Manager- TCOE Customer Project Management ICT COE at MTN

JOB DESCRIPTION

• To continuously improve the processes and operations that allow the Client Services teams to deliver MTN Business solutions and products to clients in line with the target costs, KPIs and defined SLAs This role will also be responsible for continuously improving the cost-to-serve and cost-to-assure though demand analysis, vendor performance analysis and process optimization. The  role will be responsible for on-boarding fixed and mobile clients, managing credit risk and ensuring quality controls are in place across all processes whilst adhering to regulatory and financial regulatory requirements,

RESPONSIBILITIES

Task Complexity:

Operational Planning

• Working with client operations teams (project managers and engineers), process and system owners, solution vendors and Product teams, 
• Responsible for analysing existing tools, processes, people and vendors to ensure the optimal capabilities in MTN are available to meet the desired SLAs and target cost-to-install.  
• Give input into implementation and co-ordinate solutions with vendors and internal training material and/or overview presentations. 
• Work closely with the process owners to ensure any potential solutions are given the correct priority. 
• Responsible for ensuring that any solution provided adheres to compliance of corporate Risk and Compliance requirements. 
• Required to manage multiple Business implementations at any one time whilst ensuring deadlines are adhered to.
• Consider the current, medium and long term (1-2 years) implications of decisions/outcome from vetting operations.
• Plan and conduct review of the credit extended to customers in periodic intervals

Service installation and solution implementation

• Ensure correct Project management methodology and processes are adhered to  (incl. training)
• Ensure correct Vendor delivery processes are in place 
• Responsible for Service inventory forecasts

Optimize the cost effectiveness of the planning function:

• Revise the processes related to Project Management, Pre-sales-to-Order Entry and implementation management
• Ensure projects are delivered timeously and according to forecasted costing.
• Review processes and changes needed into system

Drive defined profitable Growth 

• Ensure all customer projects are completed within agreed time, cost and quality objectives
• Drive client retention through effective service delivery
• Ensure delivery against agreed SLAs
• Set up internal and external tracking and monitoring of service, quality, cost control and timeliness and reporting on all KPIs

Operational Readiness/Support

• Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live. The scope of this work includes integration with testing, cutover, contingency execution, go-live decision assessment and overall operational readiness evaluation. 
• Ensure that operational readiness scope is in alignment with the strategic direction of Company. 
• Develop the Operational Readiness Framework and Methodology in alignment with Company Program Plan. 
• Develop a detailed implementation plan of the Operational Readiness development, testing and execution in alignment with the Company Program. 
• Monitoring project risks and execution of contingencies as they are initiated. 
• Work closely with up to eight independent functions / departments to develop and evaluate operational readiness. 
• Develop metrics and measures to feed to overall project go-live readiness decision. 
• Establish a list of measureable critical success factors for the Operational Readiness execution. 
• Manage the resources associated with this investment against ROI. 
• Coordinate the milestones and priorities of project teams within all phases of the program lifecycle. 
• Design, develop and execute the central overall Operational Readiness Checklist. 
• Manage and report on the project schedule, including updating of the project plan.

Ensuring a culture of Operational Excellence

• Ensure accurate and timely business and performance reporting process
• Ensure appropriate business predictability across all client projects
• Ensure the right client service organisation structure to enable better client experience
• Ensure the right client service processes and procedures across the business
• Ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
• Continuously develop and recommend client service models to align the business performance
• Ensure that a process is in place for seamless handover between all divisions and client service
• Ensure effective vetting operations  systems and process aligned to corporate service level targets for all business channel’s customers
• Define predictive models to assess probability of default and measure propensity for payment for the applicable channels
• Design and Implementation and management of effective scorecard for all SME and business customers which is in line with overall MTN RA strategy for business operations.
• Develop and produce a Risk Matrix on existing customers and review guarantee requirements at consistent periodic intervals.
• Quality assurance of CNSA’s, ensuring discount structures; connection incentives and guarantees are in accordance with Sales proposals.
• Provide necessary operational support to the business channels in preparation and finalization of Tender documents.
• Develop and implement proper control mechanisms for handling and maintenance of retained customer resources (i.e. Guarantee, CI etc) and ensure that they are in line with company guidelines.

Ensuring appropriate Governance and Control measures 

• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Implement proper controls and processes to minimise revenue leakage
• Ensure proper project controls are in place to manage financial and operational risks across the business 
• Appropriate implementation of DoA
• Continuous improvement of efficiency and effectiveness of vetting operations.

Process Management

• Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
• Understand the ITSM landscape of the Customer (internal) and understand In-scope ITIL / eTOM processes to be designed and implemented
• Provide ITIL and eTom best practice consulting at a strategic, design, and operational  level for the Customer’s environment
• Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors

Quality Compliance

• Manage quality compliance by identifying quality requirements; disseminating standards, policies, and procedures; analyzing audits and other quality data; recommending and implementing process improvement plans.
• Must understand data-collection analytics, problem solving, and metric reporting to build a sustainable quality process
• Identify best practices and optimize the use of quality tools to provide superior quality.

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk and issue management

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation 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

Supervisory / Leadership / Managerial Complexity: 

• Deploy and redeploy resources to get the work done
• Build and enforce a customer centric approach 
• Employee relations and collaborative teamwork 
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively
• Have the self insight and flexibility to adapt to different situations
• Manage boundaries that separate units in order to optimise workflow
• Living the MTN Brand – changing and influence employees behaviour 
• Lead, develop and coach the Client Service team
• Manage a team in covering all fulfilment and order management tasks. 
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Make MTN business Client Service environment the best place to work
• Improve the employee engagement through the GCA
• Ensure the attraction, development and retention of Client Service and Project Management talent
• Build a professional and differentiated Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Role Dependencies: 

• Willingness to contribute and add value across other business segments
• Work closely with IS in ensuring platform integration
• Work closely with Billing department to ensure project implementation results in close out and correct billing
• Work closely with Distribution to ensure adequate stock levels
• Contact Centre collaboration to ensure SLA’s between departments, where applicable, are met. 

QUALIFICATIONS

Education:

• Relevant 3 Year Degree/ Diploma in Commerce, Project Management or IT (e.g. B Comm/BSc/National Diploma/BTech)

Experience:

• Minimum 5 Years Operational experience (in Marketing/ Retail/ Call Centre/ Commercial)
• At least 5 years’ experience in leading retail and service operations in the ICT, mobile and/or in retail-intensive B2B/ B2C industries
• A strong demonstrable background in developing and executing exceptional customer service strategies.
• Minimum of 5 years’ experience in area of specialisation; with experience in supervising/managing others and managing 3rd party relationships.
• Experience working in a medium to large organization 

Training:

• Products and Services
• Systems training
• Computer training
• Telecommunications markets training – fixed and mobile
• Project management
• Presentation skills
• Communication and Negotiation skills
• Regulatory requirements
• Business Analysis