Job Title: Manager – Customer Operations
Organisation: MTN Mobile Money Uganda Limited
Duty Station: Kampala, Uganda
Reports to: Country Lead – Ecommerce
About US:
MTN-Uganda is the leading telecommunications Company in Uganda, providing payphone, fixed lines, fax/data, internet and mobile services.
Job Summary: As the Customer Operations Manager, you will play a critical role in ensuring the seamless operation of customer support and operations for our Ecommerce marketplace platform across different countries. You will be responsible for building and leading a high-performing team, establishing efficient processes, and maintaining a strong focus on customer satisfaction
Key Duties and Responsibilities:
Team Leadership:
- Develop a skilled team of customer support and operations professionals across multiple countries. Provide coaching, mentoring, and performance management to ensure team growth and success.
Operational Excellence:
- Implement and optimize customer support and operations processes, policies, and procedures to ensure efficiency, consistency, and adherence to service level agreements (SLAs).
Customer Experience KPIs:
- Champion a customer-centric culture within the organization, emphasizing the importance of delivering exceptional customer experiences.
- Monitor and track Customer Experience KPIs, including but not limited to:
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
- Customer Effort Score (CES)
- First Response Time (FRT)
- Resolution Time
- Contact Deflection Rate
- Churn Rate
- Develop and implement strategies to continuously improve these KPIs, ensuring that customer satisfaction remains a top priority.
Cross-Country Coordination:
- Collaborate with regional teams to ensure a consistent and high-quality customer experience, aligning strategies and best practices across different markets.
Data-Driven Insights:
- Utilize data analytics and reporting to identify trends, monitor KPIs, and drive data-driven decision-making within the customer operations function.
Technology Integration:
- Work closely with the technology team to identify and implement tools, systems, and automation that improve the efficiency and effectiveness of customer support and operations.
Process Improvement:
- Continuously assess and enhance customer support workflows and processes, seeking opportunities for optimization and cost-efficiency
Compliance and Quality Assurance:
- Ensure compliance with relevant regulations and internal quality standards, conducting regular audits and assessments as needed
Crisis Management:
- Develop and implement crisis management plans and procedures to address critical issues and minimize customer impact during disruptions.
Governance
Operational, Tactical and Strategic Meetings
- Provide input in strategic meetings when required
- Provide inputs into the risk mitigation and controls
- Provide input into the preparation of proposal on change initiatives, policies and procedures
Escalations
- Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
- Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
Function Tactical
- Provide input into all projects initiated
- Provide input into establishing objectives, targets and budgets for the function as applicable
- Identify and document key risks, issues and dependencies and set mitigation actions
- Prepare documentation required for sign-off / making decisions regarding tactical changes
Performance
- Ensure execution in alignment with divisional strategy
- Continuous performance monitoring and adjust strategy and actions to deliver targets
Reporting
- Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organisation
- Report on an ad hoc basis on specific projects, as required
Budgets
- Manage functional budgets in line with overall budget and business objectives
- Managing project initiative budgets in line with business objectives
- Support the reduction of cost of operations, in line with a least cost operating strategy stemming from the business drivers
Qualifications, Skills and Experience:
- The applicant must have completed a 4-year Business Administration, Finance, Supply Chain (or related) Degree
- Master’s in business administration is advantageous
- Five years of experience in customer support or operations management, preferably in the Ecommerce or marketplace industry.
- Proven experience managing and developing teams across multiple countries and regions.
- Strong analytical skills and proficiency in data-driven decision-making.
- Excellent communication, leadership, and interpersonal skills.
- Familiarity with customer support tools, CRM systems, and data analytics platforms.
- Ability to adapt to a fast-paced and dynamic environment.
- Understanding emerging markets advantageous
- Worked across diverse cultures and geographies
- Pan Africa multi-cultural experience is advantageous
- Experience working across global locations/ regions and have a grasp of political, social, infrastructure and integrity challenges
- Willing and flexible to travel within Africa .
- English speaker. French, Portuguese, Zulu, Swahili, and other Africa languages a plus
Functional Knowledge:
- CRM Systems
- Project Management
- Product Management
- Digital marketing
- Product Analytics
- Consumer Trends & Analysis
Skills
- Analytics and Interpretation
- Strategic Thinking
- Organizational Agility
- Digital mind-set
- Dealing with ambiguity and complexity
- Decision Making
- Conflict Management
- Numerical
- Project Management
- People Management
- Executive Presentation
Behavioural Qualities
- Analytical
- Organised and methodical
- Operationally astute
- Proactive
- Detail-oriented
- Driven
- Results-oriented
- Team player
How to Apply:
All candidates who wish to join MTN Uganda Limited in this capacity should apply online at the link below.
Deadline: 6th December 2023
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