Jobs at MTN Nigeria

Reports To: Manager - HR Business Partnering Commercial EB FBB DS

Division: Human Resources

Mission:

• To provide support and advisory services with respect to talent development and career management.
• Responsible for providing academic and career advice to MTNN staff pursuing or planning to pursue academic or professional programs through the Accredited Learning Scheme.

Description:

• Identify and document participant tracking methods and MTNN accountability requirements.
• Develop periodic reports and statistics on learning related activities in the organization and participants’ progress.
• Generate talent and succession planning, career management, and employee development reports as required.
• Analyze and provide statistical data in relation to career management, employee development, and succession readiness.
• Support the preparation of the required documentation for talent reviews and participate in development and career management discussions.
• Collate employee career development plans and maintain all employee career and development records in an appropriate database.
• Provide administration support for MTN’s Leadership Talent Management programme and other development initiatives.
• Provide the required support in driving and implementing business initiatives of assigned divisions.
• Project participation.
• Provide support for the career management function, educating staff on career management options, rules, and related matters, and assisting in career development campaigns.
• Facilitate the completion of any personality or strength assessments to be deployed to employees.
• Facilitate e-learning utilization as part of MTNs 70:20:10 philosophy.

Education:

• First degree in related discipline 
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
• Experience working in a medium organization.

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Reports To: Manager - Knowledge Delivery

Division: Customer Relations and Experience

Mission:

• Analyze customer feedback and NPS data to inform improvements in customer care and business processes.
• Collaborate with stakeholders to deploy tools and processes that bridge customer experience gaps.
• Contribute to implementing key priorities for long-term success in customer relations and experience, driving continuous improvement and optimization.

Description:

• Assist in creating content, articles, FAQs and communication to support frontline service delivery  
• Assist in translating CX and NPS findings, Quality feedback into standardized knowledge materials (e.g., guides, FAQs, SOPs) 
• Facilitate knowledge transfer sessions, workshops, and e-learning initiatives to equip customer service teams with up-to-date information
• Conduct periodic audits and knowledge gap analyses to ensure accuracy, relevance, and accessibility of knowledge assets 
• Drive frontline and customer empowerment by simplifying access to key information and enabling faster issue resolution
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis 
• Manage end-to-end operations of the enterprise knowledge management system, ensuring consistency, findability, and governance Maintain and continuously improve internal and external knowledge bases for better usability and accessibility for employees and customers
• Identify and document recurring customer and frontline pain points using feedback insights and service trend analysis
• Maintain and continuously improve internal and external knowledge bases to align to current business reality
• Assist with measuring and evaluating the effectiveness of knowledge management initiatives and identify areas of improvement within the division and third party

Education:

• First degree in any relevant discipline  
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in the service industry 
• Experience in a Customer Service-related role 
• Knowledge Delivery 
• Experience in content development using Adobe creative cloud
• Experience in the use of Visio for process mapping & documentation