2 Job Positions at MTN Rwanda: (Deadline 26 April 2024)

• To coordinate the delivery of effective and efficient digital transformation initiatives in customer experience, thereby improving customer NPS and cost reduction.
• To drive the uptake and growth in usage of the self-service, digital and online channels (IVR/Email/Chatbot/Social Media/MTN App) to ensure call deflection KPIs are achieved and grow Unassisted Contacts
• Champion the implementation of digital transformation to digitize High-Volume Journeys.
• Working with detailed customer insights to deliver a unique Digital Customer Experience and thus delivering personalized differentiated brand interaction as a competitive advantage.
• Design End-to-End Customer Journey and User Experience across all business units for all customer touch points – Service centers, Mobile, Online and Contact Centre.

Job Responsibilities

• Lead the execution of the digital transformation strategy in Customer experience across various business units in the most efficient, meaningful and effective way.
• Working with product owners to ensure product journeys are available on all digital touch points and ensuring MTN digital touchpoints have a great UX.
• Responsible for Growth and penetration of digital channels to grow unassisted contacts and reduce overall cost to serve.
• Identify Digital Champions across Business Units to ensure the delivery of process simplification, efficiency, improvement and automation.
• Drive disruption through design thinking, journey mapping and leverage on customer insights, process automation, human centered design to challenge the status.
• Lead the identification & Digitalization of high-volume customer journeys in MTN.
• Manage the implementation of digital processes across customer touch points to improve CSAT, resolution and efficiency strategies.
• Use all the knowledge collected from customer analytics, customer interactions, customer feedback and other sources to provide excellent digital customer experience.
• Organize training programs for frontline to update their knowledge and awareness of available digital channels.
• Responsible for conducting internal and external analysis, research and evaluating competitors and industry trends, and propose digital solutions to improve customer experience.
• Continuously implement transformative initiatives on self-service, digital and online channels (Email/Web Chat/Social Media/Chatbot/MTN App).
• Support the organization in embracing Digital Transformation and Agile as a culture shift.
• Customer Focus – Understands customer (both internal and external) insights, influences teams to build customer centric processes and systems, drives customer focus as a value within the organization.
• Develop highly effective, influential relationships internally and externally with key stakeholders to research, identify and capture new digital opportunities across the business.
• Collaborate with the Business Units on driving digital channel uptake per segment within the defined Service experience standards.
• Gaining an understanding of digital market trends and opportunities that are relevant to the digitalization of the contact center.

All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of academic credentials no later than 26th April 2024. MTN Website portal: https://www.mtn.co.rw/careers/

We strongly encourage applications from women and/or individuals with disabilities.

Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful, If you encounter any issues when completing the application, reach out to [email protected] (+250788319965)

At MTN Rwandacell Plc we are committed to safeguarding your data privacy. For more information visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your personal data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/

Administration

• Ensure efficient and effective administration of the CEO’s Office.
• Efficient planning and coordination of the CEO’s calendar and meetings.
• Schedule both internal and external appointments/ meetings for the CEO.
• Clear documents and contracts for approvals established procedures and accuracy before being signed by the CEO.
• Coordinate the use of the Boardroom and organize internal, external, Board Meetings, company conferences, events, and seminars.
• Take minutes in CEO management meetings.
• Raise the payment request for the CEO and prepare orders where possible.
• Act as an office manager by keeping up with supply stock and inventory.
• Provide administrative support around the CEO’s residence as required.
• Manage payments from the CEO’s office.
• Managing and reconciling CEO’s accounts with the organization.
• Organize and maintain the office filing system.
• Manage local and international deliveries for the CEO’s office.

Communications

• Act as liaison with internal departments and external stakeholders for the CEO’s Office
• Receive and route internal and external correspondence to the CEO’s Office and maintain follow up.
• Draft responses to internal and external communications for CEO’s signature
• Liaise with all departments/staff regarding any queries to the CEO’s office.
• Act as a backstop for the CEO for routine information inquiries and respond to such inquiries where possible or forward to relevant officers.
• Prepare informal translations and may act as interpreter.
• Managing information flow in a timely and accurate manner

Internal and External Stakeholder Management

• Maintain good internal and external relationships in the CEO’s office.
• Ensure travel requisitions for staff are approved and choose itineraries and negotiate service level agreements with travel agencies Hotels for the company’s benefit.

Travel Arrangements and Coordination of events.

• Organize CEO’s and Exco travels: airport pick up, hotel accommodation (within and outside the country),
• Ensure smooth operations and coordinate all functions within the CEO’s office.
• Coordination of CEO and Exco conferences, seminars & meetings, CEO and Exco travel arrangements and events.
• Ensure visitor’s travel, tickets, airport transfer and hotel accommodation arrangements (Group Stakeholders, Shareholders, Board directors and other company visitors)

All interested candidates are requested to apply through the MTN website and submit their updated curriculum vitae with copies of academic credentials no later than 27th April 2024. MTN Website portal: https://www.mtn.co.rw/careers/

We strongly encourage applications from women and/or individuals with disabilities.

Note: Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application unsuccessful, If you encounter any issues when completing the application, reach out to [email protected] (+250788319965)

At MTN Rwandacell Plc we are committed to safeguarding your data privacy. For more information visit our website to read our job applicants privacy notice that explains how we collect, use, disclose, and protect your personal data at https://www.mtn.co.rw/privacy-notice-for-job-applicants/