Customer Reporting Support at MTN

The Customer Reporting Support will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect customers, providing service consultants and customers with regular reporting and analysis, additionally understanding customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.

Key responsibilities:

• Reporting to the Manager; Customer Interface, The Individual will be accountable for achieving the following objectives:
• Produce monthly SLA reports intended for customers and service consultants as directed and required.
• Identify, service improvement initiatives with defined and measurable KPI’s.
• Develop and enhance customer dashboards and automated reports.
• Engage with BI team to drive automation and value-added reporting for internal & external consumption.
• Coordinate with vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.

Key Deliverables:

• Report KPI achievements for operational KPI’s.
• Analysis of reports and provide insights to project management and business.

Education:

• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.

Education & Experience:

• Minimum, an Academic Degree in (Engineering/Computer Science/Business).
• Fluent in English and language of country preferable.
• At least 5 years’ experience in a customer reporting role.
• Experience in global/multinational enterprise, coupled with working in emerging markets.
• Proven track record of business improvement & reporting .

Competencies:

• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal, analytical, and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.