Job Summary:

• Manage the delivery of exceptional customer service and ensure operational efficiency across all branches and other touchpoints within the assigned region, in alignment with MTN Ghana’s vision to lead the delivery of a bold, new digital world

Job Context

• Evolving Digital Telecommunication business and business models.
• Multiregulated environment.
• Increasing demand for digital experiences and data-driven decisions to keep up with customers.
• A shift from share of market to share of life.
• Evolving business models and partnership management.
• Brand Reputation
• Increasing traditional and non-traditional competitors complimented by growing price wars

Key Tasks:

• Champion and implement all Customer Experience projects/plans in the assigned region.
• Drive service excellence and sales activity in all service centres within the Sales Business Unit.
• Handle the resolution of escalated branch issues within the region.
• Manage Mobile Money services and traffic in all service centres in the region.
• Manage third party employees assigned to branches in the region.
• Coach, mentor and motivate branch staff in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within region.
• Ensure availability of sales stock for team in region.
• Responsible for overseeing all branch functions and overall customer experience.
• Ensure logistics are available for team to deliver on their targets.
• Conduct branch and connect store/ spot checks in the region.
• Liaise with distributor teams in ensuring service standards are maintained in Connect stores.
• Prepare Business ,customer experience and insight reports (quarterly, monthly and weekly).
• Support and drive all companywide business initiatives in the assigned region.
• Support HR in conducting interviews for selection of staff in the service centres under the region.
• Conduct performance review discussions for permanent/ contract staff under the region, biannually.
• Drive all commercial and digital KPIs – MyMTN, Momo App, Active Data subscribers, Fintech Monthly Active Users, Home and Yello Biz

Qualification Required & Experience

Education

• A University Degree in Social Sciences or related field
• Affiliation to a Professional body (CCXP and PMP 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
• Analytical Skills
• Strong emotional intelligence

Must live the MTN Values of:

• Lead with Care, Collaborate with Agility, Serve with Respect, Can Do with Integrity, Act with Inclusion, COS

Location: Western Region

How To Apply For The Job

Interested and qualified applicants should send their Curriculum Vitae by to:

mtnghanarecruitment@mtn.com

Closing Date: 28 February, 2026