Senior Manager - Customer Operations | Home Broadband at MTN Group

Johannesburg, Gauteng, South Africa -

Full Time

Start Date

Immediate

Expiry Date

01 Jul, 26

Salary

0.0

Posted On

02 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Mapping, Customer Experience Management, Service Delivery, Process Optimization, Project Management, Program Management, Performance Management, Reporting, Communication, Negotiation, Presentation Skills, FTTH, FWA, Operational Excellence, Stakeholder Management, Strategic Thinking

Industry

Telecommunications

Description

Mission The Senior Manager: Customer Operations (Home Broadband) is accountable for driving operational excellence and execution rigor across the Home Broadband lifecycle. The role translates Group customer experience strategy into practical, scalable, and repeatable operational playbooks, ensuring superior performance across installation, activation, assurance, billing, and retention journeys. Working closely with the GM: Customer Operations, OpCo teams, and Technology teams and partners, the role acts as the Group’s execution engine for Home Operational Excellence, embedding standards, improving service outcomes, reducing cost-to-serve, and elevating customer experience at scale. Values We at MTN are a purpose and value-led organization. At MTN, 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. Live Y’ello • Lead with Care • Can-do with Integrity • Collaborate with Agility • Serve with Respect • Act with Inclusion Context MTN’s Home Broadband business is scaling rapidly across Africa through FTTH and FWA, bringing new operational complexity across field operations, partners, technology, and customer expectations. As penetration grows, operational excellence becomes the primary differentiator, requiring: • Faster and first-time-right installations • Predictable fault resolution • Seamless post-sales experience • Lower repeat visits and cost leakage • Strong OpCo execution discipline This role exists to ensure MTN wins the Home not just on coverage and pricing, but on execution excellence by setting standards and standardising processes across markets. Global Influences: Increasing demand for FTTH, 5G, smart homes, IoT, and high-speed internet connectivity is shaping broadband services. Global innovations and industry trends, such as cloud computing, fibre expansion, and smart technologies, are key drivers of service demand. Environmental / Industry Demands: There is a significant gap in home broadband penetration across Africa, with growing competition from both traditional and new entrants. Regulatory considerations and the need for partnerships with local infrastructure providers play an important role in broadband rollout. Organisational Mission: MTN’s vision is to lead digital transformation in Africa, ensuring widespread access to reliable, high-quality broadband services that drive social and economic development.

Responsibilities

The Senior Manager is responsible for driving operational excellence across the Home Broadband lifecycle by creating scalable operational playbooks. They collaborate with cross-functional teams to improve service outcomes, reduce costs, and enhance the overall customer experience.