Subscriber Verification Supervisor

Main Purpose:

To coordinate and supervise the activities of the subscriber verification function with high performance standards in support of the achievement of 100% clean customer data and compliance with the RICA guidelines.

MTN Uganda Limited is an equal opportunity employer and is seeking to recruit a competent individual to fill the following position.

Job Title: Subscriber Verification Supervisor

Reports to: Manager Subscriber Verification

No. of Vacancies: 1

Main Job Functions:

• Assessment of the SIM Verification Back Office workflows and propose recommendations for improvement of efficiencies using best practices to simplify procedures, enhance performance, reduce costs, and increase work quality.
• Act as a support link to S&D on ensuring that KYC requirements are adhered to during SIM registration.
• Support internal and external audit activities.
• Manage and support all aspects of the Team Leader performance to ensure that they achieve their full potential.
• Provide monitoring and coaching and support to Team Leaders.
• Identify and address formal and informal needs assessment for Team Leaders
• Submit performance management reports highlighting adherence to the different key performance indicators.
• Manage the Subscriber document verification and storage process.
• Oversee the management of electronic and/or paper-based subscriber registration information
• Identification and development of needed operational policies, procedures and processes.
• Review and update of existing policies, procedures and processes to assess their relevance to the current Subscriber Verification needs.
• Conduct bi-annual employee satisfaction surveys to identify areas of improvement and develop motivational programs to keep morale and retention high.
• Development of relevant and meaningful R&R programs.
• Effective communication of the business strategies.
• Participate in the direct recruitment of the Team Leaders and the administrators.
• Develop an effective induction program for both the administrators and the Team Leaders.
• Develop and manage the implementation of the SIM Verification Back Office training plans.
• Issuing disciplinary for non-adherence to the PPP.
• Develop and evaluate Service level agreements with key supporting business units (both internal and external service providers that is; S&D, IT, NWG, CM&T, HR, Workforce, and recruitment agencies.
• Recommend and or develop solution-based initiatives with the key supporting business units to improve efficiencies within the Subscriber Verification area.
• Assessment and planning for the care and development of the archive collection.

Education:

•  A minimum of a bachelor’s degree in a Business Discipline

Experience:

• 3- 5 years’ experience in a Service environment at a Leadership level
• Computer proficiency, with high levels of spreadsheet and other data-analysis capabilities
• Information and records management

Knowledge, Skills and Competencies:

• Excellent inter-personal skills
• Attention to detail
• Troubleshooting and problem-solving skills
• Ability to take timely and informed decisions
• Good communication skills
• Willingness to work under a high-demand environment with competing deadlines and priorities
• Flexibility and ability to work under minimum appreciation
• Exposure to a compliance environment would be an added advantage
• Ability to work in a cross-functional manner

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.

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