MTN Uganda

Customer Support

• Ensure Operational Excellence whilst overseeing the daily operations, monitor key performance indicators (KPIs), and ensure adherence to policies and procedures to optimize team productivity and efficiency.
• Deliver superior quality support to all Fixed Broadband (FBB) customers through proactive and empathetic engagement.
• Manage all digital Channels (Whatsapp, Social Media and Email) customer interactions to drive retention, loyalty, and revenue growth.
• Serve as a point of escalation for complex issues, providing guidance and support to agents to ensure exceptional customer service and satisfaction.
• Analyze performance data, identify areas for improvement, and implement strategies to meet and surpass departmental and organizational goals.
• Effective use of customer management systems and practices.

Partner – Customer Support, Digital Channels, Fixed Broadband

Account Manager

• Support and assist the Senior Account Manager with the implementation and management of operational and promotional plans within assigned accounts
• Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN
• Actively and strategically targeting new business acquisitions
• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development
• Recommend ways to exploit new opportunities to grow the business further
• Resolve escalated issues or escalate as appropriate
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines
• Develop and drive the execution of agreed projects

Human Resources

• Foster a positive and productive work environment by building strong relationships between employees and management.
• Serve as a trusted advisor and mediator between employees, managers, and leadership.
• Ensure compliance with labour laws, company policies, and ethical standards.
• Enhance employee engagement, trust, and satisfaction, contributing to retention and performance.
• Equip managers with tools and guidance for handling employee concerns and workplace conflicts.
• Align employee relations strategies with business objectives.

Manager – Employee Relations

Attorney

• Work of a highly sensitive and confidential nature is undertaken which requires stringent legal regulation
• Provide legal and risk related advice
• Manage litigation matters in Magistrate and High Courts
• Draft, review, and negotiate complex commercial agreements independently, including sales and distribution agreements
• Identify, assess, and advise on commercial and legal risks in transactions
• Collaborate with regulatory advisors on compliance matters

Manager – Commercial Legal, Corporate Services

Manager

• Provide legal advice across MTN SA business functions to ensure legal risks are properly mitigated
• Identify and manage disputes and litigation involving MTN SA and third parties, including labour disputes
• Brief and manage external attorneys for litigation matters in the High Court, mediation, and arbitration proceedings
• Oversee case management of various litigation matters
• Prepare Letters of Demand
• Prepare/review legal opinions
• Draft instructions to attorneys

Manager – Litigation, Corporate Services

• Ensure execution in alignment with divisional or Regional strategy
• Provide input into SLA approval and exception performance review Reporting
• Report on a regular basis to reporting manager relating to progress made within business / function unit or Region and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary
• Assist the HR Consultant to manage, localize and implement the people strategy and agenda relating to Organization Design
• Workforce Planning and Analytics
• Performance Management
• Talent Management
• Leadership & Career Management
• Facilitation of disciplinary hearings, grievances, and appeal hearings

HR Partner

• Ensure successful delivery in context of rapidly changing ICT environment
• Manage Youth segment strategies Operating companies
• Drive growth through business intelligence and standardization to maximize business impact
• Manage customer expectations
• Enhance MTN position as a leading network and system provider
• Conduct a comprehensive review of existing youth propositions across MTN’s operating companies
• Lead the design and rollout of a simplified, sharper youth value proposition
• Collaborate with cross-functional teams to integrate insights, product innovation, and competitive intelligence into a cohesive youth strategy
• Champion youth engagement through digital channels, social platforms, and experiential marketing

Senior Manager – Youth Segment

• Execute the Business Unit or Region HR frontline implementation, enablement and delivery of the people agenda.
• Provide input in tactical meetings when required.
• Provide inputs into the business / function unit or Region transformation initiatives when required.
• Provide inputs into the risk mitigation and controls.
• Prepare documentation required for sign-off / making decisions regarding tactical changes.
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact.
• Provide solutions to escalations that have multiple processes/functions impact on critical path of service delivery within the delegations of authority framework.
• Ensure execution in alignment with divisional or Regional strategy.
• Provide input into SLA approval and exception performance review.
• Report on a regular basis to reporting manager relating to progress made within business / function unit or Region and in accordance with the measurement metrics set by the organisation.
• Localize and implement the people strategy and agenda relating to Organization Design, Workforce Planning and Analytics, Performance Management, Talent Management, Leadership & Career Management.

• Provide effective leadership, advise and consultation to the OpCo on matters of forensics
• Establish a competent Forensics function to service the OpCo assurance requirements in consultation with Group Forensics
• Ensure utilisation of the Group mandated GRC tools and systems and source ancillary supplementary tools as needed
• Adhere to Group escalation and incident management principles regarding forensic findings
• Adhere to management reporting requirements to OpCo management, OpCo Risk Committee and Group Forensic function
• Review complaints, concerns, or questions relative to forensic issues and provide consultative leadership and support
• Lead and manage forensic investigations into allegations of fraud, corruption, and misconduct
• Collect, analyze, and preserve evidence in accordance with legal and ethical standards
• Prepare detailed investigation reports with findings, conclusions, and recommendations
• Conduct fraud risk assessments and develop mitigation strategies
• Monitor and report on fraud trends and emerging risks
• Collaborate with internal stakeholders to strengthen anti-fraud controls
• Ensure adherence to MTN Group’s forensic and ethics policies
• Support the implementation of whistleblower mechanisms and ethics programs
• Liaise with legal, HR, and compliance teams on disciplinary or legal actions
• Perform other tasks and duties as assigned

Manager, Internal Audit and Forensic Services

Marketing

• Cooperate closely with Segment value proposition GTM and experience, Segment Customer value management, Brand & Comms, Customer services, IS and NW
• Identify and develop products and services for the Consumer segment to generate revenue and differentiate offerings
• Create, evaluate and put up new products for approval and set up associated processes for product launches
• Align operational targets to business strategy and consider long-term implications
• Drive best practice, continuous improvement and innovation at process and procedure level within the portfolio
• Construct and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals
• Identify and exploit new opportunities to grow the business and manage resources (people, finances and products)
• Track and analyze revenue performance of products and review costing methodology
• Develop product descriptions, product policies, presentation materials and conduct product training to sales
• Develop pre-sales and post-sales processes and ensure customer needs are satisfied through appropriate systems and procedures
• Put contingency plans in place to prevent delays and enhance customer experience
• Initiate change to continually improve all aspects of service delivery

Manager – P and S Implementation, IT Enablement, Marketing

Compliance

• Compile, maintain and update a legal and regulatory universe for the company
• Identify, prioritize and assess all the applicable legal and regulatory requirements
• Define detailed Compliance Risk Management Plans (CRMP) for material obligations and conduct monitoring
• Test and ensure effectiveness and adequacy of controls supporting compliance to laws and regulations
• Proactively identify gaps or areas of non-compliance and work with business to close them
• Develop a privacy program as per Regulatory and Group requirements
• Hold business units accountable for implementing effective compliance strategies
• Provide input into regulations, legislative framework and assess impact on MTN’s business
• Assist Business Units with compliance training material, delivery method and assessments
• Provide second-level assurance by monitoring new or changed laws and updating requirements
• Act as subject matter expert on laws and regulations and advise Business Units
• Support regulatory engagement with authorities by providing statistics and reports
• Monitor compliance through an effective compliance program and link between internal audit and first line functions
• Monitor financial performance of the legal and Regulatory Compliance unit versus budgets
• Implement standards for testing methodologies, techniques and procedures and conduct quality assurance

Manager, Risk and Compliance

Analyst

• Promote fraud awareness across MTNC
• Assist in the investigation and resolution of fraud incidents and allegations of corruption and breaches in conformance with documented policies and procedures
• Liaise with several Law Enforcement Agencies on investigations of frauds
• Data mining / information gathering to support investigations
• Advise internal stakeholders on Government regulations and anti-fraud standards
• Develop periodic reports on fraud incidents, investigations and outcomes for the Forensic Manager and other stakeholders
• Plan, perform, analyze and report on outcomes of investigations in line with company procedures and guidelines
• Carry out research on fraud detection and prevention as requested
• Assist in recommending systems and process improvements based on investigation outcomes
• Provide constant feedback to internal stakeholders through the Forensic Investigations Manager on reported incidences requiring investigation
• Log all reported and discovered breach incidences in the forensic investigations case register
• Receive incident prompts from a wide variety of sources

Analyst – Internal Audit and Forensics

Financial Planning and Analysis

• Ensure alignment between the business unit and Finance to manage line of business expectations
• Bring financial insight and challenge to business strategy, planning and budgeting
• Proactively participate and provide inputs for financial planning, budgeting, and control process
• Validate if financial planning and budgeting of the OpCo is in line with strategic plans, initiatives, and policies of the OpCo and the Group
• Review Financial Reports for accuracy and validate adherence to MTN and regulatory requirement
• Communicate and ensure adherence to all standards, statutory policies, procedures, and guidelines pertaining to Finance and Tax
• Provide input to enterprise-wide and divisional transformation initiatives
• Ensure approval on new initiatives and constantly engage the business to achieve set goals
• Review and finalise objectives, targets, and budgets for Corporate Performance Management
• Hold strategic and tactical meetings, ensure relevant participation, and provide guidance and support in the various discussions
• Periodically participate in operational review meetings
• Evaluate areas of improvement across people, process, and technology
• Gather and compile economic intelligence through networks to create competitive advantage and enhance shareholder value
• Prepare and update Line and Business heads with key analytics to enable decision making
• Identify and assess risks within the business and assist in development and implementation of mitigation plans
• Act as the finance resource dedicated to Commercial; ensure all Commercial inputs (OpEx, Headcounts and other Non-Financial drivers) are accurate and properly reported
• Ensure daily tracking of Commercial main drivers and contracts (actual vs budget) through dashboards
• Conduct post evaluation analysis of approved business cases
• Assist divisions in monitoring budget execution (PR, PO, Receipting, accruals, analysis)
• Provide support on planning, budgeting and forecasting process for the LoB
• Provide insights and challenge processes to ensure business plans are commercially robust from initiation

Senior Specialist – Finance Business Partnering

Site Reliability Engineer

• Achieve measurable improvements in system uptime and performance by implementing robust reliability engineering practices and leading incident prevention initiatives.
• Reduce Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) through streamlined incident response protocols and team readiness.
• Build, lead, and develop a skilled team of Customer Reliability Engineers with a strong focus on ownership, collaboration, and continuous learning.
• Ensure that reliability is embedded into service design, development, deployment, and operations by partnering with engineering, product, and operations teams.
• Deliver clear and actionable reporting on reliability metrics to support leadership decision-making and continuous improvement.
• Align reliability goals with customer expectations by addressing root causes of service degradation and championing seamless user experiences.
• Identify and address potential reliability risks before they impact customers by implementing observability tools, runbooks, and automated responses.
• Drive reliability improvements that reduce operational costs by eliminating manual processes, optimizing resource usage, and reducing reactive work.
• Oversee timely incident response, root cause analysis, and implementation of long-term fixes to prevent recurring issues and improve service resilience.
• Work closely with software engineering, DevOps, product, and support teams to embed reliability into the end-to-end service lifecycle.
• Ensure effective monitoring systems, dashboards, and alerts are in place to detect, respond to, and analyze system performance and failures.
• Define and drive the implementation of a reliability roadmap aligned with business objectives, system scalability, and customer needs.
• Translate system performance into customer impact metrics (e.g., NPS, downtime minutes) and continuously enhance the end-user experience.
• Track and report on key reliability metrics such as uptime, latency, error rates, and incident frequency to support transparency and data-driven decisions.
• Proactively identify technical and operational risks, ensuring mitigation strategies are in place and aligned with compliance standards.
• Foster a culture of experimentation and improvement by exploring automation, new tools, and process enhancements to strengthen reliability practices.

Partner – Customer Support, Digital Channels, Fixed Broadband

Account Manager

Manager – Employee Relations

Manager – Commercial Legal, Corporate Services

Manager – Litigation, Corporate Services

HR Partner

Senior Manager – Youth Segment

HR Partner

Manager, Internal Audit and Forensic Services

Manager – P and S Implementation, IT Enablement, Marketing

Manager, Risk and Compliance

Analyst – Internal Audit and Forensics

Senior Specialist – Finance Business Partnering

Manager, Customer Reliability Engineering