Job Vacancies at MTN Nigeria

• Ensure there is visibility to all Network Elements for effective service management.
• Generate management reports for better business decisions.
• Ensure more than 80% of all Network outages are resolved at First Line Level Support in order to improve network quality and customer satisfaction.
• Provide enabling environment for proper monitoring of status and performance of the network elements, including reviewing periodic reports on such.
• Identify need and oversee development of new interfaces, tool and applications to increase the effectiveness of the Business Service Support.
• Ensure all planned network expansions take place on schedule and follow laid down process and procedures to ensure customer satisfaction.
• Setup and execute technical test plans for application change, new deployment and upgrades.
• Plan and implement an automated system for routine Network Services Management Centre activities.
• Ensure new technology is mapped out correctly into Network Services Management Centre operations.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• A first  degree in Computer Science, Electrical Electronics/Telecommunications or a related field.
• Fluent in English.

Experience:

• 6 - 13 years’ experience which includes:
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization 
• Experience and comprehension of Telecommunications management network philosophy and practice
• Hands-on experience in telecoms, tele-traffic environment, with at least two (2) years in a team leadership role and customer relations.

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• Work with product, UAT and support teams to validate new products, new systems and upgrades
• Generate relevant reports as required by the business
• Ensure Quality Assurance and prompt invoice delivery
• Ensure resolution of ALL service provisioning and sales support PPPs items
• Ensure less than 5% customer churn on managed accounts
• Constant analysis of Managed customer database for Revenue and Debt management
• Ensure 98% collection of ALL invoices as at when due
• Analysis of customer requests for prompt resolution
• Ensure end-to-end account management for Enterprise customers
• Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
• Liaise with support teams (within and outside Enterprise Business)  in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in ES Customer Satisfaction internal surveys

Education:

• First Degree or equivalent in Social or Management Science discipline
• Fluent in English 

Experience:

• 3 - 7 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium-sized organization 
• Experience in a customer service environment in the telecommunications industry.
• Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage 

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• Calibrate calls within the Online Assistance Centre to ensure compliance to Customer Relations quality management metrics.
• Conduct daily Call evaluation within the Online Assistance Centre adhering to agreed standards.
• Conduct periodic audit for the division ensuring service standards are adhered to.
• Conduct quality gap analysis.
• Conduct mystery shopping for the customer touch points.
• Conduct weekly, monthly, quarterly audits for the Online Assistance Centre.
• Deliver quality assurance (QCG) training for customer care representatives.
• Ensure digital channels are updated and uniform information is communicated across these channels.
• Assist the Channel Quality and Compliance Team Lead to ensure the implementation of the Quality Assurance recognition program.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

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

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• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development.
• Handle requests for software installation and configuration.
• Manage all regional escalations by effectively interacting with all relevant support teams.
• Carry out the incident escalation process in accordance with established policies and procedures.
• Manage complaints effectively within the region and minimize incidents of customers referring complaints to external bodies.
• Assist with implementing procedures with a focus on a faster turnaround time for complaints from initial customer contact to resolution.
• Provide information regarding account or product inquiries to current and potential customers
• Gather and schedule customer phones for warranty repairs.
• Investigate and resolve all technical complaints about network coverage, billing, data, and value-added services.
• Improve customer satisfaction by responding quickly, communicating consistently, resolving each case satisfactorily, and escalating cases to support teams as needed.
• Identify and report on customer impacting trends.

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

• 3 - 7 years’ experience including:
• Minimum of 2 years’ experience in customer facing environment 
• Experience in a call center environment
• Experience working in a medium-sized organization 

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• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified Provide Informal training in shops on products, services and promotions being run by marketing ,channel or region and on the spot training/coaching of all visited outlets in territory ( 100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer specific promo specification and perform post-promo evaluation
• Provide weekly/monthly sales activity report, market intelligence report and initial report to Field Service Engineers on state of network in territory
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8-10 visit a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly / monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure information from Distributor Account Executive on Trade Partners product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Manage stock in channel and provide appropriate reports as follows;
• Direct outlets with stock challenges to identified Trade Partners to ensure there is no stock out within assigned territories
• Obtain list of SIM distribution by Trade Partners from Distributor Account Executives  on an ongoing basis and report weekly
• Obtain and record info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) and report weekly / monthly.
• Advice RSMs if there is need for focussed activity in territory to help move stock – As appropriate
• Provide training on site to Increase product knowledge
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure info from DAE on TPs product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Ensure all visited outlets give info on where, when, price etc. of products and provide weekly report
• Query all products in channel older than 30 days from date of purchase and make report to the business on all such stock weekly
• Target 65% space within each outlet (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Ensure 100% POS Distribution to all channels of distribution within 14 days of release
• Ensure 100% replacement of expired, damaged or obsolete materials within territory and 100% removal of obsolete materials and messages
• Obtain info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) – Record and report weekly / monthly.
• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified  - Produce weekly report
• Ensure areas in your territory without adequate TP or sub dealer presence is filled by encouraging TP or sub dealers to move into area.
• Build relationship between lower and upper levels (i.e. between Authorize distributors and sub dealers), Support Trade partners and Sub dealers and link subs, retailers etc to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions
• Ensure collaboration between sub subs, retailers etc to TPs and help nurture the relationship and increase RRP
• Gather market information and provide feedback to 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  Preferably social sciences
• Fluent in English

Experience:

• 1-3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Sales & Marketing experience in a fast moving consumer goods environment

go to method of application »

• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified Provide Informal training in shops on products, services and promotions being run by marketing ,channel or region and on the spot training/coaching of all visited outlets in territory ( 100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer specific promo specification and perform post-promo evaluation
• Provide weekly/monthly sales activity report, market intelligence report and initial report to Field Service Engineers on state of network in territory
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8-10 visit a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly / monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure information from Distributor Account Executive on Trade Partners product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Manage stock in channel and provide appropriate reports as follows;
• Direct outlets with stock challenges to identified Trade Partners to ensure there is no stock out within assigned territories
• Obtain list of SIM distribution by Trade Partners from Distributor Account Executives  on an ongoing basis and report weekly
• Obtain and record info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) and report weekly / monthly.
• Advice RSMs if there is need for focussed activity in territory to help move stock – As appropriate
• Provide training on site to Increase product knowledge
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Ensure info from DAE on TPs product distribution is confirmed and relevant Sub Dealers followed up and provide weekly / monthly report
• Ensure all visited outlets give info on where, when, price etc. of products and provide weekly report
• Query all products in channel older than 30 days from date of purchase and make report to the business on all such stock weekly
• Target 65% space within each outlet (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Ensure 100% POS Distribution to all channels of distribution within 14 days of release
• Ensure 100% replacement of expired, damaged or obsolete materials within territory and 100% removal of obsolete materials and messages
• Obtain info on stocking from ALL visited outlets in territory (where from, when, price, where to & why still pending >30days) – Record and report weekly / monthly.
• Confirm  that  sub dealers and dealer branches are contacted and stock receipt / movement verified  - Produce weekly report
• Ensure areas in your territory without adequate TP or sub dealer presence is filled by encouraging TP or sub dealers to move into area.
• Build relationship between lower and upper levels (i.e. between Authorize distributors and sub dealers), Support Trade partners and Sub dealers and link subs, retailers etc to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions
• Ensure collaboration between sub subs, retailers etc to TPs and help nurture the relationship and increase RRP
• Gather market information and provide feedback to 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  Preferably social sciences
• Fluent in English

Experience:

• 1-3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Sales & Marketing experience in a fast moving consumer goods environment

go to method of application »

• Identify likely to be suspended postpaid consumer accounts for recovery purposes (managed/unmanaged accounts)
• Conduct Post suspension checks to ensure paid-up accounts are active and escalate irregularities
• Conduct Manual claw-back process and revoke of suspension where necessary
• Deploy timely debt collection interventions on Consumer Post-paid Accounts with collectible and bad debt from utilized credit limit to attain divisional/business performance target.
• Negotiate and agree to payment plan terms with customer on aged debt for collections in line with policy. 
• Liaise with Key Account Management and Outbound team for customer engagement on collection intervention
• Prepare and dispatch Demand Letters to accounts in Bad Debt and Quarantine.
• Monitor Pre-dunning & Post-Dunning activities before and after soft suspension of customers.
• Prepare and submit key business performance reports on weekly, monthly, Bi-annual and annual basis including other ad-hoc reports.
• Identify Consumer Postpaid ported accounts and deploy recovery interventions
• Identify, log IT issues affecting the Unit’s day-to-day activities and follow through to resolution, averting revenue leakages and achieve the team/unit’s KPI.
• Spool and report indebted VIP Accounts to the VIP Helpdesk team for debt collection follow-up.
• Generate of data file, collate and submit Consumer Postpaid Ageing Report, Debit & Credit positions and MCC Report to the Credit management unit in Finance. 
• Generate, Compile, Analyze and submit Monthly Revenue & Collections Report to top management.
• Periodic Identification & Compilation of Bad debt & Write-Off accounts listing to Credit Bureau and delisting of paid-ups via Credit management unit.
• Carry out Validation, Mining, Interpretation & Analyzing of all Business Reports (Ageing/Billing Accounts Summary etc.).
• Ensure daily monitoring & reporting of Revenue Vs Ongoing Collection progress to Customer Relations Management 
• Ensure data gathering, preparation, analysis and submission of Billing & Collections Unit Performance Monthly Reports to Management for presentation at monthly review session.
• Participate in Projects, User Acceptance Test to ensure accuracy in execution and delivery of process, product or services.
• Participate in weekly Customer Experience (CEX) sessions and follow-up on issues raised.
• Ensure Consumer Post-paid Bad Debt reduction by year end to =< 5%.

Education:

• First Degree in Banking & Finance, Economics, Accounting, Law. 
• Fluent in English 

Experience:

• 3 - 7 years’ experience including:
• Experience in data analysis, debt collections/prevention & management 
• Experience in consumer post-paid billing & collections operation 
• Experience working in a medium-sized organization
• Prior experience in Customer management and Negotiation 
• Experience in managing complex processes and procedures
• proficiency in use of MS Excel and Power point 

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• Monitor vendor performance against set criteria.
• Set and determine vendor registration requirements.
• Monitor relevant statistics in relation to terms of contract staff/third party agencies performance.
• Support recruitment/selection in line with MTNN defined practices/requirements. E.g. demographics/spread.
• Conduct periodic audit to determine outstanding vacancies and carry out vendor audits and report service level deviations.
• Identify trends pertaining to contract staffing arrangements and proactively identify areas for improvements or adjustments.
• Ensure a seamless third-party employee on-boarding.
• Maintain/manage up-to-date database of MTNN 3rd party contractors.
• Liaise constantly with vendors on matters relating to third party employees, e.g. quality of work, disciplinary, welfare etc and ensure accurate reconciliation of vendor invoices.
• Provide support and advise third party vendors on people issues e.g. staff retention, training, career management, etc. 
• Ensure that the third-party employees seconded to MTNN comply with policies, processes and procedures and assist in the effective implementation of these policies and procedures.
• Assist with audit and budget of contract staff headcount.

Education:

• First degree in any related discipline 
• Fluent in English 

Experience:

• 1 - 3 years’ experience including: 
• Experience working in a medium-sized organization 

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• Ensure continuous liaison with external solicitors for regular updates, compliance with procedural rules of court, stipulated time limits for actions, etc. so as to minimize the cost and adverse effect of litigation
• Assist in the development of appropriate IP strategies for the Company’s business
• Conduct IP clearance for safe use of all new product names and designs, and trademark and design protection as appropriate.
• Docket and review actions relevant to the Company’s IP portfolio 
• Exchange correspondence with external counsel for IP filings and portfolio maintenance services
• Draft and negotiate IP agreements and other IP-related contractual provisions 
• Provide advice on compliance with applicable laws, legal obligations and implications on the company’s business conduct, transactions and policies as it relates to IP and Technology 
• Manage IP enforcement, including litigation, anti-counterfeiting, cease & desist letters, competitor monitoring etc.
• Protect the organization's assets in the area of intellectual property
• Carry out legal (administrative) services work including liaison/correspondence with external bodies and organizations
• Provide legal opinion on intellectual property issues and technology-related commercial agreements

Education:

• LLB, BL
• Licensed to practice law in Nigeria (Nigerian Law school certificate)
• Relevant IP law certifications
• Master’s Degree an added advantage
• Fluent in English

Experience:

• 3 - 7 years’ experience including:
• Experience in IP/Technology law and practice
• Knowledge of telecommunications environment will be an advantage.
• In-depth experience and understanding of the Nigerian framework
• Experience working in a medium-sized organization 

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• Develop and execute strategic marketing plan and programs to achieve set targets for profitability, revenue, value and market share, retention churn, etc.  (short-term and long-term).
• Ensure that operational targets are aligned to business strategy and that long term (1-2 years) implications of actions have been considered in terms of viability of the business from a broad perspective.
• Develop expertise regarding the global carrier marketplace and the economic impact of carrier initiatives to ensure MTNN is aligned to industry best practice.
• Consider the impact of solutions on other areas of the business, as well as on the interdependency of units.
• Drive best practice, continuous improvement and innovation at process and procedure level within the Carrier Services function.
• Construct, implement and fine-tune methods, processes, policies and systems to enhance effectiveness and meet organizational goals.
• Set objectives and targets for Carrier Services team in alignment with business strategy, considering the long term (1-2 years) implications of actions from a broader perspective.
• Implement actions and plans to ensure fulfilment of the Carrier Services objectives, liaising with relevant areas of the business and internal and external stakeholders involved when necessary, to ensure delivery of required solutions, customer experience and SLAs. Initiate corrective actions where applicable.
• Liaise with Strategy and Business Departments to define targets, provide input and discuss all carrier services issues with the business plan.
• Participate in negotiation of Interconnect, Facilities Leading and other wholesale contracts to ensure compliance with business strategic objectives.
• Manage and resolve all competition complaint issues.
• Liaise with Strategy and Business Development to receive mid- to long-term business ambitions in terms of carrier field and to receive business plan impact analysis of regulatory economic issues.
• Represent MTN at relevant forums and conferences.
• Identify and analyze new and emerging trends and understand their impact on needs for the future.
• Develop long-term forecasts and predictions (2-5 years).
• Identify, analyze and facilitate business growth through alliances and association marketing approaches.
• Lead and facilitate the discussion and negotiation of strategic issues with the senior leadership team across the organization and provide high-level strategic advice and guidance that relates to the business.
• Lead the NaaS team, ensuring all team members are acting in accordance with the strategy, and are motivated to succeed.
• Coach and train direct reports to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.

Education:

• First degree in Finance, Business Administration, or any relevant discipline
• Master’s in Business Administration is advantageous
• Fluent in English and language of country preferable

Experience:

• 9 - 17 years’ experience which includes:
• Manager track record of 5 years or more; with at least 3 years in relevant sector/industry 
• Minimum of 5 years proven track record in B2B sales environment, planning, execution and leading new business strategies 
• Worked across diverse cultures and geographies advantageous
• Experience in business case & strategy development and implementation
• Relevant experience in Business Development