Latest Recruitment at MTN Nigeria, 29th August, 2018

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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 vacant position below:     Job Title: Disaster Recovery Coordinator (Supervisory) Location: Lagos Job Description    

• To coordinate the implementation of common Business Continuity/Disaster Recovery processes and evaluate, recommend and implement approved Disaster Recovery strategy.
• To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required, and agreed, business timescales.
• Business growth, value created & cost-effectiveness achieved by process optimization
• Develop and implement a plan to provide fail-over capacity of all mission critical servers, applications and networks.
• Develop, review and standardize all recovery process and procedural standards to address routine, backup, redundancy and recovery architectures.
• Support the implementation of  a Business Impact Analysis and business continuity plans
• Develop appropriate off site data and document repositories to be utilized if information were to be irretrievable at the head office due to a major disaster.
• Ensure the company’s data, data systems, infrastructure and networks are recoverable in the event of a disaster.
• Perform and analyze disaster simulations for the prompt restoration of services.
• Investigate current performance areas of IS Systems disaster recovery infrastructure and identify bottlenecks and develop ideas for performance improvements and implementation.
• Input into the DR Plan and execute in line with agreed schedule
• Drive and close of all DR related project and operation activities
• Track and monitor the implementation of changes that may impact Business Service Continuity
• Ensure all disaster recovery databases and file systems synchronization are up to date. Drive to closure where issues arise with systems that are not in-synch
• Develop, track and report all operations issues as it relates to Business Service Continuity.
• Ensure all failover tests, dry runs and back/up recovery activities are up to date. Track any issue to closure
• Develop and update all Disaster recovery procedure documents for all Mission Critical Processes
• Lead and direct disaster recovery testing for all Mission Critical Processes
• Draft Business Continuity Committee reports to be reviewed by the SM BSC.
• Support in the tracking of all IT related Risk , update Risk Register accordingly
• Develop and update all Business Continuity PPPs
• Ensuring that the Disaster Recovery facilities and services are in ready state to sustain the business at all times and in the event of a disaster with the same level of services and availability.
• Manage and leverage IS BSCs relationship with its key vendors, including day-to-day communications and coordination.  This includes supporting the SM BSC in preparing business continuity KPI’s within contract
• Provide Support to Management on IT Risk
• Enhance customer satisfaction and perception of Information System Services
• Ensure IT Services are designed to deliver the required levels of disaster recovery as required by the business
• 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.

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

Experience:

• 3 - 7 years of experience  in an area of specialisation; with experience in supervising others
• Experience working in a medium  organization
• A good understanding of available and emerging IT technologies (disaster recovery tools)
• Experience in preparing, reviewing and reporting disaster recovery metrics
• Knowledge of Business protection systems and experience of Contract Management type roles
• Experience and understanding of Infrastructure Technologies, including Windows, Unix, SAN, Network and Database.
• Experience in use of Disaster recovery methodologies and tools
• Data network architectures including solid understanding of TCP/IP
• Functional Skills Development
• Incident Management
• IT Security
• Cyber Crime Defender
• ISO 27001:2013 Foundation
• Cyber Security Certification Leadership Skills Development
• Employee Effectiveness (L1)
• Telecoms A-Z
• MTN Customer Experience (Basics)
• Harvard Self-Management.

Training:

• Project Management methodologies (PMP or PRINCE2)
• Business Continuity and Contingency Planning

Minimum qualification

• B.Sc, BTech, HND or BEng.

    Job Title: Analyst Loyalty (Supervisory) Location: Lagos Job Description

• To provide active support in Loyalty Management operations to drive retention and consistent spend of High Value customers within the MTN base.
• Tracking effects of Loyalty efforts on customers and the business as per set business objectives.
• Manage the automated loyalty system and ensure timely reports on behavior of High Value customers are shared with Loyalty Manager and other stakeholders.
• Work with the Loyalty Manager on using business adjacencies to drive retention within the High Value base
• Liaise with cross functions to ensure potential loyalty customers are tracked and upsold to the loyalty base.
• Drive the management of the loyalty reward scheme end to end by monitoring and tracking the disbursement of the various approved rewards to the prestige base customers.
• Transform and analyze data for proper reporting and analysis.
• Prepare briefs and other necessary documentation towards planned Loyalty management activities.
• Ensure compliance with all Loyalty management reporting requirements.
• Perform various administrative functions: contract preparation and execution, PO and supplier payments management, procurement logistics, document management, etc.
• Coordinate a quarterly engagement between the Loyalty team and the Customer Services team to update and educate them on new Customer Loyalty Strategies which will in turn help them in their engagement with customers
• Liaise with external stakeholders (agencies/suppliers/ Partner Merchants and Vendors) to ensure smooth implementation of planned Loyalty initiatives
• 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.

Job condition:

• Normal MTNN working conditions.

Experience & Training Education:

• First  degree in any related discipline
• Fluent in English

Experience:

• 3-7 years’ experience including the following;
• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium  organization
• Work experience in a research or consultancy environment will be an added advantage

Minimum Qualification

• BA, BSc or HND.

  Application Deadline 30th August, 2018.     Job Title: Consultant, Transformation Office Location: Nigeria Job Description

• Provide internal consulting support and facilitate Transformation Office engagement to translate aspirations into initiatives and projects.
• Support financial/business case development, problem solving, content development of strategy, and transformation initiatives
• Collaborate with various stakeholders to translate aspirations into initiatives and projects
• Implement project and change management practices across the transformation.
• Focus on content development for initiatives and projects which are required to be incubated by the Transformation Office.
• Facilitate diagnostics and problem solving workshops, applying economic/business principles and recognizing intricacies of complex problems, to develop innovative solutions.
• Deploy rigorous analytical and data synthesis skills; in particular develop decision support models to guide strategy and key operational decisions.
• Support the identification and framing of projects in response to market/industry dynamics, business unit priorities, and enterprise-wide priorities.
• Ensure content and solutions are aligned to global best practice
• Articulate project scope, delivery requirement, business case requirements and implementation milestones
• Translate teams' discussions and decisions into effective presentations (tailored to audience and purpose)
• Work with the Senior Consultant and Program Lead to prioritise initiatives within the Transformation to allocate effort to mission-critical areas
• Serve MTNN’s customers and provide solutions to improve the customer experience.
• Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including achievement of MTNN NPS targets.
• Collect feedback from stakeholders and incorporate in further detailing of strategic content Build relationships and networks across the organization’s
• Develop knowledge repository and playbooks for the Transformation Office to embed practices
• Work with internal stakeholders to develop resourcing plans and requirements for initiatives within the TO
• Provide internal consulting support and facilitate Transformation Office engagement with subject matter experts within and outside the organisation.
• Support the development of a highly capable internal consulting team within the Transformation Office that provides critical and strategic thinking.
• Support the identification, evaluation and tracking the development needs and performance of staff within the TO, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
• Coach and mentor level 1&2 employees within the TO to ensure capacity-building.

Job Condition

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

Requirements, Experience & Training

• A first degree in a related field
• Possession of Project Management certification and/or an MBA is advantageous
• 6-13 years work experience which includes:
  • Experience working on business transformation projects
  • Minimum 3 years experience working in a global/multinational management consultancy (understanding emerging markets)
• Management experience is advantageous
• Advanced experience working with Microsoft Excel, Microsoft PowerPoint and Microsoft Project
• Creating strategy documents to address business problems
• Project management experience.

Minimum qualification

• B.Ed, B.Eng, B.Sc, B.Tech or HND.

    Job Title: Customer Relationship Officer, Customer Operations Location: Lagos Job Type: Permanent Job Description

• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
• To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
• Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Monitor Accounts as assigned by partners.
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Educate customers on MTN products and services, functionalities, features and competitive advantage
• Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
• Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.
• Handle all enquiries and requests of customers and ensure resolution as well as inform customers of status of their complaint, query or request and record details of contact.
• Collaborate with Segment management to develop customised educational content for customer education
• Combine customer care, sales, and routine administrative tasks
• Generate funds from sales and render after sales support service
• Handle cash and ensure correct amounts paid
• Collect customer phones for warranty repairs

Job Condition

• Normal MTNN working conditions
• May be required to work extended hours.

Experience & Training    

• First degree in any relevant discipline
• Minimum of 3 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium organization
• Experience in the service industry
• Experience in a call center (Prepaid/Postpaid) environment

Training:

• Basic GSM
• MTN Products & Services
• Relationship Management
• Relevant systems training
• CCBS
• Call center policies, processes and procedures
• Call Center applications, technology and systems training
• Telephone/ physical interaction etiquettes

Minimum qualification

• BEd, BEng, BSc, BTech or HND.

    How To Apply Interested and qualified candidates should: Click here to apply   Application Deadline 6th September, 2018.

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