MTN Ghana Intensifies Cybersecurity Training to Combat Evolving Fraud Tactics

Accra: MTN Ghana has intensified cybersecurity awareness among its workforce to counter increasingly sophisticated methods used by cybercriminals, hackers, and fraudsters. The company is equipping employees with knowledge and information-security practices to protect sensitive corporate and customer information and strengthen its first line of defense against fraud. According to Ghana News Agency, Madam Jacqueline Hanson-Kotei, Senior Manager in charge of Enterprise Information and Security Governance at MTN Ghana, emphasized the importance of this initiative during the company's annual cybersecurity awareness engagement with staff in Takoradi. The training in Takoradi is part of a series of regional sessions aimed at deepening employees' understanding of emerging cyber threats and responsible information handling. The program was also designed to ensure that staff remained abreast of changing tactics used by criminals and could transfer the knowledge gained to customers and the wider public. 'Technology is changing, and the bad guys, criminals and hackers, are also changing their ways almost every time. We therefore have to match-up,' said Hanson-Kotei. 'Awareness is fundamental to cybersecurity because people who lacked the necessary information could neither adequately protect themselves nor assist others to do so.' Madam Hanson-Kotei highlighted that MTN employees handle company and customer information daily and have a responsibility to prevent such information from being compromised. The Takoradi engagement involved a broad section of the company's regional operational workforce, including field activation agents, territory sales controllers, and branch managers. Their participation is crucial as many interact directly with customers and can reinforce cybersecurity messages during customer engagements. While MTN continues to invest in systems and processes to protect its network and services, Hanson-Kotei noted that employees and customers are critical to the cybersecurity equation. 'Empowering staff was the first step because a knowledgeable workforce was better positioned to recognize suspicious activities and guide customers appropriately. Charity begins at home, so we must first empower our staff and ensure that they are aware before they can create awareness among others,' she said. Employees are expected to use their newfound knowledge to help customers respond appropriately to different forms of fraud. This approach is important as fraudsters often target individuals rather than attempting to defeat sophisticated technological systems directly. Madam Hanson-Kotei stressed that customers remain a critical line of defense and have a major responsibility to protect their accounts and personal information. She urged customers to keep Mobile Money (MoMo) Personal Identification Numbers (PINs) and one-time passwords (OTPs) confidential and never disclose them, even to trusted individuals. According to her, fraudsters often succeed by manipulating customers into voluntarily providing information they are no t legitimately entitled to access. 'If fraudsters were powerful enough, they would not call you to trick you into giving them your password or PIN codes,' she said. Madam Hanson-Kotei advised customers to exercise caution when dealing with unsolicited calls, messages, or requests for confidential information. 'MTN would not call customers to request their PIN codes or ask them to give money to the company through such unsolicited interactions. Always use the company's official channels or visit an MTN branch for clarification,' she advised. The company is also extending cybersecurity education beyond social media platforms to reach elderly people and other community members who might not regularly use such platforms. MTN is employing local languages and face-to-face engagements to explain fraud risks and respond to community members' questions. Mr. Prince Owusu Nyarko, Senior Manager for the South-West Business District, stated that the company's responsibility is to maintain a reliable and secure network and ensure that its services remain available. Customers, he added, are expected to protect confidential information entrusted to them. 'When customers remained vigilant and handled sensitive information responsibly, they help reduce opportunities for fraudsters to exploit weaknesses,' he said. The Takoradi program is part of MTN's ongoing efforts to build a cybersecurity-conscious workforce capable of identifying emerging threats, protecting sensitive information, and helping customers navigate an increasingly digital environment. Mr. Isaac Amoakwo, a participant, described the session as timely, stating it would help employees respond appropriately to customers' cybersecurity concerns in the field.