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MTN Nigeria Careers Recruitment 2017

Fresh Job Recruitment At 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 recognizable. 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.

MTN Nigeria Limited is currently recruiting suitably qualified candidates for immediate employment into the following positions:

Job Title: Architect, ICT & Digital
Location: Lagos
Job Description

  • Architectural lead for ICT & Digital Solutions & Platforms architecture across the value chain.
  • Drives the solutioning of blueprints and roadmaps for ICT & Digital based-platforms e.g. Cloud, Video, IOT etc
  • Develop the long-term ICT & Digital Solutions strategic plans and implement them
  • Develop standards and guidelines for technical designing based on various business goals
  • Undertake the development, maintenance, and governance of the ICT & Digital Solutions architecture
  • Recommend necessary changes in the existing ICT & Digital application and work for its efficient functioning, revenue generation, and cost savings
  • Ensure that ICT & Digital services implementations are completed according to the architecture roadmap
  • Define enterprise level systems architecture and direct the design and approach to deployment.
  • Design scalable applications architecture based on trend analysis of current usage and forecast and benchmark application capabilities based on projected growth.
  • Create, maintain, disseminate & validate application development guidelines & standards for all artifacts will facilitate the oversight standardization and future direction of all application development.
  • Design the architectural landscape to accomplish cross system objectives and advantageous trade-offs across the ecosystem
  • Ensure the alignment of Enterprise Architecture with the business strategy throughout the cycle of innovation, planning, and delivery for ICT & Digital Solutions Chart roadmap of Technology Infrastructure, Evolution, Emerging Technologies & trends.
  • Evaluate developments in architecture in the local and international business environment and recommend value-adding improvements to MTNN’s application architecture roadmaps.
  • Develop a high-level view of current and future state business and solution architecture for ICT & Digital Systems that is well connected with business strategy.
  • Develop and demonstrate subject matter expertise in various areas such as ICT & Digital, Cloud Computing, Systems Integration
  • Provide leadership role by participating in Architecture
  • Review conversations to help guide development of ICT & Digital systems solutions that are strategically aligned to the overall architecture vision.
  • Work with other team members to develop a comprehensive view of all aspects of ICT & Digital system architecture.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Open plan office

Requirements
Experience & Training

  • A first degree in Computer Science, Information Technology/Systems or related field from a reputable institution. Master’s degree in related field will be an added advantage.
  • TOGAF certified for at least 12-18 months
  • Minimum of Six (6) years’ work experience of which: 5years Enterprise Architecture (Business, Data, Applications, Technology) experience 4 years’ experience integrating applications and technology in a complex environment.
  • Good working knowledge of EA frameworks, NGOSS Practicable Telco 2.0 experience API & Digital platform experience. Business Process re-engineering and management experience. In-depth proven experience in Architecture governance, Business Capability & Value Chain Analysis, Transition Architecture & Roadmaps In-depth proven experience in digital (IOT, CLOUD, SMAC) and how they drive the digital agenda.
  • Training: Emerging Enterprise Architectures Telco 2.0 Enterprise 2.0 NGOSS.

Minimum Qualification

  • BEd, BEng, BSc, BTech or HND.

Job Title: Specialist, Solution Design
Location: Lagos
Job Description

  • Function as a Senior Solution design and integration engineer in designing and developing Business solutions, Products, and Services for MTNN Business divisions in accordance with standard design specifications.
  • Business Process Improvement
  • Business growth, value created & cost-effectiveness achieved by process optimization, new initiatives, and improved operations
  • New business growth from data access, ICT & Digital to sustain and complement traditional revenues
  • Review, analyze and design solutions from User requirement specification document, Solution requirement specification, functional and non-functional requirements
  • Acquire a detailed understanding of the testing requirements for a given design, and advise on the practicability of proposed architecture and design.
  • Develop designs that support the functional and non-functional requirements business application projects and include the conceptual, high-level and detailed design specifications for build, implementation, and support of these business solutions.
  • Assess implications of a given design current and future support model, and prepare an implementation and transition plan.
  • Actively Collaborate, and perform the activities of the systems design team
  • Understand and communicate all business process changes and highlight the implications on design.
  • Monitor IS development and trends.
  • Function as system integration and liaison/coordinator between vendors for solutions with multiple vendors
  • Monitor vendors and build progress until delivery
  • Organize and coordinate solution design sessions with respective stakeholders as per solution
  • Develop an understanding and lay out a plan of the system performance and capacity requirements, standards and criteria to satisfy the customer’s business requirements for the solution.
  • Liaise with vendors/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.
  • Conduct and coordinate regular team/project meetings to provide feedback and receive input from staff members.
  • Effectively manage stakeholders on the design approach for their requests
  • Seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
  • Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Open plan office

Experience & Training
Education:

  • First Degree in Computer Science, Information Technology, and any related discipline
  • Fluent in English

Experience:

  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
  • Experience working in a medium organization
  • Experience in end to end design for enterprise, ICT and digital products and services
  • Experienced in translating user requirement specifications and solution requirement specification into solution designs that is fit for purpose
  • Experienced in SDLC

Training:

  • Formal training in system design, architecture, and systems integration.
  • Specific training on functional business processes
  • Elementary leadership training courses

Minimum Qualification

  • BA, BEng, BTech or BSc.

Job Title: Transmission Coordinator
Locations: Lagos, Ibadan – Oyo, Enugu & Asaba – Delta
Job Description

  • Plan, coordinate and manage the rollout of transmission infrastructure excluding BTS, within an assigned region
  • Conduct site readiness start-up checks to ensure that requirements necessary for the installation of the transmission links are in place
  • Oversee activities and operations involved in the rollout of transmission infrastructure according to MTN Nigeria’s standards and specifications.
  • Coordinate the installation of transmission indoor and outdoor equipment, fiber network, and multiplexer installation.
  • Facilitate roll out of transmission infrastructure to Friendship centres, Switch centres and MTN buildings and MTN backbone within regions.
  • Coordinate interconnect with other PTOs, corporate clients and GSM service providers within the region.
  • Resolve all operational issues and risks encountered during the rollout.
  • Prepare updates and report on roll-out activities as may be required.
  • Manage the handover of completed transmission links to Operations.

Job Condition:

  • Tool of trade vehicle provided
  • Must have valid driver’s license
  • Open plan office
  • Experience & Training.

Requirements
Education:

  • First Degree or equivalent in Electrical/Electronics Engineering

Experience:

  • At least four (4) years’ experience within a telecoms environment with experience in:
  • Microwave systems installation
  • Fibre optic transmission
  • Network Transmission systems.

Training:

  • Equipment Specific Courses (Multiplexers and Compression devices)
  • Advanced Microwave radio
  • Climbing courses.

Minimum qualification

  • BA, BEd, BEng, BSc, BTech or HND

Job Title: Analyst, Core Products (Data)
Location: Lagos
Job Description

  • To participate in the conception, development, and support of MTNN Data products portfolio initiatives to ensure the Marketing division’s strategic objectives are met.
  • To support in improving product effectiveness by constantly monitoring the product and competition offers in the market.
  • Participate in the design, development, management, and monitoring of simple and complex Data products, services, and applications that meet the requirements of MTNN’s customers.
  • Liaise proactively with, IS, Finance, CR and systems operations specialist teams to ensure deep understanding of the configuration possibilities for features on the service platforms that can be quickly deployed to meet customer needs and ensure the Marketing division’s strategic objectives are met.
  • Articulate understanding of target market needs and assist in developing relationship initiatives accordingly
  • Ensure new products designs are line with segment strategy and objectives.
  • Monitor and manage existing products in the Consumer portfolio on an ongoing basis.
  • Support project management in the product development lifecycle of new MTNN products
  • Design, facilitate and conduct customer surveys and produce value-adding reports for informed decision-making on MTNs new and existing products in the Consumer portfolio on an ongoing basis.
  • Keep abreast of new telecoms marketing products, services and customer loyalty initiatives developed by competitors and other operators and recommend on appropriate actions to be taken
  • Implement product development policies and procedures.
  • Coordinate quality assurance of developed products and services to ensure consistency and accuracy.
  • Monitor and evaluate existing products performance on an on-going basis.
  • Develop a mechanism for proactively identifying new product related queries.
  • Ensure prompt resolution of identified product related issues.
  • Provide information packs and FAQs to guide the deployment and use of new products and services.
  • Drive and actively participate in UAT and FUTs of new products and services
  • Review UAT test cases
  • Ensure sign off on product concept document and UAT reports.
  • Liaise with technical teams on resolution of customer’s issue
  • Monitor suppliers’ compliance with SLAs and business rules.
  • Assist in maintaining relationships/market needs with internal stakeholders, external partners, suppliers and other relevant vendors at MTN/vendor premises towards startup and closure of key projects.
  • Perform other tasks as required by the Product Manager.

Experience & Training
Education:

  • First degree in Engineering or Social Sciences discipline.

Experience:

  • 3 years work experience which includes:
  • Product Development
  • Project Management
  • Concept documentation
  • Demonstrated experience in primary and/or secondary research

Training:

  • Product development
  • Best practices in product development
  • Project Management
  • Change Management
  • Business development

Minimum qualification

  • BA, BEd, BEng, BSc, BTech or HND.

Job Title: Analyst, Core Product (Voice)
Location: Lagos
Job Description

  • To participate in the conception, development, and support of MTNN Voice products portfolio initiatives to ensure the Marketing division’s strategic objectives are met.
  • To support in improving product effectiveness by constantly monitoring the product and competition offers in the market.
  • Participate in the design, development, management, and monitoring of simple and complex voice products, services, and applications that meet the requirements of MTNN’s customers.
  • Liaise proactively with, IS, Finance, CR and systems operations specialist teams to ensure a deep understanding of the configuration possibilities for features on the service platforms that can be quickly deployed to meet customer needs and ensure the Marketing division’s strategic objectives are met.
  • Articulate understanding of target market needs and assist in developing relationship initiatives accordingly
  • Ensure new products designs are line with segment strategy and objectives.
  • Monitor and manage existing products in the Consumer portfolio on an ongoing basis.
  • Support project management in the product development lifecycle of new MTNN products
  • Design, facilitate and conduct customer surveys and produce value-adding reports for informed decision-making on MTNs new and existing products in the Consumer portfolio on an ongoing basis.
  • Keep abreast of new telecoms marketing products, services and customer loyalty initiatives developed by competitors and other operators and recommend on appropriate actions to be taken
  • Implement product development policies and procedures.
  • Coordinate quality assurance of developed products and services to ensure consistency and accuracy.
  • Monitor and evaluate existing products performance on an on-going basis.
  • Develop a mechanism for proactively identifying new product related queries.
  • Ensure prompt resolution of identified product related issues.
  • Provide information packs and FAQs to guide the deployment and use of new products and services.
  • Drive and actively participate in UAT and FUTs of new products and services
  • Review UAT test cases
  • Ensure sign off on product concept document and UAT reports.
  • Liaise with technical teams on resolution of customer’s issue
  • Monitor suppliers’ compliance with SLAs and business rules.
  • Assist in maintaining relationships/market needs with internal stakeholders, external partners, suppliers and other relevant vendors at MTN/vendor premises towards startup and closure of key projects.
  • Perform other tasks as required by the Product Manager.

Experience & Training
Education:

  • First Degree in Engineering or Social Sciences discipline

Experience:

  • 3 years work experience which includes:
  • Product Development
  • Project Management
  • Concept documentation
  • Demonstrated experience in primary and/or secondary research

Training:

  • Product development
  • Best practices in product development
  • Project Management
  • Change Management
  • Business development

Minimum Qualification

  • BA, BEd, BSc or HND.

Job Title: Financial Planning Accountant (Budget)
Location: Lagos
Job Description

  • To prepare, analyze, oversee and manage the annual business plan (consolidated) for MTNN by applying fundamental budgetary concepts, practices, and procedures and ensuring it complies with International Financial Reporting Standard
  • Review and analyze departmental budget requests, make recommendations for approval or modifications as required.
  • Coordinate the uploading of the MTNN financial and non-financial budget on the Group’s consolidation software (Hyperion Financial Management).
  • Verify accuracy of data received from departments such as Assumptions, Headcount, Organogram, and Opex, ensuring alignment with company strategy.
  • Assist in the development of strategy documents and the preparation and automation of MTNN business plan in the Business Planning Software, ensuring that subprojects are incorporated and business plan calculations are accurate and realistic.
  • Assist in integrating other systems such as Magic, IFS with the Business Planning Software.
  • Facilitate effective budgetary control systems by providing the budget assumptions in explaining monthly OPEX variances, liaising with budget coordinators to facilitate timely submission of inputs.
  • Monitor adherence to standard budgetary working policies, processes, and procedures.
  • Ensure value is created when responding to enquiries regarding budget procedures and information from customers
  • Supervise in the distribution of budget and related material, responding to enquiries regarding budget procedures and information from stakeholders.
  • Participate in the coaching of all budget coordinators in other divisions on budget presentation Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.

Job Condition

  • Normal MTNN working conditions
  • May be required to work extended hours
  • Open plan office

Experience & Training
Education:

  • First Degree in any related discipline.
  • Fluent in English.
  • A professional accounting qualification (ACA, ACCA, CIMA, CPA etc).

Experience:

  • Minimum of 3 years’ experience in an area of specialization; with experience working with others
  • Experience working in a medium organization
  • Finance, budget or management reporting in a multinational environment
  • Experience in a Financial Reporting function is desirable
  • Experience in Data mining and analysis
  • Experience in Enterprise Financial Systems
  • Experience in telecommunications industry will be an added advantage

Training:

  • Best practices in budget preparation.
  • Financial Analysis.
  • Advanced Excel, Word, and PowerPoint
  • Business Modelling
  • Basic leadership skills
  • International Financial Reporting Standards (IFRS)

Minimum Qualification

  • BA, BEd, BSc or HND.

Job Title: Account Partner, Value Sales
Location: Lagos
Job Description

  • To provide professional account management inputs to the creation and maintenance of Enterprise Solutions sales strategy and plan that will deliver shareholder value.
  • To direct enterprise sales efforts for allocated corporate accounts within the framework of agreed account development plans which meet operational targets for revenues, profitability and customer satisfaction.
  • Increase company revenue by daily prospecting for new clients and creating more business opportunities from existing clients.
  • Increase MTN market share by achieving set target through the sales of MTN Enterprise solution as well as development and maintenance of current accounts.
  • Carry full responsibility for the fulfillment of the sales process – from lead generation to bill delivery.
  • Prepare weekly and monthly corporate sales status reports.
  • Prepare and present all sales and contractual documentation to the customer complaint to the MTN standards.
  • Perform continuous analysis of the relevant industry, to identify new prospects or opportunities for the corporate sales department.
  • Maintain excellent partnership-relationships with customers, based on trust and an in-depth understanding of the customer’s business.
  • Build an in-depth knowledge of the customer’s operating environment, business drivers, ambitions, issues, problems and stumbling blocks so as to be able to develop and implement solutions to meet their strategic corporate needs.
  • Assist customers in understanding the value proposition and differentiation of the MTN data products and services.
  • Handle all customer requests for service successfully, fault reports and billing queries.
  • Escalate and troubleshoot customer queries and complaints.
  • Conduct research on potential customers and their disposable income on communication using the data mining system.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and financial partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values

Job Condition:

  • Standard MTNN working conditions
  • May be required to work extended hours/weekends
  • Tool of Trade Vehicle will be required for the Job
  • A valid driver’s license
  • 80% of Work is carried out on the field

Experience & Training
Education:

  • First degree in Business Administration, Commerce or any other related discipline
  • Fluent in English

Experience:

  • 3 years experience in consultative selling within a telecommunications company
  • Good business experience
  • Exposure to strategic planning

Training:

  • Sales Training
  • Key Account Management Training
  • Relationship Management
  • Customer care/focus
  • Basic IP Networking, Internet, and VPNs
  • Internal conferences on telecommunications and consumer trends

Minimum Qualification

  • BA, BEd, BSc or HND

Job Title: Supervisor Logistics Operations Officer
Location: Lagos
Job Description

  • Supervisor, Logistics is part of the Warehouse, Inventory & Logistics department and responsible for Logistics management processes at the Opco.
  • The logistics management processes cover all aspects of warehousing and transportation requirements (for both trading stock as well as assets) including planning & managing deliveries, management of inventory returned from site/customers including receipt, repair/replacement by the supplier or declared as scrap and disposal.
  • Support the Shareholder return strategy by developing and implementing Sales & Distribution Processes that are aligned to achieving all elements on the business scorecard. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimization, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
  • Assist department in conducting demand planning, develop budgets for the upcoming year and implement plans to achieve the desired targets.
  • Ability to analyze and consider critical parameters (i.e. cost, safety, carrier availability, etc.) before finalizing transport vendor
  • Supervise the activities performed by Administrator, Logistics for inbound and outbound transportation and operations, along with landed costs and reverse logistics
  • Submit collated Final Exchange Control Documentation (FECD) and cover letter to Opening Bank & Treasury Unit
  • Plan for the logistics in case of dispatch of materials, stock transfers, returns and receipt of materials and ensure the cost-effective transportation of materials
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom-line results and company image/reputation.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.
  • Attend to all queries from the stakeholders/suppliers/Logistics Service Provider (LSP) and resolve queries
  • Generate and analyze the required reports for inbound transportation and share the results with the relevant stakeholders
  • Notify all stakeholders with shipment arrival date by means of inbound delivery report
  • Supervise individual team members performance
  • Allocate daily work to team members and ensure appropriate planning for back-up and leave/absenteeism
  • Ensure cohesive working
  • Accountable for meeting and prioritizing own targets/deadlines and those of direct reports
  • Provide information to the Manager on work accomplishments, individual/team challenges
  • Lead team meetings and contribute on specialist/ technical areas
  • Review performance metric dashboards prepared on various performance metrics and provide inputs to the Manager
  • Timely notification of escalations to the Manager
  • Resolve escalations as per defined escalation/resolution procedures
  • Participate and provide inputs in project status meetings
  • Propose operational changes and provide associated user impact assessment
  • Ensure effective execution of day to day operations at the Opco and resolve operational issues
  • Improve productivity and quality through leading practice initiatives
  • Liaise with Center of Excellence (CoE) for Transport Supplier Agreement and Freight Requirements
  • Plan shipment and inform transport supplier for pickup
  • Generate required reports for inbound/outbound transportation and submit to authorized personnel
  • Coordinate with the logistics service provider for the transport and track the status of the shipment
  • Prepare/collate and verify all mandatory documents required for the shipment- clearance from customs and suppliers, as required
  • Coordinate Logistical activities and release of material from Bonded Warehouse
  • Liaise with Treasury and suppliers for Forex, Letter of Credit (LC) Application Form and Marine Insurance Certificate, as per requirements
  • Responsible for update to shipping register
  • Collect copy of Risk Assessment Report (RAR) from Risk Assessment Company
  • Calculate and process Duty payment and obtain the receipt. Resolve queries on Duty payment from the Customs Authority, after obtaining legal inputs if required.
  • Liaise with clearing agent for clearing and delivery of imports as per agreed turnaround times in order to prevent demurrage
  • Responsible for the update of landed costs
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Identify training requirements of team members, develop program to address knowledge gaps and implement training interventions for retail participants to ensure adequate knowledge of MTNN products.

Experience & Training
Education:

  • First degree in Engineering or Supply Chain Management or Finance or any related discipline.
  • Fluent in English.

Experience:

  • Minimum of 3 years’ experience in an area of specialization, with experience in supervising/managing others.
  • Experience working in a medium to large organization
  • Knowledge of the process of receipt and movement of materials within warehouse
  • Knowledge of the process of inventory management.

Minimum Qualification

  • BTech, BEng, BSc or HND

Job Title: Public Sector Manager
Location: Lagos
Job Description

  • To develop and drive the Regional Enterprise Business to include Public Sector, Corporate and Government sales strategy in the regions to ensure return on investments, profitability and customer satisfaction.
  • Support the Shareholder return strategy by developing and implementing Enterprise Solutions Processes that are aligned to achieving all elements on the business scorecard. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimization, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
  • Take appropriate managerial action to ensure targets are met or exceeded when routinely monitored (sales, trend, and profitability analysis, profit margins, return on investment (ROI), market share and value).
  • Develop compelling business cases (motivations) for investment in regional and SME sales, clearly identifying the return on investment and risk/s.
  • Set monthly and quarterly targets for regional sales agreed with Senior Manager Regional & SME.
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom-line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Manage all resources assigned to regional sales efficiently, profitably meeting the agreed needs of all customers and prospects.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Maintain effective working relationships with internal and external suppliers.
  • Supply relevant decision support and management information data to ensure that sales regional performance conforms to expectations.
  • Manage regional sales third party channels and work in a matrix environment with the Managers of tier 1Strategic and tier2 corporate accounts to provide adequate regional sales support for key customers & prospects.
  • Implement standard sales strategies developed by EBU Senior Manager Regional Sales ensuring that they are tailored to the needs of the region or sales campaign.
  • Review market and internal conditions and develop a sales strategy that grows MTN Business revenue streams and exceeds individual targets and objectives and assists department in planning and developing budgets for the upcoming year.
  • Integrate quality management procedures to all business processes within the regional sales function and their effective deployment on a day-to-day basis.
  • Ensure cost-effective management and sales campaigns for all Enterprise Business accounts in the regions in the following areas:
  • Key Performance Indicators (KPI) & Objective Setting
  • Target allocation & assignment
  • Account assignment
  • Account management
  • Contact & sales campaign strategy
  • Account Development Plans (ADP)
  • Customer satisfaction
  • Coaching of Account Partners
  • Effective resource allocation for regional coverage
  • Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all sales targets and KPI’s are met or exceeded.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Experience & Training
Education:

  • First degree in Business Administration and any related discipline
  • Fluent in English
  • Master’s degree in Business Administration will be an added advantage

Training:

  • Sales Management
  • Project Management
  • Business Development
  • Leadership Management
  • Entrepreneurship.

Minimum qualification:

  • BA, BEd, B.Sc or HND

Job Title: Senior Customer Relationship Partner Vendor Management
Location: Lagos
Job Description

  • Manage the operations and general activities of the customer assistance centre within the regional location and lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans.
  • Monitor and prepare a periodic report on sales for management review.
  • 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 center.
  • 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 the loyalty of customers within segments.
  • Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
  • Ensure adherence to schedules and other defined rules and regulations within the assistance center 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 design, review, and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
  • Assist in carrying out customer-related research and assist in coordinating 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/requirements and techniques and approaches required to optimize services.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to, queries escalated appropriately and ensure customer informed of status in the resolution process
  • Establish and maintain a professional business relationship with customers, collection agencies and trade organizations.
  • Collaborate with relevant departments’ e.g. marketing in deploying promos
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
  • Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required.

Experience & Training
Education:

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

Experience:

  • Minimum of 3 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.

Training:

  • Team building
  • Practice of supervision
  • Conflict Management

Minimum Qualification

  • BA, BEd, BSc, BTech or HND

How to Apply
Interested and qualified candidates should:
Click Here to Apply

Must Read:

  • Niger River Basin Authority Recruitment 2017
  • Globacom Nigeria Massive Jobs Recruitment 2017

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