Jobs at MTN Nigeria

1). Developer – Software Development

Location: Lagos

Mission:

• The role involves designing, coding, testing, and maintaining software applications. Collaborating with a team of programmers and other stakeholders, software developers translate user requirements into functional code, ensuring the creation of efficient, reliable, and user-friendly software solutions.

Description:

• Develop designs that support the functional requirements of business application projects and include conceptual, high-level, and detailed design specifications for the build, implementation, and support of these business solutions.
• Complete analysis of and acquire a detailed understanding of the testing requirements for a given design and prepare a testing strategy.
• Assess the implications of a given design’s current and future support model and prepare an implementation and transition plan.
• Organize and coordinate the activities of the systems design team and communicate all business process changes to them, highlighting the implications for design.
• Manage workflow processes, document weekly reports per functional area, and provide input to monitor and execute URS.
• Monitor IS development and trends.
• Develop an understanding and lay out a plan for the system’s performance and capacity requirements, standards, and criteria to satisfy the customer’s business requirements for the solution.
• Liaise with vendors and the business team for pilot execution and proof of concept.
• Complete an analysis of the customer’s business requirements as it relates to technical infrastructure design and ensure traceability of the design to the business requirements.

Education:

• Bachelor’s degree in computer science, electrical engineering, or equivalent
• Oracle, IBM, or AWS Developer Certification

Experience:

• 3–7 years of experience, which includes
• 3 years of development experience
• 3 years of experience building frontend and backend systems
• 3 years of experience in integration with SQL and noSQL databases and API consumption
• 3 years of writing microservices

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Mission:

• Responsible for guiding a team of developers in designing, implementing, and maintaining software solutions while establishing coding standards and ensuring compliance with best practices while giving technical expertise.
• Define the project’s scope, deadlines, and deliverables in collaboration with stakeholders and project managers.

Description:

• Lead the design and delivery of complex solutions, incorporating the latest technologies, protocols, and industry best practices to meet the evolving needs of our customers and business goals.
• Provide technical guidance and mentorship to cross-functional teams, including engineers, developers, and designers, ensuring alignment with project objectives, timelines, and quality standards.
• Oversee the end-to-end solution development lifecycle, from conceptualization to implementation and testing, ensuring high-quality and timely delivery of solutions.
• Collaborate closely with stakeholders to gather and analyze requirements, translating business needs into technical solutions that align with the MTNN architecture framework.
• Proactively identify potential technical risks and challenges in projects and develop mitigation strategies to minimize the impact on project timelines and quality.
• Continuously monitor and assess the performance of solutions, identifying areas for improvement and implementing optimizations to enhance solution efficiency and the user experience.
• Engage with vendors and third-party partners to evaluate and select appropriate technologies and solutions, and manage vendor relationships to ensure the successful integration of external components.
• Consult experts to find out more about the area of concern, problem, or business objectives through observing and engaging with people (business stakeholders and customers) to understand motivations and stakeholder goals.
• Create and maintain comprehensive technical documentation, including architecture diagrams, design documents, and operational procedures, ensuring clear communication and knowledge transfer within the team.
• Develop an understanding of business analysis requirements and ensure project “delivery” and “quality” key performance indicators are met.
• Liaise with vendors and the business team for pilot execution and proof of concept.
• Complete an analysis of business unit requirements as they relate to technical infrastructure and drive implementation.

Education:

• Bachelor’s or master’s degree in telecommunications, computer science, electrical engineering, or a related field
• Certification in Design Thinking Frameworks or its equivalent
• Relevant Agile qualification is required (PSM, SAFe, scrum, Kanban Agile Foundation course).
• Facilitation certification is essential.
• Fluent in English

Experience:

• 3–7 years’ experience, which must include:
• Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
• Proven experience in solution design, architecture, and technical leadership within the telecommunications sector
• Experience with designing and deploying solutions on cloud technologies, e.g., AWS, Azure, and GCP
• Experience in modeling techniques and methods is required.
• Strong proficiency in telecom technologies, protocols, and architectures, such as 4G/5G, VoIP, SDN/NFV, IP networking, etc.
• Proficiency in programming languages (e.g., Python, Java) and scripting languages for automation
• Experience with telecom-specific tools and software (e.g., OSS/BSS systems, network management tools)
• Excellent problem-solving skills and the ability to troubleshoot complex technical issues
• Strong communication and interpersonal skills to collaborate effectively with cross-functional teams and stakeholders.
• Leadership qualities with the ability to guide, mentor, and motivate technical teams.
• Project management skills to oversee and drive multiple initiatives concurrently.

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Mission:

• The business analyst defines project requirements in line with EPIC customer experience and needs, designing and recommending innovative Agile solutions that deliver value to stakeholders, and creating operational effectiveness and excellence in the business.

Description:

• Define problem statement, opportunity or constraint based on understanding of the current state. Conduct pre-session research to understand business case motivating factors, business objectives, and desired future state using agile methodology.
• Consult experts to find out more about the area of concern, problem, or business objectives through observing and engaging with people (business stakeholders and customers) to understand motivations and stakeholder goals.
• Analyze and simplify requirements / objectives with key stakeholders.
• Plan stakeholder engagement and identify and compile a list of personas, their characteristics, and their responsibilities. Identify stakeholders who will have the responsibility and authority to make decisions about business analysis work, including who will be responsible for setting priorities and who will approve changes to business requirements.
• Review AS-IS business processes and procedures, analyze business needs, gaps, and related data, determine possible solutions, and define requirements.
• Facilitate early-stage workshops (e.g., white board sessions, ideation, and design thinking sessions, as well as JAD) with stakeholders to understand their needs, analyze them, and elicit requirements. Capture information in a format that is specific to the elicitation activity, e.g., user stories, customer journeys, prototypes, etc.
• Prepare materials and facilitate workshops and consultations; structure insights; summarize insights into a visual presentation about the user’s needs; identify pain points and areas for improvement.
• Assisting to identify where on the backlog (in your squad), requirements are similar and can be grouped together to save time and innovate
• Build relationships with business units and teams to uphold the MTN brand.
• Develop an understanding of business analysis requirements and ensure project “delivery” and “quality” key performance indicators are met.
• Liaise with vendors and the business team for pilot execution and proof of concept.
• Complete an analysis of business unit requirements as they relate to technical infrastructure and drive implementation.

Education:

• Minimum 5-year degree or diploma in the relevant discipline
• A diploma in business analysis is required.
• Certification in design thinking frameworks is required.
• Relevant Agile qualification is required (SAFe, or scrum, Kanban agile foundation course).
• Facilitation certification is essential.
• Six Sigma certification will be an advantage.
• Fluent in English

Experience:

• 3–7 years’ experience, which must include:
• Experience in business analysis in solution development lifecycle projects or programs
• 2 years of facilitation experience ios essential.
• Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
• At least 2 years’ experience working in an Agile environment is essential.
• Written and verbal communication, including technical writing skills.
• Understanding of systems engineering concepts
• The ability to conduct cost-benefit analysis
• Business case development
• Experience in modeling techniques and methods is required.
• Working/project experience advantage:
• Previous experience working on complex projects will be a strong advantage.
• A strong understanding of good customer experience principles is an advantage.
• Experience in a telecommunications environment is advantageous but not essential.
• Experience in the following will be considered a definite advantage:
• Principles of quality standards: ISO 9000, 9002, Six Sigma, CMMi, and COBIT
• Principles of leading practice processes and operational frameworks: e-TOM, SCOR, DCOR, and CMAT
• Principles of Enterprise Architecture Frameworks: Zachman, TOGAF, and NGOSS
• Process repository modeling tools, e.g., ARIS, Casewise, Visio, Abacus, etc.

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Mission:

• To manage and develop trade infrastructure and the channels of distribution especially retailers to ensure MTN dominance at retail in the assigned territory.

Description:

• Confirm  that  sub dealers and dealer branches are contacted and stock receipt/movement verified.
• Provide informal training in shops on products, services and promotions being run by marketing, channel or region and on-the-spot training/coaching of all visited outlets in territory (100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer promo specifications and perform post-promo evaluation
• Provide weekly/monthly sales activity report and market intelligence report to field service engineers
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8 – 10 visits a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly/monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Build relationship between lower and upper levels (i.e. authorized distributors and sub dealers), support trade partners and Sub dealers and link subs, retailers etc. to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions

Education:

• First degree Preferably social sciences
• Fluent in English

Experience:

• 1–3 years’ experience in an area of specialization, with experience working with others
• Experience working in a medium organization
• Sales and Marketing experience in a fast-moving consumer goods environment

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Description

• Deliver inputs into MTN’s suite of ESG reports and publications in alignment with MTN Group requirements.
• Deliver inputs into MTN’s ESG performance across various indexes through gap assessments, intervention development and continuous performance tracking.
• Enhance and monitor MTN Nigeria’s overall ESG performance indicators and setting up of continuous assurance process working with MTN Nigeria & Group Internal Audit & Forensics.
• Ensure ESG Index linked to Short-Term and Long-Term incentives are tracked and audited on periodical basis for MTN Nigeria
• Respond to ESG queries from Group and any local stakeholders in-line with the MTN’s Sustainability strategy.
• Implement, and oversee ESG knowledge and data management processes, systems, and database for MTN Nigeria in alignment with Group requirements.
• Implement ESG learning modules and programs for management, staff, and suppliers to entrench ESG into the culture of the MTN Nigeria.
• Develop reporting system on Sustainability programs to Board & Management, MTN Group, and relevant stakeholders.
• Develop reporting and dashboards on programs for Portfolio Managers to enhance sustainability
• Develop impact accounting and reporting models & approaches and drive international sustainability reporting standards
• Develop and manage project budget implementation, as well as identify co-funding opportunities.
• Ensure that project demand is chaneled through correct processes and appropriately challenged and prioritized.
• Lead stakeholder engagement with various teams to align strategic reporting efforts with disclosure priorities, goal setting, and programmatic development.
• Support to individual projects by providing advice and guidance on project governance, management and benefits realization.
• Identify, evaluate and track the development needs and performance of the team, 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.

Education:

• First degree in Social Sciences/Arts or related disciple
• 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
• Experience in finance related role or in economic empowerment foundation, which includes:
•  Project management experience with interaction in a micro-finance institution.
•  Experience in NGO or active participation in community development or social initiatives
• Demonstrable commitment to social responsibility

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• If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.
• Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.
• It’s a great place to work!
• Take that bold step and apply today!

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Description

• Perform analytical review of monthly income statement.
• Identify, follow up and escalate issues from statutory audits.
• Identify and escalate needs and requirements from the ERP system.
• Prepare, update and provide links to trend analysis for actual data (IS).7Review accounts, including Operating Expenses and Asset/Liability accounts for completeness and accuracy, raising manual journals to correct any error discovered.
• Prepare financial statements for statutory purposes and internal reporting (MIS).
• Monitor accurate reporting of management fees, ensuring financial accounts are in compliance with Accounting Standards (IAS, SAS, SA, IFRS and GAAP).
• Provide guidance to stakeholders on postings into operating expenses account when required

Education:

• First degree in Accounting or any other related discipline
• A professional accounting qualification (ACA, ACCA, CPA)
• Fluent in English

Experience:

3 – 7 years of experience in an area of specialization; with experience working with others

• Experience working in a medium  organization
• Experience working with enterprise financial systems
• Experience in telecommunications industry (desirable)

The Manager: IP Technology Operations will be accountable to achieve the following objectives:

• Develop and maintain an IP/MPLS and security network strategy with a 3-to-5-year technology and OSS roadmap.
• Develop and maintain an IP address management strategy across the OpCos and Global Network
• Provide inputs to the development of global product strategy and deliver product portfolio roadmap for IP/MPLS, Security, Peering and wholesale solutions.
• Provide analysis and inputs for go-to-market strategy focusing on the optimal level utilization of
• Bayobab fixed infrastructure assets, working hand in hand with other business units of Bayobab
• Manage overall product life cycle for IP/MPLS and Security global products (IP/MPLS, Peering, VPN, IP/MPLS and network security services)
• Prepare High Level Design and Low-Level Design planning documentation.
• Align the Quality of Services definition and KPI across the Global and OpCo IP/MPLS networks.
• Developing policies and procedures for the Global IP/MPLS and security network
• Plan for growth, projecting future traffic and right sizing links and tunnels to meet service level objectives.
• Perform automated off-line MPLS traffic engineering, leveraging exclusive algorithms that optimize resource utilization and ensure service survivability.
• Perform network capacity / cost assessments and provide input to business cases for internal projects and Multinational Customer solutions.
• Interface with Bayobab sales, business development and other technical business units and support the design of enterprise grade multi-country networks (for GEBU) as well as FiberCo networks.
• Be proactive in recommending improvements to the Global and OpCo IP/MPLS and security network infrastructure in the drive for best-in-class service availability and reliability.
• Provide inputs in the pricing and budget forecasts for IP/MPLS solutions.
• Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers
• Provide higher technical support to Global NOC and OpCo operations teams with regards to IP/MPLS infrastructure and escalate to vendors the major issues.
• Act as an interface between the engineering team and internal / external customers and provide all parties with expert engineering support.
• Define and update the existing installed base of networks & products across MTN Group as part of a product catalogue.
• Address possible future requirements of customers in product roadmap using market insights and research.
• Continuously identify key gaps in the infrastructure in order to create a homogeneous global IP/MPLS based on market priorities.
• Manage vendors with particular regard to maintenance agreements, incident management and software deployment and circuit provision.
• Supervise IP/MPLS services’ implementation covering the installations, testing & handover.
• Provide strategic insight and direction to influence major platform decisions.

Role Deliverables 

• Work together with other Bayobab business units to provide analysis and inputs for strategy, financial planning and reporting in regard to MTN fixed infrastructure IP/MPLS services.
• Manage customers, suppliers and make sure that the service is delivered on an agreed level of quality and in situations faults/incidents, they are handled within SLAs based on severity levels.
• Prepare and present business cases for high-level initiatives to Management for approval, funding and prioritisation.
• Prepare and present IP/MPLS, Security and peering architecture standards.
• Lead and manage cross-functional, collaborative teams on standard IP/MPLS and security network architecture development or process improvement initiatives.

Role Dependencies

Support of the enterprise strategy and other significant business unit – Fixed and Mobility business units

QUALIFICATIONS

Education:

• Minimum 4 Year Academic Degree in Technical/ Engineering Degree/Diploma or similar qualification
• English, French and Arabic (as advantage)

Experience:

• 8+ years in relevant experience in the international telecommunication wholesales infrastructure industry in IP/MPLS Network Solution and Architecture design, configuration and testing
• Relevant experience with IP networks, Minimum of 5 years of experience with multiservice platforms, routing platforms, routing protocols ISIS/RIP/RSVP/OSPF/BGP/ BGP/ and troubleshooting down to packet level

Competencies:

• Ability to maintain a large network with complex network technology
• Excellent TCP/ IP networking skills
• Detailed knowledge on the international telecommunication infrastructure industry in regard to latest industry trends and competitive landscape within the MTN footprint

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Mission

• Ensure the smooth operation and upkeep of MTNN’s Cloud components, such as landing zones, containers, VMs, databases, backups, storage, and systems management components, by overseeing their life cycle and documentation in adherence to established design standards.

Description

• Deploy, configure, and manage cloud infrastructure environment and/or applications through cross-technology administration (OS, databases, virtual networks), scripting, and monitoring automation execution.
• Develop automation solutions to help streamline processes.
• Implement security measures to protect data from unauthorized access or use.
• Monitor the performance of cloud computing systems in real-time to ensure efficient and reliable performance.
• Design and implement disaster recovery solutions for data centers in order to reduce risks.
• Create detailed documentation of all technical aspects of a cloud computing system such as configuration settings and troubleshooting procedures.
• Maintain the security of the organization’s systems by monitoring activity logs and detecting signs of intrusions or malware infections.
• Performing capacity planning to determine whether resources will have enough space to handle growth in demand.
• Monitor the health of applications by analyzing system logs for errors and performance problems.
• Recommend changes to application architecture or design to improve efficiency and performance.
• Analyze IT Cloud requirements from business units and deliver solutions for an integral global cloud environment.
• Lead interactions with partners and service providers to foster strong relationship and troubleshoot major issues, determine adequate support levels, and evaluates new offerings.
• Provide enhancements to existing products across cloud platforms for future capabilities.
• Lead specific Cloud projects including the design, justification, and implementation.

Education:

• First degree in Computer Science, Engineering, or any related discipline
• Fluent in English

Experience:

3 – 7 years’ experience which must include:

• Hands-on Hyperscaler technology using MS Azure, Google and Amazon.
• Strong experience working in a complex public and private Cloud environment.
• Excellent understanding of the architecture, maintenance, and administration of Linux servers.
• Strong general programming skills, along with knowledge of programming languages such as SQL, Java, Python, Ruby, Golang, PHP, and .NET
• Hands-on understanding of DevOps practices.
• Strong knowledge on the use containerization tools and a solid understanding of Docker and Kubernetes.
• Knowledge of cybersecurity in the context of the cloud.
• Experience in platform migrations from on-prem and between Hyperscalers
• Experience with emerging technologies such as Cloud computing, Big Data, NoSQL & RDBMS databases, familiar with the following database technologies (MySQL, MongoDB, Cassandra, SQL Server & Oracle).
• Understanding of Agile project management methodologies.
• Good troubleshooting, analytical, communication, collaboration and presentation skills.

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Mission:

• Develop a network performance and quality assurance methodology or framework to monitor and optimize the radio access network.
• Drive adherence to regulatory QoS requirements and ensure network quality audits and assessments.
• To provide network analytics and insights to Network Group functions and other business functions for informed decision-making.

Description:

• Prepare Network impact analysis of commercial products and promotions to support our applications to the regulator.
• Participate in contract negotiations to reduce costs and drive the MTNN Value Creation Philosophy.
• Develop, prepare, review, and analyze financial performance indicators for Network Group Capex and Opex.
• Initiate, develop, and champion the execution of innovative solutions to address operational shortfalls.
• Co-ordinate industry research and evaluate business intelligence information to serve as input to NWG’s strategy development and plans.
• Coordinate end-to-end technology solution planning across NWG planning functions to determine dependencies and ensure completeness in solution deployment specifications.
• Network Quality Assurance
• Regularly monitor, track, and report network data inconsistencies and discrepancies.
• Development of Software Tools Identify new software requirements and participate in the specification of all custom software tools, such as:
• NetCM, Aircom Suite, Netcharts,
• CDR Analysis
• CEM tools
• Develop, prepare, review, and analyze operational performance indicators to identify areas in which synergies can be achieved for quality improvement and cost efficiencies.
• Assist with the creation and documentation of assigned plans on behalf of the Chief Technical Officer/Network Group.
• Review, update, and publish the Network Group Organogram.
• Provide analytical, documentation, and project management support on projects and assignments as agreed with the Chief Technical Officer.
• Liaise with line managers to ensure the implementation of approved projects.
• 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.

Education:

• B.Sc./B.Engr. in Electrical/Electronics, Communications Engineering, or Telecommunications Engineering
• A Master’s degree in Telecoms, Management, or equivalent would be an added advantage.
• Fluent in English

Experience:

6–13 years’ experience within an RF Planning and Optimization or Network Performance function in the telecommunications environment

• Vast knowledge and experience in Radio Network Optimization
• Experience working on a multivendor and multiband network.
• Experience with Ericsson and Huawei equipment will be desirable.
• Proven experience in managing complex projects.
• Experience in Network Planning and Operations

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Mission:

• To assist in the prepaid service, postpaid service, data service, and content service definitions and loyalty promotion definitions for the consumer market, test, and implementation; project management support; and customer support for new services within the first six months of launch.
• To support the product and promotion development portfolio lifecycle project management (including implementation and launch of consumer segment targeted communications, promotions, and products).

Description:

• Guarantee quality assurance of new or existing products and services to ensure designs are in line with segment strategy and objectives.
• Define and implement promotions as required by market segments, as well as organize road shows for new data products and services across the regions.
• Authorize outbound campaigns, conduct or monitor customer surveys, and produce value-adding reports for informed decision-making on MTN’s new and existing products in the consumer portfolio on an ongoing basis.
• Keep abreast of new telecom marketing products, services, and customer loyalty initiatives developed by competitors and other operators and recommend appropriate actions to be taken.
• Ensure adherence to defined policies, procedures, and quality standards as agreed within the department.
• Provide information packs and FAQs to guide the deployment and use of new products and services.
• Initiate communication on the developed CRM strategy as well as liaise with technical teams on customer care and billing applications.
• Ensure sign-off of product specifications and UAT reports.
• Drive and participate actively in FUTs and provide resources for UAT and FUTs.
• Liaise with technical teams on customer care and billing applications.
• Monitor suppliers’ compliance with SLAs and business rules.
• Assist in maintaining relationships and meeting market needs with internal stakeholders, external partners, suppliers, and other relevant vendors at MTN/vendor premises towards the startup and closure of key projects.

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 organization
• Marketing Communications
• Product Development
• Project management experience

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Mission:

• To produce analytics reports and dashboards in support of the MTNN business intelligence strategy, including requirements generation for the new data and information needs of the various departments and teams.
• To support the business in understanding and utilizing business intelligence and enterprise data assets to make informed decisions.

Description:

• Use market analysis, customer satisfaction, and internal service costing data to develop and manage value-based pricing strategies across the full range of MTNN products and services.
• Estimate projects for business analysis given the data and systems available and the reporting needs of end users.
• Review business needs, translate them into functional requirements, and manage the entire lifecycle of IT deliverables.
• Interact with technical resources to understand and make best use of the corporate analytics technology stack, data warehouse, and translation tools.
• Develop and maintain project plans and coordinate cross-functional activities for assigned projects. Duties include maintaining schedules to ensure timely completion of projects while meeting deadlines and budgetary constraints.
• Communicate with business managers regarding the status of specific projects.
• Oversee the development and implementation of reporting and visualization requirements from business teams.
• Develop geographical and regional information and analysis and provide ongoing and ad hoc reports on essential “health indicators” of the business.
• 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 computer science, information systems management, business, or any other related field, with appropriate on-the-job training from relevant professional experience.
• A Master of Business Administration is highly desirable.
• Fluency in English

Experience:

6–13 years’ experience that includes:

• 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
• Minimum of 2-3 years in information systems and/or analytics, preferably in business intelligence or data analytics (building and managing enterprise-wide reports and dashboards).
• Relevant experience as a project manager and/or a business process analyst
• Proven experience with big data platforms, analytics, product selection, and proof-of-concept evaluation
• Expert-level in SQL and data warehousing
• Product and marketing management experience is highly desirable.
• Strong knowledge of business intelligence and analytics products, best practices, and implementation approaches is required.

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Mission:

• Manage the operations and general activities of the customer assistance center within the regional location.
• Lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans.

Description:

• Assist in monitoring customer relationship management (CRM) operations, identifying trends, and delivering optimum service to customers.
• Provide technical, procedural, and policy guidance to customer care representatives and other operational staff, and supervise all technical activities and administrative duties in the customer assistance Centre.
• 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.
• Ensure key customer data is adequately captured and prompt documentation of transactions, and collect data and information on customer care needs and issues.
• Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives.
• Co-ordinate and monitor the activities of customer care representatives and facilitate prompt and complete dissemination of relevant information to team members.
• Assist in the design, review, and update of processes, policies, and procedures (PPP’s) in line with the organization’s value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
• Assist in carrying out customer-related research and coordinating the customer satisfaction index and brand perception survey.
• Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and techniques and approaches required to optimize services.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• First degree in any relevant discipline
• Fluent in English
• An MBA will be an added advantage.

Experience:

3–7 years’ experience in an area of specialization, with experience in supervising others

• • Experience working in a medium organization

• Experience in a customer-facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations

Deadline: Not Stated

How to Apply: Use the links below to apply:

• Representative – Sales and Trade Development Kontagora
• Developer – Software Development
• Engineer – Solution Design
• Analyst – Business Analyst
• Representative – Sales and Trade Development Kurna
• Manager – ESG and Impact Reporting
• Representative – Sales and Trade Development, Sales and Distribution (Lagos Island)
• Representative – Sales and Trade Development, Sales and Distribution (Imota)
• Data Scientist – Enterprise Business
• Analyst – Go to Market
• Personal Assistant – CBBO, Fixed Broadband
• Personal Assistant – CBBO
• Accountant – Financial Operations Financial Reporting
• Manager – ePayment, Information Technology
• Head of Technology – CTIO, FibreCo
• Manager – IP Technology Operations
• Engineer – CloudOps
• Manager – Radio Access Performance
• Analyst – Products (Voice)
• Manager – Visualisation
• Team Lead – Connect Operations North East