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.

Qualification Required & Experience

•   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

Location: Accra

How To Apply For The Job

Interested and qualified candidates should

Click Here To Apply Online

Closing Date: 31 October, 2013

When you join Tigo, you join a team where your skills, ideas and technical know-how can do more than contribute to the bottom-line. You'll be exposed to enormous experience, great network and a workforce full of talents with youthful exuberance. At Tigo we are all salesmen and we are responsible for our own development. We consider each vacancy as a development opportunity for Tigo Employees and we develop both the business and people together.