Jobs

Analyst, CRM & Billing at MTN Nigeria

Jan 16, 2024, 10:29 PM
Engineering
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, CRM & Billing

Location: Lagos
Employment Type: Full-time

Mission / Core Purpose of the Job

The Analyst CRM & Billing specializes in customer relationship management platforms, such as Salesforce. Bayobab CRM BSS platform was launched in 2019 and aims to constantly improve the call-to-cash operations for Wholesale space.
The digital platform 1.0 serves Wholesale Fixed Connectivity teams.
This role will be responsible for leveraging same platform this time for the different FiberCo.
The job duties include organizing and analyzing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships.
The role will assist to build the first wholesale fixed & mobility digital platform.

Key Performance Areas

Core, essential responsibilities / outputs of the position (KPA's)
The Analyst CRM & Billing (Infraco Delivery) will be accountable for the following:
Assist the involved FiberCo Teams to revamp business processes transforming the Call-to-Cash journey bringing efficiency & reporting KPIs
Elaborate business requirements needed to build call-to-cash journey
Collaborate very closely with implementation partner to translate, review & prioritize the necessary business requirements
Conduct End Users trainings for new features & releases
Onboarding new users providing adequate induction training
Provide End Users support in collaboration with IT system admin and 2nd level of support team (SLA for resolving business critical issues to be one hour)
Analyze & build related reports/dashboards
Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs
Perform UAT for the new releases prior to expose the features to WM teams
Conduct UAT with key End Users from FiberCo teams, providing showcases of features, correspondent data & guidance for a successful UAT sign-off
Build CRM Platform playbooks & FAQs

Role Dependencies:

Global Connect business lines

Education, Experience and Competencies
Education:

Minimum of 3 years Academic Degree in Business Administration, Commerce or Marketing / Engineering
Fluent in English and language of country preferable

Experience:

Minimum of 3 years experience in digitalization combing strong business and digital solution skills within the telecommunication space, preferably in the wholesale/ enterprise / and carrier environment
Agile Scrum Methodologies (desired)
Wholesale Mobility (voice, SMS, CNS) business experience (desired)
Experience working in a medium organization

Competencies:

Understanding of the mobility infrastructure wholesale landscape with a focus on emerging markets
Strong computer literacy
Project management skills
Entrepreneurial mindset
Good understanding of internal processes to manage fulfilment of orders effectively
Strong networking skills to build MTN GlobalConnect professional relationships
Effective oral and written communication skills

Head:

Manages the alignment and execution of tactical activities
Assists in solving business challenges but looks to others for advice and guidance
Executes on innovative commercial practices and identifies areas for continuous improvement

Heart:

Role models ethical practices by living the MTN values and vital behaviours for others to follow
Is self-aware and supports team capability development through opportunity creation for realising potential
Builds relationships with customers and teams to uphold the MTN brand

Hands: