Job Vacancy For Senior Manager, Branch Network Services

• Responsible for ensuring that operational policies and procedures are being implemented and followed in all branches within assigned region.
• Provide guidance in the implementation of all Customer Experience projects/plans within the assigned region
• Oversee service excellence, Sales and Mobile Money activities in all service centres within assigned region
• Drive activities to achieve higher NPS within assigned region
• Handle the resolution of escalated branch issues within the region.
• Manage third party employees assigned to branches in the region.
• Ensure availability of logistics and sales stock for teams across branches in assigned region
• Provide recommendations and justification for branch expenditure in the preparation of annual budgets
• Conduct branch/connect store/VM Centres visits/spot checks across assigned region
• Liaise with distributor teams in ensuring service standards are maintained in Connect stores/VM Centres.
• Prepare Business reports (quarterly, monthly and weekly).
• Lead the implementation of companywide business initiatives within branches across the organization

• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Manage performance of team.
• Identify staff training and development needs and implement necessary actions
• Responsible for Career management of team
• Input in hiring talents.
• Create an enabling culture and environment for team to deliver on business objectives

• A University Degree in social sciences.
• Affiliation to a Professional body (CIM etc.) or a Master's degree is an added advantage.

• At least 8 years' experience in Customer Service environment of which 5years has been in managerial role.

• Strong knowledge of customer service management
• A working knowledge of all telecommunication products and services.
• Strong knowledge of sales and relationship building skills.
• Financial acumen.
• Technology savvy
• Customer Experience creation and management
• Sales management
• People Management

• 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
• Strong emotional intelligence
• Negotiation skills
• Facilitating skills

Ghana Current Jobs