Fixed Broadband Operations Manager

Accra
Temporary
Full-time

1 month ago
Apply easily

JOB PURPOSE:A Reputable OrganisationThe successful candidate will oversee the end-to-end delivery and support of fixed broadband services (including fibre, DSL, GPON, Voice and Future Technologies i.e FWA), as well as the management of Relationship Managers and Team Leads. The role holder is responsible for ensuring operational excellence, customer satisfaction, and adherence to service-level agreements (SLAs), while driving efficiency, innovation, and continuous improvement in service operations.The role reports to the Customer Experience Manager.ROLE SPECIFIC REQUIREMENT:

Defines and tracks KPIs for Relationship Managers (RMs) and Team Leads, covering revenue growth, churn reduction, collections, product penetration, and customer satisfaction.

Conducts regular performance reviews, provides constructive feedback and coaching to drive improvement.

Identifies competency gaps and implements targeted training or upskilling initiatives.

Ensures strict adherence to sales processes, service standards and operational best practices.

Oversees how Relationship Managers (RMs) and Team Leads manage key customer accounts, ensuring strong engagement and retention.

Resolves high-level client issues escalated by RMs, providing timely and effective solutions.

Ensures consistent delivery of SLAs and maintains service quality across the customer portfolio.

Coordinates with stakeholders (i.e technical, billing etc) to address customer pain points and drive long-term improvements.

Ensures standardized workflows for customer onboarding, service provisioning, renewals, and complaint handling.

Implements tools and systems to improve RM efficiency (CRM usage, automation dashboards, reporting).

Ensures compliance with internal policies, regulatory standards and audit requirements.

Leads and motivates the Relationship Managers to achieve targets.

Manages capacity planning, ensuring adequate RM-to-customer ratio.

Facilitates weekly stakeholder and team meetings.

Fosters a culture of accountability, ownership, and customer-centric thinking.

Prepares weekly/monthly business performance dashboards.

Updates leadership on revenue, churn, pipeline, collections, and service issues.

Provides insights and recommendations for decision-making.

Coordinates cross-functional communication with Finance, Engineering, Support, and Commercial teams.

PERSON SPECIFIC REQUIREMENT:

Excellent leadership and people management skills.

Strong analytical and problem-solving abilities.

Strong communication skills.

Excellent stakeholder management

Able to work independently, self-directed and solutions oriented.

Able to work with cross-functional teams.

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