Manager – Customer Operations

at MTN Mobile Money Uganda Limited
Location Kampala, Uganda
Date Posted November 29, 2023
Category Management
Job Type Full-time
Currency UGX


Job Title: Manager – Customer Operations
Reporting to: Country Lead – Ecommerce
Division – Ecommerce
No. of Vacancies: 1

Mission/ Core purpose of the Job
As the Customer Operations Manager, you will play a critical role in ensuring the seamless operation of customer support and operations for our Ecommerce marketplace platform across different countries. You will be responsible for building and leading a high-performing team, establishing efficient processes, and maintaining a strong focus on customer satisfaction

Main Job Functions:
Team Leadership:
• Develop a skilled team of customer support and operations professionals across multiple countries. Provide coaching, mentoring, and performance management to ensure team growth and success.

Operational Excellence:
• Implement and optimize customer support and operations processes, policies, and procedures to ensure efficiency, consistency, and adherence to service level agreements (SLAs).

Customer Experience KPIs:
• Champion a customer-centric culture within the organization, emphasizing the importance of delivering exceptional customer experiences.
• Monitor and track Customer Experience KPIs, including but not limited to:
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS)
• Customer Effort Score (CES)
• First Response Time (FRT)
• Resolution Time
• Contact Deflection Rate
• Churn Rate
• Develop and implement strategies to continuously improve these KPIs, ensuring that customer satisfaction remains a top priority.

Cross-Country Coordination:
• Collaborate with regional teams to ensure a consistent and high-quality customer experience, aligning strategies and best practices across different markets.

Data-Driven Insights:
• Utilize data analytics and reporting to identify trends, monitor KPIs, and drive data-driven decision-making within the customer operations function.

Technology Integration:
• Work closely with the technology team to identify and implement tools, systems, and automation that improve the efficiency and effectiveness of customer support and operations.

Process Improvement:
• Continuously assess and enhance customer support workflows and processes, seeking opportunities for optimization and cost-efficiency

Compliance and Quality Assurance:
• Ensure compliance with relevant regulations and internal quality standards, conducting regular audits and assessments as needed

Crisis Management:
• Develop and implement crisis management plans and procedures to address critical issues and minimize customer impact during disruptions.

Operational, Tactical and Strategic Meetings
• Provide input in strategic meetings when required
• Provide inputs into the risk mitigation and controls
Provide input into the preparation of proposal on change initiatives, policies and procedures
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Function Tactical
• Provide input into all projects initiated
• Provide input into establishing objectives, targets and budgets for the function as applicable
• Identify and document key risks, issues and dependencies and set mitigation actions
Prepare documentation required for sign-off / making decisions regarding tactical changes
• Ensure execution in alignment with divisional strategy
• Continuous performance monitoring and adjust strategy and actions to deliver targets
• Report on a periodic basis relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required
• Manage functional budgets in line with overall budget and business objectives
• Managing project initiative budgets in line with business objectives
Support the reduction of cost of operations, in line with a least cost operating strategy stemming from the business drivers

• 4-year Business Administration, Finance, Supply Chain (or related) Degree
• Master’s in business administration is advantageous
• 5 years of experience in customer support or operations management, preferably in the Ecommerce or marketplace industry.
• Proven experience managing and developing teams across multiple countries and regions.
• Strong analytical skills and proficiency in data-driven decision-making.
• Excellent communication, leadership, and interpersonal skills.
• Familiarity with customer support tools, CRM systems, and data analytics platforms.
• Ability to adapt to a fast-paced and dynamic environment.
• Understanding emerging markets advantageous
• Worked across diverse cultures and geographies
• Pan Africa multi-cultural experience is advantageous
• Experience working across global locations/ regions and have a grasp of political, social, infrastructure and integrity challenges
• Willing and flexible to travel within Africa.
• English speaker. French, Portuguese, Zulu, Swahili, and other Africa languages a plus

Functional Knowledge:
• CRM Systems
• Project Management
• Product Management
• Digital marketing
• Product Analytics
• Consumer Trends & Analysis

• Analytics and Interpretation
• Strategic Thinking
• Organizational Agility
• Digital mind-set
• Dealing with ambiguity and complexity
• Decision Making
• Conflict Management
• Numerical
• Project Management
• People Management
• Executive Presentation

Behavioural Qualities
• Analytical
• Organised and methodical
• Operationally astute
• Proactive
• Detail-oriented
• Driven
• Results-oriented
• Team player

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