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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Division: Fixed Broadband
Mission:
Responsible for analyzing requirements, documenting solution specifications, supporting delivery teams, and ensuring that products, systems, and services meet business objectives. The Service Delivery Analyst works closely with the Premium Tribe Product Owner and other Product Owners, Solution Architects, Developers, Tech Leads and Business Stakeholders to facilitate successful end-to-end solution. Also responsible for planning and executing test cases to ensure FBB products and services meet quality standards delivery.
Description:
- Elicit, analyze, and document business requirements, translating them into clear functional and non-functional specifications.
- Collaborate with business stakeholders to capture current state processes and define future state requirements.
- Maintain traceability between business requirements, solution designs, and delivered features.
- Support delivery teams (Agile or Hybrid) with clarifications, backlog grooming, and user story definition.
- Ensure solutions align with enterprise architecture, business strategy, and regulatory compliance.
- Participate in sprint planning, backlog refinement, daily stand-ups, and retrospectives.
- Develop test scenarios, acceptance criteria, and coordinate UAT (User Acceptance Testing).
- Validate delivered solutions meet business requirements and customer expectations.
- Identify gaps and potential risks early in the delivery cycle and recommend mitigations.
- Act as a key liaison between business users, technical teams, and vendors.
- Communicate progress, risks, and solution impacts effectively to stakeholders.
- Facilitate workshops, demos, and feedback sessions to ensure alignment.
- Track and report delivery KPIs, ensuring projects are on time, within scope, and meet quality standards.
- Support change management and solution adoption within the business.
- Continuously identify areas for process optimization and automation in solution delivery.
Education:
- First degree in Applied Sciences, Engineering, or IT Related Disciplines
- Fluent in English
Experience:
3- 7 years’ experience which includes
- 3 or more years of experience in a solution delivery or operational support role, either in a telecoms, ecommerce, or financial services industry.
- Experience in BSS tools and customer service etiquette or related function.
- Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel)
- Experience working in a medium organization and multi-vendor environment.
- Understanding of MTN Fixed Broadband products – an added advantage.
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Reports To: General Manager - Business Development
Division: Enterprise Business
Mission:
- To efficiently define and manage EB Partnership and Channel engagements and interactions.
- Develop and co-create solutions with the Partner Ecosystem to deliver value to Enterprise Customers, in line with EB revenue and strategic objectives.
Description:
- Review market and contribute to the development of marketing strategies for MTNN EB, demonstrating an understanding of MTNN direction and business strategies.
- Develop, implement, and responsible for performance KPI’s and Metrics of vendor management program for multiple national programs.
- Establish and maintain regular Partner and Channel governance processes. Facilitate all meetings and provide readout to program leadership and key stakeholders.
- Collaborate with stakeholders on administration of contracts to ensure performance, resource plans, and payments are met in adherence with the project plan.
- Identify and escalate contractual issues problematic or inconsistent with company processes.
- Develop Partnerships and Channel management processes and dashboards using advanced project management and analytics methodologies.
- Create Partnerships and Channel notifications, participates in requests for proposals and various other contractual documentation.
- Maintain current knowledge of relevant contractual procedures and practices to appropriately analyze terms and conditions of contracts.
- Evaluate operational issues and considerations in vendor contract enforcement, and work with key stakeholders to administer get well plans.
- Create standardized material, forms, and documents for Partnerships and Channel contract administration and management.
- Provide support to various teams in terms of contract documentation interpretation.
- Manage incentives and penalties, as appropriate, to drive the required Partner performance.
- Train and develop personnel in the effective use of tools, products, and procedures and delivers training.
- Participate in tool selection and development of vendor management tools
Education:
- First degree in any relevant discipline.
- Fluent in English
Experience:
9 - 17 years’ experience including:
- Manager track record of 3 years or more; with at least 3 years in B2B
- 4 years management experience in telecommunication industry and customer negotiations
- Worked across diverse cultures and geographies advantageous
- Experience in coaching/knowledge transfer role
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Reports To: Senior Manager - Voice Business
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: General Manager - Architecture and Engineering
Division: Information Technology
Mission:
- To run an Agile practice and build strong partnerships with business, vendor, and traditional IT leaderships firm-wide and drive the culture of agility throughout the partner ecosystem while deeply embedding the day of work in the team this will enable agile demand management to optimize the pipeline.
- Provide governance and management of the demand pipeline and act as primary partner for the business functions to capture, structure, align and plan business demand and match this demand with the IT supply functions’ capacity. Facilitate the annual planning cycle as well as structuring, capturing and estimation of the demand on an ongoing bases and mapping of the demand against agreed plan and resource base.
- Oversee the Automtion and User Experience function.
Description:
- Leads Agile execution visioning and blueprinting across the value chain-based business & IT strategies
- Leads the Business analysis and scrum /tribe teams
- Develops long-term IT Agile delivery methodologies & ensures alignment of IT strategy and planning with company's business goals.
- Lead the operationalization of the MTNN Agile Delivery methodologies
- Leading and facilitating the creation of agile principles to guide solution execution
- Identifies and evaluates new business opportunities recommends strategies for business analysis and delivery options. Translates business vision and strategy into effective business solutions.
- Manages risks associated with solution deliveries in line with IT strategy
- Recommends & enforces compliance with Group architectural blueprint, considering local & international developments in business and agile delivery principles.
- Leading and facilitating the creation of agile principles to guide solution delivery for the enterprise
- Ensuring optimal use of the Agile Governance and tribe structure for compliance and alignment.
- Promoting the Agile process, outcomes and results to the organization, including the enterprise's IT and business leaders; this includes assessing (through appropriate metrics) and communicating the achievement and impact of agile, as well as leading the development and execution of an agile communication and education plan
Education:
- First degree
- Fluent in English
- Masters’ Degree in a relevant discipline will be an added advantage.
Experience:
9 - 17 years’ experience which includes:
- Manager track record of 3 years or more; with at least 2 years in relevant sector/ industry across diverse cultures and geographies advantageous
- Ideally qualified in ITIL and in a project management methodology
- Project management experience
- Experience in release management and ideally some exposure to IT operations management and good knowledge of IT governance processes.
- Experience with Scrum, creative design, Agile methodologies as well as enabling business capability and objectives through technology
- Experience with process and user design automation
- Must have a well-rounded user-centered product portfolio that spans retail banking, e-commerce and telecoms
- Experience with conducting user research, usability testing, A/B testing, rapid prototyping and analytics
- Knowledge of Lead and Agile software development processes and 3 years minimum experience playing the Agile Coach and Scrum Master role for a software development team that was diligently applying Scrum principles, practices, and theory across distributed teams and stakeholder groups.
- Experienced in servant leadership, facilitation, situational awareness, conflict resolution, continual improvement, empowerment
- Experienced burndown techniques, burn chart analysis, and other Agile approaches: XP, Kanban, Crystal, FDD. Excellent communication and coaching skills.
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Reports To: General Manager - Customer Value Management
Division: Marketing
Mission:
- Responsible for leading the architecture and development of advanced analytics use cases, modeling complex business problems, discovering insights, and identifying business opportunities using statistical, algorithmic, machine learning, mining, and visualization techniques. In addition to advanced analytic skills, this person needs to be proficient at integrating and preparing large, varied training and test datasets, optimizing 3rd-party models, leading the design and rollout of analytical toolsets, and supporting teams with their analytical capability building and design thinking.
- Drive and play a critical role in helping advance the application of business intelligence, advanced data analytics, and machine learning as a core building block for our product offerings and strategy in order to achieve commercial KPI targets.
Description:
- Review market and internal conditions and contribute to the development of marketing strategies for consumer segments.
- Develop detailed plans and programs to achieve set targets for profitability, revenue, value and market share, stir up preservation, etc. in support of defined marketing strategies.
- Implement strategy for market growth in conjunction with Product Development Managers, Regional Marketing, and other stakeholders.
- Responsible for cross-functional customer analytics with focus on extraction, mining, and model development to solve business problems, exploit value driving opportunities and improve the overall customer knowledge.
- Proactively identifies segment business opportunities through analytical interpretation of data /information and develop robust campaigns strategy with the aim of leveraging on the identified opportunities
- Delivers segment insights that inform strategic and tactical decisions and lead to improved consumer knowledge and business results.
- Responsible for applying advanced analytics and statistical methods to prepare and analyze data for machine learning models, from prototypes to production (advanced segmentation, hyper-personalization, recommenders etc.
- Define strategies, develop implementation plans and deliver customer specific offers across various channels with focus on customer retention and loyalty.
- Drive and manage delivery of insight for the customer base to the rest of business, including actionable value-and-need based segmentation and predictive models, linked with competitor intelligence, and market research.
- Evaluates commercial propositions through modelling & research, e.g. predictive models, telecom surveys etc;
- Responsible for driving fact-based customer analytics insights and their behavior across the business and ensuring that each project delivers measured value
- Drive the implementation of outbound and inbound marketing frameworks. Develop its key inputs such as eligibility rules, arbitration prioritization, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities.
- Assist with the definition and build of the customer decisioning logic/rules.
- Ensure the effective management of the customer decisioning logic/rules
- Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits.
- Responsibility for leading a team that identifies and delivers all analysis for leavers, joiners, customers at risk and in the early stages of their relationship with MTN Nigeria to give an informed direction to the campaign development.
- Responsible for the development of best practices on building, testing, and deploying marketing rules ranging from triggered campaigns to real-time marketing campaigns
- Leads team in developing effective customer retention strategies, identifying customer profitability and employing churn modelling techniques to define propensity to churn
- Responsible for managing multi-channel direct marketing programs and using data to ensure that the right offers are developed for the right customers at the right time across all consumer touch points
- Responsible for building and development of churn predictive models and lead the analytics and campaign management team to effectively operationalize these models
- Collaborate with internal stakeholders and teams to drive awareness of TMI (Test, Measure, Improve) programme and ensure all activities are delivered to time, budget and meet relevant processes, operational and regulatory requirements.
- 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 the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Education:
- First degree in Computer Science, Engineering, Statistics, Applied Mathematics, Economics, or related discipline
- Industry certification(s) and/or postgraduate/ professional qualification(s) in a related field (an added advantage)
Experience:
9–17 years of experience comprising:
- Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry.
- 4-6 years customer lifecycle management experience.
- 4 years’ experience in Telecom’s marketing, strategy development and implementation.
- Expert knowledge of competitive environment, consumer trends and trade practices in the industry.
- Experience in applying various quantitative techniques to address business problems.
- Strong acumen in implementing machine learning models and advanced analytics use cases.
- 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 collaborating with subject matter experts to select the relevant sources of information & translates the business requirements into a data mining project. Adept at breaking down a project into its constituent phases.
- Experience with research- and analytics-driven quantitative pricing techniques (e.g., choice modelling)
- A strategic and creative thinker capable of developing analytical programs/solutions to address key business challenges or opportunities.
- Previous experience identifying and driving deployment of analytical collateral across a range of delivery channels and of measuring their effectiveness.
- Strong communicator who can operate at all levels taking complex analysis, interpret and communicate it appropriately to different audiences.
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Division: Marketing
Mission:
- Support the drive for volume share through exciting and stimulating incentives across all market segments and create a companywide loyalty program
Description:
- Develop elements of the loyalty program in conjunction with Segment managers to influence customer usage patterns and retention from program members.
- Develop and implement retention strategies along agreed customer journey working closely with the segments and regions.
- Apply research and analytic skills to accomplish business objectives: analyze data, search for trends, develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research
- Develop advertising/communication concepts in support of MTN’s loyalty scheme
- Manage advertising/promotions/events independently from concept stage (agency briefing–script-storyboard development) to execution (production- flighting)
- Define and develop link and key principles with the Customer Experience team and Sales to develop relevant tools to support loyalty programs being part of everything we do in MTN Nigeria, or at least treating our most loyal customers as extra special guests across those two touch points
- Manage Customer Loyalty program performance and customer activity reporting to address areas including customer segmentation, program and campaign level impact (return on investment and profitability), customer demographics, and benefits usage recommending reasoned adjustments to the program
- Review and optimize Customer Loyalty Programs to right level of customer engagement vs. cost of programs- making it a more effective marketing tool that amplifies all MTN Nigeria business goals towards stronger customer engagement and customer profitability.
- Define the measurement of success and health of loyalty programs, ensuring consistent metrics are actively being used at market level.
- Identify and drive initiatives to maximize the efficiency and effectiveness of the Customer Loyalty program in driving customer engagement and value
- Design and manage communications strategy focused on attracting, developing and retaining customers
- Develop, execute, and optimize communications to raise customer awareness and comprehension
- Develop executive-level summaries and recommendations to gain approval for new Customer Loyalty Initiatives
- Define Loyalty Programs Strategy and framework for various types of market maturity levels
- Use insights to develop and recommend communication strategies and creative solutions in driving both behavioral and attitudinal loyalty across customer segments.
- Develop creative briefs for developing program messaging at a variety of customer touchpoints aimed at member lifecycle management
- Provide delivery and performance tracking support to management.
- Identify opportunities and leveraging of all loyalty offerings to take advantage of such opportunities.
Education:
- First degree in marketing or any other Social Science discipline
- MBA from a reputable local/ International institution an advantage
- 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
- 2 to 3 years’ experience in managing premium brand or proposition
- Experience in developing loyalty programmes and incentives for customer segments
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Reports To: Manager - Customer Operations Walk In West 1
Division: Customer Relations and Experience
Mission:
- Manage the operations and general activities of the customer assistance centre within the regional location.
- Lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans.
Description:
- 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.
- Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.
- Ensure key customer data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs and issues.
- Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communication 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 the design, review, and update of processes, policies, and procedures (PPP’s) in line with the organization's value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
- Assist in carrying out customer-related research and coordinating the 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 and requirements, and techniques and approaches required to optimize services.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Education:
- First degree in any relevant discipline
- Fluent in English
- An MBA will be an added advantage
Experience:
3-7 years’ experience which includes
- Experience working in a medium 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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Reports To: Senior Manager - Value Sales
Division: Enterprise Business
Mission:
- The Senior Specialist, ICT Solution Sales will drive revenue growth by developing and closing ICT solution opportunities across targeted enterprise segments. The role is responsible for positioning MTN Nigeria as a trusted digital transformation partner by engaging customers, understanding their business needs, and designing tailored ICT solutions that deliver measurable value.
Description:
- Lead customer conversations to uncover business and technology challenges, translating them into ICT solution opportunities.
- Develop and present compelling solution proposals and value propositions tailored to customer needs.
- Coordinate with presales, product, and technical teams to craft fit-for-purpose solutions (Cloud, Data Center, Security, Unified Communications, IoT, Managed Services, etc.).
- Conduct product demonstrations, proof-of-concepts, and customer workshops where required.
- Work closely with internal teams (Presales, Marketing, Finance, Legal, and Service Delivery) to ensure successful closure and handover of deals.
- Ensure compliance with MTN sales governance processes, pricing models, and contract terms.
- Ensure full integration of quality management processes within all sales activities for the allocated corporate accounts, ensuring effective deployment on a day-to-day basis.
- Support the delivery of customer success initiatives, ensuring high adoption and retention.
Education:
- Bachelor’s degree in Computer Science, Engineering, Business Administration, or related field.
- Postgraduate qualification (MBA, MSc) is an advantage.
- Relevant professional certifications (Cloud, Networking, Cybersecurity, ITIL, Sales/Consulting) preferred.
- Fluent in English
Experience:
6 - 13 years’ experience which includes:
- Experience in ICT solution sales, account management, or consulting in Telco, IT, or Systems Integrator environment.
- Demonstrated track record of achieving/exceeding ICT sales targets in enterprise accounts.
- Deep understanding of enterprise ICT solutions: Cloud & Data Center, Cybersecurity, Networking, UC&C, IoT, and Managed Services.
- Strong consultative selling, solution design, and negotiation skills.
- High Proficiency in M365 and agile tools
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Reports To: Senior Manager - Sales and Trade Development Kaduna
Division: Sales and Distribution
Mission:
- To promote MTN brand and deliver on monthly sales target and other expectations as required by the division.
- To lead and manage a team of Sales Representatives, Mobilize Consultants, Field Support Agents, and SRAA
Description:
- Ensure increase in sales/activations and product penetration by ensuring brand visibility within territory.
- Review channel operations and stock levels and ensure proper stock management in channel in order to meet customer demands.
- Coach and train direct reports to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and increase product knowledge, as well as identify developmental opportunities for team members.
- Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Oversee and coordinate all technical activities, the activities of direct reports and ensure all transaction and administrative documentation is recorded and available for business use.
- Build and maintain relationships with dealers, participate in organizing channel distributor forums and events to enhance business relationship.
Education:
- A first degree (B.Sc. or HND) in any Social Science degree or related course
- Minimum of 3 years post degree
- Fluent in English
Experience:
3-7 years’ experience in an area of specialization; with experience in supervising others
- Experience working in a medium organization
- Experience using data mining tools
- Telecoms experience would be an added advantage
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Reports To: Manager - Core Transmission Services
Division: Network
Mission:
- Planning and Design of cost effective, reliable, scalable and future proof Core Transmission and Synchronization network solutions in support of MTN Nigeria’s service offerings. These shall be in alignment with MTN’s quest to uphold industry best practices and the highest global quality standards.
Description:
- Plan and design core transmission network capacity for mobile traffic backhaul
- Plan and design network protection and redundancy
- Monitor capacity utilization and provide adequate solution in place of congestion
- Provide detailed network diagram depicting the status of the core transmission network
- Plan IP synchronization for the MTN Network
- Design connectivity solutions using varied facilities and platforms.
- Provide technical support to all other departments regarding network planning, rollout and general transmission core related problems.
- Adhere to processes and procedures to ensure conformity with industry best practices and the highest global quality standards.
- Support in technology evaluation and all prevailing innovation initiatives.
- Keep an accurate and reliable database of current and planned transmission solution deployments.
Education:
- A first Degree BSc/HND in Electrical Engineering, Computer Engineering or a related discipline
- Fluent in English
Experience:
3-7 years’ experience which includes:
- Electrical radio engineering, network topology design and fibre optic transmission networks
- Experience in Transmission nodes, capacity dimensioning and service planning and integration.
- Experience in connectivity, route planning, node and route protection (ERP, APS, LAG, MSP, SNCP etc)
- Experience in the various transmission technologies such as SDH, OTN, DWDM, Carrier Ethernet etc.
- Experience in IP/MPLS solution deployments
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Reports To: Senior Manager - Solution Development
Division: Enterprise Business
Mission:
- To identify and facilitate the automation of key support processes (fulfilment, assurance, billing, reporting, etc.), in line with MTN Business strategy and in a manner that positions MTN as a force within the technology space,
- To understand the business requirements of the Client Success team and conduct robust analysis that would support the design/ deployment of effective solutions, leveraging robust business analysis and change management practices and frameworks.
- To facilitate the delivery of other services through MTN ecosystem partners, driving robust engagement with key internal and external stakeholders
Description:
- Drive the enhancement of delivery/ support processes (fulfilment, assurance, billing, reporting, etc.) associated to various solutions (voice, data, converged/ ICT), based on relevant market and business needs.
- Adopt robust business analysis practices to ensure adequate solutioning/ architecting:
- Facilitating cross-functional engagements with relevant stakeholders in EB-Segments, Clients services, Sales, Business Dev & outside EB to support requirement reviews, analysis, management & documentation with the aim of delivering business value.
- Document detailed business requirements for the proposed concepts/ business constructs from key stakeholders.
- Ensure robustness of testing and delivery of solution that meets customers’ needs
- Drive E2E management of the initiative development process, in terms of quality, timely delivery and scope management
- Facilitate effective scoping and phasing of initiatives, ensuring deliveries are within agreed timelines.
- Serve as the product owner for all FAB related deployment activities, effectively carrying out all responsibilities of the product owner as defined by the SCRUM framework.
- Drive ongoing review of existing processes and automation requirements in line with technology advancement,
- Regular coordination with the quality assurance & testing team for scripting testcases, product validations, spotting any deviations from the agreed business requirements & performing periodic product quality & performance checks to improve product quality via:
- Rendering support in fixing issues identified
- Or raising change requests where necessary to facilitate improvements & enhancements.
- Ensure full integration of quality management processes within all activities of Propositions and Product Development Group and ensure full compliance with telecommunications license provisions, sector regulations and competition laws.
Education:
- First degree in any related discipline (Engineering, Sciences, Technology, etc.)
- Fluent in English and language of country preferable
- Master’s degree in product development, business analysis, system engineering, project management will be an added advantage
Experience:
6 - 13 years’ experience which includes:
- 3 years or more in a similar solution architecting capacity (good knowledge of fulfilment, assurance and billing journey), within the ICT space
- E2E customer lifecycle management experience is an added advantage
- Advanced business analysis and solution architecting experience
- Proven experience in project management, scrum, change management, process improvement and product development.
- Good understanding of systems, networks and mobile telecoms, mobile applications and emerging technologies
- Good knowledge of data architecting and structuring is advantageous.
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Worked across diverse cultures and geographies advantageous
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Reports To: Senior Manager - Solution Development
Division: Enterprise Business
Mission:
- Drive the development of new products and enhancements of existing solutions, in line with MTNs Business Strategy and in a manner that positions MTN as a force within the technology space.
- Facilitate the delivery of other services through MTN ecosystem partners, driving robust engagement with key internal and external stakeholders.
- Ensure relevant stakeholders understand the Lead-to-Cash (L2C) process for all solutions and services, leveraging robust change management and capacity development techniques.
Description:
- Rendering prompt solution support to Segment teams, Sales & Clients success teams on new products delivered through:
- Periodic training and support on new products and services delivered.
- Periodic participation in key customer meetings and workshops to enhance closure of major customer deals.
- Key representation in key industry technology meetings and in regulatory engagements on new innovations, standards, and technologies
- Drive the adoption and implementation of Agile best practices and ceremonies within the squad.
- Prioritize key product features and functionalities across multiple product owners and user experience platforms such as eShop, self-service portals and other digital channels to ensure timely delivery and alignment with business goals.
- Drive E2E management of the product and initiative development process in terms of quality, timely delivery, and scope management through:
- Effective scoping and phasing of product deliveries within agreed timelines
- Regular coordination with the quality assurance & testing team for scripting test cases, product validations, spotting any deviations from the agreed business requirements, and performing periodic product quality & performance checks to lift product quality via:
- Rendering support in fixing issues identified
- Raising change requests where necessary to facilitate improvements and enhancements.
- Adopt robust business analysis practices to ensure adequate solutioning/architecting through:
- Facilitating cross-functional engagements with relevant stakeholders in EB-Segments, Clients services, Sales, Business Dev & outside EB to support requirement reviews, analysis, management & documentation with the aim of delivering business value.
- Documenting detailed business requirements for the proposed concepts/ business constructs from key stakeholders
- Contribute to effective change/transition management, as part of the GTM planning and execution
- Document relevant processes and artifacts e.g., FAQs, customer journeys, Lead-to-Cash (L2C) & Issue -resolution and escalation path documentations.
- Maintain and manage a transition checklist to govern the go-live/ transition to production process.
- Establish post-implementation monitoring and early-life support structures, facilitating early resolution of issues
- Define and implement Key Performance Indicators and Metrics for support and operational activities and use these metrics to drive service delivery excellence
- Interlocking with Business intelligence team to ensure product performance and revenue insights are accurately reported & consistently monitoring product performance if there are any deviations from the budget with the aim of:
- Investigating any anomaly in the product configuration.
- Engaging the Segments/CVM team and suggesting possible interventions to improve the product performance.
- Engaging IT operations in the event of possible defects and resolutions.
- Use data to inform direction and leverage analytics to measure the efficiency of both user-facing features and platform performance such as eShop, and other digital channels.
Education:
- A first degree or its equivalent in Computer science, Business Administration, Sales and Marketing or Business-related discipline
- Fluent in English and the language of the country preferred
- A master’s degree in business administration or marketing will be an added advantage.
Experience:
6–13 years’ experience, which includes:
- 5+ years of product development and systems integration with a proven track record of successfully launching and scaling products that are both user-focused and technically complex.
- Proven experience in leading and working with agile development teams, business analysis, project/change management, process improvement, and re-engineering.
- Good understanding of OSS/BSS & payment systems, networks and mobile telecoms, mobile applications, and emerging technologies
- Good knowledge of data architecture and structuring is advantageous.
- Experience working in a global/multinational enterprise (understanding emerging markets is advantageous
Method of Application
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