Analyst - Service Integration, Customer Relations at MTN Nigeria

ob Identification: 1305
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Service Integration & Special Projects
Division: Customer Relations

Description

• Provide data and analysis to support the business planning process by management.
• Ensure generation of relevant report (daily, weekly and monthly across all retail channels for management decision making purposes.
• Audit and review of data to ensure data integrity and adherence to data governance policies.
• Provide intelligence to support business planning
• Establish logistics of delivery schedules, monitor/supervise progress and contact clients, vendors and suppliers to resolve problems
• Maintain brand alignment in rendering sales and services in service center environment.
• Collaborate with relevant departments’ e.g. Marketing in deploying promos.
• Analyze and report customer impacting trends, including Competitive Intelligence to guide management decisions
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Develop key account management tactics in line with the organization’s value proposition.
• Participate in developing and improving project management capability, standards, methods, processes that will improve performance and efficiency of the unit.
• Create, maintain and deliver high quality process documentation and process re-engineering.
• Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department.
• Co-ordinate activities of Franchise outlets as regards service delivery and ensure optimum stock levels and sales in the outlets.
• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
• Oversee technical activities and associated administrative duties in the franchise outlets.  
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Develop compelling business case, problem statement and project charter for management consideration and implementation across MTN Walk-in touch points
• Analysis and Reporting of Fortnightly regional performance using Power BI tools for management decision making
• Analysis and computation of commission due to all franchise outlets pan Nigeria
• Analyze and report customer-impacting trends, Including Competitive Intelligence, data mining using customers behavioral and spend patterns
• Maintain brand alignment in rendering sales and services in service Centre environment.
• Implementation of service initiatives in Franchise Outlets and facilitate prompt and complete dissemination of relevant information to the franchise outlets.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:

• 3 - 7 years’ experience which includes:
  • Experience working in a medium-sized organization
  • Experience in Change Management
  • Experience in Business planning and analysis
  • Experience in Project Management
  • Proficient use of MS Office Suite – Excel, PowerPoint.