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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Reports To: Senior Manager - New Market
Division: Enterprise Business
Mission:
- To drive and execute New Markets (Enterprise) Business development strategy for MTNN
- To Research, evaluate, and onboard new business opportunities and Solutions, especially around ICT and Converged services, to deliver MTNN Enterprise business revenue growth objectives.
Description:
- Research and provide insights on market opportunities for new businesses.
- Validate and size new opportunities, and provide justification for which opportunities to pursue.
- Attend various industry and Thought Leadership events to gain insights into trends, growth areas, and market shifts.
- Prepare and drive the conduction Proof of concepts where necessary to validate the technical and commercial viability of new projects.
- Project manage new opportunities from the idea stage to commercial launch.
- Develop and seek approval for business case justification for all new solutions within the project pipeline.
- Coordinate engagements with Segments, partnerships, and Solutions Development teams to ensure that key initiatives are kept top of mind and delivered within the timeline.
Education:
- First degree in any discipline
- Fluent in English
Experience:
3–7 years of experience, which includes
- Minimum 2 years in a Business Development, SaaS Sales, or product development role within the Technology environment
- Experience working in a Telecom or Tech company
- Partner management experience, which includes third-party, franchising management
- Experience managing complex projects with multiple internal and external stakeholders
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Reports To: Manager - Client Success Strategic and Global Clients
Division: Enterprise Business
Description
- Work with product, UAT and support teams to validate new products, new systems and upgrades
- Generate relevant reports as required by the business
- Ensure Quality Assurance and prompt invoice delivery
- Ensure resolution of ALL service provisioning and sales support PPPs items
- Ensure less than 5% customer churn on managed accounts
- Constant analysis of Managed customer database for Revenue and Debt management
- Ensure 98% collection of ALL invoices as at when due
- Analysis of customer requests for prompt resolution
- Ensure end-to-end account management for Enterprise customers
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
- Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
- Liaise with support teams (within and outside Enterprise Business) in order to resolve any customer identified issue
- Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
- Achieve at least 80% score in ES Customer Satisfaction internal surveys
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
- Service Management certification (added advantage)
- Fluent in English
Experience:
3-7 years’ experience in an area of specialization; with experience working with others which includes
- Experience working in a medium organization
- Experience in the telecommunications industry in a similar role
- Experience in a customer service environment in the telecommunications industry.
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Word, MS Outlook, Google applications and AI tools
- Membership of Professional Customer Service/Relations associations will be an added advantage
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Reports To: Manager - Customer Channel Management Broadband LSW.
Division: Fixed Broadband
Mission:
- Identify and assess customer needs accurately to ensure high levels of customer satisfaction.
- Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
- Effectively utilize customer management systems, tools, and best practices to resolve issues and enhance service delivery.
- Manage inbound and outbound customer interactions to drive retention, loyalty, and revenue growth.
- Ensure consistent alignment with MTN’s customer-centric values and operational excellence standards.
Description:
- Work with product, UAT and support teams to validate new products, new systems, and upgrades.
- Generate relevant reports as required by the business.
- Ensure resolution of ALL service provisioning and sales support PPPs items.
- Analysis of customer requests for prompt resolution.
- Ensure end-to-end account management for Broadband customers.
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management.
- Implement new initiatives on simplified customer’s journey across all digital channels and regularly review FAQs to address customer’s needs.
- Pro-active analysis of all support systems (charging, CLM, DCLM, etc.) as well as broadband products with a view to identifying customers pain points and resolving issues before escalation.
Education:
- A first Degree or equivalent in Social Science, Business Management Accountancy, or related discipline Course
- Fluent in English
Experience:
- 3 – 7 years’ experience in an area of specialisation; with experience working with others
- Experience working in a multinational organization.
- Experience in a customer service role in the telecommunications industry.
- Practical experience in the use of CRM software, helpdesk software, salesforce software, customer management tools.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word.
- Professional certification on Customer Service/Relations will be an added advantage
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Reports To: General Manager - Regional Operations West
Division: Sales and Distribution
Mission:
- To implement the sales strategy within the regional environment to ensure that regional targets across the full range of products is achieved.
- To manage and lead the regional sales managers towards sales, distribution and availability of MTN products and drive MTNN’s growth aspirations
Description:
- Provide leadership to the sales and distribution team in the region.
- Ensure the achievement of the revenue, airtime sales, data device, data and VAS revenue and gross connection targets in the assigned region.
- Co-ordinate the regional engine room - a platform for cross-functional integration and collaboration in the region.
- Drive execution of MTNN’s retail agenda in the region – visibility and merchandising by retail formats, retail expansion across the traditional and non-traditional channels, retail loyalty program and relationship building.
- Execute the wholesale channel strategy in the region - relationship building with channel partners, execution of the loyalty programs, partner profitability and credit management.
- Ensure a consistent customer experience across all retail formats in the territory.
- Responsible for the regional OPEX and P&L.
- Ensure effective field coverage by both the direct and auxiliary sales force in the region and execution of go to market plans in the territory.
- Responsible for crafting and implementing a developmental and coaching program for the regional sales teams.
- Execute strategies and plans for sales and distribution in the region for sustainable channel growth and development including ‘go-to-market’ plans for the full bouquet of MTN products.
- Ensure the achievement of revenue, sales and acquisition target for both voice and data in the region, in line with network capacity and oversee regional dealership with MTN Trade partners and other sales channels to meet the overall regional sales target.
- Ensure territory coverage in terms of sales circle and set target of stock availability and management of recommended retail price (RRP) and monitor sales performance trend.
- Coach and train the sales channel team in the region to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
Education:
- A first degree in Economics, Business Administration, Commerce or any Social Science degree
- Possession of a post graduate degree maybe an added advantage
- Fluent in English and language of country preferable
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: Manager - Power Operations Lagos and SouthWest
Division: Network
Mission:
- To carry out preventive and breakdown maintenance on key power equipment in switching centers and technical locations. Which includes generator, transformer, UPS, rectifier, HVAC, and diesel management.
- Support implementation in project implementation.
- Support the power planning unit in providing the raw data needed for planning and monitoring.
Description:
- Ensure strict adherence to all policies, processes, and procedures of MTN for power planning systems and continuous improvement to foster efficiency.
- Ensure that all power executions are carried out in line with the standards and specifications of MTN and in accordance with all national and international best practices.
- Ensure all presentations and reports (daily, weekly, etc.) on the overall power systems of the network are available.
- Ensure an accurate database of power and cooling systems is available and updated as required.
- Develop, implement, and maintain an efficient management information system for the power planning unit.
- Carry out audit and ensure the correct application of cooling, DC, and AC power solutions for all standard and non-standard BTS/Tx site configurations that conform to specification.
- Seeking cost-effective energy solutions and developing plans for their approval and implementation.
- Making necessary plans and cost estimates for all power and cooling system projects
- Specify and dimension the power requirements for installations.
- Supervise and accept power installations carried out by vendors.
- Optimize power application and use.
- Preparing, developing, and seeking approvals for budgetary plans for all M&E projects (power and cooling) in MTNN.
- To monitor through site visits and data gathering from the ESS team to ensure adequate capacities are available.
- To work with the facility implementation team to ensure successful implementation of M&E projects and to verify all M&E designs and drawings from vendors and facility implementation consultants.
- Plan and assist in the implementation of power and cooling systems as specified in MTNN requirements.
- Develop the scope of work and specifications for all M&E (power and cooling) systems.
- Verify the scope of work and carry out acceptance of power, cooling, and M&E projects.
- Verify and confirm proof of concepts for trials on power and energy initiatives.
- To reduce power and cooling-related faults in the network due to poor or lack of proper planning in the technical and non-technical sites and facilities.
Education:
- BSC/HND in Electrical/Electronic and mechanical engineering from a reputable Institution.
- Professional membership and qualification from accredited engineering body is an added advantage.
- A Post Graduate qualification is an added advantage
Experience:
3–7 years of work experience, which must include:
- Good experience in M&E designs and installations
- Hands-on experience in the maintenance of HVAC, UPS, transformers, generators, and rectifiers
- Hands on, on cable management and termination.
- Ability to carry out an earth integrity test.
- Ability to carry out predictive fault prevention.
- Power and cooling system dimensioning
- Competent in Auto Card application or other technical design software.
- Data Center designs and knowledge of Tier Certification requirements
- Technical data gathering and analysis.
- Experience in Power System Strategy
- Opex procurement and contract processes
- Supervision of power and cooling systems in a telecommunications environment would be an added advantage.
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Reports To: Senior Manager - Sponsorships & Alliance
Division: Marketing
Mission:
- To conceptualize, execute, and manage all sponsorships, promotions, and events in the consumer marketing department in line with the overall marketing strategy.
Description:
- Review the telecommunications market, contribute to the development of sponsorship and event strategies, and develop plans and programs to support the achievement of set business targets for return on investment and objectives.
- Execute activities in the Consumer Marketing Management plan to ensure that brand and communication objectives are achieved.
- Coordinate and manage MTNN’s sponsorship activities in the consumer market segment and assess sponsorship proposals with respect to consumer marketing.
- Monitor external vendors, event managers, and agencies to ensure activities are cost-effective and adhere to timelines or scales.
- Monitor and control HV sponsorships, promotions, and events budgets to ensure they are within authorized communication and brand budgets.
- Design and implement metrics to measure the impact of current processes and strategies related to sponsorship, promotions, and events.
- Initiates, facilitates, and coordinates all sponsorships, promotions, and events related to consumer marketing.
- Research and implement industry best practices with regard to sponsorship, promotions, and events.
- Lead cross-functional initiatives to proactively ensure smooth implementation of all sponsorships, promotions, and events.
- Promote and ensure internal buy-in of the various units in MTNN for all sponsorships, promotions, and events.
- 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.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Identify the training requirements of team members and develop a program to address knowledge gaps and enrich the knowledge repository within the department.
Education:
- First degree in any related discipline
- A master’s in business administration would be an added advantage.
- Fluent in English
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.
- Marketing experience, on either the client's side or the agency’s side
- Experience in sponsorships and events.
- Experience in managing properties and an understanding of the impact and limitations of sponsorships.
- Brand and project management
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Reports To: Manager Operations (Customer Management)
Division: Information Technology
Description
- Assist in developing maintenance plans per application and carry out the maintenance of applications, re-configuring, building and testing components in accordance with OLAs and SLAs.
- Ensure code applications are in accordance with good security coding practices to ensure the application is free of most common coding vulnerabilities.
- Create and execute technical test plans for operational and bug fixes.
- Participate in transitions of the application or technical architecture, design and development components into production environment.
- Ensure the integrity of the solutions delivered into production environment.
- Perform reconciliations, proactive monitoring and ensure adequate service controls are in place.
- Ensure best customer experience of services offered on the different platforms within expected Service Levels.
- Work with teams and departments external to the immediate team e.g. solution delivery, business users, infrastructure teams, vendors and other developers, to make sure that the configuration and custom components meet application requirements and performance goals.
Education:
- First degree in Computer Science or any related discipline
- Fluent in English
Experience:
- 3 – 7 years of experience in an area of specialization; with experience with w
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Reports To: Manager - Transmission Access Planning LSW.
Division: Network
Mission:
- Planning, designing and optimization of transmission, optical transport Networks (Microwave, Satellite & Fiber links) and manage capacity (architecture & Topology) for access network segment within the assigned region.
Description:
- Produce detailed microwave link engineering design using Pathloss planning tool.
- Planning and design of Fiber infrastructure route and connectivity using google earth and AutoCAD planning tool.
- Produce detailed integration (L2, L3) and IPDCN plans for optical multiplexer and aggregation Nodes.
- Ensure detailed synchronization plan for last mile links/sites are issued.
- Ensure IP networking plan and LLD are released optimally.
- Ensure IP plans are optimally assigned by continuously re-dimensioning IP Clusters and spheres in line with MTN PPP.
- Ensure optimal utilization and management of MTN Microwave Frequency channels and IP Compatible Nodes.
- To provide transmission engineering support and information timely and accurately.
- Generate, monthly, bi-annual and Ad-Hoc NCC report for Microwave, Fiber and Satellite Links
- High rate of cluster owner proactive identification and resolution proposal before escalations.
- Responsiveness to Tx related complaints from stakeholders (RF, NPQA, NES, Marketing, S&D etc.
- End-to-End ownership for resolution of Tx Issues by consistent follow-up & collaboration with NID and operations teams (plans and corrective measures.
- Ensure appropriate Tx capacity dimensioned & implemented (based on RF site Technologies & config and NES forecasted requests.
- Proactive monitoring and optimization of all links per cluster.
- Monitor and optimize Cluster Point Utilization.
- Weekly Planning, follow up with I&C, ATP and ensure traffic migration to E band and Fiber per cluster by Engineer.
- Record of all plans released and network files to be kept on the common server regularly.
- To ensure that accurate scope of work is issued to contractors to the satisfaction of all stakeholders.
- Identify and provide timely re-use plan for Links not carrying traffic to address congestion and TX expansion
- Ensure Links and Nodes meet international & MTNN performance standards from capacity utilization and performance point of view.
- Optimize and manage transmission capacity end to end across the access network.
- Topology network designs (architecture) and capacity dimensioning.
- Develop work Authorization that contains accurate and relevant information.
- Analyze and determine the type of equipment to be used for transmission purposes.
- Resolve transmission failure and problems attributable to planning.
- Ensure availability of updated information on the Live and Planned Transmission Networks
- Prepare and release Satellite related Transmission Plans
- Coordinate with Satellite operator to release SSOG and other related plans
Education:
- First degree in Computer Science / Electrical Engineering/ Computer Engineering
- Fluent in English
Experience:
3 -7 years’ experience in an area of specialization; with experience working with others
- 4 years’ experience in ICT, Telecommunications especially in Transmission with specific experience in general electrical radio engineering, microwave radio transmission at high frequencies, Satellite and fibre optic transmission networks.
- Experience working in a medium organization
- Experience with Transmission Planning and optimization
- Deep knowledge in IP technologies and techniques i.e. BGP, IGP, L2VPN, L3VPN, ISIS.
- Experience working in a Multi-vendor Transmission network environment i.e Ericsson, Aviat, Huawei, ZTE, Nokia.
- Advanced knowledge and application of Transmission technology evolution i.e. IPRAN, Converged Transport Network, IP/MPLS, DWDM, SDH, Carrier Ethernet.
- In depth understanding of Transmission network topology planning, route planning, network connectivity, capacity and Infrastructure planning.
- Above average competence with Visio, Microsoft Word, Excel and PowerPoint
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Reports To: Senior Manager, Customer Experience
Division: Customer Relations and Experience
Mission:
- Responsible for measuring and analyzing NPS & other VOC matrix.
- Correlate divisional metrics/KPIs with CEX VoC Measurements to develop insights on issues/opportunitie
Description:
- Review and measure key customer satisfaction indices from successful execution of CEX projects
- Conduct episodic NPS studies to carry out performance assessment, solve problems and spot opportunities for improvement high Volume Customer journeys.
- Manage Enterprise Dashboard of Customer experience performance indicators.
- Conduct observational research studies with Customers (in home observations & Focus group discussions), survey and interviews.
- Analyze Customer insights drawn from across research techniques and organizational boundaries to identify key Customer pain points & opportunities.
- Develop frameworks and key metrics for defining and analyzing customer relationship and experience with a view of attaining a Net Promoter Score (NPS) of 10.
- Measure NPS & other Voice of the Customer (VoC) matrix by gathering or creating all sources of information to understand the VoC, including preparing the NPS survey, calls and complaints analysis.
- Develop strategy for Self Service and Digital channels, myMTNApp and WEB, Next Gen Programme for MTNN, Funnel Optimization, Revenue, Monthly Average Users (MAU), User engagement and other KPIs.
- Responsible for UI/UX designs and user journey on myMTNApp and Web.
- Responsible for managing cultural change across the company through customer centricity cultural transformation.
- Facilitate Testing & approval of new products & services.
- Identify set of complex interdependencies among people, process & technologies (Customer experience ecosystem) that shape interaction with Customers.
- Participate in diagnosing the drivers to Top complaints along Customer journey and ensuring resolution.
- Analyze and report on CEX Strategy’s implementation, results and actions from closed loop feedback (CLF) and drive resolution of outer loop issues – Process, product, structure & design from Closed loop Feedback (CLF)/Transactional surveys.
- Liaise with research agencies to conduct planned & adhoc Customer research studies e.g. Market Performance reports (MPR), Panel studies, competitive benchmarking and intelligence reporting and analysis
- Model the relationship between drivers of Customer experience quality, Customer perceptions & Business outcomes
- Coordinate and facilitate Daily/weekly/monthly NPS studies.
- Responsible for driving pro customer communication initiatives engagements and driving the concept across all digital channels to promote customer experience in the organization
- Develop the concept of Digital NPS and implementation to measure sentiments across the digital and social landscape.
- Implementation of CEM tools and KPIs (DEI, CEI, NEI) measurement with correlation to NPS and Network performance
Education:
- First degree in any relevant discipline
- Certification in Project Management will be an added advantage
- Fluent in English
Experience:
6 - 13 years’ experience which includes:
- Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
- Experience working in a medium to large organization
- Experience in Customer data analytics, Customer insights management & Statistical analysis will be an advantage
- Customer service orientation
Method of Application
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