General Manager - Customer Operations.Group Commercial Office

he GM: Home Customer Operations Lead is responsible for steering the Group’s home broadband service delivery and CX strategy, ensuring alignment with organizational objectives. The role will ensure seamless delivery of home services and exceptional customer experiences leading to consistent, high-quality service from order to activation, usage, and support.

The incumbent will be responsible for designing and implementing end-to-end customer journeys that align with desired business practices to drive operational excellence. They will define and embed scalable operational frameworks and KPIs that elevate the customer experience across all touchpoints. The incumbent will also be responsible for defining operational processes for installations, customer support, and issue resolution to ensure a seamless customer experience.

The GM will also focus on enhancing customer experience by developing and implementing innovative customer-centric strategies that drive satisfaction and loyalty.