MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lagos, Abuja and Port Harcourt. MTN paid $285m for one of four GSM licenses in Nigeria in January 2001. To date, in excess of US$1.8 billion has been invested building mobile telecommunications infrastructure in Nigeria. Since launch in August 2001, MTN has steadily deployed its services across Nigeria. It now provides services in 223 cities and towns, more than 10,000 villages and communities and a growing number of highways across the country, spanning the 36 states of the Nigeria and the Federal Capital Territory, Abuja. Many of these villages and communities are being connected to the world of telecommunications for the first time ever. The company\'s digital microwave transmission backbone, the 3,400 Kilometre Y\'elloBahn was commissioned by President Olusegun Obasanjo in January 2003 and is reputed to be the most extensive digital microwave transmission infrastructure in all of Africa. The Y\'elloBahn has significantly helped to enhance call quality on MTN network.
Reports To: Manager - Service Delivery
Division: Customer Relations and Experience
Mission:
- Ensure proper design, implementation, and availability of technical support for user systems within assigned division/ department
Description:
- Work with multiple stakeholders across the business to define new business processes and facilitate process improvement on existing processes.
- Maintain key controls and review processes, where applicable, to ensure operating integrity and compliance with internal and external regulators as prescribed for the business unit.
- Effectively communicating key process changes, summarizing complex items into simple models or visuals that can explain the key points and impacts of the change and share this with stakeholders at multiple levels to gather input, feedback, and engagement on the future state design of processes.
- Identify, plan and implement key projects to improve quality, reduce costs, increase productivity resulting in significant business improvement and customer satisfaction.
- Coordinate efforts with project teams, including business, IT, and third parties to identify processes, apply Lean/Six Sigma principles, and coordinate with teams to develop/implement automation solutions.
- Drive business process improvement efforts to ensure that standardization, efficiencies and best practices are employed while leveraging systems, automation and other solutions as needed.
- Provide process analysis and improvement expertise to support functional and cross functional teams to develop and manage process change and operational improvement across the organization.
- Undertake relevant impact assessment(s) to appraise and evaluate options for the identified business process /system improvements.
- Review information and trends to ensure that the output of processes is achieving the desired results and that services are meeting agreed upon service levels
Education:
- First degree in any relevant discipline
- Fluent in English.
Experience:
3 – 7 years’ experience in an area of specialization; with experience working with others
- Experience working in a medium organization
- Experience in Customer Care and Management
- Some experience in formal business analysis
Method of Application
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