Job Offers at MTN Nigeria

Reports To: Manager - EB Sales Large and Medium Enterprise SouthSouth

Division: Enterprise Business 

Mission:

• To provide professional account management inputs to the creation and maintenance of Enterprise Solutions sales strategy and plan that will deliver shareholder value.
• To direct enterprise sales efforts for allocated corporate accounts within the framework of agreed account development plans, which meet operational targets for revenues, profitability, and customer satisfaction.

Description:

• Increase MTN market share by achieving a set target through the acquisition of new accounts as well as development and maintenance of current accounts.
• Account for the fulfilment of the sales process – from lead generation to bill delivery.
• Seek new clients and create more business opportunities daily, from existing clients, to increase company revenue.
• Conduct research on potential customers and their disposable income using the data mining system.
• Carry out continuous analysis of relevant industry to identify new prospects or opportunities for the corporate sales department.
• Prepare and present all corporate sales (weekly and monthly), contractual documentation and status reports according to MTN quality standards.
• Carry out continuous analysis of relevant industry, to identify new prospects or opportunities for the corporate sales department.
• Log all customer requests for service, queries and complaints, escalate and troubleshoot where necessary.

Education:

• First degree in any related discipline
• Fluent in English 

Experience:

• 3–7 years of experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 

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Reports To: Manager - Client Success LE and Public Sector

Division: Enterprise Business

Mission:

• Ensure top quality customer support in all areas of key account management

Description:

• Ensure zero bad debt on accounts though accurate account and products set-ups on the systems
• Drive credit allocation, collections and debt mgt processes across all assigned clients’ accounts
• Work with product, UAT and support teams to validate new products, new systems and upgrades
• Generate relevant reports as required by the business
• Ensure QA validation is carried out on accounts worked on in the course of each month
• Ensure prompt service delivery by keeping to agreed SLAs
• Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd level incident mgt
• Gather products, services and solutions insights for enhancement of EB offerings in the market
• Drive the Completion of all service improvement initiatives as at when due
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
• Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in EB Customer Satisfaction internal surveys
• Target achievement on EB Revenue Acceleration (Service to Sales)-Upsell/Cross Selling
• Completion of all yearly initiatives as at when due

Education:

• First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
• Fluent in English 
• Service Management certification (added advantage)

Experience:

3-7 years’ experience which includes

• 3 years’ experience of working in a customer-facing team
• 1 - 2 years’ experience in B2B Tech/Telecoms Customer Care/Service, Customer Success. 
• 1 – 2 years’ experience working in a structured medium or large enterprise organization 
• 1 – 2 experience billing, credit, collections and debt mgt role
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Word, MS Outlook, Google applications and AI tools
• Membership of Professional Customer Service/Relations associations will be an added advantage
• Relationship Management /Stakeholder Management

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Reports To: Manager - Partner Management

Division: Digital Services

Mission:

• Execute Digital Services’ strategy to build a digital service ecosystem by identifying strategic partners (external and internal) with compelling and competitive products and services and building and maintaining collaborative, win-win relationships with these partners to drive the adoption of MTNN’s digital services, acquire digital customers, and grow digital revenues and subscriptions in alignment with the overall business strategy and market requirements

Description:

• Collaborate with cross-functional teams to identify and onboard new strategic partners
• Identify and fulfil – as best as possible - the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CR, CS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a partnership management perspective
• Implement an intra-divisional Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements (cross-functional meetings, sessions, and workshops), engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics
• Provide accurate, current, data-driven, relevant and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, partner-impacting trends, and weekly partner onboarding reports – as may be required to guide management decisions and support the business planning process
• Document, develop, implement, test, launch, and review partnership management processes and systems according to the relevant MTNN Policies, Procedures, & Processes Document
• Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services’ partners
• Ensure partners’ adherence to all MTNN and regulatory policies relating to digital services, addressing infractions as may be required
• Monitor and expeditiously resolve complaints related to partner expectations, needs, and priorities, escalating as may be required
• Solicit feedback from partners to continuously improve partner experiences, journeys, and interfaces for MTNN’s digital services ecosystem

Education:

• Bachelor’s degree in business administration, Economics, Computer Science, Data Analytics, or a related field.

Experience:

3-7 years’ experience which includes

• 3–5 years of experience in partner management, business analysis, or strategic partnerships.
• Proven experience working with digital service providers, VAS, fintech, or content partners.
• Experience in telecoms, technology, or digital platforms is highly desirable.

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Reports To: Chief Broadband Officer - CBBO

Division: Fixed Broadband

Mission:

• Lead and implement quality management initiatives that drive continuous improvement, enhance customer satisfaction, and ensure compliance with quality standards.

Description:

• Design, execute and maintain a Quality Assurance strategy across all areas of FBB, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business.
• Identify areas for improvement and implement changes to optimize processes, reduce waste, and enhance efficiency.
• Focus on Total Quality Management from a Customer Experience perspective 
• Ensure adherence to quality standards, regulations, and industry best practices.
• Liaise with Technical teams for the deployment of system-based Customer Centric PPP’s 
• Create and implement Audit criteria and procedures. 
• Conduct audits and assessments to identify areas for improvement and formulate training schedules based on audit outcome. 
• Conduct audits and assessments to ensure compliance with quality standards and regulations.
• Apply total quality management tools and approaches (ISO) to analytical and reporting processes within FBB 
• Lead root cause analysis and implement corrective actions.
• Investigate customer complaints escalated by other Divisions.
• Ensure compliance with best practices (ISO standards) 
• Collate and analyze performance data against defined parameters. 
• Identify deviance from standards, and suggest modifications to ensure compliance 
• Ensure tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary. 
• Produce reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective. 
• Ensure proper monitoring of performance across FBB customer touch through data gathering and producing statistical reports.
• Ensure continuous optimization of existing platforms for Branded Service Delivery.
• Foster a culture of continuous improvement and quality excellence.

Education:

• First degree in any relevant discipline / Master’s advantageous
• Post Graduate degree in a relevant field is desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)
• Fluent in English and language of country preferable

Experience:

9-17 years’ experience which includes:

• Manager track record of 3 years or more in quality systems and processes; with at least 3 years in relevant sector/ industry
• Worked across diverse cultures and geographies advantageous