Manager - Service Center Operations West. Sales and Distribution

Job Description
Main Purpose:
Manage the delivery of excellent service to customers and ensure the efficient operation of all branches, Connect Stores and Touch Points in the assigned region in line with MTN Uganda’s vision of leading the delivery of a bold new digital world.
MTN Uganda Limited is an equal opportunity employer and is seeking to recruit competent individuals to fill the following Positions;
Job Title: Manager - Service Center Operations
Reports to: Senior Manager - Service Center Operations
Division: Sales and Distribution
No. of Vacancies: 1
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.
Valid driving permit with a minimum of 2 years
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

• Driver’s license
• Corporate propriety
• Flexibility to travel (local/regional)
• Constant pressure to meet extremely tight deadlines
  

About Us
We at MTN Uganda are a purpose and value-led organization!
At MTN Uganda, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!
Female Applicants are strongly encouraged to Apply!
Note: In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.
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