Officer - CX Risk and Compliance.Commercial Operations SA at MTN

JOB DESCRIPTION

• The core purpose of the role is to ensure the effective development, implementation and review of compliance policies, procedures and standards and monitoring of the quality of these within the Customer Services and Operations Department. The role also requires accurate reporting and submission of compliance and risk reports and statistics as defined by the MTN Risk & Compliance, Internal Audit, Regulatory and Legal departments. The role further ensures that CXO employees complete mandatory trainings.

RESPONSIBILITIES
Compliance Assurance

• Monitor processes, procedures, controls, and their consistency throughout the CSO department to ensure risk is minimized with
• out compromising service quality
• Advise and/or escalate to relevant stakeholders on required remedial action to ensure compliance with PPP’s
• Advise line management on potential risks, penalties and revenue loss at process and procedure level
• Collaborates with other departments to direct compliance issues for appropriate resolutions to minimize risks and identify trend s
• Monitor compliance to the ISO standards (9000 and 14000 series) advising line and senior management on areas of non compliance a nd how to address it
• Monitor compliance to all relevant statutory laws and regulations (RICA, FAIS, FICA, NCA, NNCA, ECA, PoPIA etc.)
• Assist with the updating of internal Service Level Agreements (SLA’s) and monitor compliance to the SLA’s
• Perform compliance reviews/audits at scheduled intervals and as required Risk Management
• Conduct periodic risk reviews/assessments and utilise in compiling internal risk registers
• Review risks identified for feedback to line manager
• Collaborate with support departments and Business Units (TQMC, CIP, QA, MTN SP Fraud, etc.) to minimize risks and identify trends Supervise audits
• Assist with the audits in fielding or referring questions and requests from the auditors (internal and external) including the follow up and resolution of findings
• Follow up on weaknesses identified by the auditors and ensure that they are implemented and for continuous improvement purposes

Reporting Function

• Analyse and report on all anomalies, deviations, and variances on the required periodic cycle (daily, weekly, monthly, and quarterly)
• Develop and Maintain detailed Risk & Compliance Reports

Review and Support

• Provide support to the Operational Model and Procedural Compliance Manager in terms of implementing the framework and strategy
• Assist the Business Data Steward as required with regards to reviews and analysis of data quality and cleanliness reports
• Document control and review
• Obtain, design and document business solutions (process, system, and measurements) that meet current and future user requirement s
• Maintain standards of document control and review
• Provide input into the drafting and reviewing of PPPs in line with MTN SA standards

Research and Development

• Conduct research to stay abreast with telecommunications Compliance and Regulatory standards and applicable Acts
• Research on new developments in the telco industry
• Research on new developments in customer experience\

Key Activities & Responsibilities
Research and Development

• Conduct research to stay abreast with telecommunications Compliance and Regulatory standards and applicable Acts
• Research on new developments in the telco industry
• Research on new developments in customer experience
• Budget Management
• Ensure adherence to budgets
• Drive efficiencies that will result in cost savings Projects
• Manage allocated projects in an efficient manner to deliver the desired results
• Manage project teams to achieve team dynamics that will deliver successful projects
• Identify projects required for improving compliance and manage risks within the department and across the business

QUALIFICATIONS

• Minimum 3 year Degree/Diploma in business management, accounting/finance, auditing or related field
• Certification in compliance/ risk management/internal auditing
• Minimum of 3 years’ experience in a compliance and or risk management function
• Experience in working in a cross functional team
• Experience in reporting to senior management
• Experience working in a medium sized organisation
• Experience in analysing and implementing new Acts and Standards
• Experience in the implementation of Business Continuity Management measures