Manager – Enterprise Service Assurance & Customer Experience

Job Title: Manager – Enterprise Service Assurance & Customer Experience

Reporting to: Senior Manager – Enterprise Sales

Division – Commercial Operations

To ensure end-to-end excellence in enterprise customer experience by enforcing service governance, SLA compliance, and operational execution standards across MTN Mobile Money enterprise customers.

The role is responsible for ensuring that enterprise customers receive consistent, timely, and high-quality service delivery through rigorous monitoring of service performance, validation of request quality, prevention of service failures (including wrongful disconnections), and coordination of cross-functional issue resolution.

The role also owns enterprise customer feedback systems, customer research initiatives, and engagement survey programs, ensuring that customer voice is systematically captured, analysed, and translated into actionable service improvements across the business. This role focuses on service governance, customer experience assurance, and continuous improvement of enterprise service delivery.

Education:

• Bachelor’s degree in business administration, Information Technology, Information Systems, Telecommunications, Finance, or related field.
• Postgraduate qualification is an added advantage.
• 5–8 years’ experience in Customer Operations, Service Assurance, Service Delivery, Customer Experience Management, or Business Process Management.
• Experience in Telecommunications, Digital Financial Services, Fintech, Banking, or ICT strongly preferred.
• Proven experience in SLA management, service governance, and enterprise customer operations.
• Experience designing or managing customer research or survey programs is an added advantage.
• Enterprise SLA Management
• Service Quality Assurance
• Process Compliance & Governance
• Incident & Escalation Management
• Operational Risk Management
• Root Cause Analysis
• Service Recovery Management
• Customer Research Design & Execution
• Survey Methodology (CSAT, NPS, Experience Surveys)
• Customer Insight Analysis
• Experience Mapping
• Customer Engagement Strategy
• Voice of Customer (VoC) Management
• CRM Systems (Salesforce or equivalent)
• Enterprise Service Delivery Systems
• Data Analysis & Reporting
• Process Mapping & Workflow Design
• Business Intelligence Interpretation
• Dashboard Reporting
• Customer-Centric Mindset
• Analytical Thinking
• Detail Orientation
• Accountability & Ownership
• Collaboration & Coordination
• Problem Solving
• Integrity & Compliance Focus
• Strong Communication Skills

Experience:

Competencies:

Service Governance & Operations

• Enterprise SLA Management
• Service Quality Assurance
• Process Compliance & Governance
• Incident & Escalation Management
• Operational Risk Management
• Root Cause Analysis
• Service Recovery Management

Customer Experience & Research

• Customer Research Design & Execution
• Survey Methodology (CSAT, NPS, Experience Surveys)
• Customer Insight Analysis
• Experience Mapping
• Customer Engagement Strategy
• Voice of Customer (VoC) Management

Technical & Analytical Competencies

• CRM Systems (Salesforce or equivalent)
• Enterprise Service Delivery Systems
• Data Analysis & Reporting
• Process Mapping & Workflow Design
• Business Intelligence Interpretation
• Dashboard Reporting

Behavioural Competencies

• Customer-Centric Mindset
• Analytical Thinking
• Detail Orientation
• Accountability & Ownership
• Collaboration & Coordination
• Problem Solving
• Integrity & Compliance Focus
• Strong Communication Skills