Manager - Business Process Consumer at MTN

RESPONSIBILITIES

Context (Global influences, environmental / industry demands, organisational mission etc.)

• The role ensures that the business processes enable the day-to-day operations of Residential business unit, such that :
• Process outcomes and outputs are aligned with planning, objectives
• Process design seeks to leverage new innovations and efficiencies
• Processes are aligned with, and integrated with, the broader Consumer business models
• Processes are compliant with all relevant and appropriate legal, compliance and regulatory frameworks, inclusive of ICASA
• Processes need to support customer journeys and deliver value for internal functions, as well as customer.

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

Business Process Design

• Evaluate the current “as-is” processes used within/for the Residential business unit, and the associated metrics as to the effectiveness and performance thereof, thereby identifying risks, issues, and opportunities for improvement;
• Develop an approach and plan for the design of the new “to-be” processes, either as an iterative version to an “as-is” process, or as a new process, aligned with the objectives for the defined outcomes and metrics required;
• Design processes which deliver the required outcomes, in an efficient and effective manner, with an ongoing iteration to continuously monitor and improve;
• Prepare process requirements specification documentation, as required;
• Prepare process test case documentation, as required;
• Ensure compliance to policy and procedures during the implementation of any process;
• Manage quality assurance during the implementation of processes;

Business Process Support

• Lead the evaluation and testing of any and all changes to processes within the Residential business unit, with feedback to all relevant stakeholders, including IS, Product Manager(s) and Channel Owner(s);
• Review all change specification documentation, so as to evaluate any impact on processes, and ensure these align to the design for such, including outcomes and metrics;
• Work closely with the business capability and supporting functions to ensure processes are understood, followed, relevant and effective;
• Give input into project planning and management to meet defined timelines, functional scope and quality standards;

Customer Experience

• Gain an end-to-end understanding of all customer journeys, and the resultant customer experience, and align to the design of the business processes which enable and support these;
• Provide insights and input into the design of customer journeys;
• Lead the work to evaluate, rework and/or build business processes to support the customer journeys, as and when required;
• Understand customer needs and develop and fine-tune processes accordingly;
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures;
• Initiate change requests to continually improve all aspects of service delivery and develop new processes accordingly;
• Drive continuous improvement as an important element of service delivery;
• Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery through business processes;

Collaboration 

• Collaborate internally on ensuring that customer feedback is captured and utilized to develop enhancements to improve customer experience, and that this is used to inform process;
• Work collaboratively across the function, and all supporting teams, to define implementation plans for process changes.

QUALIFICATIONS

Job Requirements (Education, Experience and Competencies)

Education:

• Degree / Diploma / Certification in Business Management, Project Management, Process Management, or related field.

Experience:

• Minimum of 3 years’ work experience in business process management, project management, and/or continuous improvement;
• Experience in working on interrelated and integrated processes and projects, working in cross-functional teams;
• Experience working in a medium to large organization;
• Experience in the design, improvement, measurement and/or monitoring of processes as reflective within a TelCo business model, considered to be an advantage.