Service Center Operations Manager – West Region

About the role

MTN Uganda is looking for a dynamic Manager to lead Service Center Operations across its West region. You will be responsible for delivering excellent customer service, driving sales performance, and ensuring smooth branch operations in line with the company’s digital vision.

Key responsibilities

• Champion and implement Customer Experience projects in the assigned region.
• Drive service excellence and sales activity across all service centres.
• Resolve escalated branch issues and manage customer traffic.
• Oversee third‑party staff, coach branch teams, and ensure sales targets are met.
• Maintain optimal stock levels and logistics support for branches.
• Conduct scheduled branch visits, spot checks, and liaison with Touch Point teams.
• Prepare weekly, monthly and quarterly business reports.
• Support HR in recruitment, performance reviews and staff development.

Required profile

• Bachelor’s degree in Business Administration, Social Sciences or a related field.
• Minimum 5 years of experience in customer service and people management.
• Valid driving licence with at least 2 years of driving experience.

Required skills