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Manager - Operations Customer Management at MTN Nigeria

MTN NigeriaLagos, Nigeria Project Management
Full Time

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.


To support, maintain and optimize the number management, provisioning and billing systems for MTNN. This includes all provisioning processes associated with subscriber phone numbers (MSISDN and SIM/IMSI), including all other operations around activation, rating and billing for both GSM and Fixed Line accounts, as well as enhancing the procedures and processes associated with the operations and maintenance of business rules for all downstream BSS systems in MTNN. The incumbent will play a major role in defining Application specification  in response to evolving business needs.


  • Articulate implementation approach for Number Management, General Provisioning, Customer Management, Rating, Retail and Wholesale Billing based on needs of user departments, in line with corporate goals and business objectives.
  • Develop solutions to support immediate and long term requirements of business in line with approved standards and framework, including, SDLC process and General IT solution deployment standard such as eTOM/NGOSS and ITIL framework for Business System Solutions (BSS) and Operational Systems Solutions (OSS), and effective and efficient Project Management framework.
  • Identify, develop and implement improvements to effectively manage people, systems, processes and operations.
  • Participate in the selection of suitable technologies and negotiate/manage contracts with suppliers accordingly.
  • Monitor and ensure that operational delivery of system outputs are met in line with OLAs and SLAs.
  • Advise business users of the best possible solutions based on their requirements, growth, emerging technologies and MTNN’s objective.
  • Manage system enhancements through core system upgrades/migration to new/more robust platforms in line with technology refresh initiatives, etc.
  • Ensure prompt resolution of issues and provide prompt feedback on escalated incidents relating to general provisioning processes, rating and billing in line with ITIL framework and best practice.
  • Implement Service Improvement Programs (SIPs) to address issues identified through periodic review of common incidents and escalations to proactively eliminate service disruptions and ensure full adherence to effective service delivery and service management.
  • Liaise with vendors and suppliers to deliver support and solutions
  • Manage vendors and ensure SLAs are met through extensive review/negotiation of SLA agreements.
  • Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.
  • Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.


  • First degree in Computer Science or related field from a reputable institution
  • Fluent in English
  • Master’s degree in related field will be an added advantage


  • 6 - 13 years’ experience which includes:
  • Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
  • Experience working in a medium to large organization
  • Experience in Retail billing, wholesale billing, CRM and resource systems within the telecoms environment 

Method of Application

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