Company Info
Large organization
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.
200 + Employees
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.
1). Senior Manager – Contact Centre (Customer Relations and Experience)
Job Identification:5577
Location: Ikoyi, Lagos
Job Type: Full-time
Reports To: General Manager – Customer Operations
Division: Customer Relations and Experience
Mission
- Overseeing activities and performance of the outsourced and insourced Call Centre operations, insourced specialized desks, MoMo PSB call center and emerging businesses.
- Proactively identify service frictions and employ the best solution to ensure a high-quality service to all MTNN customers.
Description
- Customer Strategy Execution: Drive the MTN Nigeria Contact Centre Operational Strategy
- Oversee the operations and activities of various call center pan Nigeria and ensure branded customer experience
- Develop strategies for effective customer care services across the Call Centers, in line with the goals and objectives of MTNN.
- Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner in line with budget provisions.
- Design, implement, and track initiatives to meet and exceed assigned financial targets across the revenue/product mix for the Contact Center in alignment with MTN Nigeria business and activity plans.
- Operational Management: Oversee daily operations, ensuring that performance metrics and service levels are met across the call centers and digital care channels
- Provide leadership and advice on contact center competitive intelligence and best practices
- Performance Monitoring: Develop and implement key performance indicators (KPIs) to monitor and manage the performance of call center agents
- Policy Implementation: Establish and enforce policies, objectives, and initiatives to improve service quality and efficiency
Customer Experience:
- Ensure the delivery of exceptional customer experiences across all call center touchpoints
- Implement customer feedback mechanisms to continuously improve service quality.
- Develop and maintain strong relationships with key customers and stakeholders.
Process Improvement:
- Identify and implement process improvements to enhance operational efficiency
- Utilize lean methodologies and best practices to streamline operations.
- Ensure compliance with industry regulations and company policies.
- Ensure proper manpower dimensioning to achieve key business KPIs
Reporting and Analysis:
- Prepare and present regular reports on operational performance to senior management.
- Utilize data analytics to drive decision-making and strategic planning.
- Training and Development: Develop training programs to enhance the skills of the team and ensure continuous improvement
Operational Strategy:
- Develop and implement strategies to improve customer service operations.
- Monitor and analyze key performance indicators (KPIs) to identify areas for improvement.
- Ensure efficient handling of customer inquiries, complaints, and escalations.
- Ensure vendor/ecosystem partners complies to organizational and regulatory standards.
- Contract negotiations to support the success of outsourced customer service operations while balancing fiscal resources.
- Focus on achieving a balance between cost efficiency and high-quality service delivery.
- Relationship Management: Manage relationships with outsourced partners that perform both inbound and outbound operations to ensure that quality levels, cost, and performance metrics meet the business standards. This includes but is not limited to cost per call, quality scores, staffing budgets, etc
- Foster a collaborative environment with regular performance reviews and open communication channels.
- Monitor contact center performance to ensure achievement of key business KPIs, track deviations where applicable, and collaborate with relevant stakeholders to ensure gaps are addressed.
- Use real-time dashboards and analytics to monitor performance and quickly address issues.
- Contract Management: Manage contracts with outsourced vendors and ensure compliance with service level agreements (SLAs) and pre-defined performance standards
- Regularly review SLAs to ensure they align with business objectives and performance standards.
- Maintain an awareness of products to effectively manage call center activities as well as call center best practices.
- Stay updated on industry trends and best practices to continuously improve call center operation
- Strategic partnerships with MTNN leadership team to drive awareness of expected behaviors and the impact of non-compliance on bottom-line results and company image and reputation.
- Drive the planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on customer centricity, including ambition 2025.
Requirements
Education:
- A First Degree in Business Management, Accountancy or any Social Science course, or any other discipline
- A master’s in business administration will be advantageous.
- Fluent in English and the language of country preferable.
Experience:
9 – 17 years’ relevant experience which includes:
- Manager track record of 5 years or more, with at least 3 years in the relevant sector or industry
- Work experience across diverse cultures and geographies will be advantageous.
- 4 years of management experience in a customer-oriented service environment, preferably telecoms
- Experience in managing service level agreements, process improvements, and call center operations.
Application Closing Date
6th May, 2025 (11:59 PM)
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2). Engineer – Infrastructure
Job Identification: 5628
Location: Ikoyi, Lagos
Job Type: Full-time
Department: Network
Reports To: Manager – Infrastructure and Platform
Mission
- Design, develop, and deliver cutting-edge technology platforms and infrastructure that enable the seamless delivery of enterprise and broadband services, driving customer satisfaction, business growth, and innovation, while ensuring scalability, resilience, and future-proof connectivity solutions.
Responsibilities
- Create value by increase in customer base and product sales for products and services.
- Serve as subject-matter expert on all network connectivity and ICT solutions, including but not limited to FTTH, FWA, Colocation, VOIP, Wi-Fi, Fixed Connectivity and Converged Solutions platforms.
- Provide end-to-end support to Solutions Architecture, Project Delivery, Operations, Product Development, Pricing, Sales, and Marketing functions to provide cutting-edge connectivity services to enterprise and fixed broadband customers.
- Ensuring the release of infrastructure designs, conducting proof-of-concept trials, technical evaluations, research, and development.
- Drive the development of Network-As-a-Service (NaaS) platforms for the orchestration of cost-effective, scalable, resilient, and future-proof network connectivity services to customers
- Identify new business opportunities from products launched, sector/market growth, product/process innovation, process reviews/audit close-out etc.,
- Ensure best-in-class solutions and platforms are designed and implemented in accordance with global best practices.
Requirements
Education:
- First degree in Engineering, Communications
- Fluent in English
- CCNP, CCIE, or equivalent IP networking certification in advanced network routing and switching technologies.
- Certification or training in Microwave and Fiber transmission systems will be an added advantage.
- Project Management certifications or trainings would be an added advantage.
Experience:
3–7 years’ experience, which includes.
- A minimum of 3 years’ experience in an area of specialization; with experience in supervising others
- Experience working in a medium organization.
- Experience working with Wireline and Fixed Wireless Access technologies.
- Understanding of backbone transport network architectures for data transmission, such as DWDM and OTN.
- Strong hands-on routing and switching experience deploying Cisco, Juniper, and Huawei equipment in an enterprise, ISP, or telco environment.
- Cross-functional experience in interconnecting IXP networks, subsea, and terrestrial cable systems for the delivery of IP transit and IPLC circuits.
- Specialist experience with complex FTTH and P2P fiber planning.
- Hands-on planning and implementation experience with SD-WAN, UCC/VOIP, IOT, and 5G technologies.
- Experience in data center services (IAAS, PAAS, and SAAS)
- Working knowledge of public cloud and hyper-scaler environments such as AWS, Azure, or Google Cloud.
- Stakeholder relationship management; customer service experience; and orientation.
- Project management experience.
Application Closing Date
6th May, 2025 (10:59 PM).
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3). Representative – Sales and Trade Development
Job Identification: 5037
Location: Bende, Abia
Job Type: Full-time
Reports To: Manager – Sales and Trade Development, Abia
Division: Sales and Distribution
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
Requirements
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
Application Closing Date
6th May, 2025 (10:59 PM).
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4). Advisor – Federal Executive Affairs
Job Identification: 5617
Location: Maitama, Abuja
Job Type: Full-time
Department: Corporate Services and Sustainability
Reports To: Manager – Federal Executive Affairs
Mission
- Support the implementation of MTNN’s Public Policy and Government Relations Strategy at Federal level with particular emphasis on managing key Ministries, Departments and Agencies as well as political actors and stakeholders responsible for relevant policies, programmes and plans.
Responsibilities
- Monitor, analyze, and interpret federal policies, regulations, white papers, and national plans that may impact the business and provide detailed reports and strategic recommendations to mitigate risks and leverage opportunities.
- Support the development and execution of engagement strategies with federal ministries, agencies, and multilateral institutions and maintain active relationships with key stakeholders to facilitate access for company leadership.
- Assist in ensuring compliance with regulatory requirements from bodies such as the Ministry of Communications, NOTAP, and other relevant agencies.
- Support the process of obtaining government approvals, licenses, and permits as needed.
- Identify and influence public policies and regulations and support company representatives in advocating for favorable policies and legislation before policymakers.
- Conduct regular political audits to assess policy trends, government priorities, and regulatory shifts.
- Provide proactive intelligence reports on emerging policies and political developments affecting the telecom industry.
- Provide insights on government policies and legislative changes to support internal decision-making across business functions.
- Assist in developing risk mitigation strategies related to policy and regulatory changes.
- Ensure alignment between government priorities and company initiatives for mutual benefit.
- Help develop policy position papers, briefing notes, and stakeholder engagement materials to support advocacy efforts.
- Maintain detailed records of government engagement activities and regulatory interactions.
- Support initiatives that align the company’s CSR programs with government priorities.
- Work closely with the Foundation, Corporate Affairs, Legal and other internal teams to align public policy strategies with business objectives.
Requirements
Education:
- First Degree in Law
- Called to the Nigerian Bar
- Fluent in English
Experience:
3-7 years’ experience which includes.
- Experience engaging federal ministries, departments and agencies (MDAs)
- Track record of monitoring and analyzing public policy or regulatory frameworks, preferably in telecoms, ICT or similar sectors.
- Hands-on experience preparing policy briefs, regulatory summaries, or position papers for internal and external use.
- Good understanding of Nigeria’s federal governance structure and policy formulation process.
- Ability to track emerging pollical or regulatory issues and flag potential risks and opportunities.
Application Closing Date
6th May, 2025 (05:03 PM).
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5). Accountant – Budget
Job Identification: 5528
Location: Ikoyi, Lagos
Job Type: Full-time
Department: Finance
Reports To: Manager – Budget and Financial Control
Mission
- To organize the financial budget, monitor financial operations and reconcile financial accounts managed by the assigned division.
- Also provide relevant financial analysis and reports as required to support management decisions.
Responsibilities
- Coordinate budgets and participate in annual budget preparation, budget re-forecasting and reviews; collating budget estimates from all the departments and examine these for correctness, accuracy and completeness and conformance with established procedures, regulations, and organizational objectives.
- Facilitate the maintenance of effective financial controls in the division, ensuring effective maintenance of the MTNN budgetary controls.
- Maintain financial PPPs for the division, ensuring compliance with GAAP requirements and MTNN accounting policies, monitoring approved budget throughout the year, analyzing actual results to budgets and forecasts and preparing periodic report on the budget.
- Monitor the progress of projects in relation to budgets and plans and investigate project expenses and variances, as well as produce periodic reports on project financials.
- Provide administrative support in respect of Bids for projects, preparing bid invitation and preparing briefs for Board/Committee/Statutory meetings.
- Coordinate the division’s financial accruals, ensuring accuracy and completeness, saving accurate record of all Opex transactions on the ERP system.
- Prepare financial reports to support management decision making.
- Provide support to managers and other staff members on financial issues (Budgets, forecast, OPEX, project evaluation and feasibility proposals
Requirements
Education:
- A first degree in a business-related discipline.
- A professional accounting qualification (ACA, CPA, ACCA, CIMA).
- Fluent in English
Experience:
3 – 7 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium organization
- Experience in budget forecasting, management accounting/ financial reporting within a FMCG environment.
- Basic knowledge and appreciation of Finance and Internal Control systems.
Application Closing Date
6th May, 2025 (05:03 PM).
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6). Analyst – Customer Acquisition and Compliance
Job Identification: 5632
Location: Rivers
Job Type: Full-time
Reports To: Manager – Customer Acquisition and Compliance South
Division: Sales and Distribution
Mission
- To collate and analyze SIM Cards registration, SIMS availability/Supply and Distribution, Activations, Customer Retention and churn intelligence information on an on-going basis, (in relation to benchmarking and competition) and provide insight to Customer Acquisition Channel performance.
Description
- Evaluate performance measured against SIM registration channel objectives in the following areas:
- Trade Partner and Customer Acquisition AND compliance Partners
- Walk-in-Centers
- Mobile Lite
- Connect Stores and Connect Points
- Other Sim Registration Agents (Pentagon).
- Collect, analyze and interpret a wide variety of Channel data and develop weekly /monthly reports in preparation for business review meetings.
- End- to-end device life-cycle management, tracking, monitoring of device’ heartbeat, utilization and efficiency.
- Engage the regions to follow up on implementation of Customer Acquisition Channel Initiatives.
- Provide and maintain a strong and reliable database to facilitate tracking and improvement of channel services and providing information enabling channel business decisions to be made.
- Prepare monthly, quarterly and year to date (YTD) measurement reports.
- Provide functional support to Customer Acquisition Manager
- Support seamlessly, the end-to-end SIM Acquisition agent’s system up, training, onboardings and exit.
- Analyze relevant best practices and provide recommendations to Customer Acquisition Manager.
- Attend regulatory meetings at state level and share outcome with regional leadership
Requirements
Education:
- First Degree in Computer Science, Statistics, Economics, Business Administration, Accounting or any related discipline
- Fluent in English
Experience:
3-7 years work experience which includes
- Minimum of 3 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium organization:
- Project planning and reporting, sales/marketing or related function
- Experience using Data Mining Tools
- Telecoms experience would be an added advantage
Application Closing Date
6th May, 2025 (10:59 PM)
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7). Engineer – Submarine Network Support
Job Identification: 5485
Location: Ikoyi, Lagos
Job Type: Full-time
Department: Network NG
Reports To: Manager – Submarine Cable
Description
- Carry out preventive maintenance of terminal station (dry plant) equipment. This include but not limited to:
- SLTE alarm check
- SLTE performance monitoring
- SLTE optical measurement
- PFE alarm check
- PFE voltage/current check
- PFE calibration
- SN (submarine NMS) backup
- Wet plant monitoring (repeater and branching unit)
- Maintain the SLDs (Straight Line Diagrams) and RPLs (Route Position List), ensuring that they are updated after every major cable repair.
- Perform corrective maintenance on terminal station equipment in coordination with the NOC. This includes but not limited to:
- Make observations
- Initiate corrective procedures or decide on course of action
- Record all relevant observation and results
- Rectify faults or notify responsible section
- Perform first line equipment repair or notify responsible authority
- Implement dispatch procedure for faulty equipment
- Confirm repair
- Compile report on any failure event
- Maintain and update system maintenance documents
- Implement WOs (Work Orders) for new circuits in conjunction with the NOC.
- Test new circuits in conjunction with other stations and local terrestrial network O&M staff.
- Inventory management. The management of installed and spare inventory.
- Monitor the routine maintenance activities of suppliers and act as RHE for them in case of emergency and recommend changes to agreed methods and procedures based on observation and data.
- Implement and maintain all interconnectivity on customer access pre-cabled and On-demand ODFs based on WOs for MTN and other submarine cable parties.
- Provide first line maintenance on MTN terrestrial backhaul network equipment at the landing station.
Requirements
Education:
- A first degree in Electrical Electronics Engineering, Computer Engineering or a related discipline.
Experience:
3 – 7 years of experience which includes:
- Minimum of two years work experience in Telecommunication industry, with specific experience using multiplexers microwave, satellite and fiber optic transmission equipment.
Application Closing Date
6th May, 2025 (10:59 PM).
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8). Representative – Sales and Trade Development
Job Identification: 5633
Location: Agbor, Delta
Job Type: Full-time
Reports To: Senior Manager – Sales and Trade Development Delta
Division: Sales and Distribution
Mission
- To manage and develop trade infrastructure and Financial Services through channels of distribution especially retailers, to ensure MTN dominance at retail in the assigned territory.
- To drive visibility and brand affinity within assigned territory for competitive edge.
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
- Gather market information and provide feedback to management.
Requirements
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
Application Closing Date
6th May, 2025 (10:59 PM)
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9). Advisor – Special Project Next Gen Regulations, Corporate Services and Sustainability
Job Identification: 5644
Location: Ikoyi, Lagos
Job Type: Full-time
Reports To: Manager – Special Project Next Gen Regulations
Division: Corporate Services and Sustainability
Mission
- Provide strategic regulatory support for special projects and next-generation technologies by aligning MTNN’s operations with evolving regulatory frameworks and industry trends in a dynamic telecommunications landscape to ensure business sustainability.
Description
- Support the Manager in providing regulatory guidance on colocation and infrastructure services (C/IS), network-as-a-service (NAAS), international connectivity, fiber infrastructure, and other strategic projects.
- Assist in analyzing regulatory risks and developing strategies to ensure compliance with evolving regulatory requirements while aligning special projects with business objectives.
- Conduct research on global and regional regulatory trends, preparing reports and insights to support strategic decision-making on emerging technologies and digital transformation.
- Provide regulatory input on C/IS, NAAS, and next-generation regulatory frameworks, including AI governance, cybersecurity, data privacy, and digital services regulation.
- Engage with internal stakeholders to support regulatory compliance in the structuring and execution of strategic projects, ensuring adherence to licensing and industry regulations.
- Assist in tracking and mitigating regulatory risks related to infrastructure sharing, colocation and tower operations, and other key strategic initiatives.
- Support the facilitation of regulatory approvals for business initiatives, including licensing, service quality, competition, and consumer protection requirements.
- Help coordinate engagement with regulatory authorities, government institutions, and industry bodies to advocate for policies that promote digital innovation and business sustainability.
- Prepare detailed reports, presentations, and position papers to assist senior leadership in navigating regulatory challenges and opportunities.
- Monitor policy shifts and regulatory changes, providing recommendations to mitigate risks and optimize business operations.
- Assist in the implementation of regulatory compliance strategies for strategic projects, ensuring alignment with the company’s transition from Telco to TechCo.
- Support the Manager in representing the company’s regulatory interests at relevant fora and in discussions with external stakeholders, including regulatory agencies and industry associations.
- Contribute to internal regulatory training and awareness initiatives to enhance compliance and strategic alignment across business units.
Requirements
Education:
- First Degree in Law (Specialization in Technology Law/Policy preferred)
- Called to the Nigerian Bar
- Articulate and Advanced in English communication (reading, writing, speaking and listening)
Experience:
3 – 7 years’ experience which includes;
- Minimum of 3 years’ legal experience in a law firm / as in-house counsel in a relevant area of specialisation with experience of working in cross-functional teams.
- Experience working in a medium sized organization
Application Closing Date
6th May, 2025 (10:59 PM)
How to Apply: Interested and qualified candidates should use the links below to apply:
- Senior Manager – Contact Centre (Customer Relations and Experience)
- Engineer – Infrastructure
- Representative – Sales and Trade Development
- Advisor – Federal Executive Affairs
- Accountant – Budget
- Analyst – Customer Acquisition and Compliance
- Engineer – Submarine Network Support
- Representative – Sales and Trade Development
- Advisor – Special Project Next Gen Regulations, Corporate Services and Sustainability
