Specialist - Onboarding Operations at MTN Nigeria

Mission:

• Provide a value-driven and customer-centric approach that ensures customers, merchants, and agents derive maximum benefit from our products and services. 
• Guide and support customers throughout their onboarding journey, ensuring they are well-grounded, equipped to succeed while providing user-friendly support, and even celebrating milestones when a customer becomes Revenue Generating Subscriber (RGS).

Description:

• Onboard  Customers using functional strategy cascaded by the functional lead for continuous relationship.
• Assist in review of the onboarding strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem.
• Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required.
• Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required.
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead.
• Develop and execute onboarding campaigns across multiple channels, including search engine marketing (SEM), social media, email marketing, display advertising, and content marketing.
• Collaborate with internal and external stakeholders to create, engage and effective improve onboarding process such as pop messages, landing pages, and visual content of all onboarding journey.
• Continuously optimize campaigns based on data-driven insights, aiming to improve performance and drive better ROI. 
• Collaborate with cross-functional teams, including creative, content, and web development, to align MoMoPSB initiatives with overall strategies and goals. 
• Work closely with the GTM and Sales team to ensure consistent messaging across all digital channels.

Education:

• Degree in Analytics or business, or any related discipline or its equivalent
• Additional certifications in data Analytics are a plus.
• Relevant post graduate qualification is an advantage

Experience:

• 3 – 7 years of experience in an area of specialization; with experience with working with others
• Experience working in a medium organization
• Proficiency in the use of Microsoft office tools
• Journey mapping; prototyping and framing
• Experience in data analysis, problem solving and reporting/presentation
• Experience working in a medium organization
• Strong analytical skills
• Experience in Enterprise Data Management
• Strong Microsoft Excel and PowerPoint skills
• Business Planning and Analysis, preferably within the telecommunications sector
• Experience in Customer Care and Management