Manager - Chat and NoFunds.Commercial Operations SA at MTN

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPAs)

MTN Chat and Web Recharges Planning and Development

• Develop, manage and ensure execution of strategic roadmap that achieves growth, user engagement and monetization
• Collaborate with cross-functional teams across the company (including technology, UX and design, development, testing, analytics and product marketing
• Engage with various parts of the business via Enterprise, prepaid, postpaid, online, CVM to drive the introduction of new features based on data and customer research to enable the business
• Communicate both strategic vision and tactical roadmaps to key stakeholders
• Track and measure the success of each feature in terms of conversion and ROI
•  Conceptualize and launch new product features with clear go to market plans
• Use market and competitive analysis, business goals, and technology capabilities to assess opportunities
• Work with other channel owners to understand what features are being employed on which channels and how the journeys are being done

Customer Experience

• Bring customer experience into every decision supported by data and user feedback
• Develop the App growth strategy and adoption – while working closely with other online channel owners
• Assist with the migration of customers from traditional physical engagements and older self-service channels onto the App.
• Contribute to revenue growth, cost savings and self service
• Continuous monitoring of performance 
• Build very close relationships with Retail and Call Centre teams to ensure customer education and support
• Work with CBU and EBU product teams to ensure the App is always included in future product plans, ensure we deliver on their requirements.
• Remove operational and execution barriers wherever possible

Project Management 

• Work alongside the Project Management office to ensure project plans are executed ensuring compliance with agreed standards and timelines
• Track and monitor project progress and completion
• Provide regular reports on projects 
• Identify and ensure management of Risks, working with fraud, compliance and regulatory teams.

Business Analysis 

• Perform MTN SA Business Analysis in line with the methodology and guidelines
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyze and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and optimization opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Governance 
Operational meetings

• Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work and progress made (bi-weekly / weekly)
• Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly Round Up Forum to facilitate decision making
• Participate in any other cross-functional operational meetings

Escalations

• Resolve escalations that have significant impact on delivery for MTN Chat and No Funds
• Advise management of issues that will result in significant time, scope, employee/customer or cost impacts, if not resolved
• Contribute towards providing recommendations to issues to remain compliant with framework of operation

Performance

• Establish the correct performance metrics and KPI’s and track performance against BRIGHT Strategy targets
• Develop trigger response to deviations from KPI’s to self-correct and remain on track

Insight and Measurements

• Monitors & tracks the following in respect of MTN Chat and No Funds 
• Adoption and Usage
• Revenue growth and Cost Savings
• Customer Satisfaction (TNPS)
• Active users
• Self-service usage

Report Generation

• Using data to generate insights, help with prioritization of the roadmap and areas of focus
• Contribute to the production and submission of reports to facilitate decision making
• Provide detailed progress reports both at sub-functional and functional level
• Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others 
• Recruit, develop and retain people with the required skills, qualifications and potential 
• Performance management and identification of training needs 
• Contribute toward a customer centric culture
• Contribute toward a culture of innovation and agility
• Build talent by identifying and developing new leaders for the respective environment 
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinate 
• Build professionalism, loyalty and commitment to the organization 
• Communicate actively and effectively resolving any potential conflicts that may arise 
• Living the MTN Brand – influence employee’s behaviour  

Required Skills & Capabilities

• Teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision
• Willing to think outside the box and challenge the status quo 
• Passion for Online retailing, with a strong orientation in understanding and driving customer behavior
• Knowledge of how to build the best conversational journeys using NLP
• Listen and ask questions to understand our customers’ needs and conduct user research where required
• Able to balance enabling the business with customer requirements and KPIs
• Quantitative, analytical and statistical skills for reporting writing and business case development in order to make decisions based on insights
• Strong Powerpoint, Excel and Analytics skills
• Commercial acumen
• Adaptable and flexible and bold
• Project Management and Stakeholder Management (understand decision and escalation processes)
• Ability to collaborate with peers in other business areas to jointly solve problems and innovate solutions
• Strong interpersonal skills including good written and oral communication
• Good understanding of the Digital landscape
• Technical acumen in HTML, Java and C# advantageous

Key Deliverables

• Ensure every MTN journey is exceeding world class customer experience standards
• Identification of opportunities to improve Consumers experience of MTNs products & services to achieve customer satisfaction and growth
• Contribution to continuous improvement of products and services available on the MTN Chat and No Funds recharges 
• Completion of tasks/ assignments within agreed time frames
• Development and maintenance of productive and effective networks in the online community
• Collaboration with Business Units, IT & Support areas
• Efficient and effective work delivery
• Effective building & management of relationships with internal and external business partners
• Creation of value to customers and the business
• Uses insights to make data driven decisions

Job Requirements (Education, Experience and Competencies)
Education:

• Bachelor's degree/ Diploma in Commerce (Marketing or Communication) or a related field 
• Certification in Design Thinking, Agile and Service Design would be advantageous
• HTML, Java, C# certification advantageous

Experience:

• Minimum 5 years in an e-commerce environment
• Management of direct reports
• Experience working in a medium to large organisation
• Exposure to chat and voice bots in the Retail space (advantageous)
• Knowledge of service orientated architecture
• Knowledge of different front end technologies
• Experience in building identity and access management solution (advantageous)
• Understanding of Online business and customers
• Experience in Agile delivery environment would be advantageous
• Worked across diverse cultures and geographies
• Experience in managing multiple projects, with competing resources and priorities
• Experience in Mobile Product Management would be advantageous
• Experience in creating and presenting performance reports and business cases

Behaviours and competencies (Qualified candidates for this position will therefore need to demonstrate the following):

• Head - Big Picture Focus 
• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent 

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused 

• Results Achiever - Drives team objectives and contributes to sustainability of results
• Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others