Latest Jobs at MTN Nigeria

Division: Human Resources

Mission:

• Facilitate organizational change initiatives in line with business objectives to ensure changes are adopted smoothly and effectively by all stakeholders to enhance a successful implementation and adoption.

Description:

• Assess and measure organization readiness to embrace and accept the change initiatives.
• Facilitate post-impact assessments as required to determine impact.
• Apply a structured change management approach and methodology to lead change management activities.
• Assess change impact on the current organization and measure organization readiness to embrace and accept the change initiatives.
• Identify potential people-side risks and anticipated points of resistance and develop specific plans to mitigate or address the concerns.
• Work with project teams and stakeholders to integrate change management activities into the overall project plan.
• Develop Annual Strategy that includes Stakeholder Mapping/Communications Plan and Change Management methodology.
• Define and establish org-wide the Rules of Engagement i.e. what triggers a change, the degree of the change initiative, when should an external party be involved etc.
• Collaborate with Business Partners and Line Management in development, implementation, and adoption of change initiatives.
• Build and sustain the credibility of the CMO and agreed metrics to define its success.
• Strategic partnerships with MTNN leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom-line results and company image/reputation.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on customer centricity.
• Facilitate people-impact change initiatives.
• Facilitate an improvement in change management initiatives and perception of frequency of unplanned changes.
• Be the SPOC on Change Management initiatives – facilitate deployment of change management plans.
• Foster a culture that embraces change and innovation – promotes a mindset of continuous improvement that encourages employees to adapt to new challenges and opportunities.

Education:

• First degree in any discipline. 
• Possession of professional certification in Human Resources will be an advantage.
• Fluent in English.

Experience:

6 - 13 years’ experience which includes:

• Experience working in a medium to large organization
• Experience and knowledge of change management principles and methodologies must have a valid Change Management Certificate.
• Experience in leading and undertaking complex transition or change management projects.
• Experience in a consulting / advisory role in HR

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Division: Fixed Broadband

Mission:

• Fulfill Fibrenet orders to customer satisfaction within Service Level Agreement (SLA) and acceptable service standards.
• Orchestrate the service fulfillment process through efficient coordination of key actors and touchpoints to meet run rate targets and support FTTH business acceleration.

Description:

• Track new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners, and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette, and MTN Service Culture.
• Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
• Track HC partner’s material usage (ONT and accessories) and avert stock-outs that may impact service fulfillment operations.
• Activate product types upon successful provisioning of customer ONTs and forward batches of fulfilled JOs to appropriate Customer Service Partners for customer onboarding.
• Update the service fulfillment BSS system (DCLM) in a timely manner and ensure updates are accurate and consistent.
• Effectively manage customers for issues resulting in service fulfillment delays to prevent negative social media comments that may demarket the brand, impede referral sales, or trigger refunds.
• Coordinate home connection (HC) vendor field activities, especially drop cabling activity, customer service etiquette, and stock usage tracking to prevent material stock-outs that may impact SLA and customer journey.
• Be the customer’s advocate throughout the service fulfillment journey and ensure the customer is managed with continuous and consistent communication.
• Develop an effective feedback mechanism to improve operational efficiency and standardize the service culture.
• Orchestrate the interactions and relationships with ecosystem players to achieve continuous upskilling of field teams, service culture, and brand awareness.

Education:

• First degree in Social Sciences, Engineering, or IT-related disciplines
• Fluent in English

Experience:

• 3–7 years’ experience in a service fulfillment role in a telecoms, e-commerce, or financial services industry.
• Experience in customer service etiquette, sales/marketing, or a related function.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
• Experience working in a medium organization.
• Understanding MTN fibre broadband products is an added advantage.
• Basic knowledge of FTTx technology and architecture is an added advantage.
• Excellent organizing, time management, and problem-solving skills.