Senior Manager - Business Operations Consumer at MTN

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

• Fast moving, hyper competitive industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Job Responsibilities 
Strategy and Development 

• To oversee the alignment of Consumer Business Residential strategy which includes operating systems, procedures and processes, to that of the business operational design, controls and measures.
• To manage and ensure implementation of the strategy across a matrix structure and bringing in key stakeholders when needed  
• Driving strategic initiative and improvement project implementation across all business units
• To integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different divisions. 
• To align operational needs of the department to external economic and commercial environment for sustainability.

Operational Delivery

• Manage, control and direct “Business as Usual” operations for Residential segment, including driving the changes required for implementation of new products and processes
• Define the standards and set targets for operational performance across various activities and identify the parameters for measurement of performance.
• Drive and manage Key projects for the division  
• Ensure monthly reporting , meetings and governance is adhered to 
• Coordinate all supporting functions to enable commercial and technology business units to deliver on the Residential Segment objectives

Budgets

• Develop and manage operational budgets in line with business objectives;
• Develop and manage project initiative budgets in line with business objectives; and
• Advise and Support the General Manager on the annual Business planning and positioning of 3-year plan for Residential
• Set and implement bottoms up targeting approach for business plan as well as Channel targets

Reporting   

• Report on a monthly basis to GM: Residential Segment on progress made within the division and in accordance with the measurement metrics set by the organisation;
• Highlight to the management significant deviations from defined performance metrics; and
• Prepare all reports and packs for governance meetings  
• Report on an adhoc basis on specific projects, as required

Managerial / Supervisory Responsibilities – (where applicable)

• Accountable for the morale, performance, and development of the department’s human capital;
• Align departmental values with MTN brand values;
• Approve work structure process before adoption by the team;
• Coach and mentor direct reports;
• Enforce team members’ compliance to standard working processes and procedures;
• Ensure adequate succession planning and that succession plans that are in place are achieved;
• Ensure assigned team is led motivated, and rewarded to achieve KPA’s;
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members;
• Ensure effective management of diversity among personnel in the division;
• Identify staff training and development needs and implement necessary actions;
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines;
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts; 
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning and goal setting);
• Provide guidance and leadership ensuring future focus and current efficiency;
• Recruit and build a world class information management team;
• Set goals and objectives for direct reports, monitor progress and maintain motivation;
• Set overall direction for the division; and
• Provide an advisory function on governance and best practices in client experience.

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education: 

• Minimum of 4 year degree qualification
• Fluent in English and language of country preferable.

Experience:

• Minimum 5-8 years Commercial Management Experience
• Minimum 5 years in Telecommunications industry 
• Project Management Experience
• Good understanding of the telecommunication industry   
• Strategic decision-making Experience

Competencies:

• Knowledge   
• Complex and matrix structures
• Consumer Insight best practices and trends
• Decision making processes
• Entrepreneurial approaches
• Financial / Numeracy
• Operational management
• Project management
• Telecommunications industries
• Empowering others
• Global thinker
• Organisational awareness

Skills   

• Analytical
• Conflict management
• Continuous improvement
• Data interpretation
• Dealing with ambiguity
• Dealing with complexity
• Leadership and coordination
• Leadership
• Numerical
• Decision making
• Presentation
• Reporting
• Insights
• People skills

Behavioural Qualities

• Innovation
• Complete Candour
• Emotional maturity
• Drive 
• Passion 
• Attention to detail 
• Quick learner  
• Negotiation
• Integrity