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Job Title:   Senior Manager – Customer Enablement  

Organisation: MTN Uganda Limited

Duty Station: Kampala, Uganda

Reports to: General Manager – Enterprise Business Unit

About US:

MTN Uganda is a subsidiary of MTN Group, a multinational Telco operating in Africa and Middle East, with over 280milllion subscribers, making it the largest in Africa. MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.

Job Summary:  The Senior Manager – Customer Enablement will provide specialized industry technical knowledge, design and deliver on ICT solutions that meet the needs and demands of Business Enterprise customers. The position carries the technical responsibility for design authority, technical excellence, service delivery and support from simple to complex cost-efficient ICT solutions to enterprise customers. on GSM, Non-GSM, and converged services platforms. The scope of the portfolio includes providing exceptional customer service and support to enterprise customers with focus on both GSM and Non-GSM services among which include connectivity, communication, digital enablement services, Converged Services, IT Platform capabilities /capacities and Managed ICT Services.

Key Duties and Responsibilities:

• Expert Solution Architecture: Build, maintain and manage continuous technical relationships within corporate customers and partners to ensure high levels of satisfaction through consultation and technical design.
• Client Experience: Management of large, technically complex bids and proposals. Ensure customer satisfaction by designing and conceptualizing complex solutions and after-sales service for customers that are revenue-generating, deliverable and supported by the business.
• Governance and Control Measures: Ensure alignment with Group EBU sales and solutions architect’s processes and customer service best practices. Strict compliance to relevant policies and procedures
• Lead and manage a team of customer enablement professionals, ensuring they have the necessary skills and knowledge to deliver exceptional customer service and support.
• Defining the solutions/products/services strategy and communicating these both internally and externally. Develop short and long-range customer enablement solutions goals, objectives and operations plans.
• Drive the implementation of customer enablement solutions that enables high Q0S and ensures the SLAs are met.
• Identify value propositions to the marker that can be realized by existing network infrastructure & designs.
• Understand the overall ICT needs of corporate customers and consistently seeks to build systems and processes that deliver on the customer’s underlying needs.
• Co-ordinate and work with multiple engineering/projects teams for the managing and planning of programs, projects and tasks aimed to deliver business solutions.
• Support the Sales team in the Bids preparation process.
• Minimize CAPEX and OPEX spending in technology in collaboration with CTIO and their teams.
• Assists in the preparation of the Business Solutions Business Plan by preparing the departmental budget and business plan.
• Identifying CAPEX/OPEX requirements operational and personnel requirements to achieve strategic objectives.
• Negotiate delivery dates and resource plans with internal stakeholders.
• Assist internal process improvement initiatives for the sales, delivery & support of Business Solutions
• Assist internal stakeholders with understanding the products and provide system automation networking and customer support for the suite of products that make up the environment.
• Follow up and verification of SLA of products and services delivered.
• Interact with Network, IT functions and Data Support Teams for the follow up of clients and to ensure a better quality of service to clients as per the signed Contracts and SLAs
• Ensure flawless technical support to customers.
• Responsible for the interface & coordination with Technology and Procurement groups.

Qualifications, Skills and Experience:

• The applicant for the MTN Uganda Limited Senior Manager – Enterprise Customer Enablement job must hold a Bachelor’s degree in a relevant field, such as Computer Science, Information Technology, Telecommunications Engineering, Electrical Engineering, Computer Engineering, Software Engineering or any other related fields of capability and competence.
• Post graduate Degree in Telecommunications Engineering, Information Technology, Finance, Project management, Strategy or related is advantageous.
• Seven years of experience in a customer enablement or technical support role, preferably in an ISP or telecommunications industry.
• Proven leadership skills, with experience managing teams of customer support professionals.
• Strong technical knowledge of connectivity, communication, and digital enablement services, including LAN/WAN networking, cloud-based services, and cybersecurity.
• Excellent communication skills, with the ability to effectively communicate complex technical concepts to non-technical stakeholders.
• Ability to work collaboratively across multiple teams and departments and manage multiple projects simultaneously.
• Experience in enterprise customer relationship management, including strategic account management and retention strategies.
• Strong analytical and problem-solving skills, with the ability to identify and address complex technical issues.
• Ability to thrive in a fast-paced, dynamic environment, and adapt to changing customer needs and business requirements.
• Ability to develop and maintain relationships with key stakeholders.
• Must possess exceptional writing skills.
• Strong communicator who works well independently and with a team
• Ability to think strategically and implement plans and strategies to overcome complex business and industry challenges.
• Superior time management skills and the ability to juggle multiple projects simultaneously.
• Must be resourceful and take initiative even with minimal direction.

Personal Attributes

• Negotiation skills
• Management skills
• Presentation and Communication skills
• Ability to work in high pace rapidly changing environment
• Business planning skills
• Document writing
• Training skills

Behavioural qualities:

• Agility – Ability to work in high pace rapidly changing environment;
• Business planning skills;
• Document writing; and
• Managing projects across multiple departments.
• Effective Communicator
• Customer focused
• Integrity
• Accountability
• Open minded
• Task oriented
• Initiative
• Cope under extreme pressure

NB:

• Female applicants are strongly encouraged to apply.
• In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.

How to Apply:

All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.

Click Here

Deadline: 27^th September 2023

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