Manager - Enterprise Client Service: Relationship Management Commercial Operations SA at MTN

RESPONSIBILITIES

Driving Profitable Growth for MTN Business 

• Ensure management of service relationship management team to minimize cost-to-serve
• Drive client retention through effective service delivery and continuous improvement
• Ensure and drive delivery against agreed SLA’s and contract deliverables

Focus on providing exceptional Client Experience

• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Ensure that regular CSAT surveys are conducted to monitor client satisfaction
• Ensure close working relationship with Account Management to improve delivery effectiveness
• Ensure tracking of escalated issues for the team and resolution
• Ensure effective and efficient service escalation processes are in place
• Act as Custodian for customer engagement across the business 

Ensuring a culture of Operational Excellence

• Drive and ensure accurate and timely business and client performance reporting 
• Drive and ensure the optimal client service organisation structure to enable better client experience
• Drive and ensure the optimal client service processes and procedures across the functional area
• Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
• Drive and continuously improve the client service models to align the business performance to client expectations
• Drive and ensure that an effective client take-one process is in place for new clients and service take-on for existing clients
• Effective operational budget management

Instilling appropriate Employee Excellence 

• Lead, develop and coach the Client Service relationship management team
• Act as an ambassador and role model for MTN Business by living the brand values and vital behaviours
• Lead to ensure that the MTN Business Client Service environment is the best place to work
• Drive to improve employee engagement through the GCA
• Ensure the attraction, development and retention of top Client Service talent
• Build a professional and diverse Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Ensuring appropriate Governance and Control measures 

• Ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Drive the Implementation of proper controls and processes to minimise revenue leakage
• Drive and ensure that the relationship account governance to retain and grow clients
• Appropriate implementation of DoA

SLA Compliance and Service Improvement

• Oversee the management and reporting of client SLA and contract compliance reporting by the team
• Oversee and drive the delivery of client contract deliverables by the team 
• Oversee ad drive the formulation of service improvement initiatives by the team
• Assist the team with the escalation of various improvement initiatives when applicable
• Oversee the formulation and mitigation of client risk registers by the team

Functional improvement

• Identify ways to optimise policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for client delivery within the scope of the value stream or impacting processes and systems 
• Collaborate with the CoE team to design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiatives proposed by the business. 
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS

• 3 Year Tertiary qualification in Commerce or equivalent
• Manager track record of 3-5 years or more; with at least 3 years in relevant sector/ industry in a Client Service leadership role within the ICT industry