General Manager: Digital Channels at MTN

Mission/ Core purpose of the Job

• Responsible to lead and develop the Digital Channels function in MTN and manage all Digital Channels i.e. direct, online, mobile & social. Will be responsible to support cross-BU convergent channels roadmap definition, execution and performance. This role is pivotal in the overall digital transformation of the company covering fintech and digital consumer facing channels, e-commerce, and capitalize on the efficiencies from this digital evolution.
• The role will oversee the development and evolution of the different digital interfaces and presences on different platforms and for both Digital and Fintech products, partners and customers ecosystem. This is including the following and can be expended.

Fintech Consumers:

• Mobile App(android,ios,pwa,web): Momo.mtn.com(opco),Momo.mtn.com/market(opco), MoMo (opco)
• Social Media: Whatsapp(transaction and support bot), Ayoba(transaction Integration), Fb/Inst(promotion)
• USSD & SMS: OPCO specific SC

Fintech Business:

• Mobile App(android,ios,pwa,web): Momo.mtn.com/4business(opco), Momo.mtn.com/4business/market(opco), MoMo4businessApp(opco)
• Social Media:Ayoba support channel, Twitter information and support, Fb/Inst(promotion)
• USSD & SMS: OPCO specific SC

Fintech Agents:

• Mobile App(android,ios,pwa,web): Momo.mtn.com/agents(opco, MoMoAgentApp(opco)
• Social Media:Ayoba support channel
• USSD & SMS: OPCO specific SC

Fintech Corporate Presence:

• Mobile App(android,ios,pwa,web): Momo.mtn.com
• Social Media: Twitter & LinkedIn information and support
• USSD & SMS: NA

Digital customers:

• Mobile App(android,ios,pwa,web): MyMTN(opco), MoMoapp(opco)
• Social Media:Ayoba(transaction integration)
• USSD & SMS: OPCO specific SC
• The position will also oversee the constant improvement of both user interface and experience across the different platform and product.
• The role will be responsible to coordinate and drive digital acquisition initiatives for both digital and Fintech services.
• As part of the leadership team, the GM is also responsible to contribute to MTN’s overall strategic goals, to achieve profitable growth and to continuously improve the operations performance.
• The GM: Digital Channels reports to the Executive Group Digital and Fintech Business Development Officer and is supported by Senior Managers, managers and suppliers.

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

• MAU on the different Apps as per business plan
• Customer App rating
• Roll out of latest versions across the footprint

Key Deliverables
The GM, Digital Channels will be accountable to achieve the following objectives:

Development and Implementation

• Lead the creation of the functional strategy in line with the overarching business goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Oversee regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Build and manage a high performing team by providing leadership, role clarity, training and career development
• Build and manage a high-performance team of Digital Channel managers and subject matter experts in the areas of Digital Channel management and development
• Continually develop a culture of strong collaboration and effective team working
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Governance
Strategic Meetings

• Hold strategic meetings, ensure relevant participation and provide guidance and input in the various discussions
• Drive enterprise wide transformation initiatives, elicit inputs from relevant parties
• Drive adequate risk mitigation and controls and elicit inputs from relevant parties
• Provide relevant budget for internal projects
• Prepare proposal on change initiatives, policies and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum of 4 year tertiary degree (Bachelors of science, Engineering or related field)
• MBA or Masters (advantageous)

Experience:

• Minimum of 5 years or more of Senior Management Experience
• Minimum of 3 years of experience in telecommunications, digital marketing, eCommerce sales, digital product management, content, media and/or applications.
• Hands on experience in managing, leading and implementing innovative digital products and initiatives
• Deep understanding of the digital ecosystem, players, business models and industry related best practices
• Experience in Digital Channel development and management is advantageous
• Experience with SEO/SEM to drive business results
• Experience in ecommerce and electronic payment business is advantageous.
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• Strong analytical skills and data-driven thinking
• ‪Experience with Google Analytics or equivalent‬ ‬‬‬is advantageous ‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬
• Understanding emerging markets advantageous
• Worked across diverse cultures and geographies
• Pan Africa multi-cultural experience is advantageous
• Attitude of Innovation, inventiveness and thought leadership
• Abreast of global mind-set and best practice
• Willing and flexible to travel within Africa and Middle East
• English speaker. French is a plus

Competencies:

Functional Knowledge:

• Digital Channel Development and Management
• Value Added Services
• Digital content, media and/or applications
• Digital marketing
• Digital product management
• Fintech
• E-commerce

Skills

Business Acumen
Analytics and Interpretation
Strategic Thinking
Organizational Agility
Digital mind-set
Dealing with ambiguity and complexity
Decision Making
Conflict Management
Negotiation
Financial and Numeri