Reports To: Chief Customer Relations Officer - CCRO

Division: Customer Relations

Mission:
Oversee the operations or activities of various customer care units within MTN Nigeria and ensure timely resolution of customer issues and complaints.
Identify service problems and employ the best solution to ensure a high-quality service for all MTNN customers.

Description:
Serve MTNN’s customers and provide solutions to improve the customer experience.
Partner effectively with MTNN’s critical high-value customers to enhance MTN’s corporate brand.
Improve MTNN’s Net Promoter Score
Develop strategies, champion a customer-centric culture across the organization, and develop or reform relationships with MTNN’s internal and external customers to transform MTNN's revenue.
Provide leadership and advice on defined contact channel 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 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 for the consumer and SME base, review related trends, and develop approaches to enhancing services and improving customer care services and experiences. Managing bill collections and reducing bad debt
Maximize operational performance by providing adequate resources and ensuring they are allocated and utilized in a cost-effective and financially disciplined manner and in line with budget provisions.
Manage the overall quality of billing operations by 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 the financial performance of various telecommunications service-related vendors as it relates to contract rates and budgeted cost models.
Grow and oversee digital interactions and contacts through service improvements initiatives for virtual-assisted and unassisted digital channels.
Support overall gross connections, secured services, and upgrades for both consumer and enterprise businesses through eyeballing activities.
Process revamp and optimization through robotic process automation initiatives to drive efficiency and productivity.
Identify, evaluate, and track the development needs and performance of staff within the department, providing opportunities for staff to build on the company’s investment in their training and improve productivity.
Coach, train, and mentor the team to ensure understanding of the objectives and goals of the department, awareness of all related job requirements and accountabilities, and leverage human resources career development programs for staff.

Education:
A first degree in business management, financial management, accounting, or any social science course or any related discipline
Master's in business administration will be advantageous.
Fluent in English and the language of the country is preferable.

Experience:
9–17 years of relevant work experience, including:
Manager track record of 3 years or more, with at least 3 years in the relevant sector or industry
Work experience across diverse cultures and geographies is advantageous.
4 years of management experience in a customer-oriented service environment, preferably telecoms
Experience in managing service level agreements, process improvements, and billing systems