Website MTN
MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital servi… read moreces to markets across Africa and the Middle East. Through our extensive investment in advanced communication infrastructure over the past two decades, the talent and experience of our people, as well as the strength of our brand, we have grown to now have a presence in 24 countries, connecting over 231.0 million people. We offer an integrated suite of communications products and services, including traditional mobile voice and data, digital and mobile financial services as well as enterprise services. MTN continues to believe in the investment potential of emerging markets and thus deliver quality services that respond to our customers’ present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients’ lives a whole lot brighter, as we lead the delivery of a "bold, new Digital World”. MTN Group Limited Innovation Centre 216 14th Avenue Fairlands
Job Description
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.
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:
Order-to-install
Install-to-activate
Fault-to-resolution
Billing & care
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:
Time-to-install
First-time-right installation
Field visit productivity
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:
Conduct operational maturity assessments
Identify gaps and prioritised interventions
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:
Installation performance
Assurance KPIs
Churn drivers
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:
Digitise Home journeys
Improve CRM, ticketing, and field service workflows
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:
Install & assurance operations
Field force / partner management
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
Apply Before: 04/07/2026
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