Analyst - Process at MTN Nigeria

Reports To: Manager - Service Delivery

Division: Customer Relations and Experience

Mission:

• Ensure proper design, implementation, and availability of technical support for user systems within assigned division/ department 

Description:

• Work with multiple stakeholders across the business to define new business processes and facilitate process improvement on existing processes.
• Maintain key controls and review processes, where applicable, to ensure operating integrity and compliance with internal and external regulators as prescribed for the business unit.
• Effectively communicating key process changes, summarizing complex items into simple models or visuals that can explain the key points and impacts of the change and share this with stakeholders at multiple levels to gather input, feedback, and engagement on the future state design of processes.
• Identify, plan and implement key projects to improve quality, reduce costs, increase productivity resulting in significant business improvement and customer satisfaction.
• Coordinate efforts with project teams, including business, IT, and third parties to identify processes, apply Lean/Six Sigma principles, and coordinate with teams to develop/implement automation solutions.
• Drive business process improvement efforts to ensure that standardization, efficiencies and best practices are employed while leveraging systems, automation and other solutions as needed.
• Provide process analysis and improvement expertise to support functional and cross functional teams to develop and manage process change and operational improvement across the organization.
• Undertake relevant impact assessment(s) to appraise and evaluate options for the identified business process /system improvements.
• Review information and trends to ensure that the output of processes is achieving the desired results and that services are meeting agreed upon service levels

Education:

• First degree in any relevant discipline 
• Fluent in English.

Experience:

3 – 7 years’ experience in an area of specialization; with experience working with others

• Experience working in a medium organization 
• Experience in Customer Care and Management
• Some experience in formal business analysis