General Manager - Consumer, Digital and Business Delivery Technology Information at MTN

JOB DESCRIPTION
Consumer Business Unit, Online, Digital , EBU

• Evaluating internal customers requirements and accordingly design, test, delivery and supporting solutions and developments involving digital channels, BSS and Fintech IT platforms
• Identify in conjunction with Group CTIO new solutions for the Digital Layer, the BSS stack and Fintech
• Scope, design and baseline proposed recommendations along with the potential impacts on operational services and other contact channels
• Managing and overseeing the baselining of the MTN digital customer experiences and performance to ensure improvements are tracked and demonstrate benefits
• Play an active role in driving a culture of innovation and improvement within the channels, delivering engagement sessions, prioritising and reviewing ideas and translating these into practice.
• Continuously reviewing all key end-to-end customer journeys to ensure consistency and quality of an omni-channel experience in terms of expectation management, information provision and service delivery.
• Manage all day-to-day engagements with key product and content owners within MTN to understand evolving requirements and make real-time adjustments where appropriate
• Lead proactive outbound customer communications across channels from the customer to drive behaviours, engagement and channel shift
• Manage the data analytics portfolio

Financial

• Forecast, plan, develop and review operational capital expenditures (CAPEX) and operational (OPEX) budgets in accordance with MTN SA financial requirements and CIO budget and priorities
• Ensure that the area comes in or below the departmental OPEX budget
• Ensure that CAPEX spend meets forecast projections.
• Drive the optimization of costs associated with implementation and operation of Infrastructure Services
• Identify and eliminate non-contributory expenditures

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 Technology 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 4-year tertiary qualification (in Computer Sciences or any other related fields) / MBA or Masters advantageous
• Fluent in English and language of country preferable

Experience

• Managing Executive level track record of 5 years or more; with at least 3 years’ experience in Digital, BSS and Fintech Strategy design and delivery
• Experience working in a global/multinational enterprise (understanding emerging markets is advantageous)
• Worked across diverse cultures and geographies