NEW ONGOING RECRUITMENT AT MTN NIGERIA\nMTN Nigeria \u2013 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.\nWe are recruiting to fill the vacant position below:\nJob Title: Team Leader \u2013 Customer Operations (Supervisory)\nLocation:\nIbadan, Oyo\nJob Descriptions \n\n\tManage the operations and general activities of the customer assistance centre within the regional location.\n\tLead and manage a team of customer care representatives to deliver excellent customer care and implement customer service operational plans\n\tMonitor and prepare periodic report on sales for management review.\n\tAssist in monitoring customer relationship management (CRM) operations, identifying trends and delivering optimum service to customers.\n\tProvide 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.\n\tAct 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.\n\tEnsure Key Customer Data is adequately captured and prompt documentation of transactions and collect data and information on customer care needs\/issues.\n\tEnsure 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.\n\tCo-ordinate and monitor the activities of Customer Care Representatives and facilitate prompt and complete dissemination of relevant information to team members.\n\tAssist in design, review and update of processes, policies and procedures (PPP\u2019s) in line with organisations value proposition and communicate service standards to the operations so that quality customer satisfaction is achieved.\n\tAssist in carrying out customer related research and assist in coordinating customer satisfaction index and brand perception survey.\n\tCoach 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.\n\tReview performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.\n\tCapture 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\n\tEstablish and maintain professional business relationship with customers, collection agencies and trade organizations.\n\tCollaborate with relevant departments\u2019 e.g. marketing in deploying promos\n\tContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.\n\tFoster active collaboration and relationships with employees across all levels and divisions in line with MTN\u2019s VB and values.\n\tDrive Knowledge Management and Best Practice Sharing within own Unit\/Department\/Division\/Enterprise-wide as required.\n\tProvide feedback on consumer usage and perceptions of MTNN product and services for product evaluation and business development\n\tReport on competitor activities regarding retail sales and services within the regions\n\tMaintain brand alignment in rendering sales and services in service centre environment\n\tManage support services in assigned to the service environment \u2013 e.g. security guards, cleaners etc\n\tAssist the Customer Care Manager in the implementation of service initiatives\n\tPlan and Execute Team Building Activity\n\tOversee technical activities and associated administrative duties in the Service Centre\n\tSupervise account setup and data entry vigilantly for customers\n\tCo-ordinate document vetting activities, ensuring the completeness and accuracy of all documents and information.\n\tManage customer retention\/ loyalty through various initiatives e.g., in-store promos, etc.\n\nJob Condition\n\n\tNormal MTNN working conditions\n\tMay be required to work extended hours\n\tOpen plan office\n\nExperience & Training \nExperience:\n\n\tMinimum of 3 years\u2019 experience in an area of specialization; with experience in supervising others\n\tExperience working in a medium organization\n\tExperience in a customer facing operations environment\n\tExperience in a supervisory role\n\tExperience in query resolution\n\tExperience in general ledger reconciliations\n\nTraining:\n\n\tTeam building\n\tPractice of supervision\n\tConflict Management\n\tCustomer life time value\n\tBudgeting\n\tService Segmentation\n\tResource Planning\n\tProcess Engineering\n\tProduct knowledge\n\tBrand Management\n\tLoyalty & Churn Management\n\tCustomer Intelligence\n\tICT Technologies\n\tChange Management\n\tMS Office Suite\n\tBusiness Activity Modelling\n\nMinimum Qualification \n\n\tBA, BEd, BEng, BSc, BTech or HND\n\nJob Title: Senior Officer \u2013 Sourcing (Supervisory)\nLocation:\nLagos\nJob Description\n\n\tTo 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.\n\tTo ensure that all purchase orders passing through for payment within MTN finance complies with the standard best practices and policies governing them\n\tAssess suppliers where necessary, evaluating their products and capabilities as suppliers; and review and compare supplier price quotation.\n\tAssess strategic, financial, accounting, tax or legal impact of procurement activities to ensure that policy is directed towards achieving the utmost benefit to the company.\n\tValidate and approve purchase orders within prescribed limits and escalate purchase orders above limits.\n\tCoordinate the monitoring of purchase orders raised on the computerized system.\n\tEnsure that complete records of Purchase Orders are properly kept (data packs) and ensure adequate documentation of buying activities in the Purchase Log.\n\tReview 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.\n\tCoordinate and distribute RFQs amongst the Buyers and other staff for effective man-hour utilisation, task clarity and efficient delivery of customer\u2019s needs.\n\tCommunicate procurement activities to user departments and liaise with all stakeholders to ensure that process efficiency is upheld.\n\tEnsure stakeholders compliance with policies and procedures and adherence with all SLAs relating to Procurement Unit.\n\tEnsure user department get their PR \/PO issues resolved amicably.\n\tContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.\n\tFoster active collaboration and relationships with employees across all levels and divisions in line with MTN\u2019s VB and values.\n\tDrive Knowledge Management and Best Practice Sharing within own Unit\/Department\/Division\/Enterprise-wide as required\n\nJob Condition:\n\n\tNormal MTNN working conditions\n\tMay be required to work extended hours\n\tOpen Plan Office\n\nExperience & Training\nExperience:\n\n\t3 \u2013 7 years\u2019 experience in an area of specialisation; with experience in supervising others\n\tExperience working in a medium organization\n\tExperience in purchasing function,\n\tProficient in MS Office Applications and other Microsoft tools\n\tAbility to understand IFS and apply it to work\n\n\n\tAdvanced PC skills\n\tProficient use of IFS\n\nMinimum Qualification\n\n\tBSc, HND or BEd\n\nJob Title: Senior Manager, Network Security Planning\nLocation:\nLagos\nJob Description\n\n\tSecure MTN strategic network assets through efficient planning, design, optimization and operation of the network.\n\tEnsure critical enterprise network security infrastructure, architecture and best practices supports the present and future subscriber base as well as MTN products and services.\n\tSupport the Shareholder return strategy by developing and implementing the Division\u2019s 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).\n\tParticipate 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.\n\tParticipate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.\n\tEnsure minimal loss on CAPEX\/network operations from a network security perspective \u2013 target to be determined.\n\tServe MTNN\u2019s customers and provide solutions to improve the customer experience.\n\tDrive an increase in MTNN\u2019s Net Promoter Score\n\tStrategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image\/reputation.\n\tDrive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.\n\tPartner with MTNN\u2019s Ecosystem Partners to deliver business value.\n\tCollaborate 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.\n\tNetwork 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.\n\tEnsure development of enterprise network security architectures (e.g., people, processes, technology)\n\tManage development of security architectural and development standards for all Network domains \u2013 (Data Centre, Radio, Core, IP, etc)\n\tDevelop Network security monitoring and performance management process to improve customer experience\n\tEnsure 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\n\tDetermine 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;\n\tEnsure network security performance and optimization inputs reflect in new designs & configuration to ensure alignment with performance strategy and KPIs\n\tEnsure development of network security architecture for network operations as well as MTN developing business areas (Mobile, colocation, Enterprise, digital, EBU)\n\tDefine network reference architecture (IT & telecoms) to manage threats, monitor implementation & compliance\n\tEnsure that technology, infrastructure, topology and capacity are designed to achieve performance KPIs as well as commercial targets\n\tRefine MTN Security reference architecture and test this architecture against MTN implementation and update as part of continuous security posture improvement\n\tDefine future state security architectures in alignment with MTN technology strategy\n\tManage CAPEX\/OPEX Budget and support the end-to-end business planning process (PPOE presentation, BoQ and Equipment ordering)\n\tObtain inputs and validate the MTN security reference architecture with key MTN partners and suppliers\n\tResponsible for design and architectures for MTN wide risk mitigation of key risk areas\n\tDetermine 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;\n\tEvaluate and manage outsourced \/ third-party technologies and hosting environments to ensure they provide adequate protection for the processing, transmission, and storage of MTN\u2019s information;\n\tManage development of architectural and development standards for all network devices and their security;\n\tEnsure standardized and aligned approach driven from Group Information Security for security architecture across MTN including own OPCO.\n\tIntegration of designs to enterprise solutions such as response, monitoring, authentication, compliance etc.\n\tProvide periodic feedback to management about IP Network Security programs.\n\tSupport 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.\n\tAwareness of vectors and threat landscape and continuously seek self-professional development to sharpen capabilities in an evolving digital world.\n\tContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.\n\tReview the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.\n\tCoach and train IP Network Security team to ensure understanding of the objectives and goals of the department, awareness of set targets\/requirements\n\nJob Condition:\n\n\tNormal MTNN working conditions\n\tMay be required to work extended hours\n\nExperience & Training\nExperience:\n\n\t9-17 years of relevant working experience in GSM Network planning & operations (specifically security).\n\t5 Years\u2019 experience in managing and implementing large scale IP Network security projects\n\t5 Years\u2019 experience in GSM Network operations, planning , design and capacity management (specifically Security)\n\t5 Years\u2019 experience in IP core network technologies of a telecom environment\n\tExperience in forecasting long term network growth and technology direction\n\t4-5 years working experience in managing information security in a large organization\n\tExperience in designing and implementing organisation wide IP Network security architecture and framework\n\tAdvanced working understanding of the information technology and networking environment of a telecom company\n\nTraining:\n\n\tRelevant GSM \/ 3G \/4G\/5G Technical Training (Focusing on Cyber Security)\n\tRelevant Planning, Forecasting & data analysis trainings.\n\tBusiness Planning, Financial Evaluation and business feasibility reporting\n\tFinancial Management\n\tNew technologies seminar \/ training\n\tVendor\/Contract management training\n\tPeople management training\n\nMinimum Qualification\n\n\tB.Eng, BSc, BTech or HND.\n\tHOW TO APPLY:\n\t\n\thttps:\/\/careers.mtnonline.com\/Vacancy.aspx\n\nApplication Deadline 13th May, 2019.