Head of Operations - Regional Operations Commercial Operations SA at MTN

Job Description

• To develop and drive the implementation of an effective commercial sales strategy within the Region and lead the different channels and teams to meet and exceed agreed targets for full line of Consumer, Enterprise and MFS business
• This includes emphasis on revenue generation, customer experience, and driving commercial focused solutions
• To oversee the overall sales and marketing strategy including planning, reporting, operations sales process optimisation, localised marketing and GTM strategy

Responsibilities
Key Responsibilities:

Regional Strategy Development and Alignment

• Develop and drive the effective implementation of the consumer and enterprise sales strategy in the region with emphasis on revenue generation, customer experience, and driving commercial focused solutions. This includes co-defining strategies on the commercial sales and targets to retain and gain market share with Central and Regional Teams
• Strategise a growth plan to have the highest market share of MTN SA in the region with focus on increasing digital sales and ICT solutions
• Provide direction to the commercial teams on the regional execution strategy and overall sales growth of the region
• Lead and guide teams to drive the overall marketing strategy (consumer and enterprise) and GTM campaigns in line with centre
• Drive strategic engagement with government /public enterprises and corporate affairs (PR)
• Set collective goals and objectives, integrating  and aligning operating systems, procedures and processes with strategy
• Provide input regarding operational needs of the various department to external economic and commercial environment for sustainability. This includes providing strategic direction for business and operational management across the Region
• Integrate and drive synergies on business streams and fostering alignment to MTN South Africa’s goals and governance requirements.
• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps to be adopted by the Regions. In particular, ensure cross-functional alignment and coordination across the commercial, and technology and central areas
• Ensure sustainable ESG practices are integrated into the overall regional strategy in alignment with the centre’s sustainability and net zero goals

Regional Performance Execution Leadership

• Lead and ignite a multidisciplinary, cross-functional team in the Region, ensuring business performance in commercial sales and revenue (consumer and enterprise)
• Play a supporting role (in collaboration with team) regarding coverage (network) and availability (network & distribution) by working closely with the Central Network team. This includes identifying performance trends and issues, and collaboratively providing feedback into the design of solutions Review the team’s performance against agreed KPIs and make recommendations for improvement
• Review the monthly activities and learning initiatives undertaken for the teams
• Drive strategic client segmentation for targeted approach and keep in-depth understanding of client needs including Consumer, Government, Public Sector, Large Enterprise and Emerging Tech
• Build a client-first mentality through client segmentation to drive commercial sales
• Utilise regional insights and empower teams to tailor customer centric solutions to achieve regional revenue and KPI targets
• Guide team to identify new revenue streams and growth opportunities across functions
• Alongside team, collaborate with central teams to drive MoMo and residential growth in the region
• Maintain regular interlocks with the central teams to drive commercial sales, understand upcoming technology solutions and improve operational efficiency
• Align with the central Network teams to address issues, improve the regional network
• Oversee and review the development of on-demand, real-time, weekly and monthly reports. This includes progress reports on the overall commercial sales and growth.
• Oversee the execution, management, tracking and reporting of the initiatives and projects across the Regional Operations ensuring coordination and integration is achieved
• Oversee implementation, measurement, and evolution of key performance areas for the business across area of responsibility. Establish feedback loops to measure ROI on successful solutions and report back on progress to leader and/or business leadership

Financial Management/ Budget and Cost Control

• Develop regional budgets and plans. Work closely with Finance for budgeting exercises and reporting
• Manage and monitor the budgetary needs of the region in line with business objectives
• Forecast, plan, develop and review the budget and secure the necessary approvals
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios     
• Ensure Vendor & IT costs are effectively managed
• Optimise resource utilisation in the region

Governance, Policies and Procedures

• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Drive policies, procedures and governance in alignment with centre, addressing gaps in SOPs
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Continuously review key risks, issues and dependencies and set mitigation actions

Continuous Improvement

• Play a critical role in creating thought leadership (Area-specific trends, industry best practice) within the Regional BU space
• Research and keep abreast of new innovations, identify and share leading practices, concepts and benchmarks on a continual basis with own teams
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
• Identify new revenue streams and market growth opportunities to expand market presence
• Monitor true-value metrics to measure the impact and benefit of the function to MTN SA

People Leadership

• Set integrated goals and objectives for the Regional team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues, partners and vendors
• Exhibit leadership qualities to retain talent, drive people initiatives
• 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 KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Outline, develop and deploy change management practices and activities where required and as guided, and in collaboration with HR colleagues
• 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 team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour

Qualifications
Education:

• 4-year Commercial/Business/ Engineering Degree
• MBA/Masters in relevant field of study

Experience:
Minimum 8 years’ experience including:

• General Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
• Worked across diverse cultures and geographies
• Proven track record of business operations management in global/multinational company
• Proven track record of P&L Management