Coordinator: Enterprise Segment Support - MTN Ghana

Job Summary

Provide end-to-end operational support to the SME and Large Enterprise (LE) Key Account Management teams across customer onboarding, account creation, service activation, billing setup, order management, device procurement and delivery, auto-recharge processing, account reconciliation, and sales operations tracking.

The role ensures that signed customer orders translate into accurately provisioned, billed, and monitored services in line with MTN Ghana (EBU) policies and committed timelines.

Job Context

• Dynamic and highly competitive telecommunication & ICT industry
• Evolving technology era
• Multi-regulated environment
• Environmental, social and governance prioritized
• Regionalization structure implication
• Multinational environment – Technology Group best practices
• Continuous Infrastructural expansion
• Performance-driven environment
• Diverse cultural environment
• Partnerships

Job Role

Customer Onboarding and Account Creation:

• Create corporate accounts and perform service activations for new SME and LE clients per request from Key Account Managers (KAMs).
• Verify the completeness and accuracy of client and KAM requests against MTN onboarding requirements (KYC documents, signed contracts, Ghana Card, business registration, tax certification, NCA-required documentation etc).
• Route verified onboarding requests to the Project Team and other implementation functions for service provisioning.
• Follow through on customer contract signing to ensure that contracts received from the bid and contract management process are fully executed before activation.

Order Management and Service Provisioning:

• Receive, log, and track all SME and LE service orders from request through activation.
• Liaise with Provisioning, Network, IT, and Project teams to drive on-time delivery of services against committed SLAs.
• Resolve activation blockers by coordinating across internal stakeholders and flagging escalations to the line manager.
• Maintain an accurate, up-to-date order status view available to KAMs and the Commercial Operations Manager

Device Procurement and Delivery Coordination:

• Coordinate the procurement and delivery of smartphones, routers, modems, and other client devices in collaboration with Procurement, Warehousing, and approved vendors.
• Track device requests from KAM submission through purchase order, stock allocation, configuration, and delivery to client.
• Reconcile device deliveries with client acknowledgments and maintain a controlled device-issue register.

Service Monitoring Platform Setup:

• Set up new SME and LE clients on the Service Monitoring Platform to enable proactive monitoring of their services.
• Coordinate with technical teams to ensure the correct services, sites, and SLAs are configured per customer contract.
• Maintain the accuracy of customer entries on the monitoring platform through periodic reviews.

Auto-Recharge Processing and Reconciliation:

• Process auto-recharge requests from SME and LE customers, including setup, modification, suspension, and reactivation.
• Work with the supervisor to reconcile customer auto-recharge transactions and individual customer accounts against the EBU billing and revenue records.

Due Diligence and Documentation Support:

• Assist KAMs in preparing client due-diligence documentation, including KYC packs, regulatory submissions, customer credit-assessment inputs, and supporting documents required for service activation.
• Maintain an organised, audit-ready digital and physical filing system for customer documents under EBU stewardship.

Enterprise Sales Operations Tracking and Reporting:

• Update all sales operations trackers covering onboarding, orders, device deliveries, auto-recharge, & reconciliation activities.
• Produce weekly and monthly operational reports for the Manager, Enterprise Commercial Operations, including throughput, SLA adherence, and exceptions.

Billing Activation and Customer Lifecycle Support:

• Activate billing on newly provisioned services in collaboration with Finance and the Billing function; verify accuracy of customer charging configuration before go-live.
• Support amendments to existing customer accounts including service upgrades, downgrades, suspensions, terminations, and contract changes.

Stakeholder Engagement and Process Compliance:

• Maintain close, professional working relationships with internal contacts (KAMs, Finance, Provisioning, Project Team, Technical, Procurement, Customer Service) and external contacts (customers, vendors).
• Ensure that all activities are executed in compliance with MTN Ghana internal processes, the Delegation of Authority matrix, and applicable regulations.
• Surface process bottlenecks and recommend improvements to the Manager, Enterprise Commercial Operations.

Education

• Minimum of a university degree in a finance-related discipline (Accounting, Finance, Banking and Finance, Economics, Business Administration with Finance/Accounting major, or related field).
• An MBA, PMP or Part-qualification in ACCA, or equivalent is an advantage

Experience

• Minimum of 3 years' relevant work experience in commercial operations, sales operations, billing, account reconciliation, or customer service support, preferably within telecommunications, ICT, banking, or a B2B services environment.

Competencies

Professional/Technical Competencies:

• Account reconciliation principles and basic financial controls.
• Billing and revenue assurance fundamentals.
• B2B commercial operations and customer onboarding lifecycle.
• Ghana regulatory environment, including NCA licensing requirements and the Data Protection Act.
• Order management and service provisioning workflows
• Knowledge with handling multiple concurrent customer activations and reconciliations to firm SLAs.
• Telecommunications and ICT industry knowledge, particularly the enterprise solutions portfolio.

Must live the MTN Values of

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion

Must exhibit the MTN Vital Behaviors of

• Complete Candor, Complete Accountability, Active Collaboration & Get it done.

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