Job Details

Job Description

We at MTN Zambia are a purpose and value-led organization.

At MTN Zambia we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Job Title: Home Business Analyst
Under the supervision of the Manager Home Operations, below are the Key Job Responsibilities;

• Support strategic planning with forecasting models, historical insights, and market intelligence;
• Work closely with operations teams to design and track the effectiveness of campaigns, promotions, and projects;
• Contribute to the development of performance KPIs across sales, operations, and service, ensuring standardization, relevance, and business alignment;
• Recommend data visualization and reporting tools to enhance adoption, interactivity, and real-time access for business teams;
• Establish benchmarks and performance thresholds across all Home KPIs to support goal-setting and proactive performance management;
• Build and maintain real-time dashboards and BI reports to track sales, service delivery, installation timelines, and customer satisfaction metrics, enabling data-driven decision-making and proactive issue resolution;
• Analyse performance gaps, identify operational inefficiencies across home operations, providing actionable recommendations to enhance overall effectiveness;
• Collaborate with IT and data engineering teams to ensure seamless integration and accurate data flow from CRM, ERP, and field service tools into analytics platforms, enabling timely and reliable business insights;
• Provide analytical support for strategic initiatives such as home device rollout, network expansion planning, and customer segmentation enabling data-driven decision-making;
• Track and report on the effectiveness of home acquisition channels, agent productivity, device utilization, and fulfilment success rates;
• Ensure data accuracy and integrity through regular audits, and adherence to data governance protocols to support reporting and decision-making across the home business unit;
• Conduct deep-dives and ad hoc analyses to answer strategic queries from leadership, home operations and commercial teams, delivering insights that shape tactical and long-term decisions;
• Assist in preparing board-level and executive presentations for home business, summarizing complex data into key insights and visually impactful summaries to support strategic decision-making;
• Develop and implement automation initiatives for recurring reports to reduce manual efforts and enable real-time tracking of KPI’s across business functions;
• Support relevant stakeholders in cost-benefit analyses, business cases, and feasibility studies for initiatives across home operations;
• Stay up to date with market benchmarks, competitor analysis, and regulatory changes affecting the home business landscape;
• Conduct regular status meetings, providing updates to stakeholders and addressing any concerns;
• Provide inputs and business insights in strategic meetings when required;
• Offer input for proposals related to changes in initiatives, policies, or procedures that could impact home customer delivery or service standards;
• Identify and document key risks, issues and dependencies and set mitigation actions;
• Prepare documentation required for sign-off / making decisions regarding tactical changes;
• Monitor performance against agreed KPIs and their compliance to SLAs and reverse SLAs;
• Ensure execution in alignment with divisional strategy;
• Continuous performance monitoring and adjust strategy and actions to deliver targets;
• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organization;
• Report on an ad hoc basis on specific projects, as required;
• Any other responsibilities or tasks as maybe assigned by management.

Candidate Requirements

• Grade 12 Certificate with 5 credits or better of which English and Mathematics are a must;
• Bachelor’s degree in Business Administration, Computer Science, Economics, Statistics, Finance or equivalent which are ZAQA certified;
• Minimum of 3 years of relevant work experience in business analytics, data strategy, or performance management or related role, preferably within telecom, technology, or related sector;
• Experience in analysing and improving broadband and home service journeys across activation, usage, support, and churn using data-driven insights;
• Proven ability to track and interpret home customer usage patterns, device performance, and service reliability metrics to support home segment growth and retention strategies;
• Experience working with BI tools such as Power BI, Tableau, QlikView, or similar platforms;
• Hands-on expertise in querying large datasets using SQL or Excel-based tools;
• Demonstrated ability to work with cross-functional teams and translate business problems into analytical solutions;
• Exposure to working across diverse cultures and geographies, particularly in emerging markets, is an advantage.

To apply, please email your cover letter, CV, and copies of your qualifications to [email protected]. Ensure the subject line includes the title of the position you are applying for.

Candidates are mandated to answer the below on their cover page to the hiring Manager.

Values are the core of MTN Zambia’s culture. Our five values called ‘Live Y’ello’ is the force that unites and inspires each one of us to make an impact that matters in the world. So, tell us: Which one of our five Live Y’ello Values resonates most with you and why? (limit 250 words)

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Hand delivered applications will not be accepted. The closing date for accepting applications is August 14, 2025.

Note: that only shortlisted candidates will be contacted.