🏢 About the Company
AT is a forward-thinking telecom and IT service provider in Ghana. We are passionate about delivering superior customer experiences while empowering our teams to lead with simplicity, transparency, and relevance. Join us in shaping a connected future that works for everyone.
🧠 Role Summary
We’re on the lookout for a high-impact Business Operations and Process Lead to join our Customer Experience Department. You’ll report to the Head of Customer Engagement and play a crucial role in refining B2B customer journeys, improving onboarding, and enhancing customer satisfaction metrics like CNPS. If you thrive on streamlining systems, aligning service delivery with sales, and leading dynamic teams, this is your calling.
🎯 Key Responsibilities
- Drive end-to-end service delivery for all sales, from forecasting to customer fulfillment.
- Design and execute B2B operational strategies that improve post-sales support.
- Manage SLAs, ensure accurate provisioning of requests, and support MNP implementations.
- Enhance billing accuracy and liaise with stakeholders for efficient account management.
- Lead analysis of sales trends and stock movement for strategic decision-making.
- Support Sales Teams with accurate documentation and timely service execution.
- Develop policies that promote B2B customer intimacy and service excellence.
- Ensure compliance with KYC, SLA adherence, and efficient document management.
- Mentor and lead an effective customer operations team with clear KPIs and growth paths.
📊 KPIs You’ll Own
- Customer Net Promoter Score (NPS)
- Revenue and account retention metrics
- Operational and service delivery efficiency
- Timeliness and quality of strategic reports
🎓 Qualifications & Experience
- University degree in Business or a related field
- 3–5 years in enterprise operations, preferably telecoms or IT managed services
- Experience leading teams in fast-changing or restructuring environments
- Strong coordination and process leadership skills
🧩 Core Competencies
- Track record in B2B customer operations excellence
- Outstanding analytical, documentation, and reporting capabilities
- Excellent communication and team-building abilities
- Strong planning and stakeholder engagement skills
💼 Location
Accra, Ghana
📩 How to Apply
Submit your CV and application to [email protected]. Kindly include the job title Business Operations and Process Lead in the email subject line.
⏳ Closing Date
22nd May, 2025
✨ Why Join AT?
We offer a vibrant work environment that fosters growth, innovation, and a culture built on Simplicity, Transparency, and Relevance. Step into a career that challenges and empowers you.
