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  • Posted: Nov 25, 2021
    Deadline: Not specified
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  • MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning with Lago...
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    Manager - Customer Management Broadband LSW, Chief Operating Officer Office

    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.

    Method of Application

    Interested and qualified? Go to MTN Nigeria on ehle.fa.em2.oraclecloud.com to apply

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

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