Manager - Fulfilment Assurance and Billing FAB Services at MTN Nigeria

Mission:

• Identify and facilitate the automation of key support processes (fulfillment, assurance, billing, reporting, etc.), in line with MTN's business strategy and in a manner that positions MTN as a force within the technology space.
• Understand the business requirements of the Client Success team and conduct robust analysis that would support the design and deployment of effective solutions, leveraging robust business analysis and change management practices and frameworks.
• Facilitate the delivery of other services through MTN ecosystem partners, driving robust engagement with key internal and external stakeholders.

Description:

• Drive the enhancement of delivery and support processes (fulfillment, assurance, billing, reporting, etc.) associated with various solutions (voice, data, converged/ICT) based on relevant market and business needs.
• Adopt robust business analysis practices to ensure adequate solutioning and architecting.
  • Facilitating cross-functional engagements with relevant stakeholders in EB- segments, Clients services, Sales, Business Development and outside EB to support requirement reviews, analysis, management, and documentation with the aim of delivering business value.
  • Document detailed business requirements for the proposed concepts and business constructs from key stakeholders.
  • Ensure the robustness of testing and delivery of a solution that meets customers’ needs.
• Drive E2E management of the initiative development process in terms of quality, timely delivery, and scope management.
  • Facilitate effective scoping and phasing of initiatives, ensuring deliveries are within agreed timelines;
  • Serve as the product owner for all FAB-related deployment activities, effectively carrying out all responsibilities of the product owner as defined by the SCRUM framework.
  • Drive an ongoing review of existing processes and automation requirements in line with technological advancements.
  • Regular coordination with the quality assurance and testing teams for scripting test cases, product validations, spotting any deviations from the agreed business requirements, and performing periodic product quality and performance checks to improve product quality via:
    • Rendering support in fixing issues identified
    • Or raising change requests where necessary to facilitate improvements and enhancements.
  • Ensure full integration of quality management processes within all activities of Propositions and Product Development Group and ensure full compliance with telecommunications license provisions, sector regulations, and competition laws.
• Performance management and reporting: interlocking with the business intelligence team to ensure product performance and revenue insights are accurately reported and consistently monitoring product performance if there are any deviations from the budget, with the aim of:
  • Investigating any anomalies in the product configuration
  • Engaging the segments/CVM team and suggesting possible interventions to improve the product performance.
  • Engaging IT operations in the event of possible defects and resolutions
• Contribute to effective change and transition management as part of the GTM planning and execution.
  • Maintain and manage a transition checklist to govern the go-live/transition to production process.
  • Establish post-implementation monitoring and early-life support structures, facilitating the early resolution of issues. 
• Work with the Enterprise GTM team to develop effective in-life marketing communications and processes for enterprise solutions propositions, products, and services compatible with MTN Nigeria processes.

Education:

• First degree in any related discipline (Engineering, Sciences, Technology, etc.)
• A master’s degree in product development, business analysis, system engineering, or project management will be an added advantage.
• Fluent in English and the language of the country preferable.

Experience:

6–13 years’ work experience, including

• 3 years or more in a similar solution architecting capacity (good knowledge of fulfillment, assurance, and billing journey) within the ICT space
• E2E customer lifecycle management experience is an added advantage.
• Advanced business analysis and solution architecting experience
• Proven experience in project management, scrum, change management, process improvement, and product development.
• Good understanding of systems, networks, mobile telecoms, mobile applications, and emerging technologies
• Good knowledge of data architecture and structuring is advantageous.
• Experience working in a global or multinational enterprise (understanding emerging markets is advantageous)
• Work experience across diverse cultures and geographies is advantageous.