills
  • Experience in the enterprise market and sales management in the telecommunications industry
  • Experience in developing key accounts as well as sourcing new business opportunities
  • Knowledge of functions & operations of the Telecommunications industry.
Job Conditions
  • Normal MTNN office environment.
  • May be required to work extended hours
  • Extensive Travel required

Senior Manager, Business Analysis & Planning

Division: Marketing & Strategy

Core Purpose of the Job
  • To drive policies and procedures that monitor and support the organization’s planning and business case development process by providing analysis and advice to Management in the areas of marketing campaigns, analytics, churn management, revenue enhancement, pricing and tariff administration/controls.
Job Summary
  • Developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card.
  • Participate in the review of Business Processes (headcount, process optimisationetc), to drive efficiency gains.
  • Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
  • Serve MTNN’s customers and provide solutions to improve the customer experience.
  • Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
  • Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
  • Drive an increase in MTNN’s Net Promoter Score
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
  • Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide an integrated service
  • Provide advice in the formulation and development of Business Intelligence framework, policies and guidelines and ensure compliance of operations with MTN policies and procedures.
  • Contribute to the development Business Intelligence strategies and initiatives to meet targets in alignment with the division /MTN corporate strategy and in response to events or changes impacting departmental activities.
  • Assess resource requirements for the department, propose budget and actively monitor the approved budget, ensuring it is used in accordance with MTN expenditure regulations.
  • Research and understand best practice in tariff planning and strategy and review MTNN tariff/pricing strategy on all commercial /retail tariffs and interconnected tariff regimes and ensure quality in accordance with best practice /MTN standards.
  • Review the budget process and ensure that quality drivers/assumptions for business plans and the business rules are correctly applied to the process and the forecasting scenarios; and improve continually the forecasting strategy and methodology for MTNN.
  • Carry out quality assurance on business plans and pricing analysis in alignment with MTN business planning methodology and pricing strategy.
  • Coordinate/Liaise with departments within Marketing and MTNN on feasibility of any new or modified product or promotion and or activity that requires a financial assessment, to fully understand the impact on MTNN’s business plan.
  • Manage the monitoring of product / promotion / activity to ensure that it adheres to MTNN’s business plan.
  • Assure integrity of financial modeling projects and review the feasibility assumptions used versus actual behavior in market after launch of product, promotion or activity.
  • Review business processes within the department for effectiveness and efficiency in services, identify areas for improvement and execute action plans to eliminate process dysfunction.
  • Interact with regulatory authorities to ensure all aspects of the telecoms industry in Nigeria are properly understood and build relationships with other telecommunications networks to ensure that MTNN is on the forefront on its tariff strategy
  • Identify, evaluate and track the development needs and performance of staff within department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
  • Coach and mentor the Business Intelligence team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development
Education
  • First Degree in Accounting, Finance, Statistics or Economics
  • A Master’s degree, preferably an MBA
Experience
10 years working experience which includes:
  • 5 years managerial experience in commercial planning and pricing function preferably in telecom industry.
  • Extensive knowledge in leading and delivering on market sizing, forecasting and strategic business planning model.
  • Worked across diverse cultures and geographies advantageous
  • 3 years business planning experience in the telecoms environment or FMCG
  • Proven track record of developing and implementing pricing models, structures and business cases.
Job Conditions
  • Normal MTNN office environment.
  • May be required to work extended hours

Senior Manager, Segment Planning & Reporting Intelligence

Division: Customer Relations

Job Purpose
  • To maintain the organization’s competitive position and profitability by formulating research and development programs; planning and directing all aspects of the organization’s research and development policies, objectives, and initiatives..
Job Summary
  • Developing and implementing Processes that are aligned to achieving all elements on the financial component of the business score card.
  • Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains.
  • Participate in Contract negotiations to reduce cost and drive Optimization efforts.
  • Serve customers and provide solutions to improve the customer experience.
  • Partner effectively with critical high value customers to enhance Corporate Brand
  • Improve MTNN’s Net Promoters Score
  • Develop strategies and champion customer centric culture across the organization and develop/reform relationships with internal and external customers to transform the revenue.
  • Strategic Partnerships with leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom line results and company image/reputation.
  • Network and build solid relationships with internal units and relevant third parties and develop a close working relationship with relevant information sources to provide integrated telecommunication services.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
  • Review internal and external activities in relation to the telecommunications industry and direct the development of business goals, policies, objectives and targets as part of the company’s planning and budgeting process.
  • Manage the development of viable plans for the operations of the department to support the company’s strategic initiatives detailing clear implementation roadmap and milestones.
  • Evaluate internal and external sources of intelligence on a continuous basis and carry out telecommunications industry related research / analysis to establish policies in conjunction with Senior Management.
  • Review and approve proposed forecasts and trends for traffic volumes and flow to the Call Center to ensure achievement of key KPIs.
  • Identify viable telecommunications business opportunities and trends and develop strong supporting business cases for Senior Management approvals.
  • Ensure compliance of customer registrations in line with the industry regulatory requirements.
  • Carry out periodic business process optimization and workflow reviews with the aim of achieving effectiveness of processes and improving operational efficiency.
  • Develop metrics required to measure business processes and performance, build tools and job aids for monitoring performance and identify performance variances to facilitate focus and intervention in critical areas for constant improvement.
  • Review telecommunications market research and assess their relevance to the business and activities of the organization, as well as identify implications for MTNN and possible responses.
  • Carry out value adding research in business areas relating to the telecommunications industry.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the business planning team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Recruit and Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Requirements
Education:
  • First degree in Social science or any relevant discipline / Masters advantageous
  • Post graduate degree in a related field or an MBA is an advantage
  • Professional Qualification from a recognized Customer Relations Body
Experience
Minimum 10 years’ experience including:
  • Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry
  • 4 years’ experience in Business Strategy Formulation and Planning
  • 5 years’ experience in Customer Journey Mapping and Blueprint Development
  • 3 years’ experience in Business Intelligence, Reporting and Analytics
  • Worked across diverse cultures and geographies advantageous
Job Conditions
  • Normal MTNN office environment.
  • May be required to work extended hours
Method of Application
Use the link(s) below to apply on company website.
To View all available vacancies at MTN Nigeria Click Here

ADVERTISEMENT
Unknown

About Unknown

We bring you Current Jobs, Scholarships, Educational Trends and more across the World.

Subscribe to this Blog via Email :

Note: Your Comment will be moderated before it appears here.

© Copyright 2016 Smart Jobs All Rihts Reserved. Designed by Frankie Ifop
About Us | Contact Us | Advertise With Us | Submit Jobs/Scholarships