Coordinator, Enterprise Segment Support

Job Overview

The Coordinator, Enterprise Segment Support plays a pivotal role at MTN Ghana, responsible for comprehensive operational assistance to SME and Large Enterprise Key Account Management teams. This position covers processes such as customer onboarding, account setup, service activation, billing, order management, device procurement, auto-recharge handling, account reconciliation, and sales operations monitoring.

Core Responsibilities

• Establish corporate accounts and activate services for new SME and Large Enterprise clients upon Key Account Managers’ requests.
• Check completeness and accuracy of client data and onboarding documentation including KYC, contracts, Ghana Card, business registrations, tax certificates, and NCA requirements.
• Forward approved onboarding requests to project and implementation teams to ensure service provisioning.
• Confirm full execution of customer contracts prior to service activation.
• Log and track all service orders from initiation to activation, coordinating with Provisioning, Network, IT, and Projects teams to meet SLA commitments.
• Address service activation issues by liaising with internal stakeholders and escalates when necessary.
• Maintain updated order status accessible to Key Account Managers and Commercial Operations management.
• Oversee procurement and delivery of client devices like smartphones, routers, and modems working with procurement, warehousing, and external vendors.
• Track device requests from initiation through purchase, allocation, configuration, and client delivery, keeping accurate records and reconciliation.
• Configure new SME and Large Enterprise clients on the Service Monitoring Platform to facilitate proactive service monitoring, ensuring alignment with contract SLAs.
• Manage and update customer auto-recharge setups, including modifications and suspensions, ensuring reconciliation with billing records.
• Support Key Account Managers in compiling due-diligence files like KYC packs, regulatory documents, and credit assessments.
• Maintain an organized and audit-ready filing system for customer documentation under the stewardship of Enterprise Business Unit.
• Update sales operations tracking tools to reflect onboarding progress, orders, device deliveries, and reconciliation activities; generate weekly and monthly operational performance reports.
• Collaborate with Finance and Billing departments to activate customer billing accurately and support account lifecycle changes such as upgrades and terminations.
• Maintain close and professional relationships with internal teams (KAMs, Finance, Provisioning, Projects, Technical, Procurement, Customer Service) and external partners (customers, vendors).
• Ensure compliance with MTN Ghana procedures, Delegation of Authority, and regulatory requirements, highlighting process issues and suggesting improvements.

Qualifications and Experience

• University degree in finance-related disciplines such as Accounting, Finance, Banking, Economics, or Business Administration concentrating in Finance or Accounting.
• Additional qualifications such as MBA, PMP certification, ACCA part-qualification, or equivalent are advantageous.
• A minimum of three years’ relevant experience in areas including commercial operations, sales operations, billing, account reconciliation, or customer support, ideally within telecommunications, ICT, banking, or B2B services sectors.

Skills and Competencies

• Proficient in account reconciliation principles and financial controls.
• Understanding of billing and revenue assurance basics.
• Knowledge of B2B commercial operations and customer onboarding lifecycles.
• Familiarity with Ghana’s regulatory landscape, including NCA licensing and Data Protection Act compliance.
• Experience with order management and service provisioning workflows.
• Ability to manage multiple concurrent customer activations with adherence to strict SLAs.
• Good understanding of telecommunications and ICT enterprise solution portfolios.

Work Culture and Values

• Must embody MTN’s core values: Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion.
• Exhibit vital behaviors such as Complete Candor, Complete Accountability, Active Collaboration, and a Results-Driven mindset.

Additional Information

• Job location: Accra, Ghana.
• Applicants must include vacancy reference MTN-EBCES265 in their application email subject and ensure CVs are named accordingly to avoid disqualification.
• Only shortlisted candidates will be contacted.
• Submission deadline: 14 June 2026.
• Applicants are invited to explain in 250 words which MTN value resonates most with them and why.