MTN Nigeria | Recruitment

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: Administrator – Global Sourcing and Supply Chain

Requisition ID: 4542
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 1
Reports To: General Manager – Global Sourcing and Supply Chain
Division: Finance

Mission

• To provide administrative support services to the Global Sourcing and Supply Chain department in MTNN and thus contribute to the smooth operations of the department.

Description

• Provide day-to-day administrative support for the GSSC department.
• Coordinate the scheduling of the sourcing committee meetings with the company secretariat and follow up with the committee members to confirm their availability and attendance at the meeting.
• Coordinate the scheduling of bi-weekly and quarterly departmental meetings, manage and update the action tracker sourcing committee meetings with the company secretariat, and follow up with the committee members to confirm their availability and attendance at the meeting.
• Collate sourcing committee transaction list, agenda, conflict of interests sign-off sheets, minutes of committee meetings, etc.
• Develop and maintain an efficient documentation and filing (electronic and hard) process, assisting in the filing of statutory documents.
• Schedule, coordinate, track, and report all departmental travel. Manage the departmental travel budget to ensure strict adherence to budget provisions.
• Monitor departmental leave utilization.
• Collate monthly activity reports from different units within the department.
• Respond to internal and external customers queries and refer to the appropriate teams to resolve.

Requirements
Education:

• A First Degree in relevant discipline
• Fluent in English.

Experience:

• 1 – 3 years’ experience in an area of specialization, with experience working with others
• Experience working in a small to medium organization.

Application Closing Date
15th July, 2024 (10:59 PM).

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

Job Title: Manager – SME Segment, Enterprise Business

Requisition ID: 4552
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager – SME Segment Management
Division: Enterprise Business

Mission

• To develop and execute strategic marketing plans for the micro-subsegment of Nigeria’s MSME market segment and achieve market and value share goals in the short, medium, and long term, in line with MTNN strategic objectives.

Description

• Plan and develop Small and Medium Segment growth strategy in conjunction with Solution Development, Brand & Communications, Sales Enablement, and other relevant units across MTNN.
• Contribute to the understanding of the financial strength of key projects involving changes in subscriber numbers, cost of product or service delivery, marketing spend, average revenue per user (ARPU), return on investment (ROI), as well as proposing next steps.
• Develop creative and innovative approaches to drive sustainable growth in the SME segment market.
• Provide direction for the development of communications to drive understanding of value propositions and achieve business objectives.
• Drive innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, the launch of products, product or process innovation, business model innovation, etc.
• Utilize strong analytics skills to understand customer behavior and position solutions, working with relevant units across the business.
• Apply research skills to accomplish business objectives; analyze data, search for patterns and trends, and develop key findings, conclusions, and indicated actions from qualitative and quantitative customer research.
• Provide support for advertising, promotions, and events independently from the concept stage (agency briefing, script-storyboard development) to execution (production-flighting).
• Identify, review, and monitor the demographic and vertical profiles of the SME segment.
• Ensure the SME segment marketing strategies are based on clear value propositions that are aligned to maximize existing and new opportunities.
• Evaluate new market opportunities for expansion and revenue growth.
• Provide solution delivery and performance tracking support to Senior Manager, SME segment.
• Drive technology and ICT usage and uptake across small and medium segments in Nigeria.
• Implement key decisions made by the Senior Manager, SME Segment, ensuring that they are tailored to the needs of the segment.
• • Review market and internal conditions, develop marketing strategies that grow MTNN’s revenue streams, exceed individual targets and objectives, and assist the department in planning and developing budgets for the upcoming year.
  • Integrate quality management procedures into all business processes within the SME Segment function and their effective deployment on a day-to-day basis.
  • Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all set targets and KPI’s are met or exceeded.
  • Provide any other necessary assistance required in support of the business plan or tactical plans agreed on an ad hoc basis.
  • 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.

  Requirements
  Education:

  • A First Degree in Business Administration, Marketing, Economics, Finance, or any related discipline
  • Fluent in English
  • A Master’s Degree in business administration will be an added advantage.

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

  • A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
  • Experience working in a medium- to large organization
  • Experience in the enterprise market in the telecommunications industry
  • Experience in developing propositions, channel development, and sourcing new business opportunities
  • Knowledge of the functions and operations of the telecommunications industry.

  Application Closing Date
  15th July, 2024 (10:59 PM).

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

   

Job Title: Manager – Self Service and Digital Platform Support

Requisition ID: 4491
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager – Consumer Operation Support
Division: Customer Relations and Experience

Mission

• To empower MTN Nigeria customers with seamless, intuitive, and effective self-service options across digital platforms, enhancing customer satisfaction, reducing support costs, and driving self-service channel NPS and adoption.

Description

• Track and monitor self-service operations and ensure action is taken to improve and realize NPS targets and self-service adoption targets.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service enhancements.
• Continuously evaluate the usability, effectiveness, and user experience of all digital self-service platforms.
• Lead optimization efforts to improve navigation, functionality, content relevance, and the overall customer experience.
• Develop and execute a comprehensive strategy to expand and optimize self-service offerings across all digital platforms, including the IVR system. This includes designing intuitive IVR menus, call flows, and voice prompts.
• Create a roadmap outlining key milestones, timelines, and resource allocations for self-service and IVR enhancements.
• Leverage data analytics to track key self-service metrics (e.g., usage rates, resolution rates, customer satisfaction) across all digital platforms, including IVR.
• Analyze customer feedback and behavior on digital platforms, including IVR interactions, to identify pain points, opportunities for improvement, and areas for further self-service expansion.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service and IVR enhancements.
• Actively participate in the documentation of user stories, manage product backlog and prioritization of key digital channel initiatives related to self-service, and prioritizing customer current and potential pain points.
• 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.

Requirements
Education:

• A First Degree in Social Science or any related field
• An MBA or Master’s degree in a relevant field is desirable.
• Agile project management certification is an added advantage.
• PMP Certification

Experience:
6 –13 years of work experience, which includes:

• Minimum of 5 years of experience in customer service, digital support, or a related field within the telecommunications industry.
• A proven track record in managing digital platforms, self-service tools, or knowledge bases.
• Demonstrated experience in using data analytics to drive improvements in customer experience or self-service adoption.
• Experience in agile project management.
• Experience in generative AI
• Experience in product development.
• Experience in using design thinking.
• Experience in change management.
• Experience in content creation.

Application Closing Date
15th July, 2024 (10:59 PM).

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

Job Title: Manager – Proposition and Customer Insights Prepaid

Requisition ID: 4473
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager – Consumer Segment HV
Division: Marketing

Mission

• Create and drive the overarching high-value prepaid strategy for MTN Nigeria to drive quality customer acquisition, lead an integrated go-to-market strategy, and execute customer engagement programs to create sustainable and profitable market volume and value growth for the high-value prepaid segment within the consumer segment.
• To assist and support the Senior Manager, High Value Segment—Consumer Segment Group, in the implementation of strategies to achieve agreed business objectives.

Description

• Review market and internal conditions, contribute to the development of marketing strategies for high-value segments, and ensure segment marketing strategies are based on a clear value proposition that is aligned with the MTN value proposition.
• Research industry evolution and competition’s activities to identify segment-specific gaps and strategies to exploit high value prepaid segments to MTN’s advantage.
• Develop comprehensive plans and programs to achieve high value-set targets for profitability, revenue, value, market share, stir-up preservation, etc. in support of defined marketing strategies.
• Monitor the execution of high-value and emerging market strategies against specifications.
• Evaluate new opportunities for expansion and revenue growth, and develop creative and innovative approaches to drive sustainable growth in the high-value market space.
• Develop promotion campaigns to stimulate usage and profitable consumer connections.
• Identify, review, and monitor the demographic profiles of high-value prepaid segment customers continuously.
• Provide delivery and performance tracking support to management, identify opportunities, and leverage MTN and HV segment value propositions to take advantage of such opportunities.
• Manage and contribute to the development of communication to drive understanding of value propositions and achieve business objectives.
• Collaborate with go-to-market teams in developing advertising and communication concepts in support of MTN’s brand-building initiatives and manage advertising, promotions, and events independently from the concept stage (agency briefing-script-storyboard development) to execution (production-flighting).
• • Perform any other duties as assigned by the Senior Manager, High Value Segment.
  • 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.

  Requirements
  Education:

  • First Degree in Marketing, Business, or a related discipline. MBA is a plus.
  • CIM is a plus.
  • Fluent in English

  Experience:
  6 –13 years of work experience, which includes

  • Experience working in a medium- to large organization.
  • Minimum of 3+ years of work experience in marketing or product/project management with a strong commercial acumen (ideally in the telecommunications, FMCG, or consulting industries)
  • Proven track record of managing high-value customer segments and driving revenue growth
  • Hands-on product management and development experience, including defining, launching, and optimizing products and services.
  • Demonstrated project management experience and excellence in driving cross-functional projects with multiple stakeholders.
  • Strong analytical and quantitative skills; ability to use data and metrics to make informed decisions.
  • Ability to work effectively in a fast-paced and dynamic environment.
  • High Proficiency in Excel, PowerPoint, and Other Digital Tools

  Application Closing Date
  15th July, 2024 (10:59 PM).

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

Job Title: Analyst – Lifestyle Services

Requisition ID: 4438
Location: Nigeria (Hybrid)
Employment Type: Full-time
Job Category: MTN Level 2
Reports To: Manager – Lifestyle Service
Division: Digital Services

Mission

• Execute the division’s lifestyle service strategy by identifying, developing, and managing compelling and competitive lifestyle and VAS to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements.

Description

• Collaborate closely with Digital Business Development to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of new Lifestyle and VAS for multiple customer segments according to the approved business plan and roadmap.
• Document, develop, implement, test, launch, and review digital products and services (lifestyle and VAS) according to the relevant policies, procedures, and processes to exceed targets as specified in the business plan.
• Develop, document, and maintain the policies, procedures, and processes for the development of Lifestyle and VAS using product concept documents, market requirement documents, feature descriptions, use cases, storyboards, and data flow diagrams as may be required.
• Develop and update accurate, current, data-driven, relevant, and understandable analysis, FAQs, and information packs to guide the use of Lifestyle and VAS.
• Solicit feedback from customers to continuously improve RMS (music, podcasts, and other) experiences, journeys, and interfaces.
• Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities on Lifestyle and VAS.
• Monitor and improve NPS related to lifestyle and VAS.
• Collaborate with the Digital Business Development team, if necessary, to develop and conduct training programs and technical support guides to introduce new Lifestyle and VAS to internal and external stakeholders, as may be required.

Requirements
Education:

• A First Degree in Business Administration, Business Management, Marketing, Social Sciences or any related discipline
• Certification or training in (Agile) Project Management will be an added advantage.
• Fluent in English

Experience:
3–7 years of work experience, which includes:

• A minimum of three (3) years working in a small- or medium-sized organization
• Experience in customer service, growth marketing, product and value proposition development, product life cycle management, and product analytics and performance evaluation
• Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
• Excellent communication, interpersonal, and writing skills; advanced ability to build strong working relationships across the organization, influence stakeholders, and work as part of a cross-functional team
• Experience in information technology, OTT, or telecommunications will be an advantage.
• The ability to analyze customer data, identify critical metrics for any digital product, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.

Application Closing Date
15th July, 2024 (10:59 PM).

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

Job Title: Manager – Service Operations

Requisition ID: 4419
Location: Nigeria
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager – Service Management
Division: Information Technology

• To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service or ensure rapid restoration of service in the event of major incidents or disaster, matching resources to business demand at a justifiable cost.
• To manage, and oversee the operations of IT command center team comprising of various teams in the smooth running and support of IT systems, Applications, services and information systems.

Description

• 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
• 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
• Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.
• 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.
• Monitor the effectiveness of the team against OLA/SLA/KPIs, 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
• Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management
• Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues
• Formulate and maintain 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

Requirements
Education:

• First  Degree in Information Technology or any related discipline
• ITILv3 Expert Certificate (IT Service Management)
• Fluent in English

Experience:
6 – 13 years’ experience which includes:

• Minimum 3 years IT Service Support and Delivery
• Experience working in a medium to large organization

Application Closing Date
15th July, 2024 (10:59 PM).

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