Vacancies at MTN Nigeria

JOB DESCRIPTION

The Roaming Business Operations Manager shall ensure the leadership and performance for the Roaming Hub in all of the following areas operationally:

• Bayobab positioning as the best Roaming hub provider in Africa and the Middle East.
• Management: provide operational advice, oversight, and coordination with the SM, colleagues, and Bayobab stakeholders internally
• OpCo: Establish and maintain direct relationships to MTN OpCo technical and network teams.
• Reporting: Creation and presentation of regular reporting about technical operations performance, as well as MTN OpCo and Roaming Partner (“RP”) engagement
• Roaming Partners: Ensure the end-to-end engagement with RPs in terms of coordination, management, and onboarding in Business Operations
• Roaming Testing: IREG, TADIG, & GRQ testing performance, vendor management, and SIM Card Administration
• Roaming VAS: Maintain oversight and reporting over the performance of Traffic Steering, Messaging, BRG, GLR, & VHE Solutions
• Insourcing: engagement with internal process vendors, e.g. Managed Services and Finance
• Outsourcing: Engagement with external process vendors, e.g. signalling, testing, and RVAS
• Processes: Ensure the end-to-end documentation and understanding of operational processes
• The Roaming Business Operations Manager will be accountable to achieve the following core KPA’s:
• Representation: Technical and contractual representation of the Roaming Hub internally and externally
• Engagement: With OpCo’s, RPs, internal cross-functional stakeholders, and external vendors
• Reporting: Regular weekly, monthly, and ad-doc reporting on all assigned areas
• Testing: Ensure the planning and reporting of all IR Service Opening & Testing (SOT), as well as any issues with the external vendor
• RVAS: Ensure the planning, performance, and reporting of all IR RVAS, as well as any issues with the external vendors and OpCo’s
• Vendors: Ensure management and accountability of outsourced processes and engagement with vendors

Responsibilities:

• The Roaming Business Operations Manager’s responsibilities in this position are to:
• Advise the SM of Roaming Business on all technical and contractual aspects of the Roaming Hub.
• Lead, coach, mentor, and develop direct reports.
• Provide development, coaching, and performance feedback, as well as appraisal to assigned subordinates.
• Produce, review, and provide regular and on-going Business Operations reporting.
• Partner with Wholesale, Market Manager, Managed Services, Bayobab stakeholders, and external vendors to ensure optimum smooth and seamless technical and contractual operations of the Roaming Hub.
• Analyse service performance parameters of Business Operations and RPs and use Roaming Hub intel to improve operational performance.
• Output:
• The Roaming Business Operations Manager shall deliver the following output in this position:

Reporting: 

• Ensure that Roaming Business Operations Reports are created and reported up and down the chain
• Ensure proper action plans are in place to correct and exceed operational performance.

Personnel: 

• Conduct regularly scheduled appraisals of all direct reports in terms of IPF (EVP).
• Involve the SM of Roaming and Bayobab Wholesale Mobility Commercial, as, when, and how prescribed.
• Meetings: Conduct regular Roaming Business Operations to report on performance and set action plans for Testing, and RVAS.

Vendor Management:

• Signalling: Engage with Managed Services and the MTN Bayobab Signalling Hub and to ensure the performance of Roaming Signalling Hub and to provide timely feedback
• RVAS: Engage with Managed Services to manage, plan, and report on RVAS delivery from Mobileum
• Testing: Engage with Managed Services to manage, plan, and report on RVAS delivery from Vendor
• OpCo’s: update Bayobab Roaming Account Management on OpCo engagement monthly.

QUALIFICATIONS

Education:

• Bachelor’s degree in management, Engineering, and/or Telecommunications
• Formal leadership certification training (preferred)
• English: verbal and written proficiency
• French and any other language: an advantage

Experience:

• Leadership experience gained in International Roaming operations, preferably also in a Roaming Hub
• Experience in commercial contract negotiations, preferably IR Hub Agreements
• 5 + years’ experience in the leadership and development of teams
• Experienced in creating and conducting presentations in English.
• Experienced in presenting to senior management and executives.
• Experience in engagement with and management of external vendors

Competencies:

• Strong written and verbal communication and presentation skills
• Strong analytical, investigative, problem-solving, and decision-making skills.
• Demonstrated interpersonal, written, and verbal communication skills.
• Excellent influencing skills, in particular with decision-makers.
• End-to-end understanding of mobile roaming operations – both technical and commercial.
• Broad knowledge of roaming billing, network engineering, and roaming operations.

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Description

• Coordinate market opportunity identification via market research and demand assessment activities to ensure effective development and management of highly differentiated broadband value propositions
• Develop and execute plans for sustainable market development
• Develop comprehensive product requirements/designs and collaborate with the Design team on implementation
• Manage the development process of propositions/offers, products & services, from idea generation to product launch/support to ensure business set targets are met
• Support the business operations divisions and work with cross-functional teams including Project/Demand Management, Design, Revenue Assurance, Quality Assurance, Compliance, Regulatory, Go-To-Market, Business Intelligence teams to launch propositions/offers, products & services
• Drive continuous improvement initiatives and enhanced operational efficiencies including special focus on managing products resulting in creation of product encyclopedia with all product/service features and tariff optimization
• Develop effective partnerships with suppliers and vendors to launch quality products & services and ensure customer satisfaction
• Define and implement communications strategies that will support a differentiated MTN brand position that sets the organization apart from the competition
• Identify consistently the most effective media to communicate the MTN Brand in the marketplace
• Collaborate with complementary value-added service providers to co-create differentiated propositions that address customers’ needs effectively
• Drive the adoption of new growth opportunities for the business within the market
• Oversee the initiation and management of go-to-market activities targeted at identified market segments
• Design and carry out periodic enhancements of customer journeys for each existing and new product
• Create awareness for existing and new broadband products by leveraging on traditional and new communications media
• Define campaign objectives for each new product and enhancement initiatives
• Determine the best marketing campaigns, channels, sales strategies and pricing models to ensure sustainable success for MTN broadband products
• Evaluate the financial viability of existing and new products and segments based on historical and projected product uptake, revenues, operating costs and capital costs
• Ensure full understanding of the telecommunication industry (Global and Local) trends and developments in order to assess the strategic technology and regulatory impact on MTNN’s current and future business.
• Establish processes and standards for impact assessment, and evaluation of systems and technologies with regards to customer experience
• Review market intelligence and competitor insight, develop approaches for penetrating the markets, identifying constraints, challenges and trade-offs of the go-to-market approaches
• Monitor and review on product profitability and market segment performance trends
• Partner with MTNN’s Ecosystem Value-Added Service (VAS) Partners to deliver business value
• Develop the framework for technical and commercial knowledge transfer and establish same as a key component of the employee performance management system within the Market Development Unit

Education:

• First degree in Economics/Business Administration/Other relevant commercial disciplines preferred
• Fluent in English

Experience:

• 6 – 13 years’ experience which includes:
• Market development experience of 3 years or more, preferably in telecoms industry
• Coordinated multiple projects with internal and external stakeholders
• Worked across diverse cultures and geographies advantageous

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3). Officer – Customer Operations West 2

Location: Ibadan, Oyo

Reports To: Manager Customer Operations Walk-In

Division: Customer Relations

Description

• Escalate and route customer issues to the relevant process operators.
• Perform necessary system transactions related to customer request.
• Use organization and time management tools to track cases and meet turn-around-times and other required metrics.
• Maintain Integrity of managing subscriber data/information.
• Identify and report on customer impacting trends.
• Generate periodic reports and other ad-hoc reports as requested by team lead.
• Educate customer on use of products and services.
• Enlighten and educate customers on new products and initiatives within MTN.
• Document actions taken to resolve client problems.
• Identify and resolve customer queries effectively and efficiently, whilst maintaining the acceptable service quality standard.
• Follow through on customer queries ensuring prompt resolution and feedback.

Education:

• First  degree in any relevant 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
• Experience in a call center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)

Deadline: Oct 2, 2023.

How to Apply: Use the links below to apply: