Job Opportunities at MTN

Mission/ Core purpose of the Job: (Short description)

• The purpose of this role as Account Manager is to focus on hunting for new sales revenue in the region and handover to farmer Account Manager.
• The role also aims to achieve MTN’s growth, profitability and market share in the region. 

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

•             Fast moving industry with constantly changing business requirements and technologies
•             Fluid complexities of customer expectations and demands
•             Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
•             Highly dynamic and fluctuating Telecommunications and ISP industry
•             Total customer experience for MTN brand
•             Constantly changing consumer and market needs
•             Market dynamics and developments
•             MTN policies, processes and procedures
•             Regulatory industry norms govern MTN and partners 
•             Highly pressurized, deadline-driven environment
•             Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
•             Participative environment – highly diverse and team-focused

Key Tasks: 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.

Driving Profitable growth for MTN Business

•             Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
•             Actively and strategically targeting new business acquisitions 
•             Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
•             Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
•             Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
•             Recommend ways to exploit new opportunities to grow the business further
•             Provide input into the fine tuning of processes, systems and support in line with changing work practices.
•             Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
•             Once they close the deal they hand it over to a Revenue Quota bearing sales person

Account Management

•             Resolve escalated issues or escalate as appropriate.
•             Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
•             Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
•             Prepare reports on account performance as required.
•             Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
•             Recommend ways to exploit new opportunities to grow the business further
•             Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

•             Ensure all customer queries are attended to and resolved within agreed SLA’s.
•             Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
•             Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
•             Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

•             Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
•             Maintain quality standards that will enhance the customer experience and cost efficiency.
•             Work consistently according to standard operating procedures.
•             Analyse situations and take necessary action to ensure quality is maintained.
•             Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards

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 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 Tasks:  Refers to the responsibilities for directing, guiding, motivating  and influencing others.

•             Adopt a customer centric approach 
•             Build employee relations and collaborative teamwork 
•             Build professionalism, loyalty and commitment to the organization
•             Communicate actively and effectively resolving any potential conflicts that may arise
•             Have the self insight and flexibility to adapt to different situations
•             Live the MTN Brand – change and influence employees behaviour

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.

•             Identify and recommend process and system improvements 
•             Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
•             Strive to automate processes and procedures wherever possible
•             Recommend creative and innovative solutions to enhance MTN SA’s performance
•             Establish sound relationships with all stakeholders
•             Encourage continuous service improvement
•             Implement cost-saving activities
•             Actively identify new customer opportunities and liaise with relevant management

Discretionary Space:

• The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment:

• Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.

Independent thought and Judgment:

•             Recommend new accounts that may be profitable and sustainable
•             Execute actions that have been agreed 
•             Dissemination of information
•             Resolution of queries / problems (within parameters set by company policy)

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education: Preferred

•             Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related

Experience: Compulsory

•             Minimum of 3 years’ experience in an area of specialisation / 
•             Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
•             ICT Experience is preferable
•             Experience in Large SME is preferable

Training:

•             Products and Services
•             ICT technology
•             Contract appreciation and business-related courses

KPA Quality Standards/ Measures (KPI’S for job)

•             Achievement of sales, retention, customer development and revenue targets for the assigned accounts
•             Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
•             Customer satisfaction index
•             CMAT targets
•             Achievement of customer and internal KPA’s
•             Timely reporting and the accuracy thereof
•             Implementation of operational and promotional plans

 

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Job Description
Mission/ Core purpose of the Job: 

• Manage sales target, strategy, maintain relationships and grow account base delivering on set sales objectives, increase revenue and market share
• Deliver measurable financial results, through excellent customer service and relationships
• Form the link between the customer and Internal people and processes.
• Assist in the formulation of compelling customer value propositions

Responsibilities
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Input into Business & Operational Planning

• Contribute towards long-term forecasts and predictions (2-3 years) by analysing trends and performing industry competitor analyses to highlight areas of the business that may be developed further. 
• To understand, anticipate and capitalise on changes in consumer behaviour.
• Provide input into operational and promotional planning which will ensure revenue growth within the portfolio.
• Provide input into the enhancement of processes, systems and support in line with changing work practices. 
• The provision of innovative solutions and service excellence to ensure effective services for the wholesale sector in an ever-changing Environment. 
• Drive relationships with Internal and external stakeholders, in order to deliver bottom line results

Key Account Management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts. 
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded. 
• Increase revenue through effective account management and development, effective product mix and excellent customer service.
• Establish / grow value of accounts within assigned portfolios
• Provide input and direction to the development of sales and service targets within the assigned national account portfolio.
• Forecast acquisition and, reduce inactive base for the assigned portfolio of accounts and liaise with relevant areas to ensure strategic objectives are met
• Carry out financial interpretation and performance assessments
• Put effective methods and standards in place in order to provide a holistic Key account management interface with assigned national account portfolio.
• Improve customer service delivery
• Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios.
• Track and optimise accounts performance in terms of cost and revenue contribution, reporting on performance as appropriate.
• Provide accurate forecasting on all product and service requirements and liaise with relevant areas of the business to ensure timeous execution
• Provide accurate and valid communication on new products and services & any enhancements to internal and external stakeholders within allocated portfolio
• Manage Wholesale partner limits, ensuring that they remain within authorised credit limits and escalating anomalies appropriately.
• Liaise with various support areas to ensure delivery of SLA's.
• Build and maintain professional relationships with wholesale partners, suppliers and internal stakeholders
• Collect and collate competitor information, generating information and provide feedback and recommendations to stakeholders
• Mediate resolution of escalated queries within the assigned portfolio of accounts. 
• Ensure constant update of knowledge and growth and development of staff.
• Identify training needs and liaise with Marketing and Training to ensure that internal and external sales teams are trained and skilled to engage with customers and utilise sales tools effectively.
• Attend regular handset manufacturer meetings 
• Maintain self-development and knowledge in all required areas 
• Demonstrate proficiency on all required systems and access of information pertaining to account management

Account sustainability

• Identify the viability, sustainability and financial performance of accounts in the assigned portfolio and provide recommendations and implement corrective action as appropriate.
• Identify non-performance and non-achievement of target, using Key Account Plan and Business Plan as reference.
• Manage and optimise cost of sales for the accounts, ensuring compliance with budgets and targets
• Develop and actively drive action plans in conjunction with wholesale partners to sustain or improve achievement of targets (actual vs. Target – gross and nett)
• Assist wholesale partners with identifying and meeting training needs
• Compile reports on wholesale partners performance as required
• Ensure wholesale partners base maintenance and growth

Cost Control

• Ensure expenditure is considered and drives effective return on investment remaining within budget parameters.
• Identify areas where budget is not spent effectively and seek ways to reduce and optimise expenditure where possible.
• Report on monthly expenditure and budget control

Reporting

• Prepare reports on key performance areas including insights and analysis as required regarding the assigned national account portfolio.
• Provide financial interpretation and performance assessment report on all assigned portfolios
• Compile accurate recommendation and sustainability report of wholesale partners in the assigned portfolio.
• Collate and prepare relevant revenue information and sales data as required.

Customer Satisfaction

• Ensure a proactive approach is adopted to prevent problems from arising in the future.
• Develop and maintain solid relationships with stakeholders, building relationships to ensure that all queries are responded to quickly and effectively.
• Educate stakeholders and internal customers on the role of MNS and how they may contribute and add value.
• Ensure delivery on customer specific strategies via the Key Accounts team and Support Areas
• Identify trends / patterns pertaining to customer needs and filter this information through the correct channels.
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
• Manage, monitor and control customer-related system efficiencies, and the measurement thereof.
• Understand customer needs and develop and fine-tune systems accordingly, ensuring that effective PPP’s are in place and valid.
• Put contingency plans in place to prevent delivery and service delays and enhance the customer experience via the Key Accounts team and Support Areas

Quality Management

• Ensure legislative compliance
• Work consistently according to standards of accuracy, deadlines and formats
• Review the PPP’s and submit proposals to amend as and when the business requires.

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 management 
   

Qualifications
Education: (5)

• Matric
• 3-year appropriate degree or equivalent

Experience: (5)

• Min 3-5 years in ICT and informal industry
• New business development
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
• Experience working in a medium organization 
• Knowledge of Mobile Telephony Services 
• Successful Sales track record with Service provider / MNO / OTT accounts selling ICT Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of Service provider / MNO / OTT customers.
• Demonstrated ability to influence at C-Level, network at middle management levels within customer and partner companies and provide success with relationship management

Training:

• Consistent training on an ongoing basis
• Product training 
• Legislation and regulations
• Products and services
• GSM Technology
• Contract appreciation and business-related courses
• Systems training

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Job Description

Mission/ Core purpose of the Job:

• Ensures that tangible deliverables are met.

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.
• Consumer satisfaction.
• In branded store:
  •  accountable for cash and stock
  •  accountable for sales and meeting sales targets
  •  accountable for stock shortages
  •  Provide consumer advice and education / share product knowledge
  •  Manage stock in store:
  •  Management of shortages.
  •  Obsolescence
  •  Promotional stock merchandising
  •  Manage operations in store:
  •  Warranties
  •  Customer cell phone repairs (where applicable)
  •  Returns
  •  OBF’s
  •  Identify issues and resolve
  •  Communication, in outlet, and with MTN
  •  Maintain company’s policies and procedures.
  •  Manage and account for all cash.
  •  Conduct actual system transactions eg. activations, suspensions, migrations etc.
  •  Relevant paperwork and documentation.
  •  General Customer services: turnaround time, queuing time, accuracy, and productivity

Minimum Requirements  minimum necessary, and not the ideal / preferred should be included.

Education:

•  Minimum of 1 year diploma (May vary in accordance with specific country Opco qualification standards)
•  Fluent in English and language of country preferable

Experience:

•  Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
•  Experience working in a small to medium organization
• General working conditions (e.g., shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)
• Will be required to work weekends (Saturday 9h0017h00 and Sunday 9h0015h00) as scheduled. Days off will be granted during the week
• Working hours are 9h00 – 18h00 Monday to Friday

 

KPI Measures

•  Turnaround time.
•  CSI.
•  Sales.
•  Queuing.
•  Stock and cash accuracy (shortages).
•  Customer / consumer complaints.
•  Merchandising standards.