Manager - Customer Management Broadband LSW, Chief Operating Officer Office at MTN Nigeria

Job Identification: 1069
Location: MTN Plaza, Falomo, Ikoyi, Lagos State
Job Schedule: Full Time
Job Category: MTN Level 3H
Reports To: Senior Manager Customer Management Broadband
Division: Chief Operating Officer's Office

Description

• Provide leadership and advice on broadband billing operations and set standards for related activities, as well as establish the resources to meet customer care services. 
• Develop strategies for effective customer care services in line with the goals and objectives of MTNN.
• Develop plans in support of defined broadband billing operations and/or related customer care strategies, identify business resource requirements and propose budget for the department.
• 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 billing operations, review related trends and develop approaches to enhancing services and improving customer care services and experience.
• Maximize operational performance by providing adequate resources, ensuring they are allocated and utilized in a cost effective and financially disciplined manner and in line with budget provisions.
• Manage overall quality of billing operations, handling billing complaints, investigating customer complaints and developing solutions to enhance MTNN’s services to customers.
• Develop and maintain a dispute management and escalation process including the filing disputes when billing errors are identified and tracking disputes through resolution within specified time period.  
• Monitor financial performance of various telecommunications services related vendors as it relates to contract rates and budgeted cost models.
• Track and ensure disputes are documented and accessible for reference by authorized users.
• Manage and lead the strategic implementation of the service operations in line with MTN business strategy
• Increase operational efficiency and effectiveness in broadband Support Operations
• Implement effective support and experience operations
• Recommend new strategies in customer management according to best practice
• Ensure effective quality assurance and service management across all areas

Requirements
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.