Manager - Mobile Virtual Network Operator.Wholesale and Carrier Services at MTN

JOB DESCRIPTION
Mission/ Core purpose of the Job: 

• Manage sales target, strategy, maintain relationships and grow account base delivering on set sales objectives, increase revenue and market share
• Deliver measurable financial results, through excellent customer service and relationships
• Form the link between the customer and Internal people and processes.
• Assist in the formulation of compelling customer value propositions

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

Input into Business & Operational Planning

• Contribute towards long-term forecasts and predictions (2-3 years) by analysing trends and performing industry competitor analyses to highlight areas of the business that may be developed further. 
• To understand, anticipate and capitalise on changes in consumer behaviour.
• Provide input into operational and promotional planning which will ensure revenue growth within the portfolio.
• Provide input into the enhancement of processes, systems and support in line with changing work practices. 
• The provision of innovative solutions and service excellence to ensure effective services for the wholesale sector in an ever-changing Environment. 
• Drive relationships with Internal and external stakeholders, in order to deliver bottom line results

Key Account Management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts. 
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded. 
• Increase revenue through effective account management and development, effective product mix and excellent customer service.
• Establish / grow value of accounts within assigned portfolios
• Provide input and direction to the development of sales and service targets within the assigned national account portfolio.
• Forecast acquisition and, reduce inactive base for the assigned portfolio of accounts and liaise with relevant areas to ensure strategic objectives are met
• Carry out financial interpretation and performance assessments
• Put effective methods and standards in place in order to provide a holistic Key account management interface with assigned national account portfolio.
• Improve customer service delivery
• Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios.
• Track and optimise accounts performance in terms of cost and revenue contribution, reporting on performance as appropriate.
• Provide accurate forecasting on all product and service requirements and liaise with relevant areas of the business to ensure timeous execution
• Provide accurate and valid communication on new products and services & any enhancements to internal and external stakeholders within allocated portfolio
• Manage Wholesale partner limits, ensuring that they remain within authorised credit limits and escalating anomalies appropriately.
• Liaise with various support areas to ensure delivery of SLA's.
• Build and maintain professional relationships with wholesale partners, suppliers and internal stakeholders
• Collect and collate competitor information, generating information and provide feedback and recommendations to stakeholders
• Mediate resolution of escalated queries within the assigned portfolio of accounts. 
• Ensure constant update of knowledge and growth and development of staff.
• Identify training needs and liaise with Marketing and Training to ensure that internal and external sales teams are trained and skilled to engage with customers and utilise sales tools effectively.
• Attend regular handset manufacturer meetings 
• Maintain self-development and knowledge in all required areas 
• Demonstrate proficiency on all required systems and access of information pertaining to account management

Account sustainability

• Identify the viability, sustainability and financial performance of accounts in the assigned portfolio and provide recommendations and implement corrective action as appropriate.
• Identify non-performance and non-achievement of target, using Key Account Plan and Business Plan as reference.
• Manage and optimise cost of sales for the accounts, ensuring compliance with budgets and targets
• Develop and actively drive action plans in conjunction with wholesale partners to sustain or improve achievement of targets (actual vs. Target – gross and nett)
• Assist wholesale partners with identifying and meeting training needs
• Compile reports on wholesale partners performance as required
• Ensure wholesale partners base maintenance and growth

Cost Control

• Ensure expenditure is considered and drives effective return on investment remaining within budget parameters.
• Identify areas where budget is not spent effectively and seek ways to reduce and optimise expenditure where possible.
• Report on monthly expenditure and budget control

Reporting

• Prepare reports on key performance areas including insights and analysis as required regarding the assigned national account portfolio.
• Provide financial interpretation and performance assessment report on all assigned portfolios
• Compile accurate recommendation and sustainability report of wholesale partners in the assigned portfolio.
• Collate and prepare relevant revenue information and sales data as required.

Customer Satisfaction

• Ensure a proactive approach is adopted to prevent problems from arising in the future.
• Develop and maintain solid relationships with stakeholders, building relationships to ensure that all queries are responded to quickly and effectively.
• Educate stakeholders and internal customers on the role of MNS and how they may contribute and add value.
• Ensure delivery on customer specific strategies via the Key Accounts team and Support Areas
• Identify trends / patterns pertaining to customer needs and filter this information through the correct channels.
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.
• Manage, monitor and control customer-related system efficiencies, and the measurement thereof.
• Understand customer needs and develop and fine-tune systems accordingly, ensuring that effective PPP’s are in place and valid.
• Put contingency plans in place to prevent delivery and service delays and enhance the customer experience via the Key Accounts team and Support Areas

Quality Management

• Ensure legislative compliance
• Work consistently according to standards of accuracy, deadlines and formats
• Review the PPP’s and submit proposals to amend as and when the business requires.

Project Management 

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 
• Risk management 

QUALIFICATIONS
Education: (5)

• Matric
• 3-year appropriate degree or equivalent

Experience: (5)

• Min 3-5 years in ICT and informal industry
• New business development
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others
• Experience working in a medium organization 
• Knowledge of Mobile Telephony Services 
• Successful Sales track record with Service provider / MNO / OTT accounts selling ICT Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of Service provider / MNO / OTT customers.
• Demonstrated ability to influence at C-Level, network at middle management levels within customer and partner companies and provide success with relationship management

Training:

• Consistent training on an ongoing basis
• Product training 
• Legislation and regulations
• Products and services
• GSM Technology
• Contract appreciation and business-related courses
• Systems training