Manager – Enterprise Service Assurance and Customer Experience job at MTN-Uganda

The Manager – Enterprise Service Assurance & Customer Experience is responsible for ensuring end-to-end excellence in enterprise customer service by enforcing service governance, monitoring Service Level Agreement (SLA) compliance, improving operational execution, and driving continuous service improvement.

The role oversees enterprise customer experience through service quality assurance, customer research, feedback management, issue resolution, and cross-functional coordination to ensure enterprise customers receive timely, consistent, and high-quality service.

• Develop and implement enterprise service delivery standards and SLAs.
• Monitor SLA compliance across onboarding, service requests, service changes, and issue resolution.
• Identify SLA breaches and coordinate corrective actions.
• Produce service performance and compliance reports.
• Escalate recurring service issues to management.
• Review and validate enterprise service requests for completeness and compliance.
• Ensure customer requests meet documentation and approval requirements.
• Standardize request templates and operational procedures.
• Reduce service delays caused by incomplete or inaccurate requests.
• Ensure all customer-impacting actions follow approved governance procedures.
• Validate approvals before customer disconnections or service restrictions.
• Prevent unauthorized service interruptions.
• Maintain audit records for high-risk customer actions.
• Coordinate with Risk, Compliance, Billing, and Operations teams.
• Coordinate enterprise issue resolution across internal departments.
• Serve as the escalation point for unresolved customer issues.
• Monitor incident resolution until closure.
• Conduct root cause analysis of recurring service failures.
• Implement corrective action plans.
• Design and manage enterprise customer feedback programs.
• Conduct Customer Satisfaction (CSAT) surveys.
• Manage Net Promoter Score (NPS) initiatives.
• Conduct post-onboarding and post-resolution surveys.
• Analyze customer feedback and identify improvement opportunities.
• Present customer insights to management.
• Develop and maintain enterprise service workflows.
• Standardize onboarding, escalation, and service delivery processes.
• Identify operational gaps affecting customer experience.
• Drive continuous improvement initiatives using operational and customer data.
• Collect customer feedback for product enhancement.
• Share customer insights with Product and Innovation teams.
• Participate in service governance and product review meetings.
• Recommend improvements to systems and service capabilities.
• Collaborate with Key Account Managers on customer service delivery.
• Work with Operations, Technology, Billing, Finance, Compliance, Risk, and Customer Experience teams.
• Ensure consistent execution of enterprise service standards.
• Support alignment across all enterprise customer service functions.

• Enterprise SLA Management
• Service Quality Assurance
• Service Governance
• Business Process Management
• Incident Management
• Root Cause Analysis
• Customer Research
• Voice of Customer (VoC)
• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• CRM Systems (Salesforce or equivalent)
• Enterprise Service Delivery Systems
• Data Analysis
• Business Intelligence
• Dashboard Reporting
• Workflow Design
• Process Mapping

• Bachelor's degree in Business Administration, Information Technology, Information Systems, Telecommunications, Finance, or a related field.
• Postgraduate qualification is an added advantage.
• 5–8 years' experience in Customer Operations, Service Assurance, Service Delivery, Customer Experience, or Business Process Management.
• Experience in Telecommunications, Digital Financial Services, Banking, FinTech, or ICT is preferred.
• Experience managing enterprise SLAs and service governance.
• Experience designing customer research and survey programs is an added advantage.