Manager – Customer Management Broadband East, Chief Operating Officer Office Job At MTN Nigeria

Manager – Customer Management Broadband East, Chief Operating Officer Office Job Vacancy At MTN Nigeria

A Manager – Customer Management Broadband East, Chief Operating Officer Office job vacancy is currently available at MTN Nigeria. Applications are hereby invited from suitably qualified individuals who possess all the below-listed criteria.

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Job Identification: 1070
Job Category: MTN Level 3
Division: Chief Operating Officer’s Office
Reports To: Senior Manager Customer Management Broadband

Manager – Customer Management Broadband East, Chief Operating Officer Office Responsibilities

• Provide leadership and advice on broadband billing operations and set standards for related activities, as well as establish the resources to meet customer care services.
• Develop strategies for effective customer care services in line with the goals and objectives of MTNN.
• Develop plans in support of defined broadband billing operations and/or related customer care strategies, identify business resource requirements and propose a budget for the department.
• Monitor and review departmental plans to ensure the effectiveness of the strategies developed and related activities are in alignment with the objectives of the department and MTNN.
• Oversee the management of billing operations, review related trends and develop approaches to enhancing services and improving customer care services and experience.
• Maximize operational performance by providing adequate resources, ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and line with budget provisions.
• Manage overall quality of billing operations, handling billing complaints, investigating customer complaints and developing solutions to enhance MTNN’s services to customers.
• Develop and maintain a dispute management and escalation process including filing disputes when billing errors are identified and tracking disputes through resolution within a specified period.
• Monitor financial performance of various telecommunications services related vendors as it relates to contract rates and budgeted cost models.
• Track and ensure disputes are documented and accessible for reference by authorized users.
• Manage and lead the strategic implementation of the service operations in line with MTN business strategy
• Increase operational efficiency and effectiveness in broadband Support Operations
• Implement effective support and experience operations
• Recommend new strategies in customer management according to best practice

Requirements

• First Degree in Business Management, Financial Management, Accountancy or any Social Science course or any related discipline
• Master’s in Business Administration advantageous
• Fluent in English.

Experience:

• 6 – 13 years relevant work experience including:
• Manager track record of 3 years or more; with at least 3 years in 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.

How To Apply

• Hit the ‘APPLY FOR JOB’ button below.
• Follow the displayed link to proceed to the MTN Nigeria recruitment portal.
• Complete your application and submit.
• The application deadline is 1st December.