Position: Manager – Customer Management (Fixed Broadband) – Nigeria
JOB DESCRIPTION
Reports To: Senior Manager Customer Management Broadband
Division: Fixed Broadband
Mission:
Provide guidance on broadband products and services operations, establish standards, develop strategies for effective customer support aligned with MTNN goals, and determine resource requirements.
Responsibilities:
Capture business requirements and document through user stories for IT implementations.
Monitor departmental plans to ensure alignment with objectives, reviewing related trends.
Oversee broadband customer management, enhance services, and improve customer journeys.
Manage onboarding quality, investigate complaints, and develop solutions to enhance MTNN’s services.
Recommend and implement service delivery improvement processes and initiatives.
Develop a dispute management and escalation process, tracking disputes to resolution within SLA.
Lead strategic implementation of service operations in line with MTN’s business strategy.
Increase operational efficiency in broadband support operations.
Recommend new customer management strategies based on best practices.
Ensure effective quality assurance and service management across all areas.
Audit customer service procedures, policies, and standards, tracking trends for system improvements.
Oversee the management of FTTX estates in the region, driving retention.
Education:
First degree in Business Management, Financial Management, Accountancy, or a related discipline.
Master’s in Business Administration advantageous.
Fluent in English.
Experience:
6-13 years relevant work experience.
Manager track record of 3 years or more, with at least 3 years in the relevant sector/industry.
Worked across diverse cultures and geographies advantageous.
4 years of management experience in a customer-oriented service environment.
Experience in managing service level agreements, process and service improvements, and billing systems.
ABOUT US:
Join MTN Nigeria and be part of a mission delivering a bold new digital world to Nigeria and Nigerians. Our Y’ello family values people as our most critical competitive assets. Passionate about working for a brand investing in you? This is the place! Our Employee Value Proposition enables you to work with meaning, connect to develop, thrive in positivity, and grow with purpose. Apply today!
*Eligible Females and People with Disabilities are encouraged to apply.
*MTN Nigeria Communications Plc (MTN) never asks for payment from applicants.
*MTN is not liable for fraudulent job offers or the fraudulent use of MTN’s name.
*For whistleblowing and reporting fraudulent recruitment activities, contact us via MTNN.ForensicServices@mtn.com.
*By applying for this job, I confirm completing the job application privacy notice on MTN Nigeria job site (https://www.mtn.ng/career/).
HOW TO APPLY
To apply, CLICK HERE
