MTN Nigeria Recruitment

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MTN Nigeria – The leader in telecommunications in Nigeria, and a part of a diverse community in Africa and the Middle East, our brand is instantly recognisable. It is through our compelling brand that we are able to attract the right talents who we carefully nurture by continuously improving our employment offerings even beyond reward and recognition.

Manager, Service Operating Centre Assurance

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 6 – 13 years
  • Location: Lagos

Job Description

  • Build a relationship between network health, business objectives and Customer Experience and Service Quality (translating NPM KPIs into customer experience)
  • Proactive and Reactive customer care for HVCs, Service Quality Management for entire customers
  • Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
  • Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
  • Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
  • Relating with Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
  • Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
  • Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
  • Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
  • Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive improved experience
  • Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • 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.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.

Job Condition

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

Requirements, Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 6-13 years’ experience in telecommunication environment which includes:
    • 3 years’ experience in Network Measurement & Customer complaint resolution
    • 3 years’ experience in Quality management
  • Good understanding of GSM Technology, ITIL Process,
  • Good knowledge of network technologies across verticals.

Training:

  • Power Business Intelligence
  • Gaining Insight & Creating Value with Business Intelligence
  • SIX SIGMA (Green Belt)
  • Customer Experience Management
  • Mobile Network Architecture and operations

Minimum qualification

  • BEd, BEng, B.Sc, BTech or HND.

Customer Experience Management Engineer – HVC & Non-HVC

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 3 – 7 years
  • Location: Lagos

Job Description

  • Provide Front Line Interface for monitoring services via CEM Tools, such as monitoring of SOC Dashboards and CEI.
  • Active monitoring of customer experience index (CEI), key quality index (KQI) of HVCs, non HVC and top priority locations.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
  • Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
  • Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
  • Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
  • Incident management
  • Ensure NPS and Customer Experience Index improvement as agreed by the business.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management
  • Provide direction on service level measurement issues.
  • Monitor the performance and report against KQI and CEI
  • Provide direction on Customer Experience measurements
  • Provide direction on how to effectively Manage Customer Complains

Job Condition 

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

Experience & Training   

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Expert understanding in mapping KPIs to KQIs and QoE model
  • Understanding TM forum and Frameworx
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement Training:
  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model
  • Ability to prioritize escalations based on customer impact
  • Ability to Define End-to-End CEM, QoE indices
  • Development of CEM frameworks that support service quality management
  • Ability to translate network USE Cases into network quality indicators.
  • Report measurable KQIs in line with TM forum
  • Quality of report
  • Accuracy of report
  • Timely report
  • Prompt and accurate escalation of faults
  • Prompt and accurate statistical reports generated Availability of network performance statistics
  • Customer satisfaction index
  • Closure of assigned faults
  • Conformance to criteria for reporting

Minimum Qualification

  • BEd, BEng, BSc, BTech or HND

Service Quality Analyst

  • Job Type:Full Time
  • Qualification: BA/BSc/HND
  • Experience: 3 – 7 years
  • Location: Lagos

Job Description

  • Drive improvement of service KQIs through deeper insights, trend analysis, Problem Management and advanced troubleshooting, of service degradations and customer escalations.
  • Coordinates all the network related customer escalations from CR, CEM, Marketing, network functional departments and managed service vendors for quick resolution
  • Drive and execute policies, processes and procedures aimed at improving quality of experience for high value customer (HVC) and priority locations.
  • Champion a service culture within the operations team and maintains service and operations-level agreements with other departments.
  • Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
  • Provide service level demarcation/recommendation on ways to eliminate or reduce network problems
  • Engage with Managed Service Vendors to deliver improved Customer Experience
  • Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
  • Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
  • Relating with Business intelligence providing network insight to BI and interleaving network capacity and performance to financials and business objectives
  • Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
  • Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
  • Analyze and Report on Network Exceptions highlighting specific areas impacting on customer experience to provide a lead to resolution teams for targeted QoS improvements
  • Ensure NPS and Customer Experience Index improvement as agreed by the business.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

Job Condition

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

Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years’ experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Expert understanding in mapping KPIs to KQIs and QoE model
  • Understanding TM forum and Frameworx
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement

Training:

  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model
  • Ability to Define End-to-End CEM, QoE indices
  • Development of CEM frameworks that support service quality management
  • Ability to translate network USE Cases into network quality indicators.
  • Report measurable KQIs in line with TM forum
  • Quality of report
  • Accuracy of report
  • Timely report
  • Prompt and accurate escalation of faults
  • Prompt and accurate statistical reports generated
  • Availability of network performance statistics
  • Customer satisfaction index
  • Closure of assigned faults
  • Conformance to criteria for reporting

Minimum qualification

  • BEd, BEng, BSc, BTech or HND

CEM & Service Expert

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 3 – 7 years
  • Location: Lagos

Job Description

  • Responsible for producing quality, secure and resilient designs for new or improved services.
  • Responsible for defining the detailed requirements of the business needs, and validate service solution design.
  • Value created by optimizing business operations and assurance
  • Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
  • Identify innovative ways for measuring, improving or reporting business insights
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
  • Help different functional areas in fulfilling their commitments through timely and insightful analyses
  • Support development and deployment of customer experience management systems and tools as may be required
  • Interpret data, analyze results, prepare reports, dashboards for SOC operation metrics/KPIs/SLAs.
  • Service model setup and configuration.
  • Define essential components of use case models, including their interrelationships.
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.

Job Condition

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

Experience & Training  

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years of experience in telecommunication environment
  • Experience in business process modelling, analysis & design
  • Good understanding of GSM Technology, ITIL Process
  • Minimum of 3years Expert competence in mapping Key Performance Indicator (KPI)s to Key Quality Indicator (KQI)s and Quality of Experience (QoE) model
  • Minimum of 3 years’ experience in business process modelling, analysis & design
  • Skilled in leading process analysis and based ITIL and TM Forum.
  • Good knowledge of network technologies across domains
  • Understanding TM forum and Framework
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Foundation Certificate in HR Practice
  • Basic Conditions of Employment (local context)
  • ICT for Non-technical Staff
  • HR PPPs
  • HRIS Fundamentals.

Telecoms Training:

  • Power Business Intelligence
  • RAN, Core CS &PS domain
  • Customer Experience management platforms
  • Key concepts of CEM framework and CEI model.

Minimum qualification

  • BEd, BEng, BSc, BTech or HND.

CEM Data Analyst

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 3 – 7 years
  • Location: Lagos

Job Description

  • Execute big data analysis based on CEM tools and other agile digital platforms and provide business functions with intelligence
  • Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
  • Identify innovative ways for measuring, improving or reporting business insights
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
  • Help different functional areas in fulfilling their commitments through timely and insightful analyses
  • Support development and deployment of customer experience management systems and tools as may be required
  • Deliver actionable business insight and recommendations.
  • Evaluate impact of service degradation on the customer KPIs, business objectives
  • Identify opportunities for building new use cases by understanding & translating raw data & KPIs
  • Execute ad-hoc data analytics requests
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from data analytic and cognitive information in the CEM platforms.
  • Provide direction on service level measurement issues.
  • Monitor the performance and report against KQI and CEI
  • Provide direction on Customer Experience measurements
  • Provide direction on how to effectively Manage Customer Complains

Job condition:

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

Experience & Training

  • First degree in Electrical & Electronics, or related fields.
  • 3 – 7 years experience in telecommunication environment
  • 4 years’ experience in business process modelling, analysis & design
  • Good understanding of Hive, Apache PIG, Storm and SPARK
  • Ability to run SQL over Hadoop and also manage Big Data Northbound interfaces
  • Network Operations Analytics and Failure Demarcation
  • Knowledge of Big data management in non-SQL environment
  • Good knowledge of network technologies across verticals.
  • Big Data Dashboard implementation
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Familiarity with implementing analytics solutions with one or more Hadoop distributions (Cloudera, Hortonworks, MapR, HDInsight, EMR)
  • Familiarity with streaming data ingestion
  • Proficient in Python and/or Java
  • Familiarity or strong desire to learn quantitative analysis techniques (e.g., predictive modeling, machine learning, segmentation, optimization, clustering, regression) Training:
  • Power Business Intelligence
  • Big Data Management system and brokers
  • Predictive analytics
  • Big data analysis
  • Hadoop database management
  • Customer Experience management platforms
  • Big Data architecture and Deployment

Minimum Qualification

  • B.Ed, B.Eng, B.Sc, B.Tech or HND

CEM System Support Engineer

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 3 – 7 years
  • Location: Lagos

Job Description

  • Responsible for System routine maintenance and software lifecycle audit
  • Ensures smooth integration of new systems and protocols
  • Assist in planning and designing databases for customer experience management.
  • Ensure that installed platforms functionalities are optimal and maintained periodically.
  • Create scripts that will automate platform operational efficiency.
  • Ensure platform availability by ensuring Geo redundant solutions are deployed.
  • Transfer knowledge and skills on new database
  • Provide a wide variety pf administrative support services to the department and also support the other database structures and data.
  • Maintain records of MoP and research results, using standard back up procedures.
  • Work on the database/code management review and documentation.
  • Uphold all customer information security and enforce all the non-disclosure agreements.
  • Deliver Quality, accurate and timely reports
  • Prompt and accurate escalation of faults
  • Availability of system performance statistics
  • Ensure closure of assigned faults
  • Value created from customer engagement & Operations
  • Value from positive customer experience index/NPS
  • Work with IS teams, IP security, system vendors and NID to ensure system configuration of hardware/software is performed, capacity managed efficiently and system available.

Job Condition

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

Experience & Training

  • First Degree in Electrical & Electronics, or related fields.
  • 3 – 7 years of experience in telecommunication environment
  • Experience in system administration and Windows and UNIX operating systems
  • Experience in Oracle and Sybase database
  • Good understanding of SQL and scripting
  • Good knowledge of network technologies across verticals.
  • Capable of leading process analysis and providing objective feedback on areas of improvement Training:
  • 10G Oracle database training
  • Node manager training e.g OSS, INM, u2000 administration
  • RAN, Core CS &PS domain
  • Power BI and data analysis
  • Normal MTNN working conditions
  • May be required to work extended hours

Minimum Qualification

  • BEd, BTech, BSc, BEng or HND.

Manager, CEM Analytics

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 6 – 13 years
  • Location: Nigeria

Job Description

  • Execute a forward looking Digital Transformation strategy using cognitive Analytics and Artificial Intelligence.
  • Carryout analysis of Applications, Contents, Location, Terminals etc. and drill down to provide insight into customer preferences and use this to provide insight to the business unit on customer behavior’s and patterns
  • Manage the cross-functional service delivery through prompt availability of business insights and intelligent analytics.
  • Lead the delivery of improved service KQIs Operationalize business-wide CEM framework
  • Drive the strategy migration from network centric to customer centric business and digital transformation.
  • Support the service alignment towards artificial intelligence and self-defined network
  • Ensure platform availability and well defined KQIs.
  • Drive seamless delivery of new use case requests and reporting, as well as service availability of the CEM platform.
  • Guarantee best in class customer experience management
  • Perform usage analysis and patterns and provide insight on possible reallocation of MTN resources to ensuring SMART planning
  • Serve the Division’s internal customers and provide solutions to improve the customer experience.
  • 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.
  • Drive an increase in MTNN’s Net Promoter Score.
  • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management

Job Condition

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

Experience & Training

  • First Degree in Electrical & Electronics, or related fields.
  • 6-13 years’ experience which includes:7 years’ experience in service solution designing and operations in telecommunication environment
  • Good understanding of GSM Technology, ITIL Process,
  • Good knowledge of network technologies across verticals.
  • Ability to perform standard analyses such as performance analyses, competitive analyses, market analyses
  • Good understanding of Hive, Apache PIG, Storm and SPARK
  • Ability to run SQL over Hadoop and also manage Big Data Northbound interfaces
  • Network Operations Analytics and Failure Demarcation
  • Knowledge of Big data management in non-SQL environment
  • Good knowledge of network technologies across verticals.
  • Big Data Dashboard implementation
  • Capable of leading process analysis and providing objective feedback on areas of improvement
  • Familiarity with implementing analytics solutions with one or more Hadoop distributions (Cloudera, Hortonworks, MapR, HDInsight, EMR)
  • Familiarity with streaming data ingestion
  • Proficient in Python and/or Java
  • Familiarity or strong desire to learn quantitative analysis techniques (e.g., predictive modeling, machine learning, segmentation, optimization, clustering, regression)
  • WCDMA Trans overview & design
  • HSPA+ Capacity & Dimensioning
  • HSPA+ Protocols & Procedures
  • HSPA+ Workshop
  • HSPA+ Trouble Shooting
  • LTE Air interface
  • LTE EPC Core network
  • UMTS CSFB Overview Training:
  • Power Business Intelligence
  • Gaining Insight & Creating Value with Business Intelligence
  • SIX SIGMA (Green Belt)
  • Big Data Management system and brokers
  • Predictive analytics
  • Big data analysis
  • Hadoop database management
  • Customer Experience management platforms
  • Big Data architecture and Deployment.

Minimum Qualification

  • BEd, BEng, BSc, BTech or HND.

Manager, CVM Commercial – Value Proposition

  • Job Type: Full Time
  • Qualification: BA/BSc/HND
  • Experience: 6 – 13 years
  • Location : Lagos

Job Description

  • Responsible for implementation of Customer Value Management Strategy. (CVM – Value Proposition E2E Management)
  • 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).
  • Lead 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 effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
  • Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external)
  • Serve MTNN’s customers and provide solutions to improve the customer experience.
  • Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
  • Drive an increase in MTNN’s Net Promoter Score
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviors and impact on non-compliance on bottom line results and company image/reputation.
  • Work closely with project managers to ensure that progress is in line with customer value management Roadmap, any risks or issues are actioned upon timely, provide subject matter expertise where required
  • interface with OpCo stakeholders, Group Management Service stakeholder and consumer divisional heads (not limited to) in order to ensure effective and efficient operations
  • Ensure teams collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.
  • Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand
  • Collaborate with other functional heads to enhance key elements of the consumer business model
  • Collaborate with Group Management Services/Group Technology and OpCo leaders to add and / or modify suite of services/support provided and  develop standard templates and reports
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration;
  • Support the creation, of outbound and inbound marketing frameworks.
  • Drive the implementation of outbound and inbound marketing frameworks.
  • Develop key inputs such as eligibility rules, arbitration prioritization, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities;
  • Assist with the definition and build of the customer decisioning logic/rules.
  • Manage the campaigns for outbound and inbound customer contact activity, based on the customer contact plan and requirements from Customer value management Base Marketing teams.
  • Ensure the effective management of the customer decisioning logic/rules
  • Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits
  • Prepare the detailed Monthly BTL Plans to be followed by the Campaign Management team. Report progress, risks and issues to be acted upon
  • Manage contact management activities and implement customer contact rules and ensure compliancy within the MTN
  • Implement customer contact policies and plans in line with MTN consumer strategies and measure effects and report results to related departments
  • Identify sales training and development needs and manage skills enhancement programs for the virtual sales team to ensure enterprise sales targets are fully met.
  • Review performance against agreed KPIs and compliance to SLAs
  • Create and monitor plan for continuous improvement
  • Review performance of teams

Job Condition:

  • Normal MTNN working conditions.

Experience & Training
Education:

  • First  degree in any relevant discipline
  • Industry certification(s) and/or post-graduate/professional qualification(s) in a related field (an added advantage)

Experience:

  • 6-13 years of experience comprising:
  • Manager track record of at least 1 year or above
  • 3-5 years of customer value/lifecycle management experience in general terms
  • Out of which 3 years’ experience in Telecoms (Segments/CVM teams)
  • Experience of customer segmentation, profiling and campaign strategies
  • Experience in Data Mining, Analysis and Insights using(SAS,KNIME,ORACLE,MS EXCEL)
  • At lease 3 years knowledge of CVM & Campaign Management process
  • Experience in project management
  • Good knowledge/experience of identifying competitive environment, consumer trends and trade practices in the industry
  • Good knowledge/experience of identifying opportunities and risk across various customer segments
  • Good knowledge/experience of developing and managing targeted CVM value propositions for the identified opportunities and risks
  • Good knowledge/experience of analyzing the outputs of the activities managed and its development across time to meet the pre-set targets

Minimum Qualification

  • BA, B.Ed, B.Sc or HND

Method of Application

Use the link(s) below to apply on company website.

Deadline: 29th August, 2018