Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Operational Planning
- Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- Recommend ways to exploit new opportunities to grow the business further
- Provide input into the fine tuning of processes, systems and support in line with changing work practices.
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.
- Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
- Manage one or more allocated accounts in line with strategy and macro-plans as defined by the managers.
- Resolve escalated issues or escalate as appropriate.
- Implement innovative promotional activities in line with Marketing requirements and guidelines.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
- Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
- Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
- Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
- Prepare reports on account performance as required.
- Development of Account Strategies
- Ensure Salesforce Forecasting and Hygiene
Customer Service and Satisfaction
- Build and maintain solid relationships with all stakeholders.
- Ensure on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
- Ensure all customer queries are attended to and resolved within agreed SLA’s.
- Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
- Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
- Provide advice on the best approach to reach the best results.
Quality Control
- Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
- Maintain quality standards that will enhance the customer experience and cost efficiency.
- Work consistently according to standard operating procedures.
- Analyse situations and take necessary action to ensure quality is maintained.
- Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
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
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- Identify ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Design, Analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
- Adopt a customer centric approach
- Build employee relations and collaborative teamwork
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Have the self insight and flexibility to adapt to different situations
- Live the MTN Brand – change and influence employees behaviour
Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
Identify and recommend process and system improvements
- Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
- Strive to automate processes and procedures wherever possible
- Recommend creative and innovative solutions to enhance MTN SA’s performance
- Establish sound relationships with all stakeholders
- Encourage continuous service improvement
- Implement cost-saving activities
- Actively identify new customer opportunities and liaise with relevant management
Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
- Ineffective delivery of product and marketing roadmaps and time to market
- Unavailable and/or uncompetitive priced P&S
- Lack of marketing support
- Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
- Evolution of technology
- Reliance on the stability and availability of systems
- Non-achievement of turnaround times
- Inappropriate processes resulting in delayed service to clients
Collaboration: Refers to formal and informal relationships
- Responsibility towards: who are they and what do they receive from the incumbent.
- Direct reports: None
- Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
- Key customers: MTN SA, MNS, Bids Managers, External clients
- Key suppliers: External Suppliers/Partners, Segment Managers in Marketing, Technology and IS departments
- Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
- Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.
- Independent thought and Judgment:
- Recommend new accounts that may be profitable and sustainable
- Execute actions that have been agreed
- Dissemination of information
- Resolution of queries / problems (within parameters set by company policy)
- Authorities: Financial and other decision making authorities, e.g. engaging contracts with suppliers.
- As per delegated authority
QUALIFICATIONS
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Minimum of 3 year degree/diploma
- 3 year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- At least 5 years of experience in the telecoms industry
- Global ICT experience advantageous
- Experience in Account Management is essential, preferably in fast moving industry
- ICT Experience (GSM) is preferable
- Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
- Experience working in a medium organization
- Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
- Successful Sales track record with Service provider / MNO / OTT accounts selling Data 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
Gmail
Yahoomail