Senior Manager, Customer Management & Platforms – MTN Ghana

Job Description

Job summary

Responsible for leading the strategic development, optimization, and governance of customer management systems and platforms that support end-to-end customer lifecycle activities. This role ensures the seamless integration of customer data, engagement tools, and service platforms to deliver personalized, efficient, and consistent customer experiences across all touchpoints.

Context:

• Evolving Digital Telecommunication business and business models.
• Multiregulated environment.
• Increasing demand for digital experiences and data-driven decisions to keep up with customers.
• A shift from share of market to share of life.
• Evolving business models and partnership management.
• Brand Reputation
• Increasing traditional and non-traditional competitors complimented by growing price wars.

Key Tasks:

• integrate and standardize service delivery across platforms, service centers and franchise shops (VM, Connect Stores, Local Area Service Providers, etc.) and to promote the MTN Branded Experience.

• Identify and work with service champions to continuously raise the service standards, entrench segmentation principle in the fabric of service delivery and review customer feedback and implement recommended actions.

• Develop and review policies, processes, and procedures in line with Customer experience standards for a sustainable business.

• Define parameters and consult with stakeholders to implement set targets and customer service standards to create and sustain exciting frontline customer- related activities in the business.

• Define Service Level Agreements (SLAs) and resolution time for all key customer operations processes and transactions across all platforms.

• Ensure all frontline activities are performed timely and enhance cross selling of MTN Ghana’s products and services in line with business focus.

• Develop structures to ensure all customer complaints and escalations are channelled seamlessly for resolution within SLAs.

• Consult with relevant stakeholders in developing prompt and effective solutions for escalated customer complaints.

• Establish and maintain a knowledge base of customer incidents management including resolutions for referencing and future planning.

• Analyse complaints trends to inform product and services enhancement and redesign to improve customer experience.

• Develop and implement strategies for the effective operations of all special projects in line with business objectives.
• Fiscal responsibilities including branch stock management, mobile money float, etc.

• Audit customer refund and compensation to ensure effective utilization and controls

• Work with the quality assurance team to ensure up to date platforms, product and service trainings for all customer service employees

• Work closely with product, technology, commercial and all relevant teams to ensure seamless communication and alignment on customer needs and priorities.

• Gather and analyse user feedback to inform product and service improvements, features and user-centric solutions.

• Collaborate with the relevant teams to iterate on customer experiences fostering growth and loyalty.

Lead the team in effectively managing escalated customer issues whilst demonstrating agility and professionalism in critical situations.

Education:

• A Degree in Business Administration, Management, or a related field of study.
• Postgraduate Degree/ master’s in business administration is a plus

Experience:

• 7 years Proven experience in customer operations management preferably within a platform business or technology driven environment with at least 5 years managerial experience and a track record of enhancing user experience and driving operational excellence.
• Strong leadership skills with a track record of effectively managing and developing teams.

Professional/Technical competencies:

• Customer relationship management
• Use of Customer service software, databases, and CRM tools
• Customer service metrics and analytics
• Complaints Management
• Contract Management
• Customer data intelligence
• CX design and implementation
• Design Thinking and Customer journey mapping
• Change delivery and management
• Technology and Digital transformation
• Six Sigma Knowledge and proficiency
• social network analysis
• Cross/up-sell outbound and inbound
• Commercial acumen
• Project Management
• Business Process Reengineering
• Telecommunications Business Savvy
• Adequate knowledge in Brand & Reputation Management
• Proficient working knowledge of Microsoft Office (Word/Excel/Power Point/Visio)