Vacancies at MTN Nigeria

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 position below:

Job Title: Officer – Channel Quality and Compliance Process (Customer Relations and Experience)

Job Identification: 4789
Location: Nigeria
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager – Channel Quality and Compliance
Division: Customer Relations and Experience

Mission

• To assist in the maintenance of established quality standards through first-line evaluation and reporting of process flows with the aim of identifying areas for process improvement.

Description

• Ensure value creation by optimizing business projects and activities.
• Effectively execute stated policies and procedures with respect to quality and performance management.
• Routinely monitor transactions performed by process owners to identify non-compliance.
• Assist in the application of practical performance boosters.
• Participate in day-to-day performance and quality monitoring exercises.
• Proactively assist in identifying environmental constraints to quality delivery.
• Assist in preparing quality documentation and reports by collecting, analyzing, and summarizing information and trends, including failed processes, stability studies, recalls, corrective actions, and re-validations.
• Assist in the maintenance of records, data, and information in relation to quality assurance within the division, ensuring easy access and retrieval of information.
• Identify and communicate audit gaps to all stakeholders; follow up to ensure audit recommendations are implemented.

Requirements
Education:

• First Degree in any related discipline
• Fluent in English

Experience:

• 3 – 7 years’ experience in an area of specialization, with experience working with others
• Experience working in a medium-sized organization

Application Closing Date
12th September, 2024.

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

Job Title: Analyst – Platform Management (MyMTN APP)

Job Identification: 4812
Location: Nigeria
Job Schedule: Full time
Job Category: MTN Level 2
Reports To: Manager – Platform Management MyMTN APP
Division: Digital Services

Mission

• Execute Digital Services’ product strategy by identifying, developing, and managing compelling and competitive digital products and services to acquire customers and grow revenues in alignment with the overall business strategy and market requirements.

Description

• Implement and monitor Digital Services’ products and services strategy.
• Execute tactics, including but not limited to enhanced or new business models, business requirements, features, functionalities, products, and services, to acquire customers and grow revenues and subscriptions to exceed targets as specified in the business plan.
• Collaborate closely with the Digital Business Growth team to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of digital products and services for multiple customer segments.
• Interrogate and understand customer expectations, needs, and priorities, product and service features, growth areas, markets, and trends about existing digital products and services to identify new business opportunities.

Requirements
Education:

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

Experience:
3 – 7 years’ experience, which includes:

• A minimum of three (3) years working in a small- or medium-sized organization
• Experience in product development, product life cycle management, and product performance evaluation
• Excellent communication, interpersonal, and writing skills; advanced ability to build strong working relationships across the organization and work as part of a cross-functional team
• Experience in information technology, OTT, or telecommunications will be an advantage.
• The ability to develop simple and complex telecommunications-based products and services, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.

Application Closing Date
12th September, 2024.

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

Job Title: Manager – Service Delivery, Customer Relations and Experience

Job Identification: 4809
Location: Nigeria
Job Schedule: Full time
Job Category: MTN Level 3
Reports To: Senior Manager – Total Quality Management
Division: Customer Relations and Experienc

Mission

• Responsible for providing the highest quality of customer-focused care and satisfaction using knowledge of products, systems, and procedures to make informed decisions, deliver enabling solutions, and maintain profitable customer relationships.

Description

• Track and monitor customer services and customer care operations, and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture, monitor, and identify pain points for improvement, and ensure complaints are promptly attended to and customers are informed of their status in the resolution process.
• Deploy digital and automated tools and procedures to promote self-service, scale, and liberalize customer support applications and solutions.
• Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
• Monitor and prepare periodic reports on pre- and post-implementation, sales, retention, and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
• Establish and maintain lasting relationships between customers and customer care representatives, as well as other key units within and outside TQM (Regulatory, Legal, Regulatory, Risk & Compliance, Information Systems, Marketing, Sales, Channel Distribution, Walk-in Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Manage relationships with key stakeholder units (Regulatory, Risk & Compliance, Information Systems, Credit Collections & Billing, EB, FBB Marketing, Sales & Distribution, Walk-In & Online).
• 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.

Requirements
Education:

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

Experience:
6–13 years’ experience, which includes:

• 3 years’ work experience in the area of specialization in supervising others
• Exposure to telecom customer support technologies and complementary technologies
• Exposure to customer support regulatory demands in telecom
• Experience in managing complex processes and procedures, including the role of digitization for process optimization
• Experience in agile/scrum methodologies and implementations
• High Proficiency in Excel, PowerPoint Usage, and any Data Analytics tools
• Project management certification or experience

Application Closing Date
12th September, 2024.

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

Job Title: Analyst – Digital Marketing (Social Media)

Job Identification: 4773
Location: Nigeria
Job Schedule: Full time
Reports To: Manager – Digital Marketing Content Strategy
Division: Marketing
Job Category: MTN Level 2

Mission

• Responsible for supporting and enhancing the effectiveness of MTN Nigeria’s digital marketing efforts through technology
• Manage the planning, execution, and optimization of digital media campaigns across multiple channels to ensure they align with MTN’s strategic goals.
• Support the Digital Manager in the development and deployment of all digital marketing campaigns, ensuring alignment with MTN’s overall digital strategy and divisional goals.

Description

• Ensure the consistent application of best practices in digital marketing across all campaigns, leveraging advanced marketing technologies.
• Lead the implementation and optimization of marketing technology tools, including CRM systems, marketing automation platforms, and AI-driven solutions, to enhance campaign execution.
• Collaborate with IT and data teams to ensure seamless integration and data flow across marketing platforms, improving customer insights and campaign effectiveness.
• Oversee the end-to-end coordination of digital media deployments, product launches, and re-launches, ensuring alignment with MTN’s digital strategy.
• Develop and implement work plans for digital marketing campaigns, ensuring they are in line with the overall media and marketing strategy.
• Prioritize tasks and manage multiple projects to meet deadlines and maintain the quality and effectiveness of digital marketing initiatives.
• Utilize data-driven insights to design and execute targeted, personalized digital marketing campaigns that enhance customer engagement and satisfaction.
• Work closely with the Customer Experience team to ensure that digital marketing initiatives are aligned with customer needs and expectations, improving overall customer journeys.
• Continuously monitor and optimize the performance of digital campaigns, providing insights and recommendations to enhance customer engagement and drive better business outcomes.
• Provide stakeholders with timely and relevant information to support the evaluation and optimization of digital marketing projects.

Requirements
Education:

• A First Degree in a business-related or any Social Science discipline
• A post-graduate diploma in marketing, digital marketing, business administration, or a related discipline will be an added advantage.
• Relevant certifications in digital marketing
• APCON Certification
• Fluent in English

Experience:
3 – 7 years’ experience, which includes

• At least 3 years of core marketing experience.
• Experience in leading teams and agency relationships in planning and developing digital campaigns
• Proficiency in the use of digital marketing tools like Google Analytics, Mix Panel, Apps Flyer, Metabase, Data Studio, Mailchimp, SEMrush, etc.
• Highly creative with experience identifying target audiences and devising digital campaigns that engage, inform, and motivate.
• Strong communication and writing skills
• Interpersonal skills

Application Closing Date
12th September, 2024.

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

Job Title: Manager – Service Delivery, Customer Relations and Experience

Job Identification: 4809
Location: Nigeria
Job Schedule: Full time
Job Category: MTN Level 3
Reports To: Senior Manager – Total Quality Management
Division: Customer Relations and Experienc

Mission

• Responsible for providing the highest quality of customer-focused care and satisfaction using knowledge of products, systems, and procedures to make informed decisions, deliver enabling solutions, and maintain profitable customer relationships.

Description

• Track and monitor customer services and customer care operations, and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture, monitor, and identify pain points for improvement, and ensure complaints are promptly attended to and customers are informed of their status in the resolution process.
• Deploy digital and automated tools and procedures to promote self-service, scale, and liberalize customer support applications and solutions.
• Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
• Monitor and prepare periodic reports on pre- and post-implementation, sales, retention, and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
• Establish and maintain lasting relationships between customers and customer care representatives, as well as other key units within and outside TQM (Regulatory, Legal, Regulatory, Risk & Compliance, Information Systems, Marketing, Sales, Channel Distribution, Walk-in Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Manage relationships with key stakeholder units (Regulatory, Risk & Compliance, Information Systems, Credit Collections & Billing, EB, FBB Marketing, Sales & Distribution, Walk-In & Online).
• 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.

Requirements
Education:

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

Experience:
6–13 years’ experience, which includes:

• 3 years’ work experience in the area of specialization in supervising others
• Exposure to telecom customer support technologies and complementary technologies
• Exposure to customer support regulatory demands in telecom
• Experience in managing complex processes and procedures, including the role of digitization for process optimization
• Experience in agile/scrum methodologies and implementations
• High Proficiency in Excel, PowerPoint Usage, and any Data Analytics tools
• Project management certification or experience

Application Closing Date
12th September, 2024.

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

Job Title: Team Lead – Client Success Partner LE and Public Sector North, Enterprise Business

Job Identification: 4750
Location: Abuja
Job Schedule: Full time
Reports To: Manager – Client Success LE and Public Sector
Division: Enterprise Business
Job Category: MTN Level 2

Mission

• To lead and manage a team of customer support partners to deliver excellent customer support, implement order fulfilment requests, provide customer support operational plans and ensure compliance to regulatory and internal audit requirements.

Description

• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Co-ordinate and monitor the activities of Customer Support Partners and facilitate prompt and complete dissemination of relevant information to team members
• Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Carry out NCC compliance pre-audit and audit checks on activated GSM lines and provide compliance report for management review
• Carry out non-GSM recons activities with NES and other stakeholders
• Monitor and prepare periodic report on Sales fulfilment for management review.
• 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 customer support partners.
• Capture Sales fulfilment requests, complaints and ensure prompt completion of requests at a higher standard expected from the team and ensure requesters are informed of status in the fulfilment process.
• Assist in design, review and update of processes, policies and procedures (PPP’s), in line with organizations’ value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.

Requirements
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

• Experience working in a medium to large organization
• Experience in channel, order, inventory and customer management
• Experience in the use of data analytics tools/App
• Must have good hands-on knowledge of Microsoft Excel
• Strong Analytical and Reporting Skills
• Leadership Skills.

Application Closing Date
12th September, 2024.

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