Manager, Order Management at MTN Nigeria

With over 57 million subscribers and more than $16 billion invested so far in the economy, MTN is the largest provider of mobile network access and ICT solutions in Nigeria, connecting whole communities with each other and with the rest of the world. Since our entry into the market in 2001, MTN has become an intrinsic part of Nigerian social and economic life, offering a wide range of products and services which act as a catalyst for fiscal and human development. Our leadership position in the area of network coverage, expansion and state of the art infrastructure remains constant. Today, MTN provides network coverage to over 3,775 cities, towns and villages nationwide. Through our Foundation, MTN has also invested N18 billion in carrying out Corporate Social Responsibility projects in 550 locations in all 36 states of Nigeria and the FCT. MTN Nigeria subsists on the core brand values of the MTN Group - Leadership, Integrity, Relationship, Innovation and a Can do attitude. We also offer a unique Employee Value Proposition centred around the following five pillars: - Brand Strength - Leadership Brand, - Investing in our Talent, - A Globally Diverse Culture - Total Reward and Recognition. As we progress with our operations, MTN embraces a win-win ideology that will ultimately stimulate economic development and a vibrant, stable society.Job Title:Manager, Order Management Job descriptionManager Order Management is part of the Planning & Fulfillment team at the Opco supporting the Customer Order Management processes. The Customer Order Management process covers sales to MTN Dealers/Distributors, MTN Owned Stores, and Direct Shipment to Customers (Bulk Orders). It also covers management of customer master data including customer catalogue and order prices. These processes would involve interactions as well as direct interaction with MTN customers i.e. dealers and distributors.Manager, Order Management is supported by Supervisor and Clerk to perform order management activities at the Opco.Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc.Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc.Support the Shareholder return strategy by developing and implementing Sales & Distribution Processes that are aligned to achieving all elements on the business score card. (I.e. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA margins, Assure Revenue, CAPEX Returns Management and Net Subscriber Additions).Participate in the review of Business Processes (headcount, process optimisation, etc.), to drive efficiency gains to ensure at least 5% reduction in Divisional budget year-on-year.Assist department in conducting demand planning, develop budgets for the upcoming year and implement plans to achieve the desired targets.Serve the Division’s internal customers and provide solutions to improve the customer experience.Strategic Partnerships with MTNN leadership team to drive awareness on expected behaviours and impact on non-compliance on bottom line results and company image/reputation.Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity, including Perfect 10 Project.Drive an increase in MTNN’s Net Promoter Score.Customer Data ManagementApprove request for creation of customer dataApprove all price updates prior to submission to Master data teamLiaise with master data team for any updates/amendments to data regarding customer master data updatesEnsure all customer records are up to date and ensure all customers have valid agreements- review annuallyEnsure customers receive correct promotions/ pricing/ discountsValidate customer creation or master updates including updates to price mastersOversee liaison with Master Data Management Team and CoE for Customer Master Data related information / queriesFocus on improving and maintaining customer relationshipSupport Senior Manager, Planning & Fulfilment in development of corrective actions or improvement initiatives based on customer order report reviewsNetwork and build solid relationships with internal units and relevant third parties (e.g. strategic investors, technical and finance partners, business consultants etc.) and develop a close working relationship with relevant information sources to provide an integrated service.Maintain effective working relationships with internal and external suppliers.Coordinate, coach and influence external partners and essential support departments across MTNN’s business units to deliver a seamless pre-sales and post-sales service experience.Build and maintain productive relationship with key regional stakeholders to ensure effective and efficient regional stock availability and distribution and deal with related issues and problems.Capture and Process OrdersReview and release customer orders based on assigned delegation of authorityValidate applicable restrictions or promotions on items to customers at the time of release of customer orderManage credit limits assigned to the customers and ensure orders are within credit limitReview credit limits to ensure credit worthiness- consider insurance cover for customers if applicableMonitor SLAs for customer order processing and take corrective action, where required to ensure compliance with SLAsCancel orders – ensure reasons provided for cancelled orders are reasonableReview the status of order on a periodic basis and analyse the reason for delay/open ordersAuthorize any amendments to orders where Delegation of Authority is applicableHold discussions/escalations with relevant departments to ensure orders are processed/ dispatched in a timely mannerTake corrective measures in case orders are not processed within defined SLALiaise with customers to resolve any query/issues with related to customer orderContinuously seek self-professional development to sharpen skills and capabilities in a versatile and evolving digital landscape.Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and regularly review their training needs.Review performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.Identify training requirements of team members, develop program to address knowledge gaps and implement training interventions for retail participants to ensure adequate knowledge of MTNN products.Job condition:Normal MTNN working conditionsMay be required to work extended hours

Apply at https://ngcareers.com/job/2016-12/manager-order-management-at-mtn-nigeria-644/