Job Description
\nMission<\/p>\n
\tThe Senior Manager: Customer Operations (Home Broadband) is accountable for driving operational excellence and execution rigor across the Home Broadband lifecycle.
\n\tThe role translates Group customer experience strategy into practical, scalable, and repeatable operational playbooks, ensuring superior performance across installation, activation, assurance, billing, and retention journeys.
\n\tWorking closely with the GM: Customer Operations, OpCo teams, and Technology teams and partners, the role acts as the Group\u2019s execution engine for Home Operational Excellence, embedding standards, improving service outcomes, reducing cost-to-serve, and elevating customer experience at scale.
\n\tThis 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.
\n\tGlobal 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.
\n\tEnvironmental \/ 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.
\n\tOrganisational Mission: MTN\u2019s vision is to lead digital transformation in Africa, ensuring widespread access to reliable, high-quality broadband services that drive social and economic development.<\/p>\n
Responsibilities
\nKey Performance Areas
\nHome Operational Excellence
\nLead the design and rollout of Home Operational Excellence frameworks across FTTH and FWA journeys.
\nOwn journey-level standards, KPIs, and playbooks across:<\/p>\n
\tOrder-to-install
\n\tInstall-to-activate
\n\tFault-to-resolution
\n\tBilling & care
\n\tRetention & save
\n\tInstitutionalise root cause analysis, corrective actions, and preventive controls to reduce repeat issues and chronic failures.
\n\tDrive cost-to-serve optimisation through productivity, automation, and partner performance management.<\/p>\n
Service Fulfilment & Assurance Excellence
\nDefine and embed Group standards for:<\/p>\n
\tTime-to-install
\n\tFirst-time-right installation
\n\tField visit productivity
\n\tSLA adherence
\n\tWork with Technology and OpCos to improve fault diagnostics, triaging, and resolution cycles.
\n\tSupport optimisation of field force models, contractors, OEMs, and managed service partners.<\/p>\n
OpCo Execution & Enablement<\/p>\n
\tAct as a hands-on execution partner to OpCos:
\n\tConduct operational maturity assessments
\n\tIdentify gaps and prioritised interventions
\n\tSupport pilots, fixes, and scaled rollouts
\n\tTranslate Group standards into practical OpCo execution plans, respecting local realities.
\n\tCoach OpCo teams on Home-specific operational best practices.<\/p>\n
Performance Management & Governance
\nDesign and maintain Home Customer Operations dashboards tracking:<\/p>\n
\tInstallation performance
\n\tAssurance KPIs
\n\tChurn drivers
\n\tCustomer complaints & escalations
\n\tRun structured performance review cadences with OpCos.
\n\tSurface risks, underperformance, and improvement opportunities with clear action plans.<\/p>\n
Digital Enablement & Automation
\nPartner with Technology teams to:<\/p>\n
\tDigitise Home journeys
\n\tImprove CRM, ticketing, and field service workflows
\n\tEnable self-care and proactive service
\n\tSupport deployment of automation, analytics, and AI-led use cases to improve speed, quality, and predictability.<\/p>\n
Knowledge Management & Capability Building<\/p>\n
\tBuild and curate a Group Home Operations Playbook (standards, tools, templates).
\n\tCreate a Home Operations Knowledge Hub to share best practices across markets.
\n\tSupport capability uplift across OpCos through training, clinics, and structured interventions.<\/p>\n
Customer Experience & Service Delivery<\/p>\n
\tDesign, implement, and continuously optimize end-to-end customer journeys across sales, activation, billing, care, and retention touchpoints.
\n\tMonitor customer satisfaction (CSAT), Net Promoter Score (NPS), churn, and service quality KPIs to drive improvements.
\n\tLeverage data insights, feedback, and benchmarking to anticipate customer needs and implement proactive interventions.<\/p>\n
Business Enablement & Performance<\/p>\n
\tDefine, cascade, and monitor customer operations KPIs across OpCos.
\n\tProvide market and competitor insights on customer experience benchmarks to inform business decisions.
\n\tIdentify risks, deviations, and opportunities for optimization, ensuring corrective measures are implemented.<\/p>\n
Project & Programme Management<\/p>\n
\tProvide oversight and coordination of customer operations projects and service delivery initiatives across OpCos.
\n\tEnsure effective planning, execution, and tracking of projects aimed at improving customer experience.
\n\tDrive the adoption of digital tools, automation, and omnichannel capabilities to enhance efficiency and service quality.<\/p>\n
Continuous Improvement & Knowledge Management<\/p>\n
\tEstablish a \u201cCustomer Excellence Hub\u201d to share best practices, lessons learned, and customer-centric innovations across OpCos.
\n\tFoster a culture of continuous improvement and innovation in customer service processes, technologies, and delivery models.
\n\tEnable capacity-building programs to strengthen customer operations capabilities across OpCos.<\/p>\n
Stakeholder Management & Communication<\/p>\n
\tBuild and manage strong relationships with internal stakeholders (Group, OpCo teams, support functions) and external stakeholders (suppliers, partners, regulators).
\n\tFunction as a customer operations subject matter expert, supporting board packs, Exco reviews, and performance updates.
\n\tDevelop and manage key communications and announcements relating to customer operations and service delivery.<\/p>\n
Collaboration\u00a0
\nKey Internal Stakeholders:<\/p>\n
\tGM: Customer Operations (Group Home)
\n\tGroup and OpCo Home Broadband Teams.
\n\tGroup Executive Leadership.
\n\tTechnology, Finance, Risk & Compliance, HR.<\/p>\n
Key External Stakeholders:<\/p>\n
\tRegulators.
\n\tIndustry bodies.
\n\tKey suppliers and vendors.
\n\tStrategic partners<\/p>\n
Qualifications
\nEducation:<\/p>\n
\tMinimum 4-year Academic Degree in Telecommunications, Operations, Business, Management, Engineering, or related field.
\n\tPostgraduate qualification (MBA\/Masters) advantageous.<\/p>\n
Experience:<\/p>\n
\t6\u20139 years of relevant experience in telecom, broadband customer operations, service delivery, or customer experience management.
\n\tMinimum 5 years\u2019 experience in telecommunications, broadband, or ICT industry.
\n\tStrong hands-on exposure to FTTH and\/or FWA service delivery<\/p>\n
Proven experience in:<\/p>\n
\tInstall & assurance operations
\n\tField force \/ partner management
\n\tOperational excellence or transformation programmes
\n\tExperience working across multi-country or matrix environments
\n\tExposure to African or emerging markets preferred.<\/p>\n
Core Competencies:<\/p>\n
\tHome Broadband Operations Expertise \u2013 strong understanding of home operations across installation, assurance, and customer care.
\n\tOperational Excellence Practitioner \u2013 proven ability to drive journey-based improvements through standards and KPI discipline.
\n\tCustomer Champion & Experience Builder \u2013 ability to design and implement gold-standard customer journeys.
\n\tDecisive Problem Solver & Innovative Value Creator \u2013 strong ability to resolve operational challenges and introduce best practices.
\n\tOperationally Astute & Results Achiever \u2013 ensures delivery of high-quality service within set targets.
\n\tStrong Leadership & Influence \u2013 ability to drive change & collaboration across OpCos.
\n\tAnalytical & Strategic Thinker \u2013 ability to use data and insights for decision-making.
\n\tResilience & Agility \u2013 able to operate effectively in a fast-paced, high-pressure environment.<\/p>\n
Skills:<\/p>\n
\tCustomer Journey Mapping & Design
\n\tCustomer Experience (CX) Management
\n\tService Delivery & Process Optimization
\n\tProject & Program Management
\n\tPerformance Management & Reporting
\n\tStrong communication, negotiation, and presentation skills<\/p>\n
Apply Before: 04\/07\/2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.mtn.com ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"MTN","_company_website":"http:\/\/www.mtn.com","_company_tagline":"MTN Group Limited entered the telecommunications scene at the dawn of South Africa\u2019s 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\u2019 present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients\u2019 lives a whole lot brighter, as we lead the delivery of a \"bold, new Digital World\u201d. MTN Group Limited Innovation Centre 216 14th Avenue Fairlands","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[11],"job-types":[12],"class_list":{"0":"post-33268","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-gauteng","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/33268","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=33268"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=33268"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=33268"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}