Reports To : Senior Manager Customer Management Broadband
Division : Fixed Broadband
Description
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 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 in 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 the filing disputes when billing errors are identified and tracking disputes through resolution within specified time 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
Ensure effective quality assurance and service management across all areas
Education :
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
*Eligible Females and People with Disabilities are encouraged to apply