Current Vacancies at MTN

JOB DESCRIPTION

• The key purpose of the Agent: Written Correspondence is to provide world-class first line  support within the Written Correspondence (email) and Live Chat/WhatsApp environment. The Agent will respond to customer enquiries ensuring that customer requirements are evaluated effectively, and that the most appropriate and effective solutions are provided.

The Agent: 

• Written Correspondence operates within Customer Experience and Operations/CXO, Non-voice channels. Their portfolio includes (but is not limited to) first line support around topics and enquiries related to all MTN products & services, billing & account management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc. 
• Focus areas (email or WhatsApp/live chat) will be designated through WFM and/NonVoice leadership. The Agent: 
• Written Correspondence, will be multi-skilled in order to ensure that the highest customer satisfaction standards are met, and operational performance metrics are achieved.

RESPONSIBILITIES
Leading Customer Experience 

• Ensure delivery of day-to-day customer service delivery in alignment with CXO strategy 
• Execute consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) with a key focus on sentiment conversion and customer retention 
• Operate across all Written Correspondence touchpoints (email & WhatsApp) and within the Outbound Contact Center as dictated through Standard Operating Procedures (SOP) , and in alignment with quality standards 
• Provide first line support across Written Correspondence, responding to enquiries that include topics related to (but not limited to) MTN products & services, billing & account management, MFS, credit control, collections, sales, partner & channel support, customer retentions, MNP, Network & Coverage, fraud, device & technical enquiries, etc. 
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated to second line support in line with the escalation processes 
• Adhere to channel designation through work-force-planning and KPI’s 
• Offer innovative solutions to customers, while adhering to the PPP’s and keeping within the parameters of key legislature and business rules 
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions 
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact 
• Use relevant tools to support customers on product, system, and process knowledge. 
• Drive self-service adoption through customer education 
• Identify potential threats to brand and execute recovery processes timeously Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance 
• Justify & record all actions that require budget/finance such as credits and refunds. Ensure service recovery cost is justified in terms of customer retention 
• Where required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance, Legal, Corporate Affairs, Regulatory, etc. 
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards Profit Driving 
• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions 
• Converse & engage with customers around MTN offerings Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues 
• Proactively engage customers on all active planned campaigns 
• Update customer details (email, contact number) on all customer contacts

QUALIFICATIONS

• Grade 12 
• Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions. 
• At least 1 years’ experience in a written/electronic customer service environment/second/third line support 
• A written communication assessment score of 80% and above 
• Advantage - Track record of meeting FCR requirements within a customer service environment 
• Knowledge of sales techniques and telephone etiquette

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JOB DESCRIPTION

• To drive tactical initiatives relating to customer retention (proactive and reactive campaigns). To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with MTN and encouraging retention of existing customers through service excellence

RESPONSIBILITIES

Operational Processes

• Engage with the customers in a professional way as specified in the service standards.
• Ensure customers’ needs and expectations are understood.
• Process the customers' requests in an efficient and effective way.
• Execute on outbound calling to support MTN SA’s pro-active efforts to retain customers in the form of upgrades and/or package migrations
• Customer retention through inbound interactions.
• Provide support to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
• Optimal use of Save/Retention tools as a means to improve Save rate, increase customer value and improve customer satisfaction
• Pro-active customer engagement based on insight from churn propensity models
• Contact customers that are dissatisfied or are repeat callers to proactively resolve any challenges they have experienced
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships Resolve all customer queries efficiently, and within agreed timelines and procedures
• Execute on end to end requirements as it relates to the upgrade journey and associated transactions
• Adherence to the departmental escalation process where applicable.
• Adherence to the prescribed Quality assurance process and scripts.
• Engage with customers through multiple communication channels as applicable to MTN including but not limited too Telephony, Social media, email etc.
• Effective stakeholder engagement both internally and externally.
• Contribute to Team goals and objectives
• Monitor stock requirements and inform supervisor
• Perform ad hoc projects on an occasional basis as required
• Maintenance of expert knowledge on product including pricing, application procedure, processing and timelines in order to drive and achieve relevant product and service targets.
• Comply with governance in terms of legislative and audit requirements
• Track, control and influence business activities with the specific aim to increase sales and service efficiencies.
• Customer Service (internal / external) Ensure that all MTN customers feel valued and important
• Provide accurate advice and information to customers and adhere to quality standards
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously

QUALIFICATIONS

• Grade 12 Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions. Advantage - Track record of meeting FCR requirements within a customer service environment Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English Verbal and written communication Confidence Resilience Purposeful small talk

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• This role exists to effectively implement all customer solutions and provide high level technical support to MTN Business Clients, post implementation.

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

• Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
• Provide onsite hosting support if required
• Technical Vetting of customer designs

Customer Relations

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Business Solutions products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated  calls on a regular basis 
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure all queries are attended to and resolved within agreed SLA’s.
• Ensure that client specifications are met and that the client is satisfied with the end service 
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement 

• Put feedback systems in place to improve and adapt services to changing demands
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data
• Get first-hand client information and use it for improvements in customer services and support

Supervisory / Leadership / Managerial Complexity 

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively to ensure that no potential conflicts arise. 
• Develop supportive relationships and encourage a team spirit
• Maintain a customer-centric approach
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs
• Knowledge sharing (complex customer solution and products)

Creativities (improvement/innovation inherent) 

• Participation in product development 
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious 
• Suggests concrete ways to improve productivity, and improve resource utilization
• Establish sound relationships with all stakeholders
• Recommend and implement cost-saving activities where possible
• Evaluate situations and determine the best methods to reach defined outcomes
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements. Apply industry best practices to meet client needs

Vulnerabilities (control span) 

• Failure of Telco infrastructure occurring regularly
• Dependency on all providers for all implementations and upgrades of network
• Lack of efficient monitoring systems 
• Core network failures 
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Non-achievement of turnaround times

Responsibility towards:   

• Direct reports: None
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
• Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Independent thought and Judgment   

• Resolution methodology of faults 
• Escalation of issues for resolution.
• Appropriate dissemination and reporting of information
• Implementation of operational plans
• Resolution of queries / problems (within parameters set by SLAs and company policy)
• Enhancing processes and procedures for the department

Authorities   

• As per level of delegation.

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

• Matric or equivalent 
• 3 year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology) or related
• CCIP/CCNP working towards CCIE certification 
• Juniper JNCIA M-Series Certification advantageous
• IT related National Diploma or Degree  advantageous

Experience:

• Minimum 5 years ISP experience in similar role 
• Minimum 5 years CISCO or JUNIPER experience 
• Minimum 3 years customer facing experience 
• VOIP experience advantageous
• Security experience advantageous

Training:

• Cisco Network configuration and problem solving
• WAN and LAN technologies
• Linux/Unix 
• Client Service – methodologies and techniques
• SLAs
• Product and systems training
• CCNA, CCNP, CCSP, CCIE written, JNCIA, JNCIS
• VoIP
• BroadWorks certification
• Session Border Controller configuration experience
• Hosted Contact Centre configuration experience
• Facilitation management 
• Leadership awareness 

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  

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JOB DESCRIPTION

• To improve customer satisfaction through proactive and reactive service recovery of MTN customers who have experienced service failure/s or have expressed dissatisfaction with their customer service experience with MTN’s customer service champions
• To minimise customer churn and improve customer satisfaction through proactive and reactive service recovery of MTN customers who have experienced service failure/s or have expressed an intent to discontinue business with MTN SA.
• To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with MTN and encouraging retention of existing customers through service excellence.

RESPONSIBILITIES
Customer Query Resolution

• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide support to customers on their engagement platform of choice and in accordance to MTN's omni-channel engagement strategy (i.e. voice, email, live chat, social media, in store etc.)
• Drive targeted proactive outreach to dissatisfied customers and turn them into satisfied and loyal customers through customer service recovery strategies
• Improve customer experience metrics such as CSAT, tNPS, repeat caller rates, customer loyalty etc.
• Acknowledge and resolve all queries received end-to-end providing feedback to both the originating touchpoint and the customer within the agreed turn-around-times and set service level agreements. Focus on sentiment conversion and customer retention
• Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
• Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for customers once resolution has been achieved
• Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual disputes are at play
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
• Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
• Use relevant tools to support customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
• Meet service quality standards as outlined
• Drive self-service adoption through customer education
• Identify potential threats to brand and execute the brand emergency process timeously
• Operational Processes and Procedures
• Adhere to all PPPs defined for MTN SA, which may cut across functional areas
• Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
• Adhere to the CXO Standard Operating Procedure
• Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
• Attend to queries and needs of internal and external customers as required within set procedures
• Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencer levels)
• Ensure that standards are always in place around brand identity when it comes to engagement
• Where possible educate customer on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed

Profit Driving

• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
• Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
• Converse & engage with customers around MTN offerings by providing value enhancement offerings to customers
• Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues
• Proactively engage customers on all active planned campaigns
• Proactively educate and inform customers about MTN’s self-help/digital service offerings
• Update customer details (email, contact number) on all customer contacts
• Quality Control and Improvement
• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve customer service and support provided, and identifying trends
• Assist the business in finding ways to improve service levels and customer satisfaction scores. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process and customer service standards.
• Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
• Provide insights on top trends and make recommendations to the CXO Management
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
• When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
• Legal, Corporate Affairs, Regulatory, etc.

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice
• Establish and build professional and sound relationships with colleagues, customers, and service providers
• Forge relationships throughout the entire service operations division to maintain and improve performance

QUALIFICATIONS

• Grade 12
• Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions.
• Advantage - Track record of meeting FCR requirements within a customer service environment
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English
• Verbal and written communication
• Confidence
• Resilience
• Purposeful small talk

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JOB DESCRIPTION

• Call Volume Distribution between BPO’s for routing and forecasting purposes
• Analyse and interpret all data that impacts on the various CSO touchpoints
• Capture and understand the needs of internal/external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight reporting
• Optimize scheduling process continuously reviewing volume demand patterns to generate schedules designed to maximize agent utilization
• Produce contact center short and long term demand forecasts for multiple lines of business and channels
• Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc
• Drive forecasting and model improvements to maximize statistical confidence and operational accuracy
• Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs
• Communicate and ensure implementation of strategies and plans for customer care and support defined within the unit
• Forecast the impact of proposed initiatives brought forth by the operations team and confidently recommend the appropriate staffing actions for the business
• Provide detailed analysis of “what if” scenarios
• Serves as central liaison between locations and BPO partners

RESPONSIBILITIES
Operational

• Planning Commercial Modelling, Volume Forecasting and Staff Scheduling
• Long term service demand and commercial modelling to implement best service strategy for customer service experience
• Service method benchmarking and planning to ensure optimal mix of customer service contact handling
• Align operational targets to business strategy of the Customer Operations Unit
• Develop strategies for Workforce Management for all CSO touchpoints
• Actively improve processes and techniques governing the workflow between forecasting, modelling and demand management by identifying areas for improvement based on Market leading and proven methodology, communicating recommended resolutions and implementing these
• Consider local conditions, as well as competitor activity in the management of contact Centre's
• Coordinate with planning and scheduling in scope business units accurately and report to key stakeholders
• Coordinate scheduling, planning and forecasting activities across all vendors and in house
• Make strategic decisions from scheduling and planning point of contact for business goal attainment Coordinate reporting and dashboard validation
• Presentation of business projections across business entities
• Conduct daily, weekly, and monthly sessions with operational leaders to provide results, outlook, and recommendations

Operational
Implementation

• Analyse and interpret all data that impacts on the various CSO touchpoints
• Capture and understand the needs of internal/external departments for all aspects of forecasting, planning, resourcing, systems configuration and insight reporting
• Develops analytical and predictive models to monitor, report, and recommend short and long term staffing assumptions (contact volume, forecasting headcount requirements, shrinkage, attrition, department KPI’s, and forecast models)
• Optimize scheduling process continuously reviewing volume demand patterns to generate schedules designed to maximize agent utilization

Operational
Implementation Continued

• Produce contact center short and long term demand forecasts for multiple lines of business and channels
• Establish key contacts and sources to collect and maintain model inputs such as volumes, initiatives, average handle time, shrinkage, attrition, headcount etc
• Drive forecasting and model improvements to maximize statistical confidence and operational accuracy
• Produce capacity planning with staffing and hiring recommendations to meet growth plans and SLAs
• Create new reports which combine and summarise data from multiple sources to generate meaningful information, knowledge an insight
• Communicate and ensure implementation of strategies and plans for customer care and support defined within the unit
• Forecast the impact of proposed initiatives brought forth by the operations team and confidently recommend the appropriate staffing actions for the business
• Provide direction and support to staff in dealing with issues as required and provide information when requested
• Provide ongoing training and development to staff to ensure effective service delivery
• Provide detailed analysis of “what if” scenarios
• Determine, review and make input into requirements for projects impacting processes and systems that are inputs to WFM planning and execution
• Review and report on impact of project implementation on workforce capacity and volume handling
• Fully responsible and accountable for the design of metric score cards/dashboards and policies that impact work force positively Monitors contact center, pipeline, and financial performance and identifies opportunities to improve Serves as central liaison between locations and BPO partners

QUALIFICATIONS

• Minimum of 3 year tertiary qualification
• Certification an advantage with bias on statistics, workforce planning and analytics
• Fluent in language of country with basic command of English
• At least 4 years contact Centre planning & forecasting experience
• Ability to organize and manage multiple priorities simultaneously, strong analytical skills
• Must have experience in workforce management systems i.e. Genesys
• Full understanding and knowledge of end to end resource planning cycle incorporating forecasting & planning, scheduling, service delivery and management information
• Change management capability
• Detailed knowledge of Telephony systems

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

• The purpose of this role as Account Manager is to focus on hunting for new sales revenue in the region and handover to farmer Account Manager.
• The role also aims to achieve MTN’s growth, profitability and market share in the region. 

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

• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Driving Profitable growth for MTN Business

• Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
• Actively and strategically targeting new business acquisitions 
• Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
• Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
• Once they close the deal they hand it over to a Revenue Quota bearing sales person

Account Management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on account performance as required.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

• Ensure all customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.
• Ensuring Appropriate Governance and Quality control Measures
• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards

Project Management

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

Business Analysis

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

Adopt a customer centric approach 

• Build employee relations and collaborative teamwork 
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Have the self insight and flexibility to adapt to different situations

Live the MTN Brand – change and influence employees behaviour

• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
• Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
• Identify and recommend process and system improvements 
• Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• Strive to automate processes and procedures wherever possible
• Recommend creative and innovative solutions to enhance MTN SA’s performance
• Establish sound relationships with all stakeholders
• Encourage continuous service improvement
• Implement cost-saving activities
• Actively identify new customer opportunities and liaise with relevant management
• Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
• Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.

Independent thought and Judgment:

• Recommend new accounts that may be profitable and sustainable
• Execute actions that have been agreed 
• Dissemination of information
• Resolution of queries / problems (within parameters set by company policy)

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

Education: Preferred

• Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related

Experience: Compulsory

• Minimum of 3 years’ experience in an area of specialisation / 
• Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
• ICT Experience is preferable
• Experience in Large SME is preferable

Training:

• Products and Services
• ICT technology
• Contract appreciation and business-related courses

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

• Achievement of sales, retention, customer development and revenue targets for the assigned accounts
• Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
• Customer satisfaction index
• CMAT targets
• Achievement of customer and internal KPA’s
• Timely reporting and the accuracy thereof
• Implementation of operational and promotional plans

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Key Performance Areas:

The Manager: Technology role will be accountable to achieve the following objectives:

• Create a holistic picture of each project to provide context for the findings, and implement procedures as required to perform Technology, Security and Networks audits
• Manage expertise and resource planning and requirements for Technology, Security and Networks Audit assignments, special assignments and management requests
• Manage the audit assignments’ progress and escalate any roadblocks to completion to the Senior
• Manager for intervention and resolution
• Ensure that IA methodology as prescribed by Group Internal Audit is strictly adhered to, including identifying and defining issues, developing criteria, reviewing and analysing evidence, and documenting Technology, Security and Networks processes and procedures
• Oversee and manage the work of the audit staff in conducting interviews, reviewing documents, developing and administering audit surveys, composing summary memos, and preparing working
• papers or audit operations
• Implement the audit program, recognise control weaknesses, assess the materiality of these weaknesses, and relate them back to the scope and objectives of the audit
• Review the audit programs to ensure the appropriate testing mechanisms
• Review and manage the work of the audit staff in identification, development, and documentation of audit issues and recommendations for improvement, as guided by Senior Manager Technology,

Security and Networks

• Develop recommendations for bringing programs and operations into compliance with goals and objectives and write up reports to document findings
• Communicate the results, findings and recommendations of audit projects through written reports and face-to-face presentations on a timely basis to the Senior Manager
• Ensure that the audit is carried out on the eGRC system in line with process and methodology as mandated by the Group Internal Audit and Forensics function
• Follow up on the implementation of audit recommendations in a timely manner
• Perform control adequacy and effectiveness reviews of business processes
• Interact with staff, Audit Managers, General Managers, BRM consultants, and when necessary, with Executive Management to obtain and/or communicate relevant information to achieve the objective/s of the Technology, Security and Networks Audit function
• Maintain all MTN and professional ethical standards and ensure internal audit activities are carried out in compliance with The International Standards for the Professional Practice of Internal Auditing (Standards) and IIA Code of Ethics Support the Senior Manager Networks in coordinating with the External Auditors where needed and facilitate their fieldwork within MTN
• Report on an ad-hoc basis on specific projects as and when necessary

Key Deliverables:

• Actively ensure internal audit processes are in line with the Group Internal Audit methodologies and IIA standards
• Reporting on Audit outcomes

Job Requirements:

Education:

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

Experience:

• Minimum of 5 years’ experience in an area of specialisation coupled with supervising / managing others
• Worked across diverse cultures and geographies advantageous
• Experience working in a small to medium organization

Competencies:

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

Skills:

• Strong investigations skills – preferably in the context of Technology
• Project Management
• Customer Focused