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  • Posted: Apr 17, 2019
    Deadline: Apr 29, 2019
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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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    Coordinator, Customer Experience Projects (Supervisory)

    Job Description

    • To ensure proper design, implementation and comprehensive assistance in project initiation, planning, technical support execution, control and closure to facilitate CEX projects within assigned division/ department
    • Assist with project delivery within budget (time and financial) and within defined quality criteria.
    • Provide Programme Manager with up-to-date financial position on all projects.
    • Assist in compiling project charter including projecting project scope, problem statement and goal statement.
    • Assist with project-planning in line with recommended tool sets.
    • Track project activities and compliance with planning guidelines and project plans.
    • Co-ordinate input and maintains plans throughout project life cycle.
    • Gather project status and assist in providing up to date information on all projects (where applicable) to Program Manager.
    • Track and monitor identified risks and proactively escalate them in accordance with related escalation rules (where applicable) and procedures.
    • Measure progress per work stream and team members against weekly targets and deliverables.
    • Schedule and track quality assurance reviews and assist with formal project success reviews.
    • Accurately determine, assign, track and manage project task, activity, documentation and time information per internal standards as applicable and relevant to CEX Projects
    • Provide professional inputs and advice to the Manager in developing a project management strategy and plan.
    • Apply best-in-class processes and procedures for effective project management in support of all stakeholder units
    • Create and monitor audit trails of all CEX implemented changes.
    • Conduct CEX change readiness assessments, evaluate results and present findings to the CEX change board.
    • Manage relationships with key customer impacting business units for service efficiency.
    • Provide support in the design, execution, analysis and communication of customer research and feedback
    • Analyse CEX Strategy’s implementation, results and actions from closed loop feedback
    • Get information and insights from the “voice of the Customer” initiatives through various segmented customer engagement programs i.e. Customer Focus Group Sessions, Customer Forums, Online Social media .
    • Provide insight into essential project metrics, monitor and execute SLAs to stakeholders.
    • Keep abreast of business process changes and communicate these to team members.
    • 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

    Experience & Training
    Education:

    • First degree in Business, Computer Science or related field
    • Fluent in English

    Experience:

    • 3-7 years’ experience in an area of specialisation; with experience with working with others
    • 3+ years’ experience in project management
    • Experience working in a medium organization
    • Knowledge of industry best practices (ITIL, PMI, and CMMI) will be an advantage
    • Strong analytical skills
    • Data Management
    • Strong Microsoft Excel and PowerPoint skills
    • Business Planning and Analysis, preferably within the telecommunications sector
    • Competitive and Marketing Research
    • Project Management Reporting
    • Solution Architecture and System Integration expertise

    Minimum Qualification

    • BA, B.Ed, B.Eng, B.Sc or HND

    Method of Application

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

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