Ongoing Recruitment at MTN Nigeria, 4th December 2018

MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

We are recruiting to fill the vacant position below:

 

Job Title: Switch Operations Engineer (Supervisory)
Location: Lagos

Job Description

• To implement network integration and resolve faults on the core network
• Ensure value is created by resolving BTS Network fault promptly for network efficiency and escalate unresolved faults to HLS.
• Track, monitor, and resolve faults using approved switch processes and procedures and the Ericsson Exchange Library.
• Implement change requests/planned work, using switch procedures.
• Monitor performance statistics and generate weekly reports.
• Update switch records such as billing backup, weekly dumps and test load.
• Act as interface to Customer Service and assist in resolving customers’ problems.
• 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.
• Perform routine maintenance on all network nodes within the region
• Perform operation and maintenance of MTNN Wire Line Network
• Implement integration of new BTS/TX sites and conduct acceptance tests
• Implement integration of new network elements
• Re-group  sites using up to date switch procedures and Ericsson Exchange Library
• Perform network quality and performance investigations
• Provide support to Regional Switch Engineers

Job Condition    

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

Experience & Training   
Experience:

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Hands-on experience core network operations and maintenance in GSM environment.

Training:

• GSM Node Hardware Dimensioning
• AXE Hardware Maintenance AXE 810
• GSM MSC/VLR Operations
• GSM BSC Operations
• GSM AXE Operation
• GSM Core Network Maintenance
• GSM System Survey
• GPRS BSS Operation
• Ericsson WCDMA System Overview
• WCDMA System Core Network Maintenance
• WCDMA RAN Field Maintenance
• WCDMA MSC Server & MGW
• WCDMA Mobile MGW Operation & Configuration.
• Technical report writing

Minimum Qualification

• HND, B.Tech, B.Sc or B.Eng.

 

Job Title: Advisor, Banking Services (Supervsory)
Location: Lagos

Job Description

• To monitor the banking services provided to MTNN and ensure compliance across board to the Service Level Agreements (SLAs) between MTNN and banks.
• Collate and analyse data on cash movements, bank charges, interest rates, exchange rate movements and placements.
• Set up and manage MTN bank accounts, monitoring bank tariffs and price book for bank charges.
• Verify all General Ledger balances relating to bank accounts, identifying banking service gaps across the business units that interface with banks.
• Monitor sweeps from various sub accounts to main accounts for compliance, ensuring credit interest is accurately entered and applied every month as agreed by the various banks.
• Review banking Service Level Agreements (SLAs) in line with changes in the banking environment, ensuring compliance issues and complaints relating to banking services are followed up and resolved.
• Implement Treasury policies, processes, and procedures, maintaining Treasury records and audit trail in strict compliance to MTNN policies and procedures.
• Coordinate monthly reconciliation meeting, providing banking reports for year-end audit as it relates to Treasury.
• Conduct research and compile data, benchmarking on Treasury and Banking services.
• Measure the standard of banking services provided to MTNN
• Collate and store media information (electronic and hard copy) to assist MTNN develop and maintain a standard Treasury department
• Assist in implementing new business processes within MTNN Treasury functions and across divisional functions.
• Implement systems for the efficient administration of Treasury department
• Obtain feedbacks and recommendations from banks on service issues and standards, monitoring and reporting on the quality of banking services.
• Manage information flow, ensuring clear correspondence and up-to-date communication with banks at all times.
• Interface with bankers, financial institutions on behalf of the Treasury department.
• Interface with MTN N departments on behalf of the Treasury department.
• 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 
Experience:

• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium organization
• Experience in a financial environment in Treasury/Banking.
• Familiarity with good accounting practices and the Nigerian policy environment.
• Extensive bank reconciliation experience
• Audit, compliance and/or internal control experience
• Knowledge of banking processes and products.
• Customer service or performance management experience will be an added advantage

Minimum Qualification

• B.Sc, B.Tech, HND.

 

 

Job Title: Manager, Power Planning
Location: Lagos

Job Description

• To manage, plan and implement power and cooling systems in full compliance to MTNN site build specifications Carry out tender formulation and final tender adjudication and make recommendations.
• 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.
• Provide overall direction for coordinating and supervising activities of utility vendors, contractors and consultants on a daily basis.
• Provide design oversight and guidance to consultants and contractors for new facilities implementation.
• Review and evaluate performance of contractors, vendors and suppliers in consultation with other third parties.
• Develop all plans for power provision and upgrade projects, for operational BTS/TX sites- Hybrid Power System, DC Power Upgrades and switches.
• Direct the supervision and final acceptance of all mechanical or electrical installation executed by contractor/supplier.
• Manage mechanical and electrical facility implementation projects providing direction and control in close collaboration with Facilities team members.
• Provide high level support to NWG Operations in the event of major failures.
• Define requirements and design guidelines for new and upgraded facilities, ensuring the design address maintainability, maintenance documentation, manuals, drawing and wiring/cabling schedules.
• Oversee the planning, design and construction of Main Switch Center (MSC), Commercial Building and other facilities, pertaining to system and equipment.
• 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.
• Identify training requirements of team members, develop program to address knowledge gaps and to enrich knowledge repository within the department.

Job Condition

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

Experience & Training  
Experience:

• 6-13 years’ work experience which includes:
  • Professional experience in design, implementation and management of power and cooling systems
  • Atleast (3) years in engineering management in a telecommunications environment would be an added advantage
• Experience in project Management would be an added advantage

Training:

• Power Generation System (Solar, DC, AC etc)
• AC/DC Power and cooling system
• Generators, UPS, Rectifier, inverters and Regulators
• Knowledge in regulations associated with standards e.g SON, PHCN etc
• Project management
• Process documentation and analysis tool
• Leadership and management development program
• Cost benefit analysis methodologies/presentations
• Technical evaluation
• Project and Change management methodology
• Telecom Site construction
• Quality assurance and controls
• Safety and quality management

Minimum Qualification:

• BEng, BTech, BSc or HND

 

 

Job Title: Support Partner, Customer Service (Supervisory)
Location: Lagos

Job Descriptions

• Ensure top quality customer support in all areas of key account managementEnsure 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
• 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 and prompt invoice delivery
• Ensure resolution of ALL service provisioning and sales support PPPs items
• Ensure end-to-end account management for Enterprise customers
• 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
• Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
• Analysis of customer requests for prompt resolution
• Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
• Liaise with support teams (within and outside ES) in order to resolve any customer identified issue
• Achieve at least 80% score in ES Customer Satisfaction internal surveys
• Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
• 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 office environment
• Extended work hours which may include weekends
• Occasional travel required
• Mobile tools of trade (Blackberry service, Laptops and remote accesses)

Experience & Training
Experience:

• 3-7 years’ experience in an area of specialisation; with experience working with others
• 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 and MS Word
• Membership of Professional Customer Service/Relations associations will be an added advantage

Training:

• Basic Enterprise products and services.
• MTN Products & Services
• Relationship Management
• Relevant systems training
• Financial/Mgt Accounting basics
• Corporate Collections policies, processes and procedures
• Telephone/ physical interaction etiquettes

Minimum Qualification

• B.Sc, HND, BTech or BEng

 

 

Job Title: Analyst – Data Governance (Supervisory)
Location: Lagos
Employment status: permanent
Department: IS Solution Delivery

Job Description

• Carry out research to determine the structure (architecture) of proposed systems and provide insight into new and enhanced technologies to increase efficiency and reduce costs for MTNN.
• Support the ongoing enterprise data governance implementation roadmap including strategic priorities for development of information-based capabilities
• Support the development of Data Management practices, process and role guides based on the framework principles to drive the Data Governance Framework within business and technology divisions e.g. Data Stewardship, and Custodianship roles.
• Define roles and responsibilities related to data governance and ensure clear accountability for stewardship of the company’s principal information assets
• Participate in the development & maintenance of inventory of the enterprise information maps, including authoritative systems, owners
• Facilitate the development and implementation of data quality standards, data protection standards and adoption requirements across the enterprise
• Assist in the definition of indicators for performance and quality metrics and ensure compliance with data related policies, standards, roles and responsibilities, and adoption requirements
• Coordinate external data sources to eliminate redundancy and streamline the expense related to those services
• Participate in IS product and solution design reviews ensuring the application design and related work products satisfy reporting requirements and enterprise data needs.
• Ensure controls are in place over applications to ensure the data integrity by performing data integrity gap analysis.
• Engage with other functional units and actively participate in IS projects relating to systems upgrade, integration or deployment
• Work with business partners to gather and understand functional requirements, develop complex queries and provide reports.
• Serve as a liaison between Business and Functional areas and technology to ensure that data related business requirements for protecting sensitive data are clearly defined, communicated and well understood and considered as part of operational prioritization and planning
• Assist in validating the design with the stakeholders to ensure that the design satisfies the requirements.
• 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
Experience:

• 3-7years’ experience in data governance; with experience with working with others
• Experience working within data-related area of specialisation
• Knowledge and experience of working with SQL queries and scripting on a Database
• Data modelling & reporting

Training:

• Architecture Modelling
• Data Modelling
• Emerging Enterprise Architectures
• Data Analytics
• GSM technology.

Minimum Qualification:

• B.Ed, B.Eng, B.Sc, B.Tech or HND.

 

 

Job Title: Analyst, Infrastructure (Supervisory)
Location: Nigeria

Job Description

• Develop, document and oversee the life cycle and maintenance of IT infrastructure components, including servers, database, backup, storage, and systems management components for MTNN in accordance with standard design specifications.
• Support all IT Infrastructure initiatives directly impacting Capex capitalization and OPEX Cost optimization
• Create and direct adequate monitoring and alerting for complex virtual clusters (VMware, Hyper-V, Oracle Linux KVM) , physical server, database, storage, backup infrastructure to detect anomalies and prevent service disruptions to the greatest degree possible
• Identify ways to streamline IT Infrastructure architecture documentation and align them to international best practice.
• Coordinate, manage and conduct research studies around Hadoop Database, MongoDB, Exchange, Oracle Database, Backup, Microsoft business suites.
• Leverage ITIL technics to identify potential Infrastructure incidents and provide proactive and reactive solutions to mitigate disruption to services.
• Assist in maintaining Infrastructure software license compliance across servers (Physical/virtual), database, backup, storage, etc.
• Maintain an up-to-date inventory report for all IT Infrastructure assets (servers, storage database, backup etc.)
• Provide knowledge transfer to the IT Operations team by proactively bringing awareness of new IT Infrastructure changes, future roadmap initiatives and provide procedural documentation
• Analyze IT Infrastructure needs from business units and deliver solutions for an integrated global IT infrastructure environment
• Lead interactions with partners and service providers to foster strong relationship and troubleshoot major issues, determine adequate support levels, and evaluates new offerings
• Monitor vendors and build progress until delivery
• Uses expertise in overall infrastructure architecture to provide enhancements to existing products across server, backup, storage, database as well as direction for future capabilities
• Leads specific IT Infrastructure projects including the design, justification, and implementation of new technologies.
• Build relationships with business units and teams to uphold the MTN brand
• Develop an understanding of Infrastructure requirements and ensure Project “delivery” and “Quality” Key Performance Indicators are met.
• Liaise with vendors/business team for pilot execution and proof of concept.
• Complete an analysis of business unit requirements, as it relates to technical infrastructure, and drive implementation.
• Articulate and discuss IT Infrastructure requirements with other project team members
• Effectively manage stakeholders on the Infrastructure design approach for their requests
• 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.
• Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required.

Job Condition:

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

Experience & Training
Experience:

• 3-7 years’ experience which must include:
• Hands-on across server, operating system, storage and system management products
• Strong experience working in a complex Infrastructure environment
• Strong experience in infrastructure architecture, data centers, servers, Database, Backup, Storage, SAN Switch and networks
• Experience with emerging technology, such as cloud computing, desktop virtualization, Hadoop, Mongo DB and Unified communications

Training:

• Computer literacy (MS Office, Visio)
• Process analysis

Minimum Qualification

• B.Sc, BTech, BEng or HND

 

 

Job Title: Senior Manager, Public Affairs
Location: Abuja
Employment status: permanent
Department: Corporate Affairs

Job Description

• Provide advisory support and execute MTNN Government Relations Strategy at both federal and state levels with particular emphasis on the executive and legislative arms of the Federal Government of Nigeria
• Support the Shareholders 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 optimization 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.
• Serve MTNN’s customers and provide solutions to improve the customer experience.
• Improve MTNN’s Net Promoters Score
• Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support strategy development and business optimization.
• 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.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• 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.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Establish and maintain effective corporate relationship with key stakeholders and decision makers in the executive and legislative arms of government to effectively channel the goals and desires of MTNN.
• Build MTN’s profile amongst governmental stakeholders for effective engagement and guarantee access by the MTN management to such key stakeholders as required.
• Initiate regular meetings with key government stakeholders and give regular feedback to the business on new development (bills, new policies within the legislative/ regulatory arena).
• Develop government relations strategy for the department in alignment with MTN Nigeria’s business direction and provide advisory support to the Regulatory Affairs function of MTN Nigeria.
• Establish and maintain effective corporate relationship with key stakeholders and decision makers in the executive and legislative arms of government to effectively channel the goals and desires of MTNN.
• Develop and maintain a strong ethical relationship between MTN Nigeria and the relevant institutions/ bodies with a view to ensure the long term viability of the business.
• Observe the business, political and regulatory environment closely and provide support to other functions within the CSD in Assigned location.
• Carry out research, provide detailed policy analysis, identify regional vulnerabilities and recommend due mitigation.
• Coordinate action/ response plans to pertinent issues and lobby campaigns on identified issues.
• Provide periodic intelligence reports, political audits and proactive feedback on emerging issues, developments and trends.
• Provide technical leadership /advice in the formulation and development of Regulatory Affairs framework, policies/guidelines and ensure compliance of operations with MTN policies and procedures.
• Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
• 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.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Coach and mentor the Regulatory Affairs 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 career development.

Job Condition

• Standard MTNN working conditions
• Job is based in FCT (Abuja)

Requirements, Experience & Training

• Minimum of 9-17 years’ experience including;
  • Manager track record of 3 years or more in a government relations and/or stakeholder engagement function/activity; with at least 3 years in relevant sector/ industry
• Worked across diverse cultures and geographies advantageous
• Proof of requisite stakeholder contact/network base
• Prior Telecommunications experience will be an advantage.

Minimum qualification:

• B.Sc, HND, BTech or BEng.

 

Job Title: Senior Manager EB Strategic Accounts
Location: Nigeria

Job Description

• To direct enterprise sales efforts for allocated strategic accounts within the framework of agreed account development plans which meet operational targets for revenues, profitability and customer satisfaction
• Manage a group of selected and Strategic accounts with a prime focus on increasing share of wallet.
• Support the Shareholder return strategy by developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT , Mobile Advertising & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Participate in the review of Business Processes (headcount, process optimization, 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
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• Improve MTNN’s Net Promoters Score
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
• 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.
• 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.
• Review market and internal conditions and provide professional input and contribute to the development of strategies for ES sales, demonstrating an understanding of MTNN business strategies and needs of the customer.
• Develop detailed plans in support of approved strategies in respect of EB sales, organizing required resources, monitoring and periodically reporting progress of plans.
• Demonstrate the compelling value proposition of MTN Enterprise Business to corporate entities to enhance opportunities for increased sales.
• Identify and develop a robust pipeline of prospects within the strategic accounts which are systematically qualified, whilst managing the decision-making process within the account to ensure sales opportunities are closed.
• Responsible for market development and sales development of key advertisers and agencies in Nigeria
• Help drive the identification of new opportunities and aggressively seek and secure relationships with net new advertisers to MTN’s platform and services.
• Maintain an account development plan (ADP) for each of the allocated accounts, as well as manage the decision-making process within the account to ensure sales opportunities are closed.
• Lead virtual account team for the horizontal sector of top 10 top 100+ accounts (Corporate and Government), to meet targets for profitability and revenues as agreed with the GM Enterprise Business Sales.
• Provide a mechanism/ system to document and store learning from examples of success in sales of MTN enterprise solutions to customers and leverage for use with other customers within the horizontal sector.
• Ensure integrated channel management is supported by appropriate systems such as CRM and use knowledge management to enhance the professionalism of account management.
• Ensure full integration of quality management processes within all sales activities for the allocated strategic accounts and ensure full compliance with telecommunications licence provisions, sector regulations and competition laws.
• Ensure capture of sales data, monitor sales performance and trends and generate assessment reports and analysis for management review.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Identify sales training and development needs and manage skills enhancement programmes for the virtual sales team to ensure enterprise sales targets are fully met.
• Coach and train subordinates to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs and make recommendations to the Management for approval.

Job Condition

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

Experience & Training
Experience:

• 9-17 years’ experience  including:
  • Minimum 6 years sales experience in ICT industry focused on the Enterprise sector and accounts
  • Manager track record of 3 years or more; with at least 3 years in relevant sector / industry such as Telecoms, ICT, OEM, Enterprise, etc.
• Worked across diverse cultures and geographies advantageous
• Demonstrated a visible and proven track record of negotiating and managing direct deals.
• Proven track record of closing large ICT, Connectivity or mobile advertising budgets for brands and agency accounts in either online or mobile advertising sales.
• Business oriented and analytical thinking
• Excellent communication skills across verbal, written, and presentation and experience of presenting to Executives
• Knowledge of sales performance reporting
• Proven track record of performance against sales targets

Training:

• Evidence of completion of recognized Sales and Leadership training programs

Minimum qualification:

• BSc or BA

 

 

Job Title: Manager, Service Operations
Location: Lagos
Employment status: permanent
Department: IS Service Delivery

Job Description

• To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service and ensure rapid restoration of service in the event of major incidents or disasters.
• To manage, and oversee the operations of IT command center.
• 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 optimization, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Manage and control the budget (CAPEX/OPEX) of the unit/department
• 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 Back to Glory and Ignite project
• Drive an increase in MTNN’s Net Promoter Score.
• Drive and ensure Customer Satisfaction Surveys are executed and drive initiatives toward improved service delivery and IS customer service experience.
• Foster closer working relationship within IT/IS and between IT/IS and its customers
• Organize and maintains regular communication channels between IT/IS and its customers
• Engage customers to discuss system requirements, specifications, challenges and agree on resolution plan/timelines within acceptable cost
• Define, Maintain and Manage Service Level Agreements with various Business Functions ensuring that business requirements are defined, agreed, implemented  and monitored according to the specified timelines/targets
• 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.
• Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans.
• Assess resource requirements and assist in preparing the budget for IS Infrastructure operations and services, as well as prepare information systems technical business cases.
• Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability.
• Provide technical information, customer assistance, and solutions to technical problems across the enterprise
• Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
• Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department.
• Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities.
• Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management.
• Initiate service improvement programs and liaise with the Change Management team over proposed changes.
• Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services.
• Monitoring the effectiveness of the team against OLA/SLA/KPI?s, driving through change as needed to deliver continual service improvement
• Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements.
• Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
• Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user.
• Eliminate / minimize downtime / disruptions to service delivery due to IT problems / issues
• Formulate and maintains Customer relationship strategies to satisfy MTN Nigeria customers
• Develop IT/IS action plan to address identified issues with customer satisfaction
• Manage Major Incidents and Problems across all IS Enterprise Systems
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Recruit, coach, train and supervise the IT personnel / team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs/ development to meet the professional standard.
• 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

Requirements, Experience & Training

• 6-13 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  • Min 3 years IT Service Support and Delivery Experience
• Experience working in a medium to large organization

Minimum qualification:

• B.Sc, B.Tech, B.Eng or HND.

 

 

Job Title: General Manager, Customer Operations
Location: Lagos

Job Descriptions

• To lead, guide and direct MTNN Customer Walk-in Operation functions towards delivering a branded customer experience while ensuring an integrated and standardized quality service for all customers across all value segments and MTNN touchpoints.

Job Responsibilities

• Drive increase in Shareholder return by ensuring that CR’s Processes are aligned to achieving all elements on the business score card. (E.g. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
• Champion/Sponsor review of Business Processes (headcount, process and business optimisation), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
• Champion Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
• Assess resource requirements and develop budget for the Customer Operations department and regularly monitor resource utilisation ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
• Identify viable business opportunities and trends with strong supporting business case imperative to outputs, strategic business and industry-related research and analysis.
• Oversee financial viability of franchise operations.
• Serve MTNN’s customers and provide solutions to improve touchpoint customer experience to market leading position.
• Improve MTNN’s relative Net Promoters Score.
• Develop strategies and champion customer centric culture across the organization
• Develop/reform relationships with MTNN’s internal and external customers to enhance MTNN’s revenue.
• Oversee the of customer segments and ensure implementation of operational customer experience across customer touch points.
• Leverage customer intelligence insights for decision making.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including EPIC High Volume Journeys, Digital transformation and OmniChannel customer service.
• Deploy a best in class operations strategy for MTNN Walk-in centers that ensures consistent Customer experience, Partner experience and measurement, and meeting of set targets.
• Ensure departmental contribution to the profitability of MTNN and MTN Group through the establishment of appropriate checks and balances in the system and the alignment of all functional areas in the department
• Provide input into MTN N business strategy as it relates to delivering a branded customer experience.
• Mitigate risks relating to customer operations management and its resultant effect on the company as a whole.
• Define and improve operational processes, service quality and business performance.
• Ensure the satisfaction of customer intentions and overall delivery of customer requirements.
• Ensure integration of the required systems to enhance customer care delivery.
• 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 and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities and leverage career development programs for staff.
• Facilitate and develop (in consultation with HR) an Employee Management System for customer care operations.
• Ensure the required human capabilities are in place and optimised to drive the customer service strategy
• Deliver business value through partnership with MTNN’s Ecosystem Partners
• Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
• Liaise with other departments/ stakeholders on issues that affect customer care delivery and service quality

Job Condition

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

Experience & Training
Experience:

• 12  years experience of which:
  • 8 years management experience in the service industry, preferably in a telecoms environment
  • Exposure to a Contact Center within the telecommunications industry is critical
  • Proven experience managing system integration into service strategies

Training:

• People & Performance Management
• Financial Planning and Budgeting
• Scenario Planning & Game Theory
• Business Continuity Planning
• Customer Relationship Management
• ICT Cutting Edge Technologies
• Crisis Management
• Innovation Management
• Service Excellence

Minimum Qualification  

• HND, BTech or B.Sc.

 

 

Job Title: Senior Manager, Enterprise Design & Delivery
Location: Lagos

Job Description

• To manage Enterprise wide process optimisation and re-engineering with automation and digitization.
• Support the Shareholder return strategy by developing and implementing the Division’s 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.
• Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
• Serve the Division’s internal customers and provide solutions to improve the customer experience.
• 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.
• 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.
• 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.
• Partner with MTNN’s Ecosystem Partners to deliver business value
• Ensure the delivery of new products and services according to the quality assurance metric and in line with the overall Information Systems architecture.
• Fulfils IS role in Marketing and Customer Relation value streams.
• Manage the development of product and services from Request for Proposal, through business case to implementation of major solution.
• Evaluate developments in IS solution delivery in the local and international business environment and recommend value-adding improvements to MTNN’s IS strategy.
• Evaluate enterprise level systems and business process analysis, design and approach to deployment.
• Responsible for People change management including Process Re-engineering, Training, Business Impact Assessment in the delivery of IT Solutions.
• Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
• Coach and train the Solution delivery team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Identify training and development needs and manage skills enhancement programmes for the IS   Solution Delivery team to address knowledge gaps and enrich knowledge repository within the department.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Provide thought-leadership and execution of diverse projects and ensure executive ROI on Big Data investment

Job Condition:

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

Experience & Training
Experience:

• 9-17 Years’ experience which includes:
  • At least 3 years’ experience at management level.
  • At least six years’ experience in  system and business analysis, solutioning, design  and deployment
  • At least two years enterprise related to enterprise service bus and portal implementation.
  • Experience in programme management or implementation of large Information System projects (above $10 million).

Training:

• Emerging Enterprise Architectures
• Systems design
• Software development methodologies e.g. Rational.
• Leadership development programmes

Minimum Qualification

• B.Tech, B.Sc, B.Eng or HND

 

 

How To Apply
Interested and qualified candidates should:
Click here to apply

 

Application Deadline 12th December, 2018.