Duty Station: Kampala,
Uganda
Reports to: Chief Executive
Officer
MTN-Uganda is the leading
telecommunications Company in Uganda, providing payphone, fixed lines,
fax/data, internet and mobile services.
Job Summary: The General Manager – Customer Experience will oversee
the voice of the Customer (VOC) into all aspects of the Business to result in a
branded MTN Customer experience and to provide strategic direction by ensuring
overall responsibility of driving Customer Experience through the Contact
Center and Service Centers.
Key Duties and
Responsibilities:
- Ensure that the Voice of the Customer is
included in all customer impacting aspects of the business. - Actively facilitate and drive the
prioritization of Customer experience impacting initiatives across the
business (including Business cases and IT support). - Work closely with key stakeholders, review
the Must Win Battles (MWBs) on an annual basis and include in the Business
planning process. - Technically support the resolution of
cross functional Customer experience impacting activities. - Manage specific cross function Customer
experience initiatives (transformational). - Ensure that prioritized elements of the
Customer Journey/Corridor are reflected/ deployed (and monitored) in all
MTN Customer experience points to support loyalty and business growth.
(Service Strategy). - Manage the MTN Service Centers to drive
the Customer experience. - Actively facilitate the deployment of Customer
Experience Enablers (People, Technology etc) with clear Strategies and
Project Management for execution. - Actively deploy and monitor the MTN EVP in
the Customer Experience environment to maximize employee productivity,
engagement and retention. - Proactively develop and implement Change
management taking cognizance of VOE (Voice of the Employee) and VOC (Voice
of the Customer). - Develop, deploy and maintain operational
execution dashboards/timely reporting mechanisms and controls to ensure
lean and effective Customer experience operations. - Continuously review key business processes
to achieve MTN Group and MTN Uganda KPIs. - Implement effective Strategies for
Customer Support to support operational Service strategy. - Implement appropriate Strategies for customer
acquisition, retention and loyalty in line with the MTN Customer
Segmentation Strategy. - Facilitate the delivery of relevant,
timely and effective learning solutions around products and services that
support attainment of Business objectives. - Continuously review and monitor all
aspects of the Billing Cycle (post-paid business) to support the overall
MTN Uganda Management Strategy. - Offer mentoring and Coaching to direct
reports. - Proactively develop and review the
business processes and underlying policies and procedures to ensure
effective operations and in-line with the changing needs of the Customer
Experience division. - Build and strengthen working relationships
and nurture synergies with the supporting Business units, Business Process
outsourced partners and other key stakeholders. - Steer the implementation of the P10
initiatives. - Control business risk through the
institutionalization of internal controls and checks within Customer
Operations to combat fraud and financial loss. - Send monthly Customer Experience and NPS
performance Reports for review by the CEO.
Qualifications, Skills and
Experience:
- The ideal candidate for the MTN General
Manager – Customer Experience should hold a Master’s Degree in Business
Administration (MBA) or Social Sciences. - Possession of a Bachelor’s Degree in
Commerce, Business Administration, Marketing or Social Sciences - At least five to ten years’ experience in
an operations environment and Business Management - Past exposure and experience in a Telecomm
environment or Service oriented organization at senior management level - Prior experience in managing medium to
large Telecommunications Service environments is important - Excellent knowledge of Telecoms industry
trends and best practices - Working knowledge of competition and market
dynamics - Excellent Knowledge of Telecoms industry
trends, best practice Customer Service. - Operationally astute and good knowledge of
competition & market dynamics - Attained training in Emotional
Intelligence and Project Management - Excellent knowledge of financial analysis
- Deep knowledge & understanding of
Contact Center Policies, Systems and Procedures. - Possess high levels of integrity.
- Excellent People management skills and
good interpersonal skills - Excellent Communication skills both oral
and written. - Results oriented and target driven.
- Culture and change translator/champion
- Stakeholder influencer
- Possess good relationship management
- Possess a good business acumen-
understanding of the business as a whole - Strong logical and analytical skills
- Good planning and organizational skills
- Flexibility-the ability to adapt and
change in the internal culture - Good aptitude and adaptable
- Creative and Customer centric
- Excellent presentation skills and
knowledge of MS Powerpoint
NB: Please note that presentation of false academic documents
and certification will lead to criminal prosecution.
All suitably qualified and interested candidates should send their Job
Applications with detailed CVs,
certified copies of academic certificates (originals are to be presented at the
interview) and names and addresses of three referees addressed to the: General
Manager Human Resources, MTN- Uganda, P.O Box 24624, Kampala, Uganda.
Deadline: Monday, 20th July
2015.
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