MTN Nigeria which is the leader in telecommunications in the
Nigeria, and also a part of a diverse community in Africa and the Middle East,
is an instantly recognizable brand.
It’s through our compelling brand that we at MTN Nigeria are
able to attract the right talents and
skills who we carefully nurture by
continuously improving our employment offerings even beyond reward and
recognition. MTN Nigeria is recruiting for the following position:
Job Position:
Customer Support Manager
Job
Description
v
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.
v
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.
v
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.
v
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.
v
Role model the vital behaviors needed to sustain
organizational 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
v
Carry out periodic liquidity management checks
on Agents to ensure constant availability of Float and cash to serve customers
v
Resolve all MFS Super and Retail Agents queries
and complaints relating to commission payments
v
Review agreed activity and performance reports
for Management reporting to ensure relevance, accuracy and timeliness.
v
Review, update and implement PPPs
v
Manage the relevant ECW modules and database for
MFS and provide system support
v
Build and acceptance network of Merchants to
accept Mobile Money as a means of payment.
v
Give necessary support to the Channel team and
Agents.
v
Provide overall operations support for the
operations of MTN Nigeria Mobile Financial Services system.
v
Work closely with management team to develop and
implement organization strategies, policies and procedures with a view to
improve MTN Nigeria MFS operational systems in support of organization’s
mission.
v
Drive and implement new MFS Customer Support
initiatives in line with market dynamics to enhance competitive advantage and
foster achievement of divisional targets.
v
Ensure timely processing and management of MFS Super
and Retail Agents’ commissions to
ensure prompt and accurate payment
Job
Requirement
v
Minimum of 6 years post degree
v
Fluent in English
v
Experience working in a medium to large
organization
v
Experience in developing marketing mix and
implementation
v
Experience in managing banking operations will
be an advantage
v
Business process improvement and analysis
experience.
v
Possession of a postgraduate qualification such
as Master of Business Administration (MBA) will be an advantage
v
Minimum of 3 years’ experience in an area of
specialization; with experience in supervising/managing others
v
Experience & Training
v
Normal MTNN working conditions
v
Regional and national travel
v
Basic banking/financial services operations
v
ECW fundamentals
v
Qualification
v
BA, BEd, BEng, BSc, BTech or HND
How to Apply
Interested and qualified candidates should Apply Here
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