Job Title: Manager – Enterprise Service Assurance & Customer Experience

Reporting to: Senior Manager – Enterprise Sales

Division – Commercial Operations

Mission/ Core purpose of the Job 

To ensure end-to-end excellence in enterprise customer experience by enforcing service governance, SLA compliance, and operational execution standards across MTN Mobile Money enterprise customers.

The role is responsible for ensuring that enterprise customers receive consistent, timely, and high-quality service delivery through rigorous monitoring of service performance, validation of request quality, prevention of service failures (including wrongful disconnections), and coordination of cross-functional issue resolution.

The role also owns enterprise customer feedback systems, customer research initiatives, and engagement survey programs, ensuring that customer voice is systematically captured, analysed, and translated into actionable ...