Senior Manager – Customer Operations. Customer Experience at MTN
Job Vacancy Specifications
- Job Identification: 4132
- Job Category: MTN Level 3H
- Degree Level: Master’s Degree
- Job Schedule: Full time
- Location: MTN Benin
- Posting Date: 03/10/2024, 03:29 PM
- Apply Before: 03/18/2024, 08:30 PM
About Us
MTN Group Limited is a South African multinational mobile telecommunications company, operating in many African, European and Asian countries. Its head office is in Johannesburg. MTN recorded 232.6 million subscribers, making it the eighth largest mobile network operator in the world, and the largest in Africa.
With more than 17510 professionals, working in over 20 countries around the world.
MTN recruiters are always searching for brilliant candidates with an entrepreneurial spirit, looking for a work culture where innovation is the goal, hard work is expected, and creativity is rewarded. MTN employees enjoy competitive salaries, excellent health benefits, and a network of like-minded co-workers that drive innovation across the entire telecommunication industry.
Job Description
Lead the transformation of customer service through digital strategies. Oversee and guide the customer operations team, optimizing processes based on customer insights. Establish and enforce service standards for exceptional customer experience across omnichannel platforms.
General working conditions:
- Normal MTN Benin working conditions May be required extend hours
- Anywhere/Anytime work
Continuous Risk & Compliance Management & Reporting
- Perform and encourage continuous and effective risk management practice within your activities.
- Promote risk-based decision taken. Ensure effective escalation of key risks, compliance breach and non-ethical issues.
- Demonstrate and encourage ethical behaviors. Promote Business continuity best practices and compliance to applicable regulations and internal PPPs (Policy, Process and Procedures).
Responsibilities
- Design and execute strategies aiming at transforming end-to- end the customer service with a digital-first approach.
- Lead and supervise the customer operations team, providing guidance, support, and training to ensure exceptional customer service delivery.
- Leverage on customers insights to identify opportunities for processes optimization within the customer operations.
- Define and implement a service standard blueprint to provide an outstanding experience to our customers.
- Implement omnichannel strategies to ensure a consistent and seamless experience to our customers across all the channels (contact center, retail stores, digital channels etc.).
- Collaborate with the commercial teams to align customer operations with sales objectives and drive revenue growth.
- Implement initiatives to enhance cross-selling and upselling opportunities within customer service interactions.
- Develop and refine customer identification processes to ensure accuracy, efficiency, and compliance with regulatory requirements.
- Implement measures to protect customer data and privacy during all customers operations.
- Develop and maintain comprehensive reporting mechanisms to track key performance indicators (KPIs) for retail channels, contact center, digital channels, customer support, and sales.
Job Requirements
Qualifications
- Master’s degree in business administration, Marketing, or in any other relevant field.
- Fluent in French and English.
- Minimum 10 years’ experience.
- Minimum 05 years track record of team management.
- 5 -7 years’ experience in the customer service domain.
Skills:
- Customer-centric mindset and deep understanding of the importance of delivering exceptional customer experience.
- Strong digital Skills.
- Excellent communication skills.
- Project Management skills.
- Strong leadership and people management skills.
- Proven ability to lead and manage change initiatives.
- Excellent analytical and problem-solving skills.
ABOUT THE TEAM
The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.
Key roles that the Human Resources team performs:
- Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
- Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
- Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
- Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
- Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
Method of Application
Deadline:
Apply Before: 03/18/2024, 08:30 PM
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