Manager - Service Delivery. Customer Relations and Experience at MTN Nigeria

Job Description

Mission:

• Responsible for providing the highest quality of customer-focused care and satisfaction using knowledge of products, systems, and procedures to make informed decisions, deliver enabling solutions, and maintain profitable customer relationships.

Description:

• Track and monitor customer services and customer care operations, and ensure action is taken to improve and realize service level targets.
• Deploy tools and procedures to capture, monitor, and identify pain points for improvement, and ensure complaints are promptly attended to and customers are informed of their status in the resolution process.
• Deploy digital and automated tools and procedures to promote self-service, scale, and liberalize customer support applications and solutions.
• Collect data and information on customer care needs and issues and manage the implementation of new systems, procedures, and work ethics to improve customer service efficiency.
• Monitor and prepare periodic reports on pre- and post-implementation, sales, retention, and generate periodic reports for management review.
• Review customer relationship management (CRM) operations, ensuring operational objectives are achieved, identifying trends, and ensuring optimum service levels are achieved and maintained.
• Develop procedures to promote the establishment and maintenance of meaningful communications between customers and customer care representatives.
• Establish and maintain lasting relationships between customers and customer care representatives, as well as other key units within and outside TQM (Regulatory, Legal, Regulatory, Risk & Compliance, Information Systems, Marketing, Sales, Channel Distribution, Walk-in Centers, Call Center) to maintain a customer-focused attitude toward activities that improve customer lifetime value.
• Partner with MTNN’s Ecosystem Partners to deliver business value.
• Manage relationships with key stakeholder units (Regulatory, Risk & Compliance, Information Systems, Credit Collections & Billing, EB, FBB Marketing, Sales & Distribution, Walk-In & Online).
• Coach and train the team to ensure understanding of the objectives and goals of the department, awareness of set targets and requirements, and regular review of their training needs.
• Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.

Education:

• A first degree in social science or any related field
• An MBA is desirable.

Experience:

• 6–13 years’ experience, which includes:
• 3 years’ work experience in the area of specialization in supervising others
• Exposure to telecom customer support technologies and complementary technologies
• Exposure to customer support regulatory demands in telecom
• Experience in managing complex processes and procedures, including the role of digitization for process optimization
• Experience in agile/scrum methodologies and implementations
• High Proficiency in Excel, PowerPoint Usage, and any Data Analytics tools
• Project management certification or experience