Role overview
What you'll be stepping into
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.
Responsibilities
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
Qualifications
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
How to apply