Senior Manager: Channel Experience

Context Fintech is entering a new phase where operational and commercial excellence has become critical for success. We at MTN believe this is a game changer in terms of our business strategy. We are looking at an incumbent to join us as we build a successful business together. As part of your portfolio as Senior Manager: Channel Experience, you will be: The Senior Manager: Channel Experience plays a critical role in ensuring world‑class experience across all digital touchpoints (App, Web, USSD), guaranteeing high availability, stability, and seamless service delivery for customers in every market. This role serves as the business owner for operational excellence across digital channels, leading the Digital Channel Support team, coordinating cross‑functional readiness, ensuring testing and release quality, and driving customer satisfaction. It represents the voice of the customer and the business in all channel‑related platforms, influencing Group IT, DevOps, Product Owners and OPCO teams to deliver outstanding digital performance. Strategy Development & Implementation Implement & lead the Digital Channels Experience strategy aligned to Group Fintech product roadmaps and commercial goals. Translate strategic priorities into measurable operational plans across all OPCOs. Lead cross‑functional alignment with Group Business Owners, IT, DevOps, and Product teams on digital feature rollout and service improvement. Operational Delivery Digital Channel Experience Management Define and champion the channel experience vision across App, Web and USSD. Ensure digital channels evolve to meet commercial targets, customer experience standards, and self‑service ambitions. Influence product enhancements using customer insights, app reviews, behavioural data, and channel analytics. Service & Operational Excellence Monitor platform performance and service availability across markets. Ensure SLA adherence, reliability and timely incident resolution with Group IT & DevOps. Oversee disaster recovery readiness and alignment with BCM policies. Testing & Rollout Readiness Oversee business‑side UAT, regression testing and end‑to‑end testing readiness. Ensure testing efficiencies, coordination across OPCOs, and sign‑offs before production release. Maintain structured handover, defect management, and post‑release impact analysis. Stakeholder & Issue Management Lead multi‑market escalations impacting customer channels. Maintain strong collaboration with IT Ops, Engineering, Incident Management, OPCOs & vendors. Ensure quick turnaround on issues and embed root‑cause learnings into future releases. Customer & Channel Performance Analyse customer feedback, channel usage, churn indicators and app store ratings. Identify and drive experience improvements to reduce friction and boost adoption. Ensure continuous performance monitoring and proactive CX interventions. Leadership & Team Development Lead and develop the Digital Channel Support team to deliver multi‑market coverage. Build capabilities in digital operations, UAT, data insights, and service excellence. Foster a culture of responsiveness, ownership, collaboration, and continuous improvement. Key Performance Areas (KPAs) Service availability and SLA adherence Business UAT coordination and readiness Customer satisfaction on digital channels Cross‑OPCO testing support and go‑live success Issue resolution and turnaround Stakeholder engagement (Business Owner, OPCO, IT) Budget control and cost optimization Must‑haves we look for in an incumbent Education Honours degree in Business, IT, Digital Operations, or related field. Master’s degree/ Masters in Business Administration is advantageous. Experience 8–12 years total experience, minimum 5 years in digital operations, digital customer experience, platform support or digital product management. Experience leading regional marketing across multiple African or emerging markets. Experience in digital customer experience, product operations, or platform support. Experience in quality assurance, particularly User Acceptance Testing (UAT) in cross‑market environments. Telecoms, fintech, or platform‑based ecosystem experience is highly advantageous. Deep understanding of Fintech ecosystem, players, business models and industry related best practices Experience working across global locations/ regions and have a grasp of political, social, infrastructure and integrity challenges. Understanding emerging markets advantageous Willing and flexible to travel within Africa and Middle East English speaker. French language being an added advantage. What will give an edge to your application Functional Knowledge Cross‑functional leadership and stakeholder management. Creative thinker, innovative executor, and data‑driven decision‑maker. Understanding of FinTech, banking, microfinance, and