MTN Nigeria recruitment for a Customer Support Manager.
MTN Nigeria
is 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
Job Title: Customer Support Manager
Job description
• Extract value from what we already have by focusing on optimizing
processes within the Unit/Department in line with the value creation
philosophy. This includes individual contributions and recommendations
to improve existing business project/initiative, capital/budget
efficiency activities within the Unit, contracts review and negotiation
in collaboration with the Procurement team, structural changes within
the Unit etc.
• Drive Innovation by identifying and taking advantage
of new business opportunities, e.g., by stimulating and encouraging new
business opportunities, launch of products, product/process innovation,
business model innovation etc.
• Maintain leadership in the
ICT/Digital industry by influencing stakeholders within your immediate
ecosystem for MTNN’s benefit. This includes participation in credible
external think-tank sessions, involvement in inter-divisional focus
Group sessions to improve business performance etc.
• Enhance/expand
MTN’s role in the larger national macro environment by participating in
CSR projects and/or NGO’s, involvement in recognized professional
institutions, think-tank activities etc.
• Role model the vital
behaviours needed to sustain organisational performance and drive people
management activities by being the principal coach for your direct
reports using the people management framework. Participate in employee
engagement projects such as mentorship, facilitating programs, etc. In
addition, support recruitment, on boarding and grievance management
processes etc
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
•
Work closely with management team to develop and implement organization
strategies, policies and procedures with a view to improve MTNN MFS
operational systems in support of organization’s mission.
• Drive and
implement new MFS Customer Support initiatives in line with market
dynamics to enhance competitive advantage and foster achievement of
divisional targets
• Ensure timely processing and management of MFS Super and Retail Agents’ commissions to ensure prompt and accurate payment
Job condition
• Minimum of 6 years post degree
• Fluent in English
• Experience working in a medium to large organization
• Experience in developing marketing mix and implementation
• Experience in managing banking operations will be an advantage
• Business process improvement and analysis experience.
• Possession of a postgraduate qualification such as Master of Business Administration (MBA) will be an advantage
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
Experience & Training
• Normal MTNN working conditions
• Regional and national travel
• Basic banking/financial services operations
• ECW fundamentals
Minimum qualification
• BA, BEd, BEng, BSc, BTech or HND
How to Apply
Interested and qualified candidates should
Click Here to Apply