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 recognizable.
It is through the 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.
Applications are invited from interested and qualified candidates to apply for the job vacancies at MTN Nigeria Plc.
Manager – Core Wallet
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
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Job Description:
- Responsible for setting the overall Fintech product/product line strategy and vision, ensuring timely and robust planning and execution all through the product lifecycle; including, gathering and prioritizing product and customer requirements and finally ensuring the successful deployment of the product in the needed areas. The role is also expected to understand and map customer journeys in order to be able to pre-empt typical demands and cater to them in-time.
Description:
- Ensure effective implementation of the functional strategy
- Assist in review of the sub-functional strategy and roadmap, to ensure its alignment with the changing dynamics of the internal and external ecosystem
- Comply with the set governance mechanisms, under supervision from the functional lead
- Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, under direction from the SM Payments and Business
- Evaluate the efficiency and effectiveness of Core Fintech Product strategies and propose and offer suggestions for improvements
- Work closely with SM Payments and Business to develop and deploy Fintech Core wallet product roadmap in the OpCo, in line with the overall Group strategy, and ensure appropriate prioritization of projects is undertaken
- Conduct extensive market and region research and create realistic user stories for solution optimization
- Customize group provided Fintech core wallet product design in line with OpCo specific local nuances and take sign-off from higher management
- Benchmark region best practices and conduct extensive research to identify appropriate pricing for Fintech core wallet products. Develop proposals to amend products pricing in line with country level nuances
- Monitor revenue and cost for the core wallet product portfolio to maintain profitability as per organization strategy and business plan
- Collaborate with the CVM to develop & analyze loyalty/reward programs
- Research and analyze customer behaviour in specific geography to design loyalty rewards, in line with the overarching guidelines set by Group
- Benchmark best practices in the market, prepare business case and present to senior management
- Collaborate with Marketing to identify potential strategic partners to drive the rewards program
- Manage promotional calendar with third party services to drive sales growth back into the business
- Manage the loyalty program operations (including transactions on rewards to be disbursed)
Qualifications and Requirements:
-
- Bachelor degree in Computer Science, Engineering, Commerce or a related field.
- Fluent in English
Experience:
- 6-13 years relevant experience in a similar position.
- Experience in Wallet Platform Products and or Fintech is preferred
- Experience working in a global/multinational enterprise with a good understanding emerging markets is preferred
Click Here To Apply
Specialist – Onboarding Operations
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
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Job Description:
- Provide a value-driven and customer-centric approach that ensures customers, merchants, and agents derive maximum benefit from our products and services.
- Guide and support customers throughout their onboarding journey, ensuring they are well-grounded, equipped to succeed while providing user-friendly support, and even celebrating milestones when a customer becomes Revenue Generating Subscriber (RGS).
Description:
- Onboard Customers using functional strategy cascaded by the functional lead for continuous relationship.
- Assist in review of the onboarding strategy and roadmap, in collaboration with the functional lead, to ensure its alignment with the changing dynamics of the internal and external ecosystem.
- Assist in the evaluation baseline of Service Level Agreements (SLAs) and KPIs, when required.
- Assist in the preparation of proposal on change initiatives SLA, policies and procedures, when required.
- Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to functional lead.
- Develop and execute onboarding campaigns across multiple channels, including search engine marketing (SEM), social media, email marketing, display advertising, and content marketing.
- Collaborate with internal and external stakeholders to create, engage and effective improve onboarding process such as pop messages, landing pages, and visual content of all onboarding journey.
- Continuously optimize campaigns based on data-driven insights, aiming to improve performance and drive better ROI.
- Collaborate with cross-functional teams, including creative, content, and web development, to align MoMoPSB initiatives with overall strategies and goals.
- Work closely with the GTM and Sales team to ensure consistent messaging across all digital channels.
Qualification and Requirement:
- Degree in Analytics or business, or any related discipline or its equivalent
- Additional certifications in data Analytics are a plus.
- Relevant post graduate qualification is an advantage
Experience:
- 3 – 7 years of experience in an area of specialization; with experience with working with others
- Experience working in a medium organization
- Proficiency in the use of Microsoft office tools
- Journey mapping; prototyping and framing
- Experience in data analysis, problem solving and reporting/presentation
- Experience working in a medium organization
- Strong analytical skills
- Experience in Enterprise Data Management
- Strong Microsoft Excel and PowerPoint skills
- Business Planning and Analysis, preferably within the telecommunications sector
- Experience in Customer Care and Management
Click Here To Apply
Specialist – Customer Support
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
- Join our Group to receive Job Alerts on WhatsApp, Click HERE
Job Description:
- Responsible for providing exceptional customer service to our clients, handling their inquiries, resolving issues, and ensuring their overall satisfaction. You will work alongside the customer support team to pass on or receive information regarding customer needs.
Description:
- Resolve customer escalations sent to MoMo Operations Teams.
- Escalate issues that will result in optimal time, scope, productivity, and cost or resource impact to customer support manager.
- Execute projects initiated in the specific sub-function.
- Abide by the established objectives, targets, and budgets for the sub-function, when required.
- Document identified key risks, issues and dependencies and set mitigation actions, with guidance from the customer support manager.
- Prepare documentation required for sign-off on tactical changes.
- Report on a daily basis to the customer support manager relating to progress made within the work area and in accordance with the measurement metrics set by the organisation.
- Report on an ad hoc basis on specific projects, as required.
- Educate clients on new offerings, features, and benefits to enhance their understanding and encourage product adoption.
- Maintain accurate records of customer interactions, inquiries, and complaints in our CRM and Ticketing system.
- Conduct periodic quality assessments of customer interactions, identify areas for improvement, and implement necessary training or process enhancements.
Qualification and Requirement:
- Bachelor’s degree in a relevant field (e.g., Business, Finance, or Customer Service)/or equivalent work experience.
- Relevant post graduate education an advantage
Experience:
- 3 – 7 years of experience in an area of specialization; with experience with working with others
- Proven experience in a customer service role, preferably within the financial industry.
- Excellent verbal and written communication skills, with the ability to convey complex information clearly and concisely.
- Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
- Detail-oriented and highly organized, with the ability to handle multiple tasks and prioritize effectively.
- Proficient in using CRM systems and other relevant software applications.
- Knowledge of financial products, services, and regulations is highly desirable.
- Ability to maintain professionalism and composure in high-pressure situations.
- Demonstrated commitment to delivering exceptional customer experiences.
CLick Here To Apply
Senior Manager – Channel Management
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
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Job Description:
- To coordinate and provide overall management for all distribution channels with the aim of achieving efficient product distribution and service availability.
Description:
- Develop strategies and champion a customer-centric culture across the organization, and develop or reform relationships with MTNN’s internal and external customers to transform the company’s revenue.
- Strategic Partnerships with MTNN leadership team to drive awareness of expected behaviors and the impact of non-compliance on bottom-line results and company image and reputation
- Participate in Contract negotiations to reduce costs and drive the MTNN Value Creation Philosophy.
- Network and build solid relationships with internal units and relevant third parties (e.g., strategic investors, technical and financial partners, business consultants, etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
- Develop and execute plans for sustainable channel growth and development.
- Coordinate channel activities to ensure product availability across the market.
- Develop strategies for effective market penetration based on existing channels.
- Generate periodic channel assessment reports for channel performance reviews.
- Define and implement communications strategies that will support a differentiated MTN brand position that sets the organization apart from the competition.
- Identify consistently the most effective channels to communicate the MTN Brand in the marketplace.
- Liaise with sales channel management to identify and attend to specific distributor or channel needs and resolve problems.
- Drive the adoption of New Growth Opportunities for the Business within the Trade channels.
- Oversee the initiation and management of sales activation at identified key retail points.
- Ensure trade programs meet business objectives and trade channel requirements.
- Manage the development of relevant Visibility solutions to support Sales and Marketing programs.
- Establish a commercial footprint for various channels that shadow the network roll-out.
- Execute strategies for effective market penetration based on existing channels.
- Execute strategies to optimize channel performance based on assessments and reports.
- Ensure a full understanding of the telecommunications industry’s (Global and Local) trends and developments in order to assess the strategic technology and regulatory impact on MTNN’s current and future business.
- Establish processes and standards for impact assessment and evaluation of systems and technologies with regards to customer experience.
- Review market intelligence and competitor insight and develop approaches for penetrating the market based on existing channels, identifying constraints, challenges, and trade-offs of the approaches.
- Monitor and review channel profitability, dealer performance, and sales performance trends, and generate periodic channel assessment reports for channel performance review.
- Provide leadership and direction in the operations, leading the team to deliver on their respective business targets and improve the overall performance of the department.
- Coach 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 career development.
- 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.
Qualification and Requirement:
- First degree (in Economics, Administration, or Communications preferred)
- Fluent in English and the language of the country is preferable.
Experience:
- 9–17 years’ experience, including:
- A manager’s 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.
- 8 years of sales and marketing experience (ideally in distribution)
Click Here To Apply
Advisor – Benefit and Recognition
Job Specifications:
- Full Time
- Required Qualifications: BA/BSC/HND
- Location: Lagos | Nigeria.
- Join our Group to receive Job Alerts on WhatsApp, Click HERE
Job Description:
- Provide support to the HR function in the areas of Workforce Analytics, Reporting, Metrics and Strategy Development.
Description:
- Analyze workforce, business and external data to uncover patterns and relationships and provide valuable insights to enable MTNN gain competitive advantage through its talent practices.
- Develop statistical models to enhance decision quality in people management to achieve business objectives.
- Drive quality assurance of HR data and enhance existing data sources.
- Carry out research on HR practices and benchmark MTNN HR practices internally and externally.
- Review processes and identify possible methods of assessment and indicators for measuring process performance.
- Track, monitor, analyze and report on key performance metrics using scorecards, dashboards, etc; also generating variances and trend analysis.
- Provide customized reports and data analysis as assigned by Senior Manager, Reward.
- Monitor implementation of HR Business Plan and report on completion.
- Drive implementation of technology enabled human resources processes.
- Respond to all levels of employees for query resolution on remuneration related issues in a timely and supportive manner.
Qualification and Requirement:
- First degree preferably in social sciences, numerate or any other relevant degree
- Fluent in English
Experience:
- 3 – 7 years experience in an area of specialization; with experience with working with others
- Experience working in a medium organization
- Experience in formal business analysis, or consulting / advisory role
- Experience in Human Resources is desirable
- Previous work experience in applying Analytics/Statistics to business outcomes
