Manager – Enterprise Service Assurance & Customer Experience

Requirements

• Bachelor’s degree in business administration, Information Technology, Information Systems, Telecommunications, Finance, or related field.
  

• Postgraduate qualification is an added advantage.
  

• 5–8 years’ experience in Customer Operations, Service Assurance, Service Delivery, Customer Experience Management, or Business Process Management.
  

• Experience in Telecommunications, Digital Financial Services, Fintech, Banking, or ICT strongly preferred.
  

• Proven experience in SLA management, service governance, and enterprise customer operations.
  

• Experience designing or managing customer research or survey programs is an added advantage.
  

• Enterprise SLA Management
  

1. Enterprise Service Governance & SLA Management

• Define, implement, and enforce enterprise service delivery standards and SLAs.
  

• Monitor service performance across all enterprise customers and ensure adherence to agreed timelines.
  

• Track SLA compliance across onboarding, service requests, issue resolution, and service changes.
  

• Identify SLA breaches and drive corrective action with relevant internal teams.
  

2. Request Quality Assurance & Process Compliance

• Validate completeness, accuracy, and compliance of enterprise service requests submitted by Key Account Managers and internal teams.
  

• Ensure all customer requests meet required documentation, approval, and policy standards before processing.
  

• Reject or return incomplete or non-compliant requests for correction.
  

• Standardize request templates and submission requirements across enterprise sales and operations teams.
  

3. Customer Disconnection & Risk Governance

• Ensure all customer-impacting actions (including disconnections, suspensions, or service restrictions) follow approved governance and authorization processes.
  

• Validate required approvals before execution of any service-impacting decision.
  

• Prevent wrongful or unauthorized disconnection of enterprise customers.
  

• Maintain audit-ready logs of high-risk customer actions.
  

4. Cross-Functional Service Coordination & Issue Resolution

• Coordinate resolution of enterprise customer issues across Operations, Technology, Product, Billing, Risk, and Customer Experience teams.
  

• Act as central escalation point for unresolved enterprise service issues.
  

• Ensure timely resolution and closure of all critical customer-impacting incidents.
  

• Track root causes of recurring service failures and ensure corrective action is implemented.
  

5. Customer Research, Engagement Surveys & Experience Intelligence (ENHANCED)

• Design, drive, and own enterprise customer research programs to understand customer needs, expectations, and service experience gaps.
  

• Develop and execute structured customer engagement surveys, including:
  

• Customer Satisfaction (CSAT) surveys
  

• Net Promoter Score (NPS) tracking
  

6. Process Design, Service Failure Detection & Continuous Improvement

• Develop and maintain enterprise service delivery workflows and operational processes.
  

• Standardize processes for onboarding, service requests, escalations, disconnections, and issue resolution.
  

• Continuously identify systems, tools, and processes that are failing the customer experience.
  

• Diagnose root causes of service failures (system, process, human, or cross-functional gaps).
  

7. Interface with Products & Innovation (Market Feedback Function)

• Capture structured customer feedback, research insights, and recurring service issues from enterprise engagements.
  

• Provide consolidated insights to Products & Innovation to support platform and capability enhancement discussions.
  

• Represent enterprise service experience realities in internal product and governance forums.
  

8. Stakeholder Coordination & Enterprise Alignment

• Work closely with Key Account Managers to ensure correct execution of customer requests.
  

• Collaborate with Customer Experience teams to align on enterprise satisfaction and engagement strategies.
  

• Coordinate with Operations, Technology, Risk, Compliance, Billing, and Finance teams for service execution.
  

• Ensure alignment across all internal functions involved in enterprise customer service delivery.