MTN GlobalConnect Careers

The Specialist will execute the wholesale carrier services and product roadmap, the EBU one, and coordinate the wholesale carrier services product catalogue for Kenya. The role will be responsible to implement new carrier services products, including coordinating the product definition and delivery cycle, pricing and technical and commercial specification definitions aligned to market trends and commercial requirements from sales and commercial teams. The Specialist will liaise with the wholesale and EBU teams to develop a unified wholesale and enterprise approach, as well as with MTN Group product specialists and management for guidance.

Key responsibilities:

Reporting to the Head of Sales & Commercial, The Product Specialist will be accountable for achieving the following objectives:

• Support/adapt the development and management of the Kenya carrier roadmap and product plans, working into the wider Unified Communication and Connectivity Portfolio to build a single connected platform between wholesale and Enterprise
• Coordinate the implementation of the carrier services product catalogue, including specification and pricing for new products
• Collaborate with sales/commercial to understand key needs and requirements from a carrier service perspective and incorporate them into the Kenya product catalogue and plan
• Provide input to business cases for product implementation
• End to end ownership of product implementation – project management that can cover different individuals and teams
• Provide input for pricing, based on demand analytics and intelligence of competitive carrier services pricing on a regular basis
• Provide input for carrier services profitability and management of product economics for this line of business
• Implement a customer experience plan and ensure customer satisfaction
• Ensure the processes are defined to accommodate for fault handling and resolution, as well as fraud detection/prevention/response
• Provide stakeholders with updated high-quality product collateral, target prices and discount matrices across routes and accounts
• Track and manage the product commercial and service performance, recommend, and deliver on continuous improvements (revenue uplift and cost reduction), including product upgrades and changes, under the guidance of the manager
• Collaborate with stakeholders to provide sales, operational, competitor, market, and product insights
• Monitor the product implementation, launch and FAB processes
• Competitor analysis and benchmarking in collaboration of the Commercial Manager

Role Deliverables:

• Execution of the agreed carrier services product road map and strategy
• Coordination of the carrier services product catalogue
• Key point of contact for carrier services products
• Product cost recover

Education & Experience:

• Minimum 3 Year Academic Degree in (Telecommunication Engineering, Marketing, Business Administration or Commerce)
• 3+ years’ experience in product management and or analytics within the telecommunication space, preferably in the wholesale/EBU/Digital wholesale environment
• Proven track record in B2B marketing/sales
• Project Management skills
• MS Excel and Microsoft Power BI
• Fixed connectivity business experience (desired)

Competencies:

• Understanding of the fixed connectivity market dynamics and the wholesale/EBU landscape
• Excellent professional expertise and market knowledge, including good understanding of the fixed telecommunication competitive environment
• Strong public relations and interpersonal skills to be able to function across multiple business lines
• Strong networking skills to build on the organization’s professional relationships
• Strong analytical, organizational, and planning skills
• Strong customer focused approach
• Effective oral and written and negotiation skills to be able to function across multiple business lines
• Entrepreneurial mindset
• Project management skills

The Wholesale Sales Lead will form part of a highly skilled group of sales, commercial, technical and management experts who are responsible to wholesale and leverage MTN Global Connect Kenya and regional infrastructure within MTN Group and further develop MTN wholesale business. She will serve as a primary point of contact for Fixed wholesale customers and will be responsible for managing the relations towards these customers. she will drive MTN Global Connect Kenya local and international business revenue & margin targets from Carriers, Operators, Capacity and Connectivity providers and OTTs, continuously identifying business opportunities for growth. Develop commercial propositions for network infrastructure/capacity working with Carriers, Operators,

Key responsibilities:

Reporting to the Head of Sales & Commercial, The Wholesale Sales Lead will be accountable for achieving the following objectives:

• Lead the growth development and execution of Fixed Wholesale line of the Company
• Own the end-to-end P&L, sales activities, product fitment and fulfilm
• Be responsible for bi-lateral arrangements and negotiating optimal settlements, agreements, termination rates and terms with international carrier partners/li>
• Contribute to international Fixed Wholesale sales strategy, sales deals, requests for implementation and outstanding pricing agreements.
• Provide input on the financial plan and KPIs set by planning and performance regarding fixed wholesale
• Interfaces with MTN business units to ensure customers receive quality service in line with group SLA standards
• Define & adapt strategies, actions which will sustain and increase incoming and outgoing traffic, including retail strategy and handholding
• Monitor and action performance KPI’s for key customers, ensuring we remain best in class.
• Revenue / Minutes / OPCO reconciliations for revenue collections.
• Be custodian for own client’s and partner’s engagement across the partner channel.
• Report monthly performance on commercial benefits, target achievements, gaps and develop strategy to bridge gaps.
• Work together with wholesale business units to drive the business wholesale sales and develop its market leader position.

Education:

• Minimum 4-year Academic Degree (Business Management)
• 5+ years relevant experience in Carrier Telecom business
• Post graduate qualification MBA/Masters (Economics, Business Management, Data Science) optional
• Fluent in English and language of country preferable
• Have reasonable knowledge of the Telecommunications space.

Competencies:

• Knowledge on the international telecommunication carrier business in regard to the latest industry trends and competitive landscape within the MTN footprint
• Effectively manage processes and solutions to maximize return from customers
• Understanding of the international carrier telecommunication industry
• Desire to provide inputs for new product development and management
• Commercial acumen and financial competency
• High communication and presentation skills to efficiently manage partners, customers, and colleagues within MTN
• Strong computer literacy with Business Intelligence exposure for insight generation.
• Technical and commercial report generation for senior management.

The CRM Assistant will be responsible for assisting in growing the business through management of the customer base within the existing customer portfolio aimed at reducing churn. The individual will achieve this through executing services on a timely basis, being proactive and having effective relationship with clients resulting in optimization of customer satisfaction and retention

Key responsibilities:

Reporting to the Head of Sales & Commercial, The CRM Assistant will be accountable for achieving the following objectives:

• Maintain and improve the service delivery to both assigned customers and in general all customers/prospects of the company.
• Assist to manage and grow account portfolio of customers.
• Make regular calls to clients for relationship and rapport building.
• Analyse and provide relevant feedback received from customers.
• Maintain business relationships within assigned customers to ensure their expectations are managed and needs understood appropriately.
• Design and maintain a calendar plan for every customer on all assigned customers and prospects.
• Provide and maintain an interface between customer and the Company.
• Update, maintain customer records on a regular and timely basis.
• Educate the customers on the company’s products and services.
• Protect existing customer revenue base as per the assigned customer through containing churn.
• Resolve, channel customer complaints to the requisite department and follow through to completion.
• Timely submission of weekly reports.
• Ensure success of all approve customer intimacy and product events.
• Request for customer testimonials within the designated portfolios.

Education & Experience:

• Minimum, a Diploma in Marketing or Business Management.
• Fluent in English and language of country preferable.
• At least 1 year experience in a similar or related field.
• Have reasonable knowledge of the Telecommunications space.

Competencies:

• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.

The Presales and Post Sales Engineer will be accountable to achieve the following objectives for Presales:

Key responsibilities:

Reporting to the Head of Sales & Commercial, The Individual will be accountable to achieve the following objectives:

• Interact and review solutions, including setting up of review process, with customers regularly to understand their requirements & constraints and deliver solutions to fit customer needs, incl. regular reviews for service levels.
• Establish best practices to serve customers within industry standard "Turn Around Time".
• Plan, Design and deploy API based solutions with highest level of redundancy to obtain the best and resilient service platforms.
• Design & Plan guidelines for Point of Interconnects carrying mission critical traffic.
• Design and Plan change requirements for guiding Sales and Product teams.
• Management of numbering plans, ITU MNC/MCC data base, MNP and service availability to accurately manage routing to support commercial objectives.
• In-depth data analysis, including supplier rates, quality benchmarking performance and route capacity to assure optimal routing for all services.
• Define the rules around proportional traffic splits and traffic overflows to fulfil volume commitments and maximize routing occupancy and efficiency.
• Develop and propose traffic routing cases, export to routing systems for technical routing implementation.
• Manage and maintain service level agreements (SLA) with internal and external stakeholders.
• Minimise business risk due to rate card or numbering plan misalignment and potential exploitation and arbitrage.
• Design criteria for service provision or commercial model support- for stakeholder enablement.
• Provide input to product design for internal and external customer channels.
• Develop and maintain quality benchmarking to meet MTN quality KPIs.
• Provide input to supplier portfolio utilisation for all services based on supporting routing tables.
• Responsible for business process management areas as per allocation by Senior Manager and act-as backup to other Carrier Services specialists as and when required.
• Monitor and analyse traffic data daily in near real time pertaining to service traffic volume & supplier quality of service (using applicable service metrics).
• Ensure compliance of regulatory conditions, process requirements and of standards, ISO etc. for IT Security, Service Management- Business Continuity.
• Review performance reports and financial statements to determine progress and status in attaining objectives, including service performance against the SLAs and OLAs.
• Support the MTN wholesale budget creation, revise objectives and plans in accordance with the approved budget and review budget if necessary.

The Presales and Postsales Engineer will be accountable to achieve the following objectives for Postsales:

• Define SLA/OLAs strategic planning and evolution.
• Negotiate and agree service level requirements for any proposed new service, including OLAs with 3rd party providers, ensure their delivery and negotiate and agree SLA penalties.
• Negotiate and agree back-to-back service level agreements with MTN Enterprise Business Units and with the MTN OpCos technology teams.
• Ensure optimal local network utilization levels and where relevant international network utilization.
• Regularly test international and domestic fixed infrastructure assets to ensure QoS.
• Develop, manage, and administer service management best practices.
• Assess the network availability and performance with the OpCo technology teams to define continuous monitoring and improvement of the negotiated SLAs.
• Liaise with GNOC management- team to control network performance and level of SLAs met.
• Monitor SLA performance for compliance with organizational needs and requirements.
• Facilitate communication among involved MTN Infraco business units and internal and external customers to define and maintain the required SLAs.
• Manage SLAs and service delivery from 3rd party suppliers within and outside MTN fool-print.
• Organize and maintain the regular service level review process with the customer and involved MTN Infraco business units to maintain service quality level.
• Define tools and systems required to monitor and maintain service level agreements.
• Conduct- regular reviews of the entire service level management- process and negotiate, agree with and control any amendments necessary.
• Act as co-ordinal-ion point for any temporary changes to service levels required.
• Ensure that appropriate changes are assessed for their impact- on service levels.
• Carry out the Process Manager responsibilities for the Service Level Management- process.

Education:

• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.

Experience:

• Minimum 4-year Academic Degree (BBA, Engineering/Computer Science).
• Minimum 5 years functional experience in Telecommunications, Technology, or related B2B industry experience.
• Minimum 3 years in Service & Solution Management with relevant technical experience in the international telecommunication industry preferably in carrier/enterprise business.
• Wholesale market knowledge, desirable.
• Good understanding of the telecommunication industry — especially wholesale carrier services is desirable.
• Excellent technology skills with strong Excel (macros, pivot tables, look-ups, and filtering), PowerPoint, and Word skills.
• 5+ years in relevant experience in telecommunications preferably related to service delivery and SLA management.

Competencies:

• In depth knowledge of voice telecommunication technology standards (INAP, ISUP, SIP, PESQ), codecs (G711, G723, G729, AMR), understand carrier network topology (Hubbing, Transit) and dynamic routing principles (Percentile/Overflow/Crank back).
• Ability to draft technical scope of work, specifications, and RFP responses.
• Ability to manifest solutions based on business forecast- and utilization, including process and capacity inputs into technology.
• Ability to identify key issues in customer facing solutions, and to think creatively and strategically to overcome internal and external challenges.
• Ability to regularly audits, reviews and harden gaps in customer solution & requests.
• Ability to translate customer requirements to design specifications and handhold Technology & Operations team with necessary guidelines around CLI, Non-CLI, PESQ, DTMF etc.
• Ability to work effectively with multiple stakeholders in a mufti-cultural environment.
• Strong analytical skills to adequately anticipate demand and make investment decisions.
• Direct experience and demonstrated ability to develop own executive level presentations using Microsoft PowerPoint and Excel / Power BI.
• Maturity to handle ambiguity and adaptive to dynamic environment.
• Ability to provide direction and leadership towards multiple technology & operations units within the organization.
• Knowledge of risk management- (a risk taker who carefully considers risk/reward) and business development.
• Effective oral and written communications and public relations as well as excellent- negotiation skills to be able to function across multiple business lines in a multicultural environment.
• Strong computer literacy .

Other:

• Regional travel.
• Ability to adapt to changing requirements of business and staff members.
• Excellent Interpersonal and technical skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.

The Customer Reporting Support will be responsible for the development and implementation of the customer reporting processes and standardization for GlobalConnect customers, providing service consultants and customers with regular reporting and analysis, additionally understanding customer and Service Consultants requirements and participate in cross functional teams for analysis of issues.

Key responsibilities:

• Reporting to the Manager; Customer Interface, The Individual will be accountable for achieving the following objectives:
• Produce monthly SLA reports intended for customers and service consultants as directed and required.
• Identify, service improvement initiatives with defined and measurable KPI’s.
• Develop and enhance customer dashboards and automated reports.
• Engage with BI team to drive automation and value-added reporting for internal & external consumption.
• Coordinate with vendor and SLA Manager to drive internal service improvement initiatives including measurement of improvement as well as identifying key areas for improvement and consistent monitoring to ensure improvement areas have been achieved.

Key Deliverables:

• Report KPI achievements for operational KPI’s.
• Analysis of reports and provide insights to project management and business.

Education:

• Minimum, an Academic Degree in (Information Technology, Computer Science/Business).
• Fluent in English and language of country preferable.

Education & Experience:

• Minimum, an Academic Degree in (Engineering/Computer Science/Business).
• Fluent in English and language of country preferable.
• At least 5 years’ experience in a customer reporting role.
• Experience in global/multinational enterprise, coupled with working in emerging markets.
• Proven track record of business improvement & reporting .

Competencies:

• Proactive and ability to take and steer initiatives and strategies.
• Excellent Interpersonal, analytical, and technical skills.
• Excellent organizational skills and attention to detail.
• Ability to adapt to changing requirements of business and staff members.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Excellent oral and writing skills.

Job Requirements

Education:

• Minimum 4 Year Academic Degree (Engineering or Computer Science)
• Master’s degree in Engineering or Computer science as an advantage
• Certified PMP or other project management certification
• English, French (as an advantage)

Experience:

• Previous Project Management experience with 5+ years of experience in the telecommunications/fiber optic industry preferred
• Knowledge and understanding of inside/outside of fiber optic network infrastructures
• Experience in the implementation of aerial and underground facilities
• Knowledge of fiber civil works practices and principles
• Comprehensive knowledge of all issues related to local and national licenses, permitting, and right of way applications
• Prior experience with RFP’s, pricing/rates, and supplier’s assessment within the telecom industry
• Prior fiber planning and fielding experience
• Excellent written and verbal communication skills
• Effective time management with the ability to work independently, manage multiple tasks, set priorities and meet deadlines

Competencies & Skills:

• Thorough understanding of fibre optic networks and transmission systems
• Commercial acumen and ability to understand the commercial value of technical proposals
• Knowledge of best industry practices and pricing
• Ability to review and evaluate system designs to ensure proper construction of aerial and underground fibre optic
• Technical Solution Design
• Experience in preparing and managing RFPs
• Understanding of the service provider environment, including internet protocols and metro Ethernet systems
• Analytical thinking
• Presentation skills
• Communication skills
• Technical Skills

Mission/ Core purpose of the Job

A CRM business analyst specializes in customer relationship management platforms, such as Salesforce. MTN GlobalConnect 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 analysing 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 Business Analyst CRM Platform (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

- 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

- 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)

- Analyse & build related reports/dashboards

- Study CRM best practices & benchmarking similar wholesale partners and propose quick wins to meet business needs

Job Requirements (Education, Experience and Competencies)

Education:

-Minimum 3 Year 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

- 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

- Strong computer literacy

- Project management skills

- Entrepreneurial mindset

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

- Drives team objectives and contributes to sustainability of results

- Clarifies priorities, plans, organizes and co-ordinates the work of others

Other:

- Regional and international travel

-Ability to adapt to changing requirements of business and staff members