Latest Jobs at MTN Nigeria

Mission:

Manage or conduct Financial and Operational Audit projects and consulting services relating to governance and risk identification for both MTN management and staff in order to review the goals, objectives, and impact of a variety of economic, financial, operational, and managerial programs in conformance with company policy and procedures and IIA standards of professional practice.

Description:

• Create a holistic picture of each project to provide context for the findings, and implement procedures as required to perform financial and operational audits.
• Manage and/or carry out financial and operational audits, special requests, consulting engagements, and management requests, and review the work performed to ensure the adequacy of audit scope, testing performed, and the accuracy of conclusions reached.
• Execute an operations audit and assess company operations, processes, financials, compliance, and other associated risks.
• Propose and plan for operational audits of business units.
• Prioritize and manage multiple administrative functions such as budgets, scheduling resources, coaching, staff development, recruiting, internal policy development, etc.
• Manage expertise, resource planning, and requirements for financial and operational audit assignments, special assignments, and management requests.
• Identify ways to improve processes for finding and eliminating waste and fraud.
• Provide a consulting service to business on governance and business risk issues.
• Consult with business clients to improve or re-engineer business processes.
• Identify opportunities for increasing operational efficiencies and strengthening management controls on management requests, strategic projects, high-value tenders, and ad hoc assignments.
• Perform risk identification of business operations to assess potential problems or control weaknesses and provide guidance on how to address identified shortcomings on an ad hoc basis.
• Use data analytics and visualization skills for decision-making and presentations.
• Supports external auditors by coordinating information requirements.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Education:

• First degree in Commerce Degree in Accounting/Audit/Finance
• Chartered Accountant/CIA in related field (i.e. Audit) is advantageous.
• Professional qualification in Information Systems Auditing is advantageous (CIA, CPA, CMA or CISA)

Experience:

6 - 13 years’ experience which includes:

• Minimum of 3 years’ experience in an area of specialization coupled with supervising / managing others.
• Work experience across diverse cultures and geographies advantageous.
• Experience working in a small to medium organization.

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Mission:

To provide administrative support services to the office of the assigned regional manager in MTNN and thus contribute to the smooth operation of the department.

Description:

• Act as the point of contact to the RGM, handling and distributing confidential mails, telephone calls, faxes, etc.
• Develop and maintain an efficient documentation and filing (electronic and hard) process.
• Manage sensitive matters and information regarding peculiar issues within the department.
• Co-ordinate and manage RGM’s calendars, travel arrangements and schedules, negotiating potential conflicts and determining     feasible alternatives.
• Perform a diversity of secretarial and administrative support activities including composing memos and correspondences, compiling reports, creation of spreadsheets and manipulation of spreadsheet data.
• Cross-examine documents for RGM’s review to ensure quality control and compliance to MTNN policies.
• Collate monthly activity reports from the different units within the assigned department for the RGM’s review.
• Perform quality control checks on assigned RGM’s presentations, to ensure proper formatting and elimination of errors.
• Develop and maintain an effective and efficient document filing system (both electronic and manual). 

Education:

• First degree in any related discipline.
• Fluent in English.

Experience:

• 1-3 years’ experience in an area of specialization; with experience working with others
• Experience working in a medium organization 

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Mission:

To process MTNN’s insurance claims and premiums, ensuring payment as at when due and keeping adequate records of such.

Description:

• Prepare policy renewal supporting documents.
• Maintain an electronic filing structure for all insurance-related documents.
• Responsible for identifying best-fit risk management measures that will make MTNN local policy risks acceptable to underwriters.
• Implementing the risk management procedure in conjunction with relevant units and following up to ensure compliance.
• Managing the claims experience between MTNN units, end users, and insurers and ensuring that claims are kept at acceptable ratios.
• Provide and analyze data for MTN Nigeria Insurance Budget; review the budget vs. actual and identify the causative factor for variance.
• Articulates and participates in claims settlement and negotiation procedures; verification of insurance offer to confirm its conformity with the agreed contract terms.
• Collate underwriting information for MTN Group Insurance Program for submission to Group.

Education:

• First degree in any related discipline 
• Fluent in English

Experience:

3–7 years of experience in an area of specialization, with experience working with others

• Experience working in a medium organization.
• Experience in insurance operations in an insurance company.
• Vast knowledge of the insurance industry
• Knowledge of Nigerian Insurance Laws

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Mission:

• To manage and develop trade infrastructure and the channels of distribution especially retailers to ensure MTN dominance at retail in the assigned territory.

Description:

• Confirm  that  sub dealers and dealer branches are contacted and stock receipt/movement verified. 
• Provide informal training in shops on products, services and promotions being run by marketing, channel or region and on-the-spot training/coaching of all visited outlets in territory (100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer promo specifications and perform post-promo evaluation
• Provide weekly/monthly sales activity report and market intelligence report to field service engineers
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8 - 10 visits a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly/monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Build relationship between lower and upper levels (i.e. authorized distributors and sub dealers), support trade partners and Sub dealers and link subs, retailers etc. to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions

Education:

• First degree Preferably social sciences
• Fluent in English 

Experience:

1–3 years’ experience in an area of specialization, with experience working with others

• Experience working in a medium organization
• Sales and Marketing experience in a fast-moving consumer goods environment

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Mission:

• To manage and develop trade infrastructure and the channels of distribution especially retailers to ensure MTN dominance at retail in the assigned territory.

Description:

• Confirm  that  sub dealers and dealer branches are contacted and stock receipt/movement verified. 
• Provide informal training in shops on products, services and promotions being run by marketing, channel or region and on-the-spot training/coaching of all visited outlets in territory (100% of all visited outlets in call cycle)
• Manage events and promos, generate sub-dealer promo specifications and perform post-promo evaluation
• Provide weekly/monthly sales activity report and market intelligence report to field service engineers
• Monitor and report back on network quality and other sales impacting indices in territory covered
• Ensure call cycle time of 8 - 10 visits a day per territory or as business requires
• Identify, classify and support all players in channels of distribution and ensure  weekly/monthly database update
• Ensure MTN product availability in channel is >95% at all times and provide weekly product availability report of all visited outlets during call cycles
• Direct all channel participants to MTN identified growth area within your territory
• Establish consistent channel standards including branding as per channel recommendation.
• Increase brand awareness – Signage, POS distribution and target 65% visibility in the channel of distribution (Trade marketing team will measure)
• Support all identified outlets with 100% merchandizing as appropriate and defined.
• Build relationship between lower and upper levels (i.e. authorized distributors and sub dealers), support trade partners and Sub dealers and link subs, retailers etc. to Trade Partners and help nurture the relationship
• Resolve all issues/queries with regards to activations, products and promotions

Education:

• First degree Preferably social sciences
• Fluent in English 

Experience:

1–3 years’ experience in an area of specialization, with experience working with others

• Experience working in a medium organization
• Sales and Marketing experience in a fast-moving consumer goods environment

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Mission:

To provide the company with an advisory service regarding the drafting, legality, structuring, fiscal efficiency, and compliance of contractual arrangements.

Description:

• Ensure continuous liaison with external solicitors for regular updates, compliance with procedural rules of court, stipulated time limits for actions, etc., so as to minimize the cost and adverse effect of litigation.
• Review legal cases, petitions, and internal matters requiring legal input or perspective; consult with all relevant parties; advise on cases, petitions, or legal-related matters; provide recommendations on courses of action; and effectively take appropriate and approved action in accordance with the rules and regulations of MTNN.
• Draft legal agreements and review all relevant documentation supporting contracts for authenticity and validity, reviewing commercial agreements and documentation of transactions.
• Conduct proactive prevention of litigation, ensuring legal processes and services are effective and efficient in line with defined and approved designs and rules.
• Administer controls to ensure compliance with statutory and regulatory requirements and effectively integrate ethics, compliance, and preventive law efforts, ensuring MTNN activities are compliant with laid-down laws and governing regulations and statutes.
• Prepare monthly management reports.

Education:

• Fluent in English
• First Degree in Law 

Experience:

3–7 years’ experience in an area of specialization, with experience in supervising others

• Experience working in a medium organization
• Civil or commercial litigation experience.
• Knowledge of the telecommunications environment will be an advantage.
• Commercial, technical, and/or further legal qualifications will be an advantage.
• Experience in handling and negotiating funding
• In-depth experience and understanding of the Nigerian framework

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Mission:

To develop and execute strategic marketing plans for the micro-subsegment of Nigeria’s MSME market segment and achieve market and value share goals in the short, medium, and long term, in line with MTNN strategic objectives.

Description:

• Plan and develop Small and Medium Segment growth strategy in conjunction with Solution Development, Brand & Communications, Sales Enablement, and other relevant units across MTNN.
• Contribute to the understanding of the financial strength of key projects involving changes in subscriber numbers, cost of product or service delivery, marketing spend, average revenue per user (ARPU), return on investment (ROI), as well as proposing next steps.
• Develop creative and innovative approaches to drive sustainable growth in the SME segment market.
• Provide direction for the development of communications to drive understanding of value propositions and achieve business objectives.
• Drive innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, the launch of products, product or process innovation, business model innovation, etc.
• Utilize strong analytics skills to understand customer behavior and position solutions, working with relevant units across the business.
• Apply research skills to accomplish business objectives; analyze data, search for patterns and trends, and develop key findings, conclusions, and indicated actions from qualitative and quantitative customer research.
• Provide support for advertising, promotions, and events independently from the concept stage (agency briefing, script-storyboard development) to execution (production-flighting).
• Identify, review, and monitor the demographic and vertical profiles of the SME segment.
• Ensure the SME segment marketing strategies are based on clear value propositions that are aligned to maximize existing and new opportunities.
• Evaluate new market opportunities for expansion and revenue growth.
• Provide solution delivery and performance tracking support to Senior Manager, SME segment.
• Drive technology and ICT usage and uptake across small and medium segments in Nigeria.
• Implement key decisions made by the Senior Manager, SME Segment, ensuring that they are tailored to the needs of the segment.
• Review market and internal conditions, develop marketing strategies that grow MTNN’s revenue streams, exceed individual targets and objectives, and assist the department in planning and developing budgets for the upcoming year.
• Integrate quality management procedures into all business processes within the SME Segment function and their effective deployment on a day-to-day basis.
• Use appropriate performance metrics and Customer Relationship Management (CRM) to routinely monitor progress against targets, taking appropriate managerial action to ensure all set targets and KPI’s are met or exceeded.
• Provide any other necessary assistance required in support of the business plan or tactical plans agreed on an ad hoc basis.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Education:

• A first degree in business administration, marketing, economics, finance, or any related discipline
• Fluent in English
• A master’s degree in business administration will be an added advantage.

Experience:

6–13 years’ experience, which includes:

• A minimum of 3 years’ experience in an area of specialization, with experience in supervising or managing others
• Experience working in a medium- to large organization
• Experience in the enterprise market in the telecommunications industry
• Experience in developing propositions, channel development, and sourcing new business opportunities
• Knowledge of the functions and operations of the telecommunications industry.

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Mission:

To provide administrative support services to the Global Sourcing and Supply Chain department in MTNN and thus contribute to the smooth operations of the department.

Description:

• Provide day-to-day administrative support for the GSSC department.
• Coordinate the scheduling of the sourcing committee meetings with the company secretariat and follow up with the committee members to confirm their availability and attendance at the meeting.
• Coordinate the scheduling of bi-weekly and quarterly departmental meetings, manage and update the action tracker sourcing committee meetings with the company secretariat, and follow up with the committee members to confirm their availability and attendance at the meeting.
• Collate sourcing committee transaction list, agenda, conflict of interests sign-off sheets, minutes of committee meetings, etc.
• Develop and maintain an efficient documentation and filing (electronic and hard) process, assisting in the filing of statutory documents.
• Schedule, coordinate, track, and report all departmental travel. Manage the departmental travel budget to ensure strict adherence to budget provisions.
• Monitor departmental leave utilization. 
• Collate monthly activity reports from different units within the department.
• Respond to internal and external customers queries and refer to the appropriate teams to resolve.

Education:

• A first degree in relevant discipline
• Fluent in English 

Experience:

• 1–3 years’ experience in an area of specialization, with experience working with others 
• Experience working in a small to medium organization 

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Mission:

To empower MTN Nigeria customers with seamless, intuitive, and effective self-service options across digital platforms, enhancing customer satisfaction, reducing support costs, and driving self-service channel NPS and adoption.

Description:

• Track and monitor self-service operations and ensure action is taken to improve and realize NPS targets and self-service adoption targets.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service enhancements.
• Continuously evaluate the usability, effectiveness, and user experience of all digital self-service platforms.
• Lead optimization efforts to improve navigation, functionality, content relevance, and the overall customer experience.
• Develop and execute a comprehensive strategy to expand and optimize self-service offerings across all digital platforms, including the IVR system. This includes designing intuitive IVR menus, call flows, and voice prompts.
• Create a roadmap outlining key milestones, timelines, and resource allocations for self-service and IVR enhancements.
• Leverage data analytics to track key self-service metrics (e.g., usage rates, resolution rates, customer satisfaction) across all digital platforms, including IVR.
• Analyze customer feedback and behavior on digital platforms, including IVR interactions, to identify pain points, opportunities for improvement, and areas for further self-service expansion.
• Create a roadmap outlining key milestones, timelines, and resource allocation for self-service and IVR enhancements.
• Actively participate in the documentation of user stories, manage product backlog and prioritization of key digital channel initiatives related to self-service, and prioritizing customer current and potential pain points.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Education:

• A first degree in social science or any related field
• An MBA or Master's degree in a relevant field is desirable.
• Agile project management certification is an added advantage.
• PMP Certification

Experience:

6–13 years’ experience, which includes:

• Minimum of 5 years of experience in customer service, digital support, or a related field within the telecommunications industry.
• A proven track record in managing digital platforms, self-service tools, or knowledge bases.
• Demonstrated experience in using data analytics to drive improvements in customer experience or self-service adoption.
• Experience in agile project management.
• Experience in generative AI
• Experience in product development.
• Experience in using design thinking.
• Experience in change management.
• Experience in content creation.

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Mission:

• Create and drive the overarching high-value prepaid strategy for MTN Nigeria to drive quality customer acquisition, lead an integrated go-to-market strategy, and execute customer engagement programs to create sustainable and profitable market volume and value growth for the high-value prepaid segment within the consumer segment.
• To assist and support the Senior Manager, High Value Segment—Consumer Segment Group, in the implementation of strategies to achieve agreed business objectives.

Description:

• Review market and internal conditions, contribute to the development of marketing strategies for high-value segments, and ensure segment marketing strategies are based on a clear value proposition that is aligned with the MTN value proposition.
• Research industry evolution and competition’s activities to identify segment-specific gaps and strategies to exploit high value prepaid segments to MTN's advantage.
• Develop comprehensive plans and programs to achieve high value-set targets for profitability, revenue, value, market share, stir-up preservation, etc. in support of defined marketing strategies.
• Monitor the execution of high-value and emerging market strategies against specifications.
• Evaluate new opportunities for expansion and revenue growth, and develop creative and innovative approaches to drive sustainable growth in the high-value market space.
• Develop promotion campaigns to stimulate usage and profitable consumer connections.
• Identify, review, and monitor the demographic profiles of high-value prepaid segment customers continuously.
• Provide delivery and performance tracking support to management, identify opportunities, and leverage MTN and HV segment value propositions to take advantage of such opportunities.
• Manage and contribute to the development of communication to drive understanding of value propositions and achieve business objectives.
• Collaborate with go-to-market teams in developing advertising and communication concepts in support of MTN’s brand-building initiatives and manage advertising, promotions, and events independently from the concept stage (agency briefing-script-storyboard development) to execution (production-flighting).
• Perform any other duties as assigned by the Senior Manager, High Value Segment.
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.

Education:

• First degree in marketing, business, or a related discipline. MBA is a plus.
• CIM is a plus.
• Fluent in English

Experience:

6–13 years’ experience, which includes:

• Experience working in a medium- to large organization.
• Minimum of 3+ years of work experience in marketing or product/project management with a strong commercial acumen (ideally in the telecommunications, FMCG, or consulting industries)
• Proven track record of managing high-value customer segments and driving revenue growth
• Hands-on product management and development experience, including defining, launching, and optimizing products and services.
• Demonstrated project management experience and excellence in driving cross-functional projects with multiple stakeholders.
• Strong analytical and quantitative skills; ability to use data and metrics to make informed decisions.
• Ability to work effectively in a fast-paced and dynamic environment.
• High Proficiency in Excel, PowerPoint, and Other Digital Tools

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Mission: 

Execute the division's lifestyle service strategy by identifying, developing, and managing compelling and competitive lifestyle and VAS to help MTNN acquire customers and grow revenues in alignment with the overall business strategy and market requirements.

Description:

• Collaborate closely with Digital Business Development to define, drive, and monitor the design, documentation, development, implementation, testing, launch, management, review, and ongoing support of new Lifestyle and VAS for multiple customer segments according to the approved business plan and roadmap.
• Document, develop, implement, test, launch, and review digital products and services (lifestyle and VAS) according to the relevant policies, procedures, and processes to exceed targets as specified in the business plan.
• Develop, document, and maintain the policies, procedures, and processes for the development of Lifestyle and VAS using product concept documents, market requirement documents, feature descriptions, use cases, storyboards, and data flow diagrams as may be required.
• Develop and update accurate, current, data-driven, relevant, and understandable analysis, FAQs, and information packs to guide the use of Lifestyle and VAS.
• Solicit feedback from customers to continuously improve RMS (music, podcasts, and other) experiences, journeys, and interfaces.
• Monitor and expeditiously resolve complaints related to customer expectations, needs, and priorities on Lifestyle and VAS.
• Monitor and improve NPS related to lifestyle and VAS.
• Collaborate with the Digital Business Development team, if necessary, to develop and conduct training programs and technical support guides to introduce new Lifestyle and VAS to internal and external stakeholders, as may be required.

Education:

• A first degree in Business Administration, Business Management, Marketing, Social Sciences or any related discipline
• Certification or training in (Agile) Project Management will be an added advantage.
• Fluent in English

Experience:

3–7 years of work experience, which includes

• A minimum of three (3) years working in a small- or medium-sized organization
• Experience in customer service, growth marketing, product and value proposition development, product life cycle management, and product analytics and performance evaluation
• Proficiency in Microsoft Office (Excel, PowerPoint, and Word)
• Excellent communication, interpersonal, and writing skills; advanced ability to build strong working relationships across the organization, influence stakeholders, and work as part of a cross-functional team
• Experience in information technology, OTT, or telecommunications will be an advantage.
• The ability to analyze customer data, identify critical metrics for any digital product, manage small and large projects, and negotiate with vendors and suppliers on technical and commercial matters will also be an advantage.

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Mission

• To interface with MTN business customers, plan for and proactively implement processes that enable IT/IS deliver sustained levels of service or ensure rapid restoration of service in the event of major incidents or disaster, matching resources to business demand at a justifiable cost.
• To manage, and oversee the operations of IT command center team comprising of various teams in the smooth running and support of IT systems, Applications, services and information systems.

Description 

• Contribute to the development of IT/IS Services strategies and develop detailed plans in support of related strategies, organizing required resources, monitoring and periodically reporting progress of plans
• Contribute to the development of IT/IS Services methodology and put in place a reliable support system with clear processes and procedures and tools for measuring IT/IS performance and reliability
• Assess resource requirements and assist in preparing the budget for IT Service Management, as well as prepare information systems technical business cases.
• Provide technical information, customer assistance, and solutions to technical problems across the  enterprise
• Develop and implement policies and procedures for IT/IS and enterprise systems development and operations
• Oversee the preparation of overall report on performance of IS Service department from input gathered from other functional areas of the department
• Track and monitor IT/IS metrics and analyze related statistics to support decision making in relation to discovering improvement opportunities
• Ensure preparation and presentation of reliable trend analyses to help determine focus areas and develop proactive approaches to faults management
• Initiate service improvement programs and liaise with the Change Management team over proposed changes
• Manage, organize, direct, control and evaluate the activities of IT/IS support organizations in the design, development & implementation of IT/IS services. 
• Monitor the effectiveness of the team against OLA/SLA/KPIs, driving through change as needed to deliver continual service improvement
• Undertake projects designed to introduce new services or improve levels of service and carry out independent post implementation surveys to ascertain that newly introduced services meet customers’ utility and warranty requirements
• Research new technologies, approaches and best practices on IT, IT/IS service design, delivery and implementation
• Evaluate new information systems products or services and suggests changes to existing products or services to aid the end user
• Drive availability of all enterprise systems in MTN Nigeria by managing all Incidents and Problem management
• Eliminate/minimize downtime/disruptions to service delivery due to IT problems/issues
• Formulate and maintain Customer relationship strategies to satisfy MTN Nigeria customers
• Develop IT/IS action plan to address identified issues with customer satisfaction
• Manage Major Incidents and Problems across all IS Enterprise Systems
• Ensure operational procedures and practices are well defined, documented and consistently applied
• Monitor & manage the entire incident lifecycle as it progresses through IT/IS and /or related interfaces within the organization 

Education:

• First  degree in Information Technology or any related discipline 
• ITILv3 Expert Certificate (IT Service Management)
• Fluent in English

Experience:

6 - 13 years’ experience which includes:

• Minimum 3 years IT Service Support and Delivery
• Experience working in a medium to large organization

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Mission:

Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.

Description:

• Market MTN products and services to current and potential customers.
• Perform the necessary system transactions related to customer requests. 
• Use organization and time management tools to track cases and meet turn-around times and other required metrics.
• Maintain integrity in managing subscriber data and information.
• Identify and report on customer-impacting trends. 
• Enlighten and educate customers on new products and initiatives within MTN. 
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration requests.
• Perform the incidence escalation process in compliance with laid-down policies and procedures.
• Collect and book-in customer phones for warranty repairs.
• Communicate credit status to customers.
• Identify problematic invoices proactively and promptly notify the billing division.

Education:

• First Degree in any related field
• Fluent in English 

Experience:

3-7 years' experience, which includes

• Experience working with others.
• Experience working in a medium-organization
• Experience in a call-center (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn)