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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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Mission:
- Innovate and lead in the development of analytics-based products and services, utilizing mobile usage and geolocation data to gain deep insights into consumer behaviors, solve specific user challenges, enhance the customer experience, and contribute to the company’s profitability.
- Drive initiatives in fraud prevention, network performance enhancement, IoT data monetization, and the adoption of 5G technology, with a keen focus on developing solutions that address real-world problems, improve operational efficiency, and create valuable opportunities for revenue generation through cutting-edge digital identity and educational platforms.
Description:
- Grow adoption and conversion on all owned and partner digital platforms.
- Fully integrate quality management processes and their effective deployment on a day-to-day basis.
- Provide performance data to support management decision-making and maintain in-life products and services.
- Conducting product audits and reviews, customer use analysis, competitive analysis of matching products, and feedback on product enhancement.
- Manage the product rationalization process for the product catalog.
- Spearhead initiatives to create platforms for managing and monetizing IoT-generated data.
- Drive the development of new products and services exploiting 5G’s capabilities and create digital identity verification services.
- Develop a deep understanding of our business and partners’ needs, industry trends, and competitive landscape to drive revenue through a platform strategy and roadmap.
- Prioritize and manage the product backlog based on business value, customer needs, and technical feasibility to ensure delivery of high-quality features.
- Develop and execute strategies to drive traffic, boost online conversions, and enhance the user experience on e-commerce platforms.
- Drive the development of scalable and intuitive digital portals, ensuring they meet business objectives and user needs.
- Monitor performance, analyze key metrics, and utilize data-driven insights to identify areas for improvement and drive optimization efforts across all subscription channels.
- Work closely with the engineering team to define the requirements for APIs, data models, capacities, and services to deliver an outstanding customer experience.
- Drive initiatives from inception through launch, delivering features iteratively to solve business challenges.
- Gather and analyze user feedback, market research, and data analytics to inform feature development and product roadmap decisions.
- Assess emerging digital trends, technologies, and best practices, and proactively identify opportunities to enhance our product and service purchase platforms to drive revenue.
- Analyze user feedback, market data, and performance metrics to make data-informed decisions for product enhancements and improvements.
- Conduct ongoing benchmarking and analysis of competitors’ digital presence and e-commerce strategies to identify areas for improvement and innovation.
- Monitor and report on key performance metrics, providing insights and recommendations for performance optimization and revenue growth.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Identify the training requirements of team members and develop a program to address knowledge gaps and enrich the knowledge repository within the department.
Education:
- A first degree in Engineering, Marketing or a related discipline
- Training and certification in Product Management/Product Owner/ SCRUM /Agile methodology methodologies are desirable.
- Fluent in English
Experience:
6 – 13 years’ experience which includes:
- 5+ years as a Product Manager/Product owner.
- Experience in developing products from Data.
- Experience in Product Development and Management experience in a Telecommunications/ICT-related/Product-Related environment
- Experience in Agile Product Management/SCRUM
- Experience in launching digital platforms and products.
- Experience in using product related tools.
- Experience in UI/UX
Mission
- Manage the Transmission database with focus on driving efficiency in the CAPEX and Cost Optimization of the transmission network.
- Responsible for the NCC Microwave transmission monthly reporting, analysis and reconciliations and manage an up-to date database to support transmission CAPEX Investment decisions
Description
- Manage the processes involved in the design, optimization and integration of IP/Ethernet TX Network
- Ensure that transmission strategy and architecture aligns with business objectives and the strategic plans of other departments
- Provide engineering services to support new and installed IP/transmission systems base
- Provide high level support for Transmission access network Planning
- Define and direct new network element trials
- Define, develop and integrate transmission projects into the MTNN network architecture to meet Customer requirements and optimize MTNN network architecture
- Manage the NCC spectrum report and cost reconciliation
Education:
- First degree in the Sciences preferably in Engineering
- Cisco, Ericsson, Huawei, Tellabs & other vendor specific technology training and certification will be an advantage
- Project Management (PMP) certification is advantageous
- Fluent in English
Experience:
3 – 7 years’ experience which includes:
- Experience in a delivery-driven communications network environment
- Experience of transmission access network planning i.e. microwave/fibre design/planning
- Sound understanding of Telecom standards and hands-on knowledge of IP transport mechanisms
- Good knowledge of Aviat, Cisco, Ericsson, Huawei and Tellabs transmission solution and products and future roadmap of transmission technology.
- Stakeholder relationship management; customer service experience and orientation
- Working with Cross functional Project team, lead projects and solution deployment for transmission
- In-depth knowledge of transport technologies: Microwave radio transmission, Optical transport network, IP/MPLS networks, ATM and IP protocols and Gbit Ethernet, MAN and NGN Technologies
- Proficient in the use of software design tools for microwave, fibre and IP planning
- Good knowledge of 2G, 3G, WiMAX & LTE network and systems architecture
- Good knowledge of various NE’s (MSC, MGW, HLR, SGSN, GGSN etc.) and understand traffic concepts, networks, nodes and inter-working
Mission:
Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.
Description:
- Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
- Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
- Constant analysis of Managed customer database for revenue and debt management.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Generate relevant reports as required by the business.
- Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
- Ensure prompt service delivery by adhering to agreed SLAs.
- Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
- Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
- Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
- Achieve at least an 80% score in EB Customer Satisfaction internal surveys.
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
- Fluent in English
- Service management certification (added advantage)
Experience:
3–7 years of experience, which includes;
- Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
- Experience working with a customer-facing team
- Experience in a customer service environment in the telecommunications industry.
- Experience working in a structured medium or large enterprise organization
- Experience in billing, credit, collections, and debt management roles
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
- Membership in professional customer service and relationship associations will be an added advantage.
- Relationship Management or Stakeholder Management
Mission:
Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.
Description:
- Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
- Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
- Constant analysis of Managed customer database for revenue and debt management.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Generate relevant reports as required by the business.
- Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
- Ensure prompt service delivery by adhering to agreed SLAs.
- Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
- Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
- Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
- Achieve at least an 80% score in EB Customer Satisfaction internal surveys.
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
- Fluent in English
- Service management certification (added advantage)
Experience:
3–7 years of experience, which includes;
- Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
- Experience working with a customer-facing team
- Experience in a customer service environment in the telecommunications industry.
- Experience working in a structured medium or large enterprise organization
- Experience in billing, credit, collections, and debt management roles
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
- Membership in professional customer service and relationship associations will be an added advantage.
- Relationship Management or Stakeholder Management
Mission:
Ensure top-quality client service and support in the areas of EB Products fulfillment and service management tasks.
Description:
- Ensure zero bad debt on accounts through accurate account and product set-ups on the systems.
- Drive credit allocation, collections, and debt management processes across all assigned clients’ accounts.
- Constant analysis of Managed customer database for revenue and debt management.
- Work with product, UAT, and support teams to validate new products, new systems, and upgrades.
- Generate relevant reports as required by the business.
- Ensure quality assurance validation is carried out on accounts worked on in the course of each month.
- Ensure prompt service delivery by adhering to agreed SLAs.
- Ensure resolution of incidents raised by clients via FCR or further escalation to 2nd-level incident management.
- Liaise with support teams (within and outside EB) in order to resolve any customer-identified issue.
- Perform service fulfillment for enterprise customers (i.e., activation, SIM swaps, migrations, etc.).
- Achieve at least an 80% score in EB Customer Satisfaction internal surveys.
Education:
- First Degree or equivalent in Social or Management Science (Accounting/Finance-related degrees preferred)
- Fluent in English
- Service management certification (added advantage)
Experience:
3–7 years of experience, which includes;
- Experience in B2B Tech/Telecoms Customer Care/Service, Customer Success;
- Experience working with a customer-facing team
- Experience in a customer service environment in the telecommunications industry.
- Experience working in a structured medium or large enterprise organization
- Experience in billing, credit, collections, and debt management roles
- Advanced proficiency in the use of Microsoft Excel spreadsheets, MS Word, MS Outlook, Google applications, and AI tools
- Membership in professional customer service and relationship associations will be an added advantage.
- Relationship Management or Stakeholder Management
Mission:
- To lead and manage a team of client success partners to deliver excellent customer support, manage billing, credit, and collections, execute customer support operational plans, manage customer relationships with MTNN, and ensure compliance with regulatory and internal audit requirements.
Description:
- Manage assigned clients in the Medium Enterprise segment across all EB products, services, and solutions.
- Ensure correct and complete documentation is in place for assigned clients. Manage document archiving and control to ensure customer information is maintained for record purposes.
- Co-ordinate and monitor the activities of Client Success Partners and facilitate prompt and complete dissemination of relevant information to team members.
- Carry out NCC compliance pre-audit and audit checks on relevant services and processes, and provide a compliance report for management review.
- Monitor and prepare periodic reports on service-to-sales activities (upselling and cross-selling) for management review.
- Drive regional achievement of auto payment channel adoption and target.
- Act as a change agent in the implementation of new initiatives both within the business unit and across the organization, including initiatives to reduce churn and increase customer loyalty within segments.
- Assist in carrying out customer-related research and coordinating the customer satisfaction index and brand perception survey.
- Establish and maintain professional business relationships with customers, collection agencies, and trade organizations.
Education:
- First degree (or equivalent) in any relevant discipline
- Fluent in English
- Service Management certification (an added advantage)
Experience:
3–7 years’ experience in an area of specialization, with experience in supervising others
- 3–4 years’ experience working in a medium-to-large organization in a similar role
- Experience in channel, order, inventory, and customer management
- Experience in the use of data analytics tools and apps
- Must have good hands-on knowledge of Microsoft Excel.
- Strong analytical and reporting skills
- Leadership Skills
Mission:
- Lead and manage a team of client success partners to deliver excellent customer support, implement order fulfillment requests, and execute customer support operational plans.
- Drive general customer engagement and manage broadcast customer communications.
- Drive compliance with regulatory and internal audit requirements.
Description:
- Drive regional achievement of auto payment channel adoption and target.
- Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
- Ensure key customer data is adequately captured and prompt documentation of transactions, and collect data and information on customer care needs and issues.
- Nursery accounts Handover and onboarding of 95% of new customers handed over within 60 days and onboarded within OLAs (72 hours for enterprise postpaid, 24 hours for prepaid/subscription services)
- Resolution of Onboarding Issues: 90% of onboarding issues are resolved within a calendar month.
- Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers.
- Ensure adherence to schedules and other defined rules and regulations within order management and that procedures are followed to promote meaningful communications between customers, Account partners, and client success partners.
- Capture sales fulfillment requests and complaints, ensure prompt completion of requests at a higher standard than expected from the team, and ensure requesters are informed of their status in the fulfillment process.
Education:
- First degree in any relevant discipline
- Fluent in English
Experience:
- 3–7 years’ experience in an area of specialization, with experience in supervising others
- 3–4 years’ experience working in a medium-to-large organization.
- 3–4 years’ experience in channel, order, inventory, and customer management
- Experience in the use of data analytics tools and apps
- Must have good hands-on knowledge of Microsoft Excel.
- Strong analytical and reporting skills
- Leadership Skills
Mission:
- Identify and facilitate the automation of key support processes (fulfillment, assurance, billing, reporting, etc.), in line with MTN’s business strategy and in a manner that positions MTN as a force within the technology space.
- Understand the business requirements of the Client Success team and conduct robust analysis that would support the design and deployment of effective solutions, leveraging robust business analysis and change management practices and frameworks.
- Facilitate the delivery of other services through MTN ecosystem partners, driving robust engagement with key internal and external stakeholders.
Description:
- Drive the enhancement of delivery and support processes (fulfillment, assurance, billing, reporting, etc.) associated with various solutions (voice, data, converged/ICT) based on relevant market and business needs.
- Adopt robust business analysis practices to ensure adequate solutioning and architecting.
- Facilitating cross-functional engagements with relevant stakeholders in EB- segments, Clients services, Sales, Business Development and outside EB to support requirement reviews, analysis, management, and documentation with the aim of delivering business value.
- Document detailed business requirements for the proposed concepts and business constructs from key stakeholders.
- Ensure the robustness of testing and delivery of a solution that meets customers’ needs.
- Drive E2E management of the initiative development process in terms of quality, timely delivery, and scope management.
- Facilitate effective scoping and phasing of initiatives, ensuring deliveries are within agreed timelines;
- Serve as the product owner for all FAB-related deployment activities, effectively carrying out all responsibilities of the product owner as defined by the SCRUM framework.
- Drive an ongoing review of existing processes and automation requirements in line with technological advancements.
- Regular coordination with the quality assurance and testing teams for scripting test cases, product validations, spotting any deviations from the agreed business requirements, and performing periodic product quality and performance checks to improve product quality via:
- Rendering support in fixing issues identified
- Or raising change requests where necessary to facilitate improvements and enhancements.
- Ensure full integration of quality management processes within all activities of Propositions and Product Development Group and ensure full compliance with telecommunications license provisions, sector regulations, and competition laws.
- Performance management and reporting: interlocking with the business intelligence team to ensure product performance and revenue insights are accurately reported and consistently monitoring product performance if there are any deviations from the budget, with the aim of:
- Investigating any anomalies in the product configuration
- Engaging the segments/CVM team and suggesting possible interventions to improve the product performance.
- Engaging IT operations in the event of possible defects and resolutions
- Contribute to effective change and transition management as part of the GTM planning and execution.
- Maintain and manage a transition checklist to govern the go-live/transition to production process.
- Establish post-implementation monitoring and early-life support structures, facilitating the early resolution of issues.
- Work with the Enterprise GTM team to develop effective in-life marketing communications and processes for enterprise solutions propositions, products, and services compatible with MTN Nigeria processes.
Education:
- First degree in any related discipline (Engineering, Sciences, Technology, etc.)
- A master’s degree in product development, business analysis, system engineering, or project management will be an added advantage.
- Fluent in English and the language of the country preferable.
Experience:
6–13 years’ work experience, including
- 3 years or more in a similar solution architecting capacity (good knowledge of fulfillment, assurance, and billing journey) within the ICT space
- E2E customer lifecycle management experience is an added advantage.
- Advanced business analysis and solution architecting experience
- Proven experience in project management, scrum, change management, process improvement, and product development.
- Good understanding of systems, networks, mobile telecoms, mobile applications, and emerging technologies
- Good knowledge of data architecture and structuring is advantageous.
- Experience working in a global or multinational enterprise (understanding emerging markets is advantageous)
- Work experience across diverse cultures and geographies is advantageous.
Mission:
- Build high-quality data pipelines that drive analytic solutions.
- Connect and model complex distributed data sets to build repositories, such as data warehouses and data lakes, using appropriate technologies.
- Manage data-related contexts ranging across addressing small to large data sets, structured, unstructured, or streaming data, extraction, transformation, curation, modeling, building data pipelines, identifying the right tools, writing SQL, Java, or Scala code, etc.
Description:
- Design, develop, optimize, and maintain data architecture and pipelines that adhere to ETL principles and business goals.
- Assemble large, complex data sets that meet functional / non-functional business requirements.
- Identify, design, and implement internal process improvements: automating manual processes, optimizing data delivery, re-designing infrastructure for greater scalability, etc.
- Build the infrastructure required for optimal extraction transformation and loading of data from a wide variety of data sources using SQL and AWS ‘big data’ technologies.
- Build analytics tools that utilize the data pipeline to provide actionable insights into customer acquisition, operational efficiency and other key business performance metrics.
- Keep data secure.
- Lead the evaluation, implementation and deployment of emerging tools and process for analytic data engineering in order to improve our productivity as a team.
- Work with data and analytics experts to strive for greater functionality data systems.
- Develop and deliver communication and education plans on analytic data engineering capabilities, standards, and processes.
- Partner with business analysts and solutions architects to develop technical architectures for strategic enterprise projects and initiatives.
Education:
- First degree in Mathematics, Statistics, MIS, Computer Science, Engineering, or other related disciplines.
- Fluent in English
Experience:
3-7 years’ experience working in data engineering or architecture role.
- Deep knowledge in data architecture, defining data retention policies, monitoring performance and advising any necessary infrastructure changes.
- Expertise in SQL and data analysis experience with at least one programming language.
- Experience developing and maintaining data warehouses in big data solutions.
- Experience with developing solutions using cloud computing services and infrastructure in the data and analytics space (preferred)
- Database development experience using Hadoop or Big Query and experience with a variety of relational, NoSQL, and cloud database technologies.
- Worked with BI tools such as Tableau, Power BI, Looker, Shiny
- Conceptual knowledge of data and analytics, such as dimensional modeling, ETL, reporting tools, data governance, data warehousing, structured and unstructured data.
- Comfortable in dashboard development (Tableau, PowerBI, Qlik, etc.) and in developing data analytics models (R, Python, Spark)
- Big Data Development experience using Hive, Impala, Spark, and familiarity with Kafka (Preferred)
- Exposure to machine learning, data science, computer vision, artificial intelligence, statistics, and/or applied mathematics.
Mission:
- To develop and drive the sales strategy within the top multinational revenue-generating accounts, top-line growth in revenue and market share, and to ensure return on investment, profitability, and customer satisfaction by building healthy strategic business relationships with key stakeholders with the multinational accounts.
Description:
- Manage and supervise the team in charge of EB Nigeria Strategic Accounts, which includes the top revenue-generating accounts in Multinational Cooperation.
- Develop and coordinate the execution of marketing strategies to drive value and volume growth in the strategic accounts.
- Developed and managed compelling business cases for investment within relevant verticals, clearly identifying return on investment and risk, and worked with the Global Account Management team (GAM).
- Develop detailed plans in support of MTN Business-approved strategies and ensure cost-effective sales management for strategic accounts in the following areas:
- Account Development Plans (ADP)
- Large Enterprise Account Management
- C ’Level Briefs
- Customer satisfaction
- Network and build solid relationships with internal units and relevant stakeholders to increase MTN business wallet share within the strategic accounts.
- Conduct a post-implementation review and documentation, and follow up on outstanding items.
- Manage the documentation process, ensuring completeness and easy referral to project documents.
- Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Identify the training requirements of team members and develop a program to address knowledge gaps and enrich the knowledge repository within the department.
Education:
- First degree in any related discipline
- Masters degree in Business Administration will be an advantage.
- Fluent in English
Experience:
6 – 13 years’ experience which includes:
- Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
- Experience working in a medium to large organization
- Proven experience leading multi-year, multi-million USD deals with Corporations and Government Agencies
- Experience in managing enterprise accounts
- Experience in service industry, enterprise market and sales management
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