Website MTNNG MTN Nigeria

MTN is the largest mobile telecoms provider in Nigeria

Job description

  • To manage and ensure quality of the Customer Experience.
  • Manage closed loop feedback systems and ensure a constant increase in the NPS score.
  • Support the Shareholder return strategy by developing and implementing CR Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).
  • Participate in the review of Business Processes (headcount, process optimisation etc), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.
  • Participate in Contract negotiations to reduce cost and drive MTNN Value Creation Philosophy.
  • Serve MTNN’s customers and provide solutions to improve the customer experience.
  • Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.
  • Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.
  • Improve MTNN’s Net Promoters Score
  • Network and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.
  • Partner with MTNN’s Ecosystem Partners to deliver business value.
  • Collaborate with other business units in the development of business models for use in MTNN and develop measurement strategies to support ongoing strategy development and project optimization.
  • Design, execute and maintain a Quality Assurance strategy across all areas of CR, including the necessary definition, development and deployment of quality assurance strategies that align with overall MTNN business
  • Managing within an outsourced environment
  • Track and report on Closed Loop Feedback roll out and NPS (Net Promoter Score) to senior management.
  • Focus on Total Quality Management from a Customer Experience perspective
  • Liaise with Technical teams for the deployment of system based Customer Centric PPP’s
  • Focus on Touch point & process Audits
  • Create and implement Audit criteria and procedures.
  • Apply total quality management tools and approaches (ISO) to analytical and reporting processes within CR
  • Ensuring compliance with best practices (ISO standards)
  • Collating and analyzing performance data against defined parameters;
  • Identify deviance from standards, and suggest modifications to ensure compliance
  • Ensuring tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary;
  • Producing reports on Value Proposition Metrics such as Billing, Tariffs, product functionality tests, as well as performance of all VAS offerings from the Customer Experience perspective.
  • Ensuring proper monitoring of performance (Online, Walk-in, Projects, Systems & Processes units) through data gathering and producing statistical reports
  • Ensure continuous optimization of existing platforms for Branded Service Delivery
  • Continuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.
  • Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules
  • Ensuring Training & information sharing to the Frontline staff

Job Condition

Normal MTNN Working Conditions

Experience and Training


• First Degree In Any Relevant Discipline / Masters Advantageous
• Fluent In English And Language Of Country Preferable
• Post Graduate Degree In A Relevant Field Is Desirable
• Professional Certification (PMP/, ITIL, ISEB).
• Project Management Certification (Prince 2/PMP)


At Least 10 Years Work Experience.
– Manager Track Record Of 3 Years Or More In Quality Systems And Processes; With At Least 3 Years In Relevant Sector/ Industry
– Worked Across Diverse Cultures And Geographies Advantageous
• ISO 9001
• IT Governance
• Testing Tools For Various Products
• PMP/Prince 2
• Management/Leadershipa

BA, BEd Or BSc

To apply for this job please visit the following URL: →