Manager - Service Fulfillment 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: Manager - Service Fulfillment

Job ID: 5494
Location: Ikoyi, Lagos
Employment Type: Full-time
Job Category: MTN Level 3
Reports To: Senior Manager - FTTH Service Fulfilment
Division: Fixed Broadband

Mission

• Develop and manage end-to-end service fulfillment operations for FTTx customers, as per SLA and business objectives. Develop effective strategies for optimal home connections and achievement of targets.
• Plan and own team management to accelerate home broadband connections for high-value customers in a professional, agile manner with an uncompromising concern for safety, quality, aesthetics, and time.
• Ensure management of contractors and external stakeholders with strict guidelines and governance mechanisms.

Description

• Manage the performance measurement and monitoring of Fibre broadband propositions / promotion / activity to ensure that it adheres to business plan and provide feedback to senior management as requested.  
• Develop competitive broadband strategies for MTN Broadband product plans, solutions, and value propositions
• Establish a commercial footprint for various channels that shadow the network roll-out.
• Value created by increase in customer base, product sales, contracts signed etc. for enterprise-wide Broadband products and services.
• New business opportunities from products launched, sector/market growth, product/process innovation, process reviews/audit implementation etc., across the company.
• Strategic alignment with NWG On rollout timelines and objectives. Develop model business cases.
• Troubleshooting of GPON, FTTx/ODN, LAN and related access technologies.
• Advance knowledge of FTTx/ODN architecture, including colour code standard for identifying fibre cables, connectors, patch cords and service terminals/boxes. 
• Participate in Contract negotiations to reduce costs and drive MTNN Value Creation Philosophy
• Drive the adoption of New Growth Opportunities for the Business within the Fibre service segment
• Manage the tracking of new job orders (JO) on DCLM, push them to appropriate home connection (HC) partners and orchestrate their fulfillment in compliance with the Standard Operation Procedure (SOP), SLA, Customer Service Etiquette and MTN Service Culture.
• Proactively manage and resolve all operational challenges experienced by HC partners during home connection visits and installation.
• Manage team to ensure that installers test broadband service and do proper housekeeping before they leave customer location. 
• Be involved in upskilling and capacity training of field service partners and installer teams - leverage diverse service fulfilment scenarios as use cases to educate and improve service standards.
• Coach and train direct reports to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Qualifications
Education:

• First degree in Social Sciences, Engineering, or IT Related Disciplines 
• Fluent in English.

Experience:
6 - 13 years’ experience which includes:

• 5 or more years’ experience in a service fulfilment role, in a telecoms, ecommerce, or financial services industry.
• Experience working in a medium organization and a multi-vendor network environment, preferably a telecommunications business environment.
• Incidence management experience on an FTTH network, including fault discovery and resolution.
• Field service management experience, including planning, scheduling, inventory management, process management, quality control and performance reporting/analytics.
• A good knowledge of GPON, LAN and related access technologies. 
• Understanding of MTN fibre broadband products – an added advantage.
• Project management, CFOT, Quality Management certifications or its equivalent will be an added advantage
• Excellent organizing, time management and problem-solving skills.
• Proficiency in Microsoft Office Tools (Word, PowerPoint, and Excel).

Application Closing Date
8th April, 2025; 10:59 PM