Business Analyst: CRM Platform (Infraco Delivery) at MTN

The CRM Business Analyst(Platform-Infraco Delivery) will oversee and specialize in customer relationship management platforms, such as Salesforce, leveraging the same platform this time for the different FiberCo, with an overall aim of improving the call-to-cash operations for the Wholesale space, additionally the position holder will be tasked in organizing, analyzing marketing and customer data, helping sales and service teams deepen their market influence and build long-lasting customer relationships.

Key responsibilities: Reporting to the Snr Manager: Sales & Commercial, the candidate will be accountable to achieve the following objectives:

• 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 partners 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 with similar wholesale partners and propose quick wins to meet business needs.
• Role Deliverables
• Report KPI achievements for Operational KPI's.
• Analysis of reports and provide insights to problem management and business.

Education:

• Minimum, an 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.
• Proven track record of business improvement and reporting.
• Strong analytical skills.

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’s professional relationships.
• Effective oral and written communication skills.
• Strong computer literacy.
• Project management skills.
• Entrepreneurial mindset.

Other:

• Regional and international 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.
• Proficient with Microsoft Office Suite or related software.