COMPANY OVERVIEW, VISION & VALUES
We at Lonestar Cell MTN are a purpose and value-led organization.
At Lonestar Cell 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 organization, 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 organizational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realize 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!

MISSION/CORE PURPOSE:

Responsible for the Profit and Loss of the Service Center. Serves as the responsible and accountable party for Service Center performance, level of customer satisfaction and level of professionalism. Serves as the direct representative of the manager, making decisions on operational matters relating to daily activities at the Service Center.

CORE RESPONSIBILITIES:

Key Performance Area:

• Oversees all activities of the service center.
• Manage the safe and safeguard and secure stock.
• Responsible to distribute stock to agents and prepare daily reconciliation.
• Responsible for all cashier activities on the sales of stock
• Accurate stock counts and reporting: Conduct and/or take accurate inventory of all products at the service center.
• Monitor agents and make inform decision on output and targets.
• Immediately inform line manager, Senior Manager and Business Risks Management of any reports of shortage or overage.
• Disseminate Management’s views and aspirations to team members.
• Adhere to customers experience mandate for improved customer satisfaction.
• Ensure current branding of product and services and Oversee quarterly decoration of service center depicting specific seasons and theme for ambiance attraction in the service center;
• Follow-up on issues from the service center to ensure they are quickly resolved and provide feedback on overdue issues or escalate in a necessary time frame.
• Liaise with collaborating departments (Marketing/Network/IT/Finance/BRM/HR) for effective resolution of issues confronting assigned service center, section or tasks and risks; and,
• Report daily/weekly to Branch Network Services Manager.
• Attain monthly Key Performance Indicator (KPI) target assigned.

Supervisory /Managerial/ Leadership Complexity:

• Conduct regular weekly staff meetings to track staff performance(s), encourage feedback provide minutes of all meetings with staff.
• Build one-on-one relationship with team members.
• Schedule and plan staff annual leave and ensure that approved annual leave are log on the HRIS and taken on time.
• Manage, monitor and ensure staff adherence to punctuality of attendance and lunch breaks.
• Always ensure strict adherence to the standard operating procedures of the service center.

• Set goals and objectives for direct reports, monitor progress and maintain motivation.
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions by ensuring that these gaps are covered
• Encourage staff to actively participate in the Group Culture Audit (GCA) Survey
• Recognize hardworking and committed staff under the HR Recognition & Reward Scheme (MTN Shine)

• Liaise with assigned HR Partner for help in implementing HR policies and procedures.

Role Complexity

• It is very important for the person in this role to have a fair understanding of the objectives and nature of the operations in the various technical and commercial functions to be able to effectively provide reliable customer care advice and guidance.

Creativities (improvement/innovation inherent):

• Use an innovative approach to solving problems, implementing within specified time and quality.
• Propose ways and means of improve customer satisfaction and net promoter score.
• Creation of business solutions and responses to risks at the service center.
• Be innovative with regards to the implementation of standard operating procedures (within specified deadlines set).
• Make suggestions to enhance and define the processes for further improvement of services.
• Apply an understanding of which areas of the business need to be included when implementing approved suggestions on improved customer service.
• Negotiate and convince customers/subscribers on the usage of new products and services or other promotions to ensure their stability on the network.

Independent thought and Judgment:

• Independent thought and judgement is based on experience
• Independent thought and judgement should always be in strict alignment with the standard operating procedures of the service center.
• Development of business solution to ensure compliance, with actual solution to be approved by the various stakeholders.
• Changes in processes with regards to the implementation of the standard operating procedures.
• Use best practices to ensure compliance to customer experience, service center standard operating procedures, etc.

QUALIFICATION AND EXPERIENCE:

Education

• Bachelor’s degree in any of the Natural Sciences
• Associate degree or any tertiary diploma in Customer Service/ Sales & marketing/Point of Sales Management
• Relevant Certificates/accreditation/membership with professional bodies, is an added advantage.

Experience

• Minimum of three (3) years’ working experience, with proven track record, in branch management and customer care environment
• Minimum of three (3) years’ demonstrated experience in managing relations with customers, team and other relevant Stakeholders
• Worked across diverse cultures and geographies advantageous.

CORE COMPETENCIES:

Knowledge:

• Digital Savvy: Very good knowledge and skills of Microsoft office suite, with special skills in using MS PowerPoint, MS Excel, MS Word and other relevant software
• Ability to write comprehensive reports and communicate effectively with all levels of Management within MTN and with all types of Stakeholders.
• Good knowledge of the distribution rules of engagement and customer experience and application of distribution standard operating procedures.
• Compliance Management

Important competencies required for the position:

• Must be a Role Model of ethical practices by living the MTN Live Y’ello Values of: Lead with Care; Can-Do with Integrity, Collaborate with Agility, Serve with Respect and Act with Inclusion:

Skills /other Competencies :

• Manages the alignment and execution of tactical activities.
• Has the mental agility to identify and solve relevant situational challenges
• Executes on innovative commercial practices and identifies areas for continuous improvement.
• Is self-aware and supports team capability development through opportunity creation for realising potential.
• Builds professional networks across industry through collaboration and co-operation to uphold the MTN Brand
• Drives team objectives and contributes to sustainability of results through ethical practices.
• Clarifies priorities, plans, organizes and co-ordinates the work of others
• Excellent communication and presentation skills
• Strong determination to succeed.
• Proven ability to think and present new ways of getting things done.
• Proven track record of being a team player.
• Strong Negotiation and influential skills
• Understanding the market from a general perspective
• Understanding best practices within the telecommunications industry

Behavioral Qualities:

• Analytical Thinker & Problem Solver
• Operational Value Creator & Culture and Change Champion
• Supportive People Manager & Relationship Manager
• Results Achiever & Operationally Astute
• Commitment to the organization
• Good teamwork and cooperation