Manager - Customer Management Broadband LSW.Chief Operating Officer Office NG
MTN Group
3d ago

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
  • 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
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