Current Opportunities at MTN

JOB DESCRIPTION
MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The MTN SA’s function must therefore ensure the successful delivery in context of:

• Fast moving industry with constantly changing business requirements and technologies
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Fast moving industry
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Fast changing, regulated business environment
• Rapid advancement of systems and technology 
• Legislative environments
• MTN Group standards and applications
• Participative environment – highly diverse and team-focused
• Agile and Digital Only Strategy 

RESPONSIBILITIES
The role of a Business Analyst includes:

• Assisting with the business case through defining the benefits of the solution
• Eliciting & Analysing requirements & Documenting them through user stories and customer journeys
• Requirements management and communication, including arranging sessions, workshops, ideation sessions and user groups
• Writing the user acceptance test cases and assisting with user acceptance testing
• Compiling the traceability matrix and ensuring the requirements are written in a way that supports replicability and re-useability
• Writing the IRS to ensure the data requirements are correctly captured and will generate visibility on performance and accurate data
• Gain an understanding of the problem you are trying to solve (Strategy Analysis/Understanding/Observe)
• Eliciting & Analyse requirements & Document (Design)
• Problem solving & change requests
• Validate & assist with User acceptance testing
• Agile way of work
• Customer Satisfaction
• Conduct Business Process Optimisation/Reengineering
• Process mapping

QUALIFICATIONS
Education:

• Minimum 3-year degree/diploma in relevant discipline
• Diploma in Business Analysis is required
• Certification in Design Thinking Frameworks is required
• Relevant Agile qualification is required (SAFe, or scrum, Kanban agile foundation course)
• Facilitation cerification is essential
• Six Sigma certification will be an advantage
• Fluent in English 

Working experience required:

• Minimum 5 years' business analysis in solution development lifecycle projects/programmes
• 2 years Facilitation experience ios essential
• Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
• At least 2 years experience working in an Agile environment is essential
• Written and verbal communication, including technical writing skills
• Understanding of systems engineering concepts
• The ability to conduct cost/benefit analysis
• Business case development
• Experience in Modelling techniques and methods is required

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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JOB DESCRIPTION

• This role is responsible to translate business strategy into clear Portfolio delivery strategy, roadmap and deliverables for the supporting portfolio and for the execution of business unit strategy by managing the cross functional delivery to drive the effective execution of approved projects and Programmes.
• Facilitate a Portfolio strategy with resourcing, roadmap and delivery approach to ensures that the program & project managers deliver on time, on budget and within defined specifications.
• Build strategic relationship across the business and delivery teams to aid the portfolio delivery
• To ensure that project, program, and portfolio management processes and methods are followed, and that portfolio financials, risks and interdependencies are identified and managed.

RESPONSIBILITIES

• Provide leadership and oversight to ensure the success of the projects assigned to a team of program and project manager, Business analysts, scrum masters, agile coaches and process engineers
• Ensure supporting Business unit strategy and business plans are translated into actionable goals, objectives, deliverable and roadmaps for delivery
• Lead an enabling environment for projects to run through smoothly
• Forecast staff needs and skills to ensure proper recruitment, training and development of delivery team staff to meet current and future needs of the project portfolio
• Manage Project financials and ensure visibility of the programme & project financials
• Provide work direction, resource management and staffing prioritization for Program and Project Managers related to specific project goals, project management competencies and appropriate process adherence
• Provides mentoring, coaching, training and skills assessments related to project management competency and to other project managers Develop and leverage relationships with all levels of staff and management throughout EPMO & the business
• Delivery done to agreed standard & quality while adhering to PMO governance , standards for future ready and agile ways of work

QUALIFICATIONS

• A 3 year Degree in a relevant discipline from a recognised institution
• A post graduate management qualification will be advantages
• Broad experience with strategy execution and transformational change management best practice, and the principles behind Benefit Realisation Management
• SAFe Agile Certification is an advantage
• PMP or PRINCE2 Practitioner Status will be advantage
• ProgMP or MSP Practitioner Status will be advantage

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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JOB DESCRIPTION
The Personal Assistant provides administrative support services and general support by ensuring the effective and efficient management and co-ordination of the workflow within and from the office of the Executive in MTN and thus contribute to the smooth operation of the department.

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. Group Consumer and Marketing function must therefore ensure the successful delivery in context of:
• Rapidly changing ICT environment
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Management of executive and local shareholder expectations across all 20 OpCos
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations 
• Enhance MTN position as a leading network and system provider
• Constant dynamics and local challenges in the economic, regulatory and legal environments

RESPONSIBILITIES
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The role is accountable for the following Key Performance Areas:

• Proactively manage the assigned Executive diary, and seamlessly plan his/her itinerary, schedule and meetings. 
• Liaise with Finance Expenditure to ensure payments to third party suppliers in relation to expenses of the Executive office.
• Manage the day-to-day administration of the assigned Executive office and diary.
• Develop and maintain an efficient documentation and filing (electronic and hard) process.
• Cross-examine documents for Exec’s review to ensure quality control and compliance to MTN policies.
• Handle assigned Executive’s internal and external designated correspondence.
• Collate monthly activity reports from the different units within the assigned department for the exec’s review.
• Processes all requisitions for the Executive office. 

Office Management

• Coordinate the organization of social events connected to the Executive office.  This includes preparing cost estimates, managing the budgets and coordinating all activities for the success of the programme.
• Local, international and personal travel arrangements for the Executive office. 
• Develop and maintain an effective and efficient document filing system (both electronic and manual). 
• Develop and continually improve a document tracking system.
• Managing the Information Security Forum (Agenda, Minutes, Matters arising, content submissions, scheduling)
• Travel arrangements for the entire team
• Security conference arrangements
• Tracking of the budget and payments (budget through PO through to final payment and reflecting in the GL)
• Project management

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

• A good first degree preferably in Secretarial Administration or related

Experience:

• At least three years’ experience in an administrative capacity in a reputable company.
• Experience in administrative support for a top management personnel of a reputable company, with local and international operations.

Competencies:
Strong hands-on knowledge of Microsoft Office suite programs.

• Thorough knowledge of MTN general administration policies, including approval ceilings and jurisdiction.
• Importance of customer service orientation
• Good interpersonal relationships with different levels of management.
• Customer and service orientation.
• Maintains poise and confidence under pressure.
• Good communications skills.
• Ability to work with little or no supervision and produce excellent results.
• Excellent computer skills.
• Strong written and verbal communication, administrative and organizational skills, and the ability to maintain a realistic balance among multiple priorities
• Discretion. Maintaining confidentiality and exercising discretion is essential 

go to method of application »

JOB DESCRIPTION
The Personal Assistant provides administrative support services and general support by ensuring the effective and efficient management and co-ordination of the workflow within and from the office of the Executive in MTN and thus contribute to the smooth operation of the department.

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. Group EBU and Chenosis function must therefore ensure the successful delivery in context of:
• Rapidly changing ICT environment
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Management of executive and local shareholder expectations across all 20 OpCos
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations 
• Enhance MTN position as a leading network and system provider
• Constant dynamics and local challenges in the economic, regulatory and legal environments

RESPONSIBILITIES
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The role is accountable for the following Key Performance Areas:

• Proactively manage the assigned Executive diary, and seamlessly plan his/her itinerary, schedule and meetings. 
• Liaise with Finance Expenditure to ensure payments to third party suppliers in relation to expenses of the Executive office.
• Manage the day-to-day administration of the assigned Executive office and diary.
• Develop and maintain an efficient documentation and filing (electronic and hard) process.
• Cross-examine documents for Exec’s review to ensure quality control and compliance to MTN policies.
• Handle assigned Executive’s internal and external designated correspondence.
• Collate monthly activity reports from the different units within the assigned department for the exec’s review.
• Processes all requisitions for the Executive office. 
• Office Management
• Coordinate the organization of social events connected to the Executive office.  This includes preparing cost estimates, managing the budgets and coordinating all activities for the success of the programme.
• Local, international and personal travel arrangements for the Executive office. 
• Develop and maintain an effective and efficient document filing system (both electronic and manual). 
• Develop and continually improve a document tracking system.
• Managing the Information Security Forum (Agenda, Minutes, Matters arising, content submissions, scheduling)
• Travel arrangements for the entire team
• Security conference arrangements
• Tracking of the budget and payments (budget through PO through to final payment and reflecting in the GL)
• Project management

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

• A good first degree preferably in Secretarial Administration or related

Experience:

• At least three years’ experience in an administrative capacity in a reputable company.
• Experience in administrative support for a top management personnel of a reputable company, with local and international operations.

Competencies:
Strong hands-on knowledge of Microsoft Office suite programs.

• Thorough knowledge of MTN general administration policies, including approval ceilings and jurisdiction.
• Importance of customer service orientation
• Good interpersonal relationships with different levels of management.
• Customer and service orientation.
• Maintains poise and confidence under pressure.
• Good communications skills.
• Ability to work with little or no supervision and produce excellent results.
• Excellent computer skills.
• Strong written and verbal communication, administrative and organizational skills, and the ability to maintain a realistic balance among multiple priorities
• Discretion. Maintaining confidentiality and exercising discretion is essential

go to method of application »

JOB DESCRIPTION
This position is primarily responsible for alignment, adoption and implementation of MTN’s brand  strategy and key brand campaigns and initiatives across the MTN footprint. 
The position report to the GM: MTN Brand. The position will interface with Opco stakeholders, Group Management Service stakeholders and consumer divisional heads (not limited to) and partner agencies in order to ensure effective and efficient delivery and performance outcomes.

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity and macro-economic pressures across all markets in which MTN operates. The Group’s Marketing function must therefore ensure the successful delivery in context of:
• Relevant and consistent messaging into the markets in which MTN operates
• Efficient allocation and spend of the marketing budget – drive a positive ROI on marketing spend
• Enhancement of the MTN brand and its brand propositions in all markets
• Drive brand affinity for the MTN brand in the relevant markets
• Implement effective reporting and measurement across all touchpoints to understand the impact of brand activities in all channels

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

• The Senior Manager: Integrated Marketing Communications must have practical experience in developing successful strategies and campaigns across a wide range of disciplines, including ATL, BTL and digital advertising, direct marketing, public relations, sales promotion & sponsorships, event management, channel development and relationship marketing as well as an understanding of media principles to support IMC campaigns.

They will be accountable to achieve the following objectives:

• Input to definition, development and execution of brand strategy across MTN footprint
• Develop annual marketing plans in line with budgets
• Conceptualise and brief in campaigns to ad agencies and oversee campaigns and relevant processes
• Coordinate efforts with media team to ensure that brand initiatives and campaigns deliver objectives
• Manage and deliver internal and external Group Brand positioning initiatives and activities
• Provide brand guideline input and support for initiatives that impact the MTN Brand in other cross functional teams e.g. Internal & External Communications
• Ensure implementation and adherence to MTN Brand architecture, brand guidelines, and products and services conventions
• Provide guidance and advice into OpCo support of Group brand campaign strategy, design and execution.
• Provide guidance and advice into local OpCo campaign strategy, design and execution where required
• Provide direction and guidance in the form of playbooks, toolkits and other interventions to deliver against brand plans.
• Ensure adoption and implementation and tracking of brand and communications toolkits and playbooks across MTN footprint
• Manage key agency partner relationships in the delivery of Group Brand initiatives
• Drive reporting efficiency and oversight across agency partners
• Report at strategic, functional and process levels across all projects on a weekly, monthly, quarterly and annual basis
• Participate and provide input into commercial, functional, operational and tactical meetings
• Escalate issues that will result in significant time, scope, or cost impacts if not resolved
• Make decisions regarding operational changes that will drive project delivery
• Review key risks, issues, and dependencies and set mitigation actions and resolve escalations that have an impact on critical path of delivery
• Manage and provide solutions to issues that require formal resolution
• Manage project status and delivery
• Manage project or initiative budgets in line with business objectives
• Review performance against agreed KPIs and compliance to SLAs
• Create and monitor plans for continuous improvement
• Review performance of external teams
• Manage day to day brand opex 
• Work alongside colleagues to provide in-depth analysis of trends, market category, brand, competitor trends to deliver brand marketing and business plans for key channels and stakeholders
• Collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits;
• Collaborate with other functional and BU teams to enhance outcomes

Role Dependencies

• Understanding of the MTN business strategy 
• Understanding of MTN brand strategy
• Understanding of the Opcos’ marketing context
• MTN policies and procedures
• Digital Landscape

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

• Bachelor’s degree in relevant field of study (Business/Communications/Marketing)
• Post-graduate degree

Experience:

• 5 - 8 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 - 5 years of experience in a supervisory / managerial role / advisory role
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in brand strategy (incl sponsorship) diagnosis, development, design and execution across multiple markets
• Experience in working with other markets on the African continent advantageous
• Experience in working with advertising and media agency partners advantageous
• Experience in working with B2C, B2B and Fintech portfolios advantageous

Competencies:

• Ambiguity in the workplace
• Self starter and self motivated
• Change management
• Complex structures
• Decision making processes
• Empowering others
• Information processing
• Project management
• Relationship management
• Risk management
• Stakeholder management
• Telecommunications industry

Other:

• Regional and international travel
•  Authorities
• As per delegation of authority
• Balancing cost allocation versus benefits to the business
• Expenditure, conformance with budgets as per delegation

Collaboration (Formal and Informal Relationships)

• Responsibility towards:  
• Agency partners
• Key customers and suppliers
• Internal and external stakeholders

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JOB DESCRIPTION

• This position is responsible for leading the Consumer Collections team, call centre and collections processes to enhance cash flow, maximize collections, minimize bad debt and build relationships with external and internal clients through effective resolution of account queries and efficient collection of payments due to MTN.

The role will focus on 

• developing and delivering operational quality improvement that results in highly predictable and effective collections,
• Effective management of resources
• Building customer relationships and driving superior service levels
• Leading a data and technology driven approach to collections
• Develop, implement and maintain systems, policies and procedures related to collections to ensure higher performance while adhering to companies guidelines

RESPONSIBILITIES

• The Manager Consumer Collections role, reports to the Head: Collections and is supported by a larger team of Specialists, Supervisors and credit controllers. The position will be directly accountable for operationalising the strategic MTN collections and credit management related objectives and will drive performance and execution.
• Fast moving industry, convergence, and rapid development within the Telco industries
• Constantly changing customer risk behaviour in the commercial customer segments and economic sectors and ability to adapt/pivot and drive collections strategies across these customer segments and sectors
• High value customer base
• Understanding and balancing potentially competing objectives of credit risk mitigation, Driving market share/ sales and profitability optimisation
• Keeping abreast of the Telco changes and advancements and the need to guide staff through transitions 
• Fast moving industry
• Fluid complexities of customer expectations and demands
• High levels of legal, regulatory and commercial compliance in a pressurized environment 
• Managing collections across multi-national, multi-cultural and multi-geographical footprint
• Highly competitive market with new and established competitors
• Legislative changes
• Operating within a highly dynamic, competitive and fluctuating telecommunications market/ industry
• The provision of innovative solutions and service excellence
• Total customer experience for MTN brand
• Rapidly changing ICT environment

Key Deliverables

• The Manager Consumer Collections is strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies. Collections are a critical function of the MTN customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

Strategic Input

• Strong leadership skills with an ability to motivate direct reports 
• Setting objectives for the collections team that align with the department’s / organisations goals

Operational Planning

• Proven ability plan strategically and set clear operational priorities
• Solid track record of improving processes, solving complex problems and monitoring process for accuracy and effectiveness
• Develop, implement and maintain systems, policies and procedures related to collections to ensure higher performance while adhering to companies guidelines.
• Monitor PPP execution and updates as and when required.
• Manage the Claims, Refunds, Payments Arrangements and Acknowledgements of Debt within DOA

Operations and Service Enhancement

• This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the team.
• Build a clear collections operating rhythm designed to deliver results while developing capabilities tied to process management and operating excellence 
• Build operational rigor across the collections function, resulting in overall operating plan attainment – standardized work, performance metrics and operating rhythm
• Apply lean thinking to improve processes and identify opportunities for digitization (leveraging existing capabilities, Self-Service, robotic process automation, etc.)
• Establish consistent collections processes across multiple systems
• Ability to lead, direct, train and manage team
• Create a center of excellence to ensure collections processes are accretive to positive cash flow 
• Monitor PPP execution and updates as and when required.

Credit Management and Risk Assessment

• Drive adherence to Policies, Processes and Procedures 
• Set targets and KPI’s for collections and drive the achieve these targets.
• Liaise with stakeholders regarding data and required information on key accounts
• Follow up on legal procedures and monitor the progress of handed over accounts
• Monitor ageing of debtor’s books ensuring accuracy, reduced overdue amounts and collections levels maintained
• Do forecasts on a weekly / bi weekly and monthly basis
• Manage the Credit Controllers and ensure collection targets are met.
• Manage collections cycle 
• Portfolio credit risk management/ monitoring
• Negotiating extensions with clients or write-off debt to minimize the company’s potential loss of income.
• Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company.
• Implement credit policies and procedures that retain a smooth running of the department and avoid excessive credit limits.
• Oversee the processing of bad debt journals, refunds and assist Credit Controllers with accounts that are on hold.
• Days Sales Outstanding: Ensure that the debtors’ collections are within the payment terms.
• Maintain bad debt, credit note provisions write-off within targets set by senior management.
• Implement account controls to ensure accounts are maintained within these credit limits. 
• Review account reconciliations on debtor accounts.
• Ensure adequate controls and TAT on processing of Early Settlement Discounts.
• Ensure agreed SLA’s are achieved and levels of service continuously improved especially for customer qureries
• Implement controls to reduce the risk of fraud and error.
• Ensure timeous clearing and allocation of cash and accurate execution of all banking related functions by the respective teams
• Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload.
• Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals.
• Manage strategies to hit portfolio targets, including but not limited to: incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business case for technology improvements.
• Conduct regular reviews of accounts receivable with the collections team to ensure that problem receivables are being properly addressed and uncollected accounts are escalated appropriately
• Remaining informed of any legislative procedural training regarding debt collection.\
• Training and mentoring of staff members in the collections department.
• Ensure alignment to legislative and regulatory requirements (NCA CPA)
• Manage inbound and outbound (predictive dialer, e-gain processes)
• Manage QA processes, Workforce Management and campaign management activities
• Manage involuntary churn and partnering with CVM to develop strategies to reduce churn
• Manage early and late stage collections and EDC / other call centre partners 
• Manage an omnichannel collections approach

Customer Experience Management

• The Manager is expected to perform all responsibilities with a commitment to providing superior service to customers and maintaining an atmosphere of teamwork and continuous improvement. 
• Build and maintain strong relationships within and across departments and with internal and external clients
• Interface with field and sales management on resolving customer billing disputes, collection assistance and credit decisions
• Review reconciliations on debtor accounts and manage long outstanding reconciling items
• Implement appropriate operational reports and analytics to monitor team performance (e.g. portfolio performance, open cash, DSO, collections, arrears etc)
• Approve terms of settlement involving delinquent accounts when situations deviate from established parameters 
• Ensure lines of communication are always kept open between MTN and our customers

Reporting

• Compile and analyze monthly management reports and use the information from these to improve on management processes.

Budget Management

• Ensure departmental budgets are set appropriately in line with annual budget guidelines and operational requirements
• Manage budget closely to ensure cost control and efficiency in operational costs and targets are met
• 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
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Project Management

• Work with internal technology teams to define future-state accounts receivable system(s) and processes
• Ability to manage multiple projects concurrently

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

Governance and Risk Management

• Strictly follow and ensure team compliance of relevant policies and procedures.
• Ensure effective Service Level Agreements strategies are in place to support the business.
• Implement proper controls and processes to minimise revenue leakage.
• Ensure proper controls are in place to manage financial and operational risks across the business. 
• Act in accordance with the Delegation of Authority.

Financial Management

• Contribute to the compilation and management of OPEX budgets related to relevant functional activities.
• Assist in the forecasting, planning, and development of the department’s budget and business plans.
• Identify cost efficiencies and best practice related to functional activities.
• Manage expenditure in line with agreed budget. 
• Continuously strive to identify and eliminate non-contributory expenditure.

Customer Satisfaction

• Ensure service delivery in line with needs of the business
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Identify trends and patterns pertaining to customer requests and ensure continuous improvement as an important element of service delivery

People Leadership and Organisational Capability Building

• Apply best team management practices throughout assigned projects and as required.
• Guide and enable the upskilling of the team throughout assigned projects.
• Act as an ambassador and role model for Finance by living the brand values and vital behaviours.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability, and consequence management.

QUALIFICATIONS

• Minimum of 3-year financial degree
• Post Graduate degree will be advantageous

REQUIRED SKILLS

• Analytical thinking
• Business Relationship Management
• Credit Management
• Project Management
• Supervisory Fundamentals
• data analytics

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JOB DESCRIPTION

Strategic input

• Contribute to, challenge and implement the long-term IMS / VOIP strategy for the technical department.
• Participate in the translation of the IMS / VOIP roadmap design and architecture into operational/ integration plans to support MTNSA functions.
• Analyse trends and highlight areas of the business that may be developed further, identifying opportunities and matching these to market opportunities
• Keep updated with the latest international trends in IMS / VOIP and investigate the application of these in MTN 

Operational planning and excellence

• Troubleshoot issues on the IMS / VOIP platforms and applications
• Perform fault isolation and diagnostic assessment functions to include determination and execution of corrective actions on a real-time basis
• Perform proactive monitoring of network elements alarms and alerts to identify those components and elements that may lead to or are already causing network degradation or failure through use of network management systems and associated assets
• Interface with functional users as well as remote operations support centers in both routine and reactive monitoring situations

Provide 3rd line and developmental support for IMS / VOIP products and equipment

• Provide functional guidance, technical support, training, and quality assurance review to Level I, Level II, Quality Assurance, and Development personnel
• Coordinate with configuration management and implementation groups to ensure optimum dissemination of information and deployment procedures for platform functionality and efficiency
• Implement and deploy IMS / VOIP products and solutions
• Liaise with client partners and customers on IMS solutions and support to understand the client's requirement in terms of the data network architecture, voice requirement, relevant restrictions, and be able to architecturally conceptualize, develop, propose, and implement a solution for support and stability

Build, test, maintain, and support IMS / VOIP hardware and software

• Assemble and configure IMS / VOIP equipment which includes SIP (Session Initiation Protocol) proxies, B2B (business to business) user agents and vendor proprietary applications
• VoWiFi and VoLTE testing and deployment
• Perform operator level maintenance on all components and assets associated with IMS / VOIP systems
• Enter and maintain product deficiencies and status to developmental areas and vendors

Configuration management control of all nodes on the IMS / VOIP platforms

• Maintain logs and records associated with reported problems or situations
• Review load, configure, and test new features and functions of vendor hardware and software such as firmware and core operating systems
• Perform diagnostics and analysis on failed components for vendor return
• Build and maintain infrastructure diagrams

Build and audit reports on equipment and software configurations 

• Build and deploy daily reports using database query analysis and scripts
• Maintain and update document report repository for IMS / VOIP support operations
• Maintain equipment install records and deployment dates

Perform upgrades to hardware and software on industrial conference equipment and supporting servers

• Replace and upgrade IMS / VOIP hardware with multiple vendors
• Perform upgrades on IMS / VOIP applications

Communication and co-ordination

• Continuously review and update best practice for IMS / VOIP architecture and implementations
• Provide input into detailed troubleshooting and root cause analysis procedures and practices
• Provide guidance to the planning & optimisation and network operations teams
• Use technical ability to advise and provide input when required
• Ensure co-operative and constructive relationship between Support and other network departments (e.g. Planning, Implementation, EBU) 
• Provide input and performance related information to improve network planning & optimisation as well as fault and configuration management 
• Interface with key suppliers (e.g. Nokia, Ericsson etc)

Financial Management

• Assist in managing IMS / VOIP expenditure in line with agreed budgets
• Continuously strive to identify and eliminate non-contributory expenditure

Customer relationships

• Build and maintain solid relationships with MTN stakeholders.
• Identify trends and patterns pertaining to market requirements and needs and filter this information through to the R&D Engineers.

Project Management 

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management

 Business Analysis

• Perform 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

Managerial / Supervisory / Leadership Complexity: (direct) 

• Facilitate knowledge sharing between engineers and provide mentorship and guidance to Junior Engineers, Graduates, Experiential Learners and Specialists

QUALIFICATIONS
 Education:

• Minimum of 3 year degree/diploma in Engineering or equivalent
• Fluent in English

Experience:

• 5 years’ experience in a technical specialist role within an experience of supervising or managing others with a GSM telecommunications environment
• Core Network
• IMS / VOIP
• Service Assurance
• Experience working in a medium to large   organization 

Training:

• IMS / VOIP Principles
• Vendor IMS / VOIP Training

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JOB DESCRIPTION
ask Complexity: 
Service availability 

• Ensure accurate service inventory throughout the customer lifecycle
• Customer and service take-on to ensure correct service implementation
• Change management pertaining to customer SLA
• Service business continuity and improvement (both from a customer and core perspective

Service unavailability

• Ensure escalation management processes and procedures in relation to the internal management structures
• Ensure accurate Incident closure (incident reporting and RCAs) within defined SLA requirements
• Problem management in identifying root causes for non SLA compliance incidents

Service improvement

• Accumulate and assess root cause analysis assessments and recommend corrective measures are in place for SLA compliance
• Coordination and project management of Service Improvement Plans in line with corrective measures
• Escalation management for internal stakeholder in relation to project completion

Customer maintenance

• Customer name/address changes (bill to, ship to, registered office)
• Proactive management of customers Mergers & acquisitions in line with Legal regulatory compliance and customer experience
• Contact management – RICA/authorised signatories, technical contacts, single points of contact, On-site contacts.
• Ensure customer engagement agreement and documented for Business continuity purposes
• Rica compliance for change in company details

Service maintenance

• Manage all non-billing impacting changes – technology, configuration changes, additional IP addresses, telephone numbers etc.
• Manage billing impacting changes – upgrades/downgrades, site moves/migrations, terminations, renewals

SLA compliance

• Analyse and understand customer agreed SLA
• Ensure implementation for mechanism for SLA compliance
• Monthly, quarterly SLA compliance reporting (as per customer engagement agreement)
• Calculate non-compliance penalties, formulate and submit for processing the penalty credit notes (if applicable)
• Ensure that  improvement plan to mitigate SLA penalties and to drive 100% compliance

Customer experience management

• Document and manage customer experience expectations (email, telephonic, written and face-to-face) engagement requirements;
• Summarise the specified turnaround times as per the SLA or customer expectation
• Implement mechanism to meet and manage customer expectation across the customer life cycle

Role Dependencies

• Accountability for the delivery of good quality service and the resultant relationship between the client and MTN Business

QUALIFICATIONS
Education:

• Matric plus 
• 3 year Degree / Diploma in Engineering / Telecommunications 

Experience:

• Minimum 3 years Customer Service Management 
• Minimum 5 years in Telecommunication industry, enterprise based  and Fixed line opco