Senior Manager - Solution Development at MTN Nigeria

Reports To: General Manager - Enterprise Marketing

Division: Enterprise Business

Mission:

• To drive the development of new products and enhancements of existing solutions, in line with MTN Business strategy and in a manner that positions MTN as a force within the technology space,
• To ensure relevant stakeholders understand the lead-to-cash (L2C) process for all solutions/ services, leveraging robust change management and capacity development techniques.
• To facilitate the delivery of other services through MTN ecosystem partners, driving robust engagement with key internal and external stakeholders.
• To enhance key support processes (fulfilment, assurance, billing, reporting, etc.), leveraging technology (AI, automation etc.) in line with MTN Business strategy to convert client support requirements into effective solutions/processes.

Description:

• Drive the development of products and solutions based on relevant market and business needs, as defined by the unit’s key stakeholders (EB-Segments, Clients services, Sales, Business Development and outside EB)
• • Plan and coordinate product and service delivery efforts through detailed analysis & elicitation, design review & validation within the delivery value chain 
  •  Drive the enrichment of EB product & service roadmap following customer needs, technology refresh & digital transformation through:
  • • Coordination with Segments team, IT & Networks on key platforms & solutions evolution with a view to enriching & expanding the EB product feature & function list extracting value to the business through proposition development with segment team.
    • Interlocking with the Partnership/IT teams to discover critical capability & ecosystem partners leveraging & enhancing product & services delivery to achieve business value.
• Adopt robust business analysis practices to ensure adequate solutioning/ architecting:
• • Facilitating cross-functional engagements with relevant stakeholders in EB-Segments, Clients services, Sales, Business Dev & outside EB to support requirement reviews, analysis, management & documentation with the aim of delivering business value. 
  • Document detailed business requirements for the proposed concepts/ business constructs from key stakeholders.
  • Ensure robustness of testing and delivery of solution that meets customers’ needs
• Drive E2E management of the product and initiative development process, in terms of quality, timely delivery and scope management
• • Facilitate effective scoping and phasing of product deliveries within agreed timelines
  • Maintain in-life products and services within the distinct Enterprise Solutions Product strategy.
  • Manage product withdrawal, ensuring that alternative solutions are available to customers, that a migration path to alternative services is properly planned and that the changes are effectively communicated.
  • Regular coordination with the quality assurance & testing team for scripting testcases, product validations, spotting any deviations from the agreed business requirements & performing periodic product quality & performance checks to lift product quality via:
  • • Rendering support in fixing issues identified 
    • Or raising change requests where necessary to facilitate improvements & 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 Business intelligence team to ensure product performance & revenue insights are accurately reported & consistently monitoring product performance if there are any deviations from the budget with the aim of:
• Investigating any anomaly in the product configuration.
• Engaging the Segments/CVM team & suggesting possible interventions to improve the product performance. 
• Engaging IT operations in the event of possible defects & resolutions 
• Contribute to effective change/ transition management, as part of the GTM planning and execution
• • Document relevant processes and artifacts e.g., FAQs, customer journeys, Lead-to-Cash (L2C) & Issue -resolution and escalation path (T2R) documentations.
  • 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 early resolution of issues.  
• Render prompt solutions support to Segment teams, Sales & Clients success team on new product delivered through:
• • Periodic trainings & support on new products & services delivered. 
  • Periodic participation in key customer meetings & workshops to enhance closure of major customer deals. 
• Review market and internal conditions and provide professional input and contribute to the development of strategies for ES Propositions and Marketing Relations, demonstrating an understanding of MTNN business strategies and needs of the customer.
• To understand the business requirements of the Client Success team and conduct robust analysis that would support the design/ deployment of effective solutions, leverage robust business analysis and Change management practices and frameworks.
• Drive the enhancement of delivery/ support processes (fulfilment, assurance, billing, reporting, etc.) associated to various solutions (voice, data, converged/ ICT), based on relevant market and business needs. 
• 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. 
• Continuously review existing processes and automation needs across customer support platforms, ensuring they evolve with new technologies to improve overall process efficiency

Education:

• First degree in any related discipline
• Fluent in English and language of country preferable
• Master’s degree in product development, business analysis, system engineering, project management will be an added advantage

Experience:

9 - 17 years’ experience which includes:

• Manager track record of 3 years or more; with at least 3 years in relevant ICT sector 
• Combination of telecommunication and technology experience is an added advantage
• Advanced business analysis and solution architecting experience