Job Opportunities at MTN

JOB DESCRIPTION
Administrator - Billing Operations

• To ensure the accurate and timeous delivery of bills to the consumers, employee base through ownership of  billing systems, functional enhancements, integrity, and support.
• Resolve billing queries timeously and ensuring corrective action is undertaken to ensure customer satisfaction and that the issues do nor reoccur within the business.
• To accurately process and resolve all billing related queries and ensure billing adjustments are processed within the agreed timelines. 

RESPONSIBILITIES
Operational Planning

•  Liaising with relevant areas when necessary to ensure delivery of required solutions, customer experience and 
• SLAs. Initiate corrective actions where applicable.
•  Manage daily activities and bill run tasks to ensure the bill run deadlines are met.
•  Ensure timeous and accurate bill delivery.
•  Ensure MTN SA customers billing data integrity maintained and updated timeously.

Billing Management

•  Assist with end-to-end bill runs, including online and mobile platforms and processes.
•  Manage and control the end-to-end billing process – account management, and query resolution.
•  Manage billing queries, ensuring accurate and timeous resolution as per agreed turnaround time to ensure  accurate bills.
•  Manage the fixes of all system integration failures daily, validating reports to eliminate any failure patterns,  initiating incident report with all internal stakeholder and ensure resolution and permanent fix (24hr support  to the business in this area).
•  Assist with system data clean-up – ensure data integrity compliance with system requirements.
•  Provide feedback and input on monthly variance reports.

Query Management

•  Perform detailed Root Cause Analysis on the Billing Adjustments.
•  Investigate and prepare adjustments for review and approval.
•  Manage and control the query management logging systems, ensuring that queries logged are actioned and  completed within agreed KPIs and ensuring correct query resolution and feedback to initiator (24hr support to  the business in this area).
•  Prepare account reconciliations for both internal and external customers.
•  Attend customer meetings and provide timeous feedback on queries.
•  Manage the daily query queues to ensure query resolution within agreed SLA’s/OLA’s.
•  Liaise with internal and external customers to ensure root cause of issues are addressed and corrected.

Quality Control

•  Following clear and linear procedures of problem solving, monitor system performance through root cause  analysis.
•  Work consistently according to predefined standard operating procedures.
•  Assist with quality checks on bill run during the billing month to highlight potential problems/errors.
•  Perform quality checks on PDF’s generated post bill runs, highlight problems and escalate/resolve if possible.
•  Assist with quality checks on data generated during bill run and report to supervisor for authorisation to supplier  to commence printing/mailing.
•  Assist with quality checks at supplier (printing and mailing) throughout the process to ensure minimum/zero  error.

Month End Procedures

• Sensitivity: PublicMTNSA Human Resources 4
•  Prepare for review the debtors age for the billing customers with commentary on collection activities.
•  Capture/import invoices for the billing area, where applicable.
•  Print invoices for authorisation and distribution.
•  Prepare/run statements for customers on a monthly basis and save in PDF format.
•  Distribute PDF invoices, information exchange (where applicable) and PDF statements based on contractual 
• requirement/operator requirements.
•  Prepare and provide the monthly provisions and accruals.
•  Ensure all billing transactions have been completed before month end close.

Product and System Changes

•  Update and manage packages and system changes as per the business units’ guidelines.
•  Liaise with the products and services team to ensure that the configuration of products are in line with the MTN 
• products and services of MTN SA.
•  Ensure system update and changes are timeously actioned to ensure accurate billing.

Stakeholder Relationships

•  Attend to all vendor and customer queries timeously.
•  Ensure customer needs and requirements are satisfied through appropriate systems/processes/procedures.
•  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.
•  Live the MTN Brand.

QUALIFICATIONS
Education

•  Grade 12, 1 year certificate would be an advantage
•  Fluent in English and language of country preferable

Experience:

•  Minimum of 2 years’ experience in specialisation; with experience in managing others. Experience working in a large organisation 
•  At least 2 years’ experience in a similar management position, in dynamic and fast-moving industries

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• The position exists to ensure effective management of all major technical projects.  These include complex and very large client installations; assist with core network deployments, infrastructure deployment, product development, systems development and special client projects etc.
• It also exists to ensure anticipation on the design, development and capacity management of the company core network and ensures that technical infrastructure can support the products sold and offered
• Context: (Global influences, environmental / industry demands, organisational mission, etc.)
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

Task Complexity:                            

Operational effectiveness

• Provide post-sales support and maintenance of key client networks, with the help of Customer Implementation team(CIT)
• Provide effective network support (Technical ) and put forward recommendations regarding the client network,
• Participate in core network functions where they have an indirect impact on existing client services, and assist in network failures
• Managing network failures, on  customer level
• Take action to prevent the recurrence of problems.
• Provide input for Service Level reporting on core and customer.
• Ensure that resolved problems are communicated to the relevant account management team at all times ( including Account Managers)

Customer relations

• Update clients on regular basis, on technologies, and network. (fixed of once every 6 weeks meetings)
• Understand customer business and technology needs and input into the development of solutions
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved within agreed SLA’s
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer and provide advice on the best approach to reach the best results
• Attend Service Level Review meetings with clients when required.
• Adopt a proactive approach to prevent problems from arising in the future.
• Maintain relations with the technical managers, decision influencers of the clients business.

General

• Deal with problem situations that arise timeously and efficiently, displaying effective time management and time allocation according to project deadline.
• Be a quality check to Identify and prepare relevant information and data for internal reporting (to the business) and external reporting (to the client)
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Contribute towards continuous improvement and innovation at process and procedure level, providing input and recommendations into ways of fine tuning systems and processes in line with changing work practices, and operational effectiveness

Supervisory / Leadership / Managerial Complexity:

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively resolving any potential conflicts that may arise, and sharing and providing relevant information.
• Develop supportive relationships and encourage a team spirit.
• Enforce a customer-centric approach.
• Pro-actively involve engineers on all allocated accounts
• Ensure effective cross-functional team work in order to optimise workflow
   

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

Education:                                                                          

• Matric plus BSc in Computer Science
• Relevant technical qualification
• CCIE Written advantageous
• Juniper certification advantageous

Experience:

• Minimum 4 years experience in ISP working environment, which should encompass:
• Network related experience, which includes routing protocols, such as BGP, ISIS, etc
• Project management exposure
• working within Enterprise arena , as a provider
• UNIX based systems
• Cisco and Cisco technologies and products
• Juniper and Juniper technologies
• VOIP includes ACME, Broadsoft, SIP, ATA, Audiocodes, Quintum
• Scripting
• Working with ATM infrastructure
• Working on Martis infrastructure
• Worked on metro type links
• Strong switching  background
• Fibre infrastructure and technologies
• Network Transmission exposure beneficial
• GSM exposure ( GGSN/SGSN)
• Very strong routing and switching skills essential coupled with either one of very strong VOIP or Security skills essential
• Security includes Cisco PIX/ASA, Juniper SRX

Training:

• CCNP / CCIP / CCVP /CCSP qualification
• JNCIA/JNCIP advantageous
• Facilitation management 
• Leadership awareness

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JOB DESCRIPTION
Executive Supersonic

Mission

The MD: Supersonic is responsible for:

•     Developing the Fibre-to-the-home strategy, for Supersonic, in order to deliver shareholder value by profitably using the MTN fixed-mobile networks, ICT infrastructure and platforms within the social, political and economic context of the country. 
•     To increase market segmentation through segment value propositions, profitable price plans increase revenue as per set targets. 

Key Performance Areas

Strategy Development 

•     Develop and drive the implementation of the FTTH/Supersonic strategy, enabling the business to drive revenue targets as set and increase the necessary pipeline conversions.
•     Provide input into the sales business strategy to support MTNSA with the overarching business goals and ensure that MTN maintains and improves its leadership positioning
•     Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps, aligned to group strategy and frameworks
•     Define the standards and set targets for performance across various activities and identify the parameters for measurement of performance
•     Provide input for the product life cycle and management strategy, in line with overall strategy

Operational Delivery

•     Oversee the achieving and increasing of revenue targets as per the business plans and set targets
•     Ensure the introduction, implementation, and management of aggressive and robust price plans to increase profitability on the portfolio
•     Design competitive and relevant product plans in line with the approved business plan 
•     Increase market and revenue share through a robust and competitive plans for upselling, uplifting cross selling 
•     Drive best practices and ensure that propositions are correctly targeted, and churn is reduced.

Budget Management 

•     Oversee the forecast, plan and developing of budgets that provide Supersonic with return on investment, and seek required approval thereof 
•     Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets 
•     Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. 

Continuous Improvement

•     Keep abreast of international best practice, technologies and industry trends.
•     Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
•     Maintain an understanding of related systems in order to develop integrated systems and processes.
•     Keep up to date with new products and services and their impact on MTNSA
•     Understand and take cognisance of emerging markets and plan accordingly

Collaboration / Coordination 

•     Ensure collaboration with EBU, CBU, Technology and Business Intelligence teams to ensure market value creation through branding;
•     Collaborate with other Executive’s, to ensure the effectiveness of the MTN business model;
•     Collaborate with BI and Planning function to provide feedback and insights on the efficacy of the overall strategy.

People & Culture Management

•     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. 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 Supersonic team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour
•     Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice

Education

•     Minimum of 4 years in Commercial/Marketing/Business Degree 
•     MBA or Masters in relevant field of study (Preferred) 

Experience

•     5 years of more experience as a junior executive or country CEO; with at least 5 years in relevant sector/ industry Experience working in a global/multinational enterprise  with experience working in emerging markets 
•     Worked across diverse cultures and geographies
•     Proven track record of  a start-up, shut-down and/or business improvement project
•     Min 10 years of relevant work experience in a strategic Global Brand Management/Commercial/ Chief Marketing Officer role
•     Experience working in a global/multinational enterprise /FMCG 
•     understanding of emerging markets 
•     Senior management track record of 5 years or more, with at least 3 years in relevant sector/industry
•     Experience in Compliance Operations within a Telco
•     Experience in continuous improvement through the implementation of best practices Experience in Global Brand leading practices and trends

Skills

•     Attitude of Innovation, inventiveness & thought leadership
•     Global mindset to service worldwide operations
•     Pan Africa multi-cultural experience
•     Telecommunications industry experience 
•     Willing and flexible to travel within Africa and Middle East
•     Fluent in English 
•     Worked across diverse cultures and geographies

Competencies

•     Design Thinking
•     Customer Centricity
•     Product Development
•     Pricing Strategies
•     Customer Value Management
•     Commercial Acumen

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Mission/Core purpose of the Job

• The purpose of this role is to ensure timeous collection from MTN customers by meeting collection targets and resolution of customer queries to maximise the collection of arrears amounts. Manage the credit risk associated with customer default.
• This position is responsible for executing the Collections policies, strategies and processes to enhance cash flow, maximize collections, minimize bad debt and build relationships with external and internal clients through effective administration of customer accounts, resolution of account queries and efficient collection of payments due to MTN.

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

Organisational Mission

• MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

Global Influences / Environmental & Industry Demands

• Highly dynamic and fluctuating Telecommunications industry
• Highly competitive market with new and established competitors
• Fast moving industry
• Legislative changes
• Legal parameters set by the insurance industry
• Rapid pace of digitalization
• Prevailing economic pressures affecting staff and customers
• Fluid complexities of customer expectations and demands
• Prevailing economic pressures affecting staff and customers
• Fluid complexities of customer expectations and demands

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

Customer Queries Resolution

• Customer Queries Resolution with agrees turnaround times.
• End to end query resolution with correct escalation path and feedback to the business and external customers.
• Do all the investigation on customer queries.
• Calculate the credit due to the customer if any is due to a customer.
• Doing follow ups on query raised and provide necessary feedback to the business and the customer.
• Based on issues identified during queries investigation give input to the relevant stakeholders to fix the issues.
• Resolution of any queries raised, timeously and ensuring appropriate corrective action through relevant stakeholders.
• Ensure revenue leakages identified via the Revenue Assurance process is continuously updated.

Monthly Customer invoicing

• Prepare trend analysis of client invoices with the objective to pick up anomalies.
• Investigate and report all invoicing abnormalities identified.
• Review a root cause analysis on credit notes issued to assist in defining corrective action to avoid repeats.
• Prepare reconciliation between distribution as per warehouse data vs actual invoicing.
• Prepare adhoc invoices when required.

Debtors Management:

• Run weekly age analysis and monitor balances.
• Ensuring that the customer call cycle is strictly adhered to and achieved.
• Positively impact cash flow by ensuring the accurate and timely collection and processing of payments of accounts receivable.
• Accurate allocation of payment to invoices as per remittance received within agreed timelines accurate accounting records.
• To handle disputed accounts and negotiate with clients to bring payment in line with terms.
• Produce regular (agreed timelines) and accurate reconciliations for customers’ accounts and ensure that payments are allocated, and these are stored centrally for ease of access.
• Timely engagement with customer on default payments.
• Resolution of customer disputes and queries related to the function to ensure timely collection of payments.
• Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
• All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
• 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.

Risk Management

• Ensure the credit risk exposure is within the acceptable risk.
• Ensure compliance with MTN credit risk framework.
• Manage working capital within required parameters and Operating budgets.
• Provide a framework and fine-tune systems to ensure the effective collection of outstanding funds in accordance with the terms stipulated in the relevant commercial agreements.
• Establish relationships to optimise collections activities and engage and influence to ensure alignment of key stakeholders.
• Ensure that MTN SA is always in possession of the latest customer information to assess risk exposure.
• Calculate and report on bad debt and credit notes provisions at a customer level monthly within deadline.
• Manage debtors’ days (terms) within company targets or policy.
• Provide input in all relevant commercial agreements drafting and operate within the agreements.
• Ensuring all credit and collection policies and procedures are adhere to.
• Perform risk assessment on new and current accounts to ensure Credit risk exposure is within the acceptable credit tolerance levels with MTN

Reporting

• Prepare provision for credit notes monthly.
• Daily, Weekly and monthly Debtors Performance Reporting using the Age Analysis as the bases.
• Prepare and manage all other reporting required in line with collections requirements and Analysis of Accounts.
• Prepare cashflow reports within the deadline.
• Closing receivable month-end and report/recons (Sub-Ledger to GL).

Customer Relationship

• Responsible for maintaining and building good internal and external customer relationship based on MTN Brand values.
• Liaise with customers to ensure client expectations and service levels are being adhered to regarding maintenance of customer accounts.
• Ensuring that client queries are resolved within agreed SLA’s, TAT’s and set guidelines.
• Attend client meetings to speedily resolve outstanding queries, so that the client can pay within stipulated timelines (payment terms).
• Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
• Deliver first time right service excellence and by displaying the MTN brand values to customer during all customer interactions- all forms.
• Responsible for escalation and feedback to customer on all issues and matters raised both by customer and sales channels.
• Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items.
• To liaise with sales and have regular contact with clients by agreed mediums. Notify on status of accounts.
   

Managed audits

• Liaise with internal and external auditors to resolve audit points by ensuring that they are dealt with effectively and timeously.
• Ensure the auditors receives all the required information to ensure that audits are completed within deadline and budget.

 
Project Management

• Contribute to delivery of agreed projects including primary controls, policies and procedures.
   

Quality Management

• Ensure evaluations and quality checks are done according to MTN quality standards.
• Ensure adherence to credit management primary controls, policies and procedures.
• Ensure service delivery according to MTN quality standards.
• Contribute to the closure of any audit findings.  

 Job Requirements (Education, Experience, and Competencies)

• As per delegation of authority.

Collaboration (Formal and Informal Relationships)

Responsibility towards:

• Key customers: Internal stakeholders and External customers
• Key suppliers: External Debt Collectors, Insurer, Attorneys, Banks, Auditors, Credit Bureaus

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• Ensure planning and implementation of all ICT platforms and applications, including procurement, distribution and asset management. Maintain all policies relating ICT platforms and applications. Assist with budgeting for all new and upgrade ICT projects. Planning of the transition to SDN and network virtualization. Administration of server/IT infrastructure and application-level network services upon which network infrastructure, business processes and products are built.

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

• The MTN Group strategy – Ambition 2025 – is based on 10 main pillars, including the Platforms one.
• Based on that, an increased focus is required on Enterprise ICT services and platforms across all MTN Operating Companies.
• In order to accelerate on this stream, MTN Group ExCo has decided to establish a Centre of Excellence (CoE) dedicated to those services.
• This is not far from what is happening in other Telco groups, like Telefonica or Vodafone.
• The current allocation has been selected among few options and has been approved from the Executive Steerco that is supervising the programme with the participation of Group and SA Exec’s
• MTN South Africa is establishing a dedicated Technology function to support the MTN Converged ICT services ambitions.
• It has been agreed that the existing Technology support for the Group Elevated Multinational accounts will be housed within the Enterprise CoE with the Operations, Service Management, Incident and problem management being ring fenced into a dedicated function within Technology B2B CoE organisation.

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

Key Deliverables

ICT Planning and Design

• Planning and design for all Unified Communications and Collaboration platforms.
• Design, deployment and maintenance of server infrastructure, VMware environment, storage network and application-level network services.
• Maintain knowledge of various vendors’ hardware/software product lifecycles.
• Plan and execute the upgrade and replacement of hardware/software before end-of-life.
• Maintain ICT governance and formal controls of all UCC platforms
• Providing input to the disaster recovery plans for all platforms
• Assist with budgeting and network capacity planning
• Liaise with platforms Service Providers and Vendors
• Management of Service Level Agreements (SLA)
• Manage business analysis of customer demand correlated to existing and possible solution deployment
• Develop innovative network solutions with a strong focus on converged products that differentiate MTN in the market.
• Support, maintain and monitoring of all applications

ICT Development

• Maintaining the standards for server installations and applications
• Collaborate with technical product development team to ensure successful product development that uses UCC platforms.
• Develop and continually optimise the end-to-end process flow to ultimately ensure customer satisfaction
• Gather and analyse product and service requirements from multiple customer facing entities.
• Develop relevant documents as input to technical teams
• Provide feedback to requestor in the form of consolidated high-level solution documents, costing and time lines.
• Design and implement workaround solutions and out-of-the-box thinking to ensure speed to market.
• Develop bespoke SLAs that meets customers’ requirements
• Ensure product integration management by defining an end-to-end network architecture to support converged approach.
• Ensure solutions provide excellent customer experience for end subscribers.

Network Optimisation & Performance

• Ensure quality objectives are met and maintained
• Ensure future proof ICT plans to guarantee deliverables are met according to customer requirements both internal and external
• Track and report on performance problems and performance improvements on division level
• Investigate performance issues and identify changes required on division level
• Review design and drive optimisation changes
• Tender evaluations and formulations
• Provide high level support on the planned network/technologies

Operational Excellence

• Research, architect and implement new technologies in line with business needs to assist productivity and functionality of other teams and redundancy of network systems.
• Maintaining knowledge of current technology trends.
• Testing new technology and software in the lab and establish fitness for MTN Business use.
• Constantly learning and evaluating technological skills as is relevant to a Tier 1 ISP.
• Assist with troubleshooting of systems-related issues escalated via NOC and CSC
• Supervisory / Leadership / Managerial Complexity: 

Mentoring and Coaching of Graduate Engineers

• A high level of self-management and ongoing investigation is required for this position
• Engineers must be proficient in the ability to manage their day-to-day tasks/projects, work within given Time Scales and inform management in urgent scenarios when additional resources are required to ensure deadlines are met.
• Engineers must be proficient in the ability to manage their time accordingly

Role Complexity: 

• Systems involved directly support a Tier1 ISP and focusing on scalability and availability aligned with existing network topology
• Must be competent in compiling all management level reports at the highest possible level
   

Job Requirements (Education, Experience, and Competencies)

Education:

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

Experience:

• 3 years general systems administration experience in an UNIX environment and work experience in an ISP
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
• Experience working in a medium organization

Training:

• Sun Solaris/Unix, Erlang, Java, Linux, Vendor Platform Specific Training, SQL, Project Management, People Management, Technology Management.
• BroadWorks and Session Border Controller planning and support
• Hosted Contact Centres

Competencies:

• Head - Big Picture Focus (10)
• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

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Mission/ Core purpose of the Job

• To provide specialist support to various business areas with relevant, analyzed information on performance indicators and business value drivers and to extract reliable, high quality data from information and operational systems to allow production of main operational KPIs.

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

•     Highly dynamic and fluctuating telecommunications industry
•     Positioning of MTN as leading telecommunications player in the market
•     Within the dynamic legal, regulatory and commercial environment of South Africa
•     Highly competitive market with new and established competitors
•     Fast moving industry
•     Context changes in terms of technology advancements
•     Legislative changes
•     Ongoing technology advancements
•     Changes in consumer behaviour
•     Work within the data warehousing and datamart environments
•     Dynamic technology environment
•     Highly specialized working environment
•     Complex and multiple data sources
•     Large volumes of Data
•     MTN system and Data architecture
•     MTN Data entity definitions
•     Fluctuating market trends and indicators
•     Broad product and service portfolio

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

Key Deliverables:

Intelligence Measurements and Reporting

•     Research on customer buying and data usage patterns in order to have a holistic analysis
•     Assist with data extraction for customers from internal and external sources within the MTN SA and regional market
•     Assist in data clean ups to information by ensuring that data is updated and pruned
•     Thoroughly scrutinize data in order to determine SWAT across all of MTN Western Cape Regional segments
•     Report on relevant performance metrics for the business objectives in line with Business objectives
•     Facilitate accurate data analysis and reporting of customer analytics and intelligence
•     Delivery of insightful market intelligence and insights to support business intelligence objectives utilising customer analytics
•     Interpret data and develop relevant recommendations based on data analysis findings
•     Develop graphs, reports and presentations of projects results
•     Perform basic statistical analysis for projects and reports
•     Create and present quality dashboards
•     Generate standard monthly and ad hoc reports

Internal Processes and Efficiency

•     Prioritise requests and coordinate with IT to ensure availability, storage, sharing and certification of required information and          data integrity
•     Support data and application design for the implementation of an automated customer analytics
•     Ensure the effective use of the USD/JAZZ system within the department to log and take action on customer requests
•     Provide recommendations regarding campaign consolidation, integration, automation and optimisation based upon jobs                requests worked upon
•     To provide more insights into the ways to target customers 

Operational Planning and Management

•     Plan and coordinate the data extraction and reporting processes
•     Consider the long term (1-2 years) implications of action from a broader perspective
•     Consider local conditions, as well as competitor activity
•     Identify and exploit new opportunities to grow the business further
•     Identify innovative ways to use minimum resources to achieve maximum outputs

Role Complexity

•     Interacting with the team members within the CMO Pricing, Research and Intelligence and EBU departments through the Customer lifecycle management form to deliver on the Customer Lifecycle     management business priorities
•     Support the Marketing team regionally to deliver customer lifestyle management business objectives
•     Understand campaigns that introduced to market
•     Use reports and Dashboards to analyse marketing data
•     Must be proficient in MS Office and Statistical Software Packages, e.g SAS, SPSS, JMP, SQL, R

Job Requirements (Education, Experience and Competencies)

Education:

• 3-year Degree / Diploma in Commerce (Statistics, Mathematics, Computer Science) or related 

Experience:
Global Experience Standards (5)

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

Competencies:

Head - Big Picture Focus (10)

•     Analytical Thinker – Manages the alignment and execution of tactical activities
•     Problem Solver – Assist in solving business challenges but looks to others for advice and guidance
•     Operational Value Creator - Executes on innovative commercial practices and indentifies arears for continuous improvements

Heart – Emotionally Intelligent (20)

•     Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
•     Supportive People Manager - Is self-aware and supports team capability development through opportunity creation for                realising potential
•     Relationship Manager - Builds professional networks across teams through collaboration and co-operation

Hands – Results Focused (40)

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

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JOB DESCRIPTION
Manager - Commercial Legal

Mission

• Identify and manage the legal risk of the company and provide legal advice on various aspects of business, ensuring that Procurement and Technical functions of MTN SA all receive required legal support with high quality standards to guarantee legal risks are properly mitigated. 
• Handle complex multifunctional matters within cross-functional teams and provide a commercial & legal advisory service as required across MTN South Africa. 

The position will primarily support the Procurement and Technology divisions, with key focus on:

•     The procurement of goods and services across various commodities, for MTN’s internal consumption or for resale to MTN’s corporate enterprise clients
•     Electronic Communications Network infrastructure build (construction & engineering; maintenance programmes)
•     Leasing of Electronic Communications Network infrastructure (such as BTS stations and the management of legal matters connected thereto)

Key Performance Areas

Strategic input

•     Assist the SM: Procurement & Technology in defining relevant Commercial Legal frameworks to be implemented within Commercial Legal & across the organisation
•     Contribute to the implementation of the enterprise corporate strategy for MTN SA and the various business functions supported, ensuring alignment of all activities undertaken to the overall business strategy.
•     Contribute towards long-term forecasts and predictions (2-5 years).
•     Provide strategic input to the MTN SA business functions from a commercial legal perspective, with due cognizance of the broader business imperatives MTN SA, specific business units and considering the long term (1-2 years) implications of actions on the viability of the business from a broader perspective

Operational Planning and Process Enhancement

•     Conduct ongoing research, maintaining current knowledge of changes in legal frameworks and developments in the industry including from technical, operational and legal aspects
•     Provide input into the development of MTN SA departmental policies, procedures and structures and advising on departmental strategy and budgets
•     Drive best practice, continuous improvement and innovation at process and procedure level within MTN SA
•     Manage process of identification of critical issues that could arise and taking into consideration the long term (1-2 years) implication from a broad perspective
•     Identify efficiencies & standardizing way of work, mapping processes to give effect thereto and ensuring alignment to departmental objectives 
•     Provide input to the development of standard documentation, including contracts, letters, reports, notifications etc.

Commercial Legal Support

•     Manage legal requirements, transactions and initiatives within MTN, with a primary focus on:
  •     Network Infrastructure build & maintenance 
  •     Information & Communication Technology contracting (including traditional I.T; ICT contracts & projects and new technologies 
  •     General procurement of goods and services
  •     Property infrastructure procurement, with focus on land rights/tenure for public and privately-owned land & communal land leasing.
  •     Basic contracts and commercial management
•     Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company’s Technology Division in implementing its strategy relating to network infrastructure build and ICT contracts and projects, which includes providing legal advice and opinions 
•     Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company for procurement of goods and services, which includes providing legal advice and opinions
•     Support the MTN SA business functional areas of the business, proactively identifying legal risks/ issues that could arise and providing commercial legal advice to executive management and staff in these areas, focusing on complex commercial transactions, litigation and risk identification and mitigation
•     Support the Regulatory department in Private Law and in all court’s processes
•     Ensure compliance with law in all fields related to Commercial Legal in MTN SA business functions
•     Assist the SM: Procurement & Technology in the administration of all matters and rendering of legal advisory services to MTN SA business functional areas
•     Participation in all contracts & commercial negotiations with third parties, carrying out tasks allocated to you and handling complex negotiations, contract agreements
•     Providing legal input in all meetings which the Commercial Legal department is involved in 
•     Validate legal recommendations, taking in consideration the impact thereof on other areas of the business and their interdependencies.
•     Review major contract agreements to ensure compliance and MTN SA interests – structure local and international commercial transactions, drafting and reviewing related contracts (e.g. agreements with dealers, partners, vendors).
•     Ensure contract drafts are aligned with MTN SA standard legal templates and update legal policies and procedures in line with best practices, Conceptualise and deploy innovative methods for contracting for digital products and services and management of legal relationships between the company and its trade partners.
•     Attending to all legal queries from various departments, participate in dispute resolution and manage litigation matters for MTN SA business functions.
•     Ensure compilation and maintenance of a bank of precedents
•     Represent MTN SA in court whenever required
•     Ensure that all legal information for MTN SA business functions is properly uploaded in Enterprise Contract Management tool or whatever applicable contract management tool
•     Advise executive management on corporate governance issues, certain regulatory issues and the impact of new and/or amended legislation and the risks associated therewith.
•     Provide Corporate Secretary of MTN SA and Group with the appropriate legal support, maintain a good working knowledge of company secretarial functions and corporate governance requirements including King III.

Reporting

•     Collate all information and submission of all required reporting
•     Periodically report to MTN SA business functions and GM Commercial Legal highlighting key commercial legal risks and issues

Supplier Relationship Management

•     Manage and liaise with external attorneys who support MTN
•     Manage the identification of needs of external attorneys support, collating and validating inputs from MTN SA business functional areas
•     Raise and address issues related to performance of external attorneys support with SM: Procurement & Technology
•     Provide input to the Supplier Performance Management system

Customer Satisfaction

•     Manage and build solid relationships with all customers – internal and external, ensuring pro-active, continuous, sustained and qualitative engagements in line with Commercial Legal’s departmental strategy
•     Understand customer needs and develop and fine-tune ways of work accordingly, in order to satisfy needs and requirements.
•     Ensure customer needs and requirements are satisfied through having the appropriate behaviours, processes and procedures in place to be able to meet them efficiently and effectively
•     Adopt a proactive approach to prevent problems from arising in the future & effectiveness in problem solving and dispute resolution
•     Identify trends and patterns pertaining to customer requests and needs and filter this information appropriately to continually improve all aspects of service delivery
•     Initiate change to continually improve all aspects of service delivery, driving continuous improvement as an key element of service delivery

Leadership 

•     Mentor, coach and guide legal graduates allocated to Commercial Legal: Technology & Procurement
•     Display an understanding of the strategic nature of effective leadership in the organization
•     Support employee relations, participate & support collaborative teamwork 
•     Communicate actively and effectively resolving any potential conflicts that may arise
•     Comply with & enforce a customer centric approach 
•     Display insight into leadership style and how it impacts on performance positively and negatively
•     Display insight into cross-cultural relationship effectiveness, understanding of socio-economic context within which MTNSA & Commercial Legal operate
•     Have the self-insight and flexibility to adapt to different situations
•     Manage boundaries that separate units in order to optimize workflow

Role complexity

•     Deputize for the SM: Procurement & Technology as required
•     Participation in ad hoc projects
•     Assist with unsolved problems and problems of a more complex nature in other areas of the department to assist with resolution.

Innovation

•     Taking the business environment into account – marrying legal focus with the strategies of the business and aligning activities to the functions
•     Drafting and/or reviewing contracts, vetting and negotiation around complex situations
•     Exercising judgment on how to deal with each situation
•     Displaying sensitivity to variances
•     Being part of the process of creating a new systems and strategies to manage the legal environment within MTN
•     Managing the legal and commercial aspects of new projects and ventures
•     Formulating structures for deals in a dynamic context, e.g. new business acquisitions
•     Providing inputs into departmental strategy with regard to optimizing processes and providing direction

Vulnerabilities (control span)

•     Failing to keep abreast of new developments within the law and legal environment
•     Not fully understanding the business environment and risks
•     Not being creative in dealing with unique situations
•     When working on “emergency” projects, not having good relationships with a solid network of people 
•     Lack of internal cooperation, e.g. not receiving input within time frames from internal resources
•     Changes in broader socio-political and economic environments
•     Lack of knowledge of international industry dynamics
•     Lack of awareness of competition locally and internationally.
•     Ineffective management of outsourced work.
•     Poor prioritization of urgent issues.

Education

•     LLB + admission as an attorney OR advocate
•     Masters degree will be advantageous

Experience

•     A minimum of 3 years post articles experience, including Commercial law, Commercial Business
•     Experience in providing legal advice on matters, transactions and regulatory issues relating to EC Network infrastructure build, Procurement of goods and services, property infrastructure leasing. 
•     Experience in the telecommunications industry an advantage
•     Experience in providing legal advice on matters of Corporate Governance (including Companies Act), Companies Act & Compliance would be advantageous
•     An understanding of Contracts & Commercial Management would be advantageous
•     An understanding of Land Ownership & Tenure (public, private & communal land) would be advantageous
•     An understanding of Municipal Law would be advantageous
•     An understanding of Intellectual Property, 4IR and related concepts would be advantageous (Data Sciences, Artificial Intelligence etc.)

Training:

•     Systems, products and processes
•     Ongoing legislative and regulatory training 

                             
Knowledge

•     Understanding of MTN SA business functions
•     Broad knowledge of the industry
•     Basic Knowledge of the Telco financial environment
•     Requirements for conclusion of contracts knowledge
•     Requirements for law of contracts, including conflicts of laws knowledge
•     Intellectual Property rights and ownership thereof (Trademarks, Patents, Copyright and POCs) knowledge
•     International trade contracts, including Incoterms 2000 knowledge
•     Tender RFx processes and industry best practices regarding tenders and procurement knowledge
•     Strategic sourcing and procurement principles knowledge
•     International disputes resolution principles and organizations (e.g.ICC) knowledge
•     IT contracts and in particular escrow agreements knowledge
•     ICT knowledge, including Cloud Computing, eCommerce, 4IR, Data Protection, Privacy, Access to Information, Robotics etc.
•     Construction law and principles (e.g. JBCC, FIDIC, NEC 3, etc.) knowledge
•     Law of property (e.g. Purchase of land, leases, servitudes, property finance, etc.) knowledge
•     Knowledge of Magistrate and High court litigation - and accepting and responding to summons received accordingly
•     Knowledge of commercial legal law and contractual and prescriptive procedures in law
•     An understanding of the MTN business
•     Commercial, legal and contractual knowledge
•     Relevant legislation (all Acts/Laws impacting on the business locally and internationally – BEE, FICA, Taxation, etc.)
•     General Telecommunications Law, e.g. relevant to Competition Law, FICA, etc.
•     MS Office applications
•     Excellent usage of language

Skills 

•     Strong negotiation skills at all levels, including executive
•     Good interpersonal skills
•     Problem solving and decision-making skills
•     Ability to work under pressure to meet deadlines
•     Willingness to continuously develop new skills and knowledge
•     Strategic level general management skills
•     Strong leadership ability
•     Business acumen
•     Financial acumen
•     Ability to manage diversity
•     Excellent written communication skills
•     Project management skills
•     Excellent commercial drafting skills
•     Relationship skills – to build relationships to facilitate efficient workflow
•     Scanning skills – to search for new ideas, trends and principles
•     Systems thinking – understanding the “big picture”
•     Business acumen – an understanding of the business as a whole
•     Flexibility – the ability to adapt and change in the light of changing circumstances / new information
•     Culture diversity management skills
•     Presentation skills
•     Ability to work with conflicting objectives
•     Crisis management skills

Competencies

•     Independence
•     Self motivated
•     Assertiveness and self confidence
•     Drive and perseverance
•     Analytical
•     Attention to detail
•     Ethical
•     Disciplined
•     Creativity of thought processes
•     Entrepreneurial
•     Diplomacy and tact
•     Relationship builder – strong people focus
•     Consultative
•     Ability to take initiative and work both in isolation and be a team player

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JOB DESCRIPTION
Key Performance Areas:

Strategic Input and Aligment  

•  Provide input into regional Sales and Distribution strategy in line with the overarching business goals, ensuring that MTN maintains and       improves its leadership positioning

Operations Managememet and Development  

•     Develop area operational strategy and business plan to gain and maintain market share in the region.
•     Build and maintain mutually beneficial relationships with local  stakeholders  
•     Build and develop team to deliver on set targets and objectives
•     Develop and drive the execution of agreed projects an dinitatives 
•     Drive the implementation, tracking, monitoring and compliance of Projects
•     Manage third party outsource relationships to deliver on the MTN KPIs as per SLAs and proactively manage the development and     implementation of the sales strategy, projects and general management
•     Promote a positive NPS score by managing team’s activities towards having positive emotional and perceived value contribution to the     customers
•     Ensure A&R in line with budget forecasts and estimates with respect to contract acquisition and retention spend; and average A&R     across channels
•     Manage Area publicity budget
•     Manage the channel and distribution
•     Influence Capex investment requirements within area (commercial)
•     Develop strong insights, analysis and competitor footprint in the area
•     Drive cross functional collaboration, synergies, alignment in area of responsibility
•     Resolution of (complex) customer escalations from stores, that were not solved in-store
•     Ensure delivery of sales & services in owned store environment
•     Analyse store profitability and advise Senior Manager accordingly
•     Custodian of Branded Sales Operations
•     Day-to-day management, support and guidance to Partner Supervisor in the assigned portfolio or region
•     To meet or exceed retention and acquisition targets by providing exceptional customer centric service that is geographically close     to the customer
•     To ensure alignment in the different MTN touch points of Planning and Promo Analysis and Integration Strategies
•     To ensure efficient distribution of MTN’s products throughout the assigned territories
•     Act as custodian of the Sales Operations department (Regional), managing the implementation of strategy and delivery of sales and     profitability targets, plans and regional operational activities in alignment with the Channels
•     Increase awareness of products and services (including mobile money)
•     Liaise with marketing to ensure local marketing plan and brand management execution in the area
•     Manage local stakeholder relationships including distribution partners, business partners and local leaders 
•     Grow and manage employee and customer NPS

Sales Managemnt 

•     Drive revenue and cutomer growth in key segments i.e Youth, Mass and High Vakue Customers based on area profile and opportunity 
•     Ensure sales growth in net connections, as well as gross revenue.
•     Ensure Channel profitability
•     Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime
•     To achieve measurable results for channel growth and fraud reduction and risk mitigation
•     Drive revenue and customer growth in key segments, Youth, Mass and HVC based on Area profile and opportunity
•     Grow revenue by managing churn, upgrades, customer spend and new connections
•     Grow MTN’s customer base and market leadership in all channels
•     Achieve informal and formal channel targets 
•     Expand product presence in the area
•     Roll-out trade model

Education:

•     Minimum of 4 year Business Commercial qualification or related 
•     Fluent in English and language of country preferable

    
Experience:

•     Minimum 5 - 8 years Commercial Management Experience
•     Experience and strong understanding of the Consumer, Digital , EBU and Technology businesses 
•     Solid sales track record (performance against target)
•     Experience with setting targets, providing forecasts and other general management reports and requirements
•     Strong Sales Background
•     Experience in continuous improvement through the implementation of best practices
•     Understanding emerging markets advantageous
•     Worked across diverse cultures and geographies
•     Proven track record of commercials and business operations management in global/multinational company

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Key Job Responsibilities

Operational Planning

• Manage the execution of business finance, business planning, cost efficiency, reporting and analytics, modelling and financial planning strategies for the region, aligned to MTN’s BRIGHT strategic objectives
• Consider what needs to happen now and in the future to enable the company to achieve its strategic intent
• Identify areas where value can be added, value is being destroyed and value is latent and act accordingly
• Analyse trends and highlight areas of the business that may be developed further
• Communicate issue around the current environment and how this will impact MTN as a business both now and in the future

Decision Making and Business Case Management

• Assist in conducting financial modelling to support and govern all key commercial / financial activities across divisions
• Maintain consistency for all business case/financial modelling (including modelling of price plans and products and services)
• Provide input into the post implementation review analysis for every project/ market propositions flighted to enable business pick up learning points
• Collaborate with the SM: Regions in tracking the performance of promotions, products and services
• Conduct accurate intra monthly rolling forecasts based upon revenues, margins and customer figures
• Prepare business cases and other decision support modelling and present scenarios to the SM: Regions as required
• Analyse the margin for key accounts to assess profitability and benchmark the regional cost and performance efficiencies

Business Finance and Planning

• Contribute towards the business plan and forecasts of the region in alignment with the BRIGHT strategic objectives
• Evaluate potential impacts of existing and new business opportunities, products, services etc.
• Contribute towards the implementation of cost containment strategies in line with business strategy
• Execute standard KPIs reports per functional unit
• Manage financial requirements within the region by providing both tactical capacity as well as advisory and administrative support across all departments and functions and work horizontally across the different silos (within the region)
• Monitor adherence to CAPEX governance process

Project Implementation

• Participate in the execution, implementation, tracking, monitoring and compliance of projects related to products and channels for the regions
• Operate within the project management model and monitor project risks

Reporting

• Develop daily, weekly and monthly reporting for the specific region
• Operate within the set audit framework to ensure data quality audits
• Drive the implementation of processes, procedures and system for financial planning and reporting
• Job Specifications/ Minimum & Preferred Requirements

Education / Business Degree

• Minimum of 3 year degree in Commerce/Finance or related
• CA / ACMA (CIMA) / Actuarial Science preferred
• Fluent in English

Work Experience

• Minimum of 5 years’ experience in Finance and commercial functions
• Sound Telecoms commercial knowledge and experience
• Experience in managing others
• Planning, Reporting and Performance Management experience
• Experience working in a medium to large organisation

Global Talent Standards

Head – Big Picture Focus (20)

• Conceptual Thinker
• Problem Solver
• Improvement Driver

Heart – People & Emotional Intelligence (30)

• Culture and Change Champion
• Supportive People Manager
• Relationship Manager
• Hands – Results Focused (40)

Results Achiever

• Operationally Astute

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ABOUT THE TEAM

• The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

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.

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Mission

• The Compliance Supervisor HR and Other Services is responsible for the execution of compliance monitoring and oversight (second line role) within MTN SA, using the established MTNSA Compliance Framework. The role will manage the planning, coordination, execution and reporting of operational activities to ensure compliance with regulations, policies, procedures, and processes relevant to HR and Other Services. Further, the role will guide management to improve identified weaknesses highlighted by various assurance providers. 

Key Performance Areas

The Compliance Supervisor: is accountable for the following:

•     Development of compliance risk management programs to limit potential non-compliance and/or non-conformances.
•     Facilitate the development and implementation of the compliance risk management plans.
•     Planning of ongoing compliance monitoring activities and output.
•     Identify and report areas of non-compliance with applicable legislation and internal Policies Processes and Procedures (PPPs).
•     Monitoring the closeout of findings in ensuring that agreed corrective actions are implemented to remedy risks exposures. Reporting and escalating inadequate responses received from process owners to the responsible management teams. 
•     Assist in the development and maintenance of compliance risk/ issues dashboards.
•     Escalate non- conformance to relevant internal stakeholders on required remedial action in ensuring compliance with all legislation and PPP’s, where applicable. 
•     Development of compliance assurance checklists, working papers and other documentation required to perform the compliance reviews.
•     Maintenance and reviewing of files performed for all monitoring reviews. 
•     Assist in conducting training and awareness campaigns within the organisation.
•     Participate in the development and rolling out of the compliance training and awareness initiatives within the organisation. 
•     Manage productivity of all staff reporting to this position.
•     Contribute to the design and creation of reporting strategies and template.
•     Maintenance of internal compliance policies, manuals and another relevant documentation/program.
•     Monitor and assist with adherence to relevant compliance and regulatory requirements in the HR and Other Services Unit and supporting business units.  
•     Remain abreast with industry changes relating to products and services. 

Role Dependencies

•     Active support from the Compliance Manager: HR and Other.
•     Comprehensive understanding of MTNSA Compliance Policy & Manual.
•     Co-operation from employees and management in the business units under review.
•     Access to relevant documentation and systems (IS) necessary to support completion of the review

Relationship building and maintenance 

•     Work independently and within a team 
•     Develop and maintain strong, collaborative relationships with cross-functional compliance departments within Risk and Compliance, mid to senior level management, other internal clients, and peers.
•     Maintain good relationships with all stakeholders, without compromising the Compliance Monitoring function.
•     Ensure that relationships and cooperation between stakeholders do not influence the objective nature of compliance monitoring. 

Budget Management  

•     Ensure economical, efficient, and effective utilisation of allocated budget.

 

Customer Satisfaction  

•     Ensure review needs and requirements are satisfied through appropriate systems, processes and procedures 
•     Adopt a proactive approach to prevent potential risks from materialising in the future 
•     Initiate change to continually improve all aspects of service delivery and promote client satisfaction. 

Leadership 

•     Build professionalism, loyalty, and commitment to the organisation. 
•     Communicate actively and effectively resolving any potential conflicts that may arise. 
•     Have the self-insight and flexibility to adapt to different situations.
•     Live the MTN Brand – change and influence employees’ behaviour. 
•     Co-operation from employees and management in the business units under review.  

Innovation

•     Identify areas of risk and non-compliance 
•     Identify and report areas of non-compliance and opportunities for improvement relating to the standard MTN systems and processes 
•     Understand business intelligence and identify trends/,risks and control gaps for MTN SA
•     Build and maintain brand credibility 

Vulnerabilities

•     Obscure Mandate – Stakeholder lack of understanding of the function
•     Vague/complex business model and methodology 
•     Non-achievement of turnaround times 
•     Lack of relevant skill and experience

Responsibility towards:  who are they and what do they receive from the incumbent. 

•     Direct reports: Compliance Officers 
•     Matrix reports: Compliance Manager 
•     Key customers:  MTNSA department/division. 
•     Key suppliers: None
•     Relations, etc.:  Regulatory Compliance, Group Compliance 

 
Education

• Minimum: 3-year National Diploma (NQF6) or Degree (NQF7) in
•     Compliance Management/ Legal Regulatory
•     Risk Management
•     External or Internal Auditing
•     Finance

Experience

• Minimum of at least 3 years in:
•     Compliance Management
•     Risk Management
•     External or Internal Auditing or IT Auditing 
•     Finance
•     Financial Services and Regulatory Sector or banking
•     Good command of English and
•     Minimum of 2 years’ working experience in supervising / managing others  

Competencies 

•     Analytical Thinker -   Manages the alignment and execution of tactical activities
•     Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
•     Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement
•     Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
•     Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
•     Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand
•     Results Achiever -  Drives team objectives and contributes to sustainability of results    
•     Good communicator – verbal and written
•     Team player        

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JOB DESCRIPTION
Strategy Development

• Provide input into network quality and coverage strategies

Network Quality & Coverage

• Responsible for customer satisfaction and Quality Assurance in the Network Quality & Coverage Department
• Provide input on network quality and coverage improvement priorities across the network
• Assist NQ&C Manager in implementing tools and mechanisms to measure network quality and coverage
• Consistently Monitor the Network Quality and Coverage performance and implement corrective and preventative measures as required
• Alert NQ&C Manager of patterns in customer complaints
• Ensure that the regional network quality and coverage teams address and respond to all network quality and coverage queries within agreed timeframes
• Assist NQ&C Manager in designing and implementing processes for prompt and effective handling of customer complaints directed to network
• Provide effective escalation of network quality and coverage problems that can not be resolved by regional quality and coverage teams
• Assist NQ&C Manager in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify and report key improvement areas based on customer feedback
• Identify processes where quick customer complaint handling can be improved
• Ensure the maintenance and development of Network Quality & Coverage systems in line with other Customer & MTN Group needs, technology changes and products in the market, also ensuring:
• That record keeping of all coverage complaints received in FLS, ensuring that each complaint is followed up and completed
• That responses to all incoming coverage and network quality queries are maintained within the stipulated period
• To Assist with the investigation of coverage and network quality problems when needed
• To liaise with the P&O Division to assist in investigating and resolving coverage queries
• To inform customers and Customer Service of the outcome of investigations into coverage queries, within 2 weeks of the problem being reported
• To assist when necessary in the installation and setup of equipment in customers’ premises to improve coverage quality
• To facilitate the planning of new sites by means of proposals/petitions from customers
• To assist in the alignment of the Network Quality & Coverage department according to new support needs as MTN develops in the fields of Data & Voice.
• Network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

Communication and co-ordination

• Assist the Network Quality and Coverage management in guidance and support wrt the Network Quality & Coverage Helpdesk to resolve coverage and quality customer queries efficiently
• Ensure quality and coverage issues are tracked, managed and communicated along with plans for addressing these
• Assist in providing support for MTN Management queries regarding network quality and coverage
• Adhere to the processes in providing an effective line of communication between the between Network Group and MTN Customer Services and the end user, regarding Network Quality & coverage problems

Administration and Projects

• Manage the ordering, provisioning, activation and distribution of Sim cards and keep a constant check of stock levels.
• Approval and tracking of Works Authorizations
• Manage the processing of Requisitions and Invoices and ensure Purchase Orders get created.
• Ensure LAF’s get signed.
• Make constant inpections on the quality of the sub contractor wrt installations.
• Keep check on stock levels regarding BOM’s(Bill of Materials) for installations.
• Database management of all stock and distribution thereof, on a National and Regional basis.
• Ensure accurate and timeously weekly and monthly reports regarding stock levels and installations.

Assistance in the following could be required from time to time:

• To  provide budgetary input for network quality and coverage measurement tools and reporting systems
• To track overall expenditure on network quality and coverage measurement tools and reporting systems
• To provide budgetary input regarding customer premise quality and coverage enhancing equipment provision, installation, management and support
• To track overall expenditure related to customer premise quality and coverage enhancing equipment
• To identify cost efficiencies regarding network quality and coverage measurement tools and reporting systems
• Supervisory / Leadership / Managerial Tasks: 

Customer advocate

• Serve as customer advocate for national customer issues reported.

Project management

• To assist the NQ&C manager and in his absence, coordinate and implement NQC requirements, the NQC Supervisor must be able to act as project manager to achieve requirements. This includes chairing meetings, keeping meeting records and actioning of agreed targets for effective outcomes.
• Leadership is demonstrated during the planning and execution of requirements (probing questions that stimulate thinking), initiative and drive to not only constantly improving the systems and process environment within MTN SA, but also recommending good quality solutions to complaints and risks being managed. Working with all key management interfaces of the applicable business units are critical to ensuring cooperation and aligned outcomes.

Communication and Influence

• Due to the creative nature of the complaint and risk resolution process, the NQC Supervisor is able to lead by communicating ideas with subordinates, peers and leaders and is able to convince and influence others.
• Excellent communication and negotiation skills are essential as this forms an important part of the relationship with customers, partners and suppliers.

Minimum Requirements

Education:

• Minimum of 3 year degree/diploma in IT or Communications or Telecommunications
• Mobile telecommunications Certificates
• Fluent in English

Experience:   

• Minimum of 3 years’ experience in customer complaints - technical support; with experience in supervising others
• Experience working in a medium  organization