Manager – Service Center Operations MTN

Reports to: Senior Manager – Service Center Operations
Division: Sales and Distribution
Functions:
• Champion and implement all Customer Experience projects / plans in the assign region
• Drive service excellence and sales activity in all service centres within the Sales Business unit
• Handle the resolution of escalated branch issues within the region
• Manage customer traffic into the branches in the region
• Manage third party employees assigned to branches in the region
• Coach, mentor and motivate branch staff in an effort in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within the region
• Ensure availability of stock for the teams in the region
• Responsible for overseeing all branch functions and overall customer experience
• Ensure logistics are available for the team deliver on their targets
• Conduct branch scheduled visits & spot checks in the region
• Liaisie with the Touch Point teams in ensuring service standards are maintained
• Prepare business reports (Weekly, monthly and quarterly)
• Support and drive all companywide business initiatives in the assigned region
• Support HR in conducting interviews for selection of staff in the Service Centre under the region
• Conduct performance review discussions for the team in the region bi annually
• Implement Enterprise Business Unit strategies in the Service Centres

Education:
Bachelor’s degree in Business Administration, Social Sciences or any other relevant field.

Experience:
At least 5 years’ experience in a customer service and people management.
Training:
• Introductory Project Management
• Report Writing
• Sales and Customer Service

Behavioural qualities:
• Ability to manage self and be a team player, good conflict management, take and manage accountability
• Energy & Drive – Innovative, takes initiative, results oriented, and develops self consistently
• Interpersonal skills – Leadership, customer centricity, collaborative and coaches & develops direct reports
• Personal skills – trustworthy, integrity and ethical in dealings
• Operating skills – Ability to focus on priorities and plans, and share knowledge effectively
• Organisational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organisation
• Skill in resource management
• Presentation skills

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
• Driver’s license
• Corporate propriety
• Flexibility to travel (local/regional)
• Constant pressure to meet extremely tight deadlines
Female applicants are strongly encouraged to apply.