🇳🇬 Job Vacancies @ MTN Nigeria – 5 Positions

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 following positions below:

1.) Senior Manager - Customer Operations Walk In Lagos and South West
2.) Engineer - IP Access Planning, Network
3.) Manager - Emerging Technologies, Strategy and Innovation
4.) General Manager - Customer Strategy Management and Insights
5.) Analyst - Sponsorship

Job Title: Senior Manager - Customer Operations Walk In Lagos and South West

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: General Manager - Customer Operations
Division: Customer Relations

Mission

• Oversee the branded retail channel of MTNN and various customer care units within MTN. Sustain and enhance support, sales, customer experience, and meeting stakeholder expectations.
• Proactively identify service frictions and employ the best solution to ensure a high-quality service to all MTNN customers.

Description

• Provide leadership and advice on regional and competitive intelligence.
• Partner effectively with MTNN’s critical high-value customers to enhance MTN’s corporate brand.
• Improve MTNN’s Net Promoter Score
• Oversee the operations and activities of various walk-in customer service points within a designated region and ensure branded customer service.
• Develop strategies for effective customer care services across the retail channel, in line with the goals and objectives of MTNN.
• Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
• Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and in line with budget provisions.
• Design, implement, and track initiatives to meet and exceed assigned financial targets across the revenue/product mix for the regions in alignment with MTN Nigeria and regional quarterly business and activity plans.
• Develop and maintain a dispute management and escalation process, including filing disputes when billing errors are identified and tracking disputes through resolution within a specified time period.
• Manage the integrity of inventory and cash handling within Owned Touch Point Channel.
• Define, implement, measure, and reward consistent EPIC customer experiences in line with national and regional business objectives and business initiatives in all branded and franchised stores and physical, service-led touchpoints.
• Identify, evaluate, and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
• Coach, train, and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage human resources career development programs for staff.

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 3 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 retail sales.

Application Closing Date
16th May, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Engineer - IP Access Planning, Network

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: Manager - IP Edge Planning
Division: Network

Mission

• Development and optimization of the internet edge, datacenter, and CGNAT firewall architecture Characterize and produce integration plans for data carrier service requests and ensure provisioning of bandwidth and all required internet upstream network resources in line with the organization’s service development plan.

Description

• Plan and design nodes, sites, and links within the national IP/MPLS Edge and Core Networks and ensure ongoing development to cater for new developments in the organization’s business plan.
• Produce a network convergence hierarchy, topology, architecture, and infrastructure redundancy plan for VPN service integration, regional service provider edge aggregation, and IP Core Transport via the multi-service backbone.
• Interface with Transmission Specialists and Topology for planning of optic (DWDM) backbone connectivity, capacity planning, and allocation for efficient transport of all internal and external customer data traffic.
• Plan, design, integrate, and manage the CGNAT firewalls to meet business mobile needs.
• Plan, deploy, and evolve quality and class-of-service techniques at the network edge and in the MPLS core network.
• Plan all internet upstream integration events, issue work orders, and control project processes for capacity expansion, node integration, and/or new service introduction.
• Conduct weekly and monthly network performance monitoring, trend analyses, capacity planning, and expansion in line with network growth trends and increases in traffic.
• Develop and evolve IP addressing, naming, and numbering formats for all network nodes and elements in the IP/MPLS backbone.
• Produce and evolve designs for integration and extension of IP/MPLS edge functionality to the campus LAN core at all IP backbone locations.
• Plan, schedule, and conduct site visits and surveys for accurate and effective network design, dimensioning, and integration planning.
• Plan, design, implement, and manage the MTN datacenter network.
• Produce weekly network trends, capacity utilization, and expansion forecasts.

Requirements
Education:

• Bachelor's Degree in any relevant Engineering or Science courses
• Cisco qualification: CCNP/DP, CCIP level

Experience:
3 - 7 years of extensive experience, which includes;

• Experience in IT and telecoms, preferably on a large service provider network.
• Experience with extensive systems integration and network design.
• Understanding of high-capacity packet and core transmission technologies and products, e.g., SDH and DWDM
• Working knowledge of IP/MPLS, QOS standards, and IP networking protocols such as OSPF, ISIS, BGP, etc., segment routing TCP/IP
• Voice Networking Telecomm Standards: ETSI/ANSI, VOIP, and C7 (SS7)
• Working knowledge of CGNAT firewalls
• Knowledge of IPv6 technologies and deployment.

Application Closing Date
16th May, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Manager - Emerging Technologies, Strategy and Innovation

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: Senior Manager - Innovation
Division: Strategy and Innovation

Mission

• Responsible for initiating and implementing the next generation of digital platforms across the following paradigms:
  • Artificial Intelligence
  • Machine learning
  • Blockchain use-cases
  • Biometric Identification/authentication
  • Data Monetization
  • Cloud computing
  • Speech recognition
• Responsible for collaborating with global R&D partners on the following areas:
  • Deep Learning
  • Machine translation
  • Immersive virtual reality
  • Screenless display (virtual retinal display, bionic contact lens, EyeTap, Google Glass)
  • Semantic Web Services, Semantic Web Stack, and Web 3.0
  • Banking Industry Architecture Network
  • nFactor Authentication

Description

• Play a pivotal role in shaping MTNN’s technology landscape by identifying, evaluating, and implementing initiatives centered on emerging technologies (Generative AI, Machine Learning, Robotics, IoT, Bloackchain etc.).
• Lead the research and development of opportunities within emerging technologies and its applicability for value creation. Identify new opportunities, develop business cases, test feasibility, and create prototypes; while considering regulatory and governance requirements.
• Analyze market trends and oversee pre-commercialization assessments to support the development of incubator ideas. Identify critical high-payoff strategies, articulate use cases, and program-manage the delivery from ideation to execution.
• Design and develop a roadmap, customer value proposition, and monetization strategy for venture framework. Coordinate interactions with internal and external stakeholders and program-manage initiatives for effective execution.
• Support the execution of MTNN Digital Transformation initiatives through effective program management; drive MTNN’s ambition to lead industry connectivity, build the industry's largest platforms, and attain Digital Leader maturity levels.
• Partner with innovation hubs and ecosystem stakeholders to source venture partnership opportunities for shared value creation, leveraging MTNN’s assets and subscriber base.
• Maintain present-day knowledge of emerging technologies, organize knowledge-sharing sessions, and be the resident expert, providing feedback on your exploration to the innovation leadership for review and further dissemination to the divisions. These may include:
  • Machine learning and related algorithms are applied to various areas of recommendations, predictions, prescriptive analytics, optimizations, classifications, clustering, and segmentation.
  • Deep learning with object recognition derived from computer vision and natural language processing (via videos and script metadata).
  • Data science-based methods to automate learning include the use of probabilistic reasoning and uncertainty management to maximize confidence in solutions.
  • Designing and implementing natural language interactions and conversational AI that provide intelligent user assistance.
• Participate in identifying and creating applications for novel technology and business ideas.

Requirements
Education:

• First Degree in Computer Science, Mathematics, or Electrical / Electronics
• Fluent in English

Experience:

• 6–13 years of experience, which comprises a background in software development and work in research and development, innovation, and managing the product development life cycle
• Experience taking ideas and concepts to market-ready solutions in mobile applications, microservices, or cloud-enabled architectures is a plus.
• Work experience across diverse cultures and geographies.
• Proven program-management experience, preferably with an organization health component.
• High-performing individual with strong standing, credibility across organization and a natural internal network.
• Strong analytical skills and sound business judgment.
• Excellent problem-solving skills and the ability to help others organize problem-solving
• Excellent communication skills; strong networking and influencing skills
• Experience creating and presenting reports and presentations to all levels of the organization
• Strategic outlook and attention to detail.

Application Closing Date
16th May, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Title: General Manager - Customer Strategy Management and Insights

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: Chief Customer Relations Officer
Division: Customer Relations

Mission

• Responsible for overseeing the formulation of the Customer Management strategy, charter, insights and customer management transformation roadmap across all segments to maximize NPS, retention, trust/reputation and value.
• Lead the development of customer-centric strategies by understanding customer needs and leveraging data and insights to enhance customer experience and business performance.
• Lead the development and execution of strategic initiatives to optimize customer value and drive long-term growth for MTN Nigeria.

Description

• Oversee the development and management of MTNN customer segments and ensure the implementation of operational customer experience based on customer touch points.
• Develop a customer charter and strategies, champion a customer-centric culture across the organization, and develop or reform relationships with MTNN’s internal and external customers to transform MTNN’s revenue.
• Develop a comprehensive customer strategy aligning with MTN Nigeria's overall business goals and craft the roadmap for customer experience, intelligence, and digital transformation, ensuring long-term customer satisfaction and loyalty.
• Design and oversee metrics and KPIs to measure customer experience effectiveness across all customer touchpoints.
• Manage overall quality assurance within the assigned business area and work with other business units and project managers to ensure core processes and deliverables are effective in delivering strategic objectives.
• Plan and develop a framework and strategies for delivering information and analytics solutions to key stakeholders and leading the design and oversight of business intelligence and reporting tools.
• Recommend, plan, coordinate, and execute A/B testing, focus groups, and CLF for MTNN.
• Champion innovation and explore the use of emerging technologies (e.g., AI, automation, chatbots) to enhance customer support and personalization.
• Spearhead the digital transformation of customer service operations, leveraging technology to streamline processes, increase efficiency, and offer self-service options.
• Build a robust customer intelligence framework for collecting, analyzing, and interpreting customer data and insights from multiple sources (e.g., transactions, interactions, and social media).
• Translate data-driven insights into actionable recommendations to improve service delivery, enhance product offerings, and drive targeted marketing initiatives.
• Assess needs as they relate to information reporting, analysis, and distribution needs within the organization and resource requirements for the department; propose a budget for business planning and operations.
• Lead digital transformation program design and delivery, including change management and adoption.
• Provide thought leadership and advice to identify or create distinct competitive advantages for the organization through strategic use of insights.
• Attract and retain top talent within the Customer Strategy, Management and Insight team.
• Provide strategic direction, coaching, and mentorship to direct reports (Senior Managers).
• Coach and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage career development programs for staff.
• Facilitate and develop (in consultation with HR) an Employee Management System for customer care operations.

Requirements
Education:

• A First Degree in Data / Computer Science, Engineering, Economics or Marketing is strongly preferred. A related discipline will be considered.
• MBA is strongly preferred.
• Fluent in English
• Professional qualifications from a recognized CR body and/or in areas related to the role will be a plus.
  • Certified Customer Experience Professional
  • Business Transformation Management/Change Management Certification
  • Data Science/Analytics Certification, Google Analytics, etc.
  • Certifications in digital strategy

Experience:
A minimum of 12 years of working experience, which includes:

• 10+ years of progressive experience in customer strategy, customer experience, analytics, or digital transformation roles, with a significant focus in the telecommunications industry.
• A minimum of 5 years in a senior leadership position, successfully managing teams and delivering complex projects.
• Experience working in a global or multinational enterprise (understanding emerging markets is advantageous)
• Work experience across diverse cultures and geographies.
• Experienced in Business Planning, Research and Development, and Project Management.

Application Closing Date
16th May, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Job Title: Analyst - Sponsorship

Location: Ikoyi, Lagos
Employment Type: Full-time
Reports To: Manager - Sponsorship
Division: Marketing

Mission

• Assist in the execution and management of mass market sponsorships and promotions in the brand and communication department in line with the overall marketing strategy in conjunction with the manager sponsorship.

Description

• Articulate knowledge of industry best practices about sponsorship, promotions, and events.
• Liaise with cross-functional units to ensure smooth implementation of all high-value sponsorships, promotions, and events.
• Assist in the implementation of the various functions within MTNN in all mass markets (women, youth, and teens) through sponsorship and promotions.
• Implement a short- and long-term strategy for the sponsorship, promotions, and events teams for penetration into the mass market segment of the Nigerian telecom market.
• Execute the activities stipulated in the brand and communication management plan to ensure that brand and communication objectives are achieved.
• Assess mass market sponsorship proposals related to brand and communication.
• Assist in coordinating MTN’s sponsorship activities in the brand and communication’s youth and teen segments.
• Implement metrics to measure the impact of current processes and strategies related to sponsorship and promotions for women, teens, and youth.
• Liaise with the legal division to ensure compliance with all relevant contractual agreements (MOU’s and SLA's).
• Facilitate all sponsorships and promotions related to brand and communication.
• Manage relationships with agencies and affinity partners.
• Assist in monitoring external vendors, event managers, and agencies to ensure activities are cost-effective and adhere to timelines or scales.

Requirements
Education:

• First Degree in a Business-related or Social Science discipline.
• CIM Certification (Added Advantage)
• Fluent in English

Experience:

• 3 - 7 years’ experience in an area of specialization, with experience in supervising others
• Experience working in a medium organization.
• Experience in sponsorship and promotions.

Application Closing Date
16th May, 2024.

Method of Application
Interested and qualified candidates should:
Click here to apply online