Current Opportunities at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job

• To provide technical expertise in the development of enterprise related products in line with the set B2B Technology Centre of Excellence (CoE) business strategy. Serve as the interface between customer-facing commercial business units and the various underlying technical areas, for the provision of solutions and strategic direction regarding products and services. To conduct research for new products, product enhancements, and product redesigns. Evaluate the potential and practicality of products in development to plan and accomplish the set business goals.

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

Key Deliverables

Strategy Planning

• Assist in finding innovative new enterprise initiatives and capitalise on opportunities.
• Contribute to the development of business cases for all Technical Product Design projects in the Enterprise related domains.

Planning and Delivery

• Understand customer needs to design and fine-tune products accordingly.
• Develop technical specifications to ensure that user and functional requirements are met.
• Evaluate product performance and design enhancements to continually improve usage and performance.
• Contribute to the integration of enterprise technical products designs with the relevant infrastructure and technology systems.
• Identify trends and patterns pertaining to customer requests and needs to continually develop new products and services and improve all aspects of service delivery.
• Apply best practice, continuous improvement and innovation at process and procedure level to the enterprise technical products solution design.
• Consider the impact of technical product design solutions on other areas of the business, as well as the interdependency of units and domains under the Enterprise CoE.
• Compile various types of detailed reports such as functional, strategic, high-level, and periodical progress updates aimed at a wide range of audience (e.g. organisational executives, customers, etc.) in the form of consolidated solution documents, costing, and timelines.
• Conduct data analysis and reporting on product performance including uptake and revenue.
• Survey local conditions, as well as competitor activity, and provide constant updated competitor analysis and insights around Enterprise technical product design.
• Analyse new technology trends and innovations and assess their fit into the MTN organisational goals.
• Participate in opportunities to grow knowledge of industry practices relevant to technical product design, process improvement, and innovation.
• Build and maintain relationships with all internal and external stakeholders.

Programme Management and Project Delivery

• Contribute to the implementation, tracking, monitoring, and compliance of projects.
• Input into project planning and management to meet defined timelines, functional scope, and quality standards.
• Adhere to policy and procedures during the implementation of projects.
• Participate in the effective implementation of the integrated project management model.
• Report on the progress of projects against the set timelines and objectives.

Governance and Risk Management

• Strictly follow relevant policies and procedures.
• Act in accordance with the Delegation of Authority.

QUALIFICATIONS

• Job Requirements (Education, Experience, and Competencies)

Education:

• Minimum of 3-year tertiary degree in Engineering, IT, or B.COM.
• An MBA or post graduate degree is advantageous.

Experience:

• A minimum of 5 years’ experience in Product Development, Telecommunications, Business Analysis, Software Development, Project Management or Internet of Things.
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous).
• Worked across diverse cultures and geographies.

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.

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JOB DESCRIPTION

• To continuously improve the processes and operations that allow the Client Services teams to deliver MTN Business solutions and products to clients in line with the target costs, KPIs and defined SLAs This role will also be responsible for continuously improving the cost-to-serve and cost-to-assure though demand analysis, vendor performance analysis and process optimization. The  role will be responsible for on-boarding fixed and mobile clients, managing credit risk and ensuring quality controls are in place across all processes whilst adhering to regulatory and financial regulatory requirements,

RESPONSIBILITIES

Task Complexity:

Operational Planning

• Working with client operations teams (project managers and engineers), process and system owners, solution vendors and Product teams, 
• Responsible for analysing existing tools, processes, people and vendors to ensure the optimal capabilities in MTN are available to meet the desired SLAs and target cost-to-install.  
• Give input into implementation and co-ordinate solutions with vendors and internal training material and/or overview presentations. 
• Work closely with the process owners to ensure any potential solutions are given the correct priority. 
• Responsible for ensuring that any solution provided adheres to compliance of corporate Risk and Compliance requirements. 
• Required to manage multiple Business implementations at any one time whilst ensuring deadlines are adhered to.
• Consider the current, medium and long term (1-2 years) implications of decisions/outcome from vetting operations.
• Plan and conduct review of the credit extended to customers in periodic intervals

Service installation and solution implementation

• Ensure correct Project management methodology and processes are adhered to  (incl. training)
• Ensure correct Vendor delivery processes are in place 
• Responsible for Service inventory forecasts

Optimize the cost effectiveness of the planning function:

• Revise the processes related to Project Management, Pre-sales-to-Order Entry and implementation management
• Ensure projects are delivered timeously and according to forecasted costing.
• Review processes and changes needed into system

Drive defined profitable Growth 

• Ensure all customer projects are completed within agreed time, cost and quality objectives
• Drive client retention through effective service delivery
• Ensure delivery against agreed SLAs
• Set up internal and external tracking and monitoring of service, quality, cost control and timeliness and reporting on all KPIs

Operational Readiness/Support

• Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live. The scope of this work includes integration with testing, cutover, contingency execution, go-live decision assessment and overall operational readiness evaluation. 
• Ensure that operational readiness scope is in alignment with the strategic direction of Company. 
• Develop the Operational Readiness Framework and Methodology in alignment with Company Program Plan. 
• Develop a detailed implementation plan of the Operational Readiness development, testing and execution in alignment with the Company Program. 
• Monitoring project risks and execution of contingencies as they are initiated. 
• Work closely with up to eight independent functions / departments to develop and evaluate operational readiness. 
• Develop metrics and measures to feed to overall project go-live readiness decision. 
• Establish a list of measureable critical success factors for the Operational Readiness execution. 
• Manage the resources associated with this investment against ROI. 
• Coordinate the milestones and priorities of project teams within all phases of the program lifecycle. 
• Design, develop and execute the central overall Operational Readiness Checklist. 
• Manage and report on the project schedule, including updating of the project plan.

Ensuring a culture of Operational Excellence

• Ensure accurate and timely business and performance reporting process
• Ensure appropriate business predictability across all client projects
• Ensure the right client service organisation structure to enable better client experience
• Ensure the right client service processes and procedures across the business
• Ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
• Continuously develop and recommend client service models to align the business performance
• Ensure that a process is in place for seamless handover between all divisions and client service
• Ensure effective vetting operations  systems and process aligned to corporate service level targets for all business channel’s customers
• Define predictive models to assess probability of default and measure propensity for payment for the applicable channels
• Design and Implementation and management of effective scorecard for all SME and business customers which is in line with overall MTN RA strategy for business operations.
• Develop and produce a Risk Matrix on existing customers and review guarantee requirements at consistent periodic intervals.
• Quality assurance of CNSA’s, ensuring discount structures; connection incentives and guarantees are in accordance with Sales proposals.
• Provide necessary operational support to the business channels in preparation and finalization of Tender documents.
• Develop and implement proper control mechanisms for handling and maintenance of retained customer resources (i.e. Guarantee, CI etc) and ensure that they are in line with company guidelines.

Ensuring appropriate Governance and Control measures 

• 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 
• Appropriate implementation of DoA
• Continuous improvement of efficiency and effectiveness of vetting operations.

Process Management

• Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
• Understand the ITSM landscape of the Customer (internal) and understand In-scope ITIL / eTOM processes to be designed and implemented
• Provide ITIL and eTom best practice consulting at a strategic, design, and operational  level for the Customer’s environment
• Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors

Quality Compliance

• Manage quality compliance by identifying quality requirements; disseminating standards, policies, and procedures; analyzing audits and other quality data; recommending and implementing process improvement plans.
• Must understand data-collection analytics, problem solving, and metric reporting to build a sustainable quality process
• Identify best practices and optimize the use of quality tools to provide superior quality.

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 and issue management

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Complexity: 

• Deploy and redeploy resources to get the work done
• Build and enforce a customer centric approach 
• Employee relations and collaborative teamwork 
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively
• Have the self insight and flexibility to adapt to different situations
• Manage boundaries that separate units in order to optimise workflow
• Living the MTN Brand – changing and influence employees behaviour 
• Lead, develop and coach the Client Service team
• Manage a team in covering all fulfilment and order management tasks. 
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Make MTN business Client Service environment the best place to work
• Improve the employee engagement through the GCA
• Ensure the attraction, development and retention of Client Service and Project Management talent
• Build a professional and differentiated Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Role Dependencies: 

• Willingness to contribute and add value across other business segments
• Work closely with IS in ensuring platform integration
• Work closely with Billing department to ensure project implementation results in close out and correct billing
• Work closely with Distribution to ensure adequate stock levels
• Contact Centre collaboration to ensure SLA’s between departments, where applicable, are met. 

QUALIFICATIONS

Education:

• Relevant 3 Year Degree/ Diploma in Commerce, Project Management or IT (e.g. B Comm/BSc/National Diploma/BTech)

Experience:

• Minimum 5 Years Operational experience (in Marketing/ Retail/ Call Centre/ Commercial)
• At least 5 years’ experience in leading retail and service operations in the ICT, mobile and/or in retail-intensive B2B/ B2C industries
• A strong demonstrable background in developing and executing exceptional customer service strategies.
• Minimum of 5 years’ experience in area of specialisation; with experience in supervising/managing others and managing 3rd party relationships.
• Experience working in a medium to large organization 

Training:

• Products and Services
• Systems training
• Computer training
• Telecommunications markets training – fixed and mobile
• Project management
• Presentation skills
• Communication and Negotiation skills
• Regulatory requirements
• Business Analysis

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JOB DESCRIPTION
Mission/Core purpose of the Job Working closely with the MTN Executive Leadership Team and the Opco CEOs, the Executive: Group 
Mission/Core purpose of the Job

• Ensure planning and implementation of client-specific cloud infrastructure services and technology solutions aligned to the standard operating procedures. Provide technical engineering support for the MTN Technology B2B Centre of Excellence (CoE) to enable the resolution of complex critical client problems. Maintain all policies relating to cloud infrastructure platforms and applications.

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

• The MTN Group strategy – Ambition 2025 – is based on 10 main pillars, including the Platforms one.
• Based on that, an increased focus is required on Enterprise ICT services and platforms across all MTN Operating Companies.
• In order to accelerate on this stream, MTN Group ExCo has decided to establish a Centre of Excellence (CoE) dedicated to those services.
• This is not far from what is happening in other Telco groups, like Telefonica or Vodafone.

The current allocation has been selected among few options and has been approved from the Executive Steerco that is supervising the programme with the participation of Group and SA Exec’s

• MTN South Africa is establishing a dedicated Technology function to support the MTN Converged ICT services ambitions.
• It has been agreed that the existing Technology support for the Group Elevated Multinational accounts will be housed within the Enterprise CoE with the Operations, Service Management, Incident and problem management being ring fenced into a dedicated function within Technology B2B CoE organisation.

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

ICT Planning and Design

• Planning and any other technological duties associated with MTN cloud SaaS and IaaS solutions. 
• Work with Technical Product Design team to analyse customer requirements associated with MTN cloud SaaS and IaaS solutions. 
• Providing input to the design and planning of cloud related solutions and platforms
• Generate project support documentation, including procedural documents for implemented systems.
• Identify opportunities for improvement, optimise performance and scalability of existing cloud solutions.
• Apply best practice, and continuous improvement and innovation at process and procedure level.
• Implement reports to measure relevant customer implementation KPI’s.

ICT Development 

• Work with the Technical Product Design team to develop and continually optimise 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. 
• Assist in supplier/partner technical assessments.
• Design and implement workaround solutions and out-of-the-box thinking to ensure speed to market.
• Give inputs into the development of bespoke SLAs that meets customers’ requirements.
• Work with Assurance teams to continually improve customer experience of provided solutions. 

Systems Optimisation & Performance

• Ensure quality objectives are met and maintained.
• Track and report on performance problems and performance improvements on division level. 
• Review design and implement optimisation changes.
• Support the commercial team in response to client RFP by translating customers’ requirements into technical specifications.
• Provide high level input on the planned cloud/technologies.

Operational Excellence

• Research, architect and implement new technologies in line with business needs to assist productivity and functionality in cloud platforms.
• Maintaining knowledge of current technology trends.
• Test new technology and software in the lab and establish fitness for MTN Business use.
• Constantly learn and evaluate technological skills as is relevant to Cloud Hosting.
• Assist with troubleshooting of systems-related issues escalated via Network Operations Centre (NOC) and Customer service consultant (CSC).

Supervisory / Leadership / Managerial Complexity: 

• Mentoring and Coaching of Graduate Engineers
• Engineers must be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Engineers must be proficient in the ability to manage their time accordingly

Role Complexity: 

• Must understand Cloud Adoption Frameworks
• Must have willingness to get related industry certifications for cloud (AWS, Microsoft Azure, GCP etc.)

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

• 3-year degree/diploma in IT or Computer Systems 
• Fluent in English

Experience:

• A minimum of 3 years’ experience in an ICT environment within the Telecoms sector, with specialisation experience in supporting and troubleshooting enterprise level cloud solutions
• Experience working in a medium sized organization 
• Related industry certifications in cloud solutions (AWS, Microsoft Azure, GCP, VMware).
• Cloud and Hyperscaler planning, implementation, and management.
• Knowledge of Cloud Hosting Platforms, App Modernization, Automation across Web, APIs, Databases, and Operating Systems
• Understanding of and experience with Planning Methodologies (Prince2, Scrum, Agile).
• Knowledge and experience of Cisco Networks, including Firewalls, SDN/SDWAN.
• Experience in Automating the Deployment and Management of Cloud Services.

Competencies:

Head - Big Picture Focus (10)

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

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

Authorities

• As per delegation of authority.

Collaboration (Formal and Informal Relationships)
Responsibility towards: 

• Key customers: MTN OPCOs, Group Enterprise MNC team, Pre-Sales.
• Key suppliers: Key Technology Partners,  MTN SA GICT, MTN OPCOs, Global Connect & Relevant Industry Bodies.

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Mission/Core purpose of the Job
To build, implement and deliver large scale data engineering solutions for MTN South Africa in the field of data engineering, data analytics, data governance, data products, cloud, APIs and machine learning. The key objective’s of this role is:

• Implement and Maintain Data Engineering Solutions
• Drive Operational excellence and implement best practice methodologies.
• Design, Implement and maintain processes which improve the Speed of Delivery through Agile and DevOps
• Drive Automation
• Enable Self Service - Provide tools and capabilities to enable our customers to access the right data at the right time
• Collaborate and share knowledge with key stakeholders in the organization 
• Manage team of permanent resources and consultants
• Context (Global influences, environmental / industry demands, organisational mission etc.)
• This role is within the Enterprise Information Systems technology department within MTN. The purpose of the EIS department is to provide overall direction in the design, development, implementation and maintenance of large-scale Business Intelligence solutions to meet MTN’s strategic Information provision, management and decision support requirements.

Additional Context:

• High Data Volumes in Big Data Landscape processing over 25 billion records per day and over 1700 feeds including batch and real-time
• Highly dynamic and fluctuating Telecommunications industry 
• Cutting edge field of advanced analytics and AI (Big Data, Machine Learning, Cloud)
• Over 15 data platforms (Data Warehousing, Data Products, Data APIs, Data Governance, Data Analytics, Machine Learning, Big Data. Microservices etc) 
• Exponential growth in BI and Data Demand
• Within the legal, regulatory and commercial environment of South Africa 
• Highly competitive market with new and established competitors 
• Context changes in terms of technology advancements 
• Highly Outsourced Environment

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

Strategic Input 

• Develop goals, tactical strategies, and plans needed to achieve the portfolio’s vision and build the capabilities to enable optimal delivery with input from relevant stakeholders.
• Drive the enablement of a self-service philosophy.
• Support the frameworks created that process the acquisition and dissemination of data from/to external sources based on the needs of the organisation.
• Support the strategic analysis of MTN system strategies to ensure that the strategic technological direction aligns and supports MTN Group objectives.
• Assist with developing the information roadmap, sourcing of new data sets and phasing of core reference data sets.

Data Engineering

• Define and implement data marts based on system requirements and business requirements
• Work with the team in the designing of databases and data models to ensure interoperability.
• Enable and drive data migrations across different data lake platforms and different servers, for example Oracle and Big data.
• Drive the resolution of data issues within the business systems and across the business source systems and provide guidance and/or presents solutions to these issues.
• Drive the Design and develop programs to deliver project requirements or enhancements to existing programs.
• Build efficient and re-usable services that can be reused to deliver requirements from different business units or projects.
• Provide input on the improvement system maintenance, performance and support initiatives.
• Maintain organizational intellectual property through documenting of solutions on the organization’s wiki platform.
• Knowledge Sharing through forum presentations and internal training

Tactical Planning and Operations 

• Provide operational leadership to the team, in line with business requirements, technology standards and best practices within the Data Engineering function.
• Identify areas where value can be added / exploited further, areas where value is being destroyed and areas where value is latent, and act accordingly.
• Drive best practice, continuous improvement and innovation, continuously refine the information, reporting, and analytical needs of the assigned business units.
• Utilise technology to optimise the data dissemination. 
• Enable business units to track performance reporting at a business unit level
• Identify and support initiatives to identify redundant / duplicated reporting
• Support and proactively drive system optimisation research.
• Influence and manage SLA’s with Infrastructure support to ensure high levels of availability and limit redundancy.
• Engage with other operations to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer.
• Ensure that vendor and 3rd party developers are developing applications that comply with business specifications and implemented according to approved quality standards
• Provide consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
• Ensure SLA’s are in place for timely production data and dashboard update delivery with business and other data users.
• Ensure incident and problem processes are in place for collaboration with IS Helpdesk, Incident and Problem managers.
• Ensure delivery of (authorised) projects according to the prioritised project list
• Evaluate new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company’s IS systems
• Define and establish management systems, processes, policies and procedures for effective team functioning.
• Ensure  the team performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
• Provide high level analysis and design reviews to other teams to avoid duplication efforts in solving the same application problems within different products within MTN
• Provide consultation on critical business and IT problems, researching and identifying enabling technologies based on customer requirements and defined business processes
• Provide a quick reaction task force to attend to major EIS incidents with a view to improving on systems design and stability
• Continuously review, improve and integrate processes, in order to optimize outputs and overcome fragmentation.
• Develop and implement IS solutions that meet business and IT requirements. These include functionality, processes, data, major products to be used, application interfaces internally and external to MTN.
• Participate in the design and implementation of an enterprise architecture based on business requirements and information technology strategies and trends.
• Partner with business leaders and peer-level managers to assess the technological cost and impact of recommended changes, help clarify priorities, and coordinate cross-organizational consortia where common needs have been identified.
• Assess risks and the effects of specific requirements on other business processes and system priorities to ensure technologies are aligned with EIS objectives
• Identify, interpret and guide future development by using the appropriate technology to provide solutions using the available technologies

Project Delivery

• Develop and drive the execution of agreed projects.
• Drive the implementation, tracking, monitoring and compliance of Projects
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management

Financial

• Tracking the budget for the functional area
• Provide input to CAPEX Plans for the area 
• Provide input to compile and manage CAPEX and OPEX budgets relating to functional activities
• Assist in the forecasting, planning and development of the portfolio’s budget and business plans for IS
• Give input into budgets that will enable delivery of area of expertise to the relevant business unit.
• Support CAPEX submissions to ensure that funds are secured.
• Support the creation of the business case for initiatives and projects in functional areas
• Assist in ensuring contract information is updated centrally and drive with the IS Commercial team
• Adhere to a non-inflationary or escalating contract pricing model
• Continually drive efficiencies
• Vendor and Contract Management in line with Procurement Policies
• Track and document all System licensing making sure that MTN is not paying for licensing that is not used.

Customer

• Develop a prioritisation process to drive prioritisation of requirements and initiatives in EIS to ensure timeous delivery of requirements.
• Integrate business requirements and BI roadmap to ensure delivery in a sustained manner in conjunction with the release management.
• Understand customer needs and develop/fine-tune systems accordingly.
• Educate business on data and information that is available for consumption through knowledge share and other practises.
• Give input to the relevant business units into the key drivers for budget and forecast purposes
• Ensure that EIS present to business on a regular basis on underutilized capabilities of systems, reports and future BI landscape

Internal Processes

• Make sure that common area for capturing and updating of Project Info exist and are used and ensure that all documentation, scripts and project information in stored in a central fashion and is easily accessible to the team and that methods for applying versions are logical and consistently followed.
• Manage outsourced partners for delivery of projects
• Ensure that the team defines, plans, architects and implements requirements with vendors and Operational area/ Ensure that Living System Logical Architecture Documentation is updated with each project, showing functional architecture, use cases, functional logic and that quality is determined by whether an alternative vendor could use it to reproduce a systems functioning with least 95% level of accuracy
• Ensure that Living System Snapshot, Roadmap and Project History Documentation is updates quarterly covering capacity, utilisation, functional overview, project history, project roadmap and costing.
• In all matters and decisions seek consensus with, and contributions from, as wide a group of stakeholders as possible.
• Raise and Manage Risks within portfolio
• Job Requirements (Education, Experience and Competencies)

Education: 

3 year Degree in Technology Systems (Telecommunication Management / Information Technology, Computer Science) or related Managerial courses will be an advantage.

Experience:

• At least 3 to 5 years in a multi-disciplinary IT environment, including, but not limited to, business intelligence, application architecture, application management, application design and development, middleware, database management, operations.
• At least 5+ years programming and analytics experience in the BI environment
• At least 2 years of senior leadership in similar positions, in fast-moving industries
• Strong understanding of all aspects of BI and Information Management processes.
• Experience in a telecommunications environment highly preferred
• Project management and business optimisation experience would be advantageous.
• Exposure to managing external vendor/supplier relationships and service level agreements.

Competencies:

Head - Big Picture Focus (10)

• Analytical Thinker - Manages the alignment and execution of tactical activities.
• Problem Solver - Assists in solving business challenges but looks to others for advice and guidance.
• Operational Value Creator - Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential.
• Relationship Manager - Builds relationships with customers and teams to uphold the MTN brand
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others.

Hands – Results Focused (50)

• Results Achiever - Drives team objectives and contributes to sustainability of results.

Other:

• Ability to take clear and economically sound decisions in a fast moving competitive environment
• Superb people leadership and management skills and demonstrated ability to build and energize high performance teams 
• Strong “can-do“ attitude combined with an ability to take a step back and articulate the implications of key decisions
• Business Acumen – a deep understanding of the business as a whole
• Strong analytical and problem solving skills
• Strong understanding of data warehouse methodologies
• Networking skills – the ability to build relationships internally that foster the flow of work
• Excellent communication skills – the ability to translate strategy into actions and drive implementation
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information
• Facilitation skills
• Strong presentation and writing skills

Authorities

• Recruit, develop and retain people with outstanding skills, qualifications and potential.
• Ensure effective performance management and ensure the identification of training needs takes place.
• Ensure accountability such that customer centricity culture is adhered to.
• Maintain good Employee relations and enhance collaborative teamwork.
• Ensure that subordinates obtain the coaching and guidance that they need.
• Mentorship, Coaching, Guidance and training to EIS Resources
• Build professionalism, loyalty and commitment to the organization.

Collaboration (Formal and Informal Relationships)
Responsibility towards: 

• Key customers: MTN SA Executives, General Managers and senior Managers with their functional areas
• Key suppliers: Procurement, Architects, Professional services suppliers, Managed Services Vendors

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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

• Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
• Ensure the existence of proof of concept environments to 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

QUALIFICATIONS

Minimum Requirements: 

Education

•  3 year Degree or Diploma in Information Systems or Engineering (Bsc IT, Bcom IT,)

Industry Experience

• At least 3 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
• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium  organization 
• 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

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Mission

• This role will direct, control and orchestrate  the activities of the CEBO office and the CEBO direct reports on projects and commitments, the responsibility will be to analyse and give counsel on execution of defined strategies as well as put in place business measures for the CEBO. Perform a meaningful role in long-term planning and establishment initiatives aimed at operational distinction for the CEBO office.

Context: 

• Highly competitive market with new and established competitors
• Fast moving industry
• Legislative changes
• Changes in the ICT market affects developments in future revenue environments
• Interdependency of systems and the need to understand other systems
• Changes in the business as a whole will impact on the business plan, processes and reporting
• High cross-functional dependency  to deliver timeously
• Compliance requirements from MTN Group for the various diciplines that include planning, reporting and revenue assurance

Key Performance Areas:

Task Complexity:

• Orchestration of CEBO and Leadership Team Projects and Commitments  
• Project Management of wide-ranging multi-disciplined Business projects from concept to completion
• Focus on ensuring accurate alignment amongst stakeholders, recommending mitigating approaches when needed 
• Understand the breadth of the projects within the CEBO’s scope of activities and agree on schedule of projects with RACI . Tact, diplomacy, and persistence are essential qualities in executing this dimension of the role. 
• Develop and maintain an inventory of critical path projects in which the CEBO is especially interested and/or for which awareness and involvement is essential
• Work with EBU leadership team to align their actions and communications in support of agreed upon goals. The BM role will be to work with all staff to ensure that the CEBO’s needs are conveyed, that progress is being made in a timely way, and that any demands on CEBO’s schedule are understood and agreed upon. The BM will also work to ensure the leadership team’s needs are conveyed to the CEBO for consideration.
• Be prepared to apprise the CEBO of project status and variations from schedule or scope.

Program Management and Independent Leadership of special CEBO initiated projects

• Scope, plan and execute multiple, often quick-turnaround projects with minimal outside assistance
• Conduct post implementation reviews to measure actual outcomes to previous benchmarks
• Present ideas for special projects that might facilitate the CEBO’s/leadership’s objectives
• Work with appropriate stakeholders, including outside parties, to undertake analysis, present findings to CEBO, EBU leadership team, MTN SA Executives or Board, as appropriate
• If necessary, oversee transfer of the project to other stakeholders within the organization
• This task ranges  from written reports to be authored by the CEBO to convening thought leaders on various topics. While the vast majority of CEBO initiated projects will find homes among the EBU leadership team and their staffs, some confidential or time sensitive issues will need to reside within the office of the CEBO and be led by the BM and the CEBO. From time to time, the MTN SA CEO and the Board asks the CEBO to come back with specific analyses, these too, would fall within the BM’ scope.

Communication on behalf of the CEBO and Leadership team 

• Learn, support and champion agreed corporate messages; business process management and continuous improvement methodologies; and work stream priorities
• Adopt a consultative approach to working with the business to identify opportunities for improvement in business operations, processes and resources
• Responsible for drafting and preparing Communications from the CEBO on Exco Meetings updates , Board meetings, ensure  follow up correspondence related to the CEBO’s various meetings with senior leadership, partners and staff, to various engagements involving external audiences. 
• Drafting of key communications and accurately reflect the CEBO’s position in internal meetings to help drive understanding 
• Help facilitate decisions the leadership team need receiving feedback on from the CEBO. 
• Support the needs of the leadership team in their ability to raise critical issues with the CEBO and receive needed responses, guidance and decisions.

Support the EBU leadership team’s communications with the CEBO: 

• Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes and enhanced management reporting
• Preparation for, and facilitation of, “critical path” CEBO meetings (e.g., with MTN Business leadership, current or potential MTN Business partners, MTN Group Executives, Business leaders, government officials, and peer executives). 
• While members of any one of these groups may initiate these meetings through the CEBO’s Executive Assistant and be responsible for inviting and preparing participants, the BM is accountable to ensure that the meeting objectives are realistic, that preparation is appropriate, and that the CEBO is well prepared. 
• This responsibility is less about logistics and more about content and the BM’s judgment about the appropriateness and sufficiency of the intended preparation. 
• Ensure the CEBO’s time is leveraged most effectively in a meeting context. 
• This may mean querying and pushing back on senior leaders and assisting in their preparation for their interactions with the CEBO.

Proactive resolution to Business challenges and Issues 

• Develop recommendations by following a process of testing impressions; conducting feasibility studies and cost benefit analysis; identifying impacts to other parts of the business; conducting internal and external research to resolve business challenges 
• Engage in root cause analysis often without prompting from the CEBO or others on issues and opportunities that could impact the MTN Business executive agenda
• Confirm hypotheses through tactful and discrete engagement with the relevant parties
• Develop alternative approaches to addressing the problem or opportunity
• Succinctly update the CEBO on the issues, supported with facts and recommendations
• Engage in coalition building in support of mitigation approaches
• This responsibility involves elevating those issues about which the CEBO should be aware and framing/positioning ideas to resolve the problem/mitigate the risk. 
• This is among the most challenging aspects of the job and will require the BM to focus on the underlying interests of the parties working with the CEBO, understand their intentions, and creatively identify alternative means of handling pressing issues.
• Apply change management and influencing skills to overcome stakeholder resistance to change and to help imbed the required
• continuous improvement culture

Role Complexity:  

• Although the BM and CEBO may have complementary roles, they handle very different day-to-day responsibilities. The BM is a critically important role, enabling the CEBO to work most effectively with internal and external stakeholders and fulfill their commitments to MTN Business’s partners, MTN SA CEO, customers, employees, and the Board of Directors. This is not an administrative role; it is highly strategic and facilitative one that requires a combination of focus and flexibility as well as a willingness to play an active, behind the scenes role.

Collaboration:  Refers to formal and informal relationships

• Responsibility towards:  who are they and what do they receive from the incumbent.
• Direct reports: To be defined matrix reports:  
• Key customers: EBU Functions 
• Key suppliers:  MTN SA and Group Wide
• Relations, etc.: Marketing, Sales & Service, IS, Network Group, Group functions, external and internal auditors IS; BI; BRM; MTN subsidiaries; Network Group; HR; Legal and Regulatory; Financial Management

Minimum Requirements  -

Education:

• 4 Year Tertiary qualification and a MBA, MDP required.

Experience:

• Minimum of 5 years work experience required
• This role provides privileged access to the inner workings of MTN Business and to highly sensitive information. The successful candidate will be discrete, high-energy, agile-minded, strategic, proactive, a direct communicator, highly-organized and committed to the vision and values of MTN. In addition, the following standards will generally define the successful incumbent:
• Results/action-orientation; program/project management skills
• Organizational and political agility; developed negotiation skills
• Unquestionable personal code of ethics, integrity, diversity and trust
• Able to successfully navigate within varying degrees of ambiguity in a fast-paced environment
• Strong strategic/financial analysis skills
• Mission-driven; passionate about MTN and related constituencies.
• Good sense of self and strong personal presence
• Market research experience a plus
• Willingness to work hard and take direction but also creatively solve problems for which the answers aren’t always obvious 
• Knowledge of MTN and key stakeholders to help navigate in the role
• Must have ISPA and ICASA knowledge

Training:
MTN products and services
Governance and compliance

• General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
• Must be willing to travel
• Willing to work long hours
• Constant pressure to meet extremely tight deadlines
• Be able to attend meetings outside the office
• Valid Passport and flexibility to travel internationally

KPA Quality Standards

• Manage end to end  issues from an integrative, executive leadership perspective 
• Responsible for leadership and decision-making related to the simultaneous execution of a complex growth strategy and the transformation of MTN within the ICT sector.
• Ensure SMART decisions making on all high level revenue and Client related initiactives and deliverables 
• Ensure compliance to all MTN Governance, Regulatory and Commercial 
• Solution Driven to achieve results 

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Mission/ Core purpose of the Job

• End-to-end accountability for the expansion, financial performance, as well as integration into cross-functional units of MyMTN Rewards. Expand, create and implement loyalty programme/ initiatives to address consumer and enterprise customer needs.  Align MyMTN Rewards strategy to support customer lifetime value development. Develop detailed programme specifications, delivery schedule, supporting campaign and commercial offers to support the delivery of this strategy. Expand the loyalty team operating model to support the delivery of the strategy.

RESPONSIBILITIES

• 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
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

• Develop a loyalty strategy, incorporating but not limited to the MyMTN Rewards programme, to develop customer lifetime value. 
• Align loyalty strategy to support CVM, Consumer & Enterprise business unit as well as ensuring that the objectives from the programme addresses cross-functional support for CDO & MFS. 
• Lead business transformation to embed loyalty decision-making principles cross-functionally.

Delivery

• Define the loyalty development and delivery roadmap for the financial year
• Integrate cross functional business requirements into the roadmap to ensure the delivery of the MTN growth curves
• Define and fill a loyalty structure to facilitate the delivery of the loyalty roadmap
• Deliver the loyalty roadmap by driving adoption & active participation in the loyalty initiatives via ATL & BTL campaigns
• Define and manage the enablers required to deliver the loyalty initiative roadmap, e.g. ATL campaign schedule
• Integrate loyalty liability into project management office and pricing forms
• Set up and act upon comprehensive Loyalty performance dashboards and reporting.  Define and create loyalty management reports. This includes - but is not limited to – customer lifetime value, MyMTN Rewards performance tracking, performance against business case.
• Define and deliver the operating model to facilitate supplier sign on and management.
• Analyse commercial impact of loyalty initiatives on product penetration, ARPU and incremental value delivered.
• Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
• Input into proposition development carried out by Consumer & Enterprise product and segment owners and advise of base and loyalty liability implications during prioritisation between specific initiatives.
• Work with finance to manage cost of sales and the loyalty liability

Capability

• Lead capability development requirements and define the capability strategy for an effective loyalty programme and loyalty initiatives
• Coordinate and manage the design of a holistic technical and operational blueprint for customer lifecycle value management across the MTN growth curves
• Build project controls to ensure that loyalty liability is accounted for across all project development in MTN
• Integrate requirements for campaign management, charging and provisioning platforms as well as loyalty management systems by translating loyalty objectives to the IT / Technical teams.

People

• Create and manage a high performance commercially focused loyalty structure with defined ways of working to facilitate cross-functional alignment.

Supervisory / Leadership / Managerial Complexity:  

• Create and manage a high performance commercially focused Loyalty operating model
• Manage contributions and expectations of external service providers and stakeholders
• Ensure ongoing liaison with other areas of the business 
• Review performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Build and enforce a customer centric approach  
• Communicate actively to effectively resolve any potential conflicts that may arise
• Have the self-insight and flexibility to adapt to different situations
• Live the MTN Brand values –influence employees behaviour
• Influence other stakeholders in order to achieve the business objectives of the channel

QUALIFICATIONS
Education:

• Post-graduate degree or equivalent qualification in mathematics, engineering, statistics, economics, econometrics or any other commercial or science degree

Global Experience Standards (10)

• Min 10 years of relevant work experience 
• Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry in a strategic commercial or marketing role
• Fluent in English
• Demonstrated leadership of an established and successful CVM function within MTN or another operator recognised as a leader in CVM
• Experience in commercialisation and automation of analysis

Commercially astute

• Demonstrated experience in negotiation skills, supplier sign on and management
• Prior experience in consumer and enterprise value management (preferred)
• Prior experience of mobile industry (preferred)
• Demonstrated ability to influence management level staff in group and 1:1 situations
• Demonstrated ability to create structure within an unstructured environment
• Disciplined detail-oriented style, combined with ability to simultaneously work at a strategic level
• Experience in loyalty programmes & initiative methodology, principles, capabilities, and techniques.
• Demonstrated ability to create, lead and inspire high-performing teams.

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JOB DESCRIPTION
Key Tasks: 

Strategic input

• Provide input into the Network Operations strategy
• Develop the first line operational management strategy to achieve operational efficiencies and network uptimes
• Develop the Network Operations Centre skills and capability development strategy
• Keep updated with the latest international trends in network management and investigate the application of these in MTN 

Operational Excellence

• Develop and maintain a progressive SOC (Service Operations Center)
• Implement and maintain processes that focus on Customer experience Management
• Deploy and maintain effective governance for all aspects of Service Assurance
• Maintain and ensure continuous improvement of Service Management policies and processes for Incident Management, Problem Management and Change Management
• Implement Technical Service Transformation in MTN i.e. Single service management Policy and strategy to effect better customer experience.
• Be Responsible and accountable for the operation and functioning of the Service Assurance department, i.e. manage and monitor network and services 
• Ensure the 24x7 monitoring and management of the network and services meets business requirements including addressing all alarms, tracking and management of trouble tickets
• Ensure 1st level support for network and services 
• Ensure end-to-end performance and track/report on performance problems and improvements
• Ensure the network availability is maintained at the highest possible levels
• Manage development of framework for managing, tracking and reporting network performance against agreed service levels
• Continuous improvement of the fault management process including procedures for addressing the majority of faults by the NOC, identifying appropriate and targeted escalation triggers and ongoing tracking and management of all faults to the point of resolution 
• Ensure effective Incident management. Communication and stakeholder management are key outputs of the incident process.
• Continuously improve network change management procedures to ensure all network changes are carried out with the necessary approvals, scheduling, tracking and control
• Implement an effective and efficient problem management process and related governance.
• Implement and continuously improve support for wholesale customers, ensuring that the support is effective and efficient
• Implement and continuously improve processes for SVMS support and collaboration.
• Develop and implement processes for creating and provisioning new network elements and expansions with guidance from core network operations, transport network operations and service operations
• Manage continuous improvement of dashboards in NOC and SOC
• Ensure operations team is adequately skilled at all times. 
• Ensure the NOC and SOC provides skilled and precise support for integrating new network elements and upgrades with guidance from core network operations, transport network operations and service operations
• Manage communication of design problems and provide input to design/planning /operations team 
• Ensure that company personnel adhere to policies and procedures
• Ensure vendors are meeting their SLA with MTN
• Negotiate, manage and maintain SLA’s with interconnect partners and other solution providers 
• Ensure systems are meeting SLA
• Ensure NOC is provided support and escalation procedures per service
• Effectively manage the new SMC facility including displays and all housekeeping activities
• Continuously review and update best practice implementation for the network operations centre
• Manage MTBF and MTTR as defined
• Manage development of procedures for the rapid response and appropriate support for high value customers and efficient and effective support for all customers

Develop and continually improve effective troubleshooting procedures and practices

• Manage of   Service Level Agreements with corporate customers and transmission/ interconnect providers 
• Ensure operations/maintenance documentation is sufficiently detailed and up to date to ensure business continuity

Communication and co-ordination

• Ensure the Service Assurance department provides a high level of co-operation and support for all network group departments
• Provide a professional and effective interface between the network operations centre and customer operations
• Interface with other areas of the MTN business both within and outside of the network group for effective customer support
• Manage interface with external customers 
• Ensure real time and planned network performance information is communicated as necessary
• Ensure timely and accurate delivery of Telkom performance reports and Stats

Financial Management

• Forecast, plan, develop and review network Service Assurance budgets in line with MTN SA financial requirements
• Ensure Service Assurance budgets are optimised 
• Manage Service Assurance expenditure in line with agreed budgets
• Identify and eliminate non-contributory expenditure

Project Management 

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

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS
Education : 

• Minimum of 4 year tertiary qualification in Electrical Engineering / Masters advantageous
• Fluent in English 

Experience: 

• Manager track record of 7 years or more with at least 5 years in in the Telecommunications Environment, including GSM experience and experience in managing a NOC and its staff.
• Worked across diverse cultures and geographies advantageous