General Manager - Customer Operations.Group Commercial Office

2. Context (Global influences, environmental / industry demands, organisational mission etc.)
The broadband market in Africa is rapidly evolving, with increasing demand for high-speed, reliable internet access driven by digital transformation, remote working, and the growth of the digital economy. MTN Group’s home broadband services, particularly FTTH and FWA, are integral to the company’s strategy of connecting the continent with world-class broadband solutions.

Global Influences: Increasing demand for 5G, smart homes, IoT, and high-speed internet connectivity is shaping broadband services. Global innovations and industry trends, such as cloud computing, fibre expansion, and smart technologies, are key drivers of service demand.

Environmental / Industry Demands: There is a significant gap in home broadband penetration across Africa, with growing competition from both traditional and new entrants. Regulatory considerations and the need for partnerships with local infrastructure providers play an important role in broadband rollout.
Organisational Mission: MTN’s vision is to lead digital transformation in Africa, ensuring widespread access to reliable, high-quality broadband services that drive social and economic development.

Organization Values: At MTN we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. 
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care
Can-do with Integrity
Collaborate with Agility
Serve with Respect
Act with Inclusion
 

3. Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

1.    Strategic Leadership and Development

•    Drive the strategic direction for service delivery and customer experience initiatives, ensuring alignment with the organization’s vision and market dynamics.
•    Assist MTN Group Home Leadership in the development of long-term growth plans, identifying new market opportunities and designing broadband solutions that cater to evolving customer needs
•    Provide strategic oversight of resource planning for Group-level service delivery and CX initiatives, ensuring alignment with priorities, cost efficiency, and value realization
•    Champion cross-functional collaboration between commercial, technology, and operations teams to ensure seamless execution of broadband initiatives, aligning all stakeholders towards shared goals and KPIs
•    Drive innovation in service delivery models, leveraging emerging technologies and trends to optimize customer experience, operational efficiency, and market competitiveness
2.    Operational Delivery & Process Excellence
•    Lead the design and optimization of robust operational processes for home broadband installations, fault resolution, service recovery, and technical support
•    Collaborate with respective Technology and OpCo teams to identify automation opportunities that streamline and scale operational workflows
•    Lead Group-wide service quality governance by institutionalizing root cause analysis, corrective frameworks, and preventive controls to systematically reduce repeat issues and customer churn
•    Define and enforce group-level SLAs and SOPs for key customer touchpoints, ensuring operational consistency, service excellence, and adherence to benchmarks across all markets

3.     Customer Experience Design & Execution Management

•    Define and lead the overarching customer experience strategy for home services, ensuring alignment with Group vision, market dynamics, and long-term customer value creation
•    Oversee the design of end-to-end customer journeys for the home from order to installation, service usage, support, and retention ensuring alignment with overall home objectives
•    Establish and drive the adoption of service experience KPIs, benchmarks (NPS, First Call Resolution, Time to Install) to identify experience gaps and mitigate issues

•    Advocate for a customer-first mindset across all Home-related initiatives ensuring all customer touchpoints are optimized to deliver seamless, high-quality interactions

4.    Technology & Automation Integration

•    Partner closely with Technology teams to digitize customer journeys, automate service processes, and deploy cutting-edge support platforms (CRM, ticketing, field service tools, etc.), ensuring seamless and scalable delivery
•    Define and communicate system requirements and process design inputs for all technology enablers to enhance the efficiency and build customer-friendly service workflows
•    Spearhead the integration of technology and digital automation across service delivery channels, ensuring that innovation enhances turnaround times, reliability, and transparency
•    Leverage AI, analytics, and automation to proactively resolve service issues, personalize support, and optimize operational decisions across the service lifecycle
•    Drive a culture of innovation by piloting emerging technologies and digital tools that redefine service experiences and future-proof home operations
5.    Opco Support & Enablement
•    Translate strategic CX and service delivery goals into actionable execution plans across OpCos, embedding journey-based design principles into operations, technology, and frontline processes
•    Serve as a strategic partner to OpCos—supporting the setting up and enhancement of local service delivery and CX operations
•    Conduct operational maturity assessments and assist OpCos in closing performance gaps to uplift processes, systems, and frontline capabilities
•    Promote adoption of standardized tools, automation platforms, and customer support technologies across Opco home markets

6.    Voice of Customer (VoC) & Feedback loops

•    Guide the development and implementation of Group-wide VoC programs, leveraging surveys, feedback tools, and analytics to capture insights across all customer touchpoints
•    Embed customer feedback loops into both operational and strategic decision-making driving continuous improvements grounded in real-time customer needs

7.     Performance Monitoring & Continuous Improvement

•    Spearhead the creation and governance of CX dashboards to track key customer experience and operational KPIs, and driving performance review cycles focused on accountability, action planning, and continuous improvement
•    Address service delivery challenges, align on strategic initiatives, and manage high-impact escalations, ensuring clear accountability and timely resolution
•    Define the essential service delivery and CX capabilities required across OpCos, developing frameworks for assessing, training, and uplifting talent to meet Group standards
8.    Team Leadership & Cross-functional Collaboration
•    Lead and inspire cross-functional teams to achieve service delivery excellence, fostering a high-performance, results-driven culture
•    Promote collaboration and alignment across OpCos and Group functions to ensure seamless execution of customer experience strategies
•    Foster a startup-like mindset to drive agility, encouraging Opcos to rapidly pilot, learn, and support in improvement of core operations

Job Requirements (Education, Experience and Competencies)

Education:
•    Bachelor’s degree in business, Marketing, Engineering, Telecommunications, or a related field
•    Master’s degree (MBA) or similar postgraduate qualifications is highly desirable
Experience:
•    12+ years of experience in a Service Delivery and Customer experience for telecom, broadband, or related service industries, with at least 4-5 years of leadership within telecom, technology, or digital services industry preferably
•    Demonstrated experience building or transforming customer service and operational functions in a greenfield or scaling environment
•    Deep understanding of home broadband value chains, technical service models, and digital customer engagement tools
•    Hands-on experience working in greenfield or transformation environments, with ability to build and scale from scratch
•    A strong exposure to African or emerging markets, with an understanding of consumer behaviour, market challenges, and localization needs
•    Experience working in cross-functional, matrixed environments, influencing senior stakeholders, and mobilizing execution across diverse teams