Job Description

Job Category: MTN Level 3H
Degree Level: Bachelor's Degree
:
Mission
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, ensuring superior performance across installation, activation, assurance, billing, and retention journeys.
Working closely with the GM: Customer Operations, OpCo teams, and Technology teams and partners, the role 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.
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

Context
MTN's Home Broadband business is scaling rapidly across Africa through FTTH and FWA, bringing new operational complexity across field operations, partners, technology, and customer expectations.
As penetration grows, operational excellence becomes the primary differentiator, requiring:

• Faster and first-time-right installations
• Predictable fault resolution
• Seamless post-sales experience
• Lower repeat visits and cost leakage
• Strong OpCo execution discipline

This role exists to ensure MTN wins the Home not just on coverage and pricing, but on execution excellence by setting standards and standardising processes across markets.
Global Influences: Increasing demand for FTTH, 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.
Responsibilities:
Key Performance Areas
Home Operational Excellence

• Lead the design and rollout of Home Operational Excellence frameworks across FTTH and FWA journeys.
• Own journey-level standards, KPIs, and playbooks across:

o Order-to-install
o Install-to-activate
o Fault-to-resolution
o Billing & care
o Retention & save

• Institutionalise root cause analysis, corrective actions, and preventive controls to reduce repeat issues and chronic failures.
• Drive cost-to-serve optimisation through productivity, automation, and partner performance management.

Service Fulfilment & Assurance Excellence

• Define and embed Group standards for:

o Time-to-install
o First-time-right installation
o Field visit productivity
o SLA adherence

• Work with Technology and OpCos to improve fault diagnostics, triaging, and resolution cycles.
• Support optimisation of field force models, contractors, OEMs, and managed service partners.

OpCo Execution & Enablement

• Act as a hands-on execution partner to OpCos:

o Conduct operational maturity assessments
o Identify gaps and prioritised interventions
o Support pilots, fixes, and scaled rollouts

• Translate Group standards into practical OpCo execution plans, respecting local realities.
• Coach OpCo teams on Home-specific operational best practices.

Performance Management & Governance

• Design and maintain Home Customer Operations dashboards tracking:

o Installation performance
o Assurance KPIs
o Churn drivers
o Customer complaints & escalations

• Run structured performance review cadences with OpCos.
• Surface risks, underperformance, and improvement opportunities with clear action plans.

Digital Enablement & Automation

• Partner with Technology teams to:

o Digitise Home journeys
o Improve CRM, ticketing, and field service workflows
o Enable self-care and proactive service

• Support deployment of automation, analytics, and AI-led use cases to improve speed, quality, and predictability.

Knowledge Management & Capability Building

• Build and curate a Group Home Operations Playbook (standards, tools, templates).
• Create a Home Operations Knowledge Hub to share best practices across markets.

Support capability uplift across OpCos through training, clinics, and structured interventions.
Customer Experience & Service Delivery

• Design, implement, and continuously optimize end-to-end customer journeys across sales, activation, billing, care, and retention touchpoints.
• Monitor customer satisfaction (CSAT), Net Promoter Score (NPS), churn, and service quality KPIs to drive improvements.
• Leverage data insights, feedback, and benchmarking to anticipate customer needs and implement proactive interventions.

Business Enablement & Performance

• Define, cascade, and monitor customer operations KPIs across OpCos.
• Provide market and competitor insights on customer experience benchmarks to inform business decisions.
• Identify risks, deviations, and opportunities for optimization, ensuring corrective measures are implemented.

Project & Programme Management

• Provide oversight and coordination of customer operations projects and service delivery initiatives across OpCos.
• Ensure effective planning, execution, and tracking of projects aimed at improving customer experience.
• Drive the adoption of digital tools, automation, and omnichannel capabilities to enhance efficiency and service quality.

Continuous Improvement & Knowledge Management

• Establish a "Customer Excellence Hub" to share best practices, lessons learned, and customer-centric innovations across OpCos.
• Foster a culture of continuous improvement and innovation in customer service processes, technologies, and delivery models.
• Enable capacity-building programs to strengthen customer operations capabilities across OpCos.

Stakeholder Management & Communication

• Build and manage strong relationships with internal stakeholders (Group, OpCo teams, support functions) and external stakeholders (suppliers, partners, regulators).
• Function as a customer operations subject matter expert, supporting board packs, Exco reviews, and performance updates.
• Develop and manage key communications and announcements relating to customer operations and service delivery.

Collaboration
Key Internal Stakeholders:

• GM: Customer Operations (Group Home)
• Group and OpCo Home Broadband Teams.
• Group Executive Leadership.
• Technology, Finance, Risk & Compliance, HR.

Key External Stakeholders:

• Regulators.
• Industry bodies.
• Key suppliers and vendors.
• Strategic partners

Qualifications:
Education:

• Minimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
• Postgraduate qualification (MBA/Masters) advantageous.

Experience:

• 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.

Core Competencies:

• 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.

Skills:

• Customer Journey Mapping & Design
• Customer Experience (CX) Management
• Service Delivery & Process Optimization
• Project & Program Management
• Performance Management & Reporting
• Strong communication, negotiation, and presentation skills

Skills Required