Manager – Roaming Operations at MTN Nigeria

JOB DESCRIPTION

The Roaming Business Operations Manager shall ensure the leadership and performance for the Roaming Hub in all of the following areas operationally:

• Bayobab positioning as the best Roaming hub provider in Africa and the Middle East.
• Management: provide operational advice, oversight, and coordination with the SM, colleagues, and Bayobab stakeholders internally
• OpCo: Establish and maintain direct relationships to MTN OpCo technical and network teams.
• Reporting: Creation and presentation of regular reporting about technical operations performance, as well as MTN OpCo and Roaming Partner (“RP”) engagement
• Roaming Partners: Ensure the end-to-end engagement with RPs in terms of coordination, management, and onboarding in Business Operations
• Roaming Testing: IREG, TADIG, & GRQ testing performance, vendor management, and SIM Card Administration
• Roaming VAS: Maintain oversight and reporting over the performance of Traffic Steering, Messaging, BRG, GLR, & VHE Solutions
• Insourcing: engagement with internal process vendors, e.g. Managed Services and Finance
• Outsourcing: Engagement with external process vendors, e.g. signalling, testing, and RVAS
• Processes: Ensure the end-to-end documentation and understanding of operational processes
• The Roaming Business Operations Manager will be accountable to achieve the following core KPA’s:
• Representation: Technical and contractual representation of the Roaming Hub internally and externally
• Engagement: With OpCo’s, RPs, internal cross-functional stakeholders, and external vendors
• Reporting: Regular weekly, monthly, and ad-doc reporting on all assigned areas
• Testing: Ensure the planning and reporting of all IR Service Opening & Testing (SOT), as well as any issues with the external vendor
• RVAS: Ensure the planning, performance, and reporting of all IR RVAS, as well as any issues with the external vendors and OpCo’s
• Vendors: Ensure management and accountability of outsourced processes and engagement with vendors

Responsibilities:

• The Roaming Business Operations Manager’s responsibilities in this position are to:
• Advise the SM of Roaming Business on all technical and contractual aspects of the Roaming Hub.
• Lead, coach, mentor, and develop direct reports.
• Provide development, coaching, and performance feedback, as well as appraisal to assigned subordinates.
• Produce, review, and provide regular and on-going Business Operations reporting.
• Partner with Wholesale, Market Manager, Managed Services, Bayobab stakeholders, and external vendors to ensure optimum smooth and seamless technical and contractual operations of the Roaming Hub.
• Analyse service performance parameters of Business Operations and RPs and use Roaming Hub intel to improve operational performance.
• Output:
• The Roaming Business Operations Manager shall deliver the following output in this position:

Reporting: 

• Ensure that Roaming Business Operations Reports are created and reported up and down the chain
• Ensure proper action plans are in place to correct and exceed operational performance.

Personnel: 

• Conduct regularly scheduled appraisals of all direct reports in terms of IPF (EVP).
• Involve the SM of Roaming and Bayobab Wholesale Mobility Commercial, as, when, and how prescribed.
• Meetings: Conduct regular Roaming Business Operations to report on performance and set action plans for Testing, and RVAS.

Vendor Management:

• Signalling: Engage with Managed Services and the MTN Bayobab Signalling Hub and to ensure the performance of Roaming Signalling Hub and to provide timely feedback
• RVAS: Engage with Managed Services to manage, plan, and report on RVAS delivery from Mobileum
• Testing: Engage with Managed Services to manage, plan, and report on RVAS delivery from Vendor
• OpCo’s: update Bayobab Roaming Account Management on OpCo engagement monthly.

QUALIFICATIONS

Education:

• Bachelor’s degree in management, Engineering, and/or Telecommunications
• Formal leadership certification training (preferred)
• English: verbal and written proficiency
• French and any other language: an advantage

Experience:

• Leadership experience gained in International Roaming operations, preferably also in a Roaming Hub
• Experience in commercial contract negotiations, preferably IR Hub Agreements
• 5 + years’ experience in the leadership and development of teams
• Experienced in creating and conducting presentations in English.
• Experienced in presenting to senior management and executives.
• Experience in engagement with and management of external vendors

Competencies:

• Strong written and verbal communication and presentation skills
• Strong analytical, investigative, problem-solving, and decision-making skills.
• Demonstrated interpersonal, written, and verbal communication skills.
• Excellent influencing skills, in particular with decision-makers.
• End-to-end understanding of mobile roaming operations – both technical and commercial.
• Broad knowledge of roaming billing, network engineering, and roaming operations.