Job Description

The General Manager - Home Customer Operations Lead is responsible for steering the Group's home broadband service delivery and CX strategy, ensuring alignment with organizational objectives. The role will ensure seamless delivery of home services and exceptional customer experiences leading to consistent, high-quality service from order to activation, usage, and support.


The incumbent will be responsible for designing and implementing end-to-end customer journeys that align with desired business practices to drive operational excellence. They will define and embed scalable operational frameworks and KPIs that elevate the customer experience across all touchpoints. The incumbent will also be responsible for defining operational processes for installations, customer support, and issue resolution to ensure a seamless customer experience.


The General Manager will also focus on enhancing customer experience by developing and implementing innovative customer-centric strategies that drive satisfaction and loyalty. Fostering an entrepreneurial and solutions-driven mindset, the role will partner closely with Technology and IT teams to accelerate digital integration, automation, and service innovation.

Context

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.

Values

We at MTN are a purpose and value-led organization. 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.

Live Y'ello

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