Consultant - RAFM Regional GSM Service Operations Controller Group Revenue Assurance and Fraud Management at MTN

JOB DESCRIPTION

• MTN is entering a new phase in its lifecycle of unprecedented disruption and market turbulence, performance excellence today revolves around the need to generate new value—to unlock new opportunities, to drive new growth, to deliver new efficiencies. The Group’s RAFM function must therefore ensure the successful delivery in context of:
• Service management standards as defined and implemented by industry standards bodies
• Matrix management of the senior team within RAFM with delegated ownership of a strategic plan for the execution of objectives.
• Collaborative and co-operative Group company environment working in a combination of remote and onsite modes of operation
• Industry Best Practices as supported by governance, risk management and control standards bodies
• Dynamic Legal and Regulatory environment that requires effective awareness and compliance.
• Exposure to all levels of management in the Group and local operating companies
• A broad, diverse, multi-cultural operating environment of operations across Africa and Middle East that have an assessed inherent risk more than double the industry average
• A fast-evolving industry risk environment with a material threat of cyber-crime to MTN’s future strategy and performance.
• Varying management and stakeholder need for performance information format and content.

Mission/ Core purpose of the Job

• The role is focussed on providing support to the lead.
• The function has a responsibility towards a shared commitment to continuously improve OPCO operations.
• It focusses on the quality of service provided to RAFM teams, while consistently meeting and exceeding the needs of the RAFM stakeholder community

RESPONSIBILITIES
The role will be accountable to achieve the following objectives:
Strategy Execution

• Operationalise the RAFM strategy across team and Opcos

Operational Delivery

• Input into the development of the technology enablement framework definition
• Researching industry trends in relation to operational control frameworks in ensuring new areas of risk and improved methods of control performance are understood and incorporated into the plan.
• Support internal Group discussions on the development of tools for RAFM as they apply to MTN operation model and business strategy
• Understand the industry trends in relation to RAFM operations infrastructure and performance
• Provide input into a blueprint for RAFM operations, systems, infrastructure and technologies
• Management of the service providers, customers and stakeholders in the performance of operational controls to ensure service levels are achieved and managed.
• Support and liaise with local RAFM operations and other teams as necessary, to provide all required information to Internal Audit Services to conduct internal fraud investigations.
• Awareness of RAFM technology capabilities, trends and future solutions
• Participate as one of the key customers in the business requirements, specification, evaluation, design and implementation of technologies

Business Partnering Support & Oversight

• Guide and assist the OPCO RAFM teams with all business assurance requirements, including primary controls, secondary controls and fraud.
• Support the governance process for managing offshore service providers for operational performance
• Co-develop the offshore service providers’ SLA/contract metrics evaluation frameworks and oversee compliance
• OPCOs.
• Provide input into development of the OPCO organisational structures, ways of work and driving OPCO improvements and maturity from a service excellence perspective.
• Support the Lead in recommending areas of improvements and driving the achievement of the OPCO Improvement Plan
• Support the Opco delivery on Strategic Programmes
• Provide guidance and support for all queries raised by the OpCo (ad-hoc)

QUALIFICATIONS
Education:

• Minimum 3-year Bachelors Degree– BCom BAc, or related
• Post Graduate Qualification –advantageous
• ISO (risk management, quality, services management and related) advantageous

Experience:

• At least 5 years of experience in a complex, technology-oriented industry
• At least 3 years of RAFM operational experience is essential
• Business partnering or service management experience will be advantageous
• Intermediary level understanding of risk management and/or auditing principles
• Experience in managing activities in a cross-functional business environment.
• Working experience in a Group company environment
• Intermediary level understanding telecoms systems, architecture and technology experience
• Intermediary level understanding Legal and Regulatory business landscape and context

Competencies:

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