Jobs at Airtel Nigeria

Job Summary

• The role will define the optimal topology of the circuit switched core network to meet a premium service level and architecture; 
• To evaluate network design and define integrated planning/implementation criteria and guidelines with partners for capacity management and dimensioning of the core network; 
• Also would evaluate delivery of CS core projects to designed SLAs whilst exploring the most efficient ways to deliver any new functional requirements placed upon the CS Core Network by 2G/3G/LTE access technologies.

Key Accountabilities

• Optimal and Resilient Unified Core Network architecture to assure efficient and uninterrupted delivery of voice & next generation multimedia services
• Drive planning and design excellence by providing quality solutions to business requirements at reduced cost/time.
• Plan and facilitate the long term network evolution of CS core network within best industry practices with a side emphasis on improving CAPEX productivity and service offerings for competitive advantage.
• Facilitate the establishment of high levels of reliability and redundancy in the core network.
• Ensure that all CS core nodes (MSS, MGW, TSC, HLR, STP, etc.) are functional as per the business and network requirements including those in the EPC/LTE domain.
• Effective lifecycle management of core elements under responsible area.

Detailed and Effective Documentation:

• Ensure that the project related documentation reflects a fit-for-purpose design and complies with the contractual vendor requirements.
• On concept of solutions proffered and prior to implementation, documentation in the form of SD, HLD and LLD designs should be prepared to include technical functionality, platform design and platform integration with relevant network elements.

Capacity Planning:

• Ensure proactive network dimensioning and perform adequate expansions to cater for increasing traffic requirements.
• Perform adequate dimensioning, of all MPC/EPC related Nodes - in accordance with network growth and projections.
• Continuously being the loop of the network traffic, licenses, trends and various parameters to ensure the Network elements are operating as expected. Where required, take corrective action with input from Operations.
• Effective understanding of Operational and Business support systems (OSS/BSS) for performance reporting, Key performance indicator (KPI) monitoring and tuning for effective end to end planning of data services.
• Ensure projects are aligned with the Annual Operating Program (AOP)
• Liaise with partner teams, Airtel HQ and other departments to evaluate progress and seamless delivery of Core network projects and deployment of key networks systems from initial design to full operational handover.
• Derive maximum commercial benefit from CAPEX commitments in terms of injected capacity and services by ensuring all dependent enablers and functionality to deliver optimum services are fully implemented and functioning according to design specification

Employee Engagement:

• Provide consultation services to relevant business units including Liaison with Marketing and IT for new products and services.
• Hold necessary Kick off meetings with stakeholders where/when required.
• Maintain high Team Harmony and Engagement at all times with both internal and external teams and stakeholders.

Vendor/Partner Management:

• Ensuring that the MS/MC partners deliver the projects to the high quality expected first time right.

New Initiatives:

• Engage with business teams to understand functional needs/business problems and concerns and come up with possible plans/solutions to address these requirements cost effectively
• Technology assessments and POC trials (RFI/RFP/RFQ). Verification of solutions before roll-out.
• Analyze business requirements and processes before converting ideas to solution design of new services; where required research into new technology and development in Telecommunication industry with regards to Voice and Multimedia services.

Time Management:

• Prioritize self-workload as required to meet the fluctuating demands of business and requirements from other stakeholders.

Educational Qualifications & Functional / Technical Skills
Any of the following:

• Bachelor's / Master's of Telecommunication / Electronic Engineering Degree
• Detailed working Telecommunications experience with sound knowledge of mobile network planning and optimization
• Previous O&M understanding would also be a benefit
• Analytical and Presentation skills
• A basic understanding of 3GPP /ITU-T and ETSI standards is required

Relevant Experience:

• Minimum of 5 years varied experience in planning, implementation, operation and maintenance with a Mobile Telecommunications Network Operator or Vendor
• Vendor experience - HUAWEI, ERICSSON, ALCATEL LUCENT platforms and packet core architectures - Including Charging nodes in data networks.
• An excellent understanding of the underlying IP transport networks with applications to converged networks would be of much added benefits.
• Experience of the commercial deployment of a mobile/enhanced core network, which could include design, test and/or deployment.
• Good understanding of Interrelated domains (circuit & packet core, online & offline charging, IN protocols, next generation technologies e.g. IMS) required.
• Also a very good understanding of access network technologies (BSC, RNC) as related to core and the evolution of 3G networks moving towards 4G.
• Experience of deployment of key network systems through the delivery life cycle from initial design to full operational handover
• Good project management knowledge
• Experience in measuring and analyzing network KPI ‘key performance indicators’

Other Requirements:

• Personal Integrity and good interpersonal relationship
• Personal tenacity to succeed
• Must have excellent organizational and communication skills.
• Highly organized and good at implementation
• Time management skills with commitment to project timelines.
• Self-motivational skills
• Good analytical and problem solving skills.
• Good practical skills in troubleshooting and fault resolution for supporting operations teams as an escalation point.

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Job Summary

• The role ensures support on the end-to-end management of KYC data base by ensuring strict adherence to regulatory requirements on new customer acquisition. It also seeks to ensure time-to-time review and seeking ways of enhancing complete registration of Airtel customer base.
• The role ensures continuous optimization and improvement of business processes towards achieving excellent customer experience.
• It identifies, highlights and addresses customer pain through CSD processes improvement, Voice of the customer initiatives and Knowledge portal management. It, also, ensures maintenance and tracking of Quality of Service KPIs records and performance to guarantee regulatory compliance. Owns the VOC process of the organization.
• It ensures complete cycle of service assurance in all the regions in Nigeria while ensuring costs and time savings for the organization.

Key Accountabilities
Business KYC Management (GADs Support Function):

• Consolidation of Agile and Seam fix registration data from IT: Manual collation of data from both data base and mapping them to zones and managers, isolating group registrations before 5am daily for audit compliance check)
• Daily customer registration management for compliance audit.
• CX agile DB creation & management: Create and update CX agile DB version since access IT Agile DB was still in development stage)
• Compliance reporting and barring management: Various levels of barring listed below is managed to avoid business compliance exposure)
• Monthly GAD no KYC compliance management
• Non-compliant daily barring
• Incomplete registration barring
• Incoming traffic no reg barring
• Pre-reg barring & compliance barring report.

Quality of Service KPI Measurement, Reporting and Record Keeping:

• Work with relevant teams in CSD to implement Quality of Service KPI performance measurement/management systems.
• Coordinates the measurements of Customer Service KPIs according to the regulator’s stipulated Measurement Method.
• Works with the regulatory department to ensure they submit measured KPIs to regulator(NCC) and ensure availability of real-time performance data from the performance measurement or management systems.
• Coordinates timely publishing of measured KPIs, with the content and formats prescribed in Regulation of the Quality of Service Regulation, 2012 or as may otherwise be directed by the regulator and the organization.

Audits & QMS(Quality Management System) Awareness:

• Drives the approved process awareness and adherence culture in the assigned function guides and Support the Audits vertical and facilitate audits to drive process compliance across functions
• Ensures closure of issues raised out in audits .Also drives control excellence program along with Internal Audit team to proactively identify and close gaps in assigned function.

Process Design and Reengineering:

• Captures the VOC from the function and work in consultation with BPR team lead for Process and Policy Design and Reengineering, Designing SOPs and Check sheets, monitors and reports process KPI performance.

VOC Suites & CSAT Research/Survey:

• Involves in survey and competition intelligence functions in all the regions in Nigeria in order to drive improvement actions towards better CSAT scores in the industry and make ANG the number one player
• Conduct monthly product( Voice, Data & VAS) user experience assessment in all regions to ensure no revenue leakage and excellent customer experience
• Coordinate the process for senior management staff to capture customer(HNIs) feedback in order to identify and address customer pain points.
• Follow through on all identified VOC issues and ensure resolution.
• Coordinate monthly survey amongst customers in all regions to find their service experience in different regions.

DB Management Kyc & Reports (GADs support Function):

• CX KYC recon base management: Business source of KYC registration data
• KYC non-compliance(barring & recovery) DB management: Daily barring of flagged non-compliant numbers, sms sent to such numbers for possible recovery and unbarring. These data maintenance and daily update)
• NCC ESCALLATION BASE
• GAD Inactivity Data base: Daily GAD is received from Marketing and loaded into inactivity DB to enable us report on the Nigeria Performance to the group daily)
• Weekly and Monthly performance reports: This informs detailed data interpretation and action).

FIELD SUPPORT (GADs support Function):

• Non-active provisioning escalations : Issues involving mismatched provisioning, is resolved through detailed investigation and correction for customer satisfaction
• KYC barring escalation support: Cases ranging from failed automatic unbarring of customer line due to KYC is handled manually)
• Manual system name change update
• Sim swap data verification and support
• Group DAILY KPI report
• Opco Monthly Tracker report: Nigeria opco data source in terms of KYC compliance governance and inactivity base management)
• MD certification sign-off
• NCC non-compliant Data management: Weekly confirmation and reporting of recovered msisdn from the regulator escalated base to avoid compliance exposure and sanction.

Educational Qualifications & Functional / Technical Skills

• Bachelor of Science in any Social Science

Relevant Experience:

• Must have: Minimum of 8 years of experience in telecom industry, out of which 3 years must be in customer service with exposure to quality and service assurance management.

Other requirements:

• Excellent Interpersonal management skill
• Perseverance
• Planning and coordination
• Decision making
• Analytical skills
• Negotiation and influencing skills
• Good Team spirit
• Highly Detailed

Please note that only shortlisted candidates will be contacted.