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: Manager Billing and Customer Care

This function is responsible for creating, maintaining and driving a continuous improvement plan and ensuring that all legal; contractual and regulatory obligations are satisfied. Leading a small application team to ensure the availability of a portfolio of applications and ensure that assigned application incidents are resolved within predetermined resolution times.

Under the supervision of Senior Manager – Service Delivery, below are the Key Job Responsibilities:

• Lead the application support team to provide application support and incident resolution for a portfolio of applications;
• Management of the Convergence systems, Postpaid billing and value added services;
• Identification of the new Value-Added Services on the world market and putting up proposals for their implementation if applicable and are in line with MTN Zambia and MTN Group goals in conjunction with the marketing department;
• Monitoring performance indicators for Billing and Value-Added Services nodes;
• Maintaining excellent quality of service and ensuring all time availability of the Billing/VAS services;
• Preparation of network performance reports for MTN group and MTN Zambia EXCO;
• Managing internal SLA between the Billing/VAS section and business departments;
• Managing vendor SLAs;
• Leading , guiding and mentoring Billing/VAS engineers;
• Preparation and execution of section budget;
• Evaluate; install; configure and deploy new applications; systems software; products and / or enhancements to existing applications throughout the enterprise;
• Ensure that applications meet business requirements and systems goals; fulfil end user requirements and identify and resolve system issues;
• Collaborate with analysts; designers and system owners in the testing of new software programs and applications;
• Analyze documentation and technical specifications of any new applications under deployment or consideration to determine its intended functionality;
• Ensure that any new software integration into company systems meet functional requirements; system compliance and interface specifications;
• Design; develop and install application enhancements and upgrades;
• Negotiate contracts with software and service providers;
• Liaise with company’s software suppliers for prompt rectification of any problems or emergencies;
• Manage and provide direction for the application team in support of the business operation;
• Coordinate feasibility studies for software and system products under consideration for purchase and give advice on findings;
• Contribute to pre-testing phase of development by evaluating proposals in order to identify potential problem areas and make appropriate recommendations;
• Liaise with network administrators and software engineers to assist with quality assurance; program logic and data processing;
• Ensure that IT policies and procedures that promote and ensure the confidentiality, integrity, availability and security of corporate data and information on applications in the OPCO are implemented.

Candidate Requirements:

• Grade 12 certificate with 5 credit or better of which English and Mathematics are a must;
• 4 years’ experience in an ERP environment/ info management;
• 2 years’ experience in managing within an IT environment with at least 1 in applications;
• Experience in Applications development and operations;
• Information Systems technology and applications architecture;
• Telecoms Reporting and Retail applications e.g. Mediation, POS, Customer Management etc;
• Exposure to the following functional areas: Business Reporting and Software engineering principles;
• 5 years in telecoms IT experience in the Billing/VAS area including Unix Shell scripting;
• IP switches & Router configurations;
• IDS database administration;
• Tariff configuration;
• VAS project management and VAS Vendor coordination;

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 15th November 2024.

Note: that only shortlisted candidates will be contacted.