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.
We are recruiting to fill the vacant position below:

Job Title: Disaster Recovery Coordinator (Supervisory)
Location: Lagos
Job Description
• To coordinate the implementation of common Business Continuity/Disaster Recovery processes and evaluate, recommend and implement approved Disaster Recovery strategy.
• To support the overall Business Continuity Management process by ensuring that the required IT technical and services facilities can be recovered within required, and agreed, business timescales.
• Business growth, value created & cost-effectiveness achieved by process optimization
• Develop and implement a plan to provide fail-over capacity of all mission critical servers, applications and networks.
• Develop, review and standardize all recovery process and procedural standards to address routine, backup, redundancy and recovery architectures.
• Support the implementation of a Business Impact Analysis and business continuity plans
• Develop appropriate off site data and document repositories to be utilized if information were to be irretrievable at the head office due to a major disaster.
• Ensure the company’s data, data systems, infrastructure and networks are recoverable in the event of a disaster.
• Perform and analyze disaster simulations for the prompt restoration of services.
• Investigate current performance areas of IS Systems disaster recovery infrastructure and identify bottlenecks and develop ideas for performance improvements and implementation.
• Input into the DR Plan and execute in line with agreed schedule
• Drive and close of all DR related project and operation activities
• Track and monitor the implementation of changes that may impact Business Service Continuity
• Ensure all disaster recovery databases and file systems synchronization are up to date. Drive to closure where issues arise with systems that are not in-synch
• Develop, track and report all operations issues as it relates to Business Service Continuity.
• Ensure all failover tests, dry runs and back/up recovery activities are up to date. Track any issue to closure
• Develop and update all Disaster recovery procedure documents for all Mission Critical Processes
• Lead and direct disaster recovery testing for all Mission Critical Processes
• Draft Business Continuity Committee reports to be reviewed by the SM BSC.
• Support in the tracking of all IT related Risk , update Risk Register accordingly
• Develop and update all Business Continuity PPPs

Job Title: Analyst Loyalty (Supervisory)
Location: Lagos
Job Description
• To provide active support in Loyalty Management operations to drive retention and consistent spend of High Value customers within the MTN base.
• Tracking effects of Loyalty efforts on customers and the business as per set business objectives.
• Manage the automated loyalty system and ensure timely reports on behavior of High Value customers are shared with Loyalty Manager and other stakeholders.
• Work with the Loyalty Manager on using business adjacencies to drive retention within the High Value base
• Liaise with cross functions to ensure potential loyalty customers are tracked and upsold to the loyalty base.
• Drive the management of the loyalty reward scheme end to end by monitoring and tracking the disbursement of the various approved rewards to the prestige base customers.
• Transform and analyze data for proper reporting and analysis.
• Prepare briefs and other necessary documentation towards planned Loyalty management activities.

Job Title: Consultant, Transformation Office
Location: Nigeria
Job Description
• Provide internal consulting support and facilitate Transformation Office engagement to translate aspirations into initiatives and projects.
• Support financial/business case development, problem solving, content development of strategy, and transformation initiatives
• Collaborate with various stakeholders to translate aspirations into initiatives and projects
• Implement project and change management practices across the transformation.
• Focus on content development for initiatives and projects which are required to be incubated by the Transformation Office.
• Facilitate diagnostics and problem solving workshops, applying economic/business principles and recognizing intricacies of complex problems, to develop innovative solutions.
• Deploy rigorous analytical and data synthesis skills; in particular develop decision support models to guide strategy and key operational decisions.
• Support the identification and framing of projects in response to market/industry dynamics, business unit priorities, and enterprise-wide priorities.

Job Title: Customer Relationship Officer, Customer Operations
Location: Lagos
Job Type: Permanent
Job Description
• Contribute to the sustenance of the MTN brand by providing high quality customer care to all MTN’s customers through assigned media/ within designated location
• To drive productivity ,professionalism and operational efficiency in the attainment of excellent service delivery
• Up and Cross sell MTN products and Services (Telemarketing) to grow spend.
• Ensure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs/issues.
• Monitor Accounts as assigned by partners.
• Prepare standard and ad hoc reports on sales for management review and carry out statistical / data compilation/reconciliation, as directed, to ameliorate service.
• Educate customers on MTN products and services, functionalities, features and competitive advantage
• Capture and monitor customer complaints and points of improvement and ensure complaints and queries are promptly attended to and escalated appropriately
• Establish and maintain professional business relationship with customers to enhance MTNN’s business, image and services.

Job Title: Field Activation Manager
Location: Nigeria
Job Description
• To develop strategy and drive acquisition of MFS customers through Field activation.
• Propose effective route-to-market options in implementation of all defined strategies for customer activation & retention.
• To manage and monitor customer activation and provide basic enablement for smooth operations across all regions /cross functional units.
• 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.

Job Title: Analyst, Performance Analysis and Reporting (Supervisory)
Location: Lagos
Job Description
• To ensure growth in MTNN’s base in line with the strategic business objectives
• Propose effective route-to-market options in implementation of all defined strategies for customer retention.
• To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.
• Prepare MFS reports, develop forecasts and make fact-based recommendations to management for improved profitability
• Perform data and trend analysis of all revenue generating transactions, commissions, targeted campaigns within Mobile financial services
• Participate in developing quarterly reforecasts and annual plans and ensure relevant business rules are applied in the budget process and forecasting scenarios for MFS
• Provide analytical commentary to support the analysis, risk assessments and forecasts
• Analyze market and economic conditions in order to develop metrics to measure performance and drive profitable growth
• Accumulate and maintain all MFS customer related data

Job Title: Manager, Customer Acquisition and Compliance
Locations: Lagos, Abuja and Port Harcourt
Job Description
• To ensure growth in MTNN’s base in line with the strategic business objectives
• Propose effective route-to-market options in implementation of all defined strategies for customer retention.
• To manage and monitor customer SIM Card Registration across all regions and provide basic enablement for smooth operations across cross functional units.
• Support the Shareholder return strategy by developing and implementing Sales & Distribution 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.
• Assist department in conducting demand planning, forecast product performance, develop budgets for the upcoming year and implement plans to achieve the desired targets.
• 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.

Job Title: Customer Support Partner (Supervisory)
Location: Lagos
Job Descriptions
• To provide first line resolution of queries and enquiries from MFS agent network nationwide
• To assist first line back office support for internal and external customers relating to agent account management
• Up and Cross sell MFS Services to grow spend
• Taking agents through USSD process when required
• Collate and forward agents numbers to be provisioned for 182
• Forward and follow through agents number to be whitelisted for *502# before registration
• Set up of approved MFS agents on the system
• Report to the line manager any fraudulent activity noticed on agent/customer account.
• Escalate issues to support teams and follow through for resolution
• Participate in the generation of daily, weekly, monthly reporting and all reporting activities as the need arises
• Conduct post implementation test on MFS products and service and share outcomes with relevant stakeholders for continuous product improvements
• Assist in implementing effective, proactive, quality processes at the operating level that will positively impact quality and enhance agent and customer satisfaction.
• Educate agents, Customer care representative on MFS products and services, functionalities, features and competitive advantage

Job Title: Mobile Financial Services, Regional Operations
Locations: Kano, Asaba, Lagos, Ibadan, Port-Harcourt
Job Descriptions
• To implement the MFS business objectives within the region, through the development and implementation of innovative marketing and trade initiatives.
• Co-ordinate execution of Regional MFS marketing strategies to drive MTNN’s value and growth aspirations.
• Propose effective route-to-market options in implementation of all defined strategies for Customer, Agent &Merchants
• To plan and manage the distribution of financial services and products through MTNN channels
• Drive efficiency and effectiveness of customer education & agent distribution in driving the financial inclusion objective
• Co-ordinate execution of Regional trade marketing strategies to drive growth aspirations in the financial services space, invariably MTNN’s value.
• Generate customer insights/financial services needs of various segments within the region

For application details, visit…>>> http://www.infomaza.com/mtn-nigeria-recruitment-3