Manager - Customer Management Broadband North. at MTN Nigeria

Mission:

To provide direction and advice on all broadband products and services operations, set standards for related activities, develop strategies for effective customer support services in line with the goals and objectives of MTNN, and establish resource requirements.

Description

• Adequately capture the team’s business requirements and document same via user stories for IT implementations.
• Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
• Oversee the management of broadband customers, review related trends, and develop approaches to enhancing services and improving customer journeys and experiences.
• Manage the overall quality of onboarding customers, investigate customer complaints, and develop solutions to enhance MTNN’s services to customers.
• Proactively recommend, implement, and follow up on necessary service delivery improvement processes and initiatives with internal stakeholders.
• Develop and maintain a dispute management and escalation process and track disputes and issues through resolution within the specified SLA.
• Manage and lead the strategic implementation of the service operations in line with MTN's business strategy.
• Increase operational efficiency and effectiveness in broadband support operations.
• Recommend new strategies in customer management according to best practice.
• Ensure effective quality assurance and service management across all areas.
• Audit customer service procedures, policies, and standards, track trends, and determine system improvements.
• Oversee the management of FTTX estates in their region and drive retention.

Education:

• First degree in Business Management, Financial Management, Accountancy or any Social Science Course or any related discipline
• Master’s in Business Administration advantageous
• Fluent in English

Experience:

6 - 13 years relevant work experience including:

• Manager track record of 3 years or more; with at least 3 years in relevant sector/ industry 
• Worked across diverse cultures and geographies advantageous
• 4 years of management experience in a customer-oriented service environment.
• Experience in managing service level agreements, process and service improvements and billing systems