General Manager - Home Customer Operations at MTN

Responsibilities

The General Manager – Home Customer Operations Lead will be responsible for the following:

Strategic Leadership and Development

• Drive the strategic direction for service delivery and customer experience initiatives, ensuring alignment with the organization’s vision and market dynamics.
• Assist MTN Group Home Leadership in the development of long-term growth plans, identifying new market opportunities and designing broadband solutions that cater to evolving customer needs
• Provide strategic oversight of resource planning for Group-level service delivery and CX initiatives, ensuring alignment with priorities, cost efficiency, and value realization
• Champion cross-functional collaboration between commercial, technology, and operations teams to ensure seamless execution of broadband initiatives, aligning all stakeholders towards shared goals and KPIs
• Drive innovation in service delivery models, leveraging emerging technologies and trends to optimize customer experience, operational efficiency, and market competitiveness

Operational Delivery & Process Excellence

• Lead the design and optimization of robust operational processes for home broadband installations, fault resolution, service recovery, and technical support
• Collaborate with respective Technology and OpCo teams to identify automation opportunities that streamline and scale operational workflows
• Lead Group-wide service quality governance by institutionalizing root cause analysis, corrective frameworks, and preventive controls to systematically reduce repeat issues and customer churn
• Define and enforce group-level SLAs and SOPs for key customer touchpoints, ensuring operational consistency, service excellence, and adherence to benchmarks across all markets

Customer Experience Design & Execution Management

• Define and lead the overarching customer experience strategy for home services, ensuring alignment with Group vision, market dynamics, and long-term customer value creation
• Oversee the design of end-to-end customer journeys for the home from order to installation, service usage, support, and retention ensuring alignment with overall home objectives
• Establish and drive the adoption of service experience KPIs, benchmarks (NPS, First Call Resolution, Time to Install) to identify experience gaps and mitigate issues
• Advocate for a customer-first mindset across all Home-related initiatives ensuring all customer touchpoints are optimized to deliver seamless, high-quality interactions

Technology & Automation Integration

• Partner closely with Technology teams to digitize customer journeys, automate service processes, and deploy cutting-edge support platforms (CRM, ticketing, field service tools, etc.), ensuring seamless and scalable delivery
• Define and communicate system requirements and process design inputs for all technology enablers to enhance the efficiency and build customer-friendly service workflows
• Spearhead the integration of technology and digital automation across service delivery channels, ensuring that innovation enhances turnaround times, reliability, and transparency
• Leverage AI, analytics, and automation to proactively resolve service issues, personalize support, and optimize operational decisions across the service lifecycle
• Drive a culture of innovation by piloting emerging technologies and digital tools that redefine service experiences and future-proof home operations

Opco Support & Enablement

• Translate strategic CX and service delivery goals into actionable execution plans across OpCos, embedding journey-based design principles into operations, technology, and frontline processes
• Serve as a strategic partner to OpCos—supporting the setting up and enhancement of local service delivery and CX operations
• Conduct operational maturity assessments and assist OpCos in closing performance gaps to uplift processes, systems, and frontline capabilities
• Promote adoption of standardized tools, automation platforms, and customer support technologies across Opco home markets

Voice of Customer (VoC) & Feedback loops

• Guide the development and implementation of Group-wide VoC programs, leveraging surveys, feedback tools, and analytics to capture insights across all customer touchpoints
• Embed customer feedback loops into both operational and strategic decision-making driving continuous improvements grounded in real-time customer needs

Performance Monitoring & Continuous Improvement

• Spearhead the creation and governance of CX dashboards to track key customer experience and operational KPIs, and driving performance review cycles focused on accountability, action planning, and continuous improvement
• Address service delivery challenges, align on strategic initiatives, and manage high-impact escalations, ensuring clear accountability and timely resolution
• Define the essential service delivery and CX capabilities required across OpCos, developing frameworks for assessing, training, and uplifting talent to meet Group standards

Team Leadership & Cross-functional Collaboration

• Lead and inspire cross-functional teams to achieve service delivery excellence, fostering a high-performance, results-driven culture
• Promote collaboration and alignment across OpCos and Group functions to ensure seamless execution of customer experience strategies
• Foster a startup-like mindset to drive agility, encouraging Opcos to rapidly pilot, learn, and support in improvement of core operations
• Collaboration (Formal and Informal Relationships)

Formal Relationships:

• Group Home Technology, Commercial, Finance, GTM, Product Development teams and respective functional Leads
• Opco Customer Experience, Technology and Commercial Teams and respective functional leads

Informal Relationships:

• External Vendors, Managed Service Partners, and Field Service Providers
• Customer Advocacy Forums and Support Communities

Qualifications

Education:

• Bachelor’s degree in business, Marketing, Engineering, Telecommunications, or a related field
• Master’s degree (MBA) or similar postgraduate qualifications is highly desirable

Experience:

• 12+ years of experience in a Service Delivery and Customer experience for telecom, broadband, or related service industries, with at least 4-5 years of leadership within telecom, technology, or digital services industry preferably
• Demonstrated experience building or transforming customer service and operational functions in a greenfield or scaling environment
• Deep understanding of home broadband value chains, technical service models, and digital customer engagement tools
• Hands-on experience working in greenfield or transformation environments, with ability to build and scale from scratch
• A strong exposure to African or emerging markets, with an understanding of consumer behaviour, market challenges, and localization needs
• Experience working in cross-functional, matrixed environments, influencing senior stakeholders, and mobilizing execution across diverse teams

Core Competencies:

• Customer Journey Design & Optimization
• Service Fulfilment & Assurance
• Field Operations Management & Optimization
• Digital Support & Self-Service Enablement
• Quality Assurance & Experience Analytics

Apply Before 08/07/2025