Senior Business Advisor in Operational Excellence focusing on process improvement and efficiency in Claims. Collaborating with global teams to enhance customer service and deliver innovative solutions.
About the role
- Senior Manager responsible for operational excellence in Home Broadband lifecycle. Translating customer experience strategy into scalable operational playbooks with MTN.
Responsibilities
- The Senior Manager: Customer Operations (Home Broadband) is accountable for driving operational excellence and execution rigor across the Home Broadband lifecycle.
- The role translates Group customer experience strategy into practical, scalable, and repeatable operational playbooks.
- Working closely with the GM: Customer Operations, OpCo teams, and Technology teams and partners.
- Acts as the Group’s execution engine for Home Operational Excellence, embedding standards, improving service outcomes, reducing cost-to-serve, and elevating customer experience at scale.
Requirements
- Minimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
- Postgraduate qualification (MBA/Masters) advantageous.
- 6–9 years of relevant experience in telecom, broadband customer operations, service delivery, or customer experience management.
- Minimum 5 years’ experience in telecommunications, broadband, or ICT industry.
- Strong hands-on exposure to FTTH and/or FWA service delivery
- Proven experience in:
- o Install & assurance operations
- o Field force / partner management
- o Operational excellence or transformation programmes
- Experience working across multi-country or matrix environments
- Exposure to African or emerging markets preferred.
- Home Broadband Operations Expertise – strong understanding of home operations across installation, assurance, and customer care.
- Operational Excellence Practitioner – proven ability to drive journey-based improvements through standards and KPI discipline.
- Customer Champion & Experience Builder – ability to design and implement gold-standard customer journeys.
- Decisive Problem Solver & Innovative Value Creator – strong ability to resolve operational challenges and introduce best practices.
- Operationally Astute & Results Achiever – ensures delivery of high-quality service within set targets.
- Strong Leadership & Influence – ability to drive change & collaboration across OpCos.
- Analytical & Strategic Thinker – ability to use data and insights for decision-making.
- Resilience & Agility – able to operate effectively in a fast-paced, high-pressure environment.
- Customer Journey Mapping & Design
- Customer Experience (CX) Management
- Service Delivery & Process Optimization
- Project & Program Management
- Performance Management & Reporting
- Strong communication, negotiation, and presentation skills.
Benefits
- We at MTN are a purpose and value-led organization.
- Committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered.
- Creating an exciting and rewarding place to work.
Job title
Job type
Experience level
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Not specified
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