MTN Uganda has today welcomed a new General manager Mobile financial services, Mr. Stephen Mutana. Having worked with customer operations teams across 21 countries where MTN Group actively operates, Mutana returned to Uganda earlier this year and has been appointed the new MTN Uganda Head of Mobile Financial Services.
With the new appointment, Mutana joins the telco’s 16-member leadership team that guides the company’s overall operations in Uganda. In his former role as MTN Group’s General Manager Customer Experience, Mutana ensured that MTN Group offered the best customer experiences in its 21 active markets.
Other senior management roles he has been through include: MTN Group General Manager Customer Experience, MTN Uganda General Manager Customer Operations, MTN Uganda Senior Manager Strategy and Planning, then MTN Uganda Quality Assurance Manager.
Prior to joining the telecommunications industry, Mutana previously worked with Unilever as a Brand and Factory Manager after graduating with a second class upper degree in Bio-Chemistry from Makerere University, a Masters of Business Administration (Finance) at the University of Leeds, and several leadership certifications.
During his tenure at MTN Group, the largest Customer and Enterprise evaluation study known as the Net Promoter Score and Customer Satisfaction was launched across Africa and the Middle East.
He also revamped the MTN Global customer journey resolution program for several areas including: PIN reset, SIM Swap, and data bundle purchase to drive customer experiences and support growth.
For the startup ecosystem, MTN under Mutana’s leadership will continue to leverage the MTN Open API Platform to improve accessibility to attract vast development of payment and collection services.
In the medium term, Mutana intends to sustainably engage regulators and key stakeholders on the opportunities, and challenges facing the local Fintech industry to deliver customer-driven innovations.
Fintech is a highly innovative, disruptive, and transformative industry that requires a deliberate balanced approach to risks and returns. So, with a new Financial services lead, the Fintech Industry could thrive higher given the positive impact already achieved by Mobile Money services largely attributed to an enabling regulatory environment even with bearish tax levies in-sight.