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Mission/ Core purpose of the Job

Responsible for the development of the various costing models for the Bayobab capacity and services portfolio. He or She will also be responsible for contributing towards the establishment and implementation of the costing and pricing principles and methodologies. The role will ensure that Bayobab improves on revenues streams by enhancing its competitive position in the wholesale business and international carrier relations business (for wholesale customers, OpCos and GEBU demand requirements) while improving its overall margins on new and existing business. 

RESPONSIBILITIES

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

The Manager Costing & Profitability role will be accountable to achieve the following objectives:

• Develop the strategy for optimizing and managing costing framework for Bayobab capacity.
• Develop and implement costing principles that will be applied to set the prices and other charges including price caps, price guidelines and other price controls for the various products
• Carry out all necessary studies, analyses and cost calculations with the aim of minimizing the cost of international services by developing relationships with 3rd party suppliers and OpCo’s
• Derive the pricing principles based on market trends and market analysis for price benchmarking purposes in order to maintain relevant price books.
• Align with the various internal teams, particularly the tax and compliance teams in order to manage issues relating to withholding taxes, transfer pricing and ensure full alignment to group policy.
• Identify the Bayobab submarine connectivity costs and pricing by analyzing the competitive environment from a global perspective and collating inputs from the OpCos on competitive offers received for international connectivity
• Gather OpCo’s terrestrial connectivity costing inputs, with focus on the wholesale components for backhaul and last mile from the cable landing stations
• Support in the sourcing of 3rd party connectivity when required, ensuring to meet the target price and quality requirements
• Provide support to the product management teams on product development and pricing as relates to multi-OpCo infrastructure 
• Ensure connectivity sourcing deals afford optimal benefit to MTN and MTN’s clients, considering price, quality, SLAs and speed of delivery

Role Deliverables

• Costing Model framework for Bayobab capacity and services
• Costing and pricing strategy of wholesale fixed connectivity solutions (subsea and terrestrial)
• Support the pricing methodologies for Opcos and internal connectivity services
• Initiate and support Initiatives to improve margins on new and existing services
• Regular market analysis and price benchmarking in order to maintain relevant price books
• Constant engagement with Tax and Finance to ensure full compliance on group policies

Role Dependencies

• Bayobab sales, technical, product and finance teams
• Bayobab OpCo and Group Enterprise demand management teams

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum 4-year Academic Degree (Commerce, BBA, Engineering /Computer or Business Science) 
• Post graduate qualification MBA/Masters (Economics, Engineering /Computer Science) preferred 
• English, French and Arabic (as advantage)

Experience:

• 5+ years relevant cost modelling and pricing experience in the fixed line international telecommunication industry preferably in carrier business with a good technical understanding as well.

Competencies:

• Able to work effectively with multiple stakeholders in a multi-cultural environment
• Strong analytical skills to adequately anticipate demand & provide recommendations for decision making
• A working knowledge of business practices
• Knowledge of risk management and business development
• Ability to identify key issues in a situation and to think creatively and strategically in facing internal and external challenges

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Do you want to be a part of a mission that delivers a bold new digital world to Nigeria and Nigerians?

Then, join MTN Nigeria!

Welcome to our Y’ello family where our people are our most critical competitive assets.

If you are passionate about working for a brand that believes and invests in YOU while delivering the best value to those they serve, then THIS is the place.

Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose, all-round, in all aspects to Live inspired.

It’s a great place to work!

Take that bold step and apply today!

*Eligible Females and People with Disabilities are encouraged to apply.

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Mission:

• Oversee the operations or activities of various customer care units within MTN Nigeria and ensure timely resolution of customer issues and complaints.
• Identify service problems and employ the best solution to ensure a high-quality service for all MTNN customers.

Description:

• Serve MTNN’s customers and provide solutions to improve the customer experience.
• Partner effectively with MTNN’s critical high-value customers to enhance MTN’s corporate brand.
• Improve MTNN’s Net Promoter Score
• Develop strategies, champion a customer-centric culture across the organization, and develop or reform relationships with MTNN’s internal and external customers to transform MTNN's revenue.
• Provide leadership and advice on defined contact channel operations and set standards for related activities, as well as establish the resources to meet customer care services.
• Develop strategies for effective customer care services in line with the goals and objectives of MTNN.
• Develop plans in support of defined operations and/or related customer care strategies, identify business resource requirements, and propose a budget for the department.
• Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
• Oversee the management of billing operations for the consumer and SME base, review related trends, and develop approaches to enhancing services and improving customer care services and experiences. Managing bill collections and reducing bad debt
• Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and in line with budget provisions.
• Manage the overall quality of billing operations by handling billing complaints, investigating customer complaints, and developing solutions to enhance MTNN’s services to customers.
• Develop and maintain a dispute management and escalation process, including filing disputes when billing errors are identified and tracking disputes through resolution within a specified period.
• Monitor the financial performance of various telecommunications service-related vendors as it relates to contract rates and budgeted cost models.
• Grow and oversee digital interactions and contacts through service improvements initiatives for virtual-assisted and unassisted digital channels.
• Support overall gross connections, secured services, and upgrades for both consumer and enterprise businesses through eyeballing activities.
• Process revamp and optimization through robotic process automation initiatives to drive efficiency and productivity.
• 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.
• Coach, train, and mentor the 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.

Education:

• A first degree in business management, financial management, accounting, or any social science course or any related discipline
• Master's in business administration will be advantageous.
• Fluent in English and the language of the country is preferable.

Experience:

9–17 years of relevant work experience, including:

• Manager track record of 3 years or more, with at least 3 years in the relevant sector or industry
• Work experience across diverse cultures and geographies is advantageous.
• 4 years of management experience in a customer-oriented service environment, preferably telecoms
• Experience in managing service level agreements, process improvements, and billing systems

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Mission:

To build and manage MTN Nigeria’s capacity to effectively engage, maintain, and build new relationships with its various strategic stakeholders, including equity investors, debt investors, and other relevant stakeholders.

Description:

• Liaise with the sponsoring broker and provide advice on investor targeting based on a review of the shareholder register, etc.
• Liaise with the sponsoring broker and company secretary on listing and regulatory disclosure requirements.
• In partnership with Group Investor Relations, drive investor relations contact with local and international existing shareholders, potential investors, and sell-side analysts.
• Develop the necessary templates for competitor analysis, results announcements, results presentations, and sustainability and annual reports.
• Project manage, or work with the project manager, if such is appointed, MTN Group Mergers & Acquisitions, MTN Group Investor Relations, and the project advisers, to effect the localization of MTN Nigeria, in accordance with the requisite approvals, in a commercially acceptable manner.
• Oversee the review of and input on investor road shows, proposed prospectuses, and other relevant listing documents.
• Ensure all disclosure requirements are met, and identify ways to enhance disclosure.
• Develop content and collateral for the results presentation, the Stock Exchange news service, conference call scripts, press releases on financial information, and internal documents.
• Create content for CEO results and conference presentations to communicate a clear and concise story on strategy and performance.
• Identify ways to enhance disclosure in line with the recommendations set by the existing regulatory disclosure requirements and corporate governance codes in Nigeria.
• Timeous reporting to the Board and Management as well as the MTN Group Investor Relations regarding MTN Nigeria periodic reporting, any material developments, any Stock Exchange or other announcements.

Education:

• First degree in any related discipline
• Fluent in English and the language of the country is preferable.
• Possession of an MBA or Business Degree Post Graduate qualification (CFA, CIS) will be advantageous.

Experience:

6–13 years of working experience, comprising:

• Manager track record of 3 years or more (added advantage); with at least 3 years in relevant sector or industry
• Outstanding verbal and written communication skills
• Outstanding personal carriage, presence, influence, and authority
• Track record/evidence of significant business and social network

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Description

• Provide feedback  on consumer usage and perceptions of MTNN product and services for product evaluation and business development 
• Report on competitor activities regarding retail sales and services within the regions 
• Maintain brand alignment in rendering sales and services in service centre environment 
• Manage support services in assigned to the service environment – e.g. security guards, cleaners etc 
• Assist the Customer Care Manager in the implementation of service initiatives
• Plan and Execute Team Building Activity 
• Oversee technical activities and associated administrative duties in the Service Centre 
• Supervise account setup and data entry vigilantly for customers
• Co-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information.
• Manage customer retention/ loyalty through various initiatives e.g., in-store promos, etc.
• Assist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.
• Provide technical, procedural and policy guidance to customer care representatives and other operational staff and supervise all technical activities and administrative duties in the customer assistance centre.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Ensure adherence to schedules and other defined rules and regulations within the assistance centre and that procedures are followed to promote meaningful communications between customers and customer care representatives.
• Co-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.
• Assist in design, review and update of processes, policies and procedures (PPP’s) in line with organizations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.
• Assist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.
• Coach and train team members to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and techniques and approaches required to optimize services.

Education:

• First  degree in any relevant discipline  
• An MBA will be an added advantage
• Fluent in English

Experience:

3 - 7 years’ experience including:

• Experience working in a medium-sized organization 
• Experience in a customer facing operations environment
• Experience in a supervisory role
• Experience in query resolution
• Experience in general ledger reconciliations