Recruitment at MTN Nigeria
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 positions below:
Job Title: Manager, Safety
Location: Lagos
Employment status: Permanent
Job Description
- To promote a Safety culture through sustainable risk based policies and procedures
- Support the Shareholder return strategy by developing and implementing HR 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.
- Serve HR Division’s internal customers and provide solutions to improve the customer experience.
- Build strategic partnerships with MTNN leadership team to drive awareness on expected behaviours 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.
- 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.
- Support Regulatory team to develop EAR/EIA strategies to achieve all element on the business
- Facilitate Occupational Health & Safety Committee Meetings with key stakeholders
- Deploy Incident Response and Management process across MTNN facilities
- Develop and deploy programs to effectively manage Safety risks.
- Maintain and ensure effective communication of Safety policies, processes, procedures, regulations and standards to employees.
- Manage and coordinate Safety audits and regulatory inspections across workplaces and facilities, provide periodic updates and propose recommendations for improvement
- Advice management on implications of current and emerging safety legislation, including evaluation options, making recommendations and generating action plans to ensure compliance.
- Collaborate with stakeholders to develop Emergency Response Plans and serve as primary contact for workplace injury and incident management and notification, investigation, and case management.
- Conduct investigations on workplace near-miss incidents and accidents and develop measures to prevent recurrences.
- Maintain a Safety Management Information System (SMIS) by recording all accident reports in a timely, complete, and accurate manner.
- Participate in MTN Group Insurance Risk Survey and ensure closure of issues raised
- Review and audit related third party service providers to ensure compliance with company, industry, local, state, and federal guidelines and regulations.
- Conduct Safety audits of third party facilities to ascertain fit for use (Hotels, Event Centers, etc.)
- Participate in new employee onboarding process
- Facilitate safety, accident prevention and investigation training programs
- Provide support for litigations and serve as witness in court summons
- Assign specific roles and responsibilities amongst regional teams for the effective and timely management of processes.
- Manage, Intervene, escalate & resolve issues concerning direct reports
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Job Condition:
- Normal MTNN working conditions
Experience & Training
Education:
- First degree in related discipline
- Certification in ISO 45000 2018/Certification in ISO 14000 2015
- Possession of NEBOSH Diploma or Masters on Occupational Health & Safety
Experience:
- 6-13 years working experience which includes:
- Mid-Management track record of 3 years or more
- 6 years relevant experience in Telco, Electrical services, Oil & Gas & FMCG
- 2 years’ Experience in Generalist Safety roles in a multinational company preferably at Mid-management level
- Experience in proactive Hazard Management & Risk assessment capabilities
- Worked across diverse cultures and geographies
- Proficient in MS Office Applications and other Microsoft tools
- Ability to use and understand Safety software tools and applications, and apply it to work
- Experience in Professional Safety, Health and Environment Functions, with good exposure/level of experience in Safety
- Experience in applicable regulatory requirements in nigeria
Minimum Qualification
Job Title: Support Partner, Customer - Public & Corporate Sector (PH)
Location: Lagos
Employment status: Permanent
Job Description
- Ensure top quality customer support in all areas of key account management
- Ensure less than 5% customer churn on managed accounts
- Constant analysis of Managed customer database for Revenue and Debt management
- Ensure 98% collection of ALL invoices as at when due
- Work with product, UAT and support teams to validate new products, new systems and upgrades
- Generate relevant reports as required by the business
- Ensure QA and prompt invoice delivery
- Ensure resolution of ALL service provisioning and sales support PPPs items
- Ensure end-to-end account management for Enterprise customers
- Review new and existing customer service contracts to identify and escalate clauses with negative impact on customer support and relationship management
- Perform Service fulfilments for Enterprise customers (i.e. SIM Swaps, Migrations, etc.)
- Analysis of customer requests for prompt resolution
- Pro-active analysis of all support systems (charging, billing, etc.) as well as enterprise products with a view to identifying customers pain points and resolving issues before escalation
- Achieve at least 80% score in EB Customer Satisfaction internal surveys
- Provide technical, procedural and policy guidance to customer support partner and other operational staff and supervise
- Liaise with support teams (within and outside EB) in order to resolve any customer identified issue
- 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 office environment
Experience & Training
Education:
- Fluent in English
- First Degree or equivalent in Social or Management Science Course
Experience:
- 3-7 years of experience in an area of specialisation; with experience working with others
- Experience working in a medium organization
- Experience in the telecommunications industry in a similar role
- Experience in a customer service environment in the telecommunications industry.
- Advanced proficiency in the use of Microsoft Excel spreadsheets and MS Word
- Membership of Professional Customer Service/Relations associations will be an added advantage
Training:
- Basic Enterprise products and services.
- MTN Products & Services
- Relationship Management
- Relevant systems training
- Financial/Mgt Accounting basics
- Corporate Collections policies, processes and procedures
- Telephone/ physical interaction etiquettes
Minimum Qualification
Job Title: Advisor, Ethics Management
Location: Lagos
Employment status: Permanent
Job Description
- Assist in coordinating all ethics management activities and elicit employees’ and other stakeholders’ commitment to ethicalbehaviors.
- Advise Line Management on possible financialimpact across all divisions of regulatory/statutory developments and trendswhile highlighting potential revenue generation/cost saving opportunities.
- Assist in communicating corporate ethicsstatements, policies, codes and supporting documentation.
- Maintain up-to-date knowledge of ethicsmanagement requirements and related legal benchmarks from federal and statelaws.
- Assist in the reviews of corporate policies,identify gaps and recommend for.
- Assist in implementation of procedures forresolution of ethical conflicts, complaints, allegations, breaches etc.
- Assist in coordinating annual Ethics week,Global Ethics Day and related activities to drive integration of corporateethics messages across the business.
- Disseminate corporate ethics statements, ethictips, policies and supporting publications.
- Influence staff to change their mindset andbehaviors and demonstrate integrity to achieve positive results in the interestof the business.
- Ensure customers queries are handledappropriately and in compliance to the MTNN ethical framework.
- Assist in coordinating day-to-day efforts toembed ethical culture including ethics communication, offering ethical guidanceand advice and the implementation of effective, proactive, quality processesthat will positively enhance customer satisfactions.
- Ensure there is value created through effectivestakeholder management.
- Develop and maintain good working relationshipswith internal and external clients within MTN Nigeria
- Continuously seek personal and professional developmentto properly handle the challenges of a fast paced changing environment.
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
Education:
- First degree in Social Sciences or related discipline
- Fluent in English
Experience:
- 3 - 7 years’ experience in an area of specialization; with experience working with others
- Demonstrable knowledge of best practice ethics and governance frameworks, methodologies and emerging practice, risk assessments in the context of the Nigerian and global telecommunications industry.
- Effective stakeholder relationship management experience in a telecoms regulatory environment
- Experience in policy governance and development of ethics related programs.
- Strong and effective business communication (verbal and writing skills)
- Strong knowledge of internal controls is an added advantage.
Minimum Qualification
Job Title: Manager, Customer Operations
Location: Kano
Employment status: Permanent
Job Description
- Responsible for providing highest quality of customer focused care and satisfaction using the knowledge of products, systems, and procedures to make informed decisions and maintain profitable customer relationships.
- Support the Shareholder return strategy by developing and implementing Processes that are aligned to achieving all elements on the business score card. (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 optimisation etc.), to drive efficiency gains to ensure reduction in Divisional budget year-on-year.
- Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
- Drive an increase in MTNN’s Net Promoter Score
- Track and monitor customer services and customer care operations and ensure action is taken to improve and realize service level targets.
- Deploy tools and procedures to capture and monitor customer complaints and points of improvement and ensure complaint are promptly attended to and customer informed of status in the resolution process.
- Collect data and information on customer care needs/issues and manage implementation of new systems, procedures and work ethics to improve customer service efficiency.
- Monitor and prepare periodic report on sales and generate periodic reports for management review.
- Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends and ensuring optimum service levels are achieved and maintained.
- Develop procedures to promote establishment and maintenance of meaningful communications between customers and customer care representatives.
- Establish/maintain lasting relationship between customers and customer care representatives, as well as other key units (Sales, Channel Distribution, Service Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
- Partner with MTNN’s Ecosystem Partners to deliver business value.
- Manage relationships with key stakeholder units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
- Support organisational employee awareness on Ethics - including providing regular training to employees on Ethics matters, the application of standards and guidelines, relevant laws and regulatory requirements, promoting and enhancing a strong telecom-wide compliance culture etc.
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
- Regional Travel (for Regional Service Managers)
Experience & Training
Education:
- First degree in Social Science or any related field
- An MBA is desirable
Experience:
- Minimum 6 - 13 years’ experience which includes:
- Telecom experience of at least 8 years, preferably in customer operations or customer care
- 3 years work experience in area of specialisation in experience supervising others
- Minimum of 4 years supervisory experience with 3 years retail channel/shop management experience
- 4 years franchise management experience
- Experience in credit matrix scoring and assessment
- Exposure to telecom billing technologies and complementary technologies
- Experience in managing complex processes and procedures
Minimum Qualification
Job Title: General Manager, Revenue Assurance
Location: Lagos
Employment status: Permanent
Job Description
- To lead and manage all activities of the revenue assurance function of MTN Nigeria as a Centre of excellence; including subscriber fraud and analytics on multiple technologies platforms and services.
- Drive an increase in Shareholders return by ensuring that Finance Processes are aligned to achieving all elements on the financial component of the business scorecard. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
- Plan and execute medium to long-term projects to enhance revenue assurance operations and identify new revenue opportunities, ensuring compliance with corporate governance procedures and RA strategies.
- Implement and manage Revenue Assurance maturity model from level 3 to 5 and continuously assess and review RA risk maturity model in line with best practice in industry.
- Proactively identify risks related to fraud and revenue assurance and continuously modify long and short-term strategies.
- Oversee the management of fraud-related issues around subscriber registrations, phone registrations and EIR and provide security information and reports for security institutions.
- Champion/Sponsor the review of Business Processes (headcount, process optimisation, business optimization etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
- Champion Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy
- Assess resource requirements for the department, develop budget for the Revenue Assurance function, and regularly monitor resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
- Oversee Revenue related activities of new business ventures, projects and Group initiatives, ensuring protection of topline Revenue numbers.
- Monitor changes in regulations and technology that may affect revenue assurance functions in MTNN and ensure revenue leakage is minimized.
- Regularly monitor and review resources of the department ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provision.
- Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
- Improve MTNN’s Net Promoters Score
- Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to protect, assure and improve MTNN’s revenue.
- Drive planned strategy for the successful delivery of MTN Group, Group RA and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
- Identify trends in technology and telecoms and transpose required revenue assurance/control solutions into corporate strategies; provide business intelligence to drive revenue-related strategic decision-making.
- Provide visibility and management feedback on all revenue related issues and manage the production of audit committee reports on fraud and revenue actions, strategy and loss for MTN Nigeria, ensuring compliance with all deadlines and reporting requirements.
- Ensure compliance of all internal functions with revenue management policies and practices and ensure marketing promotional campaign e.g. CLM are delivered seamlessly and timely.
- Provide effective monitoring and assurance within a limited budget and initiate creative ways of delivering business intelligence on a continuous and timely basis.
- Provide technical leadership /advice in the formulation and development of revenue assurance framework, policies/guidelines and ensure compliance of operations with MTN policies and procedures.
- Proactively manage and enhance the tools used by the department, e.g. FMS, RA system, ACL, Antispam, etc. to maximize benefits for MTNN and Law Enforcement Agencies.
- Oversee the development and management of the legal intercept policy and processes in line with legislative requirements.
- Assure the business during upgrades and newly developed products, hardware and software integration, provide assurance on revenue reported in financials and execute post implementation review of external audit recommendations.
- Provide technical leadership /advice in the formulation and development of Revenue Assurance framework, policies/guidelines and ensure compliance of operations with MTN policies and procedures.
- Track business trends and potential changes to the Group’s and/or Company’s business operating model(s) and determine the implications for Revenue Assurance activities.
- Lead and collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
- Work collaboratively with IT, Networks, Customer Operations, Marketing and other groups to influence the development and integration of systems, products and processes in line with RA recommendations and good practice
- Interact with MTN’s audit committee, internal and external audit functions to achieve adequate composition and implementation of standards and policies. Interface with MTN departments and external partners (governmental authorities and third party Partners).
- Build relationships and network with key suppliers, stakeholders and users ; and reduce country wide incidence of costs and wastage with more efficient procurement
- Deliver business value through partnership with MTNN’s Ecosystem Partners.
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Provide leadership and direction in the operations, leading team to deliver on respective business targets and improve overall performance of the department.
- Coach and mentor the revenue assurance 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 career development.
- 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.
Job Condition:
- Normal MTNN working conditions
- May be required to work extended hours
Experience & Training
Education:
- Fluent in English
- First degree in a numerate discipline
- MSc/MBA is an added advantage
- CISA or equivalent professional qualification
Experience:
- Minimum 12 years’ work experience
- 10-12 years’ experience in an ICT environment
- Minimum of 5 years’ experience in managing/consulting in RA & F function in a telco.
- Experience in managing a revenue assurance or fraud function in top ICT environments.
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Worked across diverse cultures and geographies.
Minimum Qualification
Application Deadline 18th February, 2020.