Service Center Operations Manager – West Region

About the role

The Service Center Operations Manager for the West region will lead the delivery of excellent customer service across all MTN Uganda branches, connect stores and touch points. Reporting to the Senior Manager – Service Center Operations, you will ensure efficient branch operations while driving sales and customer experience initiatives.

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 and coach branch teams to meet sales targets and service standards.
• Ensure stock availability, logistics support and conduct regular branch visits and spot checks.
• Liaise with Touch Point teams to maintain service standards.
• Prepare weekly, monthly and quarterly business reports.
• Support HR in recruitment, interviews and bi‑annual performance reviews.
• Implement enterprise business unit strategies in service centres.

Required profile

• Bachelor’s degree in Business Administration, Social Sciences or a related field.
• Minimum 5 years experience in customer service and people management.
• Valid driver’s licence with at least 2 years of driving experience.
• Strong leadership, conflict‑management and accountability skills.
• Excellent communication, presentation and resource‑management abilities.

Required skills

• Project Management
• Report Writing
• Sales
• Customer Service