Manager, Customer Acquisition, CRM, Billing & Channels at MTN Nigeria

Job Description

• To Plan, design and support the delivery of solutions to respective end-users and ensure all IT systems function properly.
• To Plan, coordinate and oversee activities related to the development and integration of software programs and applications of the Information System Group (ISG).
• Support the Shareholder return strategy by developing and implementing Information System Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• 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, including Customer Acquisition, Channels
• Manage relationship with internal and external customers and suppliers to ensure MTNN value proposition and value for money on all product development projects.
• Manage the day to day working relationship between internal and external teams to plan and execute integration strategies necessary for the integration of information or functions between key application services and systems.
• Lead a group of Technical Experts responsible for solution design and integration
• Gather information from stakeholders as well as the development team and verify what product is desired and create a high-level design of an end-to-end solution.
• Guide requirements analysis activities within the business, identifying and/or auditing product proposals, business requirements, existing policies and technologies.
• Validate that the requirements meet overall business process needs, are within the project scope, and consistent.
• 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.
• Engage with all stakeholders to ensure proper end user support and customer care procedures are in place for products
• Manage systems design and development process to ensure optimal support for product specifications.
• Keep abreast of developments in technologies and strategies in the local and international business environment and recommend value-adding improvements to MTNN’s IS and product strategy.
• Manage and guide design and coding activities within the business, identifying and/or auditing product proposals, business requirements, existing policies and technologies
• Provide aid in channelling and resolving issues arising from delivered solutions.
• Direct necessary checks to ensure development activities conform to the objectives set out at project initiation.
• Evaluate user requirements and product concept specifications and provide guidance with regards to solution architecture, design and development
• Coordinate the activities of service integration development teams
• Evaluate MTNN’s business plan as well as the role of IT Strategy in the business plan
• Direct the activities of team members in understanding the business plan and IS Strategy; and designing /developing solutions to support / achieve the objectives
• Manage the systems design, development, delivery and release process to ensure optimal support for product specifications
• Manage the team in ensuring that the technical/solution architecture is followed and that services necessary to meet the changing needs of organisation are implemented and maintained
• Ensure compliance of solutions with established architecture standards
• Ensure Joint Application design sessions are held with relevant stakeholders
• Review developments in technologies and strategies in the local and international business environment and recommend value-adding improvements to IS division and product strategy.
• Analyze and define and implement interfaces between business applications to provide integrated solutions.
• 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
• Track and monitor performance of solutions and provide resolution to issues and problems in respect of products delivered.
• Identify training and development needs for team members and manage related skills enhancement programmes to ensure enterprise targets are fully met.

Job Condition:

• Normal MTNN working conditions

Experience & Training
Education:

• First degree in Computer Science, Computer Engineering or related discipline
• Professional Certification in: eTom, TAM, CBAP, TOGAF methodologies

Experience:

• 6-13 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  • Project management experience will be an advantage
  • Minimum of 5 years solution analysis, design and integration experience and exposure to formal requirements and design processes
• Minimum of 5 years’ Experience in Telecom industry - Good understanding and knowledge of
  • Billing applications
  • Systems integration & design
  • Channel types – contact and contactless
  • Customer Management applications like Siebel, CLM, SalesForce etc
  • Customer Acquisition applications
  • Formal Application architecture frameworks - TOGAF
  • Formal Solution Development methodologies– Waterfall, Agile, Kanban
  • Service Oriented Application (SOA)
  • Product, Interface & visual designs
  • eTom, TAM, CBAP, TOGAF methodologies

Minimum Qualification

• BA, B.Arch, B.Eng, B.Sc or B.Tech