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: Manager – Digital Communication Channels
Location: Lagos
Job Description
- To develop an enterprise digital communications strategy and oversee the effectiveness of all internal digital communication platforms.
- Contribute to digital transformation through deployment of high performing intranet and multimedia solutions for internal campaigns and key business initiatives.
- Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
- Understanding of approved MTNN Communication Code and group-wide corporate identity guidelines and their application to digital communication materials.
- Provide key communication support to business units as well as key business-wide initiatives.
- Supervise output from creative and digital content consultants to deploy an integrated communications and engagement strategy to positively influence internal stakeholder perception.
- Develop engaging and effective digital communication campaigns for drive understanding and buy-in among critical stakeholders.
- Develop an internal campaigns and key business initiatives.
- Develop effective multi-platform/multi-stakeholder messaging via digital channels.
- Ensure that enterprise-wide intranet (SHARE) is an effective business communication tool as well as dynamic collaboration and internal bonding platform which complies with corporate identity guidelines.
- Ensure the smooth running of digital channels in the corporate section of the MTN website.
- Design, develop and deliver best-possible user-experience for all MTN Nigeria’s internal digital and communications channels including:
- The primary intranet (SHARE) and various secondary portals/content management systems
- Online Publishing platforms and the staff radio platform
- Digital screens in all locations
- Effectively communicate metrics and progress to key internal stakeholders.
- Serve as Digital Communications ambassador from a corporate, reputation management perspective, working closely with the Information Systems, Human Resources and Marketing functions as well as digital services consultants, providing strategic advice on service delivery that enhances communications and employee engagement while constantly seeking opportunities to bring creative digital/rich multimedia solutions to internal stakeholder engagement as the workplace becomes increasingly digital.
- Drive Knowledge Management and Best Practice Sharing within own Unit/Department/Division/Enterprise-wide as required.
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Coach and mentor team members to ensure understanding of the objectives and goals of the team/Unit, 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 the team, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
Job Condition
- Normal MTN work hours apply but the requirement to work outside office hours on an ongoing basis is to be expected.
- The expectation for this role is round-the-clock availability as a source and supplier of business information.
Experience & Training
Education:
- First degree in any relevant discipline
Experience:
Minimum 6 years’ experience which includes:
- Minimum of 3 years’ experience in corporate communications, digital specialization; content development for varied audiences and a large, dispersed workforce
- Experience working in a medium to large organization
- Experience in corporate communications – strategy and content development for diverse audiences
- Excellent communication, editorial and publishing skills, also video editing and radio broadcasting skills
- Knowledge of evolving, contemporary digital communication tools and techniques
- Excellent technical knowledge of digital technologies and tools such as HTML, CSS, Javascript, content management systems
- Hands-on experience using relevant software such as the Adobe Suite, Sketch up, CorelDraw, e.t.c
- Sound understanding of UX (User Experience) principles
- Effective supervisory skills, managing a diverse and high performing team
Training:
- Quality on-the-job training and advanced corporate communications/content development training
Minimum qualification:
Job Title: Manager, Corporate Communications (External Communications)
Location: Lagos
Employment Status: Permanent
Department: External Communications
Job Description
- To develop and deploy effective multi-platform, multi-stakeholder external communication strategy in alignment with governance guidelines to further business objectives.
- Participate in contract negotiations to reduce cost and drive MTNN value creation philosophy.
- Understanding of approved MTNN communication code and group-wide corporate identity guidelines and application to external and communication materials.
- Ensure key communication support for corporate events and high quality speeches/presentations for executive management as well as relevant MTN group publications.
- Supervise output from various consultants (PR, Communication and new Media) to deploy integrated communication and engagement strategy which positively influence stakeholder perception of MTN and its activities.
- Develop engaging and effective communication campaigns to drive understanding and buy-in among critical stakeholders
- Effectively communicate metrics and progress to target audiences.
- Develop effective multi-platform/multi-stakeholder communication strategies and messaging in alignment with business objectives.
- Manage production of MTN corporate publications (print and web-based), ensuring high-quality look and feel and engaging, informative content that articulates key business issues.
- Establish a working relationship with media relations, investor relations and deploy stakeholder engagement management strategies across the business to distill and align messages from diverse sources, interpret complex business information and develop bespoke communication, always ensuring quality standards of information, appropriateness and relevance.
- Drive knowledge management and best practice sharing within own unit/department/division/enterprise-wide as required.
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Coach and mentor team members to ensure understanding of the objectives and goals of the team/unit, awareness of all related job requirements and accountabilities as well as leverage human resources career development programs for staff career development.
- Identify, evaluate and track the development needs and performance of the team, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
Job Condition
- Normal MTN work hours apply but the requirement to work outside office hours on an ongoing basis is to be expected.
- The expectation for this role is round-the-clock availability as a source and supplier of business information.
Requirements, Experience & Training
Education:
- First degree in any relevant discipline.
Experience:
- Minimum of 6 years’ experience which includes:
- Minimum of 3 years’ experience in external communications and related areas of specialization involving engagement with external stakeholders
- Experience working in a medium to large organization
- Experience in corporate communications – strategy and content development for diverse audiences
- Advanced writing, editorial and publishing skills
- Knowledge of evolving, contemporary communication tools and techniques
- Effective supervisory and project management skills
- Effortless, self-assured fluency in english.
Training:
- Quality on-the – job training and advanced corporate communications/content development training.
Minimum Qualification
Job Title: Manager – Propositions and Go To Market
Location: Lagos
Employment status: Permanent
Department: Brand & Communications
Job Descriptions
- Manage the Propositions & Go To Market portfolio to profitably satisfy customer needs and aspirations across segments; support achievement of MTN’s overall vision of leadership in the Nigerian ICT space.
- Support the Shareholder return strategy by developing and implementing Marketing 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 optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
- Work with internal stakeholders to drive service delivery and availability.
- Cross functional collaborations with Segment managers, proposition Managers/owners, Customer Relations, Internal Stakeholders and Sales teams.
- Design go-to-market strategy for Mass Market propositions
- Design, develop, document, implement and measure a clear, well defined Propositions Go To Market Strategy (building on Products & Services roadmap from the Mass Market segment)
- Responsible for the development of a channel/distribution strategy in conjunction with Sales and Distribution and customer awareness by having end to end accountability of their commercial delivery into market.
- Ensure successful launch of Mass Market Propositions and drive 360 degree go-to-market execution above and through the line.
- Position MTN’s Mass Market propositions are best-in-class and best–in-market and bring MTN’s Mass Market products to the forefront of available distribution channels to increase overall service adoption and ARPU contribution.
- Provide Go To Market input into business cases for proposed Mass Market propositions.
- Working with master brand and media units to develop and execute communication strategy for Mass Market products in terms of advertising and deployments.
- Maintain a strong understanding of the marketplace and current and evolving opportunities for mobile operators and other industries with regard to MTN’s Mass Market propositions.
- Work with Brand Managers, Product Managers, Business Intelligence, Research, Sales and Customer Operations to ensure and agree proposition objectives and desired user experience.
- Develop strategic marketing plan for the regions to achieve business objectives for launched propositions, promotions and services.
- Track revenue growth for all Mass Market propositions.
- Evaluate viability of identified partnering opportunities for complementary third-party products to broaden company’s Mass Market offerings portfolio as inputs from the market.
- Collaborate with proposition owners to communicate product features and benefits and to adjust requirements as appropriate to optimize return on investment based on market feedback.
- Oversee the design, development and implementation of business/operational Go To Market tools and processes related to Mass Market offerings
- Collaborate with segment/proposition Managers to develop attractive Propositions & Go To Market packages for the High value and mobile financial services offerings.
- Define and clearly communicate the ‘why,’ ‘what’ and ‘when’ of propositions to the marketplace in collaborations with the segment manager through Internal Communications, Customer Relations, Sales and Distribution channels, regional operations, and all relevant ATL and BTL agencies in alignment with MTN’S Marketing strategy.
- 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.
- Conduct research on the market and customers, analyze data, search for trends and develop key findings, conclusions and indicated actions from qualitative/quantitative consumer and customer research.
- Work with Segment Managers and Business Intelligence team to analyze customer needs, feedback from the market and aspirations and draw relevant insights for the implementation of propositions for the Mass Market segments
- 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.
- Liaise with various stakeholders (departments, agencies/suppliers) to ensure smooth implementation of planned retention initiatives and ensure that such initiatives are implemented within budget.
- Nurture in house relationships with key stake holders to ensure smooth running of account management process
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
Job Condition
- Normal MTNN working conditions
- May be required to work extra hours
Experience & Training
Education:
- First degree in a related field
- Possession of a MBA will be an advantage
- Fluent in English
Experience:
- Minimum of 6 years’ experience which includes:
- Minimum of 3 years’ experience in an area of specialisation; with experience in supervising/managing others
- Experience working in a medium to large organization
- Experience in managing product promotions
- Experience in collaborating with and influencing both internal and external stakeholders
- A good understanding of systems, networks and mobile telecoms and mobile applications
- Project Management Experience in telecommunications marketing or consulting will be an advantage
Training:
- Telecommunication Fundamentals, Basic GSM
- Project Management
Minimum Qualification:
Job Title: Senior Manager, Customer Operations
Location: Lagos
Employment Status: Permanent
Department: Customer Operation
Job Description
- Oversee the operations or activities of various customer care units within MTN Nigeria and ensure timely resolution of customer issues/complaints
- Oversee the operations and activities of various walk-in customer service points within a designated region and ensure branded customer service
- Develop strategies and operational plans to drive the achievement of targeted sales and service objectives.
- Support the shareholder return strategy by developing and implementing CR processes that are aligned to achieving all elements on the business score card. (i.e. consistent customer experience, data sales, device sales, competitive performance (Market Share / Churn / Customer Experience (NPS)).
- Participate in the review of business processes (Headcount, Process optimisation 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.
- Design, implement and track initiatives to meet and exceed assigned financial targets across the revenue/product mix, for the regions, in alignment with MTN Nigeria and regional quarterly business and activity plans.
- Manage the integrity of inventory and cash handling within owned touch point channel
- Oversee inventory movements across regions ensuring the accurate and timely processing of mark downs, transfers & consolidations, receiving and pos transactions.
- Oversee financial viability of assigned franchise operations.
- Define, implement, measure and reward consistent epic customer experiences in line with national and regional business objectives and business initiatives, in all branded and franchised stores and physical, service-led touchpoints.
- Partner effectively with MTNN’s critical value chain partners to enhance MTN’s brand, and to meet customer-related targets.
- Improve MTNN’s relative net promoters score and attain best relative service NPS in assigned region.
- Develop strategies and champion customer centric culture across the walk in and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue.
- 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 best customer experience with focus on high quality customer interactions in the physical footprint, focus on margins, igniting commercial performance by leveraging technology and digital.
- Drive understanding and embedding of MTNN customer service levers
- Deliver customer-centric customer journeys across segments & channels;
- Leverage technology to provide effective self-service tools to empower mycustomer
- Optimize efficiency & cost-to-serve across channels via automation of front/back office processes
- Build and maintain an empowered & engaged workforce
- Create value through qualitative engagements
- Network and build solid relationships with internal units and relevant third parties (e.g. value chain partners, business consultants etc.) And develop a close working relationship with relevant information sources to provide an integrated service.
- 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.
- Set and exceed challenging commercial targets (Sim registration, Sim swap, airtime sales, NPS and issue resolution, device sales, etc) for all retail stores
- Ensure standardization in customer experience, merchandizing and retail experience across all retail touchpoints.
- Supervise all stores to ensure that all products are merchandised and all visual materials implemented according to the guidelines set
- Actively work with a set of predefined kpi’s to track and steer performance towards meeting and exceeding these targets
- Develop and execute roadmap for branded retail stores and points (lead store expansion project and identify resources needed to successfully achieve the targets)
- Provide leadership and advice on the details of customer operations and set standards for related activities; establish the resources to deliver superior customer care versus competition.
- Develop strategies for effective customer care services in line with the goals and objectives of MTNN.
- Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
- Maximize operational performance by providing adequate resources, ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
- Manage overall quality of customer operations, handling complaints, enquiries and requests in the branded MTN omni-channel way to enhance the enjoyment of MTNN’s services by its valued customers across the footprint.
- Develop and maintain dispute management and escalation process including the filing disputes when billing errors are identified and tracking disputes through resolution within specified time period.
- Monitor financial performance of various telecommunications services related vendors as it relates to contract rates and budgeted cost models.
- Track and ensure disputes are documented and accessible for reference by authorized users.
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- 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.
- Coach, train and mentor 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.
- Ensure skill transfer for staff development, motivation and business continuity.
Job Condition
- Normal MTNN working conditions
- May be required to work extended hours.
Requirements, Experience & Training
Education:
- First degree in Business Management, Financial Management, Accountancy or any Social Science course or any other discipline
- Master’s in business administration will be an added advantage
- Fluent in English.
Experience:
- 9 – 17 years relevant work experience including:
- Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry
- Worked across diverse cultures and geographies advantageous
- Management experience in a customer-oriented service environment, preferably telecoms
- Experience in managing service level agreements, process improvements and billing systems.
Training:
- Project management
- Accounting
- Coaching and mentoring
- Performance management
- Diversity management
- Service industry management
- Financial planning & budgeting
- Business intelligence
- Analytics
- Service segmentation
- Resource planning
- Ict cutting edge technologies
- Crisis management
- Innovation management
- Change management.
Minimum Qualification
Job Title: General Manager, Investor Relations
Location: Lagos
Employment Status: Permanent
Department: Financial Operations
Job Description
- To build and manage MTN Nigeria’s capacity to effectively engage, maintain and build new relationships with its various strategic stakeholders including equity investors, debt investors and other relevant stakeholders.
- Maximise stakeholder communication opportunities by providing input and ensuring an integrated & effective strategy.
- Drive increase in shareholder return by ensuring that processes in the department are aligned to achieving all elements on the business score card. (e.g. Grow market share, Grow ICT & Data revenue, Increase ebitda margins, Assure revenue, Capex returns management and Net subscriber additions).
- Champion/sponsor review of business processes (Headcount, Process optimisation, Business optimisation etc), to drive efficiency gains to ensure at least 5% reduction in divisional budget year-on-year.
- Provide strategic input to MTNN business planning
- Interpret analyst reports
- 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.
- Deliver business value through partnership with MTNN’s ecosystem partners.
- Partner effectively with MTNN’s critical high value customers to enhance MTN’s corporate brand
- Drive planned strategy for the successful delivery of MTN group and MTNN transformation initiatives focusing on customer centricity and aligned to bright.
- Collaborate with corporate affairs, including internal communications, ensuring that all communications are appropriate for external delivery regarding investor relations.
- Overall accountability for MTN Nigeria’s website (investor communications segment) ensuring it is kept up to date i.e. website design aligned to MTN Nigeria CI
- Oversee the development of materials for stock exchange announcement, conference call scripts, Q&A’s and presentations for quarterlies, interim and year end
- Oversee the timely communication to all investor relations queries in an appropriate manner.
- Develop and create board reports. Ensure material shareholder and competitor information and issues are adequately disclosed.
- Attend and represent MTN Nigeria at investor conferences and interact with high calibre personnel to position MTN Nigeria as a key African player
- Project manage and facilitate the results announcement (in collaboration with corporate affairs), events and other investor relations events
- In conjunction with MTN group investor relations and in anticipation of a possible listing by MTN Nigeria:
- Establish the objectives, policies and procedures of MTN Nigeria investor relations
- Develop necessary templates for results announcements, results presentations and the annual report
- Project manage, or work with the project manager, if such is appointed, MTN group mergers & acquisitions, MTN group investor relations and the project advisers, to effect the listing of MTN Nigeria, in accordance with the requisite approvals, in a commercially acceptable manner.
- Oversee the review of and input to investor road shows, proposed prospectus and other relevant listing documents
- Ensure all disclosure requirements are met and identify ways to enhance disclosure
- Develop content and collateral for results presentation, the stock exchange news service, conference call scripts and press releases on financial information and internal documents.
- Create content for ceo results and conference presentations to communicate a clear and concise story on strategy and performance.
- Ensure compliance with regulatory and statutory bodies including the nse, sec, cama, frc and the national code of corporate governance.
- Identify ways to enhance disclosure in line with the recommendations set by King III and subsisting corporate governance codes in Nigeria.
- Timeous reporting to MTN group finance and MTN group investor relations regarding MTN Nigeria periodic reporting, any material developments, any stock exchange or other announcements
- Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
- Coach and mentor the investor relations 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.
- Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules
- Review business environment and develop approach /strategy as well as drive strategic and multi- steps platforms of communications to proactively engage internal and external stakeholders, developing dynamic communications strategies which align local requirements with group objectives.
- Support MTN’s chief spokesperson & represent MTN and its interests in partner organizations as directed by executive management
- Be at the forefront of expectation management whilst eliciting empathy & understanding for MTN
- Liaison with MTN group investor relations
- Responsible for creating IR sections of the annual report in respect of operational and investor disclosure, including focus on the NSE compliance requirements.
- Liaise with sponsoring broker and provide advice on investor targeting based on review of shareholder register, etc.
- Liaise with sponsoring broker and company secretary on listing and regulatory disclosure requirements
- In partnership with group investor relations, drive the investor relations contact with local and international existing shareholders, potential investors and sell side analysts.
- Enhance and manage relationships with MTN Nigeria CEO, CFO, CTO and regulatory and MTN group finance and MTN group investor relations
- Build new and manage existing relationships with key stakeholders i.e. peers, seniors, investors, analysts and vendors
Job Condition
- Standard MTNN working conditions
Requirements, Experience & Training
Education:
- First degree in any related discipline
- Fluent in English
- Outstanding verbal and written communication skills
- Outstanding personal carriage , influence & authority
- Track record/evidence of significant business & social network.
Experience:
- 12 years’ relevant or related experience which includes:
- Senior management track record of 3 years or more; with at least 3 years in relevant sector/ industry as per relevant role
- Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
- Worked across diverse cultures and geographies
- Experience in investor relations /financial markets
- Good understanding of mobile telecoms industry advantageous/preferred
Training:
- Toast Masters or equivalent.
Minimum Qualification
How To Apply
Interested and qualified candidates should:
Click here to apply
Application Deadline 1st July, 2019.
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source: http://jobcenternigeria.com/latest-recruitment-at-mtn-nigeria-21st-june-2019/
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