Manager - Service Fulfillment at MTN Nigeria

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.

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.

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)

Method of Application