Job Summary

• The successful candidate will join our team as the Business Operations and Process Lead in the Customer Experience Department.
• This individual will report to the Head of Customer Engagement and will be responsible for developing and implementing an effective business operations strategy.
• The primary goal for the successful candidate will be to identify and alleviate customer pain points during onboarding and throughout service delivery.
• The Business Operations and Process Lead will also work to enhance the B2B Customer Net Promoter Score (CNPS) and customer satisfaction scores by implementing a comprehensive end-to-end onboarding strategy for the customer lifecycle process.

Key Responsibilities

Business Operations

• Oversee the end-to-end delivery of all sales made, from forecasting through to delivery to customer.
• Define and deliver the enterprise operational Strategy to aid in service delivery and after sales support.
• Develop and implement an effective Business Operations Strategy for B2B.
• Ensure the timely provisioning of all customer request (mobile or any products assigned), through guided Service Level Agreements (SLAs).
• Ensure the delivery of service/sales provisioned report or data to support management decision-making.
• Ensure smooth deployment and complaint resolution for all Mobile Number Portability (MNP) requests.
• Work with key business stakeholders on operational process review and continuous improvement.
• Ensure billing accuracy and efficiency for all B2B customer services, liaising with key stakeholders in delivering all activities relating to achieving this.
• Provide comprehensive analysis of all product sales, stock levels and recommend the most profitable options to Products and Proposition Team.
• Ensure the preparation of weekly and monthly reports on Mobile products sales performance and advise sales commercial performance and products team.
• Provide direct support to the Sales Team on all sales and ensure accurate supporting documents in the sales decision-making processes and service delivery.

Policy and Procedures

• Develop (and amend where applicable) policies and procedures that ensure and promote customer satisfaction and intimacy for B2B.
• Establish effective policies and procedures to drive efficiency in B2B operations whiles guaranteeing excellent customer experience in the market.
• Develop and ensure the implementation and adherence of all B2B Service Level Agreements outline in all B2B policies.
• Oversee the delivery of a seamless high-quality service across all customer touchpoints.
• Ensure periodic and regular reports on B2B customers in service delivery for decision making.

Document Management, Adherence and Compliance

• Develop an effective and efficient operational storage process in managing the safe keeping of all B2B documents.
• Ensure accuracy and compliance of ‘Know Your Customer’ (KYC) for all B2B Customers
• Oversee Service Level Agreement Compliance.

Leadership

• Manage and constantly motivate an efficient customer focused operations team.
• Define KPI’s and targets for team members, and initiate a culture of continuous performance, through learning and development.
• Develop a bench-strength of future leaders through coaching and mentoring
• Establish team performance expectations.
• Maintain effective working relationships with internal stakeholders and external suppliers as well customers.

Key KPI’s:

• Customer satisfaction (NPS)
• Base revenue retention
• Customer accounts retention
• Excellent service delivery
• Timely and comprehensive preparation of periodic reports on service delivery and performance.

Required Qualification and Experience

• A minimum of university degree in any field with emphasis Business Studies, or related.
• A minimum of three (3)-five (5) years of working experience in enterprise operations.
• Proven Experience Telecoms and/or IT managed service experience (Advantageous)
• Proven leadership abilities in a corporate turn-around environment.
• Proven experience of operating in a rapidly changing environment, such as a major corporate reorganization or start-up.

Core Competencies

• Demonstrated experience and success in B2B customer operations.
• Excellent organizing and coordination abilities
• Commitment to superior service delivery
• Can-do, positive attitude
• Must possess strong analytical skills, documentation, exceptional written and presentation skills
• Strong process, planning, and organizational skills
• The ability to build and sustain positive business relationships internally and externally
• Team management

Location: Accra

How To Apply For The Job

Interested and qualified applicants should send their Applications & Curriculum Vitae to:

Recruitment@ppl.net.gh

Kindly indicate the role you are applying for in the email subject.

Closing Date: 22 May, 2025

Ready to be part of our dynamic and innovative team? At AT, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.