Current Opportunities at MTN

JOB DESCRIPTION

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

RESPONSIBILITIES
Compliance Assurance

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

Reporting Function

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

Review and Support

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

Research and Development

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

Key Activities & Responsibilities
Research and Development

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

QUALIFICATIONS

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

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JOB DESCRIPTION
Supports owner of customer journeys for a specific business unit i e S&D, CBU, EBU, Network Coverage, Digital Fintech etc
Drives operational cadence around ensuring that customer experience principles are followed by the business units within MTN, as well as ensuring that the different channel’s processes are streamlined for customers
Implements the Customer experience vision and strategic priorities required to deliver intended experiences that meet or exceed customer expectations in accordance with the goals of the organisation
Plays a vital role in improving the client experience for the MTN SA brand Translates strategy into action by clarifying goals, assessing risk impact, and developing new customer journeys
Explores opportunities to streamline processes by implementing enhancements across all customer touchpoints within a specific channel

RESPONSIBILITIES
Channel
Management/ Partnering

• Supports the development of customer journeys within a specific channel or business unit in close cooperation with relevant stakeholders
• Assists with audit of workflows and executes effective solutions for pain points on customer journeys within the channel
• Drives BU best practice frameworks/methodologies for improving and digitising the customer journey
• Ensure initiatives from voice of the customer sessions are implemented by the business unit to improve overall channel customer experience
• Visualise and map current and desired processes
• Assist in defining and managing updates and reports as well as customer experience reporting to the organization
• Implement a robust process for data capture and continuously improving technology platforms at all touchpoints
• Identify pain points in customer channels within a specific channel or business unit and map these
• Design future journeys within the channel/business unit and drive implementation of actions to close gaps
• Continuously identify areas for improving technology platforms at all touchpoints
•  Stays informed on transformations and initiatives across the business and channels (both physical and digital) in order to in for m design choices
• Support/Facilitate the improvement of customer journey processes within the specific channel/ business unit
• Contribute to Ecosystem design between different channels
• Work closely with training teams to develop and deliver content to reinforce the customer mindset
• Mobilise experience testers to ensure that products or offerings perform according to the envisaged design and efficiency (periodically post implementation)

Project Management

• Support management of projects incorporating planning, execution and tracking of deliverables for all CX initiatives resulting from journey mapping exercises
• Administer timeframes, dependencies and potential over runs with relevant accountable parties
• Identify risk and opportunity for review
• Assess risk and impact and facilitate incorporation this into project planning and delivery

Stakeholder Relations

• Partner with the relevant internal stakeholders within a specific channel/ Business unit to improve understanding of customers a nd enhance their experience
• Ensure that customer experience principles are followed by the specific channel/business unit, within MTN
• Ensure that the company brand is always presented in a strong and positive image
• Act as a liaison between MTN and outsourced partners, suppliers and customers regarding customer journey experience strategy,process and policy; building effective relationships to ensure mutual benefit to all stakeholders

QUALIFICATIONS

• Diploma or Bachelors degree in Engineering, Business, Marketing, Technology or other relevant area
• 3+ years Telecommunications experience
• Experience in customer service
• Experience with analytical and reporting language /tools viz. Power BI
• Working proficiency in MS Word, MS Excel and MS PowerPoint
•  Knowledge of business process analysis and design thinking techniques, including the use of modelling and collaborative tools
• Experience of business analysis and successful business change
• Experience in Process Improvement
• Design Thinking or User Experience design certification will be advantageous

Advanced numerical skills

• Ability to operate in a matrixed environment
• Analytical with a natural curiosity to measure, test, learn, and iterate in order to get the best results possible