General Manager - Revenue Assurance and Fraud Management Finance at MTN

Mission/Core purpose of the Job

• To provide stewardship of MTN South Africa’s performance in the organization-wide management of revenue leakage risk, and future design and implementation of a revenue responsible organization, commercial framework and technology landscape.
• The role integrates assurance and risk management disciplines into an overall proactive data-centric assurance discipline, with the goal of continuously protecting and improving financial integrity, while also enhancing business value and customer experience, strengthening the Second level of Defense. Ensures access to cross-domain data sources and cross domain analytics knowledge.
• The role encompasses both Revenue Assurance and Business Assurance. Business Assurance is a level up from Revenue Assurance as it addresses not only revenues but also experiences, products, partners, and other factors that are a part of the value chain. Revenue Assurance addresses the operational aspect and is normally expected to offer a solution to a known issue. Business Assurance, on the other hand, focuses on the control aspect and isn’t directly involved in operational activities.
• Business assurance is the solution which allows organizations to adequately address challenges by implementing a flexible and effective control framework with real time monitoring capabilities.

Context (Global influences, environmental / industry demands, organisational mission etc.)

• Highly dynamic and fluctuating Telecommunications industry
• Highly competitive market with new and established competitors
• Fast moving industry
• Legislative changes
• Changes in the global GSM and ICT market affects developments in future revenue environments
• Interdependency of systems and the need to understand other systems
• Changes in the business, will impact on the business plan, processes and reporting
• High cross-functional dependency to deliver timeously
• Oversight of service revenues of R40bn, cost of sales R20bn and leakage risk of R3bn.
• An operating environment that has an assessed inherent risk more than double the industry average (>7% of revenues)
• A level of Revenue Assurance capability that is lower, by 33%, than the benchmarked industry average.
• A highly skilled and multicultural environment.
• Convergence in markets and emerging adjacent revenue streams requiring complex interpretation and structuring.
• Dynamic legal and regulatory environment.
• A fast evolving industry risk environment with a material threat of cyber-crime to MTN’s future strategy and performance.
• Increased competition, slowing organic growth and increased emphasis on improved effectiveness.
• Evolving industry sector constantly presenting new challenges and opportunities to the core business.
• More prescriptive Corporate Governance requirements in line with IFRS and King III.
• A transformative environment within MTN SA that increases the risk of failure and inefficiency in the short to medium term.
• A financial performance environment characterised by slower revenue and profitability growth.
• An executive and governance environment with high expectations for transformation and improvement across the business.
• A diverse and complex operating company environment characterised by dynamic change.
• A highly regulated operating company environment that imposes requirements for compliance.
• Low levels of competency within many operating functional areas within MTN SA, restricting the implementation of best practice.
• An impacting cross functional environment with varying, and in some cases, conflicting priorities to Revenue Assurance and Fraud.
• An operating environment with a high propensity for subscriber fraud.
• Evolution of Revenue Assurance into Business Assurance

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

RA Frameworks & Polices 

• Stakeholder Awareness & management
• Oversee management and coordination of Revenue Assurance and Fraud Management activities for various stakeholders within the MTN SA organization – including the Chief Financial Officer, Executive Committee, Audit Committee and various internal customers.
• Localise and implement Group RAFM strategy for MTN SA to effectively manage service revenues and profitability within an effective Governance Framework.
• Work with the EXCO and Finance business partners and take accountability to ensure that revenue leakage is prevented and minimised across MTN SA
• Influence the change in awareness and engagement required at all Executive levels in the South African Operating Company organizations to achieve a revenue responsible organization.
• Create partner awareness & adoption of the business assurance role
• Identify key stakeholders within SA, the broader Group and externally
• Establish and maintain effective stakeholder alignment and awareness
• Monitor subsequent application of policies and frameworks by business units
• Enable clear understanding from primary control owners of their responsibilities.
• Ensure KPIs are embedded into Business Units for control measures
• Maintain a data driven view of organisational control coverage
• Solicit continued feedback from business on performance, frameworks & procedures
• Create understanding by business of their role & responsibility where business assurance is concerned
• Maintain risk exposure awareness at senior executive level
• Establish and maintain awareness and acceptance of control framework by business units
• Deliver centralised RCA tracking
• Deliver full control assessment & heatmap
• Frameworks, Policies & Threshold management
• Control threshold aligned to emerging risk
• Ensure adequate internal controls are implemented and are functioning effectively throughout the organization, in line with Internal Financial Control requirements, to safeguard financial performance of the Group. 
• Participate in development of new business verticals, propositions and technologies – oversight of assessment and management of risks to revenue and profitability in relation to new lines of business, revenue streams, proposition, technology, contracts and service solutions.
• Design and lead the approach to MTN SA’s compliance with regulatory and audit requirements in relation to Revenue Assurance.
• Management of the Shared Service Hub’s RAFM service in relation to Revenue Assurance, ensuring the effective design and operation of internal controls, as well as identification and management of risks.
• Lead and Represent the MTN SA organization at Group and industry committees and forums. Actively participate in forums at which new standards and developments are in discussion or under consideration and assess impact on the Groups RAFM standards, reporting, policies and financial results.
• Maintain and monitor risk coverage aligned to group risk control framework and mitigating controls
• Develop a standardised business assurance framework
• Update threshold limits aligned to industry & past experience
• Maintain accurate leakage quantification*
• Define primary & secondary control thresholds
• Update risk and control framework
• Update Risk policies
• Continuously update control frameworks aligned to the evolving business environment

Execution 

• Monitoring & Action Planning
• Define the business unit controls that need to be in place across the MTN SA organisation to minimise revenue leakage
• Design control effectiveness monitoring tools or processes across the MTN SA organisation to minimise revenue leakage
• Influence decision-making in relation to partner and vendor selection, deployment and management to ensure the safeguarding of service revenues and profits.
• Deliver improved competencies and business unit specialism within MTN SA in the management of risk relating to service revenues and profitability.

Monitor residual risk

• Conduct revenue leakage action planning
• Develop and maintain escalation matrix
• Monitor Secondary controls
• Agree action plans on unmitigated risk.
• Conduct root cause analysis & resolution
• Maintain incident escalation aligned to MTN group standards
• Deliver accurate leakage quantification*

Primary & Secondary Control management

• Deliver improved and efficient control performance 
• Maintain a view of control failures through monitoring of preventative control
• Set Primary & Secondary control thresholds
• Review Primary & Secondary controls for efficiency & effectiveness
• Monitor view of Business Unit control coverage
• Implement mitigating controls
• Deliver automated control coverage

Risk Identification & Resolution

• Classify and resolve revenue leakage risk
• Proactively identify potential revenue leakage risk
• Proactively identify emerging risks
• Deliver automated revenue leakage risk identification
• Reporting & Analytics
• Analysis & Insights
• Provide decision support in relation to the risk and performance of the South African Operating Company in relation to Revenue Assurance at various governance forums, including Exco, Audit Committee and stakeholder forums.
• Provide insights to business based on end-to-end process knowledge
• Support improved financial performance & future benefits
• Provide Business decision support aligned to updated data insights
• Monitor forecasts from predictive analysis
• Promote Proactivity, Innovation, Insights  

Reporting

• Support and comply with Group RAFM reporting standards to ensure risk and performance information is standardized, aligned, and consistent with industry set standards and best practise.
• Manage the MTN SA RAFM business planning, budgeting and quarterly forecast process.  This includes the setting and managing of resourcing, investment and target setting. 
• Provide proactive Revenue leakage mitigation reporting
• Deliver automated reporting on incident management including root cause analysis
• Report on averted losses and failed mitigations
• Provide Primary & Secondary control assessment reporting
• Provide stakeholder & executive reporting

Data & technology

• Identify and augment existing technology and automation solutions on an ongoing basis to enhance technology enabled RAFM processes and disciplines
• Manage data quality aligned to BICC standards
• Provide system application management & Incident management
• Implement and manage the local RAFM technology infrastructure that supports reconciliation, re-performance, testing, reporting, incident management and knowledge management.

People Leadership and Organisational Capability Building

• Lead a process of continuously enhancing RAFM performance delivery through attention to transforming skills, ways of work and culture
• Define the organization structure, size and competencies
• Recruit senior management team for MTN SA RAFM
• Set and manage KPIs and milestones to achieve strategy
• Support competency development through active learning plans and pathways and succession planning
• Provide ongoing training development and coaching to team members to build the overall capability of the function
• Apply best team management practices throughout assigned projects and as required.
• Guide and enable the upskilling of the team throughout assigned projects.
• Act as an ambassador and role model for FInance by living the brand values and vital behaviours.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability, and consequence management.

Business Assurance Responsibilities

• Enable evolution of mindset across the organization, to embrace BA’s ways of working and Drive evolution of the mindset within the RAFM environment towards BA transformation
• Empower expansion of RAFM to additional sub domains of BA, aid access to cross-domain data sources and knowledge of their analytics and create and protect the revenue of new digital and connected services
• Ensure embedding of BA across organization in order to support the decision-making processes. Shifting the focus towards revenue-based approach, in addition to the traditional risk- based approach
• Drive the evolution of RAFM systems to support the business assurance objectives and Incorporation of digital technologies into business processes within and beyond traditional RAFM environment
• Empower BA’s trust across customers, functional stakeholders, internal platforms and external platforms, through assurance on data integrity and platform connectivity
• Assure profit and margin maximization by providing value chain insights and Focus transformation from ARPU (Average revenue per user) to AMPU (Average margin per user)
• Assess and incorporate technology enables for Business Assurance including (but not limited to) AI-ML, Block Chain and RPA techniques across Big Data, IOT and Cloud Technology

Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating, and influencing others. ‘

Creativities (improvement/innovation inherent)

• Experience of organizational transformation projects and initiatives
• Capability in implementation of organizational structure, processes and systems in a diverse operating company environment
• Work with external suppliers to support effective Business Assurance operations
• Development of resource capabilities from a limited gene pool of skills
• Continuous innovation and creativity on revenue assurance strategies to protect organisational value
• Fostering and development of a continuous improvement environment with active participation and leadership from operating entities
• Development of cross functional relationships that can be used to embed revenue responsibly cultures in organizations
• Development and dissemination of group-wide communication strategies that can improve awareness and influence.

Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision

• Work across functional verticals in the MTN organisation
• Working knowledge and understanding of the primary controls and corresponding risk management across a telecom operator’s business functions
• Working knowledge of OSS and BSS elements across the telecom value chain
• Ability and experience of managing system transitions and tool migrations and deployment
• An understanding of Revenue Assurance across organizational silo’s
• Gain commitment / buy-in from executive stakeholders
• Knowledge and experience of Telecom RAFM tools and technologies along with the ability to utilise automation systems for Revenue Assurance
• Alignment of strategy with MTN Group for MTN SA operating company requires insight into direction and performance
• Research of new developments in the Revenue Assurance arena and ways MTN can implement these to achieve Best Practice
• Development of a competent organization requires strong organizational awareness and skills development capabilities
• Influencing of various stakeholders at an executive level requires insight into departmental priorities and techniques to garner support and engagement
• RAFM awareness improvement requires strong communication ability and consideration of how to create a simple and understandable message that can support the awareness objective
• Being able to create engagement and support in a cross functional environment with differing priorities requires strong influencing skills
• Ability and experience of leading a team of more than 15 to 20 professionals

Key Metrics

• Proactive Impact Monitoring
• Eliminate Revenue Leakage
• Maximize Margin across all business units
• Business Insights based actions
• Assurance of Digital Transformation
• Continuous Maturity Improvement
• Build Strong Community and utilize new opportunities
• Value Protection
• Customer Experience

Independent thought and Judgment:

• Alignment of strategy with MTN Group for MTN SA operating company requires insight into direction and performance
• Research of new developments in the Revenue Assurance and Business Assurance arena and ways MTN can implement these to achieve Best Practice
• Development of a competent organization requires strong organizational awareness and skills development capabilities
• Influencing of various stakeholders at an executive level requires insight into departmental priorities and techniques to garner support and engagement
• RAFM awareness improvement requires strong communication ability and consideration of how to create a simple and understandable message that can support the awareness objective
• Being able to create engagement and support in a cross functional environment with differing priorities requires strong influencing skills

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum of 4-year tertiary qualification and Honors / Masters advantageous
• Post Graduate Qualification –Actuarial sciences/CISA/CISM/CRISK/ MBA/CA.SA/
• Experience in Risk, Contriols, Technology, Data and Analytics

Experience:

• At least 12 to 15 years of leading a Revenue Assurance and or Fraud Management organization in a Tier 1 telecommunications company or similar industry
• At least 8 to 10 years in relevant sector/ industry relevant role/ similar industry
• Experience working in a global/multinational enterprise with experience working in emerging markets
• Worked across diverse cultures and geographies
• Proven track record of business transformation ownership and delivery
• Risk management techniques
• Customer Centric
• Digital Business
• Transforming Value Chains
• Leakage detection and prevention
• Revenue Recovery

Training:

• Knowledge of Governance Legislation and regulations – King/Sarbanes Oxley/IFRS
• Telecommunications technology
• Audit training
• MTN Behaviours

Head - Big Picture Focus (25)

• Strategy Formulators - Formulates divisional strategies aligned to overarching strategies for execution
• Decisive Problem Solver -  Has the mental agility to understand complex business challenges and provide effective solutions through effective influencing
• Innovative Value Creator - Creates an environment for commercial and enterprise innovation to maximize business impact

Heart – Emotionally Intelligent (35)

• Culture and Change Champion -  Drives ethical business practices by holding others accountable for demonstrating the MTN values and vital behaviours 
• Inspiring People Leader -  Is self-aware and leads/coach’s others to develop capabilities for realising individual potential
• Relationship Builder –  Collaborates across teams and builds networks and relationships with internal and external stakeholders

Hands – Results Focused (30)

• Results Achiever -  Produces sustainable enterprise results through ethical practices
• Operationally Astute - Plans, organizes and sets controls in place for delivery of strategies                

Authorities
As per MTN SA delegation of authority guide

Collaboration (Formal and Informal Relationships)
Responsibility towards: 

• Direct reports: SM: BA Frameworks & Policies; SM: Fraud Prevention Assurance; SM: Business Assurance Partner(s); SM/ Manager: Reporting Analysis & Technology
• Key customers: SA Executives, GMs Finance Business Partners, GMs of all functional departments in MTN SA
• Key suppliers: SA Executives, GMs of all functional departments in MTN SA
• Relations, etc.: Group RAFM, MTN SA Audit Committee, SA Exco, SA CFO, Auditors, BRM, OPCO’s in MTN Group