Senior Manager: Online Channels and Products at MTN

Mission:

• To develop and implement the direction of Online Channels and Products to enable their successful provision and availability in best servicing the needs of MTN customers.

Responsibilities
Strategic Planning and Development

•  Leverage the imperatives of the MTN strategy and utilise this as a foundation for driving the  direction of online channels and products
•  Define operational online channel and product roadmaps (annual and multiyear) through cross- functional consultation with the Strategy and Design teams to prescribe actionable  recommendations and customisable solutions
•  Develop baseline requirements for managing and operating each online channel and associated  product
•  Drive and deploy well-defined roadmaps across dedicated Product, Design, Development and  Analytics Teams to champion a best-in-class experience that closely aligns to customer,  behavioural and contextual uses
•  Develop, own and drive the execution of bold, innovative ideas across multichannels (i.e. Web,  Applications, USSD, Social)
•  Conceptualise and drive compelling digital experiences via agile channel execution that address  customers’ needs
•  Develop business goals and objectives and oversee the iterative alignment of the product and  channel roadmaps to contribute to a holistic customer experience
•  Engage design thinking principles in the conceptualisation of touch-optimised experiences for  the customer journey
•  Define robust frameworks for each online channel to produce desired results
•  Propose areas for review on any new and upcoming channel platforms and products that bring  innovative capabilities to MTN
•  Conceptualise service and feature introductions to grow adoption, reach and usage of channels
•  Work in conjunction with other corporate functions to assess revenue and profit potential for  all new channel and product ideas
•  Support the GM: Online in the planning, development and implementation of structures and  processes to establish the Online Channels and Products function

Strategic Implementation

• Channel Adoption and Journey Optimisation 
•  Oversee the execution of thorough research and development to fully understand channels and  products and possible barriers to entry
•  Facilitate the uptake of channel adoption among customers by utilising business intelligence to  understand the customer journey
•  Utilise research to tease out customer needs and requirements in potential Online Channel  product and service offerings
•  Work, in conjunction with the Online Strategy and Design teams, in the integration of Design and  Innovation touchpoints for channels and products
•  Understand key drivers that serve to measure the extent of traffic found on channels
•  Assist in the design and execution of innovation and adoption programmes to drive incremental  traffic across various channels 
•  Leverage the capabilities of interrelated systems such as Internet of Things (IoT), Augmented  and Virtual Reality (AR and VR) and subsets of Artificial Intelligence (i.e. machine learning)  to enable new channel platforms

Channel Management, Operations and Support

•  Deploy specific programmes for servicing customers both within and across channels (i.e. channel  segmentation across needs, purchase patterns, accessibility)
•  Manage and oversee the operational delivery, maintenance and management of all online channels  and related digital products
•  Provide direction and input for new product and channel services, features, enhancements and  experiences into the agile delivery process (i.e. research, business case development,  conceptual development)
•  Support CBU and EBU as an additional Sales and Distribution channel
•  Work, in conjunction with CEX and IS to resolve any encountered CX issues

Stakeholder Management

•  Develop partnerships with third party external suppliers/partners in the management of specific  engagements 
•  Work with the Online Strategy team to conduct research and gather insights into the CX  experience (quantitative and qualitative)
•  Build and integrate relationships across various internal MTN functional areas (i.e. Development  and IS teams) to:

1. Obtain inputs, requirements and feedback for customer preferences
2. Conduct ideation sessions of product and channel lines
3. Execute iterative pilot/rapid agile prototyping
4. Develop implementation roadmaps
5. Scale and deploy channels through architecture and system design, UI development, Analytics/Big  Data, Agile Testing and Launching
6. Conduct iterative improvements

•  Engage, manage and maintain third party relationships relating to any product implementations
•  Work directly with the IS, Digital Delivery and Execution teams in the delivery of online  channel and product solutions and drive innovation by design
•  Plan and align with the Procurement and Distribution functions to bring enhanced Channels and  Products to life

Strategic Management and Leadership

•  Apply advanced subject matter knowledge to solve common and complex business issues, within a  broad framework
•  Provide leadership and expertise to the various Channels sub-functional teams and participate in  cross-functional initiatives
•  Manage and oversee the execution of Online Channels and Products team initiatives across the  Design Strategy, Service Design, Experience Design and UX/UI Design spectrums
•  Manage new Online Channels and Products initiatives through the Online Channels and Products  team
•  Identify and manage potential internal channel and product process changes 
•  Manage and coordinate methods used to facilitate the ideation of concepts and prototypes for  roll-out
•  Manage and navigate the strategic direction of Channels and Products in establishing both near  and medium-term goals for the area
•  Manage both human and material resources of the sub-function to foster a true design-centred  culture, while enhancing morale and productivity
•  Oversee the execution and alignment of team training and change to other areas of integration  via the Change Managers and Integration Managers
•  Construct, implement and optimise processes and systems to enhance the effective delivery of  operational goals and change programs across Channels and Products to meet organisational goals

Governance 

• Tactical meetings
•  Prepare and contribute close-out feedback for the Review & Retrospective Forum to demonstrate  delivered work and progress made against tactical Channel and Product sprint goals set (bi- weekly / weekly)
•  Prepare and contribute metric content and intel to the Round Up Forum to facilitate key  decisions and attend to issue escalations
•  Chair “Stand Up” meetings to set context for the upcoming day’s work for the Online Channels and  Products team 
•  Participate and provide input into any other cross-functional tactical meetings

Escalations

•  Manage and resolve complex escalations that have detrimental impact on critical paths of Online  Channels and Products delivery
•  Discuss potential solutions to persistent issues experienced by the Online Channels and Products  Team that require formal resolution

Programme Management

•  Define and manage overall channel and product management governance and principles for the  customer experience 
•  Support channel programme management processes by creating, maintaining and monitoring a tracker  for iterative improvements
•  Provide ongoing feedback to the Online Channels and Products team to remain on track for channel  programme goal delivery
•  Conduct quarterly post-reviews of Online Channels and Products team performance

Report Generation

•  Compile detailed monthly reports for the GM relating to progress made within the sub-division  and in accordance with the measurement metrics set by the Functional Area
•  Compile detailed reports for specific “special projects”, as and when necessary
•  Provide detailed progress reports on Channel and Product development outcomes to Senior  Management
•  Report on best practices in developing and launching Channels and Products and on marketplace  performance relating to launches 

Budget Management

•  Manage and optimise allocated budget, by keeping all expenditure in line with the agreed budget
•  Maintain cost effectiveness through the effective monitoring of costs and determine initiatives  to optimise resources
•  Participate in annual budgetary discussions, by identifying trends and patterns within the  current operations and extrapolating these over the next planning cycle, taking any known  stategic changes into account

Qualifications

Education

• Minimum of 4-year tertiary qualification
• MBA or Masters’ Degree is advantageous 
• Fluent in English 

Work Experience 

• Manager track record of 5 years or more commercial experience; with at least 3 years previous experience in as an owner in an online digital channel/mobile product environment (i.e. Financial Services Platforms, Start-Ups, e-Commerce)
• Experience in using iterative improvement methodologies/frameworks 
• Experience in customer-centric product development, design and project management
• Operational management experience is advantageous
• Working across diverse cultures and geographies is advantageous
• Experience working in a medium to large global / multinational organisation 

Closing date: 09 October 2020