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NCBA
Relationship Manager
Kampala
• Uganda
Profession (Mid-level)
Accounting, finance, banking, insurance,Administrative, clerical,Agriculture, fishing, forestry, wildlife,Business, strategic management,Customer support, client care,Design, arts,Electrical engineering,Engineering, architecture,Food, nutrition,General management, leadership,Government, community development, public services,Human resources,Information technology, software development, data,Installation, maintenance, repair,Legal,Manufacturing, operations, quality,Mechanical engineering,Media, communications, languages,Medical, health,Project, program management,Research, academy,Restaurant, hospitality, travel,Sales, marketing, promotion,Security,Teaching, training,Telecommunications,Transportation, logistics, driving,
Industry (Business, strategic management, Mid-level)
Seniority (Business, strategic management)
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MTN Group
Telecommunications
Description
Requirements
Bachelor's degree in Business Administration, Social Sciences or any other relevant field.
Experience:
- At least 4 years’ experience in a service environment
- At least 3 years managing people
- Good knowledge of sales and retail Industry trends, best practice retail and service principles.
Responsibilities
- Drive and ensure effective implementation of Customer Experience plans / projects in the Service Centre
- Drive and effectively run daily debrief / hurdle sessions
- Ensure target achievement of all customer experience & service targets in the Service Centre
- Efficiently manage assigned Service Centre and ensure that staff and customer complaints, problems and requests are resolved as per agreed timelines
- Prepare weekly reports (CLF, Inventory, Sales, Performance Management)
- Drive and support all companywide business initiatives in the assigned Service Centre
- Plan workloads and rota for the team
- Ensure prompt settlement of Service Centre bills by MTN
- Coach to ensure right behaviours are lived
- Perform relevant duties that may be assigned by the Manager - Service Center Operations
- Liaise with other stakeholders to achieve business objectives
- Management of frontline staff & Third-Party agents in the Service Centre
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