Senior Manager - Customer Operations | Home Broadband at MTN

Responsibilities

Key Performance Areas

• Home Operational Excellence
• Lead the design and rollout of Home Operational Excellence frameworks across FTTH and FWA journeys.
• Own journey-level standards, KPIs, and playbooks across:
• Order-to-install
• Install-to-activate
• Fault-to-resolution
• Billing & care
• Retention & save
• Institutionalise root cause analysis, corrective actions, and preventive controls to reduce repeat issues and chronic failures.
• Drive cost-to-serve optimisation through productivity, automation, and partner performance management.
• Service Fulfilment & Assurance Excellence

Define and embed Group standards for:

• Time-to-install
• First-time-right installation
• Field visit productivity
• SLA adherence
• Work with Technology and OpCos to improve fault diagnostics, triaging, and resolution cycles.
• Support optimisation of field force models, contractors, OEMs, and managed service partners.
• OpCo Execution & Enablement
• Act as a hands-on execution partner to OpCos:
• Conduct operational maturity assessments
• Identify gaps and prioritised interventions
• Support pilots, fixes, and scaled rollouts
• Translate Group standards into practical OpCo execution plans, respecting local realities.
• Coach OpCo teams on Home-specific operational best practices.
• Performance Management & Governance
• Design and maintain Home Customer Operations dashboards tracking:
• Installation performance
• Assurance KPIs
• Churn drivers
• Customer complaints & escalations
• Run structured performance review cadences with OpCos.
• Surface risks, underperformance, and improvement opportunities with clear action plans.
• Digital Enablement & Automation

Partner with Technology teams to:

• Digitise Home journeys
• Improve CRM, ticketing, and field service workflows
• Enable self-care and proactive service
• Support deployment of automation, analytics, and AI-led use cases to improve speed, quality, and predictability.
• Knowledge Management & Capability Building
• Build and curate a Group Home Operations Playbook (standards, tools, templates).
• Create a Home Operations Knowledge Hub to share best practices across markets.
• Support capability uplift across OpCos through training, clinics, and structured interventions.

Customer Experience & Service Delivery

• Design, implement, and continuously optimize end-to-end customer journeys across sales, activation, billing, care, and retention touchpoints.
• Monitor customer satisfaction (CSAT), Net Promoter Score (NPS), churn, and service quality KPIs to drive improvements.
• Leverage data insights, feedback, and benchmarking to anticipate customer needs and implement proactive interventions.

Business Enablement & Performance

• Define, cascade, and monitor customer operations KPIs across OpCos.
• Provide market and competitor insights on customer experience benchmarks to inform business decisions.
• Identify risks, deviations, and opportunities for optimization, ensuring corrective measures are implemented.

Project & Programme Management

• Provide oversight and coordination of customer operations projects and service delivery initiatives across OpCos.
• Ensure effective planning, execution, and tracking of projects aimed at improving customer experience.
• Drive the adoption of digital tools, automation, and omnichannel capabilities to enhance efficiency and service quality.
• Continuous Improvement & Knowledge Management
• Establish a “Customer Excellence Hub” to share best practices, lessons learned, and customer-centric innovations across OpCos.
• Foster a culture of continuous improvement and innovation in customer service processes, technologies, and delivery models.
• Enable capacity-building programs to strengthen customer operations capabilities across OpCos.
• Stakeholder Management & Communication
• Build and manage strong relationships with internal stakeholders (Group, OpCo teams, support functions) and external stakeholders (suppliers, partners, regulators).
• Function as a customer operations subject matter expert, supporting board packs, Exco reviews, and performance updates.
• Develop and manage key communications and announcements relating to customer operations and service delivery.

Collaboration 

Key Internal Stakeholders:

• GM: Customer Operations (Group Home)
• Group and OpCo Home Broadband Teams.
• Group Executive Leadership.
• Technology, Finance, Risk & Compliance, HR.
• Key External Stakeholders:
• Regulators.
• Industry bodies.
• Key suppliers and vendors.
• Strategic partners

Qualifications

Education:

• Minimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
• Postgraduate qualification (MBA/Masters) advantageous.

Experience:

• 6–9 years of relevant experience in telecom, broadband customer operations, service delivery, or customer experience management.
• Minimum 5 years’ experience in telecommunications, broadband, or ICT industry.
• Strong hands-on exposure to FTTH and/or FWA service delivery

Proven experience in:

• Install & assurance operations
• Field force / partner management
• Operational excellence or transformation programmes
• Experience working across multi-country or matrix environments
• Exposure to African or emerging markets preferred.

Core Competencies:

• Home Broadband Operations Expertise – strong understanding of home operations across installation, assurance, and customer care.
• Operational Excellence Practitioner – proven ability to drive journey-based improvements through standards and KPI discipline.
• Customer Champion & Experience Builder – ability to design and implement gold-standard customer journeys.
• Decisive Problem Solver & Innovative Value Creator – strong ability to resolve operational challenges and introduce best practices.
• Operationally Astute & Results Achiever – ensures delivery of high-quality service within set targets.
• Strong Leadership & Influence – ability to drive change & collaboration across OpCos.
• Analytical & Strategic Thinker – ability to use data and insights for decision-making.
• Resilience & Agility – able to operate effectively in a fast-paced, high-pressure environment.

Skills:

• Customer Journey Mapping & Design
• Customer Experience (CX) Management
• Service Delivery & Process Optimization
• Project & Program Management
• Performance Management & Reporting
• Strong communication, negotiation, and presentation skills

Apply Before 02/20/2026, 10:59 PM