Analyst - Service Integration, Customer Relations at MTN Nigeria

MTN Nigeria - 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.

We are recruiting to fill the position below:

Job Title: Analyst - Service Integration, Customer Relations

Job Identification: 1305
Location: Ikoyi, Lagos
Job Category: MTN Level 2
Job Schedule: Full time
Reports To: Manager Service Integration & Special Projects
Division: Customer Relations

Description

• Provide data and analysis to support the business planning process by management.
• Ensure generation of relevant report (daily, weekly and monthly across all retail channels for management decision making purposes.
• Audit and review of data to ensure data integrity and adherence to data governance policies.
• Provide intelligence to support business planning
• Establish logistics of delivery schedules, monitor/supervise progress and contact clients, vendors and suppliers to resolve problems
• Maintain brand alignment in rendering sales and services in service center environment.
• Collaborate with relevant departments’ e.g. Marketing in deploying promos.
• Analyze and report customer impacting trends, including Competitive Intelligence to guide management decisions
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Develop key account management tactics in line with the organization’s value proposition.
• Participate in developing and improving project management capability, standards, methods, processes that will improve performance and efficiency of the unit.
• Create, maintain and deliver high quality process documentation and process re-engineering.
• Ensure proper design, implementation and availability of technical support for user systems within assigned division/ department.
• Co-ordinate activities of Franchise outlets as regards service delivery and ensure optimum stock levels and sales in the outlets.
• Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
• Oversee technical activities and associated administrative duties in the franchise outlets.  
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Develop compelling business case, problem statement and project charter for management consideration and implementation across MTN Walk-in touch points
• Analysis and Reporting of Fortnightly regional performance using Power BI tools for management decision making
• Analysis and computation of commission due to all franchise outlets pan Nigeria
• Analyze and report customer-impacting trends, Including Competitive Intelligence, data mining using customers behavioral and spend patterns
• Maintain brand alignment in rendering sales and services in service Centre environment.
• Implementation of service initiatives in Franchise Outlets and facilitate prompt and complete dissemination of relevant information to the franchise outlets.

Requirements
Education:

• First Degree in any relevant discipline
• Fluent in English

Experience:

• 3 - 7 years’ experience which includes:
  • Experience working in a medium-sized organization
  • Experience in Change Management
  • Experience in Business planning and analysis
  • Experience in Project Management
  • Proficient use of MS Office Suite – Excel, PowerPoint.

Application Closing Date
16th May, 2022.