Analyst - Service Integration at MTN Nigeria

Reports To: Manager - Service Integration and Special Projects

Division: Customer Relations

Mission:

• Develop and manage best practice standards and transformation initiative delivery to respond to internal and external drivers, challenge existing practice and identify new and better ways of working in order to accelerate the retail space towards achieving its strategic outcomes, whilst maintaining balance between sales, service and compliance and increasing quality and customer satisfaction.

Description:

• Mining of data from Power BI tools for analysis. 
• 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 centre 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.
• Ensure generation of relevant reports for management purposes. 
• 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 activates 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.

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