General Manager - Operations Support Enterprise Business Unit at MTN

Job Description

• Lead function of Business Operations Support for MTN SA’s Enterprise business. This includes:
• Developing and execute a cost-effective EBU Operational Support strategy, covering Risk Compliance, Business Optimization, and ICT Operations.
• Supporting mobile and fixed offerings, ensuring effective management and seamless customer experience across EBU.
• Drive the strategic project management office for Enterprise focusing on customer facing delivery.
• Define and drive digitisation and automation initiatives for MTN SA, enhancing efficiency and effectiveness across the enterprise.
• Lead Governance compliance, and New Ways of Working between the Enterprise and support teams.
• Lead the sourcing, shaping and closing of deals, and work with account and sector leadership to being a step change to sales and revenue results.

Responsibilities
Strategy Development and Implementation

• Develop and implement the Business Development Strategy and annual Business Development Plan for the Operational Support business across Mobile and ICT business to deliver superior sales performance through efficient allocation of resources and managing priorities to deliver against set performance goals.
• Drives the strategic project management office for Enterprise focusing on customer facing delivery.
• Conduct in-depth market research to identify trends, opportunities. Analyse the competitive landscape to position MTN SA’s enterprise solutions effectively.
• Formulate a detailed strategic plan outlining short-term and long-term goals, initiatives, and key performance indicators (KPIs) for Enterprise operations.

Business Operations Leadership

• Drive the strategic project management office for Enterprise with a focus on customer-facing delivery. Design and implement programmes to improve sales effectiveness.
• Lead team to achieve weekly / monthly / annual targets for the Operational Support business
• Oversee and enhance Operational Support activities to ensure smooth functioning of the enterprise business.
• Monitor and optimize the performance of Operational Support segments.
• Maintain a balanced Operational Support structure to enhance customer experience.
• Establish and refine Operational Support processes and procedures for optimal enablement.
• Identifiy opportunities to improve team and individual performances
• Lead the tracking and reporting of overall  Enterprise performance.

Regional and Large Programme Business Development

• Provide oversight and guidance to the regional Enterprise  Heads in the regions outside Gauteng, sharing best practices, advice and insight to help them to drive growth in their region.
• Drives the sourcing and shaping of large deals at a national and regional level for our Global and Key Accounts in the LE and PE segments, working closely with the Sector Heads.
• Prioritise and plan a target list of “Must Win” acquire and grow clients across LE and PE segments working with the Segment Leads, GAMs and LAMs
• Provide feedback through regular engagements with Head of Regions on Regional Enterprise performance and client account initiatives
• Utilise regional and industry insights to collaborate with teams to tailor customer centric enterprise solutions
• Collaborates with LE and SE sector heads to agree on highest priority clients and deals Identifies opportunities to improve existing processes, governs these processes and remove redundant steps within them.
• Build relationships (along with account leadership) as well as sharing his insights in large business and technology transformations to shape and structure complex deal solutions.

Financial Leadership and Cost Control

• Monitor financial performance, including revenue, expenses, and profitability, and implement cost control measures using frameworks to track progress against strategic goals.
• Oversee the day-to-day operations of the Enterprise business unit, ensuring efficiency and effectiveness.
• Implement and optimize processes to enhance customer experience, reduce churn, and improve operational KPIs.
• Manage relationships with key stakeholders, including vendors, partners, and internal teams, to ensure seamless delivery of services.
• Conduct financial analysis and forecasting to support strategic decisions and business planning.
• Identify and pursue opportunities to improve financial performance and achieve financial targets.

Governance, Policies and Procedures

• Tracks compliance and conformity to SLAs and OLAs agreed between the Enterprise business and other support functions servicing the core team, e.g., Client services, TFLS, Brand and Marketing, Finance etc.
• Develop and enforce governance policies and procedures to ensure compliance with corporate standards and regulatory requirements.
• Implement risk management strategies to identify, assess, and mitigate business risks.
• Maintain accurate and transparent documentation of business activities and decisions.
• Conduct regular reviews and audits to ensure adherence to governance policies.

People Leadership /Management

• Lead, mentor, and develop a high-performing team of professionals within the Business Operations and Support function .
• Set integrated goals and objectives for product development teams to achieve a future-focused, future-fit high-performing organisation.
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment.
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Set clear performance expectations and provide regular feedback and coaching to team members.
• Develop and implement talent management and succession planning strategies to ensure long-term success.
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• 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.
• Act as an ambassador for the Enterprise  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

• Minimum of 4-year tertiary degree
• Post Grad in, Operations and/or Project Management
• MBA or masters is advantageous
• Fluent in English and language of country preferable
• Minimum of 10 years of experience with 5 years in sales leadership for the operational support vertical segment within the business
• Minimum 5 years in Information Communications Technology and 5 years senior management experience or more; with at least 3 years in relevant industry.
• Work experience across diverse cultures and geographies is advantageous.
• Strong leadership skills and experience leading a team of sellers focusing on enterprise accounts.