Jobs at MTN Nigeria

Job ID: 7103

Mission

• Responsible for implementation of Customer Value Management Strategy. (CVM - Value Proposition E2E Management)

Description

• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration.
• Support the creation of offers and the growth of the offer catalog.
• Ensure the timely execution of campaign initiatives.
• Ensure that all CVM systems and channels are operating seamlessly.
• Enable the seamless integration of new and existing systems.
• Support the creation of outbound and inbound marketing frameworks.
• Develop and maintain relationships with vendor partners to provide support for outsourced applications.
• Drive the implementation of outbound and inbound marketing frameworks.
• Assist with the definition and build of the customer decisioning logic/rules.
• Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
• Ensure the effective management of the customer decisioning logic/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
• Manage contact management activities and implement customer contact rules and ensure compliance within MTN
• Implement customer contact policies and plans in line with MTN consumer strategies and measure effects and report results to related departments.

Education

• First degree in any relevant discipline
• Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage).

Experience
6 - 13 years’ experience which includes:

• Manager track record of at least 1 year or above
• 3-5 years of customer value/lifecycle management experience in general terms
• Out of which 3 years’ experience in Telecoms (CVM/ IT teams)
• Good knowledge/experience of product development and offer creation
• Proven strong leadership skills to manage changes and critical issues in a highly dynamic environment
• Good knowledge/experience of managing IT related systems
• Good knowledge/experience of developing and managing targeted CVM value propositions for the identified opportunities and risks
• Good knowledge/experience of analyzing the outputs of the activities managed and its development across time to meet the pre-set targets.

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Mission:

• Support the development, optimization, and delivery of Digital Services platforms by monitoring platform performance, supporting system integration, and providing analytical and operational inputs to ensure stable and effective platform functionality.
• Support the execution of the Digital Services digital ecosystem strategy by analyzing defined platform features, functionalities, integrations, and partner capabilities, and providing insights that contribute to customer acquisition and revenue growth in line with approved business and market requirements.

Description:

• Adhere to, review, and update consistent, efficient, relevant, and standard policies, processes, and procedures for managing Digital Services’ digital content ecosystem
• Collaborate with cross-functional teams to identify onboard, and drive the adoption of compelling and relevant digital content ecosystem features, functionalities, platforms and systems 
• Ensure digital content ecosystem features, functionalities, platforms, and systems adhere to all MTNN and regulatory policies
• Identify and fulfil the expectations, needs, and priorities of key internal stakeholders, e.g., CEX, CR, CS, EB, Finance, Foundation, HR, IT, Marketing, Networks, Risk & Compliance, and S&D from a digital content ecosystem perspective
• Work with Technology, Networks, and Vendors to troubleshoot technical issues, analyse logs, adopt improvement strategies, and optimize system performance. 
• Support system and API integrations by validating data flows, performance outcomes, and alignment with defined specifications.
• Lead or support UAT testing, QA reviews, and pre deployment validations to ensure solutions meet performance, security, and functional standards. 
• Provide analytical support during testing, release, and post‑deployment activities to ensure platform stability and quality.
• Document, develop, implement, test, launch, and review digital content ecosystem features, functionalities, platforms and systems according to the relevant Policies, Procedures, & Processes Document to exceed targets as specified in the business plan
• Provide accurate, current, data-driven, relevant and understandable analysis, FAQs, information, and reports – including but not limited to competitive intelligence, impacting trends, and weekly performance reports – to guide management decisions and support the business planning process as may be required
• Develop, document and maintain policies, procedures, and processes using concept documents, feature descriptions, user stories, storyboards, and data flow diagrams, including workflow diagrams, process maps, wireframes and API interaction flows as may be required for the development of digital content ecosystem features, functionalities, platforms and systems.
• Support Agile/Scrum ceremonies by providing accurate requirements, acceptance criteria, customer journeys and workflow details.
• Analyze platform data to optimize funnels, reduce friction, and enhance customer experience across all touchpoints.

Education:

• A first degree in Engineering, Computer Science or any related discipline
• Certification or training in (Agile)/ Project Management will be an advantage
• Fluent in English

Experience:

3-7 years’ experience which includes

• A minimum of three (3) years working in a small- or medium-sized Organisation
• Excellent communication, interpersonal, and writing skills; Advanced ability to build strong working relationships across the Organisation and work as part of a cross-functional team
• Good experience and knowledge in Information technology, OTT or telecommunications.
• Strong understanding and practical application of Agile/Scrum methodologies for platform and service delivery

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Mission:

• Support Digital Services growth by documenting, standardizing, and improving digital channel user journeys and processes, ensuring clear requirements, seamless implementation, and effective enablement for digital product delivery.
• Analyze user behavior data to improve the digital journey, and collaborating with IT and external vendors to maintain 24/7 channel availability.

Description:

• Support the delivery and continuous improvement of digital channels and captive portals used for the distribution of digital products and services.
• Design and document end to end user journeys, product concept documents, functional specifications, user story and process flows for digital channels and captive portals 
• Analyze and review channel and portal performance to generate actionable insights that optimize customer journeys, drive growth, and improve revenue outcomes.
• Participate in requirement elicitation with stakeholders, and document business and functional requirements for digital products
• Support the full lifecycle of digital products and channels; from ideation and design through testing, launch, and post launch optimization. 
• Support/Lead User Acceptance Testing (UAT), quality assurance, and pre deployment validations, ensuring functional accuracy, stability, scalability, and performance readiness. 
• Monitor the performance of digital channels, products, portals, and tools; proactively identify issues, risks, and degradation, and track remediation to closure. 
• Collaborate with IT, Network, vendors, and business teams to investigate performance issues, analyze root causes, and implement improvement actions. 
• Support continuous improvement of Digital Services products by tracking channel performance and customer experience outcomes. 
• Collaborate with internal teams and external partners to identify, onboard, integrate, and support digital platforms, systems, and ecosystem features. 
• Ensure all digital channel features, platforms, and integrations comply with MTNN governance standards, data policies, and regulatory requirements. 
• Ensure adherence to product governance frameworks, data standards, and regulatory obligations throughout digital product and channel development.

Education:

• A first degree in any related discipline
• Fluent in English

Experience:

3-7 years’ experience which includes

• Experience working in a medium organization 
• Knowledge of agile methodologies, frameworks and use of agile tools (eg Jira)
• Experience in business analysis, requirements gathering, and user story documentation. 
• Experience in digital analytics, e‑commerce, digital channels, or product support roles

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Description:

• Ensure zero bad debt on accounts though accurate account and products set-ups on the systems
• Drive credit allocation, collections and debt mgt processes across all assigned clients’ accounts
• Work with product, UAT and support teams to validate new products, new systems and upgrades
• Generate relevant reports as required by the business
• Ensure QA validation is carried out on accounts worked on in the course of each month
• Ensure prompt service delivery by keeping to agreed SLAs
• Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd level incident mgt
• Gather products, services and solutions insights for enhancement of EB offerings in the market
• Drive the Completion of all service improvement initiatives as at when due
• Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and taking proactive steps to resolve the identified issues
• Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
• Perform Service fulfilments for Enterprise customers (i.e. Activation, SIM Swaps, Migrations, etc.)
• Achieve at least 80% score in EB Customer Satisfaction internal surveys
• Target achievement on EB Revenue Acceleration (Service to Sales)-Upsell/Cross Selling
• Completion of all yearly initiatives as at when due

Education:

• First Degree or equivalent in Social or Management Science (Accounting/Finance related degrees preferred)
• Fluent in English 
• Service Management certification (added advantage)

Experience:

3 - 7 years’ experience which includes

• 3 years’ experience of working in a customer-facing team
• 1 - 2 years’ experience in B2B Tech/Telecoms Customer Care/Service, Customer Success. 
• 1 – 2 years’ experience working in a structured medium or large enterprise organization 
• 1 – 2 experience billing, credit, collections and debt mgt 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
• Relationship Management /Stakeholder Management

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Mission:

• Contribute to the sustenance of the MTN brand by driving revenue collections through digital payment channels 
• Implement revenue impacting activities in accordance with policies, process, and procedures 

Description:

• Reconciliation
• • Reconcile customer bank statements with internal financial records, identifying discrepancies and resolving issues.
  • Conduct daily checks on digital payment platform reports to reconcile payment gateway transactions for onward processing of refunds.
  • Capture successful transactions (Airtime/Data) that are unfulfilled for various payment options (Bank Pay/USSD/Card/NQR/MoMo) via channels like eShop and myMTN App.
  • Conduct daily reconciliation of unfulfilled transactions for MoMo and share with relevant stakeholders for refunds.
  • Conduct daily reconciliation of eShop revenue streams (Device/Data) to ensure alignment with the payment gateway platform.
  • Reconcile bank statements and payments from the MTN Collections account to identify and post payments for Consumer and SME accounts, avoiding unidentified payments.
  • Conduct reconciliation for MoD successful transactions that are unfulfilled and escalate to vendors for refunds.
  • Reconcile MTN Internal Accounts (Staff PABX, HyConnect, Test Customer/Test Roamer).
  • Conduct account reconciliations on postpaid accounts related to payment complaints.
• Transaction Verification
• • Verify transactions such as payments, receipts, and transfers to ensure accuracy and legitimacy.
  • Investigate and resolve discrepancies such as missing payments or incorrect transactions.
  •  Process daily chargeback transactions from payment processors, banks, fintech's and validate each case by providing successful transaction evidence or rejecting invalid claims.
  • Approve requests for unfulfilled transactions to aid speedy refunds.
  • Implement debit reconciliation on accounts migrating from postpaid to prepaid.
  • Pass credit/debit adjustments on wrong recharge escalations for consumer postpaid and prepaid lines.
• Reporting and Monitoring
• • Generate daily, weekly, and monthly reports on failed bank recharges and other operational reports as required.
  • Generate monthly business performance reports for the functional area.
  • Monitor various digital bill payment channels (Web Bill payment portal, myMTN NG, Web, eShop, Zigi, etc.) daily to identify users and reconcile accounts to ensure fulfillment.
  • Manage the real-time monitoring dashboard and trigger fulfillment for unfulfilled payments to give value.
  • Follow up with the revenue management team to ensure accurate and prompt recording of cost center bills.
  • Generate daily SDP dumps from SAS for business decision-making.
• Compliance and Improvement
• • Ensure compliance with relevant laws, regulations, and company policies related to banking and reconciliation.
  • Continuously review and improve banking and reconciliation processes to increase efficiency and accuracy.
  • Develop and review policy, process, and procedure documents on banking and reconciliations.
  • Conduct user acceptance tests (UAT) on all automated payment channels and payment initiatives.
  • Ensure all trouble/service tickets logged to the team are promptly resolved and closed within the agreed Service Level Agreement.
  • Liaise with various stakeholders (IT/IS, 3rd party vendors, payment processors, banks, finance-revenue management)
• Effectively identify, resolve customer queries with timely follow‑through and feedback, while maintaining required service quality standards.
• Engage and Manage customers complaints on erroneous bank recharges from all Nigerian banks, convenient channels, and trade partners, collaborating with partners/banks for resolution.
• Efficiently support key account partnering banks on payment complaints.
• Receive payment advice from CRX/SME account officers, partners, sales partners, and frontline staff for adoption into clients’ accounts.

Education:

• First Degree in Finance, Accounting, Social Science
• Fluent in English

Experience:

3 - 7 years’ experience with experience working with others

• Experience working in a medium-sized organization.
• Experience in a call center (Prepaid & Postpaid) environment 
• Experience in a Customer Service-related role
• Experience in Data Analysis, Reconciliation and Reporting using basic tools, e.g. Excel, SAS, SQL, etc.
• Experience working with at least one Billing System as a customer facing function
• Experience in Customer Relationship Management tool
• Understands Prepaid and Postpaid Charging concepts.
• Attention to details

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Mission:

• To ensure growth in MTNN’s base in line with the strategic business objectives 
• Propose effective route-to-market options in implementation of all defined strategies for customer retention.  
• To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.

Description:

• Develop compelling business cases for investment within relevant verticals, to assist in clearly identifying return on investment and risk. 
• Support the development and implementation of the national sales strategy within regional channels, as well as ensure that regional targets and service levels are duly met. 
• Review market and channel needs and plan and manage the procurement and distribution of SIM cards, ensuring this is in line with approved business forecast. 
• Track and administer the procurement process of approved number range, review acquisition and deployment plans /number usage and ensure availability of numbers across the country.
• Review business forecasts, track and monitor SIM procurement, SIM Card stock in channels across the regions and administer the distribution of SIM cards in line with approved plans. 
• Manage repair and swap process for SIM Registration kits and ensure subscriber details are up to date and correct as well as ensure the security and accessibility of the database. 
• Analyze target trends in trade channels within regions and monitor and prepare periodic reports on sales and distribution, SIM Card stock in channel across the regions and related trade channel activities. 
• Conduct competitive research, to find out competitors’ strategy for implementing acquisition and Registration within the region 
• Identify new markets, business within the region and act as liaison between MTNN and newly identified customers 
• Ensure effective management of customer acquisition and SIM Card Registration within the regions. 
• Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience. 
• Liaise continuously with internal and external stakeholders (Regional Sales Teams, Marketing, Key Accounts Managers, etc) to ensure hitch-free operations  

Education:

• First degree in any related discipline  
• Fluent in English 
• Master’s degree in Sales or Marketing will be an added advantage.

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 
• Relevant project management experience

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Mission:

• To perform risk-based security reviews of IT infrastructure, applications, cloud, and network security controls. 
• To provide independent assurance that systems, infrastructure and data are protected from threats and vulnerabilities.
• To evaluate vulnerabilities, access management, secure development practices, and incident response readiness. 
• Ensure compliance with security frameworks and regulatory requirements while providing recommendations to strengthen controls. 

Description:

• Lead the planning, scoping, and delivery of planned IT security and cybersecurity audits in line with the MTN Nigeria Internal Audit Plan and support the delivery of management requests and advisory engagements. 
• Perform walkthroughs, develop detailed audit work programs and conduct fieldwork activities to assess the design and operating effectiveness of security controls and policy enforcement.
• Identify vulnerabilities and gaps in system configurations, security infrastructure and perform gap analysis against industry best practices and applicable frameworks. 
• Validate that identified security risks are adequately addressed by operational and risk management teams.
• Verify that system configurations, access controls, encryption standards, and network protections are aligned with approved baselines and regulatory requirements
• Lead and perform internal security reviews, technical deep dives in line with best practices to ensure adequacy of the Internal security control environment.
• Lead and perform vulnerability assessment and penetration reviews in line with vulnerability assessment and penetration testing methodologies.
• Provide support to the IT Security Audit manager to ensure high-quality audit reports that articulate issues, risks, impacts, and recommendations.
• Present audit findings, recommendations, and audit reports to management and provide input into the Audit Committee presentation reports.
• Lead Quality assurance processes and ensure audit engagements are delivered in line with Internal Audit methodology and quality standards.
• Perform audit follow-up and reporting processes to track and validate remediation of audit findings to ensure sustainable risk mitigation and evaluate the adequacy of corrective actions.
• Maintain all audit administration documentation and information as required on routine and special information technology audits.
• Evaluate compliance with internal policies, telecom regulations, and Cyber Security best practices.
• Use data analysis tools to identify patterns, anomalies, and risks within large datasets.
• Engage with IT Security and business teams to understand processes and risk areas.
• Ensure that the audit is carried out on the eGRC system in line with process and methodology as mandated by the Group Internal Audit and Forensics function
• Report on an ad-hoc basis on specific projects as and when necessary.

Education:

• First degree in Electrical/ Electronics, Computer Engineering, Telecommunications, or Computer Science with strong predilection for engineering; or in any Systems oriented discipline
• Fluent in English
• CISA, CCNA/CCNP, CISSP, CISM, CIA, ISO 27001, COBIT 5,CEH, GSEC,SECURITY +, HFI,NCSF

Experience:

3 – 7 years’ experience in an area of specialisation; with experience in supervising others

• Minimum of 3 years’ experience in IT systems audit or IT security or privacy or technology consulting or cyber security experience in a reputable organization.
• Experience working in a medium to large organization in a Systems/ IT/ Telecomm environment

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Mission:

• Investigate and report on all assigned allegations of fraud, corruption, and operational breaches, as reported.
• Analyze fraud patterns and recommend control improvements.

Description:

• Carry out research on fraud detection and prevention as necessary and as requested in Fraud Risk Management discipline.
• Maintains the fraud incident register and regularly updates with new incidents and status of progress.
• Create and regularly update case folders and upload all required supporting documents.
• Maintain a confidential case management system and ensure proper documentation of all investigations.
• Support whistleblower programs and ensure ethical reporting mechanisms are upheld.
• Logs incidents on the MTN Group eGRC application and regularly update with status of progress and upload all supporting documents.
• Investigate and resolve incidents of fraud and misconduct in conformance with documented policies.
• Extract and analyze data (statistical analysis of data related to fraud risks incidents from forensic tools (e.g. EnCase Endpoint investigator) and financial software) for investigations.
• Prepare reports on incidents of fraud and misconduct, investigations and outcomes.
• Promote fraud awareness across the organization and review incidents recorded through the Tip-Offs Anonymous fraud hotline to increase effectiveness and reach.
• Carry out research on fraud detection and prevention as necessary and as requested in Fraud Risk Management discipline.
• Liaise with Human Resources on disciplinary issues.
• Obtain information from third parties for investigation etc.

Education:

• First Degree in Accounting/Computer Science/Law/Information Technology or related discipline
• Professional qualification/certifications (CFE or ACA, ACCA, CRISC, CIA, CPA, CMA or CISA)
• Fluent in English

Experience:

3-7 years’ experience in an area of specialisation; with experience in supervising others

• Experience working in a medium organization
• Experience in fraud risk management frameworks and tools
• Experience in conducting interviews, evidence gathering, and report writing.
• Experience in Data Analytics

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Mission:

• To provide independent assurance that the Information Technology environment, including systems, applications, processes, and controls, supports business objectives securely, reliably, and efficiently.
• Responsible for performing analysis and monitoring on internal Technology controls, IT equipment, IT system risk management, and the effectiveness of internal controls.

Description:

• Support IT audit team in evaluating data controls, integrity checks, and audit trails of information technology in operation.
• Conduct data extraction, analysis, and security reviews utilizing various databases, spreadsheet and software tools.
• Perform routine and special information technology audits with a basic understanding of information technology internal control concepts and following professional standards.
• Prepare work papers for assigned tasks/audit procedures following the internal audit manual.
• Document relevant facts and information to support testing and conclusions, enabling reviewers to follow the logic and methodology applied.
• Follow the work program as developed by the Technology Audit Manager, seeking guidance when clarification of assigned tasks is needed.
• Maintain all audit administration documentation and information as required on routine and special information technology audits.
• Perform walkthroughs and test the design and operational effectiveness of IT controls.
• Evaluate compliance with internal policies, telecom regulations (e.g., NCC), and data protection laws (e.g., NDPA).
• Identify vulnerabilities and gaps in system configurations, access control, and change management.
• Use Data analysis tools to identify patterns, anomalies, and risks within large datasets.
• Document draft audit issues and recommendations with risk ratings.
• Document and present audit findings to process owners and support remediation tracking.
• Support relevant stakeholders in readiness for external IT audits or regulatory inspections.
• Engage with IT, security, and business teams to understand processes and risk areas.
• Track the implementation of audit recommendations to ensure management addresses identified issues in a timely and effective manner.
• Provide guidance on new technology projects, advising on best practices for security and control from the initial design phase.
• Ensure that the audit is carried out on the eGRC system in line with process and methodology as mandated by the Group Internal Audit and Forensics function
• Report on an ad-hoc basis on specific projects as and when necessary.

Education:

• First degree in Electrical/ Electronics, Computer Engineering, Telecommunications, or Computer Science with strong predilection for engineering; or in any Systems oriented discipline
• Fluent in English
• CISA, CCNA/CCNP, CISSP, CISM, CIA, ISO 27001, COBIT 5,CEH, GSEC,SECURITY +, HFI,NCSF

Experience:

3 – 7 years’ experience in an area of specialisation; with experience in supervising others

• Minimum of 3 years’ experience in IT systems audit or IT security or privacy or technology consulting or cyber security experience in a reputable organization 
• Experience working in a medium to large organization in a Systems/ IT/ Telecomm environment

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Mission:

• To assist in collecting, evaluating, and preparing research and/or other complex statistical data, narrative reports or presentations, and recommendations to have a better understanding of the customers’ needs at a micro-market level.

Description:

• Own regional BI architecture:
• • Power BI dashboards
  • Automated data pipelines
  • Single version of truth for the region
• Deliver state, LGA, cluster, and site-level analytics across:
• • Revenue
  • Subscribers
  • Usage (Voice/Data)
  • Quality of Experience 
  • Site profitability
• Proactively identify:
• • Underperforming micro-markets
  • White spaces and demand gaps
  • Early warning signals (churn risk, congestion, site profitability)
• Replace static reporting with predictive and prescriptive insights.
• Handle advanced ad-hoc analytics for RGM and regional leadership.
• Support localized go-to-market strategies:
• • location-specific offers
  • Channel mix optimization
  • Sales deployment targeting – GC opportunity mapping
• Integrate external data (population, income proxies, mobility, POIs) into insights.

Education:

• First degree in Economics, Statistics, Mathematics, Computer science, Engineering, or any related field.
• Fluent in English. 

Experience:

3-7 years’ working experience which includes:

• 2 years in a business analyst or business analyst support role
• 2 years’ work experience within data analysis, programming, reporting or general business experience, including formal business/market analysis and data manipulation/ mining experience. 
• Understanding of Marketing Analytics by channel

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Mission:

• To assist in collecting, evaluating, and preparing research and/or other complex statistical data, narrative reports or presentations, and recommendations to have a better understanding of the customers’ needs at a micro-market level.

Description:

• Own regional BI architecture:
• • Power BI dashboards
  • Automated data pipelines
  • Single version of truth for the region
• Deliver state, LGA, cluster, and site-level analytics across:
• • Revenue
  • Subscribers
  • Usage (Voice/Data)
  • Quality of Experience 
  • Site profitability
• Proactively identify:
• • Underperforming micro-markets
  • White spaces and demand gaps
  • Early warning signals (churn risk, congestion, site profitability)
• Replace static reporting with predictive and prescriptive insights.
• Handle advanced ad-hoc analytics for RGM and regional leadership.
• Support localized go-to-market strategies:
• • location-specific offers
  • Channel mix optimization
  • Sales deployment targeting – GC opportunity mapping
• Integrate external data (population, income proxies, mobility, POIs) into insights.

Education:

• First degree in Economics, Statistics, Mathematics, Computer science, Engineering, or any related field.
• Fluent in English.

Experience:

3-7 years’ working experience which includes:

• 2 years in a business analyst or business analyst support role
• 2 years’ work experience within data analysis, programming, reporting or general business experience, including formal business/market analysis and data manipulation/ mining experience. 
• Understanding of Marketing Analytics by channel

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Mission:

• Support sales and marketing teams in building a strong pipeline of leads that delivers against business plans, sales quotas, and MTNN’s objectives. 
• Analyze online retail sales data to generate performance reports, identify customer purchasing trends, and assess changes in the digital retail market to inform decision‑making.

Description:

• Engage Online partners to follow up on e-commerce initiatives to drive sales.
• Creating tracking reports for promotional activities
• Coordinating with various departments for business development initiatives
• Optimizing pricing strategies and conducting promotional planning 
• Evaluate performance measures against Online sales Target
• Driving our lead generation campaigns
• Generating new leads to increasing brand awareness
• Deploy targeted digital marketing campaigns across web, social media and partner platforms.
• Creating fresh lead generation tactics according to customers’ needs
• Following up on leads and conducting research to identify potential customers
• Managing our leads to ensure consistent site traffic growth
• Maintaining our lead databases and tracking lead sources
• Submitting marketing and sales pipeline reports
• Research, track, maintain and update leads
• Conduct client or market surveys to obtain information about potential leads

Education:

• First degree in Business, Marketing and Advertising 
• Fluent in English

Experience:

3-7 years’ experience in an area of specialization; with experience working with others to include:

• Experience in project planning, sales/marketing or related function
• Proficiency in Microsoft Office Tools (Word, PowerPoint and Excel)
• Telecoms experience would be an advantage

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Mission

• Responsible for providing technical support and quality assurance for FTTx broadband consumers that guarantees user experience, uplifts ARPU (average revenue per user) and averts churn. Leverage BI/performance insights for product innovation and value monetization.

Description

• Develop an efficient, agile, and real-time home network quality assurance (HNQA) operation that assures service quality, enables FTTx product differentiation, value monetization of complementary services, and marketing agility.
• Responsible for the comprehensive management of the HNQA-Operation for FTTx-Business in line with strategic intent and objectives.
• Ensure the reliability and usability of the FTTx home broadband service for the delivery of curated quad-play offerings, regardless of the type of user application.
• Manage ONT service provisioning, home network support, installation of CPEs – e.g. Wi-Fi access points (APs), CCTVs, STBs, and smart home solutions – to achieve quad-play propositions, service experience, product differentiation and revenue growth.
• Manage and resolve within SLA all home-network-quality issues and trouble-tickets for FTTx-broadband customers.
• Be the single point of contact (SPOC) for FTTx home network technical support and optimization.
• Use performance data and analytics to predict user/household behaviour, service performance issues, and bandwidth growth demands. Leverage these insights for home network optimization, product innovation and value monetization.
• Configure real-time monitoring and alerting scripts to proactively identify and resolve service or Wi-Fi signal issues before they become service impacting or lead to churn.
• Responsible for Inventory planning & management – ensure 100% availability of CPEs and accessories for home network quality assurance (HNQA) operation.
• Define and enforce home connection acceptance test in compliance with acceptance criteria and performance metrics.
• Process payments for home network support partners in line with acceptance criteria, contracts and business rules.
• As the HNQA process owner, be actively involved in the scoping, requirement gathering, clarification and testing of IT-Systems systems for operations excellence.
• Ensure timely feedback are provided to IT on any workflow improvement and track request to timely completion.
• Exhibit and sustain the right organisational culture by consistently demonstrating MTN refreshed values and leading from the front.
• Define SMART KPIs for your team and manage team performance, including appraisal check-in sessions.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify training requirements of team members, develop programs to address knowledge gaps and to enrich knowledge repository within the department.

Requirements
Education:

• First Degree in Engineering, Computer Sciences, Physics or Telecommunications. 
• Fluent in English

Experience:
6 - 13 years’ experience which includes:

• Experience working in a medium organization and a multi-vendor network environment.
• Experience, preferably in a telecommunications business environment.
• A good knowledge of GPON, LAN, SD-WAN and related technologies. Deep understanding of PPPoE, DHCP, VoIP and related networking protocols.
• Advance knowledge of FTTx/ODN architecture, L2VPN technologies and management of access network nodes via Network Management system (NMS).
• An understanding of field service operations management, including planning, scheduling, inventory management, process efficiency and performance reporting.
• A good knowledge of networking devices, data communication protocols and proactive fault discovery and quick issue resolution.
• CCNP, CFOT certification or its equivalent will be an added advantage