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  • Posted: Sep 5, 2018
    Deadline: Sep 13, 2018
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    MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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    Business Analyst, Reporting & Analysis (Supervisory)

    Job Description

    • Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department
    • Account for achievement of service levels and sales targets.
    • Co-ordinate activities of Franchise outlets as regards service delivery and ensure optimum stock levels and sales in the outlets.
    • Facilitate the reconciliation of cash/stock and petty cash against approved OPEX / Budget
    • Mining of data from the Enterprise Data Warehouse for analysis.
    • Auditing of Customer Relations data to ensure data integrity and management.
    • Conduct competitive intelligence on products and service offerings.
    • Generate daily, weekly and monthly Customer Relations Reports.
    • Analyse Customer data for the execution of various Customer Relations strategies.
    • Conduct regular customer focused surveys to garner customer feedback and identify customer impacting issues.
    • Generation of customer insight via available customer data to guide strategic CR business decisions.
    • Collect and analyze customer and business information and trends for forecasting and planning.
    • Coordinate and prepare data and reports as required to support strategic decision making.
    • Provide intelligence to support business planning.
    • Identify issues and generate insights for management decision making
    • Assist the Customer Care Manager in the implementation of service initiatives in Franchise Outlets and facilitate prompt and complete dissemination of relevant information to the franchise outlets.
    • Ensure Integrity in managing subscriber data/information.
    • Document actions taken to resolve client problems.
    • Ensure full optimization, coaching and development of team members, including planning and executing team building activity.
    • Ensure team members adhere to all defined operational guidelines.
    • Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
    • Maintain brand alignment in rendering sales and services in service centre environment.
    • Collaborate with relevant departments’ e.g. Marketing in deploying promos.
    • Analyze and report customer impacting trends, Including Competitive Intelligence.
    • Oversee technical activities and associated administrative duties in the franchise outlets.
    • Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
    • Ensure generation of relevant reports for management purposes.
    • Develop key account management tactics in line with the organization’s value proposition. Maintain a good relationship with customers across all segments (Medium and High Value) where applicable and coordinate Customer Engagements within Outlet Environs.
    • Manage customer retention/ loyalty through various initiatives e.g., in-store promos, etc. Ensure customers are educated on use of products and services and enlightened on new products and initiatives within MTN.
    • Ensure customers are advised on what package(s) will suit their needs and MTN products and services marketed to current and potential customers.
    • Manage operators relationship with other divisions within the organization e.g. marketing, NWG etc. and facilitate sales/ service improvements and initiative in franchise operations.
    • 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.

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Open plan office

    Requirements, Experience & Training
    Education:

    • First degree in any relevant discipline
    • Fluent in English. Experience:
    • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
    • Experience working in a medium organization
    • Experience in Customer Care and Management
    • Some experience in formal business analysis

    Training:

    • Business Planning and Analysis
    • Project Management
    • Change Management
    • MS Office Suite.

    Minimum qualification:

    • BA, BEd, BSc or HND.

    Method of Application

    Interested and qualified? Go to MTN Nigeria on careers.mtnonline.com to apply

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