Job Description

MTN Careers – Manager

Manager – MTN Careers

Reports To: Senior Manager – Client Success
Division: Enterprise Business

Mission
The Manager will ensure consistent quality in customer service management by developing, implementing, and enforcing effective policies, processes, procedures, and systems. This role is responsible for validating operational controls, maintaining accurate documentation, and strengthening quality assurance practices to enhance customer experience and operational efficiency across Enterprise Business.

Key Responsibilities

• Manage and maintain comprehensive process documentation for all Enterprise Business departments, ensuring regular updates and compliance through periodic spot-checks.
• Develop and implement quality assurance plans by conducting hazard analyses, identifying critical control points, defining preventive measures, establishing monitoring procedures, and driving corrective and verification actions.
• Monitor and control access to critical systems and applications to safeguard operational integrity.
• Collaborate with Internal Audit & Forensic Services and external regulators to ensure timely resolution and closure of audit findings and recommendations.
• Manage Service Level Agreements (SLAs) and contract agreements with Enterprise Business customers, ensuring adherence to agreed service standards.
• Oversee SLAs with Client Success vendors and Operational Level Agreements (OLAs) with internal support teams including IT, Network, and CRX to ensure seamless service delivery.
• Lead quality assurance testing for new products, solutions, customer management applications, and Business Support Systems (BSS), including execution of User Acceptance Testing (UAT), sanity testing, and regression testing.
• Drive continuous improvement by staying informed on industry trends and advancements in quality management practices.
• Oversee end-to-end customer experience across enterprise products, services, service delivery channels, customer touchpoints, product development, and sales engagement processes.
• Implement Total Quality Management (TQM) standards in process review, documentation, validation, and continuous improvement initiatives.
• Ensure departmental policies, processes, and procedures remain customer-focused, efficient, and aligned with quality standards.

Education Requirements

• First degree in Social Sciences, Management Sciences, or a related discipline.
• Professional certification, MBA, or MSc is an added advantage.
• Fluent in English.

Experience and Competencies

• 6–13 years of professional experience, including at least 3 years in a specialized role with supervisory or managerial responsibilities.
• Experience within a medium to large organization.
• Background in channel management, order management, inventory management, and customer management.
• Experience in a customer service environment within the telecommunications industry.
• Proven expertise in customer management, SLA management, and Total Quality Management (TQM).
• Experience supporting enterprise and ICT solutions within a helpdesk environment.
• Advanced proficiency in customer management and billing systems.
• Membership in professional customer service or customer relations associations is an advantage.
• Strong knowledge of incident management tools.
• Advanced proficiency in Microsoft Office applications, Visio, and Project management tools.

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