Senior Manager, Segment Planning & Reporting Intelligence at MTN Nigeria

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