Senior Manager: CVM Capability and Infrastructure at MTN

Mission/ Core purpose of the Job 

The SM is responsible for supporting the CVM General Manager in the identification and management of capability and technology roadmap on behalf of CVM. He/ she will oversee the initiation and management of customer value management projects including the design and documentation of all CVM PPP’s.  

Key Performance Areas

Strategy:

• Lead the creation of the CVM capability strategy in line with the overarching CVM deliverables and goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and  roadmaps
• Consider future consequences of actions on the viability of the CVM initiatives. Discuss the current environment and how this will impact CVM both now and in the future
• Delivery
• Oversee the delivery of system capabilities as required by CVM
• Oversee the interface between CVM and ITechnology, translating CVM needs and requirements into requirements for IS. 
• Review and optimise existing capability and technology to enable CVM initiatives leveraging of existing capability and technology partnerships that support CVM
• Design, implement and execute the CVM Capability performance management system. Implement the measurement/monitoring of Key Performance Indicators to measure effectiveness of the systems, data and processes.
• Implement project management methodology life cycle that defines the five project management phases or processes: define, plan, launch, manage, and close.
• Design and implement a Process Gap Identification Framework that considers risk identification and mitigation actions in order to enhance processes and procedures. 
• Grow awareness and account for competition, identify sector trends and opportunities and feed back to CVM management as well as MTN SA management. 

Reporting:

• Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the projects/initiatives
• Ensure that all material variances from the plan are reported, followed up and resolved 

Supervisory / Leadership / Managerial Complexity

• Build and manage a high performing team by providing leadership, role clarity, training and career development 
• Source, induct and manage talent in accordance with legislative guidelines
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to governance

Minimum Requirements -

Education:

• Bachelor’s degree in Business/ Commercial/Marketing or equivalent qualification 
• Honours Degree(advantageous)

Experience Standards:

• Management track record of 5 years or more, with at least 3 years in relevant sector/industry
• Experience in continuous improvement through the implementation of best practices 3-5 years of relevant experience in telemarketing and retail operations
• Experience in Compliance Operations within a Telco
• Demonstrated leadership in Channel/Customer Service environments of a large corporate or franchised Telesales/Customer Serviceer
• Experience in Telesales/Customer Service operations management
• Prior experience of mobile industry 
• Demonstrated ability tinfluence management level staff in group and 1:1 situations
• Disciplined detail-oriented style, combined with ability tsimultaneously work at a strategic level

Please note that MTN is an equal opportunity employer. Should you not hear from us within 14 (fourteen) days from the closing date of this advertisement, you may consider your application to be unsuccessful.

The closing date is: 7th December 2020