Fresh Openings at MTN

Key roles that the Human Resources team performs:

• Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
• Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
• Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
• Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
• Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.

go to method of application »

The role will focus on 

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

RESPONSIBILITIES

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

Key Deliverables

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

Strategic Input

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

Operational Planning

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

Operations and Service Enhancement

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

Credit Management and Risk Assessment

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

Customer Experience Management

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

Reporting

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

Budget Management

• Ensure departmental budgets are set appropriately in line with annual budget guidelines and operational requirements
• Manage budget closely to ensure cost control and efficiency in operational costs and targets are met
• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Project Management

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

Business Analysis

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

Governance and Risk Management

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

Financial Management

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

Customer Satisfaction

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

People Leadership and Organisational Capability Building

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

QUALIFICATIONS

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

go to method of application »

Key Tasks: 

Strategic Implementation:

• Execute the head office strategy customised for the regions
• Provide input the annual business plan 
• Translate the operational strategies into operational plans and activities to realise these strategies within the region
• Adopt and align regional strategies with that of MTN Business

Driving profitable Growth for MTN Business

• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue through new acquisitions, cross-sell and upselling
• Achieve current year SOV and Revenue Targets
• Ensure we maximise on existing contract values
• Maintain customer base by ensuring client issues have been resolved
• Manage customer churn (churn reduction)
• Increase ICT penetration with new and existing customers
• Increase uptake of value-added products into customer base
• Increase regional market share
• Lead virtual teams responsible for the delivery of customer success, customer satisfaction. 
• Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile and ICT customers. 
• Build deep relationships within key customer accounts. 
• Sales planning, including developing and execution of business plans, as well as tracking of milestones.

Financial Management

• Forecast, plan, develop and review all budgets for the region in line with MTN SA financial requirements 
• Manage operating expenditure in the region in line with agreed budgets
• Identify and eliminate non-contributory expenditure.

Communication and co-ordination

• Develop and maintain efficient and effective co-ordination and interworking between planning and implementation teams in the region and between regional and central functions
• Ensure effective troubleshooting procedures are in place and utilised by skilled and motivated resources across the region
• Develop the matrix reporting and management practices in the region to be successful
• Develop, maintain and nurture a sound working relationship between the regional Enterprise division and all other associated parties, both within the company and externally.
• Ensure vendor interaction is managed appropriately 
• Submit reports to designated management, as per the standing instructions. 
• Interface with MTN Business leaders and attend monthly meetings with other Regional and BU Heads
• Exceptional Client Experience
• Ensure delivery of exceptional client experience as per client services charter and SLA’s/OLA’s 
• Conduct regular surveys to monitor Client satisfaction
• Critically evaluate and optimise Fulfilment, Assurance and Billing environment for the region.
• Champion Billing issues resolution
• Champion Customer Fulfilment and Assurance resolution 
• Create good inter-departmental relations
• Motivating and developing all regional staff
• Ensuring a Culture of Operational Excellence
• Planning and Delivery of a business plan
• Alignment of all activities undertaken in the region 
• Achieve sales forecast accuracy
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
• Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
• Implement methods, systems and procedures to enhance effectiveness and meet departmental goals

Operations and Service enhancement 

• Input into the Sales strategy and the implementation thereof 
• Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
• Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
• Ensure that all performance and key performance area standards of the function are monitored and tracked
• Analyse and interpret all data that interfaces directly with the division and report to the GM
• Implement operational analysis on sales structures that support the delivery of strategy
• Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible

Reporting

• Identify relevant information and data for reporting purposes during departmental meetings
• Identify and interpret relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• Provide daily, weekly and monthly reports on all activities of the section to the GM.
• Feedback on any customer issues as soon as they arise and resolve 

Process and Procedure Effectiveness

• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
• Ensure all documentation is filed in a manner that is easily retrieval by any member of the team and meet the organisational requirements.
• Manage all risks that could be customer affecting

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: 

• Collate and manage the budget for the region.
• Manage suppliers/contractors relationship to ensure deliverable are achieved in timely and cost effective period
• Management of direct reports
• Monitor and co-ordinate work of direct reports
• Provide technical, procedural and policy guidance
• Evaluate performance (conduct performance appraisals)
• Transfer knowledge and skills
• Knowledge transfer programme Build and maintain team to deliver on set targets and objectives
• Manage human resources elements effectively
• Manage all PIP’s and performance management of the Team
• Define, cascade and manage targets and KPI’s across the Regions 
• Achieve results by using performance management and incentives
• Create an open door policy to ensure an efficient climate
• Treat everyone with respect and equality
• The performance management of subordinates and actioning of annual performance meetings twice annually and IDP’s to be actioned timeously
• Management of training and development for subordinates including their required course identification and recommendations
• Manage all timing and attendance of subordinates
• Manage team morale and attitude towards improved service delivery and focused actions
• ER knowledge to implement where and when applicable within the respective area of management
• Adhere to behave according to the Company values at all times
• To ensure that adequate training is received by staff, both informal and formal, and provide succession planning and career paths for staff.
• Providing guidance and tactical leadership in developing new methods and systems to continuously strive for improved performance of staff and the service provided to our customers
• Manage staff KPA’s.

Minimum Requirements 

Education:

• Minimum of 4 year tertiary qualification - 4 year tertiary qualification in Commerce (Financial /Marketing / Communication) or related and 
• MBA / Masters Advantageous
   

Experience:

• Minimum 5 years’ experience with at least 3 years in relevant sector/ industry
• Minimum 5 years’ Sales/Regional management experience within a sales led organization that includes Sales managers, Key account managers, Account managers and Systems engineers. 
• Sales experience with Mobile and ICT and specific examples of closing large, strategic deals.
• Must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
• Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and rewarding sales environment.
• Requires understanding of Mobile and ICT buying cycles. 
• Understanding a broad range of company technologies and offering is required
• Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential 
• Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, and position it in a powerful way in order to generate budgets and close deals. 
• Must have the ability to deliver business value to the account and build on customer relationships. 
• A solid sales track record (performance against target) 

go to method of application »

Key Tasks: 

Strategic Implementation:

• Execute the head office strategy customised for the regions
• Provide input the annual business plan 
• Translate the operational strategies into operational plans and activities to realise these strategies within the region
• Adopt and align regional strategies with that of MTN Business

Driving profitable Growth for MTN Business

• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue through new acquisitions, cross-sell and upselling
• Achieve current year SOV and Revenue Targets
• Ensure we maximise on existing contract values
• Maintain customer base by ensuring client issues have been resolved
• Manage customer churn (churn reduction)
• Increase ICT penetration with new and existing customers
• Increase uptake of value-added products into customer base
• Increase regional market share
• Lead virtual teams responsible for the delivery of customer success, customer satisfaction. 
• Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile and ICT customers. 
• Build deep relationships within key customer accounts. 
• Sales planning, including developing and execution of business plans, as well as tracking of milestones.

Financial Management

• Forecast, plan, develop and review all budgets for the region in line with MTN SA financial requirements 
• Manage operating expenditure in the region in line with agreed budgets
• Identify and eliminate non-contributory expenditure.

Communication and co-ordination

• Develop and maintain efficient and effective co-ordination and interworking between planning and implementation teams in the region and between regional and central functions
• Ensure effective troubleshooting procedures are in place and utilised by skilled and motivated resources across the region
• Develop the matrix reporting and management practices in the region to be successful
• Develop, maintain and nurture a sound working relationship between the regional Enterprise division and all other associated parties, both within the company and externally.
• Ensure vendor interaction is managed appropriately 
• Submit reports to designated management, as per the standing instructions. 
• Interface with MTN Business leaders and attend monthly meetings with other Regional and BU Heads

Exceptional Client Experience

• Ensure delivery of exceptional client experience as per client services charter and SLA’s/OLA’s 
• Conduct regular surveys to monitor Client satisfaction
• Critically evaluate and optimise Fulfilment, Assurance and Billing environment for the region.
• Champion Billing issues resolution
• Champion Customer Fulfilment and Assurance resolution 
• Create good inter-departmental relations
• Motivating and developing all regional staff
• Ensuring a Culture of Operational Excellence
• Planning and Delivery of a business plan
• Alignment of all activities undertaken in the region 
• Achieve sales forecast accuracy
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
• Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
• Implement methods, systems and procedures to enhance effectiveness and meet departmental goals

Operations and Service enhancement 

• Input into the Sales strategy and the implementation thereof 
• Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
• Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
• Ensure that all performance and key performance area standards of the function are monitored and tracked
• Analyse and interpret all data that interfaces directly with the division and report to the GM
• Implement operational analysis on sales structures that support the delivery of strategy
• Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible

Reporting

• Identify relevant information and data for reporting purposes during departmental meetings
• Identify and interpret relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• Provide daily, weekly and monthly reports on all activities of the section to the GM.
• Feedback on any customer issues as soon as they arise and resolve 

Process and Procedure Effectiveness

• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
• Ensure all documentation is filed in a manner that is easily retrieval by any member of the team and meet the organisational requirements.
• Manage all risks that could be customer affecting

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: 

• Collate and manage the budget for the region.
• Manage suppliers/contractors relationship to ensure deliverable are achieved in timely and cost effective period
• Management of direct reports
• Monitor and co-ordinate work of direct reports
• Provide technical, procedural and policy guidance
• Evaluate performance (conduct performance appraisals)
• Transfer knowledge and skills
• Knowledge transfer programme Build and maintain team to deliver on set targets and objectives
• Manage human resources elements effectively
• Manage all PIP’s and performance management of the Team
• Define, cascade and manage targets and KPI’s across the Regions 
• Achieve results by using performance management and incentives
• Create an open door policy to ensure an efficient climate
• Treat everyone with respect and equality
• The performance management of subordinates and actioning of annual performance meetings twice annually and IDP’s to be actioned timeously
• Management of training and development for subordinates including their required course identification and recommendations
• Manage all timing and attendance of subordinates
• Manage team morale and attitude towards improved service delivery and focused actions
• ER knowledge to implement where and when applicable within the respective area of management
• Adhere to behave according to the Company values at all times
• To ensure that adequate training is received by staff, both informal and formal, and provide succession planning and career paths for staff.
• Providing guidance and tactical leadership in developing new methods and systems to continuously strive for improved performance of staff and the service provided to our customers
• Manage staff KPA’s.

Minimum Requirements 

Education:

• Minimum of 4 year tertiary qualification - 4 year tertiary qualification in Commerce (Financial /Marketing / Communication) or related and 
• MBA / Masters Advantageous

Experience:

• Minimum 5 years’ experience with at least 3 years in relevant sector/ industry
• Minimum 5 years’ Sales/Regional management experience within a sales led organization that includes Sales managers, Key account managers, Account managers and Systems engineers. 
• Sales experience with Mobile and ICT and specific examples of closing large, strategic deals.
• Must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
• Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and rewarding sales environment.
• Requires understanding of Mobile and ICT buying cycles. 
• Understanding a broad range of company technologies and offering is required
• Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential 
• Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, and position it in a powerful way in order to generate budgets and close deals. 
• Must have the ability to deliver business value to the account and build on customer relationships. 
• A solid sales track record (performance against target)  

Key Performance Areas: 

Task Complexity:

1.   Driving Profitable Growth for MTN Business (Sales Enablement)

• Drive adoption/usage of Sales Force tool by Sales Community, for all pipeline capturing, management, tracking.
• Administration and management of Sales Force tool (lead/pipeline management tool), to enable Sales community
• Manage execution and adherence to sales pipeline and sales leadership methodology
• Manage delivery of sales forecasting reporting
• Ensure that targets are set appropriately and are in-line with overall business objectives.

2.   Business Analytics, Insights and Reporting

• Manage and produce weekly/monthly sales forecasts against required budgets
• Ensure Data compliance and competence 
• Produce Sales reports to meet the management required of the different channels
• Assess pipeline strength against budget
• Assist with definition of possible tactical incentives and commercial promotions to ensure proper pipeline achievement across channels
• Propose possible leads generation to sales community through cross-sell/up-sell activities. 
• Maintain and publish Sales Wins in line with internal processes (weekly/monthly/quarterly)
• Migration of all ICT KPI’s data to EVA platform to ensure consistent, streamlined reporting of ICT base management
• Monitor and report on ICT base management (inflow, outflow, renewals, Out of Contract management), through Powerbi platform
• Run and provide insights around sales activities and possible sales improvement interventions
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry, to improve ICT sales activity
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

3.   Ensuring a culture of Operational Excellence

• Manage and execute the right forecasting and reporting processes and procedures across the business
• Drive and ensure that a process is in place for seamless handover between all divisions and Sales Forecasting and Remuneration

4.   Instilling appropriate Employee Excellence 

• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Lead to ensure that the MTN Business Sales Enablement, Forecasting & Reporting environment is the best place to work
• Drive to improve employee engagement through the GCA
• Ensure the attraction, development and retention of Sales Enablement, Project Management and business analysis talent
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

5.   Ensuring appropriate Governance and Control measures 

• Ensure internal data compliance controls are in place around ICT reporting 
• Drive the Implementation of proper controls and processes to minimise revenue leakage (lead>pipeline>order>biling)
• Maintain controls around pipeline account ownership and management.

Collaboration:  

• Responsibility towards:  Sales Team support, HR, Finance, Executive Team
• Direct reports: ICT BI Reporting Assistant 
• Matrix reports: none
• Key customers: (external) – Partners 
• (internal) – Sales Team, Direct Channels; Wholesale (Indirect) Channels, Technology, Client Services, Product, Marketing, Finance
• Key suppliers: CTO, CIO, Enterprise Products & Services; CEBO, CEO 
• Relations, etc. : CIO, CTO, EBU Marketing, Consumer Marketing and Group EBU and Group Marketing

QUALIFICATIONS

Education:

• Matric
• Minimum 3 year Degree / Diploma in Data Science; Information Technology; or similar qualification

Experience:

• 3 years or more track record in the Telecommunications sector (ICT experience an advantage)

Technical Skills:

• Coding and data extraction tools
• SQL, Excel, Data Visualization tools (powerbi etc) 

go to method of application »

Key Tasks:

Driving Profitable growth for MTN Business

• Achieve weekly/ monthly and annual sales targets 
• 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.

Ensuring a culture of Operational Excellence

Account management;

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts. 
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded. 
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts. 
• Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.
• Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.
• 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.

Focus on providing exceptional Customer Experience

• Build and maintain solid relationships with all stakeholders.
• Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts. 
• 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.

JOB-DETAILS.JOB-QUALIFICATIONS-TITLE

Education:

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

Experience:

• Minimum of 3 years’ experience in an area of specialisation / ICT 
• 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 Account Management is essential, preferably in fast moving industry
• Requires understanding of ICT buying cycles. 
• Developing customer relationships. 
• Understanding a broad range of company technologies and offering is required
• Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential 
• Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition, 
• and position it in a powerful way in order to generate budgets and close deals. 
• Must have the ability to deliver business value to the account and build on customer relationships.

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Executive Administration 

• Manage the day-to-day administration of the assigned Exec’s office accurately and on time. 
• Manage the Executives diary to ensure all bookings/ meeting request appointments are coordinated, booked and scheduled expertly and to minimise time wastage between appointments.
• Coordinate the organisation of social events connected to the Exec’s office. This includes the preparation of costing, managing the budget and coordinating all activities for the success of the event.
• Tactfully manage sensitive matters and information regarding issues within the Department
• Provide professional client Service, (to be well groomed, well-spoken, and professional at all times) when dealing with internal and external customers.   
• Make all travel arrangements for the Exec. Ensure everything is ready prior to date of travel. 
• Liaise with the relevant departments to ensure payments to third party suppliers in relation to expenses of the Exec’s office are made timeously. 

Documentation and Filing 

• Develop and maintain an efficient documentation and filing (electronic and hard) process.
• Cross- examine documents for Exec’s review to ensure quality control and the compliance of MTN policies.
• Process all requisitions for the Exec’s office. 

Minute taking 

• Take accurate minutes at meetings, prepare, verify the meeting minutes, and then distribute to all attendees within agreed timeline (within 24hrs)
• Ensure that Agenda items are listed and that action items are updated. 

Reporting and Communication 

• Collate monthly activity reports from the different units within the assigned department for the Exec’s review.
• Performs quality control checks on Exec’s presentations, to ensure proper formatting and elimination of errors.
• Responds to Client Queries on all issues and immediately escalates to the Leadership Team
• Communication of DOA etc. from the Desk of the Executive
• Handle assigned Exec’s internal and external designated correspondence.

Self - Management

• Enable and model healthy employee relations and collaborative teamwork.
• Act as an ambassador for the ICT CoE by actively demonstrating and “living” the Brand values and vital behaviours. 
• Make the environment the best place to work by fostering professionalism, loyalty, and commitment to the organization. 

Role deliverables:

• Seamless scheduling of assigned Executive’s appointments.
• Turnaround time of documents requiring Executive’s attention
• Well-organized and cost-efficient departmental events (int/ext)
• Error-free documentation process
• Efficiency of filing system, and ease of retrieval of required documents.
• Average response time for enquiries from internal and external sources
• Feedback from internal and external customer
• Understanding and action escalation process for all VIP, Corporate Clients   
• Key customers: All internal Employees and all external Clients
• Key suppliers:  All Exec’s Clients and all suppliers, vendors, and contractors
• Relations: ICT CoE division, Executive PA’s, and Office Administrators across the Company

QUALIFICATIONS

Education

• Matric / Grade 12 
• Diploma preferably in Secretarial / Office Administration, Business Administration, etc.

Experience

• Min 2 years PA and administration experience at executive level
• Experience in administrative support for top management personnel of a medium – large organization, with local and international operations. 
• Experience of work across diverse cultures and geographies.