MTN Manager - Customer Operations Jobs in Nigeria

MTN Manager - Customer Operations Jobs in Nigeria



Job Description

  • Responsible For Providing Highest Quality Of Customer Focused Care And Satisfaction Using The Knowledge Of Products, Systems, And Procedures To Make Informed Decisions And Maintain Profitable Customer Relationships.

  • Support The Shareholder Return Strategy By Developing And Implementing Processes That Are Aligned To Achieving All Elements On The Business Score Card. (I.E. Grow Market Share, Grow ICT & Data Revenue, Increase EBITDA Margins, Assure Revenue, CAPEX Returns Management And Net Subscriber Additions).

  • Participate In The Review Of Business Processes (Headcount, Process Optimisation Etc.), To Drive Efficiency Gains To Ensure Reduction In Divisional Budget Year-On-Year.

  • Strategic Partnerships With MTNN Leadership Team To Drive Awareness On Expected Behaviours And Impact On Non-Compliance On Bottom Line Results And Company Image/Reputation.

  • Drive An Increase In MTNN’s Net Promoter Score

  • Track And Monitor Customer Services And Customer Care Operations And Ensure Action Is Taken To Improve And Realize Service Level Targets.

  • Deploy Tools And Procedures To Capture And Monitor Customer Complaints And Points Of Improvement And Ensure Complaint Are Promptly Attended To And Customer Informed Of Status In The Resolution Process.

  • Collect Data And Information On Customer Care Needs/Issues And Manage Implementation Of New Systems, Procedures And Work Ethics To Improve Customer Service Efficiency.

  • Monitor And Prepare Periodic Report On Sales And Generate Periodic Reports For Management Review.

  • Review Customer Relationship Management (CRM) Operations, Ensuring Operational Objectives Are Achieved, Identifying Trends And Ensuring Optimum Service Levels Are Achieved And Maintained.

  • Develop Procedures To Promote Establishment And Maintenance Of Meaningful Communications Between Customers And Customer Care Representatives.

  • Establish/Maintain Lasting Relationship Between Customers And Customer Care Representatives, As Well As Other Key Units (Sales, Channel Distribution, Service Centers, Call Center) To Maintain A Customer-Focused Attitude Toward Activities That Improve Customer Lifetime Value.

  • Partner With MTNN’s Ecosystem Partners To Deliver Business Value.

  • Manage Relationships With Key Stakeholder Units (EBU, Information Systems, Credit Collections & Billing, Marketing, Sales & Distribution, Walk-In & Online).

  • Continuously Seek Self-Professional Development To Sharpen Skills And Capabilities In A Versatile And Evolving Digital
    Landscape.

  • Review The Performance Of Individual Team Members And Complete Appraisals In Accordance With The Employee Performance Appraisal Procedures And Time Schedules.

  • Support Organisational Employee Awareness On Ethics - Including Providing Regular Training To Employees On Ethics Matters, The Application Of Standards And Guidelines, Relevant Laws And Regulatory Requirements, Promoting And Enhancing A Strong Telecom-Wide Compliance Culture Etc.

    Job Condition

  • Normal MTNN Working Conditions

  • May Be Required To Work Extended Hours

  • Regional Travel (For Regional Service Managers)

    Experience & Training

    Education

  • First Degree In Social Science Or Any Related Field

  • An MBA Is Desirable

    Experience

    Minimum 6 - 13 Years’ Experience Which Includes:

  • Telecom Experience Of At Least 8 Years, Preferably In Customer Operations Or Customer Care

  • 3 Years Work Experience In Area Of Specialisation In Experience Supervising Others

  • Minimum Of 4 Years Supervisory Experience With 3 Years Retail Channel/Shop Management Experience

  • 4 Years Franchise Management Experience

  • Experience In Credit Matrix Scoring And Assessment

  • Exposure To Telecom Billing Technologies And Complementary Technologies

  • Experience In Managing Complex Processes And Procedures

    Minimum Qualification

  • BSc Or HND

    How to Apply

    For more information and job application details, see; MTN Manager - Customer Operations Jobs in Nigeria

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