Senior Manager - Customer Operations Walk In Lagos and South West at MTN Nigeria

Reports To: General Manager - Customer Operations

Division: Customer Relations

Mission:

• Oversee the branded retail channel of MTNN and various customer care units within MTN. Sustain and enhance support, sales, customer experience, and meeting stakeholder expectations. 
• Proactively identify service frictions and employ the best solution to ensure a high-quality service to all MTNN customers.

Description:

• Provide leadership and advice on regional and competitive intelligence.
• Partner effectively with MTNN’s critical high-value customers to enhance MTN’s corporate brand.
• Improve MTNN’s Net Promoter Score
• Oversee the operations and activities of various walk-in customer service points within a designated region and ensure branded customer service.
• Develop strategies for effective customer care services across the retail channel, in line with the goals and objectives of MTNN.
• 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.
• Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and in line with budget provisions.
• Design, implement, and track initiatives to meet and exceed assigned financial targets across the revenue/product mix for the regions in alignment with MTN Nigeria and regional quarterly business and activity plans.
• Develop and maintain a dispute management and escalation process, including filing disputes when billing errors are identified and tracking disputes through resolution within a specified time period.
• Manage the integrity of inventory and cash handling within Owned Touch Point Channel.
• Define, implement, measure, and reward consistent EPIC customer experiences in line with national and regional business objectives and business initiatives in all branded and franchised stores and physical, service-led touchpoints.
• Identify, evaluate, and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
• Coach, train, and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage human resources career development programs for staff.

Education:

• A first degree in Business Management, Accountancy or any Social Science course, or any other discipline
• A master’s in business administration will be advantageous.
• Fluent in English and the language of country preferable.

Experience:

9–17 years’ relevant experience, which includes:

• Manager track record of 3 years or more, with at least 3 years in the relevant sector or industry
• Work experience across diverse cultures and geographies will be advantageous.
• 4 years of management experience in a customer-oriented service environment, preferably telecoms
• Experience in managing service level agreements, process improvements, and retail sales