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MTN NIGERIA RECRUITMENT 2019

The MTN Nigeria is a giant telecommunication company in Nigeria, and part of the global MTN family. Through our diverse services, we are able to recruit people with the right qualification and talent, to fill the following vacant positions:

 

Job Title: Customer Operations (Supervisory)
Location:
 Ibadan, Oyo

Description of Job Position

  • Manage the operations and general activities of the customer assistance centre within the regional location.
  • Lead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans
  • Monitor and prepare periodic report on sales for management review.
  • 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.
  • Act as a change agent in the implementation of new initiatives both within the business unit and across the organization including initiatives to reduce churn and increase loyalty of customers within segments.
  • 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 organisations 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.
    • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
    • Capture and monitor customer complaints and points of improvement and ensure complaints are promptly attended to, queries escalated appropriately and ensure customer informed of status in the resolution process
    • Establish and maintain professional business relationship with customers, collection agencies and trade organizations.
    • Collaborate with relevant departments’ e.g.  marketing  in deploying promos
    • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
    • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
    • Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required.
    • Provide feedback  on consumer usage and perceptions of MTN 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.

    Job Condition

    • Normal MTN working conditions
    • May be required to work extended hours
    • Open plan office

    Experience & Training  
    Experience:

    • Minimum of 3 years’ experience in an area of specialization; with experience in supervising others
    • Experience working in a medium organization
    • Experience in a customer facing operations environment
    • Experience in a supervisory role
    • Experience in query resolution
    • Experience in general ledger reconciliations

    Training:

    • Team building
    • Practice of supervision
    • Conflict Management
    • Customer life time value
    • Budgeting
    • Service Segmentation
    • Resource Planning
    • Process Engineering
    • Product knowledge
    • Brand Management
    • Loyalty & Churn Management
    • Customer Intelligence
    • ICT Technologies
    • Change Management
    • MS Office Suite
    • Business Activity Modelling

    Minimum Qualification    

    • BA, BEd, BEng, BSc, BTech or HND

     

     

    Job Title: Senior Officer – Sourcing (Supervisory)
    Location:
     Lagos

    Description of Job Position

  • To procure and ensure the delivery of quality goods and services in direct support of the MTN Business, at the right prices/cost, within the stipulated lead time and at the right place.

To ensure that all purchase orders passing through for payment within MTN finance complies with the standard best practices and policies governing them

  • Assess suppliers where necessary, evaluating their products and capabilities as suppliers; and review and compare supplier price quotation.
  • Assess strategic, financial, accounting, tax or legal impact of procurement activities to ensure that policy is directed towards achieving the utmost benefit to the company.
  • Validate and approve purchase orders within prescribed limits and escalate purchase orders above limits.
  • Coordinate the monitoring of purchase orders raised on the computerized system.
  • Ensure that complete records of Purchase Orders are properly kept (data packs) and ensure adequate documentation of buying activities in the Purchase Log.
  • Review relevant procurement documentation including PR, PO and ensure all relevant information is properly captured on same and that user departments have access as may be required, for tracking.
  • Coordinate and distribute RFQs amongst the Buyers and other staff for effective man-hour utilisation, task clarity and efficient delivery of customer’s needs.
  • Communicate procurement activities to user departments and liaise with all stakeholders to ensure that process efficiency is upheld.
  • Ensure stakeholders compliance with policies and procedures and adherence with all SLAs relating to Procurement Unit.
  • Ensure user department get their PR /PO issues resolved amicably.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Foster active collaboration and relationships with employees across all levels and divisions in line with MTN’s VB and values.
  • Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required

Job Condition:

  • Normal MTN working conditions
  • May be required to work extended hours
  • Open Plan Office

Experience & Training
Experience:

  • 3 – 7 years’ experience in an area of specialisation; with experience in supervising others
  • Experience working in a medium organization
  • Experience in purchasing function,
  • Proficient in MS Office  Applications and other Microsoft tools
  • Ability to understand IFS and apply it to work

Training:

  • Advanced PC skills
  • Proficient use of IFS

Minimum Qualification

  • BSc, HND or BEd

 

 

Job Title: Senior Manager, Network Security Planning
Location:
 Lagos

Description of Job Position

  • Secure MTN strategic network assets through efficient planning, design, optimization and operation of the network.
  • Ensure critical enterprise network security infrastructure, architecture and best practices supports the present and future subscriber base as well as MTN products and services.
  • Support the Shareholder return strategy by developing and implementing the Division’s processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimization etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
  • Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
  • Ensure minimal loss on CAPEX/network operations from a network security perspective – target to be determined.
  • Serve MTNN’s customers and provide solutions to improve the customer experience.
  • Drive an increase in MTNN’s Net Promoter Score
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Ensure development of enterprise network security architectures (e.g., people, processes, technology)
  • Manage development of security architectural and development standards for all Network domains – (Data Centre, Radio, Core, IP, etc)
  • Develop Network security monitoring and performance management process to improve customer experience
  • Ensure network segments, network security elements such as firewalls and anti-DDoS, Load balancers, IPS, SS7,VPN, Two Factor authentication, TACASS,  WAF, syslog etc. are designed and implemented optimally to secure MTN infrastructure perimeter, data centers and entry points
  • Determine a holistic view of security requirements by evaluating current security operations and requirements; researching Network security standards; studying architecture/platform; identifying integration issues and preparing cost estimates;
  • Ensure network security performance and optimization inputs reflect in new designs & configuration to ensure alignment with performance strategy and KPIs
  • Ensure development of network security architecture for network operations as well as MTN developing business areas (Mobile, colocation, Enterprise, digital, EBU)
  • Define network reference architecture (IT & telecoms) to manage threats, monitor implementation & compliance
  • Ensure that technology, infrastructure, topology and capacity are designed to achieve performance KPIs as well as commercial targets
  • Refine MTN Security reference architecture and test this architecture against MTN implementation and update as part of continuous security posture improvement
  • Define future state security architectures in alignment with MTN technology strategy
  • Manage CAPEX/OPEX Budget and support the end-to-end business planning process  (PPOE presentation, BoQ and Equipment ordering)
  • Obtain inputs and validate the MTN security reference architecture with key MTN partners and suppliers
  • Responsible for design and architectures for MTN wide risk mitigation of key risk areas
  • Determine holistic view of security requirements by evaluating current security operations and requirements; researching network security standards; studying architecture/platform; identifying integration issues and preparing cost estimates;
  • Evaluate and manage outsourced / third-party technologies and hosting environments to ensure they provide adequate protection for the processing, transmission, and storage of MTN’s information;
  • Manage development of architectural and development standards for all network devices and their security;
  • Ensure standardized and aligned approach driven from Group Information Security for security architecture across MTN including own OPCO.
  • Integration of designs to enterprise solutions such as response, monitoring, authentication, compliance etc.
  • Provide periodic feedback to management about IP Network Security programs.
  • Support the implementation of local and Group wide procedures, processes and awareness, security measures as well as other security solutions to ensure the security of all data, networks and new products and services.
  • Awareness of vectors and threat landscape and continuously seek self-professional development to sharpen capabilities in an evolving digital world.
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
  • Coach and train IP Network Security team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements

Job Condition:

  • Normal MTNN working conditions
  • May be required to work extended hours

Experience & Training
Experience:

 

  •   9-17 years of relevant working experience in GSM Network planning & operations (specifically security).
  • 5 Years’ experience in managing and implementing large scale IP Network security projects
  • 5 Years’ experience in GSM Network operations, planning , design and capacity management (specifically Security)
  • 5 Years’ experience in IP core network technologies of a telecom environment
  • Experience in forecasting long term network growth and technology direction
  • 4-5 years working experience in managing information security in a large organization
  • Experience in designing and implementing organisation wide IP Network security architecture and framework
  • Advanced working understanding of the information technology and networking environment of a telecom company

Training:

  • Relevant GSM / 3G /4G/5G Technical Training (Focusing on Cyber Security)
  • Relevant Planning, Forecasting & data analysis trainings.
  • Business Planning, Financial Evaluation and business feasibility reporting
  • Financial Management
  • New technologies seminar / training
  • Vendor/Contract management training
  • People management training

Minimum Qualification

  • B.Eng, BSc, BTech or HND.

Application Link: https://careers.mtnonline.com/Vacancy.aspx

 

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