Customer Support Manager in Lagos, Nigeria

at MTN Nigeria

Customer Service
Minimum Qualification
Bachelor's Degree
Required Experience
7 - 10 years
Employment Type
Full Time
Male or Female
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Job Description

• Extract value from what we already have by focusing on optimizing processes within the Unit/Department in line with the value creation philosophy.  This includes individual contributions and recommendations to improve existing business project/initiative, capital/budget efficiency activities within the Unit, contracts review and negotiation in collaboration with the Procurement team, structural changes within the Unit etc.
• Drive Innovation by identifying and taking advantage of new business opportunities, e.g., by stimulating and encouraging new business opportunities, launch of products, product/process innovation, business model innovation etc.
• Maintain leadership in the ICT/Digital industry by influencing stakeholders within your immediate ecosystem for MTNN’s benefit. This includes participation in credible external think-tank sessions, involvement in inter-divisional focus Group sessions to improve business performance etc. 
• Enhance/expand MTN’s role in the larger national macro environment by participating in CSR projects and/or NGO’s, involvement in recognized professional institutions, think-tank activities etc.
• Role model the vital behaviours needed to sustain organisational performance and drive people management activities by being the principal coach for your direct reports using the people management framework. Participate in employee engagement projects such as mentorship, facilitating programs, etc. In addition, support recruitment, on boarding and grievance management processes etc
• Provide overall operations support for the operations of MTNN Mobile Financial Services system.
• Work closely with management team to develop and implement organization strategies, policies and procedures with a view to improve MTNN MFS operational systems in support of organization’s mission.
• Drive and implement new MFS Customer Support initiatives in line with market dynamics to enhance competitive advantage and foster achievement of divisional targets
• Ensure timely processing and management of  MFS Super  and Retail  Agents’ commissions to ensure prompt and accurate payment
• Carry out periodic liquidity management checks on Agents to ensure constant availability of Float and cash to serve customers
• Resolve all MFS Super and Retail Agents queries and complaints relating to commission payments
• Review agreed activity and performance reports for Management reporting to ensure relevance, accuracy and timeliness.
• Review, update and implement PPPs
• Manage the relevant ECW modules and database for MFS and provide system support
• Build and acceptance network of Merchants to accept Mobile Money as a means of payment.
• Give necessary support to the Channel team and Agents.

Job condition    

• Minimum of 8 years post degree
• Fluent in English
• Possession of a postgraduate qualification such as Master of Business Administration (MBA) will be an advantage
• Minimum of 3 years’ experience in an area of specialization; with experience in supervising/managing others
• Experience working in a medium to large organization
• Experience in developing marketing mix and implementation
• Experience in managing banking operations will be an advantage
• Business process improvement and analysis experience.



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