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.

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 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.