Manager - Service Fulfillment Fixed Broadband at MTN
Job Description
Reports To:
Senior Manager - FTTH Service Fulfilment
Division:
Fixed Broadband
Mission:
Develop and manage end-to-end service fulfillment operations for FTTx customers, as per SLA and business objectives.
Develop effective strategies for optimal home connections and achievement of targets.
Plan and own team management to accelerate home broadband connections for high-value customers in a professional,
agile manner with an uncompromising concern for safety, quality, aesthetics, and time.
Ensure management of contractors and external stakeholders with strict guidelines and governance mechanisms.
Description
Manage the performance measurement and monitoring of Fibre broadband propositions, promotions, and activities to ensure adherence to business plans and provide feedback to senior management.
Develop competitive broadband strategies for MTN Broadband product plans, solutions, and value propositions.
Establish a commercial footprint for various channels that align with the network roll-out.
Drive value creation by increasing customer base, product sales, and contract signings for enterprise-wide broadband products and services.
Identify new business opportunities from product launches, market growth, and process innovations.
Ensure strategic alignment with the Network Group (NWG) on rollout timelines and objectives.
Troubleshoot GPON, FTTx/ODN, LAN, and related access technologies.
Maintain advanced knowledge of FTTx/ODN architecture, including fiber cable color codes, connectors, patch cords, and service terminals/boxes.
Participate in contract negotiations to reduce costs and drive MTNN's value creation philosophy.
Manage tracking of new job orders (JO) on DCLM, assign them to appropriate home connection (HC) partners, and oversee fulfillment in compliance with SOP, SLA, and MTN Service Culture.
Proactively resolve operational challenges faced by HC partners during home connection visits and installations.
Ensure installers test broadband services and perform proper housekeeping before leaving customer locations.
Upskill and train field service partners and installers by leveraging real-life service fulfillment scenarios.
Coach and train direct reports to understand departmental objectives, targets, and training needs.
Conduct performance reviews and complete appraisals in line with company procedures and timelines.
Education
First degree in Social Sciences, Engineering, or IT-related disciplines.
Fluent in English.
Experience
6 - 13 years of experience, including:
5+ years in a service fulfillment role in telecoms, eCommerce, or financial services.
Experience working in a medium organization and multi-vendor network environment, preferably telecommunications.
Incident management experience on an FTTH network, including fault discovery and resolution.
Field service management experience, including planning, scheduling, inventory management, process control, and reporting.
Strong knowledge of GPON, LAN, and related access technologies.
Understanding of MTN fibre broadband products (preferred).
Project management, CFOT, and Quality Management certifications are advantageous.
Excellent organization, time management, and problem-solving skills.
Proficiency in Microsoft Office tools (Word, PowerPoint, and Excel).