MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
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Mission:
To develop and execute strategic marketing plans for the micro sub segment of Nigeria’s MSME market segment and achieve market and value share goals in the short, medium, and long term, in line with MTNN strategic objectives.
Description:
- Contribute to the ambition 2025 and Beyond with clear strategy to action and operational plans.
- Plan and develop Small and Medium Segment growth strategy in conjunction with Solution Development, Brand & Communications, Sales Enablement, and other relevant units across MTNN.
- Contribute to the understanding of the financial strength of key projects involving changes in subscriber numbers, cost of product or service delivery, marketing spend, average revenue per user (ARPU), return on investment (ROI), as well as proposing next steps.
- Develop creative and innovative approaches to drive sustainable growth in the SME segment market.
- Provide direction for the development of communications to drive understanding of value propositions and achieve business objectives.
- Drive innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, the launch of products, product or process innovation, business model innovation, etc.
- Utilize strong analytics skills to understand customer behavior and position solutions, working with relevant units across the business.
- Apply research skills to accomplish business objectives; analyze data, search for patterns and trends, and develop key findings, conclusions, and indicated actions from qualitative and quantitative customer research.
- Provide support for advertising, promotions, and events independently from the concept stage (agency briefing, script-storyboard development) to execution (production-flighting).
- Identify, review, and monitor the demographic and vertical profiles of the SME segment.
- Ensure the SME segment marketing strategies are based on clear value propositions that are aligned to maximize existing and new opportunities.
- Evaluate new market opportunities for expansion and revenue growth.
- Provide solution delivery and performance tracking support to Senior Manager, SME segment.
- Drive technology and ICT usage and uptake across small and medium segments in Nigeria.
- Implement key decisions made by the Senior Manager, SME Segment, ensuring that they are tailored to the needs of the segment.
- Review market and internal conditions, develop marketing strategies that grow MTNN’s revenue streams, exceed individual targets and objectives, and assist the department in planning and developing budgets for the upcoming year.
- Integrate quality management procedures into all business processes within the SME Segment function and their effective deployment on a day-to-day basis.
- Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all set targets and KPI’s are met or exceeded.
- Provide any other necessary assistance required in support of the business plan or tactical plans agreed on an ad hoc basis.
- Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
Education:
- A first degree in business administration, marketing, economics, finance, or any related discipline
- Fluent in English
- A master’s degree in business administration will be an added advantage.
Experience:
6–13 years’ experience, which includes:
- A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
- Experience working in a medium- to large organization
- Experience in the enterprise market in the telecommunications industry
- Experience in developing propositions, channel development, as well as sourcing new business opportunities
- Knowledge of the functions and operations of the telecommunications industry.
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Reports To: Manager - Customer Operations Walk In West 2
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 or within a designated location.
Description:
- Escalate and route customer issues to the relevant process operators.
- Perform necessary system transactions related to customer request.
- Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
- Maintain Integrity of managing subscriber data/information.
- Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
- Identify and report on customer impacting trends.
- Enlighten and educate customers on new products and initiatives within MTN.
- Educate customer on use of products and services.
- Document actions taken to resolve client problems.
- Verify correct cash amounts are paid
- Perform software installation and configuration requests.
- Perform incidence escalation process in compliance with laid down policies and procedures
- Collect and book- in customer phones for warranty repairs
- Communicate credit status to customers
- Identify problematic invoices proactively and promptly notify the billing division
- Assist with Printing post-paid client bills
- Generate funds from sales and render after sales support service
- Handle cash and ensure correct amounts are paid
- Collect customer phones for warranty repairs
Education:
- First Degree in any related field
- Fluent in English
Experience:
3-7 years' experience, which includes
- Experience working with others.
- Experience working in a medium-organization
- Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)
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Reports To: Senior Manager - Business Strategy
Division: Strategy and Innovation
Mission:
- Support the organisation’s strategy development and review process
- Actively collaborate with stakeholders across the business to monitor and report delivery of strategic objectives, priorities, initiatives and KPIs
- Support the cascading of Group and Opco strategic objectives, priorities and initiatives across the business in collaboration with Corporate Communications and other stakeholders
- Support preparation and facilitation of Board and Leadership retreats by undertaking research, preparing executive presentations, guiding divisions in the preparation of required retreat documents, capturing highlights, preparing retreat reports, etc.
Description:
- Contribute to the development and/or evaluation of financial and business cases for relevant initiatives.
- Financial modelling: work with multiple (often finance-related and non-related) sources of data, integrating fact-bases and assumptions to develop complex financial and operational models.
- Track and report on the financial performance of strategic projects, ensuring adherence to project budget and schedule, as well as providing insights and recommendations for improvement where relevant
- Develop in-depth understanding of the business and external market forces
- Provide an analytical mindset to solving complex business problems and provide relevant insights for Leadership to make business decisions.
- Focus on content development for initiatives and projects which are required to be incubated by the Strategy & Innovation team.
- Ensure content and solutions are aligned to global best practice
- Facilitate diagnostics and problem-solving workshops, applying economic/ business principles and recognizing intricacies of complex problems, to develop innovative solutions.
- Deploy rigorous analytical and data synthesis skills; in particular develop decision support models to guide strategy and key operational decisions.
- Support the identification and framing of projects in response to market/industry dynamics, business unit and enterprise-wide priorities.
- Articulate project scope, delivery requirement, business case requirements and implementation milestones
- Translate teams' discussions and decisions into effective presentations (tailored to audience and purpose)
- Work with Senior Management to prioritize initiatives within Strategy & Innovation to allocate effort to mission-critical areas
- Drive implementation of strategic initiatives and projects, ensuring the delivery of business objectives and goals
- Challenge senior business leaders and the status quo utilizing data and analytical capabilities
- Provide support to Management by demonstrating conceptual capability, problem solving skills, agility and environmental market awareness to improve business outcomes.
- Act as an effective change agent utilizing influence, stakeholder analysis and change management techniques
Education:
- A first degree in a related field
- Possession of Project Management certification and/or an MBA is advantageous.
- Fluent in English
Experience:
6 - 13 years’ experience which includes:
- Experience working on business transformation projects
- Minimum 4 years’ experience working in a global/multinational management consultancy (understanding emerging markets)
- Management experience is advantageous
- Advanced experience working with Microsoft Excel, Microsoft PowerPoint and Microsoft Project
- Creating strategy documents to address business problems
- Project management experience
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Reports To: Manager - Closed Loop Feedback
Division: Customer Relations and Experience
Mission:
- Harness the power of customer feedback to drive transformative insights, enhancing customer experience and informing operational excellence. Through data-driven decision making, collaboration, and knowledge-sharing: empower the organization to make informed decisions that foster a customer-centric culture and drive continuous improvement.
Description:
- Lead cross-functional collaboration to align feedback insights with internal objectives.
- Ensure secure storage and management of feedback data across departments.
- Monitor progress on feedback initiatives to ensure internal alignment.
- Promoting data privacy best practices in team discussions and knowledge-sharing sessions.
- Establish standardized processes for feedback analysis and reporting.
- Share key insights with internal stakeholders to drive improvements in operations.
- Translate customer feedback into actionable insights to improve services and products.
- Ensure feedback insights reflect customer expectations and preferences.
- Prepare detailed reports and presentations for senior stakeholders.
- Facilitate discussions on feedback-driven initiatives and align with stakeholder priorities.
- Ensure stakeholders understand and value customer feedback insights.
Education:
- First degree in any relevant discipline
- Fluent in English.
Experience:
3 - 7 years of experience, which includes:
- Proficiency in advanced survey design and execution.
- Experience with analytics tools like Power BI, Tableau, and Excel.
- Strong problem-solving skills to address feedback-related challenges.
- Proven ability to work collaboratively with cross-functional teams.
- Knowledge of customer service principles and feedback impact.
- Strong presentation and communication skills for stakeholder engagement.
- Experience in implementing feedback-driven changes within an organization.
- Familiarity with data privacy laws and secure data handling practices.
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Mission:
- To record all company-wide Financial Operations functions – Fixed Assets, Revenue, Expenditure and General Ledger and support various divisions on financial issues.
- To prepare and compile financial information which rolls up into MTNN’s monthly, mid-year and year-end financial statement.
Description:
- Process the movement of CAPEX materials to site by creating transfer orders on the request made by project teams.
- Structuring and creation of demands on capital expenditure (CAPEX) projects.
- Creation of purchase requisitions for CAPEX items (services, intangibles e.t.c.) as part of the asset life cycle process.
- Drive efficiency and turnaround time in the implementation of CAPEX projects.
- Provide timely support and collaboration to all project managers and key stakeholders across MTNN capital project units ( CPUs).
- Allocation/ reallocation of stock based on the demand request and stock on hand report.
- Manage issue to site process.
- Work with Project Managers and Accountants to ensure completed projects are capitalized as appropriate.
Education:
- First Degree in any discipline, but a finance related degree is desirable.
- Part qualification in any recognized professional accounting examinations (ACA, ACCA, CPA, CIMA, etc) will be an added advantage.
- Fluent in English
Experience:
3 – 7 years of experience in an area of specialization; with experience working with others
- Experience working in a medium organization
- Experience in using an ERP system is desirable
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Division: Marketing
Mission:
- To support the development, implementation, and performance monitoring of voice propositions and initiatives.
- Provide relevant and up-to-date information to aid proper decision-making within the authority limits of the voice business manager.
Description:
- Provide input into the development of marketing plan that plays a role in effective product development, launch and quality adoption within the voice business.
- Monitor projects and ensure they are delivered to budget and on time.
- Implement marketing strategies and initiatives to drive acquisition, usage, and revenue growth of MTNN’s voice customers.
- Support in the coordination of voice business promotion, product launch and re-launch from end-to-end.
- Develop work implementation plan, ensuring it is in alignment with the business strategy of the segment.
- Continuously identify, review and monitor demographic profiles for MTNN voice business.
- Work with the Voice Business Manager in the development of advertising/communication concepts in support of MTN’s brand building initiatives that can be successfully executed in the Voice Business.
- Support in building the Voice Business through advertising, media and any other marketing means while managing relationship with key media agencies daily.
Education:
- First degree in any related discipline
- Fluent in English
Experience:
3 – 7 years’ experience in an area of specialization; with experience working with others
- Customer contact and understanding of consumers.
- Marketing plans, advertising materials and product life cycle monitoring
- Experience in Telecommunications Industry/FMCG
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Reports To: Manager - Ethics and Data Privacy
Division: Risk and Compliance
Mission:
To provide the company advisory service regarding the drafting, legality, structuring, fiscal efficiency and compliance of contractual arrangements.
Description:
- Collaborate with relevant teams to develop and implement strategies to ensure MTNN's compliance with all relevant privacy laws and regulations.
- Continuously track new and emerging privacy laws, regulations, and standards (e.g., GDPR, CCPA, NDPA) that impact MTNN's operations.
- Review internal projects, processes, products, services, and vendor relationships requiring data privacy impact assessments (DPIAs). Consult with business units (e.g., Marketing, IT, Network, Sales, HR), advise on privacy risks, compliance gaps, and mitigation strategies.
- Review and advise on data privacy related agreements/clauses with vendors, partners, and MTN Group entities.
- Review documentation supporting data processing activities (data flow maps, records of processing, consent mechanisms) for compliance validity and alignment with privacy laws and principles.
- Support the implementation of data privacy strategies to prevent breaches and regulatory sanctions by ensuring new products/services, marketing campaigns, and internal processes embed Privacy by Design & Default (PbD) principles.
- Provide insights and recommendations on the privacy implications of commercial transactions, data monetization initiatives, marketing campaigns and partnerships to internal stakeholders.
- Advise and provide support on fulfilling data subject rights obligations (access, erasure, portability etc.).
- Support the implementation, and maintenance of data privacy policies, standards, and procedures (e.g., Data Retention Policy, Breach Response Plan, Cookie Policy).
- Prepare weekly and periodic reports on privacy compliance status, key risks, data subject request metrics, breach incidents (if any), audit findings, and data privacy program maturity.
- Assist in performing thorough Data Privacy Due Diligence on potential vendors, partners, acquisition targets (M&A), and new technologies. Assess their data handling practices, security posture, compliance history, and alignment with relevant laws.
- Conduct data protection training and develop awareness programs to educate employees on data protection best practices
Education:
- Fluent in English
- First Degree in Law
Experience:
3-7 years’ experience in an area of specialization; with experience in supervising others
- Experience working in a medium organization
- Data privacy risk management experience. At least 2 (two) years
- Knowledge of telecommunications will be an advantage.
- Technical data privacy and/or legal qualification will be an advantage
- Knowledge and experience of data privacy and governance frameworks, methodologies and emerging practice in the context of the telecommunications industry
- In depth experience and understanding of the Nigerian legal framework
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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
Description:
- Handle prepaid billing complaints, investigating customer issues and developing resolutions to enhance customer experience.
- Identify and track product/system errors, billing issues, and product feature defects, escalating issues as necessary. Ensure integrity and accuracy of product functionality on all applicable systems.
- Track customer complaints and maintain records and support first-call resolution efforts across all channels.
- Assist in root cause analysis to identify trending issues.
- Participate in post-implementation reviews of products and services and liaison with support teams to ensure defects on MTN products and services are corrected and recommendations implemented.
- Promote and ensure compliance with (Company policies, processes and procedures, overall objectives of the organization, regulatory & legal) within the business framework.
- Participate in Projects and requirement review sessions for Process Improvement on Prepaid sim Functionalities.
- Ensure all assigned Trouble tickets are resolved and closed within the agreed SLA.
- Reconcile billing and adjustments on customer transactions
- Channel Support Framework: Management and Support of MTN Service Centers, Connect Stores & Points, Virtual Teams, ISON online team, Account Management Partners and other internal teams.
- Attend and resolve complex issues escalated by departments like Customer Relations, S&D, Staff, IT support etc.
- Collaborate with other teams to carry out User Acceptance Test (UAT)/Sanity prior to rollout of products/services/process redesign to ensure it conforms to all agreed customer support requirements, standards and ensure products meet specification and requirement to satisfy customer needs.
- Participate in the design, development and management of products, services, and applications that meet the requirements of MTNN’s prepaid customers. (product Review)
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Take ownership of customer issues reported and see problems through to resolution, Research, diagnose, troubleshoot, and identify solutions to resolve customer issues
- Review claims related to product and service transactions, advise the legal unit on customer experience management, and attend court appearances to defend the reviews conducted.
Education:
- First degree in related discipline
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience working in a medium organization.
- Experience in a call Centre (Prepaid) environment (Customer Care Rep (Retention& Churn):
- Root cause and analysis
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Mission:
- To provide monitoring & evaluation services, manage MTNF’s information and communications, including the website; and provide guidelines for leveraging all MTNF activities.
Description:
- Business Intelligence, Monitoring, Evaluation and Impact Assessment:
- Develop analytical tools to assess and evaluate input, activities, outputs, outcomes to showcase impact of MTNF interventions.
- Develop a robust M&E system for the Foundation to enhance sustainability and reduce risk, exposures etc.
- Develop reliable measures for assessing return on investment of and conduct impact assessment evaluation of MTNF initiatives.
- Develop project viability monitoring protocols and provide studies on key developments in the different program areas.
- Develop M&E model for MTNF projects.
- Develop & supervise project management protocols to ensure sustainability
- Select potential projects, implement business plans and support project prioritization, approval and initiation, including supplier selection.
- Reporting:
- Develop reporting system on MTNF programs to MTNF Board & Management, MTN Group, and relevant stakeholders.
- Develop content for reporting MTNF activities to Corporate Affairs team.
- Develop reporting and dashboards on programs for Portfolio Managers to enhance sustainability
- Develop impact accounting and reporting models & approaches and drive international sustainability reporting standards.
- Develop and share lessons in a way that adds to internal and industry knowledge, enhances collaboration and facilitates thought leadership.
- Communication & Leveraging:
- Develop a holistic leveraging guide for MTNF programs and interventions in alignment with MTNN business guidelines
- Drive adoption of MTNF content relevant to business units for articulating a uniform corporate brand narrative
- Manage and generate analytics from a consistently current MTNF corporate website
- Develop communications platforms with key internal and external stakeholders for the dissemination of MTNF content and interventions
- Liaise with Corporate Affairs to draft MTNF communications (speeches, statements, EOIs etc)
- Develop and drive an internal CSI information dissemination system to keep MTNN staff & partners informed of the Foundation’s activities.
Education:
- Bachelor Degree / BA / Social Sciences / Arts is required
- 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 in finance related role or in economic empowerment foundation, which includes:
- Project management experience with interaction in a micro-finance institution.
- Experience in NGO or active participation in community development or social initiatives
- Demonstrable commitment to social responsibility
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Reports To: Manager - Platform Management MyMTN APP
Division: Digital Services
Mission:
- Execute Digital Services’ strategy to drive the adoption of MTNN’s digital platforms, acquire digital customers, and grow digital revenues in alignment with the overall business strategy and market requirements
Description:
- Collaborate with cross-functional teams to drive the adoption of digital platforms
- Identify the expectations, needs, and priorities of key internal stakeholders, e.g., CRX, CSS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D
- Implement an Internal Stakeholder Engagement Strategy which includes but is not limited to the rationale for regular engagements, engagement format, communication plan, implementation plan, monitoring and review plan, performance metrics
- Provide accurate, current, data-driven, relevant and understandable analysis, information, and reports – including but not limited to customer-impacting trends and competitive intelligence – as may be required to guide management decisions and support the business planning process
- Document, develop, implement, test, launch, and review digital platforms according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan
- Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for Digital Services digital platforms
- Develop digital platforms that exceed identified/evolving customer expectations, needs, and priorities
- Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities on digital platforms
- Solicit feedback from customers to continuously improve customer experiences, journeys, and interfaces for digital platforms
Education:
- A first degree in Engineering, Computer Science, social sciences or any related discipline
- Certification or training in (Agile) Project Management, digital products, digital marketing or platforms management will be an advantage
- Fluent in English
Experience:
3-7 years’ experience which includes
- Experience in any of the following areas: data analytics, digital marketing, product development and management, project management, or sales and marketing
- Experience in product development, product life cycle management, and product performance evaluation
- Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the organization and work as part of a cross-functional team
- Experience in Information Technology, OTT, or telecommunications will be an advantage
- Strong understanding of Digital Platforms
- Curious on both local and global trends in digital platforms
- Ability to develop simple and complex telecommunications-based products and services, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.
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Reports To: Manager - Regional Security East
Division: Risk and Compliance
Mission:
- To deliver excellence in the coordination of security services in area of responsibility, ensuring that MTNN staff, Assets and Business are protected, thereby enabling greater growth, profitability and enhanced customer satisfaction.
Description:
- Implement security policies and Standard Operating Procedures (SOPs) developed by the National Office in the region.
- Ensure that all incidents are investigated and reported to the Regional Security Manager in line with approved procedures.
- Prepare analytical and statistical reports on operations and activities.
- Conduct security survey of critical facilities to determine level of security threat and exposure.
- Prioritize, assign, supervise, review the work and monitor performance of staff responsible for patrol services..
- Conduct security briefings and security awareness to security staff and MTNN staff respectively.
- Risk & Threat Assessment - implement risk management strategy that maximizes personnel safety from violence and the threat of violence in area of responsibility
- Personnel Security – ensure safety of MTNN personnel on personal security such as street crime, assault, robbery, kidnap in area of responsibility
- Protecting MTNN Assets – ensure safety of Employees, Business operations, Premises, Information, Network infrastructures in area of responsibility
- Security Liaison/ Intelligence – maintain a harmonious relationship and contacts with various cadre of various security agencies (Police, Military, SSS, etc) in area of responsibility. Also, exploit the relationship to gain relevant intelligence information that will ensure better protection for MTNN personnel and operations.
- Investigations – carry out specific investigations on wrongdoing by staff and criminal activities targeted at MTNN
- Respond to inquiries, investigate and resolve security related problems.
- Security Liaison/ Intelligence – maintain a harmonious relationship and contacts with various cadre of various security agencies (Police, Military, SSS, etc) in area of responsibility.
- Exploit the relationship to gain relevant intelligence information that will ensure better protection for MTNN personnel and operations.
Education:
- First degree in any related discipline
- Fluent in English
- Formal training in Security Supervision/ Coordination
Experience:
3 - 7 years’ experience in an area of specialization; with experience in supervising others
- Experience working in a medium organization
- Experience in multinational security operations.
- Experience as Security supervisor in corporate security environment.
- And Record of accomplishment in security management
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Reports To: Senior Manager - Organisation Development and Data Analytics
Division: Human Resources
Mission:
- Lead the delivery of data analytics and reporting in HR, ensuring accurate collection, preprocessing, analysis, and dissemination of data to drive business growth, improve operational efficiency, and enhance decision-making.
Description:
- Analyze HR data from different data points and develop custom reports to derive patterns and trends to gain business insights
- Design and maintain dashboards, reports, and data visualizations.
- Translate data findings to stakeholders in simple and clear language and present the business intelligence derived from the data.
- Work with IT, legal, compliance, and other departments to ensure integrated and effective data governance.
- Define the system and the indicators of the quality and performance metrics and ensure compliance with data-related standards and policies.
- Resolve end-to-end issues regarding Data Governance that may arise from different units in HR.
- Ensure the accuracy, completeness, and reliability of customer data, enhancing customer experience and trust.
- Implement and monitor data privacy policies to protect customer information and comply with relevant regulations (e.g., GDPR, CCPA).
- Incorporate customer feedback into data governance strategies to continuously improve data management practices.
- Collaborate with HR leaders and other senior management to understand their strategic objectives and HR data needs.
- Provide regular updates and reports to stakeholders on data governance activities and their impact on business performance.
Education:
- First degree in Computer Science, statistics, Information Management, Business Management or a related field.
- Certification in Data Analytics/Data Science will be an added advantage.
- Fluency in English.
Experience:
6 - 13 years’ experience which includes:
- Experience working in a medium organization.
- Strong understanding of data wrangling, data management principles, data quality, and metadata management.
- Proven track record developing and implementing successful data analytics and reporting framework/strategies
- Experience in business reporting to key stakeholders
- Experience using data analysis and visualization tools (e.g., Tableau, Power BI)
- Experience using programming languages (e.g., Python, R, SQL)
- Experience in Data management and governance.
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Reports To: Senior Manager - Product and Ecosystem Development
Division: Digital Services
Mission:
- Execute Digital Services’ product strategy by identifying, developing, and managing compelling and competitive digital products and services to acquire customers and grow revenues in alignment with the overall business strategy and market requirements.
Description:
- Provide input and support into defining business requirements for the development of digital products (VAS, RMS, mobile ads, and data monetization).
- Manage the digital product and service lifecycle (from inception to launch to the end-of-life of the products that no longer meet consumer needs), which includes enhancements of existing products and services.
- Supports the Senior Manger to analyze market data and customer insights to identify profitable opportunities, make decisions, develop the roadmap, and collaborate with strategic partners to deliver world-class lifestyle solutions that capture market share, drive optimal customer engagement, and increase revenue.
- Oversee the creation and execution of project plans for content creation, delivery, and promotion.
- Manages issues and risks in projects and proactively communicates with the project team and management.
- Oversee the design, development, and implementation of business and operational tools and processes related to content delivery.
- Own and manage the roadmap for the subscription digital manager and other supporting platforms.
- Manage a portfolio of multiple projects across divisions and agile squads as the product owner.
- Own and manage a user journey framework in line with Nest practice, regulatory, and TCF guidelines.
- Apply best practice design thinking and UX design principles while developing a seamless experience at various customer touch points and channels (SMS, USSD, OTA, IVR/OBD, RCS/RBM, App, web, etc.).
- Assist with the definition, building, and effective management of the customer decision-making logic and rules.
- Manage the post-activity reports and in-depth performance evaluation to determine how existing decision-making rules can be enhanced to drive increased business benefits.
- Recommend necessary changes in new and existing applications and work for their efficient functioning, revenue generation, and cost savings.
- Prepare relevant weekly and monthly reports that measure the performance and impact of deliveries to related departments and/or teams.
- Facilitate the change management and communication plans for delivered initiatives to drive optimal benefit realization.
- Provide necessary support to the mobile ad and campaign management team, to drive acquisition, adoption, and retention while also tracking the impact, progress, and related issues to be addressed.
- Own and maintain all platform, portal, product, and service business rules.
- Support all digital services business units with regard to product development and support.
- Ensure products meet and exceed the highest processing standards, including cost, revenue, security, technical precision, and scalability.
- Monitor and analyze new lifestyle-related technology trends and innovations, make recommendations to management on their potential applications to the business, and use data analytics to inform product development decisions.
- Drive best practices, continuous improvement, and innovation of products, services, processes, and procedures within the Lifestyle portfolio and across MTN Digital to ensure competitiveness.
- 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 Engineering or Computer Sciences
- Possession of Agile Scrum/Project Management PMP certification or related. An MBA or PSPO is also advantageous
Experience:
6–13 years of experience comprising:
- Management track record of at least 2 years or more in the telecoms or technology sector as a product owner
- Proven Agile software development experience, preferably with VAS/RMS/OTT Apps, eCommerce web portals, payment/fintech solutions, or chatbots.
- In-depth user journey mapping and UX design principles
- In-depth knowledge of Agile processes and principles
- Analytical, problem-solving, and critical thinking skills.
- Design thinking experience.
- Basic understanding and interpretation of data
- Process Improvement, Automation, and Engineering
- Value creation and maximization
Method of Application
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