Senior Manager

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Job Description

• The Head of Customer Experience is responsible for leading and managing the customer experience strategy within the Converged Solutions business unit. ​
• The Head of Customer Experience oversees SLA management, service helpdesk operations, and incident & problem management, ensuring a consistent and superior service delivery aligned with business objectives. They drive initiatives to optimize operational readiness, improve response times, and foster a customer-centric culture.​
• Further to refine processes to minimize disruptions and enhance service reliability and Implement strategies to ensure teams are prepared to meet customer needs and drive continuous improvement.

Responsibilities

Strategic Leadership & Implementation​

• Lead the development of the Customer Experience (CX) strategy aligned with the Converged Solutions business unit’s objectives, ensuring customer satisfaction, operational excellence, and continuous improvement are key drivers.​
• Implement the CX strategy by identifying critical touchpoints and areas for improvement across the customer journey, ensuring seamless interaction between customers and the business.​
• Collaborate with senior leadership and other departments (e.g., operations, sales, marketing, and IT) to integrate customer experience initiatives into broader business goals.​
• Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.​
• Develop and ensure execution of a strategic plan for effective Service Operations. Set strategic goals for operational efficiency and increased productivity​
• Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub-divisions. ​
• Drive effective change management where necessary supporting strategy implementation ​
• Provide guidance and expertise with regards business plans and execution alignment to Regional performance​

Customer Service Operations Delivery Excellence ​

• Lead a cross-functional team to deliver on customer services, thereby enabling the core teams to drive sales and innovation within the Business Lines. Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives ​
• Ensure the operational readiness of the Converged Solutions business unit, with a focus on adopting and scaling new technologies and processes that enhance customer support.​
• Oversee the service helpdesk operations, ensuring that they are optimized to provide fast, efficient, and customer-centric support, with measurable improvements in response times.​
• Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.​
• Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements.​
• Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.​
• Collaborate with key stakeholders, including vendors and internal teams, to monitor and assess performance against SLAs, ensuring alignment with customer expectations and business objectives.​
• Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements. ​
• Oversee the Incident & Problem Management function, ensuring timely and effective resolution of service incidents and problems.​
• Conduct root cause analysis for recurring issues, implementing strategies to prevent future incidents and proactively enhance system resilience.​
• Develop a framework for escalation management, ensuring clear communication and coordination between teams during critical incidents.​
• Develop and maintain operational processes and frameworks that support the consistent delivery of high-quality services, ensuring that teams are prepared to manage both current and emerging customer needs.​
• Define the standards and set targets for operational performance across the Customer Experience area and identify the parameters for measurement of performance.​
• Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets ​
• Act on significant deviations from defined performance metrics

Continuous Improvement​

• Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution Portfolios. ​
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace.​
• Lead initiatives to integrate new technologies into customer support and service processes, ensuring they align with operational objectives and enhance the customer journey.​
• Partner with business transformation teams to ensure that processes, systems, and people are ready for changes in customer service delivery, aligning with broader company transformation goals.​
• Drive continuous improvement initiatives by analyzing customer feedback and identifying opportunities to enhance the overall customer experience.​
• Lead efforts to capture and leverage customer insights, ensuring they inform future service improvements and operational changes.​
• Develop and implement key performance indicators (KPIs) to monitor the success of improvement initiatives and track customer satisfaction.​
• Assess, develop, propose and implement new models and structures for delivering required results and service experience ​
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery​
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.​

Customer Experience and Satisfaction​

• Monitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.​
• Develop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.​
• Collaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.​
• Ensure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.​
• Track and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.​

Cost Control/ Budget Management​

• Forecast, plan, develop and review budgets that provide MTN with return on investment for the Customer Experience area and seek OPCO approval thereof ​
• Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process​
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. ​
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios ​
• Ensure that all MTN company financial targets are met​
• Ensure Vendor & IT costs are effectively managed

Governance, Policies and Procedures​

• Design policies that align with overall strategy​
• Implement efficient processes and standards within area of responsibility​
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned​
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery​
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity​
• Responsible for a predictive risk view (financial and sales) from an MTN perspective ​
• Check, analyse and understand regulatory and technological environments and shifts which impact the business, continuously. Includes pre-empting the impact thereof on retail channels, as well as identifying different opinions and making recommendations to relevant and affected parties ​
• Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime so as to achieve measurable results for channel growth and fraud reduction and risk mitigation​

​People Leadership /Management​

• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation​
• Provide technical, procedural and policy guidance to staff, colleagues, partners and vendors​
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment​
• Create and implement personal development plans​
• Define the KPAs and KPIs that will be cascaded down to each area​
• Manage Performance and identify training needs. Coach and guide subordinates​
• Enable and model healthy employee relations and collaborative teamwork​
• Manage diversity, develop, and embed an Employment Equity plan for the business area​
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management​
• Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’ behaviour​
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.

Qualifications

• 3-year degree equivalent  /  4-year tertiary qualification (Technical/ Commercial) or related​
• Master’s Degree in Business Administration (MBA) or Postgraduate qualifications in Customer Experience, Service Design, or Technology Adoption (Preferred).​

Experience

• Minimum of 10 years in customer experience management or a similar role, with a demonstrated track record of developing and executing customer experience strategies in a complex, technology-driven environment.​
• Proven experience in operational readiness and service delivery management, including managing service helpdesk operations, SLA compliance, and customer support initiatives.​
• Experience leading incident & problem management functions, with a focus on proactive problem-solving and root cause analysis to drive continuous improvement.​
• Experience managing cross-functional teams, fostering collaboration between customer support, operations, IT, and other departments​
• Technology adoption experience, particularly within customer service frameworks​
• Experience working in a telecommunications, technology, or converged solutions environment is highly desirable.​

Required Skills

• Customer Journey Mapping​
• Customer Relationship Management
• ​Incident and Problem Management Systems
• ​Project management
• SLA Management and Reporting
• Service Management Tools​

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