Manager, Lite Retail Services
Job Description
We at MTN Ghana are a purpose and value-led organization.
At MTN Ghana, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. 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!
Job summary
Responsible for the end to end management of Lite Retail Partners across the designated areas. The role will involve working with key stakeholders to identify, recruit, build capability and support the effective operations of all Lite Retail Partners in the region. The incumbent will proactively initiate activities aimed at delivering excellent sales and customer experience across key markets in their designated region.
Context :
Technology and Platform business
Multiregulation and multifaceted stakeholder management
Public Listed Organization
Environmental, Social and Governance prioritized
Regionalization structure implication
Performance driven environment
Development of a sophisticated client base (especially high value)
Diverse cultural environment
Extended workforce management
Key Tasks:
Support the design, planning and execution of Lite Retail Service (LRS) strategy for the area.
In collaboration with key stakeholders in the area, responsible for identifying, recruitment, build capability, and onboard all LRS partners in the area.
Monitor the performance of LRS partners and proactively initiate action to address any gaps in the operation.
Support LRS partners to build a sustainable operation by driving value adding serve and sales opportunities.
Performance management of LRS Agents and ensure they meet acceptable standards.
Organize periodic capability development programmes for LRS partner and their agents with a big focus on digital service delivery.
Ensure effective implementation of Customer Experience standards at the LRS
Supervise and institute mechanism to ensure strict adherence of PPPs at the various LRS points.
Accountable for the target achievement for all sales & NPS in the assigned SBUs
Efficiently manage assigned LRS and ensure complaints, problems and requests are resolved per agreed timelines.
Ensure zero fraud in assigned LRS and where they do happen, execute necessary action to prevent its recurrence.
Conduct period scheduled and/or spot checks to LRS points for the purpose of conducting compliance check and also support partners to improve on sales and service.
Prepare business reports i.e. weekly, monthly and quarterly reports.
Champion and implement all Customer Experience projects/plans and companywide business initiatives in the assigned regions.
Ensure logistics and relevant resources are available for team to deliver on their targets.
Ensure logistics and relevant resources are available for LRS to function well (tools, stocks guidelines objectives etc).
Education:
A University Degree. Affiliation to a Professional body (CIM etc.) is a plus
Experience:
At least 5 years’ experience in Customer Service and People Management with at least 3 years in a supervisory role.
Professional/Technical competencies:
Strong customer service knowledge.
A working knowledge of all MTN products and services.
Strong knowledge of sales management.
Strong Financial and business knowledge
Stakeholder and People management
Customer relationship and experience management
Technologically savvy
Strong digital knowledge
General working conditions
Anywhere/Anytime work/ Ability to manage self/Personal accountability
