Manager, Retail Experience at MTN Ghana

Job Context• Technology and Platform business• Multi regulation and multifaceted stakeholder management• Public Listed Organization• Environmental, Social and Governance prioritized• Regionalization structure implication• Performance driven environment• Development of a sophisticated client base (especially high value)• Diverse cultural environment• Extended workforce managementFoundational Skills Proficiency RequiredStrategic Planning & Thinking• Analyze the organization’s wider environment and draw conclusions about the impact of events and activities; guide the team to create solutions that deliver value in line with the business plans.• Develops and implements organization wide policy by determining target audience, building coalitions with the appropriate population, and developing a budget.Critical Thinking• Introduces new approaches that may have been tried elsewhere.• Examines situations from multiple or different perspectives.• Recognizes points for improvement and uses imagination to solve problems.Analytical Thinking• Organizes, classifies, and synthesizes the data into fundamental issues.• From the information, identifies the most probable causes of the problem.• Reduces the information down into manageable components.• Identifies the logical outcomes from analyzing the data collected.Decision Making based on Decision Modelling• Maintains the utmost integrity and behaves ethically at all times. Identifies gaps in information and makes informed assumptions in order to take timely action.• Addresses very complex issues and makes a judgment call on the need for additional analysis or the business necessity to take a timely decision, with the available information.• Demonstrates basic understanding of different decision models.Qualification Required & ExperienceEducation:• A University Degree. Affiliation to a Professional body (CIM etc.) is a plus.Experience:• At least 5 years’ experience in Customer Service and People Management with at least 3 years in a supervisory positionCompetenciesProfessional/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 knowledgeSkills/ Physical competencies:• Ability to manage self and be a team player, good conflict management, take and manage accountability.• Energy & Drive – Innovative, takes initiative, result oriented and develops self consistently.• Interpersonal Skills – Leadership, customer centricity, collaborative and coaches & develops direct reports.• Personal Skills – Trustworthy, integrity and ethical in dealings• Operating Skills – Ability to focus on priorities and plans, and share knowledge effectively.• Organizational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organization• Skill in Resource ManagementBehavioral qualities:Must live the MTN Values of• Can Do; Integrity; leadership; Innovation; RelationshipsMust Live the MTN Vital Behaviours of.• Complete Candor, Complete Accountability, Active Collaboration and Get it DoneLocation: Accra