Current Vacancies at MTN

Mission/ Core purpose of the Job

 

The Manager: Legal Affairs and Contract Management will provide management of Bayobab with comprehensive commercial legal service and act as liaison between MTN Group, FiberCos, Operating Companies, suppliers, and customers.

The Manager: Legal Affairs and Contract Management will support in the following areas: 

• Provide legal support and counsel to various internal Bayobab stakeholders.
• Manage contractual relationships across Bayobab departments.
• Manage commercial transactions between Bayobab and other OPCOs and trade partners.

   Provide support in developing relevant reports to Group on various projects.

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

The Mgr: Legal Affairs and Contract Management will be accountable to achieve the following objectives:

• Negotiating commercial interests across various functions and roles within Bayobab
• Managing and participating in various projects undertaken by different departments from a legal perspective.
• Negotiating and facilitating legal and contractual framework with other parties whilst maintaining uniform standards adopted at Group level.
• Manage legal relationships between Bayobab and its trade partners.
• Effective drafting and reviewing of contracts from a qualitative perspective.
• Ensuring best practices on usage of processes and procedures in Bayobab.
• Drive compilation of common contract templates and encourage common usage.
•  Negotiating, drafting, and implementing various infrastructure and cable agreements.
• Providing legal advice and opinions and attending to all legal queries from various departments.
• Providing legal support in respect of compliance with applicable legislation.
• Advising management on new legislation and the impact thereof on the business.
• Liaising with external law firms that provide legal support to the MTN and ensure feedback filters through to the intended recipients.
• Managing the contracting end-to-end process and maintaining legal reports and updates to various stakeholders.
• Attending to any other legal task as assigned by the legal department. 

Role Deliverables

• Support to internal and external stakeholders
• Effective drafting and review of contracts 
• Regulate the relationship between Bayobab and MTN Group.
• Encourage consistent use of agreed templates between the Bayobab and its trade partners.
• Sensitively driving compliance in Bayobab.
• Project updates and reporting 

Job Requirements (Education, Experience and Competencies)

Education:

• LLB or other recognized law degree, admittance to a Bar council
• Fluent in English (Knowledge of French language will be an advantage)

Experience:

• Minimum 5 years post qualification working experience which includes:
• Corporate and Commercial law experience working in a large local or international law firm or in-house legal department.
• Experience in a telecommunication and infrastructure environment. 

Competencies:

• In-depth knowledge of laws and legal principles
• In-depth global commercial awareness
•  Knowledge of the Telecoms industry and practices 
• A working knowledge of business practices and working knowledge of IT tools for business.
•  Team player. Attention to detail. 

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JOB DESCRIPTION
The Manager: IP Technology Operations will be accountable to achieve the following objectives: 

• Develop and maintain an IP/MPLS and security network strategy with a 3-to-5-year technology and OSS roadmap. 
• Develop and maintain an IP address management strategy across the OpCos and Global Network   
• Provide inputs to the development of global product strategy and deliver product portfolio roadmap for IP/MPLS, Security, Peering and wholesale solutions.
• Provide analysis and inputs for go-to-market strategy focusing on the optimal level utilization of 
• Bayobab fixed infrastructure assets, working hand in hand with other business units of Bayobab
• Manage overall product life cycle for IP/MPLS and Security global products (IP/MPLS, Peering, VPN, IP/MPLS and network security services) 
• Prepare High Level Design and Low-Level Design planning documentation. 
• Align the Quality of Services definition and KPI across the Global and OpCo IP/MPLS networks. 
• Developing policies and procedures for the Global IP/MPLS and security network
• Plan for growth, projecting future traffic and right sizing links and tunnels to meet service level objectives. 
• Perform automated off-line MPLS traffic engineering, leveraging exclusive algorithms that optimize resource utilization and ensure service survivability. 
• Perform network capacity / cost assessments and provide input to business cases for internal projects and Multinational Customer solutions. 
• Interface with Bayobab sales, business development and other technical business units and support the design of enterprise grade multi-country networks (for GEBU) as well as FiberCo networks.
• Be proactive in recommending improvements to the Global and OpCo IP/MPLS and security network infrastructure in the drive for best-in-class service availability and reliability. 
• Provide inputs in the pricing and budget forecasts for IP/MPLS solutions. 
• Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers 
• Provide higher technical support to Global NOC and OpCo operations teams with regards to IP/MPLS infrastructure and escalate to vendors the major issues. 
• Act as an interface between the engineering team and internal / external customers and provide all parties with expert engineering support. 
• Define and update the existing installed base of networks & products across MTN Group as part of a product catalogue. 
• Address possible future requirements of customers in product roadmap using market insights and research. 
• Continuously identify key gaps in the infrastructure in order to create a homogeneous global IP/MPLS based on market priorities. 
• Manage vendors with particular regard to maintenance agreements, incident management and software deployment and circuit provision. 
• Supervise IP/MPLS services’ implementation covering the installations, testing & handover.
• Provide strategic insight and direction to influence major platform decisions.

Role Deliverables 

• Work together with other Bayobab business units to provide analysis and inputs for strategy, financial planning and reporting in regard to MTN fixed infrastructure IP/MPLS services.  
• Manage customers, suppliers and make sure that the service is delivered on an agreed level of quality and in situations faults/incidents, they are handled within SLAs based on severity levels.
• Prepare and present business cases for high-level initiatives to Management for approval, funding and prioritisation.  
• Prepare and present IP/MPLS, Security and peering architecture standards. 
• Lead and manage cross-functional, collaborative teams on standard IP/MPLS and security network architecture development or process improvement initiatives. 

Role Dependencies 

• Support of the enterprise strategy and other significant business unit - Fixed and Mobility business units

QUALIFICATIONS

Education:

• Minimum 4 Year Academic Degree in Technical/ Engineering Degree/Diploma or similar qualification 
• English, French and Arabic (as advantage) 

Experience:

• 8+ years in relevant experience in the international telecommunication wholesales infrastructure industry in IP/MPLS Network Solution and Architecture design, configuration and testing 
• Relevant experience with IP networks, Minimum of 5 years of experience with multiservice platforms, routing platforms, routing protocols ISIS/RIP/RSVP/OSPF/BGP/ BGP/ and troubleshooting down to packet level

Competencies:

• Ability to maintain a large network with complex network technology 
• Excellent TCP/ IP networking skills 
• Detailed knowledge on the international telecommunication infrastructure industry in regard to latest industry trends and competitive landscape within the MTN footprint 

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Core purpose of the Job:  

• To drive the effective implementation of the Youth segment value propositions with a focus on promotions and the Go To Market (GTM) and experience design strategies; To ensure continuous improvement to the overall combination of services provided to the customer segment in order to maximize market penetration, growth, and profitability, through an enhanced customer experience. To identify market and competitive trends, develop and refine relevant Youth propositions to match these trends as well as develop marketing strategies to drive growth in the segments in conjunction with the relevant cross functional departments.

RESPONSIBILITIES
Key Performance Areas   
Measures (KPIs for job)
Key Job Responsibilities   
Segment Management

• Drive the effective implementation of MTN SA’s Youth Segment value propositions focusing on   promotions; GTM; customer experience design, ensuring maximum market penetration, growth and profitability.
• Understand the relevant market and customer behavioural needs, trends and develop relevant Youth promotions to meet those needs.
• Manage, monitor and optimise the customer experience (internal and external) of the segment at all touch points    As per business plan

Governance 

• Ad-hoc, operational and tactical meeting
• Set up / participate in ad-hoc, operational and project management meetings 
• Participate and provide input into tactical meetings
• Report at process and functional level

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery
• Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
• Manage and provide solutions to issues that require formal resolution

Consumer Business Operational

• Set up and manage project status meetings
• Review and identify key risks, issues, and dependencies and set mitigation actions
• Propose any operational changes to management  

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the Senior Manager.
• Provide input into the review of all promotions initiated;
• Provide the necessary briefs (pricing, brand, retail, CVM, training, terms and conditions, etc) within the timelines stipulated per project.
• Review key risks, issues, and dependencies and set mitigation actions.

Performance

• Review performance of team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
• Create and monitor plan for continuous improvement   As per business plan

Reporting

• Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary   As per business plan

Operational Delivery
General:

• Operationally execute the Youth Segment business plan, focusing on the Youth customer promotions, aligned with the GTM model; 
• Ensure synergy across the functional areas through effective management of inter-functional relations and activities; 
• Ensure that local business requirements for key Youth Customer Value Management (CVM) are defined, including campaign management 
• Manage the implementation of marketing frameworks for the Youth Segment and ensure it is increasing brand presence across the customers in this segment; and
• Ensure that local Youth customer contact rules are in compliance within the MTN Group;

Value Propositions:

• Work inter-functionally to define the MTN SA’s Youth Segment promotions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market; 
• Development of promotional propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
• Drive and manage the implementation MTN SA‘s Youth Segment customer promotions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

Go To Market (GTM):

• Drive continuous improvement across the teams’ ability to leverage data to drive marketing strategy to deliver market and regionally focused experiences;
• Ensure periodic review and updates of MTN SA’s Youth Segment demographic and psychographic profile.
• Ensure alignment to GTM process, RACI and Governance implementation for MTN SA;
• Ensure quality control and maintenance of GTM artefacts (e.g. document and toolkits);
• Implement the GTM workflow / management system within the sub-function;
• Propose market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s Youth Segment, which needs to be achieved in close collaboration with business intelligence.
• Provide input to the product development community for MTN SA and group.
• Ensure replication of products from the product development community in MTN SA;

Customer Experience

• Analyse MTN SAs Youth customer information and ensure it fits with the models and metrics implemented by MTN Group.
• Implement models and metrics at MTN SA – including, but not limited to Net Promoter Score, micro-segmentation, chum, closed loop feedback and must win battles;
• Ensure that the blueprint for enablers to customer experience framework are suited to the Youth Segment at MTN SA – including, but not limited to, real time customer management technologies, and network performance.
• Benchmark and monitor, in conjunction with Finance and other related departments, the local Youth customer economics (costs to serve) and business cases to ensure optimal return on investment of activities.
• Manage local reporting, metrics and Youth Segment market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience.
• Drive NPS/eNPS , CLF roll-out  and manage dynamics for the Youth Segment;
• Participate in the implementation of strategic initiatives locally, drive the roll out and participate in regular third-party audits; and
• Understand current business rules and operations relating to Youth customer experience and recommend improvements where necessary.

Collaboration / Coordination through Joint Design Teams

• Manage inter-functional relations to ensure synergy across the various sub-divisions;
• Liaise with the Brands and Communications division in defining effective channels for communicating approved initiatives aimed at creating awareness in the Youth Segment; 
• Ensure collaboration with other sub-functions and departments to enhance key elements of the consumer business model; and 
• Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.

Role Dependencies
MTN Policies and Procedures

• Stakeholders Landscape
• Internal Stakeholders: Interaction and Relationship   Chief Consumer Officer
• Prepaid Senior Management
• Youth Segment sub-function
• Sales sub-division 
• Business Intelligence and Planning sub-division 
• Brand and Communications sub-division
• Consumer Operations sub-division  
• Customer Value Management
• Product Development Board
• Demand Management Committee 
• Pricing Council
• Governance Forums
• External Stakeholders: Interaction and Relationship

QUALIFICATIONS

• Job Specifications/ Minimum and Preferred Requirements
• Education / Business Degree   
• Minimum of 3-year degree/diploma qualification
• Masters advantageous 
• Fluent in English

Work Experience    

• Min 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 3 years or more, with at least 1 year in relevant sector/industry
• Experience in designing customer value propositions with a focus on promotions and driving the implementation of the GTM at an operational level is advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous

Training   

• Industry and company required training
• Industry / Certifications   
• Not Applicable
• Any other specifications   
• Attitude of Innovation, inventiveness and results driven   
• MS Office (Powerpoint, Word, Excel, and Outlook)   
• Understanding of marketing processes in telecom industry   
• Worked across diverse cultures and geographies

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JOB DESCRIPTION

• To reduce customer churn and improve customer satisfaction through proactive and reactive retention of MTN customers who have experienced service failure/s or have expressed an intent to discontinue business with MTN SA.
• To ensure effective service delivery and resource utilisation in the Retentions team and coordinate the execution of customer retention strategies for all prepaid and postpaid business and consumer customers
• 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 Retention Supervision

• Operationalise CXO strategic retentions plan (through team) against set targets and objectives, and in alignment with the broader CXO strategy
• Provide input into the long-term plan (2-3 years) for Digital Service
• Ensure support is provided 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.)
• Ensure that all staff are clear about what is expected of them with regards to customer retention, internal and external customer service, and leads generation
• Ensure that coaching on customer contacts is done on a weekly basis using the set coaching and evaluation tools
• Facilitate VOC/calibration sessions in the team to ensure that the culture of #CXtramilers is constantly embedded within CXO
• Regularly conduct live and history quality assessments of the team. Take corrective action where people have failed to meet service standards
• Ensure that agents are owning and resolving escalated customer complaints - FCR achievement is embedded in the team’s culture
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness
• Maintain continuous feedback loop with direct reports and ensure communication to keep stakeholders informed of actions and finally of resolutions provided.
• Review formal business communication for customers once resolution has been achieved
• Work closely with 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
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience
• Provide 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 that Contact Centre benchmarks are attained
• Compile and monitor customer churn information
• Monitor competitor activity and report for retention purposes
• Handle escalated calls from the Contact Centre agents and from clients wanting to speak to management
• Ensure that new customers are welcomed to MTN’s world of possibilities
• Ensure that dial campaigns to discourage customers from cancelling their contract are achieving their objectives
• Ensure save rates are achieved as per contracted targets
• Initiate outbound campaigns to achieve retention targets
• Ensure that upgrade targets are achieved
• Manage loan phones process and inventory
• Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc.
• Ensure that equipment and infrastructure is in working order and maintained and any faults reported timeously
• Drive a culture of EPIC customer experience and sales-through-service

Project Management

• Manage and execute operational projects against the CXO Plan
• Encourage agents to contribute to operational projects through tactical plans
• Deliver against standards & deadlines required of the CXO Plan
• Operations, Process and Procedure Supervision
• Directly supervise and co-ordinate day to day technical operational activities
• Ensure effective implementation of policies, processes, and procedures. Put effective methods and standards in place
• Ensure that the correct actions and escalation procedures are properly adhered to and followed closely
• Drive day-to-day operational performance in accordance strategic objectives. Review daily and implement actions to address gaps
• Ensure that relevant MI, Monitoring Systems, and reports are in place and utilised to ensure close monitoring and management of operational performance
• Resolve day-to-day operational challenges that could impede on successful delivery of KPIS and objectives
• Ensure that agents are fully equipped to respond to customer needs and expectations. This includes supporting agents on shift to drive efficient and ensure effective operational performance
• Adhere and drive adoption and compliance to all PPPs defined for MTN SA, which may cut across functional areas
• Drive adoption of playbooks, knowledge-based systems, CXO Standard Operating Procedure and communication updates
• Ensure that queries and needs of internal and external customers are attended to as required and within set procedures
• Ensure that standards are always achieved around brand identity when it comes to engagement
• Where possible drive the education of customers on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed
• Ensure that all risk and compliance activities, training and procedure are delivered and adhered to within the stipulated timeframes
• Ensure that all SLA’s with internal and external suppliers are adhered to
• Provide second tier support and third-party support

Quality Control and Improvement

• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance. 
• Where stipulated, provide insight through analysis/synopsis/RCA of queries making recommendations to business for intervention through training, coaching, technology, process, and customer education
• When required, provide 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.
• Provide input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring problems
• Provide input into the establishment of systems and sound practices to comply with best practices, legislation or other regulations and guidelines Establish and maintain quality standards that will enhance cost efficiency as well as the customer experience Work consistently according to standard operating procedures
• Understand the quality standards of the job and the reason for these standards and communicate to others
• Understand and communicate the consequences of not maintaining quality focus
• Identify processes and procedures where the quality of work may be improved
• Analyse situations and take necessary action to ensure quality is maintained
• Conduct surveys and seek feedback from clients and other stakeholders and continuously seek ways of improving on quality and customer service standards.
• Manage risk exposure by implementing the necessary controls, ensure compliance to PPP’s
• Assist the business in finding ways to improve service levels
• Adhere to all continuous improvement and innovation at policy, process and procedural level for back office operations
• Provide insights on top trends and make recommendations to the CXO Management

People & Culture Supervision

• Take overall responsibility of shift management within the team. Review shift schedules by Workforce Planning and ensure that rosters are fair and consistent – escalating and
• resolving on behalf of agents as required
• Provide relevant shift management reports as set out by line manager
• Host regular engagements with agents to provide business updates and get their input on how to improve the team, CXO, MTN as well as to provide a platform for them to share and collaborate
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Ensure team receives all relevant training. Coach and guide subordinates
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the 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 organisation. Build the Company’s brand to be the employer of first choice

QUALIFICATIONS
Education

• 3 year Degree / Diploma in Marketing / Communication, PR, or related
• Minimum of 3 years’ Customer Service Management Operations or Supporting Functions experience.
• Customer retentions and sales experience advantageous
• At least 2 years’ People Management and experience advantageous
• Requires knowledge on: Sales techniques, telephoneetiquette, relevant policies and procedures

Skills

• Fluent in English
• Verbal and written communication
• Leadership skills
• Mentoring and coaching
• Confidence
• Resilience
• Context gathering
• Purposeful small talk

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

• To provide innovative solutions, execute merchandising plans and maintain MTN standards for optimum performance of stores in alignment with Regional Sales Operations Channel strategies.
• To provide day-to-day training and communication of merchandising plans, including execution, support and guidance to the distributors in the assigned region,
• To meet or exceed retention and acquisition targets by providing exceptional customer centric service
• To ensure alignment in the stores to MTN standards.

RESPONSIBILITIES

• Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
• Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
• The implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions
• To execute innovative merchandising plans, including roll out of plans and promotions to distributors and stores
• Ensure that all promotions and plans are correctly implemented as per the Promotional Brief
• To train, assist, communicate the plans and products, product promotions, systems, services, customer experience, promotions, and assist where necessary to ensure they are correctly and effectively implemented as well as anything required by MTN to be taught at a distributor and store levels
• Monitor alignment to current promotions and incentives
• Comply to regular call cycle for store visits
• To understand, anticipate and capitalise on changes in consumer behaviour
• Drive relationships with distributors and stores, in order to execute merchandising
• To achieve measurable results in sales via the execution of solutions and service excellence.
• Execute merchandising cycle of visual and point of sale merchandising via standardised processes, policies and procedures to provide seamless customer service and experiences.
• Consider local conditions, as well as competitor activity to create competitive advantage
• Ensure consistent merchandising and layout collaborating with Marketing for look and feel and with Trade Partner Supervisor for design elements
• Ensure that all merchandising complies with MTN Corporate Identity and ensure adherence and consistency of application to PPPs
• Deal with escalated queries from trade Partners and ensure resolution.
• Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
• Negotiate Point of Sale presence within the various sites to ensure Brand presence
• Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix
• Understand, and implement innovate ways, and local requirements and action plans for the different regions in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.
• Ensure compliance of strategy to the Informal Indirect , Direct , Retail and Branded channel and implement remedial action for non-compliance
• Compile daily reports for sites visited
• Identify opportunities to increase sales in the different market sectors
• Collaborate with OEM’s to ensure adequate OEM merchandising elements are available to display i.e. Dummy Units , Point of Sale etc.

Relationship building and maintenance

• Build and maintain relationships with all stake holders
• Follow up on and respond to all queries and ensure effective resolution at store level
• Maintain good communication and relationships with all areas of the Informal Channel

Report Generation

• Ensure regular feedback to management on all distributors, stores and merchandising activities
• Provide inputs for the preparation of channel related process documents.
• Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.
• Complete reports on a daily / weekly/monthly as required by business

Budget Management

• Ensure all expenditure is in line with the agreed budget
• Identify areas where money is lost and seek ways to reduce expenditure
• Identify opportunities to generate additional revenue

Compliance

• Ensure that all promotional material and all posters, advertising and communication media are compliant and consistent across distributors as per the company’s corporate Identity
• Ensure that all marketing material meets the MTN standards and is current
• Conduct a thorough quality control and correct any discrepancies
• Where constant problems occur, remediate and resolve and conduct additional training of necessary

Training

• Conduct on-the-job training at distributor and store level
• Ensure that thorough communication and effective training is delivered
• Ensure that a consistent message meeting is delivered of MTN standards
• Management of training targets (including booking vs attendance) as per the training calendar in your region
• Ensure trade partners are aware of new products that are launching and provide training material supplied bny the traing department for ease of reference.

Customer Satisfaction

• Establish and build relationships with all relevant stakeholders
• Align service delivery to changing market conditions and channel requirements
• Understand customer needs and communicate them to Supervisor
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Ensure contingency plans in place to prevent delays and enhance the customer experience and communicate effectively to manage expectations
• Adopt a proactive approach to prevent problems from arising in the future
• Deliver measurable results consistently for all distributors
• Drive continuous improvement as an important element of service delivery

QUALIFICATIONS
Minimum Requirements 
Education:

• Diploma in Commerce (Marketing / Communication or related)

Experience:

• Minimum of 2 years’ experience in an area of specialisation; with experience in working with others
• Experience working in a small to medium organization

Training:

• Procedures and processes
• Products and Services
• Systems training
• Project management
• Marketing
• Effective sales training

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

• To be responsible for and control the inventory function in the Own Shop in order to meet the required service levels. 

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

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

Management of Inventory Stock

• Responsible for Own Shop stock holding – ensure optimal stock levels in line with MRP framework
• Responsible for receipt and dispatch of stock
• Ensure adherence to all PPP’s across the functional areas

Compiles Stock Reports 

• Responsible for Housekeeping within Inventory Department
• Responsible for and controls Security for the entire Inventory process
• Apply first-in, first-out principle in Inventory control
• Responsible for physical receipting of Stock and all associated Documentation
• Responsible for and Control Physical Stock takes in respective Store on daily, weekly and monthly basis
• Responsible for POD’s retrieval
• To clean and clear stock interfaces
• Accountable for management training and OBF
• Technical returns and receipts of technical repaired phones

Reporting

• Complete Spreadsheets on a daily / weekly/monthly basis [POD report, loan phone report, Stock on hand report etc.)

Customer Satisfaction

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

QUALIFICATIONS
Minimum Requirements  
Education:

• Matric/ a Diploma

Experience:

• Customer Service
• Proficient in MS Excel (Pivot)
• Computer literate
• Stock control experience
• Stock control, fulfillment and distribution experience
• Training:
• Products and Services
• Systems training