Job Opportunities at MTN

JOB DESCRIPTION

• To implement MTN SA’s Carrier Services strategy by ensuring high quality, cost effective and value-driven services to internal commercial units and the wholesale market in general. This is achieved by focused quality management, optimal routing of service traffic, dial code management, destination management, analysis and reporting on traffic performance, research of traffic and market trends, traffic quality assurance and cost base tracking, and management of traffic to international and national destinations and providing general administrative support.

RESPONSIBILITIES

Business Partnering 

• Understand the business intelligence requirements of the Carrier Services business unit
• Collate all inputs necessary to support Business requirements
• Collect, monitoring and analyse large volumes of fast-changing data to support operational processes
• Ensure in-depth understanding of key drivers in order to drive quality data analytics
• Ensure that initiatives and data quality initiatives are implemented in the Carrier Services business unit
• Educate the business on business intelligence, champion and drive BI self service 
• Be the single point of contact for Business intelligence for the Carrier Services business unit, ensuring liaison between business and operational information partners
• Work with business on complete design, development and testing of BI solutions like web reports, dashboards and other visualisations that help the business to monitor performance and gain historical, current and predictive views of business operations
• Adopt a proactive approach to prevent problems from arising in the future
• Build and maintain solid relationships with all MTN SA stakeholders

Business Intelligence Reporting 

• Ensure effective and quality reporting and functional analytics is delivered to the business to facilitate effective decision making
• Interpret data and develop relevant recommendations based on data analysis findings 
• Develop graphs, reports, and presentations of analytics and reporting results
• Design and implement reporting to facilitate enhanced understanding of performance and the drivers
• Ensure delivery of validated information and reporting to business users
• Report on relevant performance metrics for the business area in line with business objectives
• Generate standard monthly and ad hoc reports 

Business Intelligence Analytics 

• Provide the Carrier Services business unit with the insights in support of proposed wholesale strategies, and identify the key trends (economic, social & geographic), product profitability and propensity prediction that lead to competitive advantage. 
• Support the building of business cases to drive proposition development including financial analysis, market analysis and targeting recommendations
• Track and monitor performance of relevant value propositions, products and services
• Conduct analysis and identify areas where value can be added/exploited further, areas where value is being destroyed and areas where value is latent, and advise accordingly. Input into recommending adjustments to address and/or capitalise on trends
• Input into recommending adjustments to address and/or capitalise on trends
• Drive system and business optimisation trend research, and highlight areas of the business that may be developed further
• Drive best practice, continuous improvement and innovation, continuously refine the information, reporting, and analytical needs of the organisation
• Through the use of technology, optimise data dissemination 
• Consider local conditions, as well as competitor activity

Quality Management

• Work consistently according to standard operating procedures
• Understand and communicate the consequences of not maintaining data quality 
• Identify areas where the quality of reporting and analytics may be improved
• Analyse situations and take necessary action to ensure quality is maintained
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality

Customer Satisfaction

• Adopt a closed feedback loop mentality and continuously strive to provide the best customer experience to all stakeholders
• Understand internal and external stakeholder needs and input into the development & fine-tuning of systems accordingly
• Adopt a proactive approach to prevent problems from arising in the future
• Manage the escalation process to the highest level in the organisation to ensure that timelines are met 
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer and supplier queries are attended to and resolved within agreed SLA’s 
• Weigh up the benefits and risks of each solution to provide the best service to customers and suppliers
• Consider the implications/effects of actions taken on customers and suppliers
• Provide advice on the best approach to reach the best results 
• Deliver first time right service excellence

Administrative support

• Assisting with order management, contract management and process definition and documentation as provided by the Senior Manager
• Assisting with project management and division development to meet MTN South Africa and MTN Group business plans and strategy
• Assisting with service and business development to meet internal and external stakeholder requirements

QUALIFICATIONS

Education: (5)

• Tertiary qualification in finance, commerce, engineering, IT or equivalent 

Experience: (5)

• At least 1 year exposure to telecommunications or finance (either technical or commercial)
• At least 1 year experience in reporting and data analysis (modelling, trending, statistics, forecasting)
• Strong data management, modelling and analysis experience within finance or commercial telecommunications
• Exposure to national and international telecommunications services

Training:

• Products and Services
• Project management
• Corporate finance or management accounting training
• Basic knowledge of commercial law and telecommunication legislation & regulation
• Data analysis, statistics & Reporting Skills

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

• To facilitate the implementation of all recruitment processes and practices, ensuring organisation-wide alignment to support the requirements and strategy of the business and ensuring recruitment of the best possible talent for the organisation.

RESPONSIBILITIES

Key Performance Areas:

• Core, essential responsibilities / outputs of the position (KPA's)
• Task Complexity: 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.

Input into Operational Planning

• Provide input into the long-term recruitment plan (1-2 years) for the organisation
• Provide input into identifying ways to fine tune systems in line with changing work practices, updating recruitment policies, processes and procedures as necessary.
• Continuously look for ways to improve performance of the processes, policies and guidelines, (including leveraging IT to improve efficiency)
• Research and consider best practice, local conditions, trends, as well as competitor activity to stay informed of trends and innovative recruiting techniques (e.g. online recruiting resources)
• Facilitate and promote a positive climate of mutual trust and respect within and surrounding the business unit

Application of Recruitment policies and procedures

• Understand and interpret regional HR needs and utilize the recruitment policies, procedures, practices and interventions to fulfil those needs
• Ensure the implementation of fair and equitable employment practices and report back on this to all stakeholders
• Guide and advise line managers regarding recruitment policies and facilitate related training events (hiring, interview process, recruitment strategies and practices) to ensure the consistency and the effectiveness of the recruiting practices implemented
• Implement recruiting plans accordingly forecast human capital requirements (by level, skills, experience, employ equity) defined at senior management level
• Understand organizational / business challenges as they relate to staffing as well as culture
• Along with interview teams, participate in and play an advisory role in recruiting, creating job postings and interviewing candidates as needed
• Implement resourcing programs such as graduate program to ensure the access to talent pool in SA
• Implement new hire program (e.g. 30 day, 90 day and 6 month follow ups with all new hires) to decipher quality of talent
• Continually monitor effectiveness and compliance with guidelines

Cost Control

• Provide input into the forecasting, planning, development and review of the recruitment budget for the organisation
• Control costs through the choice of lower cost options / more effective processes and procedures and ensure that spending remains within budget limits
• Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others

None

Role Complexity:

• Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this position, but the incumbent has responsibility for.Example HR Managers having to manage an IT function.

none
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.
• Suggests concrete ways to improve recruitment operations and strategies
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Establish sound relationships with all stakeholders
• Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.
• Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
• Inappropriate processes resulting in delays in recruitment
• Limited skills pool available
• MTN strategic direction changes / HR strategic direction changes
• Extensive decision making matrixes and processes
• Changes in South African regulatory environment
• Poor strategy elements
• Working across functional silo’s in the MTN organisation
• Collaboration: Refers to formal and informal relationships Responsibility towards: who are they and what do they receive from the incumbent. 

Direct reports: none

 Matrix reports: recruitment teams during recruitment initiatives

Key customers: all HR departments, employees, unions, 

Key suppliers: all HR departments 

Relations, etc.:

• Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making. 
• Identifying and advising on trends 
• Dissemination of information 
• Enhancing recruitment processes and procedures 
• Execute actions that have been agreed 
• Implementation plans for the business unit 
• Resolution of queries / problems (within parameters set by company policy) 

Authorities: 

• As per delegation of authority

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

• Minimum of 3 years’ tertiary qualifications in HR or equivalent

Experience:

• At least 3 years of experience in an HR Recruitment/Talent Acquisition function
• Experience in HR Generalist role advantageous

 Training:

• Legislation and regulations
• Systems training

Knowledge:

• Computer literacy
• A broad understanding of the MTN business
• An understanding of basic financial terminology and processes (e.g. budget, expenditure, investment, loan, cash-flow, working capital, forecasting, variance analysis, cost)
• Good knowledge of technical concepts relating to recruitment
• Knowledge of current and relevant legislation

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JOB DESCRIPTION
Mission

• To oversee the day-to-day management of the access portfolio in order to support and deliver on all commercial aspects in respect of financial effectiveness and efficiencies to the Profit and Loss. To execute the strategic vision of the Enterprise Connectivity function by designing, developing, maintaining and marketing the access portfolio products to maximise product and solution revenues and profitability.

Context 

• 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 pressurised, deadline-driven environment.
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks.
• Participative environment – highly diverse and team-focused.

Key Performance Areas:

Key Deliverables

Operational Delivery

• Participate in the Access Portfolio product roadmap priorities and product design by utilising data insights, consumer data, competitive intelligence, and market trends in order to assess fit, feasibility and financial impact of product.
• Contribute towards the product go-to-market strategy by developing product descriptions, business cases, analysing the market, establishing pricing and collecting customer feedback for future development of the access portfolio product.
• Define the commercial specification of new and existing access portfolio products by conducting market analysis in order to validate the strategic intent and create the business case for access portfolio products.
• Execute commercial strategy for access portfolio by providing input into, driving and supporting the growth/sustain/withdraw strategy as appropriate within the product portfolio in order to optimise revenue. 
• Track effectiveness of access portfolio products by analysing and monitoring market share and competitive landscapes in order to identify product initiatives that are competitive from a feature, quality, cost perspective and meet client requirements.
• Contribute towards delivery of access portfolio services to enterprises by translating their unique connectivity requirements into security tools to enable these enterprises to identify and manage security risks and the address regulatory requirements.
• Contribute towards integration of ICT solutions by collaborating with internal and external stakeholders, including peer product specialists from other lines of business, to maximise value for the product solutions.
• Develop and own strategic programmes around adoption of new access portfolio solutions for external and internal clients and drive these initiatives across different product groups in order to drive market adoption.
• Leverage multi-disciplinary partnerships by developing and maintaining strong relationships with business leaders, internal and external partners in order to respond to complex client challenges.
• Develop and execute a client feedback framework to be used for new and existing enterprise products and technologies in order to align product offerings to client needs and improve client experience.
• Monitor the overall quality and security of the access portfolio solutions by partnering with cross-functional teams to execute the product from vision to concept, while managing stakeholder expectation in order to deliver a best-in-class product portfolio
• Drive continuous improvement on existing processes and procedures by assessing and drawing solutions from qualitative and quantitative data and making logical deductions in order to drive operational excellence.
• Champion the access portfolio product with critical stakeholders, driving adoption and ongoing utilisation and regularly securing and incorporating end user input into product strategy and processes.

Product Sales Enablement

• Enable growth in market share by providing presale specialisation and subject matter expertise to the sales team in order to drive market adoption of the access portfolio products.
• Strengthen MTN industry presence by maintaining relationships with enterprise clients, together with the sales team and developing business quotations and presenting business cases to clients in order to drive revenue inflow.
• Drive the competitiveness of the access portfolio product by researching and developing recommendations for pricing strategies with the goal of creating marketability, maximising sales and achieving profitability.
• Partner with sales to probe the enterprise clients’ business challenges in order to identify and address their unique connectivity risks in line with regulatory requirements.
• Manage sales opportunities from discovery to closure by maintaining an in-depth understanding of the industry, competitors, and marketplace to present a highly differentiated solution.

Governance and Risk Management

• Monitor adherence to product management policies and processes by ensuring that developed access portfolio products are taken to market according to defined processes and subsequently measured against the business plan.
• Monitor compliance by maintaining awareness and understanding of regulatory standards and legislation in order to update the current access portfolio strategy as required.
• Participate in implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations across OpCo’s.
• Manage partners and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.
• Monitor adherence to the parameters for partnerships Service Level Agreements (SLA) and monitor SLA performance indicators to ensure all compliance requirements that are established under contractual agreements between the function and vendors, are adhered to.

Building Capability

• Expand on access portfolio and broader product knowledge by interfacing with sales and support areas in order to stay up to date with industry best practice.

Job Requirements

Education: 

• Minimum of 3-year tertiary diploma (may vary in accordance with in-country qualification standards).
• Relevant certification / accreditation / membership with professional body as required for role.  
• Fluent in language of country with basic command of English.

Experience:

• Minimum of 3 years’ experience product management within a fixed line or mobile operator
• Minimum of 3 years’ experience developing and lifecycle management of last mile access products and fixed broadband products 
• Experience working in a small to medium organisation.

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Mission/Core purpose of the Job

• Responsible for supporting and delivering the definition and implementation of an integrated technical and operational architecture and processes required to efficiently and effectively acquire, manage, charge and retain both B2C and B2B customers and partners for MTN’s Digital Services.
• The Senior Specialist will support the Senior Manager of Customer Experience Operations and work closely with  cross-functional teams in MTN to implement world-class customer experience access all MTN Digital Service’s customer-facing platforms, as well as manage all back-end billing, CRM, subscription management and distribution platforms. Customer-facing channels include MTN Play, USSD channels, mtn.co.za and the MTN and Ayoba apps, as well as customer call-centre and IVR interfaces.
• The Senior Specialist will be required to execute on all fronts of the Senior Manager of Customer Experience Operations strategies, process and own them end to end as well as to implement and track key analytics and develop dashboards to provide meaningful insights into customer behaviour.
• They will work towards implementing solutions and strategies defined by the Senior Manager with the goal of minimizing agent assisted customer service calls by implementing and promoting self-service channels, standardised user journeys, messaging, and up to date information packs on all Digital Services for training purposes. They will be required to integrate customer care into systems to allow agents to view and administer customer queries and complaints by having all customers’ information relating to subscriptions, cancellations and welcome and reminder communications.
• The incumbent will also be responsible for assisting in delivering the partner onboarding and management portal, allowing content partners to easily launch and manage new services, track performance and simplifying partner financial administration. They will continue to enhance MTN’s partner management platform with new features and ensure partner compliance with MTN’s Treat Customers Fairly policy.
• Key performance areas include traffic generated to MTN Play and USSD, sales and conversion stats from these platforms, conversion rates across all customer journeys, customer care queries, billing success rates and service onboarding time. The Senior Specialist Customer Operations reports to the Senior Manager of Customer Experience Operations and will support the digital team for B2B and B2C solutions

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

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Senior Specialist, Customer Operations must therefore support in achieving the successful delivery in context of:

• An expertise-based multicultural organisation 
• A dynamic and evolving field of Telecommunications
• Revolutionary workforce practices which are bringing together global labour markets
• Management of executive and local shareholder expectations across MTN SA and Group
• Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
• Dynamic legal and regulatory environment
• Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
• Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
• Rapid horizontal and vertical expansion of MTN, in terms of size, products, customers and geographic distribution

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

The Senior Specialist Customer Operations will be accountable to achieve the following objectives:

Strategy Implementation & Planning

• Communicate and align relevant strategy and business plan with partners and team.
• Drive implementation of strategic initiatives.
• Contribute to the development of the digital strategy, to ensure overall digital objectives are achieved; and
• Drive the implementation of relevant elements of the digital strategy and ensure achievement of business plan.

Governance 

• Adhoc, operational and tactical meeting
• Participate in Adhoc and operational meetings 
• Participate in and provide input into tactical meetings as and when required
• Report at process level 

Escalations

• Resolve escalations as per defined escalation / resolution procedures; and
• Notify escalations to manager that have impact on critical path of service delivery or that will result in significant time, scope, employee/customer, or cost impacts if not resolved.

Performance

• Track and report on financial and operational performance metrics; and
• Implement improvement plans in relevant area where needed.

Reporting

• Collate and prepare appropriate daily, weekly, and monthly activity and performance reports, in accordance with the measurement metrics set by management, for the attention of management.

Budgets 

• Execute projects or initiatives in line with business objectives and budget requirements.             

Operational Delivery

Customer Operations:

• Ensure Call Centre agents are trained and enabled to sell and respond to queries on digital products and services.
• Manage call centre activities relating to customer first and second line user support including complaints management, after sales service, and cross selling and up selling, ensuring the quality of the service rendered to the customer meets MTN SA Digitals customer experience standards. 
• Ensure and monitor consistency of customer handling in line with organisational procedures.
• Ensure the call centre team understand the call monitoring and reporting process and implements it successfully.
• Provide coaching and training to call centre agents to address performance gaps and improve overall standards.
• Address and resolve high-risk, high-profile customer issues.
• Understand the dynamics of complaint handling and ensure the achievement of targets; and
• Provide inputs and suggestions to prevent complaints from reoccurring.

Partner Management:

• Conduct operational stakeholder management & support.
• Cascade and communicate business plans and strategy to technology partners, 3rd party service providers and Digital Content partners and internal stakeholders.
• Manage Stakeholder relationships with technology partners, relevant 3rd Party Service and Platform providers, Digital Content Partners; and
• Manage marketing partnerships and agencies involving identifying and negotiating partnering relationships, managing performance and service offering quality and outputs.

Ways of Working 

• Leading by Connecting: Connect people; stimulate collaboration and growth in teams across functions, operations and different cultures. Share experience and knowledge that leads to a learning organization, creating sustainable expertise which drives the development of people and innovative products, 
• Leading by Delivery:  Anticipate situations and take initiative to overcome them. The result is a swift and on time delivery of qualitative and quantitative results.
• Leading by Vision: From analyzing the situation inside and outside the company and seeing opportunities until communicating the vision of the company including new ideas for sustainable business strategies, products, services, and ways of working. The result is an inspiring vision on how to succeed in our markets with our consumers in the center. 
• Leading by Change: From embracing change until leading and facilitating the implementation of change and handling of resistance for senior people. The result is an on-time implementation of change projects and actions while maintaining a high level of motivation and commitment.
• Leading by Owning:  Take responsibility for own results as well as for company results and values. Stimulate this attitude in others, make co-workers accountable. The result is pro-activity, creativity, and motivation: capable people who take ownership. 

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 3-year tertiary degree/Diploma (Bachelor of Commerce, Science, Engineering or related field)
• MBA or Masters (advantageous)

Experience:

• Minimum of 3-5 years’ experience in digital products and services 
• Experience working in a large organization with complex systems and processes 
• Experience in customer experience and lifecycle management 
• Hands on business development experience with a proven track record of launching new digital portals and/or Apps 
• Deep understanding of the digital ecosystem, players, business models and industry related best practices
• Understanding emerging markets advantageous
• Worked across diverse cultures and geographies
• Multi-cultural experience is advantageous
• Attitude of Innovation, inventiveness and thought leadership
• Abreast of global mind-set and best practice
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• English speaker. Zulu, Xhosa, Sotho and other official South African languages a plus 

Competencies:

Functional Knowledge: 

• Partner Contract Management and SLA adherence
• Digital content, media and/or applications
• Identifying and Evaluating a Digital Portal Business and Technical Requirements including Business Objectives, Technical Goals, User Behaviours and Patterns, Back-End Systems, Front-End Systems, Data Centres, Growth Projections, Security, Search Engine, Performance, Availability and Maintainability

 Skills

• Business Acumen 
• Analytics and Interpretation
• Strategic Thinking 
• Organizational Agility  
• Digital mind-set
• Dealing with ambiguity and complexity
• Decision Making
• Conflict Management
• Negotiation 
• Financial and Numerical  
• Project Management
• Ability to cope with stressful, rapid changing environment 
• Attention to detail
• Interpersonal skills
• Innovation
• Advanced computer skills
• Relationship skills – to build relationships to facilitate efficient workflows
• Strong “can-do “attitude combined with an ability to use minimum resources to get maximum outputs 
• Time management, specifically the ability to prioritize 
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information 
• Culture diversity management skills 

Behavioural Qualities

• Adaptable
• Complete candour
• Culturally aware 
• Emotional Maturity
• Innovation 
• Integrity
• Leadership
• Team Player

Authorities

• As per MTN DOA

Collaboration (Formal and Informal Relationships)
Responsibility towards:   

• Key external stakeholders: External contractors & partners 

Key internal stakeholders:    

• SM:  Digital Services  
• Online Channels Team 
• Digital Engagement Platform team
• Product Development & Innovation Team
• Business Verticals in MTN
• Digital Solutions team in IT
• Group Digital Team
• The Group’s OTT teams including ayoba and Simfy
• Commercial Business Units including Consumer, Enterprise, Fintech and Wholesale
• Digital CEX and Operations Team
• Senior Manager: Go-to-Market

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JOB DESCRIPTION

• To implement new BTS (base station), Transmission (Microwave and Fibre) and Corporate/Enterprise projects according to the relevant specification and ensure the installations of new equipment and upgrades are of a high standard for optimum performance of the Access network, to meet customer demand.

RESPONSIBILITIES
Key performance Areas 

• (BTS site build, Transmission, Corporate/Enterprise) and upgrades. 
• Ensure that projects are built according to the laid down specifications. These projects include new site builds, Transmission installation, corporate/ enterprise projects and upgrades to existing sites.
• Ensure accurate site surveys and verification of all site plans and quotes.
• Ensure that QA standards are met according to laid down specifications. 
• Ensure subcontractors perform according to laid down specifications.
• Ensure that all special conditions and landowner requirement are adhered to. 
• Ensure sites are accepted according to MTN’s acceptance procedures. 
• Ensure sites meet minimum requirements for Commercial Acceptance. 
• Ensure that Financial Acceptance takes place with required deliverables.

BTS implementation/upgrades and commissioning 

• Ensure that Radio Equipment is installed and commissioned to MTN’s standard as agreed upon.
• Ensure sites implemented into our network meets required criteria .(Technical Acceptance) 
• Ensure that BTS subcontractor performs according to laid down specifications. 
• Ensure that final acceptance as per the contractual milestones.

Transmission link acceptance 

• Ensure that Transmission links are installed and accepted according to the agreed performance standards and quality. 
• Ensure correct termination of transmission at uplink node.

Radio base station site activation

• Ensure proper co-ordination with all parties for successful integration of new site into the existing network. 
• Ensure sites get handed over for Maintenance as per agreed upon guidelines.

Special Radio Projects 

• Assist in any other tasks allocated by management.reagrding access deployment projects

QUALIFICATIONS
Education:

• Minimum 3 year diploma/degree in engineering/technology
• Fluent in English

Experience:

• Minimum of 3 Years experience in the telecommunication industry (preferably in the Radio & Transmission Implementation environment). Sound project management experience will be advantageous

Experience working in ameduim organisation

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JOB DESCRIPTION
The role is concerned with monitoring and advising on the performance of the quality management system, producing data and reporting on performance, measuring against set standards.

• Improved call centre metrics (FCR, SL, etc.)
• Improved customer flow
• Reduced customer churn
• Improved customer loyalty and customer satisfaction (tNPS, NPS, CSAT)
• Increased customer engagement
• Enhanced staff and outsource business partner productivity

RESPONSIBILITIES
Quality Control

• Conducts regular calibration sessions to ensure the validity and reliability of results
• Conducts regular audits to ensure validity and reliability of results
• Ensures disputes and complaints are effectively managed and tracked

Reporting and Standards

• Reports the highlighted Customer, Business and Compliance performance results to operations and the client/s
• Provides recommendations on the action to be taken in order to improve performance across Customer, Business and Compliance metrics
• Tracks progress made by the Business Unit’s in the implementation of recommended actions
• Develops and delivers reports to meet the Business Unit’s and Client’s requirements
• Identifies, establishes and conducts reporting and analysis on Business Unit interventions, using methodology in line with Merchants best practice and contractual requirements

People  & Culture Management

• Lead and manage direct reports, working with them to support and improve the customer experience
• Attract, develop and retain appropriate talent
• Create and implement personal development plans
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Improve the Employee Engagement Index through valuable contributions of the GCA
• Act as an ambassador for the CX team by living the Brand values and vital behaviours
• Make the environment the best place to work
• Manage Employment Equity and diversity
• Coach and guide subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively

QUALIFICATIONS

• 3 year Degree / Diploma in Commerce (Marketing / Communication) or related

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Mission/ Core purpose of the Job

• The Senior Manager:  CoE Project and Programme Management is responsible for establishing and implementing programme management for all Technology CoE Projects within the programme. The role is accountable for all projects within the programme including the motivation of all stakeholders in order to achieve the Technology CoE programme objectives within agreed time, cost and performance criteria from project start-up through execution and completion.  This is necessary to ensure Network & Enterprise capabilities are consistent and aligned across the group for provision of service irrespective of country.
• Measures of success include the fulfilment of Network & Enterprise programme initiatives and outcome targets, managing the programme budget & reporting.  Ensuring on-time delivery of programme objectives on time and, accurately and consistently updating the dashboard on programme status.

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

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

Rapidly changing ICT environment

• The geographic complexity of MTN’s foot print across Africa and the Middle East
• Management of executive and local shareholder expectations across all 22 OpCos
• Achievement of top quartile operating efficiency and effectiveness through scale and common processes
• Driving growth through business intelligence and standardization to maximize business impact
• Management of customer and supplier expectations
• Enhance MTN position as a leading network and system provider
• Constant dynamics and local challenges in the economic, regulatory and legal environments

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

The Senior Manager:  CoE Project and Programme Management will be accountable to achieve the following objectives:

• Provides project management and guidance to the Technology CoE PM team to ensure the effective delivery of all projects within the programme. 
• Ensures all projects within the programme are delivered and consistently aligned across the MTN global network.
• Defines, in partnership with various stakeholders, the Technology CoE programme goals & outputs.
• Engages with Digital & IT Programme lead to seek opportunities to align strategic priorities and leverage resources for the delivery of Network programme objectives. 
• Ensures projects within the programme are consistent and add value in accordance with Technology’s overall strategic goals as well as Technology CoE annual goals and objectives.
• Ensures the delivery of projects (within the programme) according to project scope while effectively managing resources, time and budget.
• Ensure the effective implementation of the document repository management for all Technology CoE projects.
• Ensure the successful management of the Technology CoE programme risks, the measurement thereof and poses corrective action where necessary.
• Provide input and deliver dashboard report on the Technology CoE programme for EXCO and GoC.
• Engages with all key stakeholders to ensure effective communication and reporting.
• Engagement and interlock alignment of group functions and OPCOs across strategic Technology programmes.
• Manages the day-to-day execution of Technology CoE projects to achieve outcomes in terms of timeliness, projected effort and financial resources, and quality.

Key Deliverables

• Fulfilment of Technology CoE programme initiatives and outcome targets
• Programme budget
• Programme reporting
• Delivery of programme objectives on time, quality and budget
• Dashboard updates

Role Dependencies

• Active support from the Group CTIO, MTNSA CTIO,SM: Digital & IT PM, GM: PMO
• Deep understanding of the MTN Group and MTNSA business strategy
• Understanding of the OpCo technology, business and regulatory context
• Timely decision making and reporting
• Alignment of OpCo and Group strategy initiatives

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 4 year tertiary degree
• Relevant Project Management certification (e.g. Prince 2) / PMP
• Preferable - Member of Project Management Institute 
• Fluent in English (French optional)

Experience:

• Minimum 5 years with Managerial level experience 
• Minimum 10 years Project Management experience managing multiple large scale (e.g. enterprise-wide) projects
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organisation
• Experience working in a global/multinational enterprise;

Competencies:

• Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
• Results Achiever, Operationally Astute

Other:

• Regional and international travel
• Minimum of 4 year tertiary degree
• Relevant Project Management certification (e.g. Prince 2) / PMP
• Preferable - Member of Project Management Institute 
• Fluent in English (French optional)

Experience:

• Minimum 5 years with Managerial level experience 
• Minimum 10 years Project Management experience managing multiple large scale (e.g. enterprise-wide) projects
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organisation
• Experience working in a global/multinational enterprise;

Competencies:

• Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
• Results Achiever, Operationally Astute

Other:

• Regional and international travel

Authorities

• As per MTN DOA

Collaboration (Formal and Informal Relationships)

Responsibility towards: 

• Key customers: MTN OpCos, Group technology, Group Strategy and M&A, Group Commercial
• Key suppliers: Key Technology Partners, Relevant Industry Bodies

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

The Senior Manager:  CoE Project and Programme Management will be accountable to achieve the following objectives:

• Provides project management and guidance to the Technology CoE PM team to ensure the effective delivery of all projects within the programme. 
• Ensures all projects within the programme are delivered and consistently aligned across the MTN global network.
• Defines, in partnership with various stakeholders, the Technology CoE programme goals & outputs.
• Engages with Digital & IT Programme lead to seek opportunities to align strategic priorities and leverage resources for the delivery of Network programme objectives. 
• Ensures projects within the programme are consistent and add value in accordance with Technology’s overall strategic goals as well as Technology CoE annual goals and objectives.
• Ensures the delivery of projects (within the programme) according to project scope while effectively managing resources, time and budget.
• Ensure the effective implementation of the document repository management for all Technology CoE projects.
• Ensure the successful management of the Technology CoE programme risks, the measurement thereof and poses corrective action where necessary.
• Provide input and deliver dashboard report on the Technology CoE programme for EXCO and GoC.
• Engages with all key stakeholders to ensure effective communication and reporting.
• Engagement and interlock alignment of group functions and OPCOs across strategic Technology programmes.
• Manages the day-to-day execution of Technology CoE projects to achieve outcomes in terms of timeliness, projected effort and financial resources, and quality.

Key Deliverables

• Fulfilment of Technology CoE programme initiatives and outcome targets
• Programme budget
• Programme reporting
• Delivery of programme objectives on time, quality and budget
• Dashboard updates

Role Dependencies

• Active support from the Group CTIO, MTNSA CTIO,SM: Digital & IT PM, GM: PMO
• Deep understanding of the MTN Group and MTNSA business strategy
• Understanding of the OpCo technology, business and regulatory context
• Timely decision making and reporting
• Alignment of OpCo and Group strategy initiatives

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 4 year tertiary degree
• Relevant Project Management certification (e.g. Prince 2) / PMP
• Preferable - Member of Project Management Institute 
• Fluent in English (French optional)

Experience:

• Minimum 5 years with Managerial level experience 
• Minimum 10 years Project Management experience managing multiple large scale (e.g. enterprise-wide) projects
• Worked across diverse cultures and geographies advantageous
• Experience working in a medium to large organisation
• Experience working in a global/multinational enterprise;

Competencies:

• Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
• Results Achiever, Operationally Astute

Other:

• Regional and international travel