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  • Posted: Nov 12, 2018
    Deadline: Nov 20, 2018
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    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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    Advisor Commercial Legal (Supervisory)

    • Job Type
    • Qualification
    • Experience 3 - 7 years
    • Location Not specified
    • Job Field Law / Legal 

    Job Description

    • To provide the company advisory service regarding the drafting, legality, structuring, fiscal efficiency and compliance of contractual arrangements.
    • Ensure continuous liaison with External Solicitors for regular updates, compliance with procedural rules of court, stipulated time limits for actions, etc. so as to minimize the cost and adverse effect of litigation.
    • Review legal cases, petitions and internal matters requiring legal input /perspective, consult with all relevant parties, advise on case/petition/legal related matter, provide recommendation on course of action and effectively take appropriate and approved action in accordance with the rules and regulations of MTNN.
    • Draft legal agreements and review all relevant documentation supporting contracts for authenticity and validity, reviewing commercial agreements and documentations of transactions.
    • Conduct proactive prevention of litigation, ensuring Legal processes and services are effective and efficient in line with defined and approved design and rules.
    • Administer controls to ensure compliance with statutory and regulatory requirements and effectively integrate ethics, compliance and preventive law efforts, ensuring MTNN activities are compliant with laid down laws and governing regulations/statutes.
    • Prepare monthly management reports.
    • Carry out legal (administrative) services work including liaison/correspondence with external bodies and organizations, structuring and negotiating commercial transactions.
    • Settle legal issues between MTNN and 3rd parties, assisting in managing liquidations and disputes.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Travel – local and international

    Experience & Training
    Education:

    • Fluent in English
    • First Degree in Law

    Experience:

    • 3-7 years’ experience in an area of specialisation; with experience in supervising others
    • Experience working in a medium organization
    • Civil/commercial litigation experience.
    • Knowledge of telecommunications environment will be an advantage.
    • Commercial/technical and/or further legal qualification will be an advantage
    • Experience in handling and negotiating funding
    • In depth experience and understanding of the Nigerian framework

    Training:

    • Basic GSM technology
    • Contract drafting and negotiation skills.

    Minimum qualification:

    • LLB or LLM

    go to method of application »

    Energy Support Services (ESS) Specialist (Supervisory)

    Job Description

    • To co-ordinate the entire operation and maintenance of all mechanical and electrical systems at MTNN installations (Network sites, Switch centre and BTS/TX) within the assigned region and provide 2nd level support to regional operations team.
    • Ensure that power and cooling system parameters at MTNN installations and leased property within the region are within MTNN specifications.
    • Ensure spare power capacity is available for redundancy and future installations and provide 2nd level support to regional operations in assigned areas/ region.
    • Maintain optimal performance of all cooling and power systems within the region.(Swicth & BTS).
    • Conduct routine maintenance of all power and cooling systems at MTNN installations and leased property within assigned area and ensure they are within MTN Specifications.
    • Maintain prescribed computerized maintenance management system and prescribed management information system for ESS operations in the region.
    • Produce monthly reports on ESS activities within the region.
    • Assist to direct the implementation and maintenance of efficient management information system for ESS operations in the assigned region.
    • Coordinate data gathering for the duration of NEPA (Local Power Source) power outages, power consumptions for the rural and urban BTS/TX sites including the switching centres within the assigned region.
    • Monitor maintenance contracts for regional contractors.
    • Ensure continuous improvement of processes and procedures to foster efficiency of ESS operations within the assigned region.
    • Ensure value  is created from Customer engagement & Operations
    • Ensure value is created through effective stakeholder management
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

    Job condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    • National and International travel and a valid driver’s license.

    Experience & Training    
    Education:

    • First degree in Electrical/Electronics, Mechanical Engineering from a reputable institution
    • Fluent in English

    Experience:

    • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
    • Experience working in a medium  organization
    • Experience in design, implementation and maintenance of power and cooling systems in telecommunications industry

    Training:

    • Leadership Development Programmes

    Minimum Qualification

    • BA, BEd, BSc, HND, BEng or BTech

    go to method of application »

    Coordinator, Continuous Service Improvement (Supervisory)

    Job Description    

    • Develop a service improvement plan  for all internal and business operational teams
    • Manage measurement systems to track adoption, utilization and proficiency of IT services.
    • Maintain IS Service Catalogue, drive IS Service improvement initiatives, communicate achievements, collate and verify Service Level requirements and facilitate the monitoring and reporting of IS Service Level Agreement in general.
    • Identify and report ROI
    • Disseminate information and liaise with other service Management areas to drive service delivery
    • Gather business requirements and translate to IS deliverables based on MTNN business plan.
    • Negotiate and agree on SLAs with the business unit and OLA with other supporting business units
    • Drive the implementation of vendor contracts to support IS objectives and validate adoption of IS service offerings
    • Facilitate meetings with various IS units to discuss and resolve escalated or identified customers issues
    • Manage and report on vendor performance
    • Engage teams for improvement areas and follow-up with implementation of improvements to improve service and process performance
    • Be an active and visible advocate of Release and Service improvement management.
    • Create and enable reinforcement mechanisms and celebrations of success.
    • Smooth running of the CSI process. Ensuring that services improvement areas are identified, analyzed and followed up for implementation with minimal or no loss to the business.
    • Compliance to ISO20000 standards and regulatory requirements
    • Ensure alignment between the SDLC process and Release Management process
    • Conduct organizational assessments to determine the current readiness and capability for change.; Assess Organizational Design impacts during the change process
    • Manage the escalation of customer issues and customer satisfaction survey
    • Initiate and maintain business engagement processes and customer engagement forums
    • Ensure value is created through effective stakeholder management
    • Collaborate with project teams to integrate Release management activities into the overall project and demand management plan.
    • Collaborate with communication, training, HR and OD specialists in the formulation of particular plans and activities to support project implementation.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

    Job Condition

    • Open office plan
    • General working conditions
    • Will be required to work extra hours when necessary

    Experience & Training    
    Education:

    • First Degree in Computer Science or an IT equivalent degree
    • Fluent in English
    • Foundation Certificate in ITIL - IT Service Management
    • Practitioner in ITIL Service Level Management will be an added advantage

    Experience:

    • 3 – 7 years of experience  in an area of specialisation; with experience in supervising others
    • Experience working in a medium  organization
    • Experience in  Service Level Management
    • Experience in  IT support experience
    • Relationship Management skills
    • Project management Experience
    • Experience dealing with change management issues
    • Experience working with a range of Service providers
    • Understanding of Service delivery and service support environment
    • Demonstrate productivity, initiative, professionalism, customer service attitude, attention to detail and quality, ability to multitask, team focus, strong interpersonal skills, strong verbal and written communication skills.
    • Strong business knowledge and operational management experience
    • Deep understanding and experience with IS technical systems including applications, servers, networking components, backups, disaster recovery, as appropriate.
    • Excellent client service skills
    • Effective problem-solving and negotiating skills
    • Demonstrates competency in stakeholder management, change management, and influencing without authority

    Training:

    • ITIL Foundation Certificate, Practitioner in Continuous Service Improvement will be an added advantage
    • A good understanding of statistical and analytical principles and processes
    • Good interpersonal skills for written, oral and face to face communications
    • Training in IT support
    • Solid understanding and technical expertise in a broad range application and technical architecture components (applications/OS, database, network)
    • Project Management methodologies
    • Strong analytical, problem-solving, and conceptual skills

    Minimum qualification
    BA, BSc, HND or BTech

    go to method of application »

    Manager, Business Relationship & Partner Management

    Employment status: permanent
    Department: Services: Asset, Change, Configuration and Problem

    Job Description

    • To develop, implement and manage Information Systems processes in line with IS and Enterprise Management strategies and best practices
    • Support the Shareholder return strategy by developing and implementing Information Systems Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
    • Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
    • Ensure integrity of financial disciplines within ESM environment with regard to OPEX and CAPEX
    • Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IS Infrastructure operations and services.
    • Serve the Division’s internal customers and provide solutions to improve the customer experience.
    • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
    • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
    • Drive an increase in MTNN’s Net Promoter Score.
    • Work with IS process teams and management to discuss or explain process dysfunction, causes and possible solutions and establish the approach to delivering related improvement initiative.
    • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
    • Maintain effective working relationships with internal and external suppliers.
    • 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.
    • Disseminate information and liaise with other service Management areas to drive service delivery
    • Gather business requirements and translate to IS deliverables based on MTNN business plan.
    • Facilitate meetings with various IS units to discuss and resolve escalated or identified customers issues
    • Maintain customer relationship with all business departments
    • Understand the changing business needs and determine levels of IT Service required to support the business.
    • Agree with business unit upon IT Service level requirements
    • Translate Strategic, Tactical and Operational objectives of MTNN business units to Service Level Agreements/IS deliverables
    • Agree with internal business support unit on Operational Level Agreements
    • Ensure Underpinning contract support IT Service Level Agreements
    • Relate with Business units to ascertain performance levels of IS Services from a Customer and Users perspective.
    • Monitor and report on user’s experience of IS’s IT Services
    • Ensure business interests are considered in IS internal planning sessions and service definitions
    • Foster closer working relationship within IS and the business
    • Service catalogue develop, support and maintenance
    • Provide input to the prioritization of IT investment within function
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • 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.

    Job Condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Local and International travel

    Requirements, Experience & Training
    Education:

    • First degree in any related discipline preferably IT
    • Fluent in English
    • A Post graduate Degree in Computer Science or Computer Engineering is desirable.

    Experience:

    • 6 - 13 years of 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
    • 3 years’ experience in business relationship and customer service management in a medium size organisation
    • Good understanding of methodologies and the impact of the technology in question (ITIL Certificate)

    Training:

    • Strategy Development
    • Leadership Development Programs
    • Business Relationship Management
    • Enterprise Systems Management
    • Business Process Automations
    • Cost management.

    Minimum qualification

    • BA, BEng, BTech or HND.

    go to method of application »

    Sim Registration Field Support Coordinator (Supervisor)

    Employment status: Permanent

    Job Description

    • Drive gross connection of SIM registration devices and ensure overall effectiveness of the SIM Registration process.
    • Participate in the assessment of resource requirements for EMS and assist in preparing the budget for IS Infrastructure operations and services.
    • Develop and communicate process improvement initiatives that drive SIM registration processes that meet the standard requirements.
    • Develop, implement and continuously improve the processes, procedures and policies required to manage SIM Registration devices for meeting customer needs.
    • Monitor the process of escalating unresolved incidents to appropriate authority or professionals in compliance with agreed PPPs’.
    • Manage customer expectations as well as achieve customer satisfaction.
    • Initiate and coordinate communication process and procedures with end-users usually at high-level.
    • Prepare and present reliable trend analysis to help determine focus areas and develop proactive approaches to faults management.
    • Periodic review of Incident management Policies, processes and procedures and other related documents
    • Log, track, and monitor SIM Registration support issues / incidents to ensure resolution in a timely manner with the least impact on operations.
    • Monitor the effectiveness and quality of IT/IS teams performance against set standards.
    • Measure and report on SIM Registration teams performance on a periodic basis – as agreed with line management.
    • Developing, implementing, and managing operational standards and escalation procedures to ensure service levels are maintained at a consistent level.
    • Compile reports on SLA targets, number and types of requests/incidents and communicate findings to management – making recommendations as required.
    • Ensure the compliance of knowledge management and data capture processes in regards to incident management activities.
    • Manage feedback from customers and be able to carry out service recovery with the customers if required.
    • Communicate to senior management and customers and keep them updated on incident status
    • Manage mass announcements, if any relating to incidents etc.
    • Drive availability of all enterprise systems in MTN Nigeria.
    • Assemble and maintain problem history records; prepare statistics and trend reports for use in review of the problem management process
    • Develop faults/problem trend analysis and prepare service improvement plans to address identified gaps.
    • Ensure reoccurring problems have tickets for proper tracking and root cause analysis. In the same manner, drive major incident resolution within stipulated timeframe and ensure problem records are logged, tracked and root-cause Analysis is determined.
    • Serve the Division’s internal customers and provide solutions to improve the customer experience.
    • Work with IS process teams to discuss or explain process dysfunction, causes and possible solutions and subsequently, establish an optimal approach.
    • Maintain effective working relationships with internal and external suppliers.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours

    Experience & Training
    Education:

    • First Degree in Computer Science or a related IT field
    • A+ Certification
    • ITIL V3 Foundation

    Experience:

    • 3 - 7 years of experience  in an area of specialisation; with experience in supervising others
    • Experience working in a medium  organization
    • Experience  IT Service Support and Delivery Experience
    • Experience End User Support and project management
    • Experience working with a range of service providers
    • Understanding of service delivery and service support environments

    Training:

    • A+
    • Microsoft Certified Engineer
    • Project Management
    • ITIL Practitioner Service Support

    Minimum qualification

    • B.Eng, B.Tech, HND, B.A or B.Sc.

    go to method of application »

    Analyst, Sales Support- Credit (Supervisory)

    Job Description

    • Process credit applications, monitor Trade Partner credit facilities and initiate appropriate action on defaulting creditors
    • Analyze credit transactions and behaviors with a view to providing feed back to the Sales Support Supervisor – Credit
    • Maintain Trade Partner Accounts sub ledger ensuring completeness, accuracy and correctness.
    • Maintain  an updated schedule of bank guarantees for credit Trade Partners Convenience Partners
    • Ensure that bank guarantee expiration alerts are periodically sent to trade partners for timely renewal
    • Ensure Partners with expired Bank Guarantee are restricted from all credit related transactions
    • Initiate suspension of credit sales to defaulting Accounts immediately after default and ensure adherence to MTNN Bad Debt policy.
    • Review and Reconcile Credit Trade Partners accounts to highlight accounts with near due and overdue payment dates and propose required action.
    • Prepare and circulate outstanding credit invoices to all Distributor Account Executive (DAEs) on a weekly basis.
    • Prepare sales performance and risk turnover reports for Financial Operations.
    • Generate report on credit status, credit utilization and sales of Trade Partners.
    • Prepare Monthly Customer Ledger Age Analysis for proper debit monitoring and escalation when required
    • Prepare daily invoice and collection report.
    • Receive, sort and evaluate credit applications from channel and maintaining a proper log of all such applications and ensure completeness and accuracy.
    • Conduct credit sessions for new and / or defaulting credit Trade Partners and regional sales.
    • Monitor Trade Partner credit facilities and initiate punitive action on default accounts, following up on related transactions to ensure compliance with credit policy.
    • Maintain Trade Partner accounts sub ledger and reconcile credit accounts regularly.
    • Generate relevant daily, weekly and monthly reports and resolve queries
    • Support divisional special initiatives
    • Process Customer Credit Orders carrying out the following tasks:
    • Track Trade Partner’s credit transactions and ensure they are processed within credit limit schedules.
    • Vet and release all credit related requests from Trade Partners, Convenient Partners, Walk-in centers, as well as release validly approved credit requests from Enterprise Solution of MTN.
    • Process other credit related requests meant to achieve the business strategic sales objectives.
    • Resolve all queries on Trade Partner credit orders and accounts, bank guarantee cut off and due dates, credit related payment queries, complains from regional sales and outstanding invoices issues.
    • Analyze credit applications using financial ratios based on Trade Partners’ record on the ERP systems and advise supervisor to activate new credit facility on the system.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

    Job Condition    

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Open plan office

    Experience & Training    
    Education:

    • First degree in Accounting, Finance, Business related Field  
    • Fluent in English

    Experience:

    • 3-7years’ experience in an area of specialisation; with experience working with others
    • Credit Administration and risk Management
    • Reporting and Data Management
    • Key account Management and Problem solving
    • Experience working within a team in a medium  organization
    • Microsoft office (word, powerpoint, Excel)
    • Debt recovery

    Training:

    • IFS Training Oracle based application
    • Minimum qualification - BA, BEd, BSc or HND

    go to method of application »

    Manager, Closed Loop Feedback & Knowledge Delivery

    Job Description

    • Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
    • Support the Shareholder return strategy by developing and implementing Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
    • Participate in the review of Business Processes (headcount, process optimisation etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
    • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
    • Drive an increase in MTNN’s Net Promoter Score
    • Work with the wider customer experience and commercial teams to establish Voice of the Customer Program to share learning's/ updates with the wider business.
    • Identification of Customer Experience Improvement actions/initiatives/ customer pain points and associated business plans and benefit cases.
    • Mapping of existing and new customer journeys against agreed methodology-e.g. CLF feedbacks
    • Identify and facilitate support aids to achieve prompt realization of service level targets
    • Develop and use integrated reporting to drive insight and action and Present integrated findings to senior management.
    • Use consultative approach to working and partnering with stakeholders and a polished influencing skill to manage through opposing views to find the right solution.
    • Facilitate collaborative activities that enable branded customer care/experience – use regional /national forums such as Engine Room and other team and regional meetings.
    • Analyze information, interrogate and interpret data relating to business performance - ensuring a consistent approach to measuring Customer Experience via CLF/VOC.
    • Participate in development and deployment of commercial strategies to foster consumer brand loyalty
    • Ensure the tracking of overall sectional performance against specified KPIs and report this information on a regular basis to customer relations management and customer experience.
    • Collaborate with wider customer experience team to facilitate resolutions of business and outer loop challenges from CLF/VOC.
    • Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service levels and NPS targets.
    • Partner with MTNN’s Ecosystem Partners to deliver business value.
    • Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
    • Support organisational employee awareness on Ethics - including providing regular training to employees on Ethics matters, the application of standards and guidelines, relevant laws and regulatory requirements, promoting and enhancing a strong telecom-wide compliance culture etc.

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Regional Travel (for Regional Service Managers)

    Experience & Training
    Education:

    • First Degree in Social Science or any related field
    • An MBA is desirable

    Experience:

    • 6-13years' experience which includes:
      • 3 years work experience in area of specialisation in experience supervising others.
      • Experience in data gathering and analytics
      • Experience in project management
      • Experience in service improvements models and execution
      • Experience in managing complex processes and procedures
      • Experience in knowledge & Service delivery
      • Experience in Close Loop Feedback management
      • Budget planning.

    Training:

    • Customer Relationship Management
    • Employee Performance Management
    • Management Programs
    • MS Excel (Intermediate and advanced)
    • MTN Products & Services
    • Project Management
    • Service Excellence
    • Audit/ Inventory training
    • People & Performance Management
    • Financial planning & Budgeting
    • Business Intelligence
    • Service Segmentation
    • Resource Planning
    • ICT Cutting Edge Technologies
    • Crisis Management
    • Innovation Management
    • Credit Management
    • Change Management
    • Brand Management
    • MS Office Enterprise

    Minimum Qualification

    • BA, BEd, BSc or HND.

    go to method of application »

    Senior Manager, Customer Operations

    Job Description

    • Oversee the operations or activities of various customer care units within MTN Nigeria and ensure timely resolution of customer issues/complaints
    • Oversee the Operations and activities of various Walk-In Customer service points within a designated Region and ensure branded customer service
    • Develop strategies and operational plans to drive the achievement of targeted sales and service objectives.
    • Support the Shareholder return strategy by developing and implementing CR Processes that are aligned to achieving all elements on the business score card. (I.e. Consistent Customer Experience, Data Sales, Device Sales, Competitive Performance (Market Share / Churn / Customer Experience (NPS)).
    • Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
    • Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
    • Design, implement and track initiatives to meet and exceed assigned financial targets across the revenue/product mix, for the regions, in alignment with MTN Nigeria and Regional quarterly business and activity plans.
    • Manage the integrity of inventory and cash handling within Owned Touch Point Channel
    • Oversee inventory movements across regions ensuring the accurate and timely processing of mark downs, transfers & consolidations, receiving and POS transactions.
    • Oversee financial viability of assigned franchise operations.
    • Define, implement, measure and reward consistent EPIC Customer experiences in line with national and regional business objectives and business initiatives, in all branded and franchised stores and physical, service-led touchpoints.
    • Partner effectively with MTNN’s critical value chain partners to enhance MTN’s Brand, and to meet Customer-related targets.
    • Improve MTNN’s relative Net Promoters Score and attain best relative service NPS in assigned region.
    • Develop strategies and champion customer centric culture across the Walk In and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
    • Drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
    • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Best Customer Experience with focus on high quality customer interactions in the physical footprint, Focus on Margins, Igniting commercial performance by leveraging technology and digital.
    • Drive understanding and embedding of MTNN Customer Service Levers:
    • Deliver customer-centric customer journeys across segments & channels;
    • Leverage technology to provide effective self-service tools to empower MyCustomer
    • Optimize efficiency & cost-to-serve across channels via automation of front/back office processes
    • Build and maintain an empowered & engaged workforce
    • Create value through qualitative engagements
    • Network and build solid relationships with internal units and relevant third parties (e.g. value chain partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
    • Partner with MTNN’s Ecosystem Partners to deliver business value.
    • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
    • Set and exceed challenging commercial targets (SIM registration, SIM swap, airtime sales, NPS and issue resolution, device sales, etc) for all retail stores
    • Ensure standardization in Customer Experience, Merchandizing and Retail experience across all Retail touchpoints.
    • Supervise all stores to ensure that all products are merchandised and all visual materials implemented according to the guidelines set
    • Actively work with a set of predefined KPI’s to track and steer performance towards meeting and exceeding these targets
    • Develop and execute roadmap for branded retail stores and points (lead store expansion project and identify resources needed to successfully achieve the targets)
    • Provide leadership and advice on the details of Customer Operations and set standards for related activities; establish the resources to deliver superior customer care versus competition.
    • Develop strategies for effective customer care services in line with the goals and objectives of MTNN.
    • Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
    • Maximize operational performance by providing adequate resources, ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
    • Manage overall quality of Customer operations, handling complaints, enquiries and requests in the branded MTN omni-channel way to enhance the enjoyment of MTNN’s services by its valued Customers across the footprint.
    • Develop and maintain dispute management and escalation process including the filing disputes when billing errors are identified and tracking disputes through resolution within specified time period.
    • Monitor financial performance of various telecommunications services related vendors as it relates to contract rates and budgeted cost models.
    • Track and ensure disputes are documented and accessible for reference by authorized users.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Identify, evaluate and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
    • Coach, train and mentor team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage human resources career development programs for staff.
    • Ensure skill transfer for staff development, motivation and business continuity

    Job Condition    

    • Normal MTNN working conditions
    • May be required to work extended hours

    Experience & Training    
    Education:

    • First degree in Business Management, Financial Management, Accountancy or any Social Science Course or any other discipline
    • Master’s in Business Administration will be an added advantage
    • Fluent in English

    Experience:

    • 9-17 years relevant work experience including:
      • Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry
      • Worked across diverse cultures and geographies advantageous
      • Management experience in a customer-oriented service environment, preferably telecoms
      • Experience in managing service level agreements, process improvements and billing systems

    Training:

    • Project management
    • Accounting
    • Coaching and Mentoring
    • Performance Management
    • Diversity Management
    • Service industry Management
    • Financial planning & Budgeting
    • Business Intelligence
    • Analytics
    • Service Segmentation
    • Resource Planning
    • ICT Cutting Edge Technologies
    • Crisis Management
    • Innovation Management
    • Change Management

    Minimum qualification    
    BA, BSc, BEd or HND.

    go to method of application »

    Analyst, Customer Intelligence (Supervisory)

    Job Description

    • Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department
    • Account for achievement of service levels and targets.
    • Co-ordinate activities of customer facing channels as regards service delivery and customer experience.
    • Track the achievement of Customer Services KPIs ( Financial)
    • Ensure Integrity in managing subscriber data/information.
    • Document actions taken to resolve client problems.
    • Ensure full optimization, coaching and development of team members, including planning and executing team building activity.
    • Ensure team members adhere to all defined operational guidelines.
    • Conduct research and Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
    • Maintain brand alignment in rendering sales and services in service centre environment.
    • Collaborate with relevant departments’ e.g.  Marketing in deploying promos.
    • Analyze and report customer impacting trends, Including Competitive Intelligence to guide management decisions
    • Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
    • Ensure generation of relevant reports for management purposes.
    • Develop key account management tactics in line with the organization’s value proposition.
    • Develop initiative to ensure customer retention/ loyalty in collaboration with other units and departments.
    • Ensure customers are educated on use of products and services and enlightened on new products and initiatives.
    • Ensure customers are advised on what package(s) will suit their needs and MTN products and services marketed to current and potential customers.
    • Manage relationship with other divisions within the organization e.g. marketing, NWG etc. and facilitate overall customer experience improvement.
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
    • Mining of data from the Enterprise Data Warehouse for analysis.
    • Auditing of Customer Relations data to ensure data integrity and management.
    • Conduct competitive intelligence on products and service offerings.
    • Generate daily, weekly and monthly Customer Relations Reports.
    • Analyze Customer data for the execution of various Customer Relations strategies.
    • Conduct regular customer focused surveys to garner customer feedback and identify customer impacting issues.
    • Generation of customer insight via available customer data to guide strategic CR business decisions.
    • Collect and analyze customer and business information and trends for forecasting and planning.   
    • Coordinate and prepare data and reports as required to support strategic decision making.
    • Provide intelligence to support business planning.
    • Identify issues and generate insights for management decision making.

    Job condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Open plan office

    Experience & Training
    Education:

    • First  degree in any relevant discipline
    • Fluent in English.

    Experience:

    • Minimum of 3 years’ experience in an area of specialisation; with experience working with others
    • Experience working in a medium  organization
    • Experience in Customer Care and Management
    • Some experience in formal business analysis

    Minimum Qualification

    • BA, BSc, BEd or HND

    go to method of application »

    Coordinator, Disaster Recovery (Supervisory)

    Employment status: permanent
    Department: Services: Info Systems - Service Support

    Job Description

    • To coordinate the implementation of common Business Continuity/Disaster Recovery processes and evaluate, recommend and implement approved Disaster Recovery strategy.
    • To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required, and agreed, business timescales.
    • Business growth, value created & cost-effectiveness achieved by process optimization
    • Develop and implement a plan to provide fail-over capacity of all mission critical servers, applications and networks.
    • Develop, review and standardize all recovery process and procedural standards to address routine, backup, redundancy and recovery architectures.
    • Support the implementation of a Business Impact Analysis and business continuity plans
    • Develop appropriate off site data and document repositories to be utilized if information were to be irretrievable at the head office due to a major disaster.
    • Ensure the company’s data, data systems, infrastructure and networks are recoverable in the event of a disaster.
    • Perform and analyze disaster simulations for the prompt restoration of services.
    • Investigate current performance areas of IS Systems disaster recovery infrastructure and identify bottlenecks and develop ideas for performance improvements and implementation.
    • Input into the DR Plan and execute in line with agreed schedule
    • Drive and close of all DR related project and operation activities
    • Track and monitor the implementation of changes that may impact Business Service Continuity
    • Ensure all disaster recovery databases and file systems synchronization are up to date. Drive to closure where issues arise with systems that are not in-synch
    • Develop, track and report all operations issues as it relates to Business Service Continuity.
    • Ensure all failover tests, dry runs and back/up recovery activities are up to date. Track any issue to closure
    • Develop and update all Disaster recovery procedure documents for all Mission Critical Processes
    • Lead and direct disaster recovery testing for all Mission Critical Processes
    • Draft Business Continuity Committee reports to be reviewed by the SM BSC.
    • Support in the tracking of all IT related Risk , update Risk Register accordingly
    • Develop and update all Business Continuity PPPs
    • Ensuring that the Disaster Recovery facilities and services are in ready state to sustain the business at all times and in the event of a disaster with the same level of services and availability.
    • Manage and leverage IS BSCs relationship with its key vendors, including day-to-day communications and coordination. This includes supporting the SM BSC in preparing business continuity KPI’s within contract
    • Provide Support to Management on IT Risk
    • Enhance customer satisfaction and perception of Information System Services
    • Ensure IT Services are designed to deliver the required levels of disaster recovery as required by the business
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB.

    Job Condition:

    • Normal MTNN working conditions
    • May be required to work extended hours
    • Open plan office

    Requirements, Experience & Training
    Experience:

    • 3 - 7 years of experience in an area of specialisation; with experience in supervising others
    • Experience working in a medium organization
    • A good understanding of available and emerging IT technologies (disaster recovery tools)
    • Experience in preparing, reviewing and reporting disaster recovery metrics
    • Knowledge of Business protection systems and experience of Contract Management type roles
    • Experience and understanding of Infrastructure Technologies, including Windows, Unix, SAN, Network and Database.
    • Experience in use of Disaster recovery methodologies and tools
    • Data network architectures including solid understanding of TCP/IP Functional Skills Development
    • Incident Management
    • IT Security
    • Cyber Crime Defender
    • ISO 27001:2013 Foundation
    • Cyber Security Certification Leadership Skills Development
    • Employee Effectiveness (L1)
    • Telecoms A-Z
    • MTN Customer Experience (Basics)
    • Harvard Self-Management.

    Training:

    • Project Management methodologies (PMP or PRINCE2)
    • Business Continuity and Contingency Planning.

    Minimum qualification

    • BA, BEng, BEd, BSc or HND

    Method of Application

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