Job Title: SM, Products and Services Billing and Customer Portals
Job ID: IRC118386
Location: Lagos, Nigeria
Employer: MTN
Organization Name: MTN Nigeria
Mission / Core purpose of the Job: – Drive, manage and facilitate the migration of P&S and VAS to the new billing system. – The new Agility® convergent billing Solution would support billing, invoicing and number management processes consistently across MTN's operations. – It consolidates and enhances the performance and processes related to the legacy Retail Billing, Number management and Bill printing systems, including CSG's Singleview® billing solution, Numeritrac® number management system, and StreamServe® bill printing process.
Role Complexity:
• The legacy architecture that will be impacted by this programme includes four major systems: Number Management, CRM, Singl.eView and CS5;
• This role takes the lead on the business side on the scoping and implementation of the new customer registration, number management, and customer billing system, and is thus a strategic role;
• Continuous interaction with company leadership and management to ensure timely delivery of programme and all modules in line with company's business plan and strategy;
• Orchestration of multiple functions across commercial and technical divisions, at various levels of seniority;
• Synthesizing of business plan requirements impacting on billing, number management and related customer/Trade experience from multiple subject matter experts from across MTN Nigeria and MTN Group;
• Analyse the impact of the business-wide legacy business rules on migration to the new billing system, and decide tradeoffs ;
• Act as the primary control point for overseeing all Agility billing/registration/numbering system for the commercial teams including Marketing, CR, ES and S&D: prioritizing projects, building relationship among the project management teams and the vendors, and reviewing programme scope documents for completion and correctness;
• Facilitate the development of project plans and ensure projects plans align to the needs of the business and overall organizational objectives;
• Liaise with Information Systems (IS) and Network Group (NWG) in planning and technical implementation of existing P&S and VAS on the new billing system;
• Liaise with the CR department to get feedback on customer requirements and feedback on billing (Corporate and individual accounts, Prepaid and Postpaid);
• Ensure development of training programmes and technical support guides for the product suite;
• Develop and capture the requirements different business units and stakeholders needs and in designing the portals' modules;
• Work with business users to modify business processes to match the capabilities of the new system wherever applicable;
• Provide management with effective and timely reports on the status of key departmental activities and resources.
Task Complexity:
• Develop possible future scenarios of MTNN's product portfolio by considering what is known about current and future technologies, the effect of these technologies on consumer behaviour and the impact of this on the segments currently addressed by MTNN, to ensure that the billing and Customer Portal roadmap for MTN is adequately defined;
• Identify and advise on new opportunities for MTNN to explore by based on the evolution of billing technologies and features;
• Drive product and service delivery across the organisation in the medium to long term by agreeing and setting goals cross functionally
• Direct and provide a strategic framework for product managers to develop new products;
• Clearly document and communicate objectives, requirements, and billing/Portal framework and designs to both technical and non-technical audiences;
• Manage requirements and ensure the quality of deliverables;
• Manage timely implementation of the existing P&S and VAS on the core system (Agility);
• Manage and ensure timely implementation of Dealer Portal, Concierge and E-Care (Customer Care portal);
• Identify the impact of implementing the new system on the existing bills and Call records displayed in all the portals;
• Deliver requirements to development teams/ vendors and ensure that they understand and implement the requirements;
• Identify competitive risks and develop effective, responsible mitigation plans;
• Provide verification that business requirements have been implemented correctly;
• Manage all user-acceptance tests, including coordination of schedules and resources;
• Ensure that the final system meets the business needs;
• Troubleshoot and resolve applications issues as reported by internal customers;
• Monitor the billing process during the transition and after migration to the new system;
• Manage and monitor the process of defining tariff plans on the core system;
• Closely monitor the process of migrating customers to the new billing system ;
• Conduct and monitor post-implementation tests before going live with each module;
• Assist in evaluating, tracking and managing the development and performance of cross functional project team members, to ensure productivity and achievement of business results;
• Carry out post programme implementation reviews and compile lessons to learn for use by project teams in execution of on-going and future projects;
• Coach and train cross functional teams as required ensuring common and comprehensive understanding of the business drivers and objectives associated with the Agility programme, and awareness of set targets.
Job Requirements
Education:
• First degree or post-graduate diploma in Marketing, Business Administration or a related discipline;
• MBA is considered as an asset
Experience:
• Minimum ten 10 years' of Marketing and product development experience ;
• Four 4 years' experience in a Telecommunications-related environment;
• Experience of dealing with vendors & suppliers on technical and commercial issue management ;
• Experience in negotiation with technical contractors ;
• Experience in Project Management;
• 2 years' experience in dealing with senior stakeholders within an established organization; Experience in managing Portals and billing.
Additional Details:
Key Functional Competencies:
• Knowledge of other network portal operation, trends and development in the telecom industry;
• Broad knowledge of systems integration and architectures;
• Understanding of billing systems and hybrid platforms;
• Customer behavior and analysis, market trends and segments;
• Understand various business technology and configurations
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