Manager - Operations Customer Management at MTN Nigeria

Mission:

To support, maintain and optimize the number management, provisioning and billing systems for MTNN. This includes all provisioning processes associated with subscriber phone numbers (MSISDN and SIM/IMSI), including all other operations around activation, rating and billing for both GSM and Fixed Line accounts, as well as enhancing the procedures and processes associated with the operations and maintenance of business rules for all downstream BSS systems in MTNN. The incumbent will play a major role in defining Application specification  in response to evolving business needs.

Description:

• Articulate implementation approach for Number Management, General Provisioning, Customer Management, Rating, Retail and Wholesale Billing based on needs of user departments, in line with corporate goals and business objectives.
• Develop solutions to support immediate and long term requirements of business in line with approved standards and framework, including, SDLC process and General IT solution deployment standard such as eTOM/NGOSS and ITIL framework for Business System Solutions (BSS) and Operational Systems Solutions (OSS), and effective and efficient Project Management framework.
• Identify, develop and implement improvements to effectively manage people, systems, processes and operations.
• Participate in the selection of suitable technologies and negotiate/manage contracts with suppliers accordingly.
• Monitor and ensure that operational delivery of system outputs are met in line with OLAs and SLAs.
• Advise business users of the best possible solutions based on their requirements, growth, emerging technologies and MTNN’s objective.
• Manage system enhancements through core system upgrades/migration to new/more robust platforms in line with technology refresh initiatives, etc.
• Ensure prompt resolution of issues and provide prompt feedback on escalated incidents relating to general provisioning processes, rating and billing in line with ITIL framework and best practice.
• Implement Service Improvement Programs (SIPs) to address issues identified through periodic review of common incidents and escalations to proactively eliminate service disruptions and ensure full adherence to effective service delivery and service management.
• Liaise with vendors and suppliers to deliver support and solutions
• Manage vendors and ensure SLAs are met through extensive review/negotiation of SLA agreements.
• 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.

Education:

• First degree in Computer Science or related field from a reputable institution
• Fluent in English
• Master’s degree in related field will be an added advantage

Experience:

• 6 - 13 years’ experience which includes:
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in Retail billing, wholesale billing, CRM and resource systems within the telecoms environment