Tigo Ghana Head of Customer Operations

Role Purpose Objective Together with the Management Team responsible for:  Contributing to Tigo’s strategic goals  Continually improving the present (and future) performance of Tigo Ghana  Creating team spirit based on the Tigo culture  Stimulating innovation and consumer focus throughout the operation  Creating a perception of best Customer Service across all Customer Care touch points Key Responsibilities As Customer Operations Head  responsible for:  Ensuring Customer needs and expectations are met to best industry standards.  Reduction of Customer dissatisfaction through process improvements.  Continuous Process improvements to improve operational efficiencies  Sharing customer feedback and insights to relevant partners  Optimizing customer contacts and up selling/cross selling.  Validating needs identified at Product Brief profile, defining strategy and/or plans as input for final Blueprint of the offer  Executing the acquisition of all "Customer Operations" needs for the development of the Offer and validating and executing Training Plan, related to "Customer Operations" activities  Reviewing external communication feasibility, in order to validate consistency of Consumer Service aspects. Developing consumer trainings, installation at customer premises and activation of the product/service  Administration and execution of Customer Operations approved Budget.  Assisting in formulation and administering policies to ensure integrity of the Organization.  Ensuring all areas under responsibility are SOX compliant.  Creating, implementing and measuring Customer Operation KPI’s.  Creating a information push from Customer Experiences to bring about changes through cross functional departments.  Ensuring Customer issue resolutions are in best standards to meet Customer Satisfaction.  Ensuring Customer Operation team motivation to deliver best service. Position Requirements Work & Educational background University degree, business/service oriented Master degree, buisness/service oriented Senior managerial experience in customer service or marketing Operational experience in customer service or marketing Knowledge Operations Management (Project) management Leadership Process improvements Change Management Tigo-specific organization knowledge Tigo Business strategy Tigo Business model Tigo culture Golden rules Code of ethics APPLY