Latest Jobs at MTN Nigeria

Reports To: Manager - Financial Operations Enterprise Asset Management

Division: Finance

Mission:

• To account for all company-wide Financial Operations activities (Fixed Assets, Carrier Operations, Revenue Management, Expenditure Operations, Business Support and General Ledger), support various divisions on financial issues and maintain commercial relationships with external stakeholders.

Description:

• Review and approve the Asset Walk down reports and reconciliation of MTN assets across MTNN switches and office locations. 
• Approve electronic asset movement form and follow up on all theft and faults from incidence reporting.
• Coordinate the analysis and reconciliation of monthly asset additions to physical verifications and physical count to the fixed asset register. 
• Generate monthly relevant reports; and submit all month end deliverables within the reporting deadline.
• Approve asset disposal requests and review the net book value information provided to relevant stakeholders for disposal purpose.
• Monitor asset verification and tagging in line with MTNN policy and review the update to the fixed assets register with the tagging information.
• Review all reported incidents relating to asset theft, damaged assets and other incidents and post asset impairment journals and follow up with stakeholders on reported incidents.
• Journal postings to write-off assets from fixed asset register, for depreciation charges and other adjusting entries.
• Ensure proceed on disposed assets are remitted and recorded appropriately, in agreement with the set accounting standard. 
• Coordinate Asset Walk down verification exercise across MTNN locations. 

Education:

• A first degree in any discipline, but a finance and management related degree is desirable.
• A professional accounting qualification (ACA, ACCA, CPA, CIMA).
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Experience in core accounting function
• Knowledge of Microsoft Office tools
• Experience in using an ERP system is desirable
• Experience in Finance functions in the telecommunications industry would be an added advantage

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Reports To: Manager - Channel Quality and Compliance

Division: Customer Relations and Experience

Mission:

• Lead a team responsible for ensuring channel operations meet the highest standards of quality and compliance, driving process improvements, audits, and risk management initiatives to maintain regulatory adherence, enhance customer satisfaction, and support business growth. 

Description:

• Develop and review quality criteria guidelines for various online channels (Call Center, Virtual and digital).
• Conduct weekly, monthly, quarterly audits within the Online, Virtual and digital Assistance Centre adhering to agreed standards and service levels.
• Facilitate internal calibration and calibration with operations team to ensure compliance to CRX quality management metrics.
• Monitoring and escalation of non-compliance from the Call Center and virtual channels environment.
• Conduct quality gap analysis, report deviations, identify non-compliance and regulatory breach across all channels. and follow up for closure
• Provide insight on training needs identification for the top call drivers, which enables the Call Centre team, retrain agents on handling top call drivers.
• Benchmarking of service delivery within and outside the industry to generate insights on improving products, processes and services.
• Ensure checks are carried out periodically to forestall any revenue leakages across Call Centre and Digital channels.
• Provides VOC to the business with regard products and services, which enables the business to make informed decision.
• Back-office customer complaint ticket closure audit
• Customer contact reasons management and monitoring
• Deliver quality assurance guideline (QCG) training for customer care representatives.
• Monitoring and operational supports to various projects through Training, frontline sensitization and post implementation Quality checks

Education:

• First degree in any relevant discipline 
• Fluent in English 

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Resource planning experience, preferably within a call customer interfacing environment
• Vendor management

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Reports To: Manager - Key Relationship Management

Division: Customer Relations and Experience

Mission:

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location 
• To drive productivity, professionalism and operational efficiency in the attainment of excellent service delivery 
• To assist in the maintenance of established quality standards through first line evaluation and reporting of process flows with the aim of identifying areas for process improvement 

Description:

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues. 
• Monitor Accounts as assigned by partners. 
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection. 
• Conduct daily assessments of consumer accounts, ensuring proper segmentation and accurate upload of customer details 
• Proactively identify possible reconciliation issues and promptly escalate to relevant process owners  
• Ensure accuracy of bill before it is sent. 
• Perform other tasks as required by SCRP Or CRP regarding account or product enquiries 
• Participate in mock and actual bill run quality assurance, ensuring only high-quality invoices get to the customer 
• Perform software installation and configuration requests to customer satisfaction. 
• Carry out cross & up-selling of products and services 
• Perform incidence escalation process in compliance with laid down policies and procedures 
• Log compensation calls for inconvenience to customers 

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 call center (Prepaid/Postpaid) environment 

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Reports To: General Manager - Business Development

Division: Sales and Distribution

Mission:

• To ensure growth in MTNN’s base in line with the strategic business objectives
• Drive compliance within all customer acquisition and SIM registration touch points.
• To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.

Description:

• Develop compelling business cases for investment within relevant verticals, to assist in clearly identifying return on investment and risk.
• Support the development and implementation of the national sales strategy within regional channels, as well as ensure that regional targets and service levels are duly met.
• Review market and channel needs and plan and manage the procurement and distribution of SIM cards, ensuring this is in line with approved business forecast.
• Lead the initiation and management  of  targeted activation at identified  customer acquisition touch points
• Ensure customer acquisition & compliance programmes meet business objectives and customer acquisition channels requirements
• Track and administer the procurement process of approved number range, review acquisition and deployment plans /number usage and ensure availability of numbers across the country.
• Review business forecasts, track and monitor SIM procurement, SIM Card stock in channels across the regions and administer the distribution of SIM cards in line with approved plans.
• Manage repair and swap process for SIM Registration kits and ensure subscriber details are up to date and correct as well as ensure the security and accessibility of the database.
• Analyze target trends in trade channels within regions and monitor and prepare periodic reports on sales and distribution, SIM Card stock in channel across the regions and related trade channel activities.
• Conduct competitive research, to find out competitors’ strategy for implementing acquisition and Registration within the region
• Identify new markets, business within the region and act as liaison between MTNN and newly identified customers
• Ensure effective management of customer acquisition and SIM Card Registration within the region.
• Coach and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development
• Identify, evaluate and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.

Education:

• Fluent in English and language of country preferable
• A first degree in Economics, Business Administration, Commerce or any Social Science degree
• Possession of a post graduate degree maybe an added advantage

Experience:

9-17 years’ work experience comprising:

• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• Worked across diverse cultures and geographies advantageous
• Sales experience in an FMCG environment, Services industry/Logistics environment
• Telecoms experience would be an added advantage

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Reports To: General Manager - Finance Business Partnering

Division: Finance

Mission:

• To provide overall management, guidance, support, and reporting of financial activities, including OPEX and CAPEX, for all Divisions apart from Network Group. 
• To monitor and improve all field spending effectiveness through rigorous tracking and partnering cross-functionally, improve financial and operational controls and effective reporting

Description:

• Develop short and long-term business strategy for all Divisions, administering all financial/business planning and resource development supports for them.
• Develop MTNN quarterly forecast, annual business plan and other strategic plans of the company, representing MTNN’s performance report to the top management and senior stakeholders.
• Facilitate the entire budget and business plan process for MTNN, ensuring adherence to standard format and guidelines.
• Develop and perform special projects, financial modeling and analysis and make appropriate recommendations.
• Develop and implement tools, systems and processes for effective financial control.
• Provide leadership and manage the Finance Shared Service team, participating in all Divisional high-level decision-making management meetings.
• Act as interface with Finance Department, the board and stakeholders, external/internal parties, on submission and release of budgets and Divisional financial activities.
• Develop and provide guidelines to all the Divisions to effectively manage and control expenditure.
• Provide input in the negotiation of all commercial requirements for Divisional suppliers’ agreement.
• Drive and coordinate cost savings ideas/ initiatives and projects for Divisions. 
• Prepare and present Divisional financial management activities, OPEX and CAPEX reports, providing effective management information for decision making.
• Coach and train both Sales support and Financial control team as well as the Finance Shared Service team to ensure understanding of the objectives and goals of the department, awareness of set target/requirement and regularly review their training needs. 
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• Fluent in English and language of country preferable
• First degree in Accounting/Economics or related area of study
• A professional accounting qualification (ACA, ACCA, CIMA)
• MBA is desirable

Experience:

9 – 17 years industry-relevant work experience including:

• Manager track record of 2 to 5 years 
• Worked across diverse cultures and geographies advantageous.
• Experience in implementation of financial systems improvement initiatives.
• Experience in developing and enhancing operational systems and controls to meet existing and future business requirements.

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Reports To: Chief Marketing Officer - CMO

Division: Marketing

Mission:

• Lead customer value management initiatives, designing and delivering customer lifecycle programs that drive revenue and profit margin growth, while leveraging data insights to personalize customer experiences, enhance loyalty, and maximize customer lifetime value

Description:

• Develop and implement strategies for customer segmentation, retention, and value enhancement.
• Design and manage loyalty programs to encourage customer engagement and long-term retention.
• Use data analytics to identify customers at risk of churn and proactively address their concerns.
• Review MTNN corporate direction and develop CVM strategy ensuring alignment with MTN corporate strategic objectives.  
• Manage all direct marketing campaign execution and improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
• Analyse commercial impact of BTL programs on product penetration, ARPU and volume/ value churn. 
• Oversee operational analysis of customer base to identify opportunities to apply products and tariffs to maximize lifetime value.
• Perform channel mix optimisation for base development & retention activities. Drive/ optimise channel execution by setting volume and value targets based on approved budget.
• Deliver volume and value forecasting, retention volume and spend, Cross-sell and up-sell revenue in line with finance budgets.
• Provide base management strategy and ensure operational execution of the following - churn management, customer inactivity and retention, product penetration, base management direct marketing results and Incremental revenue.
• Oversee robust CVM reporting and dashboards and act upon data. 
• Cross-sell and Up-Sell campaigns e.g. voice, SMS and data-upsell, SMS and data-cross-sell. .
• Champion Retention & Churn management e.g. outflow value management, early churn detection, involuntary churn.
• Oversee Base Management e.g. inactivity management, top-up volume and value management, revenue stimulation.
• Champion tariff migration management, revenue boosters.
• Define and execute base development programs and revenue booster initiatives to achieve growth in customer base ARPU through targeted and segmented offers, campaigns, and pricing; specifically, data up-sell initiatives, tariff migration initiatives.
• 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.
• Architect the development of a blueprint for segmented offer management & fulfilment.
• Oversee an integrated output through campaign management, charging and provisioning platforms, by translating CVM objectives to IT / Technical teams
• Define and implement Key Performance Indicators and Metrics for support and operational activities and use these metrics to drive service delivery excellence
• Lead a business transformation to embed CVM decision-making principles and culture across the organization.
• Coach and mentor the CVM team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff career development.
• Lead CVM capability development/ define the CVM capability strategy based on commercial improvement programs and provide opportunities for staff to build on the company’s investment in their training and improve productivity.

Education:

• First degree in Marketing or a related discipline
• Possession of post graduate degree (MBA/ Masters in relevant fields) will be advantageous
• Fluent in English and language of country preferable

Experience:

A minimum of 12 years of working experience, which includes:

• Senior management track record of 3 years or more; with at least 3 years in relevant sector/ industry as per relevant role
• Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
• Worked across diverse cultures and geographies. 
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in customer value creation
• Experience in campaign management

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Reports To: Senior Manager - Platform Management

Division: Digital Services

Mission:

Execute Digital Services’ platform strategy by identifying, developing, and managing platforms that have compelling and competitive propositions to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements

Description:

• Implement and monitor Digital Services’ platform strategy
• Grow platform revenues and subscriptions to exceed targets as specified in the business plan 
• Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services’ platforms
• Collaborate with cross-functional teams to identify and onboard new strategic platforms
• Ensure platforms adhere to all MTNN and regulatory policies relating to digital products and services
• Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CRX, CSS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a platform 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
• Monitor the documentation, development, testing, and launch of platforms according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan
• Provide accurate, current, data-driven, relevant and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, impacting trends, and weekly performance reports – as may be required to guide management decisions and support the business planning process
• Contribute to the growth, satisfaction, and well-being of the team and the development of a team culture focused on growth, innovation, and stakeholder management
• Foster active collaboration and relationships with employees across all levels and divisions in line with MTNN’s refreshed values
• Monitor direct report’s performance and assist in developing their individual streams
• Direct, coach and guide direct report for optimal performance

Education:

• A first degree in any Applied/Social Sciences or related discipline
• Intermediate proficiency in Microsoft Office (Excel, PowerPoint, and Word)
• Certification or training in the following will be an added advantage 
  •  Agile project management
  •  Basic telecommunications fundamentals
  •  Digital products and marketing
• Fluency in English

Experience:

6 - 13 years’ experience which includes:

• A minimum of five (5) years working in a small, medium, or large organisation
• Experience in Information Technology, OTT, or telecommunications is preferred
• Experience in customer service, digital/growth marketing, product and value proposition development, product life cycle management, and product analytics and performance evaluation
• Ability to analyse customer data, identify critical metrics for any digital product, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage
• Experience in A/B testing, customer acquisition, customer service, performance evaluation, product analytics, platform and product development, product life cycle management, revenue generation on digital platforms, and UI/UX will be an added advantage
• Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the organisation, influence stakeholders, and work as part of a cross-functional team

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Reports To: General Manager - Consumer Segment Management

Division: Marketing

Mission:

• Responsible for developing and executing strategies to drive growth, revenue, and customer engagement in the voice services of MTNN. 
• Lead a team driving growth in voice products, partnerships, and market presence, aligned with company objectives.

Description:

• Develop and implement strategies to grow the voice services of the company 
• Identify new revenue opportunities, including partnerships, suites, bundling with data and digital services.
• Drive market penetration strategies to maintain and expand the voice customer base.
• Develop and execute initiatives and voice propositions that will drive customer acquisition and increased market share; this includes end-to-end management of existing products and innovation to create new propositions and related profit streams.
• Create sustainable, profitable market volume and value growth for MTN Nigeria through voice-using customers from the consumer segments.
• Develop promotional campaigns to stimulate voice usage and profitable, quality customer connections.
• Develop detailed plans and programs to achieve set targets for profitability, revenue, value, and market share, and stir up demand in the market.
• Unlock opportunities for incremental voice revenue and share of wallet market growth through initiatives around voice optimization solutions.
• Formulate consumer marketing strategies and initiatives that will ensure relevant brand positioning and broaden brand appeal to the voice-using customers across all segments.
• Define research requirements for capturing key consumer, market, trend, and competitive insights, and use key findings, conclusions, and indicated actions from the qualitative and quantitative consumer and customer research to provide recommendations to drive business performance and stay ahead of competition.
• Continuously identify, review, and monitor the demographic profiles of the consumer segment.
• Provide delivery and performance tracking support to the department and management.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department.

Education:

• First degree in Marketing, Social Sciences, or related discipline.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving telecom landscape.
• Fluent in English

Experience:

9 - 17 years’ experience which includes:

• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• 4-6 years Segment management experience
• 4 years’ experience in Telecoms marketing, strategy development and implementation
• Relevant experience in advertising materials production and management 
• Strong analytical and quantitative skills; ability to use data and metrics to back up assumptions, recommendations, and drive actions.
• Experience working in a medium- to large organization.
• Experience in marketing within telecoms or FMCG.
• Experience working on web and mobile platforms.
• Experience in the telecommunications industry.