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IBRAHIM MISTO, EMBA

Accomplished General Manager| Telecom| Delivering state of the art technology & an exceptional Customer Experience

Summary

An experienced and proficient professional with more than 15 years of experience with excellent track record for optimizing network performance and driving continuous improvement in a timely manner, to budget constraints. Combines end to end change management, risk and strategic management expertise.

The most recent professional engagement includes implementation of network managed services transformation and Customer experience Management strategies.

I have an insatiable appetite for knowledge and this is evident from my qualifications gained at top business schools & management institutes with exposure to latest business trends.

With a passion for Technology and expertise in utilities, I have exercised my in-depth knowledge of cutting edge technologies to deliver outstanding results. As an influential and motivational leader, I lead in a manner that inspires confidence and facilitates performance excellence. I also strive for continuous improvement as well as providing a first class customer experience.

Skills

9
Managed Services

Key Project player in the end to end network  outsourcing project for 7 countries in West Africa and North Sudan. Strategically devised a new staff structure and facilitated the transfer of 162 MTN staff to managed service partner in Ghana to meet medium to long term business needs.  Achieved 99% Staff Transfer rate to MS partner.  NO KPIs degradation observed during transition period. 

I've also assisted in the project rollout in other OPCOs within MTN Group.

9
Stakeholder Management

Done Towerco transition to ATC and  Managed Services transition to Huawei. And built the governance structure for the Partner's operational management post transition.

9
Customer Experience Management  

Implemented Customer Experience Management (CEM) initiatives:  " Perfect 10" and  Service Operation Center " SOC"  pilots in Ghana , and assisted in the roll-out in other OPCOs leveraging on the lessons learned from Ghana implementations.

8
Budgetary Control

Accountable for ~ $150 M  annual OPEX.

8
Team Motivation

Oversaw the divisional Incentive Scheme for 5 years and received Excellence Award for being a PIONEER EXECUTIVE of  Incentive Scheme

8
Business Continuity Management

10 years’ experience in the preparation of business impact analysis (BIA) , Disaster recovery plans (DRP) , and Business continuity plans (BCP).

Work History

2012Present

General Manager Operations 

MTN

Responsible for a range of duties including managing MTN Ghana Network operations and Field Services in all regions across the country and providing support to MTN Group mainly in the areas of Network Managed Services, TowerCos Operational excellence as well as Customer Experience Management. Championed the transformation of MTN Ghana network to full managed services and supported the Managed Services rollout in other MTN operations.  Implemented Customer experience transformational projects including the set-up of a Service Operating Center (SOC) interfacing with Network /IT, Customer Care and Marketing achieving enhanced customer experience and business growth.

Accomplishments and Responsibilities:

  • Launched 4G / LTE (June 2016)
  • Implemented Service Operation Center (SOC), establishing the blueprint of Managed Services Transformation (MS2.0) and Customer Experience Management (CEM) for the Group to achieve improved operational capability, operational efficiency, and high value customer experience and service quality
  • Achieved + 5 % Net Promoter Score (NPS) improvement within 6 months.
  • Implemented VIP Care and Proactive communication to TOP Customers when facing bad experience which led to consistent revenue growth of those customers.
  • Supported the Marketing department with network trends and market analysis by:
  • Finding hot events and services, identify high value customer’s behaviors to design new tariff plan base on URL, content type, protocol and user profile. One of the successful targeted data service package: YouTube Bundle. Achieved 117k GHS Revenue during two months (trial), and 1.7 M GHS Forecasted Revenue per year.
  • Drilling on the device penetration and usage, migrating customers with feature phones to 3G-4G, and WIFI routers using lot of traffic under 3G sites to 4G.
  • Identified Low & High 4G Penetration sites to allow for LTE campaign & oriented marketing strategy.
  • Ranked OTT APPs w.r.t Internet Feel Rank and Network Rank. Based on that APP dimensioning and bundling was achieved.
  • Collaborated with a global consultancy, Bane, to develop a Must Win Battle strategy model for the network, and orchestrated the plan and performance assessment for continuous improvement
  • Reduced Cell Sites operational costs and enhanced the network quality by developing Fixed Power Modeling, Refurbishment programs, and SLA Optimization through successful negotiations with TowerCos
  • Overseeing the Power Management of Switching Centers , Data Centers, and Cable Landing Station including Power planning, Intelligent management and Energy Efficiency.
  • Drove negotiations and the successful implementation of spare management outsourcing with three Tier 1 vendors.
Jun 2015Sep 2015

Acting Chief Technical Officer (CTO)

MTN

Achieved Best Network in regulator quality of service results for the months of July and September.
•Introduced State Of The Art Dot To Enhance Indoor Experience For Customers In Medium To Large Buildings
•Commissioned High Speed Packet Access (HSPA) mobile broadband in the 900MHz band (UMTS900) to enhance internet experience in six regions , Northern, Upper East, Brong Ahafo, Volta, Central and Eastern. With this deployment, residents of 30 communities bridged the digital divide with access -to high speed broadband technology.

•Investors in People Gold Accreditation (Sep 2015)

Dec 2013March 2014

Acting Chief Technology Officer (CTO)

MTN
  • Ensured that all license targets (i.e. rollout, QoS targets) were met; ensuring compliance with telecom authority policies, and monitored any issues to sustain licensing rights
  • Proactively engaged regulator on plans covering network expansions, resiliency, and new solutions to enhance customer experience.
  • Successfully facilitated the stabilization of the network performance during a demanding period of increased responsibility and managed strategies to monitor network quality, traffic and sustainability.
  • Put in place communication plan to share with customers the positive network initiates introduced to delight them.
  • Revamped the divisional Team’s charter resulting in team high engagement and delivery on the team purpose and organizational goals. 
20112012

General Manager Operations and Value Added Services

MTN

Oversaw organogram restructuring in developing synergies between Network and IT divisions and was able to achieve resource, systems and process efficiency.

Accomplishments and Responsibilities:

  • Competently established and facilitated technical organization skills to secure capable technical expertise, implement and operate the evolving network, and achieve efficiency with reduced staff
  • Streamlined the end-to-end customer complaints resolution process between Customer Relations and the Network Group and reduced the complaints resolution time by 35%.
  • Deployed advanced optimization techniques to achieve network quality
  • Created a mini competency centre within the OPCO to offer cost-effective technical support to other OPCOs
  • Collaborated with the rollout team to deliver the planned expansions and upgrades in a timely manner and to an acceptable quality
  • Actively mentored direct reports to ensure ongoing staff development, motivation and succession planning

20082010

Senior Manager Core Network

MTN
20052007

Manager NSS

MTN
20042005

Regional Manager

Investcom
20012003

Switch Engineer

Investcom

Education

20152016

Executive MBA

China Europe International Business School (CEIBS)

CEIBS Global EMBA Programme: Top 20 Globally for 6 Consecutive Years, #13 in 2016: Financial Times

19952000

Bachelor of Engineering (Hons)

BAU

Electrical, Electronics and Communications Engineering

Certifications

2012Present

Harvard Manage Mentor

Harvard Business Publishing
2009Present

Master's in Project Management (GWCPM)

George Washington University
2008Present

Project Management Professional (PMP)

Project Management Institute

Selected talks

My participation in the 9th Annual Managed Services World Congress in Cannes France included :

  • Presenting MTN Ghana’s Case Study of implementing Service Operating Center (SOC)
  • Participating in panel discussions with industry experts from around the world covering topics on telecom transformation and IT convergence, SQM/CEM,  NOC to SOC transition, managed services for digital needs,  cloud and NFV/SDN.

My participating in TowerXchange Meetup Africa & Middle East 2016 in Johannesburg- South Africa included:

  • Sharing my experience in Panel discussion on " Drive to operational excellence in telecom towers” covering Process improvements, technology upgrades and corporate strategy enhancing site uptime and cost efficiency.
  • Hosting Round Table discussions around : Effectively designing and implementing SLAs, and West Africa spotlight.