Mission:


To maintain the organisation's competitive position and profitability by formulating research and development programs; planning and directing all aspects of the organisation's research and development policies, objectives, and initiatives. 


Description:


Review internal and external activities in relation to the telecommunications industry and direct the development of business goals, policies, objectives and targets as part of the company’s planning and budgeting process. 
Manage the development of viable plans for the operations of the department to support the company’s strategic initiatives detailing clear implementation roadmap and milestones. 
Evaluate internal and external sources of intelligence on a continuous basis and carry out telecommunications industry related research / analysis to establish policies in conjunction with Senior Management. 
Liaise with outsourced Call Center Vendors to resolve customer complaints in line with agreed customer support framework and SLAs. 
Review and approve proposed forecasts and trends for traffic volumes and flow to the Call Center to ensure achievement of key KPIs. 
Identify viable telecommunications business opportunities and trends and develop strong supporting business cases for Senior Management approvals. 
Ensure compliance of customer registrations in line with the industry regulatory requirements. 
Carry out periodic business process optimization and workflow reviews with the aim of achieving effectiveness of processes and improving operational efficiency. 
Develop metrics required to measure business processes and performance, build tools and job aids for monitoring performance and identify performance variances to facilitate focus and intervention in critical areas for constant improvement. 
Review and guide the generation of reports for requesting divisions and the MTN group. 
Review telecommunications market research and assess their relevance to the business and activities of the organization, as well as identify implications for MTNN and possible responses. 
Carry out value adding research in business areas relating to the telecommunications industry.
Partner effectively with MTNN’s critical high value customers to enhance MTN’s Corporate Brand 
Improve MTNN’s Net Promoters Score  
Develop strategies and champion customer centric culture across the organization and develop/reform relationships with MTNN’s internal and external customers to transform the MTNN’s revenue. 
Drive planned strategy for the successful delivery of MTN Group and MTNN transformation initiatives focusing on Customer centricity


Education:


First degree in Social science or any relevant discipline / Masters advantageous 
Fluent in English and language of country preferable 
Post graduate degree in a related field or an MBA is an advantage  
Professional Qualification from a recognized Customer Relations Body 


Experience:

9- 17 years working experience comprising: 


Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry  
Worked across diverse cultures and geographies advantageous 
Work experience must span the following areas:  

Business Planning 
Research & Development 
Project Management