• Champion and implement all Customer Experience projects / plans in the assign region • Drive service excellence and sales activity in all service centres within the Sales Business unit • Handle the resolution of escalated branch issues within the region • Manage customer traffic into the branches in the region • Manage third party employees assigned to branches in the region • Coach, mentor and motivate branch staff in an effort in an effort to achieve assigned sales targets and maintain optimal employee service satisfaction levels within the region • Ensure availability of stock for the teams in the region • Responsible for overseeing all branch functions and overall customer experience • Ensure logistics are available for the team deliver on their targets • Conduct branch scheduled visits & spot checks in the region • Liaise with the Touch Point teams in ensuring service standards are maintained • Prepare business reports (Weekly, monthly and quarterly) • Support and drive all companywide business initiatives in the assigned region • Support HR in conducting interviews for selection of staff in the Service Centre under the region • Conduct performance review discussions for the team in the region bi annually • Implement Enterprise Business Unit strategies in the Service Centres

• Bachelor’s degree in Business Administration, Social Sciences or any other relevant field. • Experience: • At least 5 years’ experience in a customer service and people management. • Training: • Introductory Project Management • Report Writing • Sales and Customer Service • Behavioural qualities: • Ability to manage self and be a team player, good conflict management, take and manage accountability • Energy & Drive – Innovative, takes initiative, results 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 • Organisational Positioning Skills – Good written and verbal communication, presentation skills, commitment to the organisation • Skill in resource management • Presentation skills • General working conditions • Driver’s license • Corporate propriety • Flexibility to travel (local/regional) • Constant pressure to meet extremely tight deadlines • NB: Female applicants are strongly encouraged to apply. In compliance to the Data Protection & Privacy Laws of Uganda, MTN Uganda will use your application documents for purposes for which they were intended for.