Jobs at MTN Ghana

Responsible for overseeing the operations of the sales team, building new customer base and organising sales activities towards target achievement.

Job Role

• Assist sales representatives and team to meet and exceed goals
• Maintain inventory and ensure items are in stock
• Handle customer questions, complaints, and issues.
• Track weekly, monthly, and quarterly sales performance
• Generate Call Reason Report and recommend appropriate actions
• Maintain a database of all potential leads from all EBD engagement platforms (Digital, Call & Physical)
• Drive Loyalty to EBD customers through customer 360 information and initiate appropriate engagement platforms.

Education

• Minimum of a Degree in Marketing or a related field

Experience:

• Minimum of 2 years’ relevant experience. A telecoms background would be an added advantage

Professional/Technical competencies:

• Knowledge of the market and industry
• Strong knowledge in Marketing segmentation
• Customer Experience management
• MS Office Application
• Appreciation of all P10 initiatives
• Appreciation of BRIGHT strategy
• Knowledge of call center & IVR systems
• Knowledge of Customer Experience processes

Skills / physical competencies:

• Excellent communication and presentation skills
• Excellent organizational skills
• Team working ability
• Customer satisfaction measurement
• Effective time management and ability to prioritize
• Ability to manage conflict
• Initiative and enthusiasm, and the ability to multi-task
• Ability to work under pressure and tight deadlines
• Result oriented
• Strong interpersonal skills
• Reporting

Behavioural qualities:

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships

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Is responsible for the complete lifecycle management of all IS Service Level Agreement (SLAs) contracts and their respective vendors and partners. You will form strategic relationships and influence the proper selection of IS suppliers. You will partner with key stakeholders to ensure process, compliance, and performance of our IS vendors with the goal to optimize the delivery of best in class value and services to our customers. You will also support the division with budget and financial record keeping and budget spend analysis. Communicate effectively with divisional heads and representatives to identify IS budgetary requirements for respect divisions. Performs the purchasing function (quoting and invoicing) for all of IS.

Job Role

• Periodic performance evaluation and assessment of all vendors/partners
• Ensure all SLA renewals is done with input from previous year’s improvements and updated and relevant performance indictors
• Build relationships internally and externally to drive cost alignment and efficiency through the entire vendor lifecycle
• Apply industry best practices and facilitate contract terms and negotiations to satisfy our requirements
• Influence the selection of vendors and partnerships of strategic value
• Manage the contract renewal process, tracking utilization, coordinating QBRs, and sizing deals accordingly.
• Develop regular reporting, KPIs, and critical issues.
• Manage vendor delivery as part of a team delivering critical projects.
• Lead or participate in any IT RFP/RFI processes for new vendor selection.
• Plan, develop and identify strategies to measure and track long term IS performance outcomes.
• Provide support in constructing performance-based, accountability-driven vendor/business partner agreements.
• Define and document processes for ongoing capture, monitoring, management and communication of key metrics and outcomes of service contracts.
• Ensure SLAs do not expire before the renewal date.
• Ensure contracts are signed and by renewal of all SLAs
• Drive a culture of continuous improvement, including root cause analysis and corrective action.
• Develop vendor policies and procedures to maximize performance and service quality.
• Partner with Finance and Accounting to manage and support IT purchase requisitions Manage cross-functional teams to improve business planning methods.
• Manage Infrastructure budget planning and tracking, and infrastructure inventory lifecycle tracking.
• Accountable for developing and implementing business planning activities for the division and gathering of IT requirements from the entire business and other divisional requirements for budgetary purposes.
• Liaise with relevant stakeholders (management, technical and operating personnel) within client organizations to review requirements, present proposed action plans, discuss and resolve technical, administrative and management problems and issues
• Working with business partners to understand business needs
• Converting business requirements and plans into actionable IT services
• Translating business needs/strategies into IT requirements and source IT services to meet requirements (current and future)
• Compile motivations for Capex projects required in the Division and liaise with Capital Projects for all Capex Steering Committee presentations.
• Implement policies and processes for Capacity Planning, licensing and Storage requirement
• Continuous engagement with members of teams responsible for monitoring the organization’s data processing and storage needs and develop long-term plans to meet business requirements.
• Regularly communicate plans and forecast to internal stakeholders and review plans to ensure efficient resource utilization.
• Ensure that the right tools and processes are in place to deliver effective capacity planning and performance monitoring across the organization.
• Prepare myriad of detailed performance reporting templates designed to display quantitative and qualitative results, interpretations, and implications using the Microsoft Office Suite of products.
• Recommend and implement vendor performance parameters regarding vendor delivery of products and/or services in support of business objectives.
• Responsible for managing IT infrastructure maintenance contracts.

Education

• Minimum of a bachelor’s Degree in Computer Science, Computer/Electronic Engineering or a relevant related field

Certification:

• ITIL
• Certified Performance Management Professional and Practitioner
• Certified Customer Service Performance Professional
• Certified Data Analysis

Experience

• Minimum of 5 years consistent work experience covering similar functions in multinational telecommunication and manufacturing companies.
• 3 years of which must have been in a supervisory role with exposure in the sphere of IT systems testing

Training

• Performance Management and Capacity Planning Training
• Budgeting and Project Financing Training
• Business Analysis

Knowledge & Technical Competencies:

• Good user knowledge of the Microsoft Office applications suite
• Change Control Process
• Knowledge of project management methodologies and associated processes
• Incident and Problem Management Process
• Supplier management and negotiation skills
• IT Governance Framework
• Understanding of CoBIT 5

Skills / physical competencies:

• Analysis and problem solving skills using critical and innovative thinking
• Persistent drive for quality and results.
• Strong facilitation skills.
• Excellent verbal and written communication skills
• Strong interpersonal skill.
• Exceptional analytical ability.
• Imaginative and ability to work under pressure.
• Strong interpretation skills.
• Customer service orientation

Behavioural qualities:

• Team Player
• Decisive
• Confident
• Independent
• Self-motivated

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships

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• Develop the relevant and targeted marketing strategies for SME & Public Sector segment
• Develop & launch new products in SME & Public Sector space considering the full marketing mix
• Manage existing products to ensure optimal performance is derived (Promos/Offers, improvements, bundling, retirement etc)
• Plan & deliver product and services which meet specified performance and cost criteria as per the approved business case
• Drive proposition creation within the SME & Public Sector segment
• Select, manage and maintain relationships with high quality, professional service providers
• Manage segment (Churn, revenue, segment performance, revenue, ARPU, usage, customer insights etc)
• Drive collaborative market stimulating innovative activities in conjunction with SME&

Public Sector sales teams.

• Track and monitor compliance of SME & Public Sector services in line with regulatory framework.
• Ensure best GTM practices are maintained for new and existing products to yield ROI
• Perform extensive and thorough product management on existing and new product portfolio to generate incremental revenue

Education

• Minimum of a Degree in Marketing, Business or Information Technology

Experience:

• Minimum of 2 years’ experience in IT, Telecom, Product Development, SME proposition creation, Enterprise pre-sales management
• Basic knowledge and skills in Products / Services, Quality Control and Process Improvement & Management

Professional/Technical competencies:

• In depth knowledge of the market and industry
• Knowledge of the range of the content provider& Digital advertising partners
• Understanding of technology and services
• Knowledge of standard office practices and procedures
• Good working knowledge of Microsoft office (Word, Excel, PowerPoint, Outlook)
• Knowledge in analytics and reporting

Skills / physical competencies:

• Team player/builder, Self-starter, results oriented
• Excellent customer service
• Strong verbal and written communication skills
• Strong time management and organizational skills
• Detail oriented with strong administrative follow-up and follow-through
• Strong interpersonal skills
• Demonstrated analytical, negotiating, and problem-solving skills
• Presentation skills
• Financial literate
• IT literacy

Behavioural qualities:

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships

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• Supports strategy formulation, Scope definition, milestone and performance measures for Technical Projects.
• Coordinate alignment and integration of the cross-functional areas required to facilitate project initiation, management, close and financial and benefits tracking through participation in portfolio governance structures and PPMO defined practices
• Monitors performance to indicate performance to delivery plan and achievement of related objectives and KPIs against the BRIGHT dashboard
• Monitors and proactively advises on business and project risk evaluation and mitigation measures, in conjunction with the risk and compliance function
• Work with Line Manager to plan and implement stakeholder engagement/interaction with Project Owners and Project Managers responsible for Technical Projects.
• Supports proper recording, tracking and maintenance of all Technical Project’s documents.
• Liaise with Project Managers to track Vendor performance.
• Identify inadequacies in processes and project outcomes.
• Provide reports on specifications, project and process changes.
• Liaise with Business Risk Management function for timely resolutions of audit recommendations.

Education

• Minimum of a Degree in Business Administration/Management or Engineering

Experience

• Minimum of 3 relevant years of experience in a Project Management environment.

Knowledge & Technical Competencies:

• Highly experienced in MS Office Tools (e.g. Excel, PowerPoint, Word, Microsoft Project, Visio)
• Adequate Knowledge of Project Management tools and techniques
• Adequate Knowledge of Business Analysis
• Adequate Knowledge of Reporting & Assurance
• Adequate Knowledge of Stakeholder Management
• Adequate Knowledge of Communication & negotiation
• Adequate Knowledge of Contract Management
• Adequate Knowledge of Data gathering and consolidation
• Adequate Knowledge of Data tools and analytics
• Adequate Knowledge of Risk Management
• Basic Knowledge of Program Portfolio Management
• Basic Knowledge in GSM Network elements
• Basic Knowledge of Supply Chain Management
• Basic Knowledge of Financial Management
• Basic Knowledge of Budgeting and Cost Control

Skills / physical competencies:

• Ability to manage conflict.
• Ability to focus on priorities and plans, manages and monitors work effectively           Good written and verbal communication, presentation Skills,
• Analytical thinking and Problem-solving abilities.
• Ability to handle issues with tact and diplomacy
• Ability to manage own time and workload and juggle conflicting priorities
• Professional approach to work
• Ability to facilitate effective cross functional meetings.
• Good facilitation and Consultancy skills

Behavioural qualities:

Must live the MTN Values of

• Can Do; Integrity; leadership; Innovation; Relationships