Manager - Roaming 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
Roaming management

• Manage customer communication email channel to provide best customer experience
• Monitor and manage outstanding balances of operators and assist with disputes
• Responsible for account management of roaming partners being the SPOC for any roaming related queries
• Plan for new operators and new services /technologies and additional services for current operators
• Provide input to products and services design for internal and external customer channels
• Planning for new operators and new services /technologies and additional services
• Develop and maintain quality benchmarking to meet MTN quality KPIs
• Design, implement and manage primary controls to include detect High usage record by inbound and outbound roamers 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 roaming for the month , to enable identification of revenue leakage and            provide solutions for unfavourable changes in trends
• Identify potential new or improved IOT discount opportunities with roaming partners.
• Engage with the regulatory team to provide support and produce roaming data required for regulations e.g. for CRASA/ICASA
• Responsible for business process management and projects related to Roaming as allocated by Management 
• Maintain and improve the Carrier Services website for roaming inline with the regulations and business requirements
• Align MTN SA to MTN Global Connect strategy ensuring MTN SA is benefiting from this.Refering to the service schedules and relationship agreement
• Monitor and keep track of the exchange rates and SDR and the impact they have on the environment

Roambroker

• Management of loading of AA14's and IOT discounts onto RoamBroker
• Management of new services launch 
• Manage and maintain service level agreements (SLA) with internal and external stakeholders
• Align Roambroker and clearing house static data e.g. AA14 and IOT discounts
• Align Roambroker Data clearing to Nextgen Data clearing and implement primary controls for work flows accruals , invoice and payment
• Provide input to supplier portfolio utilisation for all services based on supporting routing tables - Steering
• Produce and deliver rate card report to marketing for retail pricing 
• Design criteria for service provision or commercial model support for stakeholder enablement and improvement
• Analyse reporting to produce in-depth data analysis, including supplier rates, quality benchmarking performance and route capacity to assure optimal routing for all            services

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 
• 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 Experience Standards 

• 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