Manager - MNS Helpdesk Assurance at MTN

RESPONSIBILITIES

Operational Excellence

• Manages Tier 1 Assurance Support Centre Supervisors, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
• Manage development of framework for managing, tracking and reporting on EBU Assurance performance against agreed service levels
• Engage with process owners responsible for analysing problems and define solutions which will align with all global processes
• Ensure the correct incident management processes are defined to cater for customer service levels to be maintained
• Ensure the correct benchmarks, technological trends and tools are incorporated into infrastructure planning to provide a world class service standard
• Required to input on technology changes to ensure alignment with the Tier 1 Contact centre 
• Ensure end-to-end performance and track/report on performance problems and improvements 
• Develop and continuously improve effective troubleshooting procedures and practices
• Ensure Contact Centre Operations documentation is sufficiently detailed and up to date to ensure business continuity
• Drive a continuous improvement environment

Vendor Management

• Assess assurance risk and provide recommendations for vendor management
• Define, review and improve vendor related processes

Client Experience

• Develop standardised operations plans to ensure reliable delivery of services to clients
• Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans
• Work closely with sales team to understand demand of services in the Enterprise and Fixed markets
• Ensure effective and efficient service escalation processes are in place
• Be a custodian for customer engagement across the business

Communication and co-ordination

• Develop and grow long term relationships with key corporate customers, vendors, MTN Business and Wholesale stakeholders as well as the Digital team

Interface with other areas of the MTN Business for effective customer support

Financial Management

• Participates in the annual budget process for expenses, personnel, and training and works with supervisors to facilitate adherence and compliance with established policy and procedure

Process Management

• Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
• Understand the ITSM landscape of the Customer (internal) and understand ITIL / processes that need to be designed and implemented
• Provide ITIL best practice consulting at a strategic, design, and operational level for the Customer’s environment
• Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors

QUALIFICATIONS

• Relevant 3 Year Degree/ Diploma in Business Management/Information Systems or IT (e.g. B Comm/BSc/National Diploma/BTech)
• ITIL Foundation
• CCNA/CCNP (advantageous