Manager - Messaging Wholesale and Carrier Services at MTN

Mission/ Core purpose of the Job:

• To implement MTN SA’s Carrier Services strategy by ensuring high quality, cost effective and value-driven services to internal commercial units and the wholesale market in general. This is achieved by focused quality management, optimal routing of service traffic, dial-code management, destination management, analysis and reporting on traffic performance, research of traffic and market trends, traffic quality assurance and cost base tracking, and management of traffic to international and national destinations and providing general administrative support. Also ensuring Primary Controls are implemented by using and optimizing the available fraud and detection systems.

RESPONSIBILITIES
Key Performance Areas: 

• Messaging Management
• Manage customer communication email channel to provide best customer experience
• Manage credit vetting, bank verification and credit limit verification for all national operators to align with the RIO requirements. Assist with disputes
• Assist Finance with messaging disputes
• Responsible for account management of Message partners being the SPOC for any roaming related queries
• Develop and maintain quality benchmarking to meet MTN quality KPIs
• Design, implement and manage primary controls related to Message e.g. trend changes and log monthly losses and gains
• Responsible for continued improvement of Primary controls to reduce losses or improve revenues 
• Analyse reporting outputs to produce a month end  summary of highlights and low lights of Message for the month , to enable identification of revenue leakage and provide solutions for unfavourable changes in trends
• Identify and implement potential new Message operators and products related to Message.
• Responsible for business process management and projects related to Message as allocated by Management 
• Maintain and improve the Carrier Services website for Message inline with the regulations and business requirements
• Align MTN SA to MTN Global Connect strategy ensuring MTN SA is benefiting from this.
• Engage with the regulatory team to provide support and produce Message data required for regulations e.g. for CRASA/ICASA
• Update and maintain the Reference Interconnect Offer Agreements(RIO) for Message ensuring it is aligned with regulations

Traffic routing and dial code management

• Management of rates received and provided to MTN partner base, locally and internationally
• Management of numbering plans, Global titles/ Paths, MNP/GNP and service availability to accurately manage routing to support commercial objectives
• Management of the in-depth data analysis, including other operators rates, quality benchmarking performance and route capacity to assure optimal routing for all services
• Manage the offnet cost by ensuring correct recovery of costs from third parties (e.g. SMPP Binds)
• Manage and maintain service level agreements (SLA) with internal and external stakeholders
• Management and enhancement of Antispamming and Grey routing systems and fraud related activities
• Minimise business risk due to rate card or numbering plan misalignment and potential exploitation and arbitrage
• Generate rate cards on a regular basis to maximise revenue and cost management
• Design criteria for service provision or commercial model support for stakeholder enablement
• Provide input to product design for internal and external customer channels
• Responsible for business process management areas as per allocation by Senior Manager and act as back-up to other Carrier Services specialists as and when required

Customer Satisfaction

• Adopt a closed feedback loop mentality and continuously strive to provide the best customer experience to all stakeholders
• Understand internal and external stakeholder needs and input into the development & fine-tuning of systems accordingly
• Adopt a proactive approach to prevent problems from arising in the future
• Manage the escalation process to the highest level in the organisation to ensure that timelines are met
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer and supplier queries are attended to and resolved within agreed SLA’s
• Weigh up the benefits and risks of each solution to provide the best service to customers and suppliers
• Consider the implications/effects of actions taken on customers and suppliers
• Provide advice on the best approach to reach the best results 
• Deliver first time right service excellence

QUALIFICATIONS

Global Education Standards (5)

• Minimum of three year Degree / National Diploma in Finance, Commerce, Engineering, IT or equivalent
• Managerial courses will be an advantage
• Fluent in English and other official South African language

Global Standard Standards (5)

• Minimum of 5 years’ experience in Telecommunications or Finance (either technical or commercial)
• Experience in supervising/managing others
• At least 1 year’s experience in reporting and data analysis (modelling, trending, statistics, forecasting)
• Experience in a telecommunications environment highly preferred
• Strong data management, modelling and analysis experience within Finance or Commercial Telecommunications
• Exposure to national and international Telecommunication services
• Experience working in a medium to large organization 

Training 

• Products and Services
• Project management
• Corporate finance or management accounting training
• Basic knowledge of commercial law and telecommunication legislation & regulation
• Data analysis, statistics & Reporting Skills
• Microsoft products training