Service Centre Operations Support Manager Career Opportunity – MTN-Uganda

Organization: MTN-Uganda
Duty Station: Kampala, Uganda
Reports to: Senior Manager Service Centers &
Connect Stores
About US:
is the leading telecommunications Company in Uganda, providing payphone, fixed
lines, fax/data, internet and mobile services.
Job Summary: The Service Centre Operations Support
Manager will cultivate a high service and sales culture while ensuring the
smooth running of the Service centers through optimum utilization of resources
Key Duties and Responsibilities:  
  • 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
  • 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
Qualifications, Skills and Experience:  
  • 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 &
  • Excellent stress management
  • A strong business acumen
  • Good financial and planning skills
  • Good communication and interpersonal
  • Highly developed coordinating
  • People management, financial and
    stock management skills.
  • Good interpersonal and problem
    solving skills.
  • Commitment to quality and high
  • Highly resilience, self-motivated
    and flexible
  • Ability to work under minimum
  • Ability to learn and unlearn.
Please note that presentation of false academic documents and certification
will lead to criminal prosecution.
How to Apply:
suitably qualified and interested candidates should send their applications
with detailed CVs, certified copies of certificates (originals are to be
presented at the interview) and names and addresses of three referees to Recruitment
Officer, MTN- Uganda, P.O. Box 24624, Kampala, (MTN Towers).
Deadline: 15th August, 2016 by
5:00 pm

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