Senior Manager: Enterprise Regions at MTN

Key Performance Areas: 

• Strategic Implementation:
•  Execute the head office strategy customised for the regions
•  Provide input the annual business plan 
•  Translate the operational strategies into operational plans and activities to realise these  strategies within the region
•  Adopt and align regional strategies with that of MTN Business 

Driving profitable Growth for MTN Business

•  Increase solution selling by offering clients Value Added Services
•  Grow monthly recurring revenue through new acquisitions, cross-sell and upselling
•  Achieve current year SOV and Revenue Targets
•  Ensure we maximise on existing contract values
•  Maintain customer base by ensuring client issues have been resolved
•  Manage customer churn (churn reduction)
•  Increase ICT penetration with new and existing customers
•  Increase uptake of value-added products into customer base
•  Increase regional market share
•  Lead virtual teams responsible for the delivery of customer success, customer satisfaction. 
•  Assist the company in shaping the future value proposition by creating unprecedented value and  opportunity for defined Mobile and ICT customers. 
•  Build deep relationships within key customer accounts. 
•  Sales planning, including developing and execution of business plans, as well as tracking of  milestones

Financial Management

•  Forecast, plan, develop and review all budgets for the region in line with MTN SA financial  requirements 
•  Manage operating expenditure in the region in line with agreed budgets
•  Identify and eliminate non-contributory expenditure.

Communication and co-ordination

•  Develop and maintain efficient and effective co-ordination and interworking between planning and  implementation teams in the region and between regional and central functions
•  Ensure effective troubleshooting procedures are in place and utilised by skilled and motivated  resources across the region
•  Develop the matrix reporting and management practices in the region to be successful
•  Develop, maintain and nurture a sound working relationship between the regional Enterprise  division and all other associated parties, both within the company and externally.
•  Ensure vendor interaction is managed appropriately 
•  Submit reports to designated management, as per the standing instructions. 
•  Interface with MTN Business leaders and attend monthly meetings with other Regional and BU Heads

Focus on providing exceptional Client Experience

•  Ensure delivery of exceptional client experience as per client services charter and SLA’s/OLA’s 
•  Conduct regular surveys to monitor Client satisfaction
•  Critically evaluate and optimise Fulfilment, Assurance and Billing environment for the region.
•  Champion Billing issues resolution
•  Champion Customer Fulfilment and Assurance resolution 
•  Create good inter-departmental relations
•  Motivating and developing all regional staff
• Ensuring a Culture of Operational excellence
•  Planning and Delivery of a business plan
•  Alignment of all activities undertaken in the region 
•  Achieve sales forecast accuracy
•  Provide input into reviewing organisational activities and assist in recommending corrective  actions if necessary
•  Provide feedback on the impact of solutions on other areas of the business, as well as the  interdependency of units
•  Ensure continuous improvement and innovation at process and procedure level within All MTN  Business operational departments
•  Implement methods, systems and procedures to enhance effectiveness and meet departmental goals

Operations and service enhancement 

•  Input into the Sales strategy and the implementation thereof 
•  Define, implement and input into identifying ways to fine-tune operational support methods to  enhance effectiveness and meet departmental goals
•  Identify and evaluate areas of improvement within the Sales department, identifying possible  solutions to address deficiencies and implementing according to plan
•  Ensure that all performance and key performance area standards of the function are monitored and  tracked
•  Analyse and interpret all data that interfaces directly with the division and report to the GM
•  Implement operational analysis on sales structures that support the delivery of strategy
•  Implement the quality standard frameworks and ensure that high levels of quality service are  maintained and that all areas operate as close to global best practice as possible

Reporting

•  Identify relevant information and data for reporting purposes during departmental meetings
•  Identify and interpret relevant information and data for reporting purposes
•  Make assessments of and draw solutions from qualitative data. Make logical deductions and draw  conclusions that can be motivated
•  Provide daily, weekly and monthly reports on all activities of the section to the GM.
•  Feedback on any customer issues as soon as they arise and resolve 

Process and Procedure Effectiveness

•  Continually improve existing processes and procedures to enhance effectiveness, efficiency and  Performance
•  Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid  any none conformance.
•  Ensure all documentation is filed in a manner that is easily retrieval by any member of the team  and meet the organisational requirements
•  Manage all risks that could be customer affecting

Employee Excellence 

•  Build and maintain team to deliver on set targets and objectives
•  Manage human resources elements effectively
•  Manage all PIP’s and performance management of the Team
•  Define, cascade and manage targets and KPI’s across the Regions  
•  Achieve results by using performance management and incentives
•  Create an open door policy to ensure an efficient climate
•  Treat everyone with respect and equality
•  The performance management of subordinates and actioning of annual performance meetings twice  annually and IDP’s to be actioned timeously
•  Management of training and development for subordinates including their required course  identification and recommendations
•  Manage all timing and attendance of subordinates
•  Manage team morale and attitude towards improved service delivery and focused actions
•  ER knowledge to implement where and when applicable within the respective area of management
•  Adhere to behave according to the Company values at all times
•  To ensure that adequate training is received by staff, both informal and formal, and provide  succession planning and career paths for staff.
•  Providing guidance and tactical leadership in developing new methods and systems to continuously  strive for improved performance of staff and the service provided to our customers.

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

Education:

•  Minimum of 4 year tertiary qualification - 4 year tertiary qualification in Commerce (Financial  /Marketing / Communication) or related and 
•  MBA / Masters Advantageous

Experience:

•  Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry
•  Min of 5 years Sales/Regional management experience within a sales led organization that  includes Sales managers, Key account managers, Account managers and Systems engineers. 
•  Sales experience with Mobile and ICT and specific examples of closing large, strategic deals.
•  Must have both the sales skills and technical knowledge to make presentations and lead customer  discussions to advance the sales process.
•  Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and  rewarding sales environment.
•  Strong sales leadership skills in a team environment. 
•  Requires understanding of Mobile and ICT buying cycles. 
•  Developing customer relationships. 
•  Understanding a broad range of company technologies and offering is required
•  Strong skills in competitive sales and protecting the installed base as well as creating new  opportunities is essential 
•  Ability to understand customer needs and vision from a customer management perspective, match it  against the full breadth of the company's value proposition, and position it in a powerful way  in order to generate budgets and close deals. 
•  Must have the ability to deliver business value to the account and build on customer  relationships. 
•  A solid sales track record (performance against target) 
•  Comprehensive administrator experience with setting targets, providing forecasts and other  general management reports
•  A good understanding of MTN’s various internal operations and its different structure

Training:

•  Consistent training on an ongoing basis 
•  Product Training
•  Coaching and Mentoring