Manager – Enterprise Service Assurance & Customer Experience
MTN Group
Job Description
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 ...