Current Opportunities at MTN

JOB DESCRIPTION

• The Analyst: Regulatory Affairs and Public Policy Research will be responsible to support research and analytical insights for Regulatory Affairs, Regulatory Strategy and Public Policy functions on political, policy, legislative and regulatory issues that have an impact on MTN Group.

RESPONSIBILITIES

The Analyst: Regulatory Affairs and Public Policy Research will be accountable to achieve the following objectives:

• Provide research insight to the Senior Management team on specific in-country socio-economic, political and regulatory factors that impacts MTN Group’s regulatory affairs public policy strategy and plan
• Assist in monitoring the legislative and regulatory affairs environment, providing the department with key findings and trends;
• Assist on the research, on open sources, to ensure understanding of trends and potential developments that can impact MTN across Group;
• Provide analytical and statistical insights into the Regulatory function of MTN 
• Assist in timely and accurate preparation of consolidated monthly, quarterly and ad-hoc reports
• Updating standard benchmark data from external sources and maintenance of the applicable data streams
• Create functionality and tools for management reporting including proforma reports
• Assist with the maintenance of information records tracking systems and databases;
• Draft and make inputs into reports, press releases, blog posts, briefing memos, press pitches, talking points, and other public affairs content;
• Conduct research on key internal and external stakeholders and their programmes; 
• Monitor the activities in the government departments, lobby groups, industry bodies and other bodies, producing reports on key points that relate to MTN Group, MTN OpCos and affiliated entities; 
• Monitor activities such as industry debates, questions, committee enquiries, statements, reports, regulations and legislation;
• Conduct research on all key aspects of public policy and regulatory affairs, as per instructions from the department;
• Support the research on the effects of public policy on an organisation using public sources, political intelligence and other sources.

Key Deliverables

• Implementation of KPA’s according to an agreed performance management system
• Relevant and credible analytics on public policy and regulatory
• Input to MTN Group regulatory affairs and public policy strategy
• Report on insights, key focus areas, performance and financial data

Role Dependencies

• Active support from the Senior Manager: Public Policy and Research and Manager Service Regulation

QUALIFICATIONS

Education:

• Minimum of 3 year Degree
• Postgraduate (advantageous)
• Professional qualifications advantageous

Experience:

• At least 3-5 years relevant experience with at least 2 years’ experience in Regulatory Affairs and Public policy research
• 3-5 years’ experience in Financial Modelling,  Analysis and report writing, Visual Basic / Advanced MS Excel skills
• Telecomms / Management Consulting industry experience advantageous

Competencies:

• Conceptual Thinker, Problem Solver, Improvement Driver
• Culture and Change Champion, Support People Manager, Relationship Manager
• Results Achiever, Operationally Astute
• Team player 

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Mission/ Core purpose of the Job

• The Senior Manager AI Strategy and adoption role is a member of MTN Group Technology IT Strategy and Architecture team, who is responsible for the design, development, implementation, and management of AI technology across MTN.  The team are focused on driving the digitization and innovation strategy across MTN’s markets through technology leadership and collaboration with the relevant stakeholders to enable new growth engines, achieve operational excellence, deliver superior customer experience and unlock value through TCO reduction as part of the PACE strategy. The role will focus on driving the design and delivery of creating cutting edge AI solutions for different technology domains through AI journeys, processes, models and KPIs.

RESPONSIBILITIES

The Senior Manager AI Strategy and Adoption role will have the following responsibilities: 

• Lead and co-create cross functionally with other BUs (e.g., CBU, Digital, EBU), MTN platform businesses (e.g., Fintech) and other stakeholders and execute their AI journey.  Design AI-first businesses.
• Conceptualise and design full AI stack solutions - AI infrastructure and tools / environment selection, AI/ML model development and deployment, AI applications.  AI Architecture, Business Architecture, Customer Insight & Segmentation, Data Mining, Optimization, Big Data Technologies.
• Strategic consulting, implementation, and support for our operating companies, advising and solutioning for AI at scale.
• Strategic thinking, in-depth understanding of business drivers, deep knowledge of legacy & emerging technologies.  AI specific strategy development - “as is” and “to be” scenarios, followed by gap analysis, options development, and technology/execution roadmap.
• Facilitate Collaborations and Partnerships - Collaborate with strategic partners and organisations in bringing industry consortium solutions together. Innovation through partnering, an eco-systems approach.
• Define AI value realization framework, Track and report key impact metrics across user cases in different domains to stakeholders
• Business transformation powered by data analytics and Artificial Intelligence. 
• Leverage cloud and edge computing, accelerated computing.
• Identify, source and assess data for the purposes of AI/ML solutions 
• Establish community of practice within MTN. Drive roadshows to increase awareness
• Ensure governance model and processes adopted in Opco(s) is in alignment to the established reference standards; conduct reviews, identify issues, and determine root cause, and improve processes to prevent recurring issues
• Ability to network across new areas and build strong and trusted business relationships

Deliverables

• AI Reference architecture and framework
• AI Governance framework 
• AI Value Realisation framework
• AI Community of Practice through dedicated IT Circle (tribes, squads) to drive AI products
• AI adoption business case framework and Business cases for scenarios related to channel transformations, products and services related to commerce; collaboration on network optimization use cases 
• AI standards, policies, guidelines
• AI emerging trends with a 3-year roadmap
• Conceptualize and ideate future AI solutions through Proof of Concepts with strategic partners

QUALIFICATIONS

Education:

• Minimum 4-year relevant Academic Degree with Honours (B Eng / BSc Degree Preferred)
• MBA / Masters advantageous
• English (French and/or Arabic advantageous)
• Relevant certification/accreditation/membership with professional body as required for role (e.g. AWS Certified ML Speciality, AI 900 – Microsoft Azure AI fundamentals, AI -102 Designing and implementing a Azure AI solution)

Experience:

• Minimum of 10 years of overall experience in IT with proficiency in computer languages associated with different components in the AI solution life-cycle: data collection, data manipulation, feature extraction, model creation, solution architecture, development and operationalization of the solution (e.g. Linux; Docker; Python: Flask, SQLAlchemy; Java; JavaScript: Angular)
• Minimum of 5 years’ experience building and optimizing AI based solutions (using appropriate tools and libraries, e.g., TensorFlow, Keras, scikit learn, Prophet, xgboost, RAPIDs (NVIDIA), Pandas, matplotlib) within a cloud native paradigm. 
• Minimum 2 years’ experience in creating and serving AI Cloud solutions for different data modalities (e.g., image, machine telemetry, time-series, text, structured data), and different solution approaches (classification and regression, anomaly detections, time series forecasting)
• Minimum 2 years’ experience engaging and working with eco-system partners and vendors in the AI and automation fields
• Hands on experience working on AWS, Azure, Google Cloud building AI, Machine Learning systems. Ability to review code and designs.
• Proficiency in Infrastructure as a Service, Platform as a Service and related concepts on the public cloud.
• Demonstrated specialised technical and strategic leadership through customer engagements, deliverables, and presentation of AI solutions.
• Appropriate certification in AI/ML fundamentals and engineering technologies (e.g. Azure, AWS or GCP AI certifications)
• Experience in working across diverse cultures and geographies is advantageous
• Strong communication skills, including the ability to communicate complex messages and ideas and influence decision-makers
• Excellent presentation skills and experience in public speaking

Competencies:

• Business Acumen, Problem Solving, Information processing, Influencing others
• Data interpretation, Judgement, Continuous improvement, Reporting
• Get it done, Communication, Innovative, Agile, Accountable
• Ability to function across multiple business lines in a multicultural environment

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Key Deliverables
The OD and Performance Partner will be accountable to achieve the following objectives:
Governance
Strategic Meetings

• Provide input in strategic meetings when required
• Provide inputs into the enterprise wide transformation initiatives when required
• Provide inputs into the risk mitigation and controls
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Provide input into the preparation of proposal on change initiatives SLA, policies and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Function Tactical

• Provide input into all projects initiated (internal or global)
• Identify and document key risks, issues and dependencies and set mitigation actions
• Prepare documentation required for sign-off / making decisions regarding tactical changes

Performance

• Ensure execution in alignment with divisional strategy
• Provide input into SLA approval and exception performance review

Reporting

• Report on a periodic basis to reporting manager relating to progress made within the sub-function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Operational Delivery
Organization Design

• Evaluate and generate business-specific insights to advise MTN Group functions on organization design solutions and practices that are result oriented
• Assist in localizing and implementing the functional organizational architecture operating model, strategy, objectives and budgets for Manco, in conjunction with HR Services team
• Maintain and update the organization structure, headcount sizing, job profiling and transition plans in line with the operating model, strategy, objectives and budgets for Group functions
• Provide inputs for the development of Functional Competency framework for the Group functions, in conjunction with global Organization Architecture team
• Analyse and prepare headcount and FTE sizing proposal for Group functions (aligned with the budgets)
• Develop job profiles relevant to the positions in the Group functions, along with the functional leaders, in line with the OD and Rewards Policies. Ensure appropriate protocols and approvals are obtained prior to rollout.
• Timely communication of new/revised job profiles to HR Operations Team for operational implementation
• Responsible to ensure job/position evaluation for Group functions
• Develop the workforce transition strategy and plan along with the Group leaders. Socialize and monitor progress of fully approved transition plans which are delivered by HR Operations teams
• Periodically review, analyse and report on OD and People data for the Group functions to ensure compliance to the Global Data and OD standards and policies.
• Prepare, present and report on key organization design metrics such as span of control, organization layers, headcount and critical position vacancies for the Manco Business Units, in line with the practices defined by the Global Organization Architecture Team

Workforce Planning and Analytics

• Assist in the development, monitoring and reporting of Functional HR budgets relating to headcount and cost for the Business Unit.
• Assist in the development and presentation of strategic and operational workforce plans for the Business Unit, in line with the methodology and framework defined by the Global Organization Strategy and Performance vertical
• Prepare key Business Unit workforce metrics (headcount, HR budget and cost, talent and organization metrics etc.) based on data/inputs received from the Global Strategy and Analytics team, to the respective Business Leaders and Group HR Leaders on a timely and accurate basis.
• Analyse, prepare and circulate workforce related analytics and insights specific to Group functions
• Provide inputs to optimize allocation of resources, ensuring that resources are sufficient, and that duplication of resources occurs is minimised
• Assist in preparing key highlights of business objectives/plans and workforce related plans to report on a timely basis to the Global HR Expertise Verticals and Manco HR Services team.
• Performance Management
• Assist with the appropriate research, inputs, insights and leading practices relating to business-specific people performance metrics and KPIs
• Ensure implementation and adherence to the global performance management framework and methodology within the Business Units
• Educate and communicate with line managers in the Group functions on the various performance management responsibilities, processes, policies, people management practices
• Execute the implementation of performance programs and initiatives for Group functions at Manco
• Assist in the cascade and socialisation of approved functional KPIs and targets for Group functions
• Monitor and report on process compliance of the Group functions to key performance schedule of activities and timelines
• Assist in the effective execution of goal setting, moderation and calibration processes for the Group functions
• Participate and ensure appropriate closure of action relating to ad-hoc performance interventions such as facilitating individual development plans, management of performance improvement candidates, resolution/escalation of performance related conflicts, technical systemic constraints etc. and so on.
• Proactively coordinate with the Global Performance teams to obtain reports and undertake necessary actions based on the performance metrics results

Ways of Working and Collaboration
Partner and engage with the Global Organization Strategy and Performance teams to enable:

• Development of custom organization, performance and workforce planning strategies for the Business and
• Provide practical business insights, trends and patterns which can help strengthen the Global solutions, frameworks, policies and processes
• Maintain a strong working relationship with the Manco HR Services team for the effective delivery of transactional and administrative services for the Business Unit
• Maintain strong networking within the ‘Business Partnering’ community across MTN for effective practice exchange, cross border talent leverages, organizational consistency and so on
• Manage and resolve escalations that have impact on critical path of business service delivery
• Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved

QUALIFICATIONS
Education:

• Minimum of 3 year tertiary degree / diploma (Human Resource/ Behavioural Sciences/ Business Studies / Management and/or Equivalent)
• Relevant certification / accreditation / membership with professional bodies in the area of organization design, business performance & productivity etc. (advantageous)

Experience:

• Minimum of 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on OD, performance management and workforce planning
• Demonstrated experience partnering with clients on solving business/operational issues through the application of progressive people systems (Human Resources) practices.
• Project management experience
• Worked across diverse cultures and geographies
• Experience working in a medium to large organization

Competencies:

• Functional Knowledge
• Business/ Financial Acumen
• Telecom Operating Model, Business and Market knowledge
• Knowledge of HR polices and processes
• Workforce Planning and Analytics
• Organization Design and effectiveness
• Performance Management
• Functional KPI design
• Functional skills and competencies

Skills

• Strong consultative skills (influencing, assessment, facilitation, expectation setting, relationship building)
• Analytical and Data interpretation
• Excellent verbal and communication skills
• Demonstrated time management and priority setting skills
• Possesses flexibility to work in a fast paced, dynamic environment
• Project management
• Reporting & Presentation Skills

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JOB DESCRIPTION
The Manager Wholesale Delivery will be accountable to achieve the following objectives: 

• Provide End to end solution design of L2VPN, L3VPN and SDH P2P or P2MP 
• Support on delivery of end-to-end wholesale capacity and managed network services (MPLS), both internationally and domestically within OpCos by working with the network teams within OpCos 
• Prepare change request for service implementation and submit on the relevant internal server, follow the change implementation with implementation team or managed service entity 
• Track service usage for customer and recommend possible upgrade solutions 
• Implement work around solutions whilst permanent solutions are being negotiated to alleviate capacity bottleneck 
• Identify future capacity requirement spikes due to market changes and provide inputs to the capacity management team 
• Support the delivery of systems through 3rd parties, consortiums, international operators with other priorities 
• Provide various reports for wholesale to monitor the network and the services 
• Liaise with the GEBU SPOC and with the Enterprise business units for multi-country enterprise fixed line last miles implementation
• Ensure full customer satisfaction over the wholesale service delivery process 

Role Deliverables

• Inputs to complex client proposals, both internal (MTN OpCos, Enterprise business units) and external, from a technical point of view 
• Analysis of the utilisation of the current connectivity infrastructure 
• Inputs for asset investment recommendations 
• Integrated carrier wholesale solution design/landscape 
• Support Updating Opco implementation strategies 
• Support customers, suppliers and make sure that the service is delivered on an agreed level of quality 
• Lead and manage cross-functional, collaborative teams on standard IP/MPLS network architecture development or process improvement initiatives 

Role Dependencies 

• Inputs for wholesales business units in client solution designs 
• Understand the sales service order form and the customer requirements and translate to a technical solution 
• Keep updated records of the services provisioned and circuit on the Global MTN infrastructure 
• Technical solutions alignment to regulatory approval across multiple jurisdiction

Experience: 

• At least 10 years experiences in Telecommunications, with planning, implementation and operational experience 
• At least 5 years experiences in fixed infrastructure and IP environment 
• Experience on IP, OTN, WDM and SDH 
• Experience on Huawei transmission equipment (OSN) 
• Experience on Huawei IP equipment (NE40) 
• Experience in multi-country network solutioning, International Carrier Business, Submarine Cable consortiums 
• Experience on technical specification and procurements processes – 
• Experience on leading vendor negotiations 

Competencies: 

• Key business soft skills including but not limited to problem solving, information processing, analytical understanding of key industry trends, influencing and motivating team members  
• Data interpretation, quality focus, continuous improvement, keen to innovation and research and development, risk management and reporting skills 
• Strong communication skills 
• Highly client driven interactions 

Other: 

• Regional and international travel

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Mission/Core purpose of the Job

• Working closely with the MTN Executive Leadership Team and the Opco CEOs, the Executive: Group

Mission/Core purpose of the Job

• The Centre of Excellence is looking for co-location administrator to work in the day-to-day management of our co-location facilities and related infrastructure & software. We are looking for an administrator with experience in mechanical & electrical configurations of data centres for enterprise customers.
• You will be responsible for identifying problems, documenting, and solving issues, and working on projects that really make a difference to how we operate.
• The administrator will shadow all Hosting Engineers and adopt the methodologies, learn, and leverage on the experience of the team. We are looking for an administrator to support the team in new projects and support the current production solutions and services.
• The administrator is one who excels in his field and performs all support functionalities. The administrator must be fully aware of administration procedures for both company and technical requirements of a data centre.
• Context (Global influences, environmental / industry demands, organisational mission etc.)     
• This position is influenced by MTN Marketing and Enterprise Business Unit demands and roadmaps. It is also affected by Global Telecommunications Technology changes, trends, influences, and the requirement to remain leaders in the ICT disciplines.
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Implementing, and managing scalable architecture for internal and external customers based on best methodologies in the electrical and mechanical industry
• Highly skilled team of thinkers and tinkerers adopting an ethos of technical problem solving through automation
• Driving constant technical innovation and adoption of cutting-edge technology

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

• Support and Maintain all the enterprise co-location areas.
• Manage all operating systems, infrastructure and application that run the pillar solutions offered to our enterprise customers
• Ensure the upgrading of existing systems.
• Support systems to achieve the company set Key Performance Indicators
• Work with related stakeholders concerning the prompt restoration or provision of service in full or partial system failures.
• Treat all systems as mission-critical.
• Travel to site for support duties, testing, new installations and upgrades where needed
• Configuration management and system orchestration using MTN’s related systems
• Document system configuration and changes in system configuration.
• Work with the Hosting engineers and vendors to design and implement highly available solutions
• Ensure all area day-to-day tasks are being completed to the required level
• Analyse performance trends and failure impacts on service
• Work with the Hosting Engineers & Vendors to deploy and maintain server infrastructure, virtualisation environment, storage network and application-level network services.
• Replacing and upgrading of end-of-life systems.
• Execute the upgrade and replacement of hardware/software before end-of-life.
• Maintaining knowledge of current technology trends.
• Constantly learning and evaluating technological skills
• Communicate all faults and planned work through the correct channels
• Support Manager Enterprise Co-Location to schedule and implement of maintenance schedules     
• Work with the different teams to approve the outcome of Acceptance Testing results from suppliers.
• Administer the roll out of all software package related to the area.
• Ensure that system utilisation reports are in place and relevant
• Continuously evaluating through correlation and monitoring systems
• Work with the engineers to optimise productivity by automating repetitive tasks.
• Develop and deploy tools or total solutions in aid to business processes and general productivity.

Business Support

• Collaborate and provide business with knowledge of the technical capability of the co-location space
• Implement IS solutions that meet business requirements.
• Ensure timeous resolution of issues.
• Maintaining knowledge of current technology trends.
• Analyse the current business environment to detect critical deficiencies and report on them
• Constantly learning and evaluating technological skills as is relevant to a Tier 1 ISP.

Governance

• Follow all corporate governance procedures in place
• Work with the Specialists to document and test system before promoting to production.
• All changes should be documented and managed for all production environment changes.
• Comply with all security policies defined by MTN
• Ensure that all ICT Operations policies, processes, and procedures are documented, understood, adhered to and continuously maintained.
• Facilitate the auditing process between MTN and vendor to ensure that audit findings are resolved and managed
• Support the integration forums with Revenue Assurance to understand issues, planning and concerns.
• Ensuring vendors adhere to MTN Governance and Processes.

Role Complexity: (additional complexity that is not inherent to the position)

• Highly technical position requiring vast technical knowledge in mechanical and electricals
• High pace of technological advancement/development
• Reliance on 3rd party vendors
• Systems involved directly support a Tier1 ISP and focusing on support and availability aligned with existing network topology
• Must be competent in compiling reports.

Creativities (improvement/innovation inherent) 

• Absolutely self-driven, constantly finding new ways to solve problems, being able to apply technological prowess to solve real world problems arising from the daily operations of the business.
• Has the ability to bridge freely between different technologies and applications
• Continuously review system performance and recommend creative ways to enhance performance
• Lateral, logical thinking, problem solving and troubleshooting
• Innovative ways of investigating the root cause of problems and failures.
• Vulnerabilities (difficulties or factors that influence the position and are out of the position’s control)

Environmental factor (Electricity availability)

• Software bugs
• Mistakes resulting in outage can potentially affect the availability of service to millions of subscribers.
• Standby will be needed for this position due to the size and key needs of the supported environment.

Job Requirements (Education, Experience and Competencies)
Education:

• 3-year degree/diploma in Mechanical or Electrical Engineering
• Certification on Hosting is an added advantage

Experience:

• Minimum 5 years general systems administration experience in a data centre environment
• Experience working in a medium size organization
• Training:

Customer Service Training

Competencies:

Head - Big Picture Focus (10)

• 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 (20)

• 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 (50)

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

Authorities

• Inputs and recommendations into support and maintenance agreements with Vendors etc.
• Analyse performance trends and failure impacts on service.

Collaboration (Formal and Informal Relationships)
Responsibility towards:

• Direct reports – Manager: Enterprise Co-Location Manager
• Key customers – All MTN OPCO’s EBU, MTN SA EBU, MTN COE and all our Corporate Clients
• Key suppliers – Facilities, Boron, Total, Apollo Air, ProTest Electric, Optimal Control System - BMS  & Other Hardware vendors.
• Other Relations – Troubleshooting with all involved Vendors / Suppliers, Service Managers

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JOB DESCRIPTION

• Manage ~1 or 2 direct specialist reports.
• Create and develop training strategy on a yearly/3-year basis according to Enterprise Sales Academy (ESA) initiatives and goals.
• Define the ESA Calendar by key initiatives, target and format and oversee the training budget by planning yearly activity and measuring results.
• Implement training guidelines in terms of Academy development levels, LMS and Training Tools, Training Organization, eLearning and communicate priorities and plans to operations.
• Communicate ESA training strategy and offerings to the Enterprise Sales teams across the MTN.
• Implement a tracking system/tool to measure progress against the goals of ESA. 
• Ensure operational trackers are updated and maintained.
• Ensure that the relevant ESA governance and operational committees are set up and run.
• Develop strong partnerships with Group Product, SME, LE and L&D teams to enable delivery of training content.
• Work closely with training vendors and suppliers to update and implement relevant content for the ESA training offerings.
• Procures and manages vendor relationships and contract negotiations related to learning & development.
• Ensure ESA communication strategy is built and implemented.

RESPONSIBILITIES
Role Deliverables

• Enterprise Sales Academy (ESA) strategy, planning and execution.
• Operationalization of ESA.
• Meet ESA KPI’s as set by the GEBU head and LE head.
• ESA Team management.
• ESA Governance management and oversight.
• Enterprise internal EBU Customer service and satisfaction.

Role Dependencies

• Support from Local L&D teams, EBU Head, GEBU teams, GEBU Head
• Understanding of learning and development methodologies
• Alignment between OpCo and Group functions
• Understanding of Enterprise employee profiles and roles

QUALIFICATIONS
Education:

• Minimum 4-year Academic Degree in Business, Management 
• Post graduate qualification
•  MBA/CA/ Masters as advantage

Experience:

• At least 5-8 years relevant operations management or project management experience
•  5-8 years of experience at the Senior Management level in the telecom industry 
• Experience in developing and deploying project best practices, policies, procedures, and processes
• Experience in OpCo support

Competencies:

• Ability to foster strong cross-functional partnerships
• Extremely detail oriented with exceptional follow through skills.
• Possess a balance between analytical and creative thinking skills.
• Experience in designing and building e-learning modules for various audiences.
• Ability to maintain confidential information
• Business Acumen, Problem Solving, Information processing, Influencing others
• Data interpretation, Judgement, Continuous improvement, Reporting 
• Get it done, Communication, Innovative, Agile, Accountable
• Computer proficiency including Microsoft Office

Skills:

• Project Management
• Performance Management 
• Business / Process Analysis
• Internal and external Stakeholder/Relationship Management

Other:

• Regional and international travel (if required)

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

Task Complexity:

MSP Radio Operations

• Plan, monitor and support the day-to-day functions duties and responsibilities of the MSP Radio Network Operations MSP venders and contractors (End to End)
• Define and manage key Operation business objectives and KPIs to ensure company objectives are met and measure the performance of the MSP venders against those objectives.
• Ensure that effective routine program are in place and monitor the performance of these O&M radio routines in the MSP vender environment meeting MTN specification and quality standards (best practice)
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external. 
• Submit reports/presentations to designated management and venders as per requirements. 
• Responsible and Accountable for Field and Tower Maintenance and the general housekeeping and upkeep of all allocated BTS sites ensuring venders are complying SOW according to the contract and a high cost effective standard and Quality 
• Ensure that all MTN staff and MSP venders are applying procedures, polices and SOW in their day-to-day activities, which is tracked, monitored and reported, as per MTN instructions and guidelines.
• Ensure that resources, both material and human are available for all Radio Operation activities as per schedule.
• Improve Radio network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Identify and assign roles and responsibilities to MTN project Supervisors to deliver in the Region
• Manage all maintenance, vandalised repairs and ADHOC Projects relating to network rollout within the region, ensuring all works carried out within budget and PBC models, which includes BTS implementation, F&T maintenance, Structural, Civil and Electrical builds / upgrades and commissioning.
• Ensure Policies and Procedures are adhered to through ISO 9001,ISO14000 & QMS
• Participate, review regional rollout plans, and contribute to Operational dependencies, programs, or strategies that have an influences cost and customer experience.

MSP Transmission Operations

• Control , monitor and support the day-to-day functions duties and responsibilities of the MSP Transmission Network Operations MSP venders and contractors (End to End)
• Participate and review regional transmission operational dependencies or programs or strategies that have an influences cost and customer experience in alignment with MSP venders 
• To ensure that the regional Transmission network is developed and maintained such that it has adequate capacity, always operates at optimum quality and offers competitive coverage across all technologies in alignment with MSP venders.
• To identify and escalate Transmission activities to MSP Vender or MTN SA stakeholders high-level support functions when required on all MTN transmission equipment used in MTNSA Network meeting business objectives and NPI’s
• Transmission Operations management of MSP vender on improvements to the transmission network through technical skills – made possible by detailed knowledge of transmission technology features, detailed knowledge of geographical area by understanding of the role of peripheral parties (other departments within MTN and external parties such as Telkom) and the impact of their performance on network quality. Over end to end view is essential to support
• Transmission Operations management of MSP vender on Trouble-shooting optimisation and network improvements to solve network problems and performance.
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external. 
• Submit reports/presentations to designated management and venders as per requirements. 
• Ensure the  improvement of Transmission network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Control the day-to-day activities of the MTN Regional Radio, Switch and Transmission Network Operations, ensuring optimum performance and expansion of the network continually meeting the needs and expectations of the customer.
• Transmission Operations management of MSP vender  to oversee Corporate/Enterprise faults performance and upgrades

MSP Switch Operations

• Manage the operational day-to-day activities and functions related to all aspects of Regional Switch emergency and maintenance roles at all Switch Centres under the Regions control
• Ensure O&M standardisation across all switching centres is transparent and MSP Venders or any contractors adhere to these principals and guidelines.
• Ensure MSP Vender or Contractor liaison and control within the switching environments and all housekeeping processes and procedures are followed reducing and risk when work is been carried out
• Control, monitor and support O&M Maintenance activities (alarms), procedures and processes undertaken by MSP venders or Regional Switching staff. 
• Enhancement and improved value adding to current Switch maintenance procedures, documenting and implementing
• Liaison with all Network group and MSP Vender stakeholders who are responsible to maintain or accountable for equipment on site at the switching centres to identify routines that are required to be executed on site and Documentation and implementation into the current maintenance routines, expansion of current practices to encompass all on site Telecom equipment.
• Standardisation of Switch environments to support Central Operations
• Processes and procedure enhancements to new switch HW expansions, commissioning and testing. 
• Ensure Switch record consolidation to fulfil Central Operations function and alignment with MSP Venders
• Ensure All housekeeping processes and procedures are complied with and enhancements. 
• MSP Vender and Contractor liaison and control within the switching environments. 
• Oversees the Regional switch store tracking, Asset control of stock levels and aligned to Spare management process
• Oversee Fibre Transmission links/routes/fibre runs are implemented commissioned, integrated and acceptance according to SOW and quality standard.

Communication Management and Reporting

• Lead and make sure to control/monitor/track operational reporting activities and tasks. 
•  Accountable for the end-to-end operational reporting activities (including operational readiness reports) towards the specific MSP. 
• Ensure agreed workflows processes are adhered to in terms of MSP vender quotations, approvals and acceptance as documented for processing via requisition process to PO and invoice for payment including OPEX or CAPEX spend is profitable and adding value to the network
• Communicate actively throughout the MSP project, providing effective and status and feedback reports regarding MSP project delivery and support deliverables to all stakeholders, especially relating to risk, change, status, decisions required following good cooperate governance
• Anticipate deviations from plans / schedule timorously and keep all participants and stakeholders informed.
• Ensure  matters are  resolved and/or escalated timeously   and  communicate  difficult/sensitive information tactfully and manage the customer expectations and perceptions.

Finance Management

• Exercise financial control on budgets and operating OPEX/CAPEX.
• Identify and eliminate non-contributory expenditures 
• Application and implementation of performance penalties 
• Control, monitor and report the utilization of approved project budgets, ensuring that expenditure is in line with agreed PBC and SLA’s including methods and initiatives to maximize cost/benefit ratios.
• Manage operations expenditures inline with the agreed budgets

Service quality management

• Ensure the correct and proper delivery of Operation and maintenance as specified in the Service Level Agreements (SLA) with MSP. (KPI SLA fulfillment)
• Evaluate and implement outsourcing governance best practice operationally that fits organizational needs and requirements to create measureable business value.
• Ensure the proper delivery and Manage the Service Level Agreements defined in the Managed Services Contract relating to Operations and maintenance
• Maintain the efficiency and effectiveness of a MSP engagement by supporting operations, implement and optimised governance models.
• Provide feedback on performance to the Field Services organization and other sponsors and ensure that appropriate improvement actions are taken when required (KPI Service Evaluation)
• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, also to ensure no over/under deliveries.
• Aligns SLA and WLA between Operators

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

Staff Management

• Ensure all staff Performance Agreements aligned to business objectives and a cascade of CTO are defined, documented and measured through meetings and staff participation and agreement
• Ensure that all staff have the right tools to perform their role/function i.e.  Tools, equipment, IT etc and are kept in good working order.
• Ensure work allocation to contracts and work is allocated to staff.
• Ensure MSP vender and staff performance management. 
• Knowledge transfer
• Perform an annual assessment of each member of staff as per the company policy, using the above objectives and performance.
• Minimum Requirements  - minimum necessary, and not the ideal / preferred should be included.

Education:

• Minimum of 3 year degree/diploma in electrical light-current / electronics / communication engineering.
• Experience working in a medium Telecommunication organization 

Experience:

• 5 years’ management experience in GSM network Operational environment  with at least 3 years in a management role within MNS Governance telecommunications environment
• Demonstrated experience in managing subcontractors and MSP vendors.
• Experience in contract agreements and specifications of equipment for the GSM and telecoms networks
• Compiling SOW or technical support documents for MNS
• Management of SLA and WLA’s
• Experience working in medium to large organizations
• Experience in supervising others

Training:

• Corporate governance
• GSM and Telecommunication courses including digital transmission and radio techniques.
• Performance management
• Project Management for Non-Project Managers
• Risk Management
• Leadership Training
• Finance For Non-Financial Managers 
• Site Building Training
• Managing Relationships in the Workplace
• Employee Relations

Competencies
Head - Big Picture Focus (20)

• Conceptual Thinker  -  Executes tactical plans to achieve strategic requirements
• Problem Solver  -  Has the mental agility to identify and solve relevant business challenges
• Improvement  Driver -  Executes and identifies opportunities for commercial innovation and continuous improvement

Heart – Emotionally Intelligent (30)

• 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 professional networks across teams through collaboration and co-operation

Hands – Results Focused (40)

• Results Achiever -  Produces sustainable business results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others

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Key Areas:

• Support the department in Product Management functions including:
• Launching new product initiatives including.
• Pricing and margin readiness
• Approved Terms and Conditions
• Sales training and collateral (direct sales and resellers)
• Product lifecycle
• Maintaining complete and up to date master price lists inclusive of execution of margin objectives
• Building and maintaining strong relationships internally and with suppliers and partners to support the effective and successful implementation and delivery of products and services
• Performing market research
• Support all sales objectives (direct and reseller) through:
• Providing market and competitor insight and guidance
• On-going product training and collateral
• Providing input on non-standard bids
• Ownership of allocated product portfolio
• Developing and maintaining a deep understanding of all products in particularly those in your portfolio
• Cultivating strong relationships with all product partners to ensure
• Enjoys excellent service levels
• Acting as an escalation point to ensure that product related issues are resolved successfully
• Developing, maintaining, and delivering all training collateral associated with product portfolio
• Following Products Standard Operating Procedures
• Keeping meticulous, up to date records in area of responsibility.

Job Contact
Internal:

• IoT Industry Verticals
• IoT Solution Sales
• Presales Architects 
• Technical Platform Architects

External:

• Users, Channels
• Third Party application/ device suppliers

Knowledge Skills, Experience

• Solid enterprise negotiation skills, and business and financial acumen.
• Strong analytical skills, and demonstrated ability to turn detailed data analysis into useful strategic insight to drive customer adoption and make appropriate recommendations to the business
• Strong verbal and written communications skills are a must
• Demonstrated ability to work effectively across internal and external organizations
• Ability to prepare and give business reviews to the senior management team
• Strong ownership and bias for action; ability to internalize goals and work independently to create appropriate action plans for those goals
• Meticulous attention to detail: ability to juggle many tasks in parallel without lowering your quality bar
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization
• Excellent business judgement and the demonstrated ability to think and act both strategically and tactically
• Connectivity Management platform experience and knowledge of using Cellular and other connectivity options for IoT use cases.
• Deep understanding of LPWAN / 5G use in IoT  
• A deep understanding of key IoT concepts and technologies
• Experience with cloud technologies.
• Experience with machine learning

QUALIFICATIONS
Experience:

• 3+ years’ experience within a product specialist role
• Solid experience within IoT

Education

• Bachelor’s degree in an Information Technology or Engineering qualification preferred

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JOB DESCRIPTION

• Accountable for working under the general direction of the Senior Manager – Advisory Services. 
• The primary purpose of the job is to conduct and/or manage simultaneous complex and varying assignments of internal audits, and advisory activities that relate to the Mobile Financial Services that MTNSA offers. 
• Furthermore, the activities involve managing or conducting Mobile Financial Services Financial Audit projects and consulting services for both MTN management and staff and overseeing that these are conducted according to both internal MTN and external universal Auditing standards.

RESPONSIBILITIES

Audit Management:

• Create a holistic picture of each project to provide context for the findings, and implement procedures as required to perform Financial and Operational audits within Mobile Financial Services
• Manage and/or carry out Financial and Operational audits, special requests, consulting engagements and management requests and review the work performed to ensure the adequacy of audit scope, testing performed, and the accuracy of conclusions reached within Mobile Financial Services
• Manage expertise and resource planning and requirements for Financial and Operational Audit assignments, special assignments and management requests within Mobile Financial Services
• Manage the audit assignments’ progress and escalate any roadblocks to completion to the Executive for intervention and resolution
• Ensure that IA methodology as prescribed by Group Internal Audit is strictly adhered to, including identifying and defining issues, developing criteria, reviewing and analysing evidence, and documenting financial and operational processes and procedures
• Oversee and manage the work of the audit staff in conducting interviews, reviewing documents, developing and administering audit surveys, composing summary memos, and preparing working papers or audit operations
• Implement the audit program, recognise control weaknesses, assess the materiality of these weaknesses, and relate them back to the scope and objectives of the audit
• Review the audit programs to ensure the appropriate testing mechanisms
• Review and manage the work of the audit staff in identification, development, and documentation of audit issues and recommendations for improvement
• Develop recommendations for bringing programs and operations into compliance with goals and objectives and write up reports to document findings
• Communicate the results, findings and recommendations of audit projects through written reports and face-to-face presentations on a timely basis to the Senior Manager: Advisory Services
• Ensure that the audit is carried out on the eGRC system in line with process and methodology as mandated by the Group Internal Audit and Forensics function
• Follow up on the implementation of audit recommendations in a timely manner
• Perform control adequacy and effectiveness reviews of business processes
• Interact with staff, Audit Managers, General Managers, external consultants, and when necessary, with Executive Management to obtain and/or communicate relevant information to achieve the objective/s of the Mobile Financial Services Audit function
• Maintain all MTN and professional ethical standards and ensure internal audit activities are carried out in compliance with The International Standards for the Professional Practice of Internal Auditing (Standards) and IIA Code of Ethics
• Support the Senior Manager: Advisory Services in coordinating with the External Auditors where needed and facilitate their fieldwork within MTN
• Report on an ad-hoc basis on specific projects as and when necessary

Audit Consulting:

• Provide a consulting service to business on governance and business risk issues within Mobile Financial Services
• Consult with business clients to improve/re-engineer business processes within Mobile Financial Services
• Identify opportunities for increasing operational efficiencies and strengthening management controls on management requests, strategic projects, high value tenders and ad hoc assignments
• Maintain relationships with senior management of assigned functional/business units to provide a value-added service
• Perform risk identification of business operations to assess potential problems or control weaknesses and provide guidance on how to address identified shortcomings on an ad-hoc basis

Key Deliverables:

• Reporting on Audit Outcomes
• Quantification of Values at Risk
• Coverage footprint across Departments/Functions/Locations
• Oversight and management of medium to high level audits

Role Dependencies:

• Active support from the Senior Manager: Advisory Services
• Understanding of the respective OpCo technology and business contexts and the risks associated with these
• Intra-functional collaborations with Risk and Compliance
• MTN policies and procedures
• Alignment of OpCo with OpCo risk management initiatives
• Skilled and experienced Suppliers/Specialists to support and safeguard functions

QUALIFICATIONS

Minimum Requirements: 

Education: 

• Minimum 3-year Bachelor of Commerce Degree in Accounting/Audit/Finance
• Chartered Accountant/CIA in related field (i.e. Audit) is advantageous
• Professional qualification in Information Systems Auditing is advantageous (CIA, CPA, CMA or CISA)
• English and French (as an advantage)

Experience:

• Minimum 5 years of experience in Auditing and Accounting, preferably with Telecommunications/ Mobile Financial Services/ Financial Services experience and/or auditing of holding/management companies, in a medium to large organisation, with a minimum of 5 years managing audit processes
• Experience in Audit Consulting, Advisory or related client service is essential
• Strong Internal Audit and Risk Management experience designing controls, understanding enterprise control frameworks and prioritising risks
• Experience in a Big 4 Accounting firm is advantageous
• Worked across diverse cultures and geographies advantageous

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Key roles that the Human Resources team performs:

• Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
• Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
• Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
• Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
• Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.

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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

• The manager of Real Time Analysis and Incident Management twill lead the Real Time Monitor and Issue Incident Management function for Customer Operations and is responsible for monitoring and optimizing customer service performance, volume handling, staffing and schedule adherence; logging and owning issue resolution follow up and communication, impact analysis and reporting on incidents escalated to the Nerve Centre with the end view of enhancing the customer operations service delivery.

RESPONSIBILITIES
Input into Operational Planning

• Lead the development of critical operational input into the short to medium-term plan (6 – 12 months) for the Customer Service Operations Processes and procedures
• Research and consider best practice, local conditions, trends, as well as competitor activity on service operations support through the nerve centre
• Contribute towards continuous improvement and innovation to reduce incidents and issues impacting call centre operations
• Input into identifying ways to fine tune systems in line with changing work practices collaborating with Operations; IS and Continuous Improvement teams
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs and achieve service KPI’s
• Planning and co-ordination of call centre activities to minimise impact on service in call centres

Real Time Operations Management

• Lead and support the Real Time monitoring team in day to day tasking, decision making and operations configuration activities to achieve optimal service to MTN Customers.
• Liaise and engage Contact Centre Operations for service recovery activities including but not limited to: frontline agent activities; routing, staffing and skilling to achieve service KPI’s
• Liaise and engage IS and supporting functions to ensure service impacting incidents are proactively managed and resolved with minimal impact to operations
• Manage escalated incidents with severe impact to operations for speedy resolution

Issue / Incident Management

• Lead and support the Issue Incident Management team supporting Call Centre operations to ensure speedy service recovery so that service KPI’s are attained
• Engage and co-ordinate IT and Technical team responses towards incident resolution and problem identification through repeat incident analysis
• Manage escalated incidents pending to ensure resolution within SLA collaborating with IS and Operations Management
• Ensure that all SLA’s with internal and external suppliers and functions are adhered to in issue identification to resolution
• Coordinate teamwork between Real Time Monitors and Issue Incident Specialists around understanding of and achievement of service and support objectives
• Provide reporting and statistical analysis to CX and IS management for decision making around incident occurrence, impact, resolution and high-level root cause analysis
• Put effective methods and standards in place to minimise contact centre operational impact due to issues incidents
• Identify trends and implement corrective measures
• Provide insights and support to Continuous Improvement Team to help resolve root cause of recurring incidents
• Support unit operations by maintaining strong internal and external customer relationships.

Reporting

• Implement and Manage interval reporting for service performance and incident management for all CX stakeholders using mobile platforms
• Identify and prepare relevant information and data for reporting purposes on Volume handling vs Forecast; Incident resolution and Impact
• Prepare daily, weekly and monthly management reports for your function
• Make assessments of and draw solutions from qualitative and quantitative data.
• Provide CX insights into the data and trends to assist with root cause analysis

Process and Procedure Effectiveness

• Assist with defining and monitoring the execution of processes and procedures for the Issue/Incident and Nerve Centre function in Workforce management and Analytics
• Ensure that all processes and procedures implemented are aligned to the set operational framework for the unit and support service monitoring and recovery in CX Operations
• Ensure that CX Operations workflow continues without interruption by proactively identifying and pre-emptively managing potential issues/incidents
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance of Issue/Incident handling in MTN and Outsourced Partners
• Put feedback systems in place to improve and adapt services to changing demands and customer service recovery campaigns
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data

Customer Service

• Understand customer needs and input into the development and fine-tuning of systems accordingly
• Empower reports to proactively anticipate and manage customer service impacts creatively using available skills/resources
• Contribute towards initiating change to continually improve all aspects of service delivery
• Assist in identifying trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
• Ensure all customer and operations impacting incidents are attended to and resolved within agreed SLA’s
• Consider the implications of actions to be taken for the customer and the effect of actions on the customer
• Ensure the delivery of first time right service excellence
• Execute on campaigns planned for impact and measure and report outcomes

People  & Culture Management

• Lead and manage direct reports, working with them to support and improve the customer experience
• Attract, develop and retain appropriate talent
• Create and implement personal development plans
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Improve the Employee Engagement Index through valuable contributions of the GCA
• Act as an ambassador for the CX team by living the Brand values and vital behaviours
• Make the environment the best place to work
• Manage Employment Equity and diversity
• Coach and guide subordinates
• 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

QUALIFICATIONS

• B Comm. or equivalent degree
• Call Centre Management Qualification or Certification an advantage with bias on statistics, workforce planning and analytics
• Fluent in language of country with basic command of English

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JOB DESCRIPTION
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