Job Vacancies at MTN

Mission/ Core purpose of the Job

• The Head of Marketing ICT CoE will responsible to position ICT CoE as the partner of choice for inspiring and enabling growth through ICT solutions:
• Develop and implement the ICT CoE marketing strategy in alignment with the MTN Business SA, MTN SA and the MTN Business Group strategies – is this applicable?
• Develop relevant targeted marketing strategies for each identified market segment 
• Support sales team through content marketing and sales enablement initiatives such as opportunity-centric marketing, case study, sales collateral development and channel expansion marketing initiatives
• Provide business and market intelligence as well as analytics through the creation and implementation of research and reporting programmes and tactics that support the needs and objectives of ICT CoE
• Contribute to the overall development and maintenance of ICT CoE’s reputation 
• Establish the Marketing department of the ICT CoE

Job Outcomes/Results

• Increase ICT CoE revenues and profitability
• Customer numbers – gross adds and churn
• Execution of projects within set timelines
• Provide data on product performance and tracking
• Successful launch of new product/product uptake
• Optimal mix of product lifecycle management
• Delivery of marketing plans
• Marketing effectiveness

Key Activities & Responsibilities

ICT CoE Marketing Strategy

• Define Marketing strategy for ICT CoE, in conjunction with ICT CoE Executive
• Develop the relevant and targeted marketing strategies for each of the market segments to support sales
• Establish premier events for Partners and Clients to drive brand loyalty
• Develop, together with the product and solutions organisation, regular MTN-led thought leadership events to position MTN as a leader in the mobile and ICT space
• Drive product promotion to achieve revenue and profitability targets
• Provide regular market and business intelligence to shape the sales and business strategy
• Monitor performance in segment in an on-going basis and define corrective action plans to achieve business and financial targets
• Oversee the planning, development and execution of the organisation marketing objectives and advertising initiatives
• Ensure effective Return on Marketing Investment (ROMI)

ICT CoE Marketing operations

• Focus on providing exceptional Client Experience
• Drive the Partner and Client Satisfaction Survey in conjunction with the Sales and Partnership teams
• Position MTN Business as the partner of choice for mobile and ICT solutions
• Manage brand reputation in partnership with MTN Group EBU and Consumer Marketing
• Ensure delivery of exceptional client experience
• Be the overall custodian for brand and customer engagement across the business

 
Ensuring a culture of Operational Excellence

• Perform regular market analysis and analyse trends
• Ensure the right marketing organisation structure to enable a better client experience
• Development of the appropriate product and solution collateral (in conjunction with the Products team) to support Sales and Partner teams
• Provide on-time and accurate reporting across the sales verticals
• Ensure that a process is in place for seamless handover between marketing and all other relevant functions 
• Effective budget management
• Implement processes and procedures to accurately determine ROMI

Process and Procedure Effectiveness

• Ensure that workflow continues without interruption
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
• Ensure all documentation is filed in a manner that is easily retrieval by any member of the team and meet the organisational requirements.
• Manage all risks that could be affecting clients

People  & Culture

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Create and implement own personal development plans 
• Manage own Performance and identify training needs. Coach and guide colleagues where necessary
• Enable and model healthy employee relations and collaborative teamwork
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Ensure open communication channels with staff and implement change management interventions where necessary
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour

Continuous Improvement

• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis
• Monitor true-value metrics to measure the impact and benefit of the function to MTN SA
• When required execute on area-specific projects 

Governance, Reporting and Control measures 

• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure the establishment of regular review committees with Group EBU Marketing and Consumer Marketing?
• Effective management of key industry events and premier events
• Identify relevant information and data for reporting purposes during departmental meetings
• Identify and interpret relevant information and data for reporting purposes
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
• Provide daily, weekly and monthly reports on all activities of the section to the ICT CoE Executive
• Feedback on any issues as soon as they arise and resolve 

Job Minimum Requirements (Education , Skills and Experience) 

Education

• Minimum 4 Year Bachelor Degree in Marketing or equivalent
• MBA/Masters advantageous
• Relevant accreditation in marketing - advantageous
• English and Arabic (as advantage)

Experience

• Senior Manager track record of 5+ years; with at least 3 years in Telecom industry.
• Working knowledge of various marketing and brand disciplines.
• Worked across diverse culture and geographies.

Skills

• Excellent verbal and written communication skills. 
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Ability to take clear and economically sound decisions in a fast-moving competitive environment
• Ability to handle uncertainty 
• Function in a “start-up” enviroment

go to method of application »

Mission/ Core purpose of the Job​

• The consultant People Services to assist the Head of  People ICT CoE hires top talent and retain the employees to meet the growth targets​
• The consultant supports and executes the Business Unit HR frontline implementation, enablement and delivery of the people agenda in the ICT CoE​
• To maintains an effective level of business literacy about the business unit's financial position, its midrange plans, its culture and its competition​
• Ensure the successful appointment and onboarding of Expats​.

People Services Operational Delivery​

• Support the Head of People ICT CoE to establish the people practices within the ICT CoE. The consultant will be required to assist with general HR function, as stipulated below, but will be expected to give full support​

Organization Design​

• Evaluate and generate business-specific insights to advise business / function unit on organization design solutions and practices that are result oriented ​
• Assist in localizing and implementing the functional organizational architecture operating model, strategy, objectives and budgets in conjunction with HR COE team ​
• Maintain and update the organization structure, headcount sizing, job profiling and transition plans - in line with the operating model, strategy, objectives and budgets for business / functional unit ​
• Provide inputs for the development of business / functional unit Competency framework in conjunction with Organization Design team ​
• Analyse and prepare headcount and FTE sizing proposal for HR COE functions (aligned with the budgets) ​
• Develop job profiles relevant to the positions in the business / function unit, along with the business / functional leaders, in line with the OD and Rewards Policies. Ensure appropriate protocols and approvals are obtained prior to rollout. ​
• Ensure timely communication of new/revised job profiles to HR teams for operational implementation ​
• Responsible to ensure co-ordination of job/position evaluation for business / function units ​
• Periodically review, analyse and report on OD and People data for the HR COE’s to ensure compliance to the OD standards and policies. ​
• Prepare, present and report on key organization design metrics such as span of control, organization layers, headcount and critical position vacancies for the business / functional units in line with the practices defined by the HR COE Team ​

​Workforce Planning and Analytics​

• Assist in the development, monitoring and reporting of Functional HR budgets relating to headcount and cost for the Business Unit. ​
• Assist in the development and presentation of strategic and operational workforce plans for the Business Unit, in line with the methodology and framework defined by the Global Organization Strategy and Performance vertical ​
• Prepare key Business Unit workforce metrics (headcount, HR budget and cost, talent and organization metrics etc.) based on data/inputs received from the HR COE, to the respective Business Leaders on a timely and accurate basis. ​
• Analyse, prepare and circulate workforce related analytics and insights specific to business / functional units ​Provide inputs to optimize allocation of resources, ensuring that resources are sufficient, and that duplication of resources occurs is minimised ​
• Assist in preparing key highlights of business objectives/plans and workforce related plans to report on a timely basis to the HR COE teams. ​
• ​Performance Management​
• Assist with the appropriate research, inputs, insights and leading practices relating to business-specific people performance metrics and KPIs ​
• Ensure implementation and adherence to the performance management framework and methodology within the Business Units ​
• Educate and communicate with line managers in the business / functional units on the various performance management responsibilities, processes, policies, people management practices ​
• Execute the implementation of performance programs and initiatives for business / functional units ​
• Assist in the cascade and socialisation of approved functional KPIs and targets for business / functional units ​
• Monitor and report on process compliance of the business / functional units to key performance schedule of activities and timelines ​
• Assist in the effective execution of goal setting, moderation and calibration processes for the business / functional units ​
• Participate and ensure appropriate closure of action relating to ad-hoc performance interventions such as facilitating individual development plans, management of performance improvement candidates, resolution/escalation of performance related conflicts, technical systemic constraints etc. and so on. ​
• Proactively coordinate with the HR / Business Performance teams to obtain reports and undertake necessary actions based on the performance metrics results ​

Talent Management​

• Proactively analyse and derive insights to assist the Senior Manager in developing top talent management, strategic hiring and retention strategies ​
• Assist in developing strategic talent sourcing strategies which align with the workforce needs of the business / functional units, in conjunction with the HR COE and wider HRBP network ​
• Support the implementation of buy, build and bind strategy for business / functional unit with the sourcing strategy ​
• Develop and manage a sound sourcing channel plan for various levels / skills of the functions, in line with the business / function unit workforce plan ​
• Support the Senior Manager in management of top/critical skills management strategies for the business / functional units ​
• Provide insights and feedback to HR functions and BU leaders to enable strategic interventions for retention, motivation, development and career management ​
• Prepare and present reports and key metrics and indicators for talent management within the business / functional units ​
• Participate in key talent sourcing processes and procedures including selection processes .

Expat Management​

• Responsible for the appointment and onboarding of Expat ​
• Execute the necessary protocols/mechanisms to ensure consistent service delivery to the expat candidate​
• Support and manage the administrative services with regard to the appointment of Expats, in country re-location, visa processes, etc​
• Co-ordinate removals, storage and shipping of expat personal effects​
• Coordinate and support the process for payments of vendor and service providers who provide services to expat staff, e.g. rentals, utilities, cell bills, etc.​
• Draft communication to banks, SARS and authorities on behalf of expats when required​
• Accurately processing and control of employee information as and when required, such as banking details, information to Auditors for Tax purposes, etc.​
• Coordinate and provide reports to the Group and Dubai Finance/Payroll teams where applicable ​
• Ensure all necessary expatriate payroll documentation, approvals and filings are stored as per the MTN’s documentation policy/country laws and regulations​
• Provide assistance and coordinate to retrieve information/documents during external and internal audits ​
• Support and coordinate the Expat payroll related requirements and queries in collaboration with MTN Group HR in South Africa and Dubai ​
• Manage and review expatriate payroll masters, processing rules and validation protocols, in line with governing policies, employment contracts, statutory regulations​
• Support the development and operation of the Employee Satisfaction feedback for expatriate community. Ensure action plans are designed, communicated, and actioned by respective teams and lines managers ​

Job Requirements

Education

• ​Minimum 3 Year tertiary degree/diploma in Human Resource/Behavioural Sciences/Business Studies/Management and/or Equivalent​
• Relevant certification/accre​ditation

Experience

• Min 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on OD, performance management, talent management and workforce planning​
• Demonstrated experience partnering with clients on solving business/operational issue through the application of progressive people systems practices​
• Project management experience​
• Worked across diverse cultures and geographies​

​

go to method of application »

Job Description

• Responsible for managing and coordinating customer queries which cannot be resolved by Customer Operations:
• Technical or sophisticated queries related to the following will be resolved by the CSQueries team:

Voice

• Making and Receiving Calls
• Airtime
• Calls/ Dualcall/Twincall
• CLI
• Call Dispute
• Voicemail Setup
• Voicemail and Videomail
• Missing Minutes
• MTN Zone
• Voice Call International
• Voice Call Local
• Voice Roaming
• Magic Voice
• Extra Tim

Messaging

• SMS Setup
• Callback
• MMS
• Missed Call
• MTN Banking
• Recharge
• SMS Bundles
• SMS International
• USSD
• MessageMe
• Voicemail-Lite
• Email
• Data
• Data Usage Dispute
• Data Usage vs Charge Validation
• Adhoc Bundle
• APN Queries
• Network Connections & Setup - Prepaid/Hybrid
• WASP Services USSD (Content Charges)
• Internet Connection and Setup
• Data Connection Issues
• Data Speed Issues
• WAP
• WIG
• Video Call
• Job Requirements

Education:   

• Matric plus minimum Tertiary IT Qualifications, any CISCO Network knowledge or some Qualifications will be an added advantage
• Customer Service Management
• ITIL foundation

Experience:

• 3 years Telco experience, especially within subscriber packages space
• Experience interfacing with multiple business units
• Working Experience with ITIL Processes and practices

go to method of application »

Mission/ Core purpose of the Job

• Working closely with the MTN Executive Leadership Team and the Opco CEOs, the Executive: Group

Mission/ Core purpose of the Job

• To drive efficient and effective management of devices, ensure optimum levels of stock aligned to products and solutions campaigns devised by EBU and to set the targets for sales incentives, both for MTN sales incentive schemes as well as for OEM incentive schemes, in order to drive sales and stock turnover within the channels and regions.

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

Highly regulated environment

• Rapidly changing technology, products and services and the need to plan for Business niche products
• A strong need to comply and align with standards, legislation and best practices
• Stringent monthly deadline-driven environment
• Participative environment – highly diverse and team-focused
• Operating within regional socio-economic conditions and context
• Operating within the channel structure and strategy
• The provision of innovative solutions and service excellence
• Operating with a highly dynamic, competitive and fluctuating market/ industry
• Fluid complexities of expectations and demands
• Total customer experience for MTN brand
• Work with a culturally diverse team
• Results driven execution sometimes requiring extra effort to go beyond the norm & even on weekends to support stores.

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

Key Deliverables

Tactical Alignment

• Align all operational activities undertaken in the department to the AMBITION 2025 strategy objectives
• Drive best practice, iterative improvement and innovation at a strategic deployment level
• Ensure effective implementation of sub-divisional strategy by means of providing expert advice, direction, structure, business plans and support

Device Management

• Keep up to date with the various channels sales and marketing initiatives and campaigns, including sales forecasts, in order to understand the volume of devices required across regions and channels
• Manage devices stock across regions and channels to ensure optimum stock levels, aligned to the solutions/products that are being marketed within EBU
• Manage the database of device inventory and run forecasts on stock quantities to facilitate accurate reporting
• Work closely with the bids team to stay informed of current bids, including winning probability and ensure that adequate devices are secured for EBU to deliver on the terms of the bid
• Manage the relationship with approved suppliers, in order to ensure adequacy of orders, taking into account lead times
• Liaise with Supply Chain Management to ensure stocks are replenished as required
• Provide continuous reporting on slow moving stock to marketing and sales, so that they can devise strategies to incorporate these into their solutions/products
• Work closely with the pricing and products team to ensure accurate and suitable pricing tools are incorporated, and accurate stock levels
• Provide training to the sales team on new devices introduced to the market, to ensure that the sales team has a good understanding of the new devices and can provide sound advice to customers

Incentives Management

• Work closely with Finance to set the targets for the sales incentive schemes deployed for EBU, to ensure they are adequately stretched to ensure line of sight and drive sales
• Manage the incentive programmes from OEM suppliers, to ensure that the sales team can leverage from these, driving sales and opportunities for growth
• Monitor target sales and provide continuous reporting to business, to ensure that the sales team is kept informed of the actuals vs targets and can devise action plans to achieve targets
• Provide support to the sales team by modelling incentive pay-outs, based on targets set and performance levels, providing line of sight
• Collaborate with the sales team in order to manage their targets, monitor and track their incentives periodically
• Stay up to date with industry practice around incentive structures and performance drivers

Stakeholder Management

• Manage relationships with suppliers, sales teams, bids team and other relevant stakeholders in order to understand stock level requirements and sales performance indicators
• Train sales team around new devices entering the market

Tactical meetings

• Set up / contribute in adhoc and operational meetings
• Participate and provide input into tactical meetings
   

Escalations

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

Reporting

• Report on an ad hoc basis on specific projects as and when necessary

Budget Management

• Monitor expenses related to the area within the relevant budget required for MTN SA’s EBU Commercial function
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budget
• Maintain cost effectiveness through effective monitoring of costs and determine initiatives to optimize resources
• Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 3 year tertiary degree / diploma

Experience:

• Minimum of 5 years’ experience in an area of specialisation with experience in supervising/ managing others
• Experience working in a medium to large organisation

Competencies:

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

Training:

• Industry and company required training

Industry / Certifications

• Relevant certification / accreditation / membership with professional body as required for role

Other:

• Attitude of Innovation, Inventiveness and thought leadership
• MS Office (Word, Excel, and Outlook)
• Worked across diverse cultures and geographies
• Knowledge of device leading practices and trends
• Knowledge of incentive structures within the Telcos industry
   

go to method of application »

Job Description

Automation and Monitoring Planning, Design and Development

• Produce plans and actions to automate tasks, interface these to back-end systems using internal APIs and/or other forms of dedicated scripting languages, to reduce cost; increase speed, accuracy, and consistency; improved quality and performance scalability
• Develop, implement, support, and optimize automation and monitoring dashboards for IT Operations and Testing Services to ensure an effective and stable support of the Digital Services, VAS, EOM, IT Helpdesk and MTN Group Services.
• Responsible to develop and implement complex infrastructure and application automation environments for overall End to End Automation and Dashboards Monitoring
• Apply extensive technical expertise to develop and implement automated infrastructural/applications workflows and system integrations
• Collaborate and discuss Automation requirements with other teams, propose and implement solutions for overall E2E Automation, based on new features, services, products, and environments
• Accountable to Analyse and troubleshoot automation issues
• Support automation proof of concepts to deliver and promote automation within IT Command Centre

Infrastructure Implementation

•  Implement aomation and monitoring through RPA/Chatbot and PRTG/App Dynamics in the IT Command Centre.
•  Perform the support and Maintenance function on Digital Services, VAS, EOM, IS Helpdesk and MTN Group Services.
•  Implement, maintain and support ITSM, Project Management and other business tools within the IT Command Centre.
•  Support the Service Operation and Digital Services systems to achieve MTN's set Key Performance Indicators (KPI – 99.999% Availability).
•  Be involved in systems performance improvement planning and to implementation through KTLO, CAB and other processes.
•  Participate in the Oxygen, Accelerate Technology Efficiency and other capital projects.
•  Provide support to improve and optimize customer experience services provided by Customer Service and Operations (CSO), CBU, EBU, TES and BRC.
•  Document system configuration processes, configuration changes and the layout of the CMDB.
•  Identify Configuration Items (CI's) to be added to the CMDB.
•  Participate in the building, support and optimization of the video wall.
•  Train (on-the-job training), mentor and coach team members in line with busines and departmental key performance areas (KPA’s), including progress monitoring.
•  Provide technical advice in all departmental and inter-departmental projects.
•  Ensure all area day-to-day tasks are being completed to the required level.
•  Ensure SLA's, OLA's and Underpinning Contracts are achieved and maintained.
•  Document all processes and procedures in line with Business Governance, Risk and Compliance.
•  Communicate all incidents, system changes and planned work to all stakeholders and other interested parties based on the necessary RACI chart.
•  Keep line of reporting informed of progress in all projects, including any problems and challenges that may arise.
•  Integration between DB's, different OS's, other Technologies and Applications.

Robotic Automation Process (RPA) and Artificial Intelligence (AI

•  Produce a list of actions to automate tasks and interfaces to the back-end systems using internal applications programming interfaces (APIs).
•  Use RPA/Chatbot automation activities to alleviate the current manual tasks to reduce user/customer complaints to the IT Command Centre and End User Services technicians, resulting in considerable amount of cost saving
•  Analyse and apply subjective judgement to all ITSM processes to identify an ideal starting point for robotic automation
•  Apply voice recognition and digital dictation software to improve business processes without manual intervention
•  Apply Specialised Remote Infrastructure Management software for automated investigation and resolution of problems, using artificial intelligence for first line IT support and first call resolution
•  Use Chatbots and other relevant software solutions to service customer requests for information and problem solutions.
•  Apply presentation layer automation software to reduce human labour and interventions
•  Implement IVR systems that incorporate intelligent interaction with IT services users/customers

Contract Management

• Assist Commercial and Procurement with Technical Consultation in contract negotiations with Vendors and other services suppliers
• Provide Technical content for RFI’s, RFP’s and RFQ’s
• Assist Commercial and Procurement with the Technical evaluation of RFI’s, RFP’s and RFQ’s

Vendor Management

• Maintain vendor interaction for automation and monitoring platforms, designs, and technologies
• Manage dependencies and expectations between multi sourcing vendors
• Maintain the relevant MTN SA vendor relations
• Ensure that vendors provide the maximum value at a minimum cost to MTN SA

Capacity Management

• Plan and Maintain capacity through automation and monitoring on ITSM building blocks
• Apply automation to free up capacity (over allocated environment or unused environments)
• Apply automation to reduce Software Licensing requirements (Server virtualisation, Core reduction on Enterprise Platforms etc.)
• Manage capacity based on organic growth and project related requirements informed by automation requirements

Demand Management

• Execute on the agreed ITSM Services - IT Planning, Design, Implementation and Support of Business Plans within the constraints of approved Budgets (owned)
• Manage demand for unplanned optimization requirements
• Assist other departments with Automation Requirements (non-owned) by providing technical input into Test Cases, obtaining Quotes (in conjunction with Procurement) and assisting with the procurement of the Resources, Services and/or Software Licensing
• Action day to day requests for Automation and Monitoring services raised by our stakeholders

Minimum Job Requirements

Education:

•  Minimum 3-year bachelor's degree or diploma in Computer Science, Information Systems, or equivalent qualification is essential
•  ITIL Certification
•  Fluency in English

Experience:

Minimum 5 years relevant work experience including the following:

•  High technical expertise in end-to-end IT Infrastructure/Applications Automation, Monitoring and Support, including APIs, APNs and Orchestration
•  High technical expertise in software engineering / development
•  Proven experience in an interpreted high-level general-purpose programming language and DevOps, knowledge, and application of CICD and Agile software development shall be an added advantage
•  High technical knowledge in infrastructure and Application automation, monitoring, and support
•  Experience working in a large multinational organization