Analyst: CRM & Billing at MTN Nigeria

JOB DESCRIPTION

Mission/ Core purpose of the Job

• The Analyst CRM & Billing specializes in customer relationship management platforms, such as Salesforce. Bayobab CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space.
• The digital platform 1.0 serves Wholesale Fixed Connectivity teams.
• This role will be responsible for leveraging same platform this time for the different FiberCo.
• The job duties include organizing and analyzing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships. 
• The role will assist to build the first wholesale fixed & mobility digital platform.

RESPONSIBILITIES

Key Performance Areas: 

• Core, essential responsibilities / outputs of the position (KPA's)
• The Analyst CRM & Billing (Infraco Delivery) will be accountable for the following:
• Assist the involved FiberCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs
• Elaborate business requirements needed to build call-to-cash journey 
• Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements
• Perform UAT for the new releases prior to expose the features to WM teams
• Conduct UAT with key End Users from FiberCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off 
• Build CRM Platform playbooks & FAQs
• Conduct End Users trainings for new features & releases
• Onboarding new users providing adequate induction training
• Provide End Users support in collaboration with IT system admin and 2nd level of support team (SLA for resolving business critical issues to be one hour) 
• Analyze & build related reports/dashboards
• Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Role Dependencies

• GlobalConnect business lines
   

QUALIFICATIONS

Job Requirements 

(Education, Experience and Competencies)

Education:

• Minimum 3 Year Academic Degree in (Business Administration, Commerce or Marketing/Engineering)  
• Fluent in English and language of country preferable

Experience:

• Minimum of 3 years’ experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
• Agile Scrum Methodologies (desired)
• Wholesale Mobility (voice, SMS, CNS) business experience (desired) 
• Experience working in a medium organization

Competencies:

• Understanding of the mobility infrastructure wholesale landscape with a focus on emerging markets
• Good understanding of internal processes to manage fulfilment of orders effectively
• Strong networking skills to build MTN GlobalConnect professional relationships 
• Effective oral and written communication skills
• Strong computer literacy
• Project management skills
• Entrepreneurial mindset

Head 

• Manages the alignment and execution of tactical activities
• Assists in solving business challenges but looks to others for advice and guidance
• Executes on innovative commercial practices and identifies areas for continuous improvement

Heart 

• Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Is self-aware and supports team capability development through opportunity creation for realising potential
• Builds relationships with customers and teams to uphold the MTN brand

Hands 

• Drives team objectives and contributes to sustainability of results
• Clarifies priorities, plans, organizes and co-ordinates the work of others

Other:

• Regional and international travel