Job Opportunities at MTN Nigeria (9 Positions)

Applications are invited from interested and qualified candidates to apply for job opportunities at MTN Nigeria, including roles such as tech, sales, customer service, and many more.

MTN Nigeria is a leading telecommunications and digital services provider, headquartered in Lagos, and is the largest subsidiary of the multinational MTN Group. Since launching commercial operations in 2001, MTN Nigeria has played a pivotal role in the nation’s digital transformation by providing voice, data, digital, enterprise, and fintech services, including MoMo Payment Service Bank (PSB).

MTN Nigeria offers significant benefits, including robust opportunities for career development within a leading telecommunications company. The company provides a professional, inclusive, and collaborative environment, often praised for its quality training and skill development programs.

Individuals interested in job opportunities at MTN Nigeria should review the job details, requirements, and application process outlined below.

Officer – Customer Operations

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Rivers | Nigeria. See other Jobs in Port Harcourt
• Category: Customer Care Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Customer Operations Walk In Port Harcourt
Division: Customer Relations and Experience

Mission

• Contribute to the sustenance of the MTN brand by providing high-quality customer care to all MTN’s customers through assigned media or within a designated location.

Description

• Market MTN products and services to current and potential customers.
• Perform the necessary system transactions related to customer requests. 
• Use organization and time management tools to track cases and meet turn-around times and other required metrics.
• Maintain integrity in managing subscriber data and information.
• Ensure the collected customer data is kept confidential and used specifically for the purpose of its collection.
• Identify and report on customer-impacting trends. 
• Enlighten and educate customers on new products and initiatives within MTN. 
• Escalate and route customer issues to the relevant process operators.
• Verify the correct cash amounts are paid.
• Perform software installation and configuration requests.
• Perform the incidence escalation process in compliance with laid-down policies and procedures.
• Collect and book-in customer phones for warranty repairs.
• Communicate credit status to customers.
• Identify problematic invoices proactively and promptly notify the billing division.

Requirements
Education:

• First Degree in any related field
• Fluent in English 

Experience:

• 3-7 years’ experience, which includes
• Experience working with others.
• Experience working in a medium-organization
• Experience in a call-centre (Prepaid/Postpaid) environment (Customer Care Rep (Retention & Churn).

General Manager – Regulatory Affairs, Corporate Services and Sustainability

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Chief Corporate Services and Sustainability Officer – CCSSO
Division: Corporate Services and Sustainability

Mission

• To provide MTNN with proactive, integrated and future-facing regulatory strategy, policy advocacy and regulatory risk management in line with MTN’s business plan, Group priorities, Nigeria’s digital economy agenda and evolving telecommunications, technology, data, cybersecurity, satellite and artificial intelligence developments.

Description

• Provide technical leadership/advice in the formulation and development of framework, policies and guidelines and ensure compliance of operations with MTNN policies and procedures.
• Establish strategic direction for the regulatory affairs function in accordance with overall company strategy.
• Oversee and ensure compliance with interconnect, spectrum leasing, national roaming, virtual network operator and active network sharing agreements and all other regulated related issues in the industry.
• Provide thought leadership and advice on the creation/adoption of a framework to integrate business analysis and planning into MTNN’s engagements and identify /create distinct competitive advantages for the organization through strategic use of information.
• Lead regulatory analysis, advocacy and advisory support on data privacy, data governance, cross-border data transfers, customer consent, digital identity and responsible use of customer information.
• Provide regulatory leadership on cybersecurity, critical information infrastructure, network resilience, incident reporting, fraud management and security-related obligations affecting telecom operations.
• Advise on artificial intelligence, algorithmic accountability, automated decision-making, AI-enabled customer service, AI-enabled network operations and emerging responsible AI governance frameworks.
• Provide regulatory oversight and business-enablement advice for API-based products, Open Gateway initiatives, interoperability frameworks, platform partnerships and digital ecosystem models.
• Monitor and shape regulatory developments on satellite communications, direct-to-device (D2D), non-terrestrial networks (NTN), spectrum coexistence, emergency connectivity and universal access implications.
• Advise on cloud services, data centres, edge computing, digital infrastructure regulation and technology sovereignty requirements affecting MTNN’s business and partnerships.
• Coordinate cross-functional regulatory impact assessments for new products, services, technologies, partnerships, commercial models and strategic investments before launch or implementation.
• Negotiate interconnects agreements with incumbent operators and new entrants, reviewing interconnect agreements and capacity leasing agreements.
• Negotiate virtual network operator, spectrum leasing, national roaming and active network sharing contracts with other Licensees

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Qualifications and Requirements:

• LLB or other recognized law degree
• First  degree in any relevant discipline
• Masters in Business Admin/Masters in Law will be advantageous
• Fluent in English and language of country preferable.

Experience:

• A Minimum 12 years working experience which includes:
• Senior management track record of 3 years or more; with at least 3 years in relevant sector/ industry as per relevant role
• Experience working in a global/multinational enterprise (understanding emerging markets advantageous)
• Worked across diverse cultures and geographies
• Management experience in a commercial legal environment/ within a legal and regulatory control body
• Demonstrable exposure to emerging digital economy regulation, including data privacy, cybersecurity, artificial intelligence, digital platforms, APIs, fintech, cloud or satellite communications.
• Experience engaging with senior regulators, government agencies, industry associations and cross-functional executive stakeholders on complex regulatory or public policy matters.

Analyst – Segment and Channel Planning, Customer Relations and Experience

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Segment and Channel Planning High Value and Mass Market
Division: Customer Relations and Experience

Mission

• Ensure proper design, implementation, and availability of technical support for user systems within assigned division/ department

Description

• Ensure Integrity in managing subscriber data/information.
• Document actions taken to resolve client problems.
• Ensure full optimization, coaching and development of team members, including planning and executing team building activity.
• Ensure team members adhere to all defined operational guidelines.
• Conduct research and Provide feedback on consumer usage and perceptions of MTNN product and services for product evaluation & business development.
• Maintain brand alignment in rendering sales and services in service centre environment.
• Collaborate with relevant departments’ e.g. Marketing in deploying promos.
• Analyze and report customer impacting trends, Including Competitive Intelligence to guide management decisions
• Co-ordinate document vetting activities and ensure the completeness and accuracy of all documents and information.
• Ensure generation of relevant reports for management purposes.
• Develop key account management tactics in line with the organization’s value propositions.

Requirements
Education:

• First degree in related discipline 
• Fluent in English.

Experience:

• 3-7 years’ experience which includes
• Experience working in a medium organization
• Experience in Customer Care and Management
• Some experience in formal business analysis.

Analyst – Managed Services

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Vendor Performance and Governance Managed Services
Division: Enterprise Business 

Mission

• Ensures efficient management of Managed Services (MS) Vendor for excellent service delivery to our customers by focusing on adherence to operational PPPs and regulatory requirements and well as management of the agreed contract.
• This is achieved by the consistent monitoring of the performance of the MS Vendor.

Description

• Use data to monitor and track the MS vendor’s adherence to Incident Management processes, ensuring all incidents are logged, categorized, prioritized, assigned, and resolved in accordance with agreed SLAs and operational procedures.
• Monitor vendor compliance with all regulatory, legal, and internal governance requirements relating to Incident Management and service restoration activities.
• Monitor the vendor’s adherence to incident response and restoration timelines, ensuring incidents are acknowledged, escalated, resolved, and closed within agreed service levels.
• Monitor and analyze incident trends to identify recurring issues, service degradation, and opportunities for proactive improvement and problem management.
• Ensure the vendor provides accurate and timely daily, weekly, and monthly Incident Management reports, highlighting incident volumes, SLA performance, root causes, major incidents, repeat incidents, and improvement actions.
• Monitor vendor compliance with established processes, policies, and procedures (PPPs) relating to Incident Management, Major Incident Management, Escalation Management, and Service Recovery.
• Ensure appropriate User Acceptance Testing (UAT) is performed for new systems, process enhancements, or platform changes that may impact Incident Management processes or customer experience.
• Monitor reconciliation of incident records across service management platforms to ensure incident data is complete, accurate, and consistent for reporting and governance purposes.
• Track vendor performance against agreed Incident Management KPIs, including SLA compliance, Mean Time to Acknowledge (MTTA), Mean Time to Restore Service (MTRS/MTTR), first-time resolution rate, backlog, and customer communication compliance.
• Validate vendor performance reports and support the measurement of contractual obligations, service credits, and performance improvement initiatives.
• Produce weekly and monthly dashboards on Incident Management performance, highlighting trends, risks, recurring incidents, service availability, and recommendations for continuous improvement.
• Ensure new vendor staff supporting Incident Management are adequately onboarded and trained on MTN processes, governance requirements, tools, and customer experience expectations.
• Coordinate continuous service improvement initiatives by analyzing incident data, identifying process gaps, and recommending corrective and preventive actions.
• Maintain a comprehensive repository of Incident Management documentation, reports, KPIs, RCA records, Known Error Database (KEDB), and historical performance information.
• Analyze Root Cause Analysis (RCA) reports submitted by the vendor, monitor closure of corrective actions, and ensure lessons learned are implemented to prevent recurrence.
• Monitor the effectiveness of major incident communications, ensuring timely and accurate updates are provided to internal stakeholders and customers throughout the incident lifecycle.
• Support governance meetings with performance analysis, service insights, risks, and recommendations to improve vendor performance and service quality.
• Provide administrative and operational support within the Managed Services Vendor Management Office to ensure effective governance, coordination, reporting, and continuous improvement of Incident Management operations.
• Monitor customer-impacting incidents and ensure priority incidents receive appropriate executive attention and timely escalation.
• Track incident backlog and aging, ensuring overdue incidents are actively managed and closed.
• Monitor compliance with Major Incident and Escalation procedures.
• Coordinate post-incident reviews and ensure all agreed improvement actions are implemented.
• Develop and maintain Incident Management performance dashboards for management reporting.

Requirements
Education:

• First Degree in any relevant discipline 
• Professional qualification in ITIL or any other relevant certification
• Fluent in English.

Experience:
3-7 years’ experience which includes:

• Experience working in a medium to large organization
• Experience in, Enterprise service management, Enterprise customer support
• Experience in the use of data analytics tools/Apps
• Must have excellent knowledge of Microsoft Excel
• Strong Analytical and Reporting Skills
• Leadership Skills.

Officer – Customer Intelligence, Customer Relations and Experience

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Business Planning Analysis and Reporting
Division: Customer Relations & Experience

Mission

• To Analyze large datasets to develop and maintain predictive analytics solutions, generating customer insights, enhancing customer experience, and ensuring effective system support and model performance.

Description

• Extract, analyse and interpret Customer data and advanced analytical models to generate insight to aid the execution of various Customer Relations and Experience strategies.
• Collect and analyze customer and business information and trends for forecasting and planning across all channels (Call Center, Walk In, Self Service, Social Media/ Digital, Account Management).
• Evaluate various Customer Relations programmes and conduct behavioural, data mining, customer insight generation, predictive modeling, performance management, and other relevant statistical analyses related to proposed and current Customer Relations programmes
• Ensure generation of relevant Customer Services report (daily, weekly and monthly across all regions, segment and channels) for management decision making
• purposes.
• Audit and review of Customer Relations data to ensure data integrity and adherence to data governance policies.
• Conduct competitive intelligence on products and service offerings across all regions, segment and channels.
• Provide data and analysis to support the business planning process by management.
• Forecasting, projections and trend analysis for traffic volumes and flow to the Call Center.
• Workforce dimensioning and scheduling for internal call center helpdesks.
• Liaise with outsourced call center vendors to produce and validate customer traffic and Call center performance reports.

Requirements
Education:

• First degree in any relevant discipline
• Fluent in English.

Experience:

• 3-7 years’ experience which includes
• Experience working in a medium organization
• Solid understanding of predictive analysis: predictive modelling, machine learning and data mining.
• Proficient in using two programming languages out of R, python and SQL.
• Good understanding of customer data analysis, propensity modelling and segmentation techniques; excellent understanding of data manipulation and interrogation techniques.
• Good knowledge of statistical modeling techniques and algorithms. 
• Experience in Customer Care and Management.

Analyst – Systems and Processes Self Service, Customer Relations and Experience

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Service Delivery
Division: Customer Relations and Experience

Mission

• Ensure proper design, implementation, and availability of technical support for user systems within assigned division/ department 

Description

• Knowledge of Self Service and social media systems
• Knowledge of MTNN’s product and services 
• Ensure platform accessibility, usability, and mobile responsiveness
• Develop and maintain comprehensive knowledge bases, FAQs and tutorials
• Knowledgeable about the IVR flow and other self-service operations
• Analyze customers’ information needs, business problems and business opportunities to determine efficient and effective systems/programming solutions.
• Worked with key stakeholders and subject matter experts to design, develop and automate new business processes and drive process improvement on existing processes. 
• Collaborate with business users to define processes that meet business needs. 
• Ensure processes are scalable and flexible to meet future business need.
• Work with business unit and IT team to define and design user systems architecture. Ensure the availability of all required systems.
• Develop and define IT requirements to support process and system changes.
• Plan and manage the development and maintenance of required user systems.
• Maintained business system user procedures, system documentation, and standard work instructions to maintain Quality documentation.
• Participate in events relating to system upgrades and testing. Prepare and execute testing plans to ensure high quality results.
• Create detailed functional design documents for conversions, interfaces, and reports.
• Work with user departments to define roles and access rights to be created for all users in line with business requirements.
• Ensure proper documentation of all self-service solutions and provide user guides for new and/or modified flow.
• Serve as a resource to super-users for education on technical self-service functionality.
• Engagement with vendor service support groups to bring resolution to system performance or other processing issues.
• Provide customer service in terms of problem tracking, troubleshooting and systems fault resolution.
• Address customer concerns and enquiries regarding system development and enhancement projects.

Requirements
Education:

• First degree in any relevant discipline 
• Fluent in English.

Experience:

• 3 – 7 years’ experience in an area of specialisation; with experience working with others
• Experience working in a medium organization 
• Experience in Customer Care and Management
• Some experience in formal business analysis.

Manager – Public Sector, Enterprise Business

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Senior Manager – LE Segment Management
Division: Enterprise Business 

Mission

• Design and execute the Enterprise Business strategy for the Public Sector, driving profitable growth, technology adoption and customer satisfaction while navigating key stakeholders, procurement and regulatory requirements to position the organisation as a trusted technology partner to government.

Description

• Develop and execute the Public Sector growth strategy in collaboration with Product, Sales, Go-to-Market and Communications teams. 
• Develop segment marketing plans, propositions and programmes to drive revenue, profitability, market share, customer retention and solution adoption. 
• Analyse customer, market and competitor data to identify trends, opportunities and required actions. 
• Monitor strategy execution and segment performance, providing regular insights and recommendations to management. 
• Evaluate growth opportunities and develop business cases to support investment decisions. 
• Lead the customisation and differentiation of enterprise solutions to meet the needs of Public Sector institutions. 
• Develop strategic alliances, bundles and channel initiatives, ensuring commercial, financial and regulatory viability. 
• Support partner negotiations and the conclusion of agreements aligned with segment objectives. 
• Work with relevant teams to develop targeted communication campaigns and improve proposition delivery. 
• Provide performance tracking and other business support as required.

Requirements
Education:

• First degree in engineering, marketing, business administration, management, ideally supplemented by information technology-related studies/qualification
• Possession of a post graduate degree (e.g.  MSc/MBA) from a reputable local/ International institution will be an advantage
• Fluent in English.

Experience:

• 6 – 13 years’ experience which includes:
• Minimum of 3 years’ relevant experience, including responsibility for supervising or leading others. 
• Experience in technology, telecommunications or ICT sales within a medium-to-large organisation. 
• Demonstrable experience working with Nigerian Public Sector institutions across federal, state or local government. 
• Business development or consultative selling experience in a business-to-business or business-to-government environment. 
• Strong understanding of Public Sector procurement processes, stakeholder management and sales cycles. 
• Strong commercial acumen, including experience developing business cases and assessing investment returns. 
• Experience coordinating cross-functional teams to develop and deliver customer solutions.

Team Leader – QA – Walk-in, Customer Relations and Experience

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Channel Quality and Compliance
Division: Customer Relations and Experience

Mission

• Lead a team responsible for ensuring channel operations meet the highest standards of quality and compliance, driving process improvements, audits, and risk management initiatives to maintain regulatory adherence, enhance customer satisfaction, and support business growth. 

Description

• Ensure Customers’ education and engagement on MTN Product offerings through dissemination of educational series.
• Plan and manage Frontline Knowledge gauge through test deployment.
• Collaborate with other stakeholders on the training of new hires on CEX & Compliance ethics.
• Ensure Periodic quality checks of the Walk-in shops PAN Nigeria to drive compliance to all set standards for an improved customer experience. 
• Conduct Desktop audit of SIM related activities and processes across walk-in channel.
• Monitor and Flag Pre-registered SIMs & Unauthorized roadside agents-Continuous business leakages drives.
• Plan and manage the Audit of Certified SIM registration outlets, Pentagon Outlets and NIN enrollment locations for compliance to regulatory standards.
• Analyze customers’ preferences, business problems and business opportunities in the trade to determine efficient and effective products and services 
• Conduct mystery shopping for the Walk-in touch points and in the trade.
• Identify and communicate audit gaps to all stakeholders, follow-up to ensure audit recommendations are implemented.
• Identify and Carry out Second level assurance checks on system activities.
• Ensure periodic process Audit and monitoring of all systems and applications to check for system breach and mitigate fraud which may lead to litigation.
• Plan and facilitate Competition insights of all SIM Related activities (SIM Registration, SIM Replacement & MNP), products, services and trade insights and provide business with insights and opportunities for process, improved brand experience and value improvement.
• Provide operational supports to various projects through Training, certification of Agents, Application access creation. 
• Ensure periodic review of channel Quality and Compliance walk-in process and procedure document to reflect current realities.
• Collaborate with business users to define processes that meet business needs 
• Assist line managers in the development of team and individual quality and performance standards.
• Facilitate target setting and performance contract development for all employees.
• Assist in monitoring and benchmarking performance across and within teams, effectively isolating good and under performers.
• Create and facilitate customer satisfaction surveys and employee satisfaction surveys. 

Requirements
Education:

• First degree in any relevant discipline 
• Fluent in English.

Experience:

• 3-7 years’ experience which includes
• Experience working in a medium organization 
• Resource planning experience, preferably within a call customer interfacing environment
• Vendor management.

Accountant – Finance Services and Control

Specifications:

• Full Time
• Required Qualifications: BA/BSC/HND 
• Location: Lagos| Nigeria. See other Jobs in Lagos
• Category: Telecom Jobs
• Job Alerts: To receive Job Alerts on WhatsApp, Click HERE

Description:

Reports To: Manager – Budget and Financial Control Commercial 1
Division: Finance

Mission

• To organize the financial budget, monitor financial operations and reconcile financial accounts managed by the assigned division.
• Also provide relevant financial analysis and reports as required to support management decisions

Description

• Assist in the preparation of monthly financial forecast 
• Review feasibility of deals and develop plan of action based on financial analysis. 
• Perform first line review and analysis of Sales and Distribution revenue models and assumptions and conduct financial impact analysis of all Sales and Distribution board papers/ submission. 
• Manage all Dashboard and coordinate measurement requirements to ensure efficient and effective use of information resources. 
• Perform Risk Management co-ordination and tracking. 
• Carry out Activity Based Costing (ABC) Reporting. 
• Support the department in carrying out ad hoc financial analytics as may be required  
• Liaise with IS to ensure proper integration of business-reporting requirements 
• Investigate and resolve OPEX issues and respond to queries regarding budget to stakeholder.

Requirements
Education:

• First degree in any relevant discipline 
• Fluent in English 
• A professional accounting qualification (ACA, CPA, ACCA, CIMA).

Experience:

• 3 – 7 years of experience in an area of specialisation; with experience working with others
• Experience working in a medium organization. 
• Experience within a leading organisation’s financial department. 
• Experience in working with enterprise financial systems.
• Experience in telecommunications industry (desirable).

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