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MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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Description:
- Design, direct and ensure Cost-effective solutions and innovative approach to network planning is maintained.
- Produce detailed microwave link engineering design using Pathloss planning tool.
- Plan and design Fiber infrastructure route and connectivity plan using google earth and AutoCAD planning tool.
- Produce detailed integration (L2, L3) and IPDCN plans for optical multiplexer and aggregation Nodes.
- Produce detailed synchronization plan for last mile links/sites.
- Produce detailed IP networking plan and LLD.
- Ensure IP plans are optimally assigned by continuously re-dimensioning IP Clusters and spheres in line with MTN PPP.
- Ensure optimal utilization and management of MTN Microwave Frequency channels and IP Compatible Nodes.
- Provide transmission engineering support and information timely and accurately.
- Ensure that accurate scope of work is issued to contractors to the satisfaction of all stakeholders.
- Ensure Links and Nodes meet international & MTNN performance standards from capacity utilization and performance point of view.
- Optimize and manage transmission capacity end to end across the access network.
- Topology network designs (architecture) and capacity dimensioning.
- Develop work Authorization that contains accurate and relevant information.
- Analyze and determine the type of equipment to be used for transmission purposes.
- Resolve transmission failure and problems attributable to planning.
- Ensure availability of updated information on the Live and Planned Transmission Networks.
- Ensure customer insight management & engagement (traditional & new business)
- Conduct LOS Survey and TSS for new and existing BTS site and Enterprise Client locations within assigned region of responsibility
- Ensure value is created through effective stakeholder management
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
Education:
- First degree in Computer Science / Electrical Engineering or related discipline
- Cisco Certification to Professional Level required with a bias in Security
- CCIE certification would be an added advantage
- Fluent in English
Experience:
- 3 - 7 years’ experience in an area of specialisation; with experience working with a team
- Experience working in a medium organization
- Experience with Transmission
- Experience in Electrical radio engineering, microwave radio transmission at high frequencies and fibre optic transmission networks
- Experience in connectivity, route planning, IP planning technologies, topology, logical networks.
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Mission:
- Identify and assess customer needs to achieve customer satisfaction.
- Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
- Effective use of customer management systems and practices.
Description:
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
- Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
- Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
- Achieve at least an 80% score in FBB NPS internal surveys.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Ensure resolution of all service provisioning and sales support PPPs items.
- Ensure end-to-end account management for broadband customers.
- Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.
Education:
- A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
- Fluent in English
Experience:
3–7 years’ experience in an area of specialization, with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Professional certification in customer service and relationships will be an added advantage.
go to method of application »
Mission:
- Identify and assess customer needs to achieve customer satisfaction.
- Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
- Effective use of customer management systems and practices.
Description:
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
- Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
- Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
- Achieve at least an 80% score in FBB NPS internal surveys.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Ensure resolution of all service provisioning and sales support PPPs items.
- Ensure end-to-end account management for broadband customers.
- Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.
Education:
- A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
- Fluent in English
Experience:
3–7 years’ experience in an area of specialization, with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Professional certification in customer service and relationships will be an added advantage.
go to method of application »
Mission:
- Identify and assess customer needs to achieve customer satisfaction.
- Provide a higher level of quality customer support to all Fixed Broadband (FBB) customers.
- Effective use of customer management systems and practices.
Description:
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with a negative impact on customer support and relationship management.
- Implement new initiatives to simplify customers' journeys across all digital channels and regularly review FAQs to address customers' needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customer pain points and resolving issues before escalation
- Liaise with support teams (within and outside Fixed Broadband) to resolve any customer-identified issue.
- Achieve at least an 80% score in FBB NPS internal surveys.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Ensure resolution of all service provisioning and sales support PPPs items.
- Ensure end-to-end account management for broadband customers.
- Educating customers about available broadband plans, features, and promotions and assisting them in selecting the most suitable options based on their needs.
Education:
- A first degree or equivalent in Social Science, Business Management Accountancy, or a related discipline Course
- Fluent in English
Experience:
3–7 years’ experience in an area of specialization, with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, Salesforce software, and customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Professional certification in customer service and relationships will be an added advantage.
go to method of application »
Mission:
To provide direction and advice on all broadband products and services operations, set standards for related activities, develop strategies for effective customer support services in line with the goals and objectives of MTNN, and establish resource requirements.
Description
- Adequately capture the team’s business requirements and document same via user stories for IT implementations.
- Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
- Oversee the management of broadband customers, review related trends, and develop approaches to enhancing services and improving customer journeys and experiences.
- Manage the overall quality of onboarding customers, investigate customer complaints, and develop solutions to enhance MTNN’s services to customers.
- Proactively recommend, implement, and follow up on necessary service delivery improvement processes and initiatives with internal stakeholders.
- Develop and maintain a dispute management and escalation process and track disputes and issues through resolution within the specified SLA.
- Manage and lead the strategic implementation of the service operations in line with MTN's business strategy.
- Increase operational efficiency and effectiveness in broadband support operations.
- Recommend new strategies in customer management according to best practice.
- Ensure effective quality assurance and service management across all areas.
- Audit customer service procedures, policies, and standards, track trends, and determine system improvements.
- Oversee the management of FTTX estates in their region and drive retention.
Education:
- First degree in Business Management, Financial Management, Accountancy or any Social Science Course or any related discipline
- Master’s in Business Administration advantageous
- Fluent in English
Experience:
6 - 13 years relevant work experience including:
- Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry
- Worked across diverse cultures and geographies advantageous
- 4 years of management experience in a customer-oriented service environment.
- Experience in managing service level agreements, process and service improvements and billing systems
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Description
- Analyze additions for upload into Asset register and depreciation groups.
- Ensure proceeds on disposed assets are adequately remitted and recorded appropriately.
- Provide tax unit with detailed analysis of disposed assets for capital gains tax purposes and deferred tax reversal.
- Update fixed asset register with disposals and movements.
- Carry out tagging and periodic verification of company’s fixed assets.
- Carry out walk down of company’s fixed assets.
- Conduct in-depth analysis to identify specific trends, explain past performance and recommend opportunities for improvement, within the division.
- Provide supporting documents, records and schedules to meet audit and regulatory requirements; and all schedules /reports (including age analysis, assets movement, etc.).
Education:
- First degree in any discipline, but a finance related degree is desirable.
- Part qualification in any recognized professional accounting examinations (ACA, ACCA, CPA, CIMA, etc.) will be an added advantage.
- Fluent in English.
Experience:
3 - 7 years' experience including:
- 3 years post NYSC experience in a Finance function
- Knowledge of Microsoft Office tools
- Experience in using an ERP system is desirable
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Mission:
- Define customer relationship strategy, design processes, and facilitate support for internal and external Fintech customers, agents, and merchants.
- Ensures adherence to service level agreements (SLAs) and defines the tools needed for back office staff to achieve the objectives.
Description:
- Define and organize the execution of the strategy for customer relationship excellence.
- Contribute to the strategy definition for the organization.
- Align tools and processes with the changing dynamics of the internal and external ecosystems.
- Implement best practices for the fraud desk and align with internal control and audit.
- Responsible for providing support on set-up and other agent operational issues for partner banks and other financial institutions.
- Support the daily reconciliation of Finco Merchants and run reconciliation for specific system accounts as indicated by the Settlement and Recon team (Finance).
- Ensure effective risk management practices, including supervision of ECW permissions and front-team access management of MoMo systems.
- Input into Products and Services Testing, Support, and Implementation.
- Execute FinCo-wide transformation initiatives,
- Implement adequate risk mitigation and controls.
- Prepare and timely share all relevant Fintech reports for internal and external stakeholders.
- Conform with the technical and organizational measures implemented by MoMo PSB to ensure the security and confidentiality of personal data to prevent unauthorized or unlawful access, use, disclosure, alteration, or destruction.
- Assist the Data Protection Officer in responding to data subjects' or regulators' requests and providing any information or documentation required for data protection compliance.
- Report any actual or suspected data breach to the Data Protection Officer immediately.
- Assist in the development and implementation of a training plan in order to build and develop skills within the team.
- Performance: manage resources in accordance with HR policy and legislation where necessary.
Education:
- Degree or diploma in any related discipline or its equivalent in the area of specialization
- A postgraduate diploma or certificate in process management is advantageous.
Experience:
9-17 years of relevant experience in a similar position, with at least 3 years in a senior managerial role related to customer service
- Experience in fintech, banking, or financial services is preferred.
- Experience working in a global or multinational enterprise with a good understanding of emerging markets
Method of Application
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