Current Opportunities at MTN

JOB DESCRIPTION

• Highly dynamic and fluctuating Telecommunications industry 
• Highly competitive market with new and established competitors  
• Fast moving industry 
• Legislative requirements 
• Interdependency of systems and the need to understand other systems 
• High focus on customer service – internal customers
• Demanding and continually changing needs of MTN external customers need to be understood 
• Need for continuous change and innovation in delivering shared services in the most affordable and effective method
• Changing and dynamic MTN group requirements requiring service readiness and excellence
• Continuous need for digitising the operations

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

• Develop and execute on the shared services strategy for MTN SA
• Ensure that shared services run efficiently and effectively, and in an agile manner that supports business process and speed of execution
• Design, track and monitor operational KPIs daily, weekly and monthly as per area specific requirements 
• Review and monitor operational KPIs, looking for trends, identifying improvements, isolating areas of concern and implementing corrective actions timeously.
• Review and monitor SLAs with internal customers and external service providers
• Ensure internal controls and internal financial controls are designed appropriately and are effective throughout each financial year, in order to support regulatory reporting such as JSE listing requirements
• Ensure there are processes and tools in place to monitor the implementation and effectiveness of controls, and that these are monitored periodically
• Drive a culture that enables the business and customer focus
• Ensure that there are systems and capabilities in place to enable accurate, complete, authorised and valid transactions, ensuring compliance to MTN SA/ MTN Group policies, and relevant accounting standards and best practices
• Ensure that all finance operational processes, procedures and policies are in place, updated and adhered to the execution of operations
• Ensure effective financial period end close  
• Responsible for managing the external audit process
• Ensure clean external and internal audit findings
• Ensure controls are in place and are effective to minimise fraud
• Ensure the shared services organisation is able to provide services to MTN SA and MTN group in the most cost-efficient manner
• Identify operational risks and proactively develop and manage mitigation plans 

Asset Accounting

• Oversees the asset accounting function – provide strategy, framework and guidance for Inventory management, fixed assets and lease management to ensure real time reporting and adequate controls

Finance Operations (systems, processes, and procedures)

• Provide strategy, guidance and support to ensure financial control procedures are operationalised in all spheres of the business
• Liaise with other areas of the business to discuss system changes to ensure optimal functionality of the system
• Generate proposals for processing improvements and new technologies to suit the needs of the department, improving processing efficiencies and the control framework.
• Ensure process delivery with expected service objectives and quality
• Take ownership for end-to-end process and service delivery
• Solve escalated operational issues and act to prevent it in future
• Bring constructive, challenging ideas to drive Process standardisation and take ownership of the agreed actions
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organisations within and outside the industry. 
• Oversees the effective functioning of Procure to Pay and Cash book payments, Payroll and Operational Banking 

Sub-Ledger Close and General ledger

• Ensure the audit of all sub-processes is maintained out of the financial operations organisation
• Provide strategy, guidance and framework for the sub-ledger and general ledger

Inter-company transactions (local and international)

• Provide the framework for intercompany transaction to ensure all intercompany transaction are in line with policies, and supported by loan agreements where applicable
• Ensure tax requirements are adhered to for intercompany transactions 
• Drive adherence to OPCO policies in terms of systems, processes and procedures.
• Ensure recovery of intercompany balances owing to MTN SA
• Ensure all strategic projects that involve MTN Group Operating Companies are supported by approved cross charging models and agreements where SA is a counterparty
• Ensure that all intercompany transactions processes, procedures, and policies are in place, updated and adhered to 
•  Partner with the Accounting team to research and respond to commissions inquiries CC

Compliance

• Provide strategy, guidance and framework for internal financial control, governance, risk management and compliance.
• Take responsibility for ensuring that appropriate risk management processes, policies and procedures are in place and are effective, for the broader finance organisation
• Support the CFO in automated reporting to Exco, Audit Committee and Board on the financial control environment and other matters as and when required
• Take responsibility for the JSE attestation on Internal Financial Controls for year end reporting or as and when required
• Take responsibility for ensuring the accuracy of the accounting and control information contained in the organisation’s accounting systems 
• Support the CFO & Executives in developing and delivering the organisation’s financial and business strategy 
• Continuously review financial, control and management information systems and procedures, implementing improvements across the organisation in consultation with the CFO & Executive 
• Update, review and document the organisation’s financial policies and procedures 
• Ensure accuracy of financial and related information held outside the finance systems, such as by HR, membership, or in programme budgeting systems
• Ensure the development of a framework to conduct data quality audits 
• Design and implement overall governance frameworks, definitions, and controls over financial BI environments 
• Ensure controls are in place and are effective to minimise fraud
• Review MTN exposure to operational risk now and in the future, and advise accordingly
• Take accountability for Controls Self Assessments in the broader Finance organisation
• Facilitate the resolution of all internal and external audit points across the business
• Support running and completion of external audits 

Operational effectiveness enhancement Projects - FinOps 

• Determine, document, and review requirements for projects within the scope of the FinOps value stream or impacting processes and systems 
• Develop and ensure  the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects 
• Manage project and initiative risks 
• Perform post implementation review of projects 
• Perform benefit realisation reviews of implemented projects

Stakeholder Engagement

• Build collaborative relationships with key stakeholders to understand their requirements 
• Build and maintain relationships with stakeholders to ensure business performance management and business analysis needs are understood and supported.
• Communicate relevant progress and achievements to stakeholders on a regular basis to manage their expectations. 
• Ensure that all deployed business capabilities are successfully adopted by our stakeholders. 
• Develop comprehensive change management strategies, approaches and plans that are tailored to effectively transition through change.
• Support the financial control teams on issue management, improving controls and understanding on AP and AR processes, discussing, and changing as required to business change

RESPONSIBILITIES
Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision

• Ability to design and implement effective finance operational strategies 
• Ability to drive large scale and complex change
• Entrepreneurial drive, willingness to take responsibility, high ambition, and the ability to achieve goals collaboratively
• Excellent verbal and written communication and interpersonal skills to effectively collaborate with internal and external stakeholders
• Effective and excellent report writing skills
• Understanding of Business Process Ownership (BPO)/ERP/System Integration and how to procure these systems
• Adept management of executive teams and encouraging buy in to the shift in focus and culture 
• Experience in working within the Tech, Media, and Telecoms Industry
• Ability to plan, organise and prioritise workload, including co-ordinating with others and ensuring that statutory and other deadlines are met. 
• Work as part of a team and independently to deliver a common goal or objective 
• Ability to deal with difficult situations and make decisions on the best course of action
• Excellent technology skills including ERP, Automation and Cognitive Tools, Reporting Tools, etc.
• Proficiency in relationship building, networking, persuasion, and influential skills. Excellent verbal, written communication, and negotiation skills
• Change Management
• Decisive and can prioritise 
• Able to coach less experienced colleagues to improve their learning curve
• High attention to detail and ability to adapt to change/flexibility
• Experience with Oracle. Ensure that correct systems are available for staff to perform duties 
• Work better and smarter for cost savings 
• Explore innovative ways to automate as much as possible. Cognitive Automation; Automation – RPA (assessment and design); Machine learning
• Find ways to provide a faster and more effective service – initiate special projects 
• Benchmark across the industry as well as and other industries, which will facilitate the input of strategic insights into new developments 
• Establish sound relationships with banks 
• Steward & Operator
• Data Management (incl. big data)
• Understanding big data tools and technology
• Monitoring and visualisation of Drivers & KPIs
• Process assessment and redesign 
• Lean, Business Process Re-engineering

Key Metrics 

• Performance manage framework
• KPIs implemented
• Costs control and efficiency savings 
• Compliance to company procedures and legislative requirements (where applicable) 
• Customer satisfaction (360° evaluation)
• Internal financial controls effective
• Business cash-flow requirements are met 
• Liaising with auditors on all matters as applicable 
• Accurate and timeous payment of staff and suppliers 
• Effective policies and procedures for financial control 
• Ensure that correct systems are available for staff to perform their duties 

QUALIFICATIONS
Education:

• CIMA or CA(SA) – NQF level 7
• MBA/ Masters advantageous
• Membership of an Accounting- or financial regulatory body

Experience:

• Experience in leading finance operations/ shared services (at least 5 years) with last 3 years working with Board/ exco/senior management, in the relevant sector/ industry as per relevant role 
• People leadership experience in a shared services environment
• Experience in leading large transformations
• Experience in creating and executing strategy
• Experience working in a global/multinational enterprise (understanding emerging markets advantageous) 
• Worked across diverse cultures and geographies 
• Obtained varied experience/ experience in different areas of the business
• Excellent people management skills in a high-volume finance processing environment
• Experience of managing and delivering change in operational finance environment, able to operate at pace in a fast-changing complex environment to manage competing priorities effectively
• Expert in Performance management using KPIs, SLAs and how to monitor end-user satisfaction 
• Experience of building and maintaining effective and complex stakeholder relationships and networks, including the ability to quickly build quality relationships with an ability to influence at very senior level
• Inspiring leadership, with the ability to build teams and provide direction harnessing the talents of people and creating an inclusive, ambitious, outward-facing and professional work environment
• Previous experience and proven track record of new process design and system implementation for a centralised finance function, including automation of processes
• Previous experience and proven track record to create and maintain robust controls within centralised finance operations
• Passion for automation and building efficient processes
• Excellent communication and writing skills
• Attention to detail

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ABOUT THE TEAM

The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

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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Strategic input

• Assist the SM: Consumer Business Unit in defining relevant Commercial Legal frameworks to be implemented within Commercial Legal & across the organisation
• Contribute to the implementation of the enterprise corporate strategy for MTN SA and the various business functions supported, ensuring alignment of all activities undertaken to the overall business strategy.
• Contribute towards long-term forecasts and predictions (2-5 years).
• Provide strategic input to the MTN SA business functions from a commercial legal perspective, with due cognizance of the broader business imperatives MTN SA, specific business units and considering the long term (1-2 years) implications of actions on the viability of the business from a broader perspective

Operational Planning and Process Enhancement

• Conduct ongoing research, maintaining current knowledge of changes in legal frameworks and developments in the industry including from technical, operational and legal aspects
• Provide input into the development of MTN SA departmental policies, procedures and structures and advising on departmental strategy and budgets
• Drive best practice, continuous improvement and innovation at process and procedure level within MTN SA
• Manage process of identification of critical issues that could arise and taking into consideration the long term (1-2 years) implication from a broad perspective
• Identify efficiencies & standardizing way of work, mapping processes to give effect thereto and ensuring alignment to departmental objectives 
• Provide input to the development of standard documentation, including contracts, letters, reports, notifications etc.

Commercial Legal Support

• Manage legal requirements, transactions and initiatives within MTN, with a primary focus on Sales & Distribution.
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company’s Technology Division in implementing its strategy relating to network infrastructure build and ICT contracts and projects, which includes providing legal advice and opinions 
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company in relation to the sale and distribution of MTN SA’s  goods and services, which includes providing legal advice and opinions
• Support the MTN SA business functional areas of the business, proactively identifying legal risks/ issues that could arise and providing commercial legal advice to executive management and staff in these areas, focusing on complex commercial transactions, litigation and risk identification and mitigation
• Support the Regulatory department in Private Law and in all court’s processes
• Ensure compliance with law in all fields related to Commercial Legal in MTN SA business functions
• Assist the SM: Consumer Business Unit in the administration of all matters and rendering of legal advisory services to MTN SA business functional areas
• Participation in all contracts & commercial negotiations with third parties, carrying out tasks allocated to you and handling complex negotiations, contract agreements
• Providing legal input in all meetings which the Commercial Legal department is involved in 
• Validate legal recommendations, taking in consideration the impact thereof on other areas of the business and their interdependencies.
• Review major contract agreements to ensure compliance and MTN SA interests – structure local and international commercial transactions, drafting and reviewing related contracts (e.g. agreements with dealers, partners, vendors).
• Ensure contract drafts are aligned with MTN SA standard legal templates and update legal policies and procedures in line with best practices, Conceptualise and deploy innovative methods for contracting for digital products and services and management of legal relationships between the company and its trade partners.
• Attending to all legal queries from various departments, participate in dispute resolution and manage litigation matters for MTN SA business functions.
• Ensure compilation and maintenance of a bank of precedents
• Represent MTN SA in court whenever required
• Ensure that all legal information for MTN SA business functions is properly uploaded in Enterprise Contract Management tool or whatever applicable contract management tool
• Advise executive management on corporate governance issues, certain regulatory issues and the impact of new and/or amended legislation and the risks associated therewith.
• Provide Corporate Secretary of MTN SA and Group with the appropriate legal support, maintain a good working knowledge of company secretarial functions and corporate governance requirements including King III.

RESPONSIBILITIES

Task Complexity:

Strategic input

• Assist the SM: Consumer Business Unit in defining relevant Commercial Legal frameworks to be implemented within Commercial Legal & across the organisation
• Contribute to the implementation of the enterprise corporate strategy for MTN SA and the various business functions supported, ensuring alignment of all activities undertaken to the overall business strategy.
• Contribute towards long-term forecasts and predictions (2-5 years).
• Provide strategic input to the MTN SA business functions from a commercial legal perspective, with due cognizance of the broader business imperatives MTN SA, specific business units and considering the long term (1-2 years) implications of actions on the viability of the business from a broader perspective

Operational Planning and Process Enhancement

• Conduct ongoing research, maintaining current knowledge of changes in legal frameworks and developments in the industry including from technical, operational and legal aspects
• Provide input into the development of MTN SA departmental policies, procedures and structures and advising on departmental strategy and budgets
• Drive best practice, continuous improvement and innovation at process and procedure level within MTN SA
• Manage process of identification of critical issues that could arise and taking into consideration the long term (1-2 years) implication from a broad perspective
• Identify efficiencies & standardizing way of work, mapping processes to give effect thereto and ensuring alignment to departmental objectives 
• Provide input to the development of standard documentation, including contracts, letters, reports, notifications etc.

Commercial Legal Support

• Manage legal requirements, transactions and initiatives within MTN, with a primary focus on Sales & Distribution.
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company’s Technology Division in implementing its strategy relating to network infrastructure build and ICT contracts and projects, which includes providing legal advice and opinions 
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company in relation to the sale and distribution of MTN SA’s  goods and services, which includes providing legal advice and opinions
• Support the MTN SA business functional areas of the business, proactively identifying legal risks/ issues that could arise and providing commercial legal advice to executive management and staff in these areas, focusing on complex commercial transactions, litigation and risk identification and mitigation
• Support the Regulatory department in Private Law and in all court’s processes
• Ensure compliance with law in all fields related to Commercial Legal in MTN SA business functions
• Assist the SM: Consumer Business Unit in the administration of all matters and rendering of legal advisory services to MTN SA business functional areas
• Participation in all contracts & commercial negotiations with third parties, carrying out tasks allocated to you and handling complex negotiations, contract agreements
• Providing legal input in all meetings which the Commercial Legal department is involved in 
• Validate legal recommendations, taking in consideration the impact thereof on other areas of the business and their interdependencies.
• Review major contract agreements to ensure compliance and MTN SA interests – structure local and international commercial transactions, drafting and reviewing related contracts (e.g. agreements with dealers, partners, vendors).
• Ensure contract drafts are aligned with MTN SA standard legal templates and update legal policies and procedures in line with best practices, Conceptualise and deploy innovative methods for contracting for digital products and services and management of legal relationships between the company and its trade partners.
• Attending to all legal queries from various departments, participate in dispute resolution and manage litigation matters for MTN SA business functions.
• Ensure compilation and maintenance of a bank of precedents
• Represent MTN SA in court whenever required
• Ensure that all legal information for MTN SA business functions is properly uploaded in Enterprise Contract Management tool or whatever applicable contract management tool
• Advise executive management on corporate governance issues, certain regulatory issues and the impact of new and/or amended legislation and the risks associated therewith.
• Provide Corporate Secretary of MTN SA and Group with the appropriate legal support, maintain a good working knowledge of company secretarial functions and corporate governance requirements including King III.

QUALIFICATIONS

Education

• LLB + admission as an attorney OR advocate
• Masters degree will be advantageous

Experience:

• A minimum of 5 years post articles experience, including Commercial law, Commercial Business
• Experience in providing legal advice on matters, transactions and regulatory issues relating to Sales and Distribution. 
• Experience in the telecommunications industry an advantage
• Experience in providing legal advice on matters of Corporate Governance (including Companies Act), Companies Act & Compliance would be advantageous
• An understanding of Contracts & Commercial Management would be advantageous
• An understanding of Land Ownership & Tenure (public, private & communal land) would be advantageous
• An understanding of Company Law is a must;
• An understanding of the BBBEE ACT and an understanding of Intellectual Property, 4IR and related concepts would be advantageous (Data Sciences, Artificial Intelligence etc.)

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

• To coordinate the execution of all marketing activities and marketing promotion plans within all Consumer and Business Channels including coordination of all projects and events
• To ensure best practice in marketing within the channel in alignment with organisational strategy
• Ensure that execution of plans are aligned to local market preferences

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 industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Diverse needs in various local areas
• Fast paced environment
• 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
• Participative environment – highly diverse and team-focused
• Reliant on third parties to execute functions

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

• 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.
• The coordination of marketing solutions and service excellence to ensure effective sales and promotions of products throughout all regional sales channels
• To understand, anticipate and capitalise on changes in consumer behaviour
• Drive relationships with Internal and external stakeholders
• To achieve measurable results

Operational Coordination and Marketing action plans alignment and implementation

• Implement sales and service campaigns in alignment to regional marketing strategy.
• Implement Regional planning in terms of marketing activities for the trade
• Determine what activities take place in the region that generate sell through of product and offers
• Manage OEM model and OEM relations at Regional Level
• Review and implement MTN and OEM incentives in the trade environment.
• Co-ordinate the execution of the marketing action plans across all channels
• Co-ordinate and use of the production POS material within the channels with external suppliers
• Co-ordinate the use and design of all new POS and marketing elements with the region
• To give feedback on regional promotion and incentive programmers to improve business.
• Arrange and co-ordinate all regional activities, events, sponsorships within the region
• Co-ordinate the dissemination of communication to region.
• Make inputs with regard to the long term implications of action plans from a broad perspective
• Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
• Identify and explore innovative ways to enhance the consumer and business channel performance and marketing mix
• Understand, and collate innovate ways, local requirements and action plans for the different regions in relation to the execution and implementation of the strategy, to also liaise with the approved stakeholders.
• Co-ordinate the Implementation of BTL projects and elements
• Coordination of production of BTL elements
• Implementation of the BTL projects approved and execution of BTL elements
• Co-ordinate the execution of sales via marketing activities at a regional level.

Relationship building and maintenance

• Build and maintain relationships with all stakeholders, including suppliers, stores, shopping malls and community leaders and representatives
• Follow up on and respond to all queries
• Maintain good communication and relationships

Report Generation

• Generate Weekly & Monthly reports pre & post promotions, as required.

Budget Management

• Contribute to the forecast and offer input into the budget
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budget
• Identify areas where money is lost and seek ways to reduce expenditure
• Identify and communicate opportunities to generate additional revenue

Customer Satisfaction

• Establish and build relationships with all relevant stakeholders
• Align service delivery to local market segments
• Understand customer needs and develop and fine-tune delivery accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery

Deliver measurable results

• Collaboration: Refers to formal and informal relationships
• Responsibility towards: who are they and what do they receive from the incumbent.
• Direct reports: None Matrix reports: Trade Marketing Manager Key customers: Stores (owned & non-owned), retail chains, informal channel Direct and Indirect Key suppliers: Marketing, Contractors, Activations Agencies, Printers, Media Houses, Media Booking Agencies, Media Relations, etc.: Internal Departments, outsource companies, shopping malls, community leaders, suppliers, agencies, retail outlets (both owned and non – owned), retail chains, informal channel Direct and Indirect
• 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.
• Work is done according to practical, clearly structured work procedures
• Make decisions to drive adjust the execution of the marketing activities in order to align them culturally to the local market
• Use information to deliver in-built excellence
• Make judgement calls to ensure delivery of highest quality and excellence
• Make judgement calls regards the customisation of given strategies into a local flavour, without transgressing the overall plan, policies or procedures

Prioritisation of work

• Decision-making that is effective and responsible for profit and customer and business sustainability and growth
• Implement efficiencies and effectiveness of systems and processes

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

Education:

• Post matric qualification in marketing communications or similar relevant qualification
• Project planning diploma, or similar qualification or proven experience

Experience:

• At least 3 years of Industry experience
• Experience in the execution of marketing and promotions
• Experience in Project management
• Experience of Informal Markets
• Market Insight

Training:

• Procedures and processes
• Products and Services
• Systems training
• Computer training
• Project management
• Marketing

Competencies

Knowledge:

• Knowledge of quality standards
• In-depth knowledge of standard operating procedures
• Knowledge of MTN business processes and procedures
• Computer Literate, including MS Office applications
• Familiar with MTN products and services
• Knowledge of market segmentation
• Understanding of market research and ability to interpret trends

Skills / physical competencies:

• Relationship skills – to build relationships to facilitate efficient execution of marketing activities
• Priority setting skills – able to manage time, tasks, tools and outputs in order to meet pre-determined deadlines
• Problem solving skills - practical troubleshooting
• Communication skills (written / verbal)
• Ability to coordinate and organise
• Scanning skills – to search for new ideas, trends and principles
• Business acumen –understanding of the business as a whole
• Marketing acumen – in tune with customer and market needs
• Negotiation skills
• Analytical skills
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information
• Culture diversity management skills
• Stress management skills
• Presentation skills
• Ability to execute a mall type promotional activity

Behavioural qualities:

• Team orientation – working in an integrated team environment
• Strong relationship and networking skills
• Influencing skills
• Communication skills
• Focus and persistence
• Reliable and dependable
• Assertive – being tough when necessary without fear or favour
• Proactively drive the activities
• Initiate ongoing changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Attention to detail
• Highly driven and motivated individual, with strong personal presence, integrity and resilience
• Decisive
• Action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus

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

• Quality of execution of marketing activities
• All logistics arranged according to instruction and within budget
• Relationships and networking
• Queries resolved timeously
• Expenditure within budget
• Customer satisfaction index (CMAT targets)
• Measuring market share and sales
• Innovation, creativity and originality of event – “WOW” factor

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Key Performance Areas: 

Strategic Input

• Translate the strategic intent of MTN SA into clear deliverables for the enterprise and fixed technology portfolio
• Provide strategic direction and technical oversight for MTN enterprise customers pertaining to the implementation of new tools, technologies, solutions and methodologies 
• Ensure alignment to overarching strategies for execution
• Manage the technology strategy for Enterprise, Wholesale and Digital customers.

Solution Delivery

• Manage the Design and Optimisation of the Technology Enterprise Systems within the Core, IP and Access networks in line with the business requirements of MTN SA (required timelines, budget constraints and quality standards).
• Serving as the interface between customer facing entities and the various technical areas for the design, architecture and development of new sales engagement processes.
• Translate customer ICT requirements into network solutions.
• Undertake Technical Regulation assessments in order to take solutions to clients
• Develop and continually Optimize the end-to-end process flow to ultimately ensure customer satisfaction
• Gather and analyse product and service requirements from multiple customer facing entities.
• Develop relevant documents  as input to technical teams 
• Provide feedback to requestor in the form of consolidated high-level solution architecture documents, costing and time lines.
• Design and implement workaround solutions and out-of-the-box thinking to ensure speed to market.
• Develop bespoke SLAs that meets customers requirements
• Develop innovative network solutions with a strong focus on converged products that differentiate MTN in the market.
• Ensure product integration management by defining an end-to-end network architecture to support converged approach.
• Provide consolidated technology based innovation, concepts and roadmaps to satisfy business requirements and create new demand.
• Ensure vendor management of equipment and solution providers.
• Ensure Solution Architecture business plan objectives are met.
• Drive implementation of solutions and inventory
• Ensure solutions provide excellent customer experience for end subscriber. 
• Match solution requirements to device capabilities during solution development process.
• Understand industry trends and adopt them in customer solutions
• Provide input into the demand management of network and platform infrastructure for Fixed and Enterprise networks
• Ensure the right forecasting and demand management processes to cater for capacity and growth
• Ensure the right technological trends are incorporated into infrastructure planning to build a future proof network
• Develop and grow long term relationships with key corporate customers, vendors, MTN Business, Wholesale stakeholders as well as the Digital team
• Initiate required technology changes to ensure alignment with the strategic direction of the company 
• Define architectural requirements for converged solutions and required processes 
• Manage business analysis of customer demand correlated to existing and possible solution deployment 
• Develop integrated costing models and scenarios for requested solutions 

Profitable Growth

• Convert proposed solutions into sales through high quality solution documentation, presentations, client engagements
• Ensure that MTN SA has infrastructure and platform plan for enterprise and fixed solution development 
• Develop the Business cases for all Solutions (Service on Demand) in the Enterprise, Wholesale and Fixed technology domain together with commercial units
• Build inventory at the right cost structure for MTN Business, Wholesale and Digital team in order to achieve profitable revenue targets

Operational Excellence

• Analyze and evaluate customer business and technical requirements 
• Architect solutions using appropriate technologies which meet functional and non-functional requirements 
• Document, design, develop and support the management of:
  • ICT
  • Mobile
  • Fixed
  • Converged
  • Wholesale
• Define and maintain standards, procedures and policies related to Solutions management
• Assess risk factors and limitations of current systems and identify areas of opportunity for mitigation and improving team performance 
• Provide technical assessments of current and proposed methodologies for Enterprise and Wholesale Business Units 
• Perform analysis of alternative and market research studies that provide data which aid in the selection of tools, technologies, solutions and methodologies 
• Interpret, implement and adhere to applicable and/or prescribed level technology standards, policies and directives 
• Collaborate with other technical leads, participate in problem-solving and root cause analysis efforts 
• Articulate, in writing and verbally, the impact of architecturally significant change requests 
• Maintain knowledge of current and emerging tools, technologies, solutions and methodologies 
• Provide subject matter expert support to Sales teams, Systems Engineers, other Systems Architects, and application teams 
• Provide detailed development cost, resource, and technology estimates for proposed solutions. 
• Ensure accurate and timely business and performance reporting process
• Ensure appropriate business predictability across all infrastructure projects
• Ensure the right service organisation structure to enable better client experience
• Ensure the client-centric tools / systems are implemented, accurate and accessible to all stakeholders
• Continuously develop and recommend internal client service models to align the business performance
• Ensure that a process is in place for seamless handover between all divisions and client service
• Effective budget management

Client Relationships

• Implement a cross-functional solution development model, interfacing across multiple areas e.g.  PMO, Network, Customer Experience, Marketing, Sales, Product Development, MTN Business, Wholesale, Regulatory  and external parties (e.g. suppliers)
• Establish and maintain internal and external relationships
• Build strategic relationships with key stakeholders by developing a stakeholder strategy
• Partner with relevant internal and external stakeholders to support and improve service delivery
• Develop standardised operations plans to ensure reliable delivery of services to clients 
• Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans 
• Work closely with sales team to understand demand of services in the Enterprise and Fixed  markets
• Design robust network architectures to ensure high quality of customer experience and high availability of services
• Ensure effective and efficient service escalation processes are in place
• Be a custodian for customer engagement across the business
• Support aggressive market share programme

People and Culture

• Lead, develop and coach the Enterprise Technology Services team
• Act as an ambassador and role model for the Network Group and MTN Business by living the brand values and vital behaviours
• Make  environment the best place to work
• Ensure a culture of continuous evaluation and improvement

Governance and Control

• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Implement proper controls and processes to minimise revenue leakage
• Ensure proper project controls are in place to manage financial and operational risks across the business 

Financial Management

• Manage financial modeling of current customer as well as future customers and technologies. 
• Manage expenditure in line with agreed budget
• Ensure contract governance is in place and administered at all levels 

Project Delivery

• 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

QUALIFICATIONS

Minimum Requirements  

Education:

• 4 Year Tertiary qualification in Engineering or equivalent
• MBA / Masters advantageous

Education Experience:

• 10 years Experience working in a Converged (ICT, Fixed, Mobile) Product environment
• 5 years’ experience in designing, building and supporting technology infrastructure for enterprise customers

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JOB DESCRIPTION

• To drive the implementation of the Branded Channel Regional Sales and Service strategy within MTN Shops, maximising MTN’s growth, profitability and market share in alignment with overall business strategy.
• To manage the delivery of the POS Shops sales and service action plans and the implementation of controls and standards for optimum performance and alignment strategy.

RESPONSIBILITIES

Input into Operational Planning

• Provide input into the long-term plan (1-2 years) for the MTN Shops in the region
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level
• Input into identifying ways to fine tune systems and methods of service and product delivery in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further

Internal processes

• Drive implementation of MTN policies, processes and systems at POS level, ensuring compliance with the set operational framework and monitor the execution thereof, making recommendations for corrective actions where necessary
• Identify and facilitate improvement opportunities and initiatives at system, process and procedural level to drive optimal and efficient sales and service levels
• Ensure that systems and controls are in place for optimal stock management and accurate forecasting at the shops assigned
• Ensure effective methods and standards are in place for delivery of Customer Experience as defined by MTN SA
• Identify, resolve or escalate business risks accordingly
• Alert stakeholders to potential regional opportunities and risks relating to MTN SA

Own Store Supervision and Sales Growth

• Coordinate and manage the activities of Shops in the assigned area region to ensure effective and efficient delivery of the Branded
• Channels Regional strategy, action plans and required customer experience
• Drive and ensure execution of initiatives and activities consecrated in the own shops regional action plan in the allocated regional area, adopting corrective action where applicable
• Ensure and facilitate implementation of promotional plans and materials as defined by MTN SA
• Manage and maintain account plans and targets for the assigned POSs
• Pursue opportunities to increase sales in the shops within the regional area scope
• Determine and drive implementation of the best methods to reach sales, revenue and churn targets as defined for the assigned regional area, following strategic, channel and regional guidelines
• Ensure that assigned stores' management understand objectives and targets and are able to achieve required service levels
• Permanently monitor the marketplace and proactively liaise with Regional Manager, Marketing and other Sales and Service areas to adapt plans when relevant
• Conduct and assist in the relevant analysis of market knowledge, trends and competitive information, escalating information to the business as required
• Provide input into forecasting of devices / P&S needs for the area and liaise with relevant areas to ensure availability
• Manage obsolescence in the POSs in the assigned area, ensuring sell through of product and stock
• Liaise with Regional Managers or other relevant areas to ensure effective POS materials availability
• Identify training needs and liaise with Regional Managers, Trade Partner Supervisor, Channel Representatives or other relevant areas to ensure sales teams are trained and skilled to engage with customers and provision of effective sales and service argumentation and tools.
• Propose innovative promotions for the assigned shops to ensure fulfilment of channel regional objectives
• Resolve issues/ queries and liaise with relevant areas within MTN to escalate issues/ queries, monitoring / resolving / escalating channel conflicts that arise.

Budget Management and Cost Control

• Provide input into the forecasting, planning, development and review of the budget for the assigned points of sale ensuring that it provides MTN with return on investment
• Communicate, monitor and control the annual budgets for the assigned points of sale, assisting to ensure optimal budget management and attainment of targets and reporting as necessary
• Control the financial planning and performance of the assigned shops, including forecasting, planning and managing cost of sales, to ensure compliance with budget
• Ensure effective cash management and efficient use of financial resources
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios
• Identify opportunities to generate additional revenue and minimise costs
• Report on achievement of monthly targets

Customer Satisfaction and Service

• Ensure the delivery of service excellence and customer satisfaction by the assigned shops as measured by CSI
• Ensure delivery on customer specific regional strategies at the assigned POS, in alignment with overall Customer Service strategies
• Understand customer needs and provide input into the development and fine-tuning of systems and processes accordingly
• Keep abreast of and pursue opportunities to increase sales and quality of service provided
• Contribute towards initiating change to continually improve all aspects of service delivery
• Assist in identifying trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Monitor customer-related system efficiencies, and the measurement thereof
• Adopt a proactive approach to prevent problems from arising in the future

Reporting

• Report on results for the assigned area (activity, budget compliance and customer/ stakeholders feedback) to the Regional Manager
• Ensure ongoing communication to critical stakeholders

QUALIFICATIONS
Education Standards 

• Minimum of 3 year Degree / Diploma in Commerce (Marketing / Communication) or related 
• Fluent in English and language of Country preferable

Experience 

• A minimum of 3 years of experience in an area of specialization, with experience of supervising others
• Experience working in a medium organization.

go to method of application »

The VAS domain covers the following systems : SMS, SMS Firewall, Message Interworking Router(MIR), USSD, Callback, MMSC,  Advertising systems, VAS-HLR(Consolidated source of subscriber information),  DMC(Device Management System), DB4(quadruplet database of MSISDN, IMEI, IMSI, IP), EIR, SIFT(Subscriber Information For Third Parties), VAS-HLR(Value-Added Services Home Location Register), Omni-Channel Engagement Platform(OCEP),  IVR systems and applications, Voicemail, DP/WIG( SIM and Device OTA Management Platform), Crypto System( Used for SIM Key generation), Prepaid SIM activation system SIM Application Management,    Call Centre telephony system,  Voice Recordings, Work Force Management(Scheduling of agents  and monitoring of agent activities)

• The role is influenced by MTN marketing & various Business unit demands and roadmaps. 
• It is also affected by global telecommunications and IT technology evolutions, trends & influences and the requirement to remain leaders in the GSM field
• Impacted by MTN Group directives
• The IS area has to deal with the rapid advancement of systems and technology within the following areas
  • OSS (Operational support systems) and BSS (Business support systems) layers
  • Various Network platforms enabling many Billing, VAS and ISP network functions
• Deal with and environment that is highly regulated and legislated
• Deal with the consequences of operating in highly specialised environment where there is often a dire skills shortage
• IT environments with the Telecommunication industry do not tolerate the stoppages, breakdowns and low level of service
• Vendors/suppliers are inconsistent and have different methods of working which makes applying consistent rules of engagement a challenge
• Technical support and escalation often need to be ‘out of the country’ – with time lags for resolving critical issues
• When major issues/incidents arise on systems one will need to assist Operations in a “hands-on” fashion
• Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these 
• Ensure that systems can deal with high transactional volumes wherein many environment also require low latency in order to properly fulfil real-time subscriber interaction requirements

Governance

• Follow all corporate governance procedures in place
• Ensure that changes to the current environment are properly documented and tested before promoting into production. Post production changes should be documented and managed.
• Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to ensure timeous delivery of requirements
• Support Revenue Assurance functions to understand issues and resolve any revenue issues or leakage
• Create visibility of changes to core systems, data and products by informing the organisation of changes
• Support assessment of Portfolio maturity on an annual basis
• Influence and implement aspects of data security policies
• Support the creation of critical Policies, Processes or Procedure such that Business risk is managed which also ensures that any ISO certifications can be maintained and ensure that they are being utilised in day to day operations

Tactical Planning and Operations

• Continually assess new VAS technologies in the market from existing  vendors,  Group approved vendors and new emerging vendors  to optimize existing solutions, reduce HW footprint, reduce CAPEX and OPEX etc 
• Future proof systems based on new and evolving standards and technologies
• Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
• Carry out proof of concept environments to demonstrate the viability of new technologies and assist with requirements definitions
• Ensure delivery of (authorised) projects according to the prioritised project list
• Ensure the one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
• Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these and supply a an end result that meets any IS quality standards
• Ensure professional system documentation is up to date at all times
• Ensure that any common business rules, metrics and measures set in IS are followed
• Provide input into the design of technology solution architectures with a 2 to 5 year horizon. Focus for both converging IT, Telco technologies and future ICT requirements
• Engage with other operations to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer
• Assist in the evaluation of new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company’s IS systems

Internal Processes Full system co-ownership

• Planning and Operational areas need to function as a cohesive unit
• Working relationships with Operational area must include:
  • Discussing status of projects
  • Discussing new projects on the horizon
  • Discussing system issues that may or may not require planning analysis
  • Ensuring that Operations is involved in a project every step of the way, such that they can prepare for ATP work and any roll-out activities
  • Provide Operations the opportunity to provide ideas on system evolution from the perspective of maintaining platforms on a day to day basis
  • Perform ATPs with Operations and vendors
  • Help test system functioning through the application of custom scripts

Common area for capturing and updating of Project Info

• Make sure that updates to project information is done in a centralised manner such that the following is always up to date:
  • Scope Summaries
  • Project Status
  • Risks and Issues
  • Fully unpacked Scope and Taxonomy
  • Costs
  • Project Chronology

Delivery of Internal Business as Usual Projects

• Continually identify the following in your area
  • Capacity Upgrades that are required due to Network Traffic
  • Software Upgrades required to ensure adherence to maintenance agreements
  • Aspects of a system that have not been performing optimally that require changes to architecture
  • Hardware that is reaching end of life and requires replacement
• These constitute all BAU project work that needs to take place in any given year and need to be executed on time and on budget

Skill Tracking incl Self Learning

• Make sure that you demonstrate effort to develop your own skills which helps with your career by
  • Making sure that you are going on as many courses a year and are reviewing your development with Line Management
  • Making use of any CBT training that the Company offers
• Demonstrate self-motivation such new skills are gained "on the job" which don't always require course work. This demonstrates self-learning ability
• Keep track of:
  • Courses you have done
  • Development you believe you need
  • Skills have been self-taught
  • Extra studies of professional bodies
• Using what you keep track of and also rate yourself and further knowledge you believe you need to gain
  • This enables Line Management to better guide developmental needs through a more complete perspective of skills and needs

System Ownership

• One is allocated a set of systems for which you have the primary responsibility and a set of systems for you have a secondary responsibility
• Although a lot of project focus would be on primary systems one is required to do project work on secondary systems to ensure balance and continuity
• Any system within the Service Delivery space can be allocated and one will be expected to take up many new challenges

Information Management

• Work with Line Management to ensure that all documentation, scripts and project information in stored in a central fashion and is easily accessible to the team
• Ensure that methods for applying versions are logical and consistently followed

Core Planning Functions Living System Logical Architecture Documentation

• Each system required documentation used to convey the full logical architecture of a system with all use cases and functional logic within
• This must be the first port of call when wanting to convey a new requirement or a change to the vendor
• With these documents, the creation of an FRS (Functional Requirements Specification) is quick as the full functioning is already mapped out avoiding any need to reverse engineer
• The success of this document is determined by whether an alternative vendor could use it to reproduce a systems functioning with least 95% level of accuracy
• Make sure these are updated at the completion of every project

Living System Snapshot, Roadmap and Project History Documentation

• Each system requires a document that is updated on a quarterly basis which must cover
  • The capacity of the system (licenses and hardware)
  • The current and historical utilisation of the system (traffic)
  • Functional overview of the system
  • History on projects which incurred changes to the system
  • A Roadmap including:
    • Business as usual projects (BAU)
    • Proposals to Business

Requirement Analysis and the supply of Functional Specifications to vendors

• One needs to play active role in requirements analysis. This means providing comprehensive input on:
  • Business Requirement Definitions
  • Marketing Plans
  • Marketing Road-maps
  • Marketing Strategy
  • Core Network Strategy
  • BAU requirements as identified for each system
  • End to End Solution Architecture Requirements
• And from any final set of requirements a Functional Requirement must be created which serves to:
  • Impart an understanding of the problem space
  • Provide the business and product objectives of the project
  • Give an understanding of where the product and target system are in the context of fulfilling the business objectives
  • Provide detailed and specific instruction to the reader in terms of what the target system or component thereof is required to achieve
  • Provide an understanding of the environmental and business constraints in achieving a solution to the requirements
  • Provide documentation creation and update requirements for the project

Capacity planning for special events or increasing traffic volumes

• Planning of a systems footprint, licensing and utilisation must take place. This includes:
  • Software Upgrades on platforms
  • Hardware replacements or forklifts
  • New hardware
  • Licensing upgrades
• This also includes providing details on topology changes, managing site preparation and working with other areas on Core and IP network integration and design

Innovation and Proof of Concept work

• In any environment one is required to demonstrate possibilities to Business. This usually takes place through what is known as a Proof of Concept (PoC) and can be in one of two forms:
  • Those where a full functional requirement is created for a vendor to provide all aspects to the PoC
  • Using ones multi-skilling in order to demonstrate features which often requires the need to write scripts and/or small ad-hoc applications in order to perform such a demonstrations quickly and therefore at the lowest cost

System Reporting and E2E testing

• There has to be a focus on Systems relating to driving
  • Subscriber Experience testing
  • System utilisation reporting
• This requires:
  • Deep system knowledge
  • Database and report writing skills
  • Scripting and general development/coding skills

Incident and Event Reporting

• Each year there is at least 1 event (Festive Season) that needs to be planned for and constitutes:
  • A Capacity and mitigation plan prior to the event
  • A Post event report on the traffic experienced and any learnings from issues that arose during the event
• Each year any system would have a few major incidents that would happen and Operational areas require assistance on assembling these

Financial Vendor Relations, Leverage and Quarterly reporting

• Meet with vendors as least twice a year
• Convey problem areas to vendors and request action plans
• Ensure that vendors supply quarterly reports on system health and utilisation and anything else as per contract
• Ensure that assistance is provided to obtain maximum value for minimum cost from vendors

Budget assistance and tracking

• The Living System Blueprint, Topology, Utilisation, Roadmap and Project History" for each system is to contain a roadmap of projects requiring funding
• Spend must be kept which includes tracking of the following:
  • Breakdown of spend (tangible and intangible software, licenses and hardware)
  • Project numbers
  • Requisition numbers
  • PO numbers
  • Invoice numbers
• All funding must be capitalised within the targets set by MTN

Assistance with Yearly CAPEX Plans and tracking spend through the year

• Ensure that team members are working together to ensure that spend is kept track of, including:
  • Breakdown of spend (tangible and intangible software, licenses and hardware)
  • Project numbers
  • Requisition numbers
  • PO numbers
  • Invoice numbers
• Must work with Line Management to:
  • Tally up all spend and budget positions on a regular basis
  • Extract all Roadmap-items from team members and supply full budget requirement breakdowns each year
  • Ensure that capitalisation targets are achieved

Assistance with contract negotiations and driving to conclusion

• Update a central location with information on what the vendor supplies
• Update a central location with any particular contract issues that need to be addressed at renewal stage (or with T&C changes and brand new contracts)
• Drive any internal commercial or procurement area to conclude negotiations between the vendor and legal teams and be available for consulting where required
• Ensure proper fixed pricing is in place and that MTN IPR is protected

Customer Delivery of Business projects

• The primary objectives is to deliver on requirements set by the business and make sure that changes needed on platforms owned take place on time and within budget
• In addition all changes must be of a high quality such that bugs are kept to a minimum to ensure smooth testing cycles

System/Project hand-overs to Operational areas

• Ensure that all systems (or set of systems) are properly documented for Operations by the vendor
  • Documents include:  Installation & Operations Guides, 3rd Party Interface Control Documents as well as  ATPs (Acceptance Test Procedures)
• Supply Living System Logical Architecture and Living System Snapshot, Roadmap and Project History Documentation created from planning activities
• Work with Operations to perform the ATP together with the vendor
  • Assist with any automation of ATP procedures by writing scripts
• Assist with any script writing to put in place End to End test procedures
• Ensure that System utilisation reports are in place

Technical Landscape and Business Proposals

• Present the following to Business as regularly as possible:
  • Underutilized capabilities of Systems
  • Product ideas against these capabilities
  • Future Technical Landscape and how it may influence future products

Education:

• Degree or Diploma in Information Systems or Electrical Engineering (BSc Elec Eng, BSc IT, Bcom IT, Diploma IT)

Experience:

• At least 4+ years’ experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space of which at least 2 years should be applicable experience at an internationally recognized operator. The Senior Systems Engineer must be widely read and know about many facets of Telecoms including open-source projects and I.T. technologies in general
• Project management and business optimisation experience would be advantageous
• Exposure to managing external vendor/supplier relationships and service level agreements
• The following experience is a must for this position
  • A background in System Architecture & Design which includes the creation of highly detailed functional requirements which describe deep functional logic of a system
  • A background in database administration
  • A background in Unix/Linux OS systems administration
  • A background in Hardware and Storage administration

Some solid background in programming (e.g. Java, Python, Perl, PHP, C/C++, C#, VB.Net, Erlang etc) is mandatory

RESPONSIBILITIES

• Internal Suppliers:
  • Network Group
  • Finance and the Internal IS Commercial team
  • Enterprise Services
  • Infrastructure Services
• Key suppliers: 
  • These vary from time to time, but any point approx the output of 1-3 suppliers need to be managed
• Reporting to:
  • Line Manager and Senior Manager of the team into which one Reports
  • General Manager: Service Delivery
• Matrix reports:
  • Specialists: These Engineers, when called upon to do so by Line Management will assume a design authority role or will be required to lead a project and thereby direct work
• Key customers:
  • All MTN SA Business Units(CBU, EBU, CEX, MNS, Legal & Regulatory etc)
  • Product areas within MTN
  • Sales and Customer Services
  • MTN Group Marketing and Technology areas

QUALIFICATIONS

Supervisory / Leadership / Managerial Complexity

• In all matters and decisions to seek consensus with, and contributions from, as wide a group of stakeholders as possible
• Ensure that Customer and project issues are identified timeously, documented, resolved and communicated
• Monitor vendor performance and hold regular meetings to go through all issues. Healthy vendor relationships must be maintained at all times
• Knowledge sharing with other team members
• Knowledge sharing is key to the success of the CIO team and helps with the growth of all individuals and must take place at all times
• Knowledge hoarding of any kind is discouraged and one must strive to openly share knowledge in a centralised and easily accessible fashion
• One must constantly engaging fellow team members in whiteboard sessions (not only in the confines of a project but to hand over any interesting knowledge that has been gained)
• Liaise Core Network and IP Planning (CTO) so that they are aware of projects and new systems being deployed and log projects with them where required
• Collate budgetary input in an area thereby assisting Line Management to track requirements and spend on systems
• Assist with negotiation of domain related contractual agreements with vendors
• Liaise with Billing and RA areas to keep them updated as to billing record formats and traffic cases
• Driving the capture and updating of Project Info and Priorities:
  • Must work with Line Management to list and prioritise projects and make sure
  • Must make sure that updates to project information is done in a centralised manner such that the following is always up to date:
    • Scope Summaries
    • Project Status
    • Risks and Issues
    • Fully unpacked Scope and Taxonomy
    • Costs
    • Project Chronology
  • This means:
    • Constantly working with team members to facilitate discussions on prioritisation with Line Management
    • Playing a mentor-ship role to guide priorities in the team
    • Motivating team members such that quality updates on project information and status is always done (including reviewing and commenting on these updates)
• Key Customer Relationship Management:
  • The Business always needs help to understand system capabilities and how these can help drive their various initiatives and product Road-maps
  • One needs to freely offer up this type of knowledge day to day interactions with Business
  • This must be done by:
    • Making sure that a up to date Living System Snapshot, Roadmap & Project History documentation exists that can made available at any time
    • Offer up alternative options based on our system knowledge when reviewing requirements 
    • Holding Stakeholders forums whenever it may be required
• Knowledge Mentoring:
  • One not only needs to:
    • Demonstrate to team members that any document, spreadsheet, diagram or script that someone is working on needs to have a logical place where it can be easily found
    • Work with fellow team members to logically structure this knowledge base and ensure that any HOW-TOs do not remain in e-mails
    • Commit to being multifaceted in ones skill set and continually demonstrate the usefulness thereof
    • Demonstrate a passion around the planning function and always innovate
  • But must also
    • Encourage knowledge sharing and set-up sharing sessions where any hoarding is taking place
    • Look after central knowledge stores within system domains
    • Actively pass on knowledge that has been gained
    • Must motivate others and strive for a deep understanding Service Delivery platforms and pass on knowledge
• Service Delivery Culture improvement:
  • One is on the road to becoming a leader and needs to act in the best interests of the entire Service Delivery team as well as the greater CIO function and MTN by and large. This means:
    • Keeping people positive such that team members view issues as challenges which is an opportunity to learn and grow
    • Continually act to work through any negativity and maintain a healthy up-beat work environment by giving team members pep/motivational talks during day to day working life
    • Must ensure that one lives the CIO team brand and execute all aspects of the function at all times

Role Complexity

• This role constantly requires the incumbent to perform duties that are outside the "traditional" Technical role.
• Additional complexity is required from this role that is not usually inherent in such a position.
• In order to be an effective planner one must have a good mix of skills relating to basic scripting, SQL, Databases (and Report writing), IP, Hardware skills and various other ICT skills and should be actively using this skill set on a daily basis

Creativities (improvement/innovation inherent)

• Analyse information obtained and disseminate to relevant areas of the business in a value-adding way.
• Continuously review system performance and recommend creative ways to enhance performance
• Explore creative and innovative ways to make changes to meeting an ever adapting business in order to increase efficiency and effectiveness of the organisation
• Recommend new, innovative solutions to enhance MTN performance
• Encourage team members to take initiative, and implement an ideas or processes that will improve the MTN Business and understand that:
  • Unlimited access to technologies allows great growth and is only limited by knowledge saturation levels.
  • Complacency with one’s knowledge will seriously hinder growth and must be avoided
  • One is empowered to drive and implement new ideas and philosophies
• One is empowered to drive and implement new ideas and processes with Line Management

Vulnerabilities (control span)

• Due to the interdependence on other areas of the business and stakeholders – deadlines may be missed if bottlenecks are not identified timeously / delays occur
• Lack of support and buy in from stakeholders and/ or poor stakeholder management
• Lack of resources and expertise to perform the work
• Existing Legacy or sub-optimal systems and data frameworks
• Changing priorities in the business and conflicting priorities in different areas of the business
• Speed of technology evolution
• Changes in regulatory and statutory environments
• Reliance on proper testing environments that are full duplications of live environments (complexity and cost)
• In addition there must be an understanding that:
  • While direct input is obtained from various Business Units, change is constant which requires resilience from all members of the Service Delivery Team so as not to allow this to adversely affect one's desire to exceed the norms.
  • One will constantly be faced with situations that are outside any comfort zones and that all team members are required to adapt to a constantly changing technological environment
• When change is dictated by altering Business requirements one must be willing to put in the extra hours from time to time in order to get projects done

One has to initiate change if dictated by changing Business requirements and one must be willing to put in the extra hours from time to time in order to get projects done

Skills/Physical Competencies

• Process modelling, technical documentation skills
• Analytical and problem solving skills.
• Project planning skills.
• Communication and interpersonal skills.
• Facilitation and Multitasking skills.
• Customer centric
• Presentation and writing skill
• Contract administration skills
• Leadership skills
• The ability to document and support strategy focused solutions that will add value to customers businesses
• Conflict and Stress resolution skills

Behavioural qualities

• Self-motivated
• Display integrity and simplicity of values
• Innovative
• Action-oriented
• Customer centric
• Attention to detail
• Sticking to deadlines
• Accurate and timeous reporting
• Professional ethics
• Demonstrates Initiative
• Perseverance - Copes with pressures and setbacks
• Networking abilities
• Team player
• Ability to adapt to changing requirements of clients
• Good Interpersonal Skills
• Passion for IT and Technology
• Living the brand
• Must demonstrate a passion around the planning function in face of CIO customers and and always demonstrate and innovate attitude
• Must ensure that one lives the CIO team brand and execute all aspects of the function at all times
• Must motivate others
• Assertive
• Decisive
• Ability to work closely with other team leaders, project leaders, project managers and managers
• Shows passion in giving the teams Architectural Guidance on Systems and Services
• Demonstrate flexible thought application
• Has a reputation for integrity and displays a high degree of solution intellectual capacity
• Agnostic towards technology/application vendor and product choices - focus on results rather than personal choices
• Has future vision

go to method of application »

RESPONSIBILITIES
The Graduate: Marketing will be accountable for the following Key Performance Areas:

• Implement marketing plans that include print, broadcast and online content.
• Coordinate advertising & internal marketing campaigns and support the marketing and design teams by coordinating and collating content.
• Setup tracking systems for marketing campaigns and online activities.
• Conduct market research to identify marketing opportunities and negotiate coverage.
• This would be for partnerships where we could build communities directly e.g. SME databases.  
• Traffic all advertising efforts to appropriate channels.
• Develop and manage all internal communication systems.
• Create, maintain and strengthen the organization’s overall brand through all media avenues. 
• Organize and streamline service offerings into user-friendly concepts.
• Manage production contractors and other promotional vendors.
• Maintain strict confidentiality of sensitive information.
• Simplify complex data into a user-friendly format such as graphs, charts and other visual aids for clients and management.

Quality Standards

• Adherence to set timelines and budget requirements
• Adherence to defined policies, processes and procedures
• SLA terms and conditions
• Timeliness and accurate of reports and assessments
• MTN Values:  leadership, innovation, can do, relationships, integrity
• Evaluate new technology and define delivery plan.
• Develop capabilities to onboard new technologies 
• This will require coding capabilities.
• Project management from evaluation to production of new technology capabilities.
• Operational responsibility to ensure platform availability.

QUALIFICATIONS
Education:

• Bachelor’s degree in marketing/brand/communications or related (essential).
• Critical thinker with strong problem-solving and research proficiencies.
• Solid organizational skills and detail oriented.
• Ability to work under pressure and meet strict deadlines.
• Creative mind with superb written and verbal communication skills.
• Post-Graduate will be advantageous.

Experience:

• Graduate work experience or internships is a plus. 
• Have a good understanding of embedded software and pro. 

Skills / Competencies:

• Highly collaborative, inclusive, and agile atmosphere in partnership with multi-functional teams.
• Ability to learn, grow, and evolve.

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JOB DESCRIPTION
Mission/ Core purpose of the Job:  

• To effectively handle, resolve and escalate where necessary all technical and non-technical calls and emails from Trade, Channel & telesales partners and Trade partner customers in a satisfactory manner. To provide end-to-end support to Trade and Channel Partners and to promote and maintain the image of MTN SA, EBU and Enterprise Client Services.

Context: 

• Rely on a solid base of facts and data to complete tasks
• Highly pressurized environment
• Fast paced operational environment
• Work is procedural and serial in nature with predetermined outcomes
• Work with issues that are clearly defined and the output is concrete and can be completely specified beforehand
• Methods and resources for the work carried out can be completely specified
• ISO9000, 9002
• Service Delivery processes and standards
• New products and services launched
• New developments in technology and enhancement of existing technology
• B2B service delivery

Key Performance Areas:

Task Complexity:

Operational Processes

• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced 
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures within customer experience contact centres 
• Recommend from time to time way of work that will improve customer experience do our customers

Task execution 

• Courteously and timeously, answer and deal with all inbound telephone calls and emails from BRC (SME), Trade partners, Retail, Telesales partners,    SME Channels and RICA agents.
• Provide end to end support to Trade & Cannel partners  
• Ensure one-stop-shop service delivery to all EBU Trade and Channel partners.
• Ensure that all requests, queries and complaints are accurately analysed, recorded on the system (action manager notes or equivalent), followed up,    dealt with and completed with the appropriate feedback given to the end user
• Ensure that queries and needs of trade and channel partners are attended to as required within procedures
• Ensure that queries are referred/escalated to the correct department when unable to assist
• Escalate queries and anomalies to Trade Partner Supervisor when required
• Ensure that the customer is provided with feedback timeously
• Maintain an accurate log of all queries and correspondence
• Capture clients’ details accurately on the systems.
• Ensure accurate and timeous logging of all queries relating to the Trade Partner support helpdesk
• Differentiate between different types of clients and apply appropriate policies and procedures
• Maintain and validate sensitive customer information in line with security protocols and confidentiality (POPI)
• Build and maintain good customer relationships always
• Use customer service and sales skills to optimise the opportunities presented by each customer contact to up sell or cross sell products and    services
• Effectively handle network coverage, stock and system (Helios online, Radio-active etc ) related requests from Trade partners and channels
• Ensure that troubleshooting is conducted for all technical and complex enquiries 
• Escalate all complex problem to relevant departments and monitor until the problem is resolved
• Act as a liaison between Trade and Channel partner and MTN internal departments
• Unlocking of blocked account 
• Liaise with Credit vetting on the Trade Partner’s behalf
• Follow up on stock allocation and liaise with warehouse on delivery issues on behalf of Trade Partners 
• Force deregistration on relevant numbers 
• Handle activation requests on behalf of the Trade Partners 
• Escalating profile issues that cannot be resolved at first contact
• Investigate and resolve queries relating to deals not loaded on Helios by liaising with product/package creation team
• Where possible educate trade partners about products and services and direct them to the correct resources for self-help where possible
• Keep customers informed of status of their requests queries or complaints timeously
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that customer data is accurately recorded on the system
• Improve methods of carrying out work through on-the-job concrete experience
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
• Support the work performed by others
• Perform ad hoc projects on an occasional basis as required
• Continuously improve knowledge around new technology in cellular telecommunications & best practices
• Perform any general office administration that may be required daily
• Ensure that all administrative procedures are carefully followed

Problem solving

• Address problems on a case by case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organisation 
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers 
• Offer input and judgments relevant to own technical expertise and experience
• Refer to the correct department where necessary
• Manage conflict with irate customers
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order    to solve problems

Customer Service (internal / external)

• Ensure that all Trade & Channel partners feel valued and important
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously
• Deliver first time right service excellence.

Quality Control

• Ensure resolution of problems as far as possible
• Identify processes and procedures where the quality of work may be improved.
• Understand the consequences of not maintaining quality focus and operate appropriately
• Ensure MTN quality standards are implemented correctly. 
• Adhere to prescribed schedules
• Ensure that service levels meet standards

Supervisory / Leadership / Managerial Complexity:

• Take a customer-centric view
• Develop supportive relationships 
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information 
• Assist the business in finding ways to improve service levels
• Live the MTN Brand

Role Complexity:  

• Coaching and buddy training as required
• Provide technical support and training to EBU Trade and Channel Partners
• Provide APN support where required

Lateral Dimensions: 

• Creativities (improvement/innovation inherent)  
• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible
• Recommend ways to automate processes and procedures wherever possible
• Continuously improve knowledge of latest technology and utilise where appropriate
• Initiate resolution of operational problems
• Find quicker, smarter ways of doing things
• Recommend cost saving activities where possible
• Build professional but friendly relationships with  colleagues and Customers
• Ensure that all customers and callers feel valued and important

Vulnerabilities (control span)

• Reliance on the stability and availability of telephone and network systems
• Incorrect procedures followed
• Incorrect logging of requests or queries
• Unhappy, difficult or irate customers
• Ineffective communication 
• Effectiveness of training

Collaboration:  
Responsibility towards:  

• Direct reports: None
• Matrix reports: Supervisors and Managers
• Key customers: Trade and Channel partners, Owned & Non-owned BRC, Retail Channels 
• Key suppliers: Marketing and Sales, Vetting, IS, Customers, IS, Telephony, NWG, Trade partner management, Technical Services, Retailers, BRC,    Customer Experience, Credit Vetting, Warehouse, DSV, EBU Fulfilment
• Relations, etc.: BRC, Retail, Trade Partners, Customer Experience, Channel and Partner Mananagers

Discretionary Space: 

• Independent thought and Judgment: 
• All work is done according to practical, clearly structured work procedures
• Use information and experience to deliver in-built service excellence
• Judgement exercised on how to deal with difficult situations, irate customers, etc.
• Make judgement calls to ensure front-line service delivery, quality and excellence
• Time keeping
• Improvement of processes and procedures
• Personal presentation in line with company image
• Loading of products on the system within policies, processes and procedures
• Soft suspension and making payment arrangements within policies, processes and procedures

Authorities:

• As delegated

Minimum Requirements 
Education:

• Minimum of 3 year diploma/degree in IT/I.S  
• ITIL

Global Experience Standards 

• Minimum of 2 years’ experience in the area of specialisation; with experience in working with others
• Experience working in a small to medium  organization
• B2B service model knowledge an advantage  

Training

• Computer Literacy
• Telephone Etiquette
• Quality standards
• Procedures and processes
• Systems- Eppix, Siebel, CSNMS, Maintenance, Challenger ,PPS ,Sorb ,MY Contract , Aveska ,Remedy , RTT –on-line, Helios on-line, Helios, Radio-Active

Competencies
Knowledge:

• In-depth knowledge of standard operating procedures
• MTN Value Proposition and business processes
• Dealing with people – customer service
• Handsets and accessories
• Contact Centre knowledge

Skills / physical competencies:

• Quality standards met
• Customer satisfaction 
• Effective implementation of processes and procedures
• Availability, time keeping, attendance and adherence to schedules, authorised breaks, etc
• Calls answered promptly and accurately logged
• Well-presented and well spoken
• Company image promoted and maintained
• Productivity
• Priority setting skills – able to manage time, tasks, tools and outputs in order to meet pre-determined deadlines
• Technical / professional excellence
• Computer literate
• Problem solving skills - practical troubleshooting
• Interpersonal skills
• Conflict management skills
• Communication skills (written / verbal)
• Stress management skills
• Telephone etiquette 
• Ability to coordinate and organise
• Numeracy
• Ability to perform routine work
• Observance
• Able to work independently

QUALIFICATIONS
Education:

• Minimum of 3 year diploma/degree in IT/I.S  
• ITIL

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Job Requirements (Education, Experience, and Competencies)
Education:

• Minimum Matric
• Sensitivity: Public MTNSA Human Resources 6
• Diploma in Finance or collections or
• A national Diploma or higher will be advantageous

Experience:

• At least 2 years’ experience in debt collection environment OR sales/ contact centre environment
• Minimum 1 year’s administrative experience
• Computer Literacy - Experience at intermediate level - MS Office

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 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.
• Operationally Astute - Sets priorities, plans, organises and co-ordinates the work of others.

Authorities

• As per Delegation of Authority (DoA).

Collaboration (Formal and Informal Relationships)
Responsibility towards:

• Key customers: Internal stakeholders and External customers
• Sensitivity: Public MTNSA Human Resources 7
• Key suppliers: External Debt Collectors, Insurers, Attorneys, Banks, Auditors, Credit Bureaus

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JOB DESCRIPTION
Consumer Business Unit, Online, Digital , EBU

• Evaluating internal customers requirements and accordingly design, test, delivery and supporting solutions and developments involving digital channels, BSS and Fintech IT platforms
• Identify in conjunction with Group CTIO new solutions for the Digital Layer, the BSS stack and Fintech
• Scope, design and baseline proposed recommendations along with the potential impacts on operational services and other contact channels
• Managing and overseeing the baselining of the MTN digital customer experiences and performance to ensure improvements are tracked and demonstrate benefits
• Play an active role in driving a culture of innovation and improvement within the channels, delivering engagement sessions, prioritising and reviewing ideas and translating these into practice.
• Continuously reviewing all key end-to-end customer journeys to ensure consistency and quality of an omni-channel experience in terms of expectation management, information provision and service delivery.
• Manage all day-to-day engagements with key product and content owners within MTN to understand evolving requirements and make real-time adjustments where appropriate
• Lead proactive outbound customer communications across channels from the customer to drive behaviours, engagement and channel shift
• Manage the data analytics portfolio

Financial

• Forecast, plan, develop and review operational capital expenditures (CAPEX) and operational (OPEX) budgets in accordance with MTN SA financial requirements and CIO budget and priorities
• Ensure that the area comes in or below the departmental OPEX budget
• Ensure that CAPEX spend meets forecast projections.
• Drive the optimization of costs associated with implementation and operation of Infrastructure Services
• Identify and eliminate non-contributory expenditures

People & Culture Management

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors

Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment:

• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the Technology team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.

QUALIFICATIONS
Education

• Minimum of 4-year tertiary qualification (in Computer Sciences or any other related fields) / MBA or Masters advantageous
• Fluent in English and language of country preferable

Experience

• Managing Executive level track record of 5 years or more; with at least 3 years’ experience in Digital, BSS and Fintech Strategy design and delivery
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous)
• Worked across diverse cultures and geographies
   

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JOB DESCRIPTION
Strategic Planning & Execution

• Develop and implement a comprehensive IT Service Assurance  strategy and framework for MTNSA, aligned with MTN Group  strategy
• Oversee the development and implementation of organisation-wide IT service assurance policies and related recommended guidelines, frameworks, operating procedures, and technical standards
• Collaborate with cross functional business leads to ensure integration of Technology enablement strategy
• Keep abreast of technological advancements and best practice and integrate this thinking into future plans
• Develop and communicate  business plans and ensure budgets are available to achieve agreed plans

Operational Excellence

Develop and drive the long term IT Operations & Delivery Strategy and align with:

• Business objectives and the strategic plans of MTN-SA related departments and MTN Group
• The IT Service Management Strategy and Framework
• The IT Infrastructure Strategy and roadmap

Develop strategic plans and service delivery roadmaps for:

• the implementation and execution of all IT Service Management Support  Functions for MTN IT Operational Delivery
• the implementation of all IT Infrastructure and Operations for MTN IT Hosted Services
• Ensure that the hosted services (Infrastructure, Operations and Applications) comply with agreed Service Levels. Ensure and manage competent infrastructure and support resources to ensure the optimum performance and potential of these resources. Drive efficiencies into the operation to reduce costs without compromising on service levels.
• Accountable for assessing the performance of third party providers through service level measurement and customer satisfaction reporting.
• Advise and contribute to the CIO strategy
• Advise and participate in MTN-SA and MTN Group strategy
• Translating business needs into IT service requirements and initiate projects in partnership with other IT groups
• Ensure that corporate governance is implemented and adhered to within the division
• Driving with MTN business overall customer satisfaction through MTN’s overall service offering.
• Monitoring and managing overall customer satisfaction
• Drive Operations & Delivery projects (BAU, service management, compliance)
• Forecast, plan, develop and review operational capital expenditures (CAPEX) and operational (OPEX) budgets in accordance with MTN SA financial requirements 
• Drive the optimisation of costs associated with implementation and operation of IT Operations & Delivery

Partner & Vendor Management

• Manage relationships with IT service providers and develop and manage detailed SLAs
• Ensure compliance of security standards, frameworks, guidelines and processes with MTNSA Risk & Compliance
• Defining and optimizing partnering strategies for customers and 3rd party vendors;
• Negotiating and selecting Service Management and Infrastructure Delivery support vendor(s)
• Establishing strong working relationships with the IT Technical team, MTN Business Unit customer groups and stakeholders
• Reporting on overall IT Department and 3rd party vendors performance

People Leadership /Management

• Set integrated goals and objectives for the IT Operations team within MTN HR in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the IT Operations team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour

QUALIFICATIONS
Education

• Degree in  Information Technology/ Computer Science or Engineering
• An MBA or a Masters qualification would be advantageous

Experience

• Minimum 10 years’ experience including:
• Minimum 5 years of Senior Management Experience
• Minimum 5 years in telecommunications industry
• Work across diverse cultures and geographies
• In depth knowledge of  Network management & monitoring
• Track record in  IT Service Assurance
• Good  knowledge of Technological sector and the relevant prevailing legislation
• Good knowledge of technology governance