Latest Jobs at MTN Nigeria

Job Description
Reports To: General Manager Service Management and Governance

Description
Review MTNN business direction and contribute to the development of Information Services, demonstrating an understanding of MTNN business strategies and needs of the customer.
Develop detailed plans in support of approved strategies in respect of Information Service Management, organizing required resources, monitoring and periodically reporting progress of plans. 
Lead the service management team and drive a service based culture in IS and put in place a reliable support system with clear processes and procedures and tools for measuring service delivery and performance.
Champion and promote service improvements on an ongoing basis to continually improve quality and customer satisfaction with IT services.
Maintain day to day responsibility for the ownership and resolution (including any referral or escalation as may be necessary) of Service Management issues.
Review service metrics (KPIs) that identify the success of the services being utilized and recommend as well as coordinate implementation of changes to Service Management services to improve metrics.
Create and maintain a knowledge repository system to support Service Management function, gathering, analyzing, storing and sharing knowledge and information using a variety of processes and technologies.
Drive an aggressive problem management strategy by ensuring improved vendor response times and proactively identify and resolve problems and known errors.
Manage incident escalation and determine innovative ways to drive dependencies that lie with other units or 3rd party service providers
Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:
First degree in any discipline preferably Computer Science, Engineering or equivalent
ITILv3 Expert, ITIL v4, PMP or PRINCE2, Professional Agile Leader, Scrum Master, DevSecOps
Masters Degree in a relevant discipline will be an added advantage.

Experience:
9 - 17 years’ experience which includes:
Manager track record of 5 years or more; with at least 3 years in relevant sector/industry 
Work experience across diverse cultures and geographies is advantageous
5+ years in a service management role in a complex IT environment  
2+ years of performance testing and capacity planning work experience in a technical disciplines
 

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Job Description

• Reports To: Manager - Operations Data and Analytic

Description

• Configure, build, and test application or technical architecture components
• Work with other developers, designers, and architects to make sure that the configuration and custom components meet application requirements and performance goals
• Assist in developing maintenance plans per application and carry out the maintenance of applications, re-configuring, building and testing components in accordance with OLAs and SLAs
• Code applications in accordance with good security coding practices to ensure the application is free of most common coding vulnerabilities
• Create and execute technical test plans for application change, new deployment and upgrades
• Participate in transitions of the application or technical architecture components to the testers
• Fix any defects and performance problems discovered in testing
• Develop information solutions from a variety of sources for both structured and unstructured data
• Integrate big data solutions with existing reporting and analytical solutions
• Support team and enhancement to ETL system
• Develop and implement big data models and solutions
• Conduct root cause analysis on production issues
• Guidance of entire information management process of both structured and unstructured data
• Understand and interpret complex business requirements and translate them into useful BI applications
• Understanding of Big Data principles, models and solutions e.g. Hadoop and apply it to current projects/initiatives
• Participate in the Systems Development Life Cycle (SDLC)

Education:

• Bachelor's Degree/HND (2nd class lower/Lower Credit) in computer Science/Engineering or a numerate course 
• Related professional qualification/certification
• Fluent in English

Experience:

• 3 - 7 years of experience which includes;
• Experience working in a medium-sized organization 
• Experience as a software developer
• Application development and support experience in the Telecommunications sector

Experience in Scripting and BI tools:

•  Python/Perl
•  Hive, 
•  PowerBI, 
•  SQL 
•  Unix
• Exposure to typical Mobile Telecommunications applications
•  Billing systems (Corporate & Retail Billing, Interconnect Billing)
•  ERP systems (Distribution, Retail, Finance, Payroll, HR, Asset Management)
•  SIM & Mobile Applications ( EVD, Contents Management System, SIM management Application)
•  GSM network interfacing applications (Provisioning, Pre-Paid management systems)
•  Fraud Management Applications
•  Value Added Services(VAS) Applications

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Job Description

• Reports To: Manager - Customer Operations Walk In West 1

Description

• Provide feedback  on consumer usage and perceptions of MTNN product and services for product evaluation and business development 
• Report on competitor activities regarding retail sales and services within the regions 
• Maintain brand alignment in rendering sales and services in service centre environment 
• Manage support services in assigned to the service environment – e.g. security guards, cleaners etc 
• Assist the Customer Care Manager in the implementation of service initiatives

Plan and Execute Team Building Activity 

• Oversee technical activities and associated administrative duties in the Service Centre 
• Supervise account setup and data entry vigilantly for customers
• Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information.
• Manage customer retention/ loyalty through various initiatives e.g., in-store promos, etc.
• Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
• Provide technical, procedural and policy guidance to customer care representatives and other operational staff and supervise all technical activities and administrative duties in the customer assistance centre.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives.
• Co-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.
• Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
• Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
• Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.

Education:

• First  degree in any relevant discipline  
• An MBA will be an added advantage
• Fluent in English

Experience:

• 3 - 7 years’ experience including:
• Experience working in a medium-sized organization 
• Experience in a customer facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations

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Job Identification
1719
Job Category
MTN Level 2

Notes

• Candidate is expected to have required experience and qualification
   

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Job Identification
1741
Job Category
MTN Level 2

Notes

• Candidate is expected to have required experience and qualification

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Job Identification
1748
Job Category
MTN Level 3

Job Description

• Reports To: Senior Manager - CVM Analytics and Insight

Description

• Provide proactive insights to address customer behavior associated with customer identification attraction, retention and customer developments
• Provide detailed granular insights (network, customer behavior, channel, competition etc.) on regional, territory & cluster performance; identifying growth opportunities, root causes, risks and tactical initiatives to improve performance 
• Drive micro market stimulation & address location-based competitor offers by working with the CVM, Sales, Network & Segment teams to drive geographic BTL offers for optimal incremental revenue, improved Network QoS, on-ground activities and one-on-one customer engagement initiatives to drive regional performance
• Support CVM, Product Managers and Segment Managers with analytics & product monitoring reports
• Gather requirements and respond to stakeholder requests to ensure the team backlog is focused on impactful work
• Identify coverage risks and opportunities (i.e. in terms of churn and acquisition potential) and define strategic targets for Network Coverage optimization around costs, coverage quality needs, market opportunities and customer
• Secure successful implementation of key transversal location/geo-based projects and initiatives across MTNN
• Interprete the customer base marketing strategy to identify, plan and implement/build the analytical capabilities required to deliver the CVM base management strategy
• Ensure timely base management reporting and visualization 
• Drive the ROI of base management activity through ensuring the provision and continuous improvement of actionable insights, analyses, CVM reports and dashboards
• Manage delivery of insight for the customer base to the rest of the business, including actionable value- and needs-based segmentation and predictive models, linked with competitor intelligence, and market research.
• Analyze commercial impact of BTL programs on product penetration, ARPU and volume/ value churn. Operational analysis of base to identify opportunities to apply products and tariffs to maximize lifetime value.
• Ensure that the base analytics team has the appropriate level of customer data (quality, breadth and recency), along with the required application toolset, to perform their base analytics responsibilities.
• Develop & Implement models alongside with reporting templates & working flow for standard/ad-hoc requests such as Customer Behavior/CxO Reports/Churn/VLR/GEM etc.
• Create an environment that enables innovation for direct subordinates and across cross-functional teams
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules

Education:

• First degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)
• Fluent in English

Experience:

• 6 - 13 years’ experience which includes:
• 4 years’ experience in the telecoms industry with at least 2 years in supervisory role
• Experience leveraging analytical tools including SQL, python, R, Power-BI to build analytics product and perform analysis
• Experience reviewing code for analytics models and providing recommendations for performance improvement
• Experience presenting to and communicating with senior leadership teams to influence product direction and strategy
• Experience in applying various quantitative techniques to address business problems
• Strong leadership abilities, business acumen and stakeholder management
• Experience in CVM methodology, principles, capabilities, and techniques
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognized as a leader in CVM
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

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1749
Job Category
MTN Level 2

Job Description

• Reports To: Manager Switch Operations

Description

• Troubleshoot & Resolve faults on Core network node elements
• Conduct Acceptance Tests on core network node elements for the purpose of integration in to MTN network
• Provide on-site support to internal & External stakeholders
• Support route integration and expansion 
• Route maintenance and monitoring to ensure optimal availability
• Supervise and Manage vendors for core network node integration & third-party related projects within the Switch
• Perform routine mainatenace as scheduled on core network nodes in line with business continuity requirement
• Ensure 100% availability and transfer of billing & performance measurement stats files between core nodes & corresponding file processing servers
• Support effective Switch Floor space management process
• Conduct routine Switch inspections with ESS, SHE, Compliance and Facility teams to ensure proper house-keeping
• Define & conduct external power alarm simulation tests with ESS team to ensure redundant power supply is maintained in the Switch
• Prepare Daily/weekly/Monthly & Quarterly Dashboard reporting for Switch Alarms, Billing, Projects, Spares management (SPMS), Routine maintenance, Achievements & Targets
• Conduct faulty spares logistics management (SPMS) with vendors within agreed SLA
• Ensure Switch Center Access Policy is enforced with 100% compliance

Education:

• First degree in Electrical/Electronics or any numerical sciences from a reputable institution
• ICT  literate
• Fluent in English 

Experience:

• 3 - 7 years of experience which includes:
• Minimum of 3 years’ experience with hands on in an ICT environment
• Experience working in a medium-sized organization 
• Experience in maintenance/management of core node systems

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Job Identification
1759
Job Category
MTN Level 2

Job Description

• Reports To: Manager Commercial Legal 

Description

• 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.
• Review legal cases, petitions and internal matters requiring legal input /perspective, consult with all relevant parties, advise on case/petition/legal related matter, provide recommendation on course of action and effectively take appropriate and approved action in accordance with the rules and regulations of MTNN.
• Draft legal agreements and review all relevant documentation supporting contracts for authenticity and validity, reviewing commercial agreements and documentation of transactions.
• Conduct proactive prevention of litigation, ensuring Legal processes and services are effective and efficient in line with defined and approved design and rules. 
• Administer controls to ensure compliance with statutory and regulatory requirements and effectively integrate ethics, compliance and preventive law efforts, ensuring MTNN activities are compliant with laid down laws and governing regulations/statutes.
• Prepare monthly management reports.
• Carry out legal (administrative) services work including liaison/correspondence with external bodies and organizations, structuring and negotiating commercial transactions.
• Settle legal issues between MTNN and 3rd parties, assisting in managing liquidations and disputes.
• 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 Law 
• Fluent in English

Experience:

• 3-7 years’ experience in an area of specialisation; with experience in supervising others
• Experience working in a medium organization 
• Civil/commercial litigation experience.
• Knowledge of the telecommunications environment will be an advantage.
• Commercial/technical and/or further legal qualification will be an advantage
• Experience in handling and negotiating funding
• In depth experience and understanding of the Nigerian framework
   

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Job Identification
1755
Job Category
MTN Level 3

Job Description

• Reports To: Senior Manager Analytics and Market Development

Description

• Coordinate market opportunity identification via market research and demand assessment activities to ensure effective development and management of highly differentiated broadband value propositions
• Develop and execute plans for sustainable market development 
• Develop comprehensive product requirements/designs and collaborate with the Design team on implementation
• Manage the development process of propositions/offers, products & services, from idea generation to product launch/support to ensure business set targets are met
• Support the business operations divisions and work with cross-functional teams including Project/Demand Management, Design, Revenue Assurance, Quality Assurance, Compliance, Regulatory, Go-To-Market, Business Intelligence teams to launch propositions/offers, products & services
• Drive continuous improvement initiatives and enhanced operational efficiencies including special focus on managing products resulting in creation of product encyclopedia with all product/service features and tariff optimization
• Develop effective partnerships with suppliers and vendors to launch quality products & services and ensure customer satisfaction
• Define and implement communications strategies that will support a differentiated MTN brand position that sets the organization apart from the competition
• Identify consistently the most effective media to communicate the MTN Brand in the marketplace
• Collaborate with complementary value-added service providers to co-create differentiated propositions that address customers’ needs effectively 
• Drive the adoption of new growth opportunities for the business within the market
• Oversee the initiation and management of go-to-market activities targeted at identified market segments
• Design and carry out periodic enhancements of customer journeys for each existing and new product
• Create awareness for existing and new broadband products by leveraging on traditional and new communications media
• Define campaign objectives for each new product and enhancement initiatives
• Determine the best marketing campaigns, channels, sales strategies and pricing models to ensure sustainable success for MTN broadband products
• Evaluate the financial viability of existing and new products and segments based on historical and projected product uptake, revenues, operating costs and capital costs
• Ensure full understanding of the telecommunication industry (Global and Local) trends and developments in order to assess the strategic technology and regulatory impact on MTNN’s current and future business.
• Establish processes and standards for impact assessment, and evaluation of systems and technologies with regards to customer experience
• Review market intelligence and competitor insight, develop approaches for penetrating the markets, identifying constraints, challenges and trade-offs of the go-to-market approaches
• Monitor and review on product profitability and market segment performance trends
• Partner with MTNN’s Ecosystem Value-Added Service (VAS) Partners to deliver business value 
• Develop the framework for technical and commercial knowledge transfer and establish same as a key component of the employee performance management system within the Market Development Unit

Education:

• First degree in Economics/Business Administration/Other relevant commercial disciplines preferred
• Fluent in English

Experience:

• 6 - 13 years’ experience which includes:
• Market development experience of 3 years or more, preferably in telecoms industry
• Coordinated multiple projects with internal and external stakeholders 
• Worked across diverse cultures and geographies advantageous

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Job Identification
1758
Job Category
MTN Level 2

Job Description

• Reports To: Manager - EBU Customer Support Strategic and Global Accounts

Description

• 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