Group Executive Head of Operations: MAH Corporate at MultiChoice

Key Performance Objectives

Strategy Formulation and Execution

• Define and deliver MAH operations strategy, guided by leading practice, to meet the operational requirements of the customer strategy and all functional heads
• Drive initiatives that ensure and maintain alignment between corporate strategy, In-Country strategy, customer strategy and brand portfolio

Business Operations Management

• Oversee the delivery of a seamless high-quality service across the MAH Operations function
• Identify, evaluate and drive innovative operational excellence and continuous improvement across the MAH Operations function to ensure enhanced operational performance – including rolling out new processes, tools, and ways of work to drive measurable improvements in performance
• Drive the digitalisation of the Customer function by streamlining and innovating business processes to enhance efficiency
• Plan and coordinate demand across the MAH Operations function, including events, projects and other operations oriented activities
• Monitor all aspects of the customer journey and Customer function operational touch points in real time and enable the ability to respond timeously
• Interface into all external business areas to ensure alignment and that the Operations function’s requirements are catered for in Enterprise rollouts
• Manage, Coordinate and implement best practice testing disciplines across all systems at corporate and In-country.
• Manage any new system rollouts across all MAH territories, including operational readiness plans.
• Implement proactive monitoring capability across all systems that’s impacting the MAH business to proactively detect any system performance that will impact the customer journey.
• Ensure the ongoing stability of the payments landscape, in particular ensuring that 3rd Party Payment platforms and vendors are monitored, issues quickly identified, and resolved either with 3rd Party Vendors or with Multichoice Internal IT departments
• Optimise the 3rd Party Payments landscape across Sub-Saharan Africa, including ensuring payment vendors comply with Multichoice governance and standards, onboarding strategically important aggregators/vendors, offboarding vendors (where appropriate), and identifying and driving continuous improvement initiatives
• Manage billing platform audit, risk and compliance for user management
• Assist to drive technology modernization programme for billing and payment platforms, including assistance with the change management program
• Implement and manage MAH business application support function
• Implement and manage MAH data management strategy, governance and compliance capability

Define and Own Payments Strategy

• Design, implement and promote the Global Payment, Billing strategy
• Present opportunities and business cases
• Drive the payment migration strategy to enable Moment as a super aggregator for MultiChoice
• Drive effective influencing and syndication with executive leadership
• Drive broader thought leadership in support of peers and Country GMs and RDs
• Provide the stakeholders with insights on new global / local market trends, technology trends & competitive intelligence relating to their portfolio. Establish and maintain close relationship with in country and corporate stakeholders.
• Drive major investment decisions and those having significant impact
• Understand trends and the application of these new trends, such as Blockchain, Cross border payments, fractional billing
• Collaborate closely with designers, engineers, analysts, and other cross-functional team members
• Perform market research and analysis and produce payment insights
• Guide and implement business and opportunity evaluation
• Understand differing payment and billing models, and create the ideal framework
• Represents the Company with external entities by presenting at conferences; communicating in writing and interfacing with outside agencies
• Be the voice of our customer and lead on insights gathering

Stakeholder Management

• Build and manage sustainable business relationships at all levels internally, and within the external account.
• Interface into all external business areas to ensure alignment and that the Operations function’s requirements are catered for in Enterprise rollouts
• Ensure all impacted external business areas are regularly updated on the status of issues, defects, and enhancements that are impacting their operations, during the period that the Operations Function diagnoses and resolves said issues. 

Compliance/Risk and Budget Management

• Drive a culture of proactive compliance in the function.
• Monitor compliance in terms of all statutory requirements.
• Ensure budgets, plans and forecasts are managed and tracked periodically and use these inputs to proactively identify business opportunities and / or challenges

People Management

• Oversee the activities of the team to ensure effective delivery of business outcomes.
• Optimising staff solutions to ensure efficient delivery of business goals
• Develop a high performing team by embedding formal performance management process using I-perform system and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Capital.
• When required, initiate disciplinary processes for team members calling on support from Human Capital when required.
• Resolve grievances raised by team members and escalate only if required.
• Address poor performance of any team member through the formal Performance improvement programme and ensure that continued poor performance is appropriately dealt with.
• Motivate team members and ensure that their efforts are recognised.

Qualifications

• Post Grad Qualification or Equivalent NQF Level 8 Qualifications in Business Management, Engineering or similar
• An MBA or related will be advantageous

Experience

• A minimum of 10 - 12 years related experience in customer operations, planning, innovation, process improvement and transformation
• Min 5 years Management Consulting experience, preferably with top tier firms
• Proven track record of managing complex technical projects across functions and business
• Min 8+ years of senior management experience