Vacant Jobs at MTN

JOB DESCRIPTION
Primary Job Purpose:  

• To ensure that the data and switching requirements as per business requirements are fulfilled.
• Responsible for operational planning, implementation, support and maintenance of HLR / MGW/MSS/MSC/GMSC/STP/SS7/IVR/I-GATE/SRS Hub/GPRS/SGSN
• To initiate actions to optimise the network (continuous improvement). 
• To ensure that the operational structure on AXE systems is optimally integrated into network operations (best practice).
• Maintaining 100% availability of the GSM network 2G & 3G & 3.1 MSS at all times.
• Creation and implementation of database for National and International roaming (Both Postpaid and Prepaid).

RESPONSIBILITIES

Context: 

• All operational aspects of the current GSM telecom technologies as used in the current MTN network architecture, this includes future technological advances in the mobile arena as well the convergence of technologies in the data, internet, e-commerce and voice arena, VoIp, self provisioning, ip etc.
• ISUP carriers locally (Telkom, Sentech and Neotel) and internationally (Veraz and Belgacom) and with SCCP carriers globally (T-Com and Belgacom); across internal MTN departments (DCG, Network Testing, Network Performance) and divisions (IS, Billing), industry for a (GSM Association – Africa Interest group)
• The Network Operations Division shall ensure world class quality and availability of the Network and services for MTN customers at all times in a cost-effective manner.
• High Tech, flexibility, knowledge sharing. 
• Commitment to MTN values.
• Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Key Tasks: 

• Network Implementation - Prepare DT “Data Transcripts” for all AXE elements” HLR/STP/MSC/GMSC/BSC/RBSC/MSS/MGW/3G /I-GATE/SRS Hub/GPRS/SGSN as and when required aaccording to project plan. (Include B-number tables/Link requirements/interconnect requirements/software levels/Point Code allocation etc).Load and test DT. Complete Full integration testing on new nodes this include – H-module testing /Billing verification/ SMS / PP / Voice / Data testing. Integrate the operational requirements for new technologies and services that will be supported by Network Operations and as per Marketing Requirements. National and international data changes- RSA Network and Africa. CP & APG slides – testing and integration. IR21 changes for signalling, NDC’s and numbering plan changes\
• 3rd Party Implementation - Implement/test and maintain routing to third parties i.e. VC/CELLC/IVR/SENTEC/TELKOM/Call Centers/Vans/Premium Rated/Banks/BRS –Marketing Requirements etc. Ensure that all technical requirements are met to introduce roaming with new Roaming Partners.
• Expansions - Ensure that hardware capacity exists for future projects and expansion. National switching equipment remodelling/redefinition. Ensure that switch capacities are monitored and expansion of links and C7s / AXE equipment / Processor Upgrades is put in place and executed. Liase with System Planning regarding HW requirements. Specify, source and deploy O&M tools/systems to ensure optimal functioning of the international roaming services.
• Support - Implement new software / ACA levels as and when released by E///.Assist with the operational and integration of new MTN networks   internationally. Assist Regional maintenance, SMC, VAS, Pre-Paid, CS, System Planning, Network Testing  and Ericsson support staff where required. Ensure accurate completion of all CSR’s.Assist in the development of an automated and effective environment. Be a subject matter expert on International Roaming issues by studying global trends and networking with other professionals in this field, and by providing documented recommendations to various MTN departments. Do fault finding and trouble shooting by confirming data integrity on SGSN’s, BGP’s and GPRSDNS. Escalate unresolved faults to 3rd tier, foreign operators, GRX Carrier, etc.
• Routing - Implement and standardized B-number analysis table. This includes Pre-analysis, the allocation of BNT values, the routing, the allocation of special numbers, Global title routing, NDC. Maintaining core routing. Implement IMSINS analysis on SGSN’s for new Roaming Partners. Implement new ASN’s on the Border Gateway/s for new Roaming Partners.
• Workflow - Timorously and accurately log, update & clear events in the DCG Workflow and the Remedy Database. Documentation of methodologies, plans, policies and procedures.
• Engineer / Team Leadership / Project Tasks
• Engineer and or Team Lead day to day activities within assigned reference as per DCG Workflow on REMEDY 
• Effectively plan the short to medium rollout of projects, hardware, software and new technologies into the core network and ensure that this adheres to timescales. 
• Attend meetings. 
• Engineer best practice with regards to MTN business.

Role Dependencies:  

• Changes on the network may result in network outage or call difficulty 
• Optimize and refine testing services on the DCG and or F.A.C.T.S tool.
• Generating test cases and track trends on the DCG and or F.A.C.T.S tool in order to identify problem areas.
• Generate reports updates on projects
• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as Well as how they could be affected by others or circumstances not necessarily under their control.
• Creativities (improvement/innovation inherent)  
• Continuous improvement and optimisation of National Network Data, process and technical
• Ability to make task easier and accurate
• Improvements to meet operational requirements
• Knowledge transfer
• Problem solving and lateral thinking

Vulnerabilities (control span) 

• AXE “Equipment” downtime
• Short deadlines in implementing change
• Changes in Equipment types
• MTN Network Expansion
• New Technologies
• Support of tools and systems
• Transmission availability, 
• Switching equipment / Network  availability

Collaboration:  Refers to formal and informal relationships
Responsibility towards:

• Direct reports, DCG/NSS Manager, timorous outputs to meet network requirements
• Matrix reports, CNS Manger
• Key customers, Marketing/CS/System Planning / VMS / Pre Paid / TXIP / SMC / CNOC / Network Testing 
• Key suppliers, Ericsson and Huawei 
• Relations, etc. Friendly, professional and helpful

Independent thought and Judgment:                                     

• Independent thought and Judgment: 
• Technical viability of implementing external requests.
• Decision making and ownership of problems
• Escalation, technical liaison

Authorities:  

• Complete technical documentation 
• National and International - data changes. 
• National and International Switching equipment remodelling/redefinition
• Increase spectrum when as required on 2G & 3G & 3.1 MSS & M2S
• Allow or disallow changes on the SS network.

QUALIFICATIONS

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

Education:

• Minimum of 3 year Engineering degree/diploma  
• Fluent in English 

Experience:

• Minimum of 3 years’ technical management role within a GSM telecommunications environment
• Experience working in a medium  organization

Training:

• Equipment specific training, essential and people skills 
• SS7 signalling, switching systems, CAMEL, GPRS.

Competencies
Knowledge:

• 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
• 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 relationships with customers and teams to uphold the MTN brand
• Hands – Results Focused (50)
• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others  

Skills / physical competencies:

• MTN vocabulary
• Industry Knowledge
• Knowledge of department values, policies and procedures
• Problem solving
• Stress management
• Time management
• Adaptability
• Relationship management
• Network architecture
• GSM protocols
• GSM call routing principles/flow
• Ericsson Equipment

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JOB DESCRIPTION
Mission/ Core purpose of the Job:

• To effectively handle service orders from customers to ensure that the delivery of services is completed on time within SLA and creates a positive customer experience. To be responsible for providing sales administrative and customer support, overseeing, and managing order workflows, and resolving order queries, complaints, and escalations as per SLA. The Order fulfilment agent is the central point of communication between Supersonic, third-party partners, and customer. Ensures that orders are handled effectively, errors are promptly addressed, and customer service is maintained by preventing cancellations due to fulfilment issues.
• Responsible for overseeing order workflows on internal and external systems, handling and updating orders where applicable, provide feedback on delayed orders and continuedly following up on such orders to reduce the time between the order to activation of a service.  

RESPONSIBILITIES
Task Complexity:

• Process and manage all technology orders from order placement to completion, ensuring adherence to SLAs.
• Work on allocated emails, tickets and tasks. 
• Capture and update order details accurately in relevant portals and systems.
• Proactively identify and address any order errors, resolve issues, ensuring accurate and timely order placement.
• Provide administrative support to sales teams and meet minimum performance deliverables and service levels.
• Maintain accurate records of orders on the business system
• Provides customer support telephonically, through emails, chat and or social media.  
• Communicate effectively with customers, addressing inquiries and concerns in a professional and timely manner through the relevant communication channels.  
• Produce reports and feedback to the Team Leader.
• Feedback on administrative and support tasks allocated and progress.
• Assist with customer escalations and resolutions.
• Proactively identify potential order fulfilment issues that could lead to customer cancellations and take steps to prevent them.

Behavioural qualities:

• Exceptional organizational and time management skills, with the ability to multitask and meet deadlines effectively.
• Strong attention to detail and proactive problem-solving abilities.
• Outstanding communication and interpersonal skills, both written and verbal, with a customer-centric approach.
• Ability to work both independently and collaboratively in a team environment.
• Passionate about problem-solving and able to adapt to dynamic work scenarios.
• Team orientation – strengthening teams OR working in an integrated team environment.
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behaviour in the light of changing situations

QUALIFICATIONS

Education:

• Minimum of 1 year diploma in relevant field 
• Fluent in English

Global Experience Standards:

• Minimum 3 years’ experience in a similar customer-facing role with a focus on order fulfilment, sales support, and administration.
• Previous experience in the telecommunications or internet service provider industry is preferred.
• Familiarity with order processing systems and sales terminology

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Job Description

• The Specialist: Master Data Management (MDM) is responsible for performing Master Data Management activities in the areas of Human Resources (HR), Supply Chain Management (SCM), Finance and Enterprise Asset Management (EAM) which entails supporting processes relating to master data maintenance and master data migration for MTN Operating Companies (Opcos) and SSH. 
• The Specialist : Master Data Management reports to the Manager: Master Data Management. As part of the role, the incumbent will perform the above mentioned activities through interactions with Opco, SSH and Service Delivery function at the SSH via Oracle and non-process workflows, as applicable to ensure master data integrity, data standards and change management. This includes ensuring and reviewing data integrity.

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

Operational Delivery
Master Data Maintenance

• Single point of contact for queries received regarding MDM for the Finance, HR, SCM & EAM
• Responsible for “business as usual” data requests (creation, amendments, extension,  end dating, blocking and unblocking activities) in SSH
• Support in the use of data controls, processes and procedures to mitigate business risks.
• Maintenance of Finance, HR, SCM & EAM templates and terminology
• Facilitate prompt query resolution for tickets raised to SSH
• Validation of requests to ensure that they are appropriate and meet Opco and Group policies
• Administer approved master data change requests
• Ensure all requests are completed within Agreed Service Levels
• Adhere to MDM practices, polices as defined
• Support the Manager, MDM in identifying improvement areas for enhancing the MDM process
• Provide input to the master data migration process and validate results
• Support Cutover team in pre and post data cutover activities

Master Data Projects

• Support Manager in implementation of any new projects pertaining to revision/cleansing/enhancement, etc. of master data
• Ensure new projects are implemented within defined timelines
• Work with relevant teams at Opco/SSH/CoE to ensure implementation of any new project 

Governance 
Ad-hoc Meetings 

• Participate and provide inputs in ad hoc meetings 
• Execute day-to-day operations 

SSH Operational

• Resolve operational issues 
• Escalate issues and requests, as required 

Reporting

• Report to the Manager as applicable relating to day to day operations

QUALIFICATIONS
Education:

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

Experience:

• Minimum of 2 years’ experience in area of specialisation coupled with supervising others
• Experience working in a small to medium organization
• Any other experience in area of specialization
• Experience in Telecom industry (preferred)
• ERP (Oracle) (preferred)
• Oracle Fusion
• Service Now
• MS Office (Word, Excel, and Outlook)

Competencies:

• Functional knowledge
• Business process skills & knowledge
• Time management Skills
• Lateral creativity
• Team work
• Inquisitive & detail oriented
• Team player
• Assertive
• Self motivated
• Resilience
• Relationship builder
• Quality focus
• Service orientation

Skills

• Analytical
• Communication skills – verbal and written
• Data interpretation
• Organisational
• Reporting
• Data gathering 

Behavioural qualities

• Accountable
• Adaptable
• Agile
• Communication
• Culturally aware
• Can do mind-set
• Innovative

Ways of working and Collaboration (Formal and Informal Relationships)
Responsibility towards:

• Key external stakeholders:  Suppliers, Customers, Banks etc.
• Key internal stakeholders:   
• Opco Business Partner – Finance, HR & SCM 
• Opco Site Support – Finance, HR & SCM 
• CoE – Finance, HR and SCM 
• SSH Service Delivery – Finance, HR and SCM 
• SSH Service Management

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JOB DESCRIPTION

• To ensure effective specialised service delivery and resource utilisation in the Enterprise Operations Centre and to ensure efficient logging, high level analysis and resolution of complaints and problems related to the Enterprise Operations Centre

RESPONSIBILITIES
Key Performance Areas:

Input into Operational Planning

• Input into the long-term plan (1-2 years) for the Enterprise Operations Contact Centre
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level 
• Input into identifying ways to fine tune systems in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs
• Plan for resources against shrinkage
• Plan for staff training and development
• Planning of contact centre activities

Operational Coordination

• Ensure that MTN Business Contact Centre benchmarks are attained as defined by the Manager
• Supervise Contact Centre Agents to effectively and promptly react to all queries i.e. WDP, WASP, Service Provider and Customer    queries
• Ensure First Call Resolution as far as possible
• Ensure that the correct actions and escalation procedures are properly adhered to and followed closely 
• Handle escalated queries from the contact centre agents and from clients wanting to speak to management 
• Handle all escalated billing queries from Service Providers
• Provide on-the-job training and guidance to Contact Centre Agents 
• Assist staff in the diagnosis of difficult Incidents/tickets. 
• Provide ideas and feedback on software tools, procedures and improvements in MTN Business Contact Centre functionality 
• Develop technically and personally through attendance of technical and managerial courses
• Promote a service oriented work environment
• Perform quality checks and monitor calls on an ad hoc basis
• Provide second tier support and third party support
• Directly supervise and co-ordinate day to day technical operational activities in the ISP area
• Ensure that all SLA’s with internal and external suppliers are adhered to
• Ensure that standard letters and scripts are in place and are used effectively
• Monitor telephonic service levels and take action as required
• Evaluate situations and determine the best methods to reach defined outcomes
• Coordinate teamwork and gather people around understanding of and achievement of objectives
• Share experiences, knowledge and understanding of purpose
• Determine who needs to do what, when, where, how and why
• Provide reporting and statistical analysis to management for decision making around staffing, training, agent performance, etc
• Establish the most efficient use of resources, i.e. cost, people, time, etc
• Put effective methods and standards in place
• Gather information and research to ensure delivery of results
• Identify trends and implement corrective measures
• Perform daily controls related to performance, productivity, risk, etc.
• Ensure that equipment and infrastructure is in working order and maintained

Problem Identification and Resolution 

• Address problems on a case by case basis, ensuring an optimal balance between the response to the situation, the cost of that    response, and the core purpose of the       organisation 
• Deal with problem situations that arise timeously and efficiently
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious 
• Sort, accumulate and analyse information about a particular situation or problem to assist with problem solving
• Provide information and knowledge as required to resolve problems
• Generate different options for the known problem, evaluate possible methods to resolve the problem, and select the most    appropriate solution in terms of enhanced       effectiveness and efficiency, and reduced cost
• Tailor solutions to suit the problem (within defined parameters)
• Take action to prevent the reoccurrence of problems
• Make use of available resources to solve the problem
• Identify external parties to assist with problem solving as required
• Coordinate across technical departments to assist with network coverage and quality complaints

Process and Procedure Effectiveness

• Assist with defining and monitoring the execution of processes and procedures for the MTN Business Contact Centre
• Ensure that all processes and procedures implemented are aligned to the set operational framework for the unit
• Ensure that workflow continues without interruption 
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance

Project Management (ad Hoc)

• Provide frameworks for projects and tasks
• Define and assign work to be done
• Control, manage and monitor all logistics
• Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc
• Plan the monitoring of the effective solution

Budget and Cost Control

• Input into the forecasting, planning, development and review of the budget for the MTN Business Contact Centre that provides MTN    with return on investment
• Control costs through the choice of lower cost options and more effective processes and procedures
• Plan budget spending according to situation and standards
• Ensure spending remains within budget limits
• Identify areas where money is lost and seek ways to reduce expenditure where possible
• Identify opportunities to make money
• Ensure efficient use of financial resources
• Report on achievement of monthly targets
• Find ways to minimise bad debt
• Work within annual budget constraints

Customer Service

• Understand customer needs and input into the development and fine-tuning of systems accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Assist in identifying trends  and patterns pertaining to customer requests and needs to continually improve all aspects of service    delivery 
• Ensure all customer queries are attended to and resolved within agreed SLA’s 
• Ensure that customer specifications are met and that the customer is satisfied with the service 
• Weigh up the pro’s and con’s of each solution to provide the best service to customers 
• Consider the implications of actions to be taken for the customer and the effect of actions on the customer 
• Provide advice on the best approach to reach the best results 
• Ensure the delivery of  first time right service excellence

Reporting

• Identify and prepare relevant information and data for reporting purposes
• Prepare daily, weekly and monthly management reports
• Make assessments of and draw solutions from qualitative data.
• Make logical deductions and draw conclusions that can be motivated
• Submit reports on ISP/Mobile quality and staff performance, when required

Quality Management

• Input into the development of systems and processes to continuously identify quality constraints and improve on re-occurring    problems
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other    regulations and guidelines
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Work consistently according to standard operating procedures 
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others 
• Understand and communicate the consequences of not maintaining quality focus 
• Identify processes and procedures where the quality of work may be improved 
• Analyse situations and take necessary action to ensure quality is maintained   
• Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality and customer service    standards

Service enhancement

• Put feedback systems in place to improve and adapt services to changing demands
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance    data
• Get first-hand customer information and use it for improvements in customer services and support

QUALIFICATIONS
Education:

• Minimum of 3 year degree/diploma in Technical /IT Technical

Experience:

• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization
• At least 3 years technical/IT customer services experience in the telecoms industry
• At least 3 years of leadership experience in similar positions, in fast-moving industries

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JOB DESCRIPTION

• Execute communication plans
• Effective administration and coordination support
• Development of communication materials, using different tactics
• Supporting in the planning, coordination and execution of internal employees' events

RESPONSIBILITIES

• Tactical Planning and Implementation
• Participate as part of planning teams to plan future direction of MTN SA’s Internal Communications and Engagement strategy in line with the overarching business goals.
• Support development and implementation of strategy and roadmap for internal communication, aligned to MTN Group’s vision and strategy
• Participate as part of planning teams to plan future direction of Internal Communications and Engagement

Internal Communications and Engagement Delivery

• Create segmented and personalised communication through internal profiling and segmentation techniques, targeted/preferred channels, content toolkits, use of specific multi-modal mediums (digital/visual aids/posters/screens/apps etc.)
• Create content and design for publications, announcements, newsletters etc. across various digital/electronic channels.
• Collaborate with the design team to deliver concepts and ideas for creative campaigns, big and small
• Support the management of traffic for design requests
• Proactively generate, write, proof-read, and edit editorial content to be used on all MTN SA communication channels
• Utilise emerging communication technologies / digital visual aids / mobile and social media platforms to enhance the usage, viewership, adoption, and overall impact of internal communications
• Support implementation of internal communications projects across Opcos, in conjunction with Regional Business Partnering Colleagues
• Assist in developing global feedback mechanisms and channels to report on communications effectiveness
• Provide administrative and coordination support required across internal communications and engagement activities e.g. for roll out of surveys to assess impact of internal communications
• Develop and assist HR Teams in creating high impact communication for corporate programmes, project implementation and change management initiatives
• Plan and conduct internal communication research and analysis of employees reviews and benchmark on internal campaigns and measure success of campaigns
• Interface with several internal and external parties to ensure that initiatives are successfully delivered to market. Maintain brand integrity and consistency in all channels by working with service providers and agencies
• Ensure alignment and consistency in communication and messaging with the guidelines by the External Communication and Brand and Marketing team
• Identify and prepare relevant information and data for reporting purposes, co-ordinate weekly and monthly reports for the Brand Team
• Make logical deductions and draw conclusions that can be motivated

Customer Satisfaction

• Align service delivery to changing needs of the organisation
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery within the organisation
• Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery

Budget and Cost Control

• Provide input into the forecasting, planning, development and review of the budget
• Control costs through the choice of lower cost options or more effective processes and procedures
• Ensure spending remains within budget limits
• Identify areas where money is lost and seek ways to reduce expenditure where possible

Governance, Policies and Procedures

• Ensure that all communication and employee engagement is in compliance with Group Standards, relevant labour laws, regulations, and ethical standards.
• Monitor and ensure all internal communication is culturally sensitive, creative, of the highest quality, is compelling and aligns with the values of MTN
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity

Continuous Improvement

• Participate in regular brainstorming sessions to generate creative ideas for communication campaigns and initiatives
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis
• Drive best practice, continuous improvement and innovation at process and procedure level
• Identify and exploit new opportunities to grow the business further

People & Culture Management

• Enable and model healthy employee relations and collaborative teamwork. Coach and guide colleagues where required
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning and research
• Identify own as well as functional training needs
• Act as an ambassador for the HR 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

QUALIFICATIONS
Education

• Minimum of 3 year tertiary degree (specialisation in Communications/Commerce/ Management/Human Resources/Behavioural Sciences/as appropriate)
• Relevant certification / accreditation / membership with professional body for Internal Business Communication, design and branding, employee engagement etc. (advantageous)

 
Experience

• Minimum 2 years’ experience including:Work across diverse cultures and geographies
• Experience in communications/branding and employee engagements
• Worked across diverse cultures and geographies advantageous
• Experience working in a small to medium organization
• Telecommunications industry experience
• Experience in Employee engagement initiatives
• Track record of conceptualisation and delivery of internal campaigns.
• Management of internal communication platforms

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JOB DESCRIPTION
Key Performance Areas

Technical Delivery 

• Maintain a thorough understanding of the company's commission structures, including KPIs, metrics, targets, and payout frameworks.
• Understand how to meet the technical implementation of commission requirements by utilizing the correct mix of existing and new IT systems. (Understand the systems involved in the value chain for achieving incentive compensation goals.)
• Partner with cross-functional teams, such as Commissions Business Operations (Finance), Sales and Distribution, and Technology, to develop and uphold effective incentive compensation processes and policies.
• Participate in regular audits and analyses of data feeding into the incentive compensation engine to identify and rectify any discrepancies or inaccuracies.
• Translate compensation business requirements into technical specifications, ensuring scalable implementation of new incentive plans and modifications to existing plans within IT systems.
• Design, development, test, and implement the MTNSA incentive compensation plans on the compensation engine. 
• Partner with Commissions Business Operations (Finance), Sales and Distribution, and technical teams to ensure accurate and timely commission calculations and payments, as well as accurate reporting of results.
• Recommend improvements in data quality, system enhancements, and the streamlining of operational processes.
• Provide continuous support in addressing commission calculation- related inquiries and exceptions from the Commissions Business Operations (Finance).
• Support initiatives to implement new incentive structures, suggest potential changes, and communicate both limitations and benefits to business and IT stakeholders.
• Provide project management support for incentive compensation projects from inception to completion, ensuring that they are delivered on time, within scope and budget.

Design and Development:

• Analyse business requirements and develop functional requirements specifications that define the required development or enhancements on the Varicent platform to achieve business requirements.
• Prepare technical designs that needs to be implemented on the Varicent platform to achieve the requirements detailed in functional requirements specifications.
• Design and develop logic for the creation of compensation plans based on requirements.
• Create and refine incentive compensation plans on the commissions engine that align with business goals and motivate desired behaviours.
• Provide input in the definition of technical standards and best practices for incentive compensation projects and adhere to these standards during project execution.
• Maintain comprehensive documentation of the framework, including technical details, processes, and user guidelines.
• Participate in design and peer reviews.
• Participate in sprint meetings and be willing to adopt agile.
• Oversee integrity of reports, both when developing new reports as well as when executing existing scripts to ensure data is accurately presented

Testing and Implementation:

• Perform testing of new compensation plans and system enhancements to ensure functionality and accuracy.
• Implement changes and updates to compensation plans, working closely with other IT stakeholders to ensure successful deployment within standard MTNSA IT governance. 

Data Analysis and Reporting:

• Analyse compensation data to identify trends, measure effectiveness, and provide insights to senior management.
• Ensure the integrity and accurate generation of reports on compensation metrics and performance outcomes from both the compensation engine and data lake. 

Tactical Planning and Operations:

• Review the impact that possible code and workflow changes may have on the commissions system performance.
• Monitor the operational queries queue, drive investigations to resolutions, respond to business queries, and escalate issues to relevant teams.
• Monitor the performance of incentive compensation engine, conducting regular audits and adjustments to optimize productivity and reduce downtime.
• Troubleshoot data issues from the source systems and provide guidance and/or present solutions to these issues.
• Interpret data metrics and develop relevant recommendations based on data analysis findings.
• Contribute to capacity planning for special events or increasing traffic volumes happens with documentation, for example moth end compensation runs, etc…
• Contribute to the development of annual plans and roadmaps and participate in their execution.
• Provide consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology.
• Be part of a reaction task force to attend to major automation incidents with a view to improving on systems design and stability.

Quality Management:

• Work with leadership to continuously assess risk and implement mechanisms and processes to overcome these risks.
• Implement quality assurance processes to ensure the reliability and performance of the incentive compensation engine.
• Monitor and evaluate the effectiveness of compensation engine and implement improvements as needed.
• Work consistently according to MTNSA IT standard operating procedures.
• Understand and communicate the consequences of not maintaining quality of data that feeds into the incentive compensation engine. 
• Identify areas where the quality of technical implementation of compensation models may be improved.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality in general.

Customer:

• Partner with the business and ensure in-depth understanding of incentive compensation plans, processes, existing workflows to assist in the analysis and help identify redundancies and eliminate them to improve operational efficiency.
• Educate the business on technical capabilities and the technical implementation of compensation models. Champion, and drive technical compensation implementations. 
• Arrange regular sessions with customers to inform, educate and facilitate feedback.
• Adopt a proactive approach to prevent problems from arising in the future.
• Build and maintain solid relationships with business unit stakeholders.

Strategic Input:

• Participate in the development of goals, tactical strategies, and plans needed to achieve the portfolio’s vision and build the capabilities to enable optimal delivery with input from relevant stakeholders.

QUALIFICATIONS
Education:

• 3+ year Degree / Diploma in Computer Science, Engineering, Mathematics, Statistics or related quantitative field
• Relevant certifications, such as Certified Compensation Professional (CCP), is a plus.
   

Experience: 

• 3 + years of experience working with compensation management software or systems is preferred.
• Proven experience as a compensation analyst or in a similar role, preferably in a medium to large-sized organization.
• Familiarity with sales compensation concepts, including quota setting, performance measurement, and payout calculations.
• Knowledge of incentive compensation plan design and administration best practices.
• Experience in a telecommunications environment highly preferred