Manager – Enterprise Service Assurance & Customer Experience

Job Title: Manager – Enterprise Service Assurance & Customer Experience

Reporting to: Senior Manager – Enterprise Sales

Division – Commercial Operations

Mission/ Core purpose of the Job 

To ensure end-to-end excellence in enterprise customer experience by enforcing service governance, SLA compliance, and operational execution standards across MTN Mobile Money enterprise customers.

The role is responsible for ensuring that enterprise customers receive consistent, timely, and high-quality service delivery through rigorous monitoring of service performance, validation of request quality, prevention of service failures (including wrongful disconnections), and coordination of cross-functional issue resolution.

The role also owns enterprise customer feedback systems, customer research initiatives, and engagement survey programs, ensuring that customer voice is systematically captured, analysed, and translated into actionable service improvements across the business. This role focuses on service governance, customer experience assurance, and continuous improvement of enterprise service delivery.

Main Job Functions:

Key Deliverables

1. Enterprise Service Governance & SLA Management

• Define, implement, and enforce enterprise service delivery standards and SLAs.
• Monitor service performance across all enterprise customers and ensure adherence to agreed timelines.
• Track SLA compliance across onboarding, service requests, issue resolution, and service changes.
• Identify SLA breaches and drive corrective action with relevant internal teams.
• Escalate systemic service failures and delayed resolution to functional leadership for resolution.
• Provide regular reporting on enterprise service performance and compliance.

2. Request Quality Assurance & Process Compliance

• Validate completeness, accuracy, and compliance of enterprise service requests submitted by Key Account Managers and internal teams.
• Ensure all customer requests meet required documentation, approval, and policy standards before processing.
• Reject or return incomplete or non-compliant requests for correction.
• Standardize request templates and submission requirements across enterprise sales and operations teams.
• Reduce delays and service failures caused by poor-quality or incomplete inputs.

3. Customer Disconnection & Risk Governance

• Ensure all customer-impacting actions (including disconnections, suspensions, or service restrictions) follow approved governance and authorization processes.
• Validate required approvals before execution of any service-impacting decision.
• Prevent wrongful or unauthorized disconnection of enterprise customers.
• Maintain audit-ready logs of high-risk customer actions.
• Coordinate with Risk, Compliance, Billing, and Operations to ensure controlled execution of service actions.
• Proactively communicate customer-impacting initiatives, changes, or service actions to enterprise customers in a timely, structured, and transparent manner to ensure awareness, alignment, and minimal service disruption

4. Cross-Functional Service Coordination & Issue Resolution

• Coordinate resolution of enterprise customer issues across Operations, Technology, Product, Billing, Risk, and Customer Experience teams.
• Act as central escalation point for unresolved enterprise service issues.
• Ensure timely resolution and closure of all critical customer-impacting incidents.
• Track root causes of recurring service failures and ensure corrective action is implemented.
• Maintain full visibility of all critical enterprise service incidents until closure.
• Design, drive, and own enterprise customer research programs to understand customer needs, expectations, and service experience gaps.
• Develop and execute structured customer engagement surveys, including:
• Customer Satisfaction (CSAT) surveys
• Net Promoter Score (NPS) tracking
• Transaction and service experience surveys
• Post-onboarding and post-resolution feedback surveys
• Conduct periodic enterprise customer research studies to assess service including executive business reviews and roundtables.
• Analyze research and survey data to identify systemic service issues and improvement opportunities.
• Translate customer insights into actionable recommendations for internal stakeholders.
• Ensure customer feedback is embedded into service governance, process improvement, and operational decision-making.
• Track improvements in customer experience over time based on survey and research outcomes.
• quality, adoption experience, and operational challenges.
• Lead customer engagement forums and structured feedback sessions,
• Develop and maintain enterprise service delivery workflows and operational processes.
• Standardize processes for onboarding, service requests, escalations, disconnections, and issue resolution.
• Continuously identify systems, tools, and processes that are failing the customer experience.
• Diagnose root causes of service failures (system, process, human, or cross-functional gaps).
• Drive corrective action plans with relevant stakeholders to resolve identified issues.
• Ensure all process improvements are driven by customer research, survey insights, and operational data.
• Promote continuous improvement in enterprise service delivery standards.
• Capture structured customer feedback, research insights, and recurring service issues from enterprise engagements.
• Provide consolidated insights to Products & Innovation to support platform and capability enhancement discussions.
• Represent enterprise service experience realities in internal product and governance forums.
• Highlight system or capability gaps impacting service delivery and customer experience.
• Ensure customer-driven insights are translated into actionable improvement proposals.

5. Customer Research, Engagement Surveys & Experience Intelligence (ENHANCED)

• Design, drive, and own enterprise customer research programs to understand customer needs, expectations, and service experience gaps.
• Develop and execute structured customer engagement surveys, including:
• Customer Satisfaction (CSAT) surveys
• Net Promoter Score (NPS) tracking
• Transaction and service experience surveys
• Post-onboarding and post-resolution feedback surveys
• Conduct periodic enterprise customer research studies to assess service including executive business reviews and roundtables.
• Analyze research and survey data to identify systemic service issues and improvement opportunities.
• Translate customer insights into actionable recommendations for internal stakeholders.
• Ensure customer feedback is embedded into service governance, process improvement, and operational decision-making.
• Track improvements in customer experience over time based on survey and research outcomes.
• quality, adoption experience, and operational challenges.
• Lead customer engagement forums and structured feedback sessions,

6. Process Design, Service Failure Detection & Continuous Improvement

• Develop and maintain enterprise service delivery workflows and operational processes.
• Standardize processes for onboarding, service requests, escalations, disconnections, and issue resolution.
• Continuously identify systems, tools, and processes that are failing the customer experience.
• Diagnose root causes of service failures (system, process, human, or cross-functional gaps).
• Drive corrective action plans with relevant stakeholders to resolve identified issues.
• Ensure all process improvements are driven by customer research, survey insights, and operational data.
• Promote continuous improvement in enterprise service delivery standards.

7. Interface with Products & Innovation (Market Feedback Function)

• Capture structured customer feedback, research insights, and recurring service issues from enterprise engagements.
• Provide consolidated insights to Products & Innovation to support platform and capability enhancement discussions.
• Represent enterprise service experience realities in internal product and governance forums.
• Highlight system or capability gaps impacting service delivery and customer experience.
• Ensure customer-driven insights are translated into actionable improvement proposals.

8. Stakeholder Coordination & Enterprise Alignment

• Work closely with Key Account Managers to ensure correct execution of customer requests.
• Collaborate with Customer Experience teams to align on enterprise satisfaction and engagement strategies.
• Coordinate with Operations, Technology, Risk, Compliance, Billing, and Finance teams for service execution.
• Ensure alignment across all internal functions involved in enterprise customer service delivery.
• Act as the central governance layer for enterprise service execution quality.
• SLA Compliance Rate (Enterprise Services)
• Request Quality Accuracy Rate
• Time-to-Resolution for Enterprise Issues
• Number of Wrongful Disconnections (Zero tolerance target)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS) – Enterprise Segment
• Quality and Coverage of Customer Research Programs
• Survey Response Rate & Insight Quality
• Incident Resolution Time
• Process Compliance Rate
• Repeat Service Failure Rate
• Escalation Closure Time
• Customer Retention Impact from Service Quality Improvements

Key Performance Indicators (KPIs)

• SLA Compliance Rate (Enterprise Services)
• Request Quality Accuracy Rate
• Time-to-Resolution for Enterprise Issues
• Number of Wrongful Disconnections (Zero tolerance target)
• Customer Satisfaction Score (CSAT)
• Net Promoter Score (NPS) – Enterprise Segment
• Quality and Coverage of Customer Research Programs
• Survey Response Rate & Insight Quality
• Incident Resolution Time
• Process Compliance Rate
• Repeat Service Failure Rate
• Escalation Closure Time
• Customer Retention Impact from Service Quality Improvements

Education:

• Bachelor’s degree in business administration, Information Technology, Information Systems, Telecommunications, Finance, or related field.
• Postgraduate qualification is an added advantage.
• 5–8 years’ experience in Customer Operations, Service Assurance, Service Delivery, Customer Experience Management, or Business Process Management.
• Experience in Telecommunications, Digital Financial Services, Fintech, Banking, or ICT strongly preferred.
• Proven experience in SLA management, service governance, and enterprise customer operations.
• Experience designing or managing customer research or survey programs is an added advantage.
• Enterprise SLA Management
• Service Quality Assurance
• Process Compliance & Governance
• Incident & Escalation Management
• Operational Risk Management
• Root Cause Analysis
• Service Recovery Management
• Customer Research Design & Execution
• Survey Methodology (CSAT, NPS, Experience Surveys)
• Customer Insight Analysis
• Experience Mapping
• Customer Engagement Strategy
• Voice of Customer (VoC) Management
• CRM Systems (Salesforce or equivalent)
• Enterprise Service Delivery Systems
• Data Analysis & Reporting
• Process Mapping & Workflow Design
• Business Intelligence Interpretation
• Dashboard Reporting
• Customer-Centric Mindset
• Analytical Thinking
• Detail Orientation
• Accountability & Ownership
• Collaboration & Coordination
• Problem Solving
• Integrity & Compliance Focus
• Strong Communication Skills

Experience:

Competencies:

Service Governance & Operations

• Enterprise SLA Management
• Service Quality Assurance
• Process Compliance & Governance
• Incident & Escalation Management
• Operational Risk Management
• Root Cause Analysis
• Service Recovery Management

Customer Experience & Research

• Customer Research Design & Execution
• Survey Methodology (CSAT, NPS, Experience Surveys)
• Customer Insight Analysis
• Experience Mapping
• Customer Engagement Strategy
• Voice of Customer (VoC) Management

Technical & Analytical Competencies

• CRM Systems (Salesforce or equivalent)
• Enterprise Service Delivery Systems
• Data Analysis & Reporting
• Process Mapping & Workflow Design
• Business Intelligence Interpretation
• Dashboard Reporting

Behavioural Competencies

• Customer-Centric Mindset
• Analytical Thinking
• Detail Orientation
• Accountability & Ownership
• Collaboration & Coordination
• Problem Solving
• Integrity & Compliance Focus
• Strong Communication Skills

NB: Presentation of false academic documents and certification will lead to criminal prosecution. Any form of canvassing will lead to automatic disqualification. Should you not hear from us within fourteen (14) days from the closing date of this advertisement, you may consider your application to be unsuccessful.

Female candidates are strongly encouraged to apply.

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