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• Oversee the recruitment, performance
  and development of staff in the Service Centers.
• Mentor and coach direct reports                 
• The incumbent will develop a
  credible employee value proposition to maximize employee engagement and
  promote loyalty.
• In charge of the implementation of
  the Service Centre HR operations in respect to Service Centre contract
  staff recruitment, training and discipline.
• Manage the 3rd Party service
  providers in the Service Centers
• Implement appropriate strategies to
  manage risk within Company risk appetite parameters.            
• The jobholder will manage Service
  Centre stock through formulation & implementation of the necessary
  controls in the Service Centers
• Formulate and implement controls in
  respect of Mobile Money Float and Sales (Cash) in the Services Centers
• Perform periodic quality checks and
  implement strategies to ensure performance improvement and relevance to
  the ever changing customer needs.  
• Ensure that Service Centers maintain
  the approved Look & Feel as per the C.I
• The jobholder will implement
  appropriate strategies for achieving both the Retail & service
  strategies by managing the customer experience at the Service Centers     .
• Develop strategies to fully support
  the MTN Customer Experience program.
• To support the achievement of set
  revenue targets; Devices, Connections and deployment of cross sell and
  upsell strategies
• To set in place mechanisms for each
  service center to be an integral part of the Regional team and to form
  part of the MTN regional proposition in an effective manner.
• Actively promote and enforce
  strategic change in order to realize both the Service Centre and Business
  objectives
• Facilitate the planning of the
  Service Centre Strategies and annual Budgets
• Plan and monitor implementation of
  the Service Centre operational activities and annual budgets.             
• Prepare and submit management
  reports as required
• Build and manage relationships and
  nurture synergies with the supporting business units
• Improve operational efficiencies by
  formulating and implementing business processes in the Service Centers

• The applicant for the MTN Uganda Service
  Centre Operations Support Manager must possess a B. Com degree in Finance
  or Accounting, Business Administration or a numerate discipline     
• At least five years prior work
  experience in area of specialization
• A minimum of three years of leadership
  experience/managing teams.
• Previous experience working in a
  medium to large organization
• Prior experience in financial and
  stock management an advantage
• At least two years’ driving
  experience in a manual transmission vehicle
• Broad knowledge of best practice
  customer service principles
• Business process optimization 
• Good Customer Care Principles &
  Techniques
• Excellent stress management
  abilities                   
• A strong business acumen
• Good financial and planning skills
• Good communication and interpersonal
  skills      
• Highly developed coordinating
  Techniques
• People management, financial and
  stock management skills.
• Good interpersonal and problem
  solving skills.
• Commitment to quality and high
  performance.
• Highly resilience, self-motivated
  and flexible
• Ability to work under minimum
  supervision
• Ability to learn and unlearn.

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