With over 50 million subscribers, MTN Nigeria is the largest subsidiary in the MTN Grou at p, Africa’s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call in Nigeria following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations in August 2001. Since our entry into the market, MTN has become an intrinsic part of Nigerian social and economic life, offering a wide range of products and services which act as a catalyst for fiscal and human development. We have also demonstrated our belief in Nigeria not only by investing billions of dollars in infrastructure and facilities, but by also investing in areas of need, thereby giving back to society. In May 2005, the MTN Nigeria Foundation was created to spearhead a robust corporate social responsibility agenda. MTN Nigeria subsists on the core brand values of the MTN Group – Leadership, Integrity, Relationship, Innovation and a Can do attitude. We also offer a unique Employee Value Proposition centred around the following five pillars: – Brand Strength – Leadership Brand, – Investing in our Talent, – A Globally Diverse Culture – Total Reward and Recognition. As we progress with our operations, MTN embraces a win-win ideology that will ultimately stimulate economic development and a vibrant, stable society.
Job Title: Customer Support Manager
Job description
• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
• Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
• Work closely with management team to develop and implement organization strategies, policies and procedures with a view to improve MTNN MFS operational systems in support of organization’s mission.
• Drive and implement new MFS Customer Support initiatives in line with market dynamics to enhance competitive advantage and foster achievement of divisional targets
• Ensure timely processing and management of MFS Super and Retail Agents’ commissions to ensure prompt and accurate payment
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.
job description job description
• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
• Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
• Work closely with management team to develop and implement organization strategies, policies and procedures with a view to improve MTNN MFS operational systems in support of organization’s mission.
• Drive and implement new MFS Customer Support initiatives in line with market dynamics to enhance competitive advantage and foster achievement of divisional targets
• Ensure timely processing and management of MFS Super and Retail Agents’ commissions to ensure prompt and accurate payment
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.
• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
• Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
• Work closely with management team to develop and implement organization strategies, policies and procedures with a view to improve MTNN MFS operational systems in support of organization’s mission.
• Drive and implement new MFS Customer Support initiatives in line with market dynamics to enhance competitive advantage and foster achievement of divisional targets
• Ensure timely processing and management of MFS Super and Retail Agents’ commissions to ensure prompt and accurate payment
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.
• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy. This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
• Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
• Work closely with management team to develop and implement organization strategies, policies and procedures with a view to improve MTNN MFS operational systems in support of organization’s mission.
• Drive and implement new MFS Customer Support initiatives in line with market dynamics to enhance competitive advantage and foster achievement of divisional targets
• Ensure timely processing and management of MFS Super and Retail Agents’ commissions to ensure prompt and accurate payment
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.
job condition
• Minimum of 8 years post degree
• Fluent in English
• Possession of a postgraduate qualification such as Master of Business Administration (MBA) will be an advantage
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in developing marketing mix and implementation
• Experience in managing banking operations will be an advantage
• Business process improvement and analysis experience.
job condition job condition
• Minimum of 8 years post degree
• Fluent in English
• Possession of a postgraduate qualification such as Master of Business Administration (MBA) will be an advantage
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in developing marketing mix and implementation
• Experience in managing banking operations will be an advantage
• Business process improvement and analysis experience.
• Minimum of 8 years post degree
• Fluent in English
• Possession of a postgraduate qualification such as Master of Business Administration (MBA) will be an advantage
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in developing marketing mix and implementation
• Experience in managing banking operations will be an advantage
• Business process improvement and analysis experience.
Experience & Training
• Normal MTNN working conditions
• Regional and national travel
• Basic banking/financial services operations
• ECW fundamentals
Experience & Training Experience & Training
• Normal MTNN working conditions
• Regional and national travel
• Basic banking/financial services operations
• ECW fundamentals
• Normal MTNN working conditions
• Regional and national travel
• Basic banking/financial services operations
• ECW fundamentals
• Normal MTNN working conditions
• Regional and national travel
• Basic banking/financial services operations
• ECW fundamentals
Minimum qualification BA, BEd, BEng, BSc, BTech or HND Minimum qualification Minimum qualification BA, BEd, BEng, BSc, BTech or HND BA, BEd, BEng, BSc, BTech or HND BA, BEd, BEng, BSc, BTech or HND
How to Apply
Click Here to Apply Online
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