Senior Manager - Financial and Operations Audit Group Internal Audit and Forensics at MTN

RESPONSIBILITIES

The Senior Manager, Channel and Platforms will be responsible for the following Key Performance Areas:

Strategy Development and Implementation

• Lead the development and implementation of a CVM sub-divisional strategy in line with overarching divisional goals with emphasis on customer experience and lifetime value 
• Lead the business transformation to embed CVM principles and culture across the organization.
• Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
• Development of the community and ongoing guidance to progress the maturity of CVM across the group via the CVM academy

Performance

• Drive CVM performance against agreed financial and non-financial KPIs across the OpCo footprint
• Create and monitor plans for continuous improvement with mitigating actions for performance gaps on agreed KPIs

Programme Management

• Set up and manage programme status meetings and project scrums
• Review and identify key risks, issues, escalations, and dependencies with mitigation actions
• Sign off / make decisions regarding operational changes
• Provide input into the review of all projects initiated
• Review key risks, issues, and dependencies and set mitigation actions
• Manage budgets and financials for CVM programs

Reporting

• Review and submit reports addressing periodic activity, budget compliance, feedback and key OpCo results to support decision making
• Prepare reports on operational performance and detailed reports on specific programmes when required
• Communicate to the senior leadership team and OpCos on the various insights through effective presentations and reports 

Operational Delivery

• Create and implement CVM commercial programs in response to varying business problems arising from the OpCo footprint, aligned to best practice approaches. Programmes extend to current and future revenue growth opportunities (GSM, Digital, Fintech).
• Provide input and support into defining business requirements for key customer value management (CVM) capability development projects, including campaign management & measurement systems, channel capabilities and integration
• Work closely with project managers to ensure that progress is in line with customer value management roadmaps, any risks or issues are actioned upon timely, provide subject matter expertise where required
• Support the creation and implementation of various marketing frameworks and programmes. Develop its key inputs such as eligibility rules, arbitration prioritisation, predictive models, offer value, levers, channel capacity, previous activity performance evaluation, customer investment rules, and strategic priorities
• Support the transformation and maturity of the CVM function towards embedded principles of data-driven decisioning towards consolidated recommender systems across functional growth curves. 
• Work with local CVM teams to co-create use cases in support of local business problems that are pragmatic and generate impact 
• Progress the maturity of channel digitisation and adoption relative to contextual needs of the environment / OpCo.   
• Manage capability requirements and implementation roadmaps in building a best-in-class CVM Ecosystem
• Interface with IT/technology to ensure that CVM systems/platforms can technically support the CVM activities including campaigns, reporting, profiling, etc.
• Interface with all channel owners/managers to ensure that CVM activities are executed as planned through their channels
• Lead operational capability development and define the capability required to execute and manage the CVM programme.
• Guide the strategy for outbound and inbound customer segmentation and targeting, considering the customer contact strategy aligned to local regulation
• Manage the post-activity reports and in-depth performance evaluation to determine how existing decisioning rules can be enhanced to drive increased business benefits
• Create and socialise best practice CVM programs and insights across the OpCo footprint to ensure that information is consumable, relevant and results in commercial impact

Collaboration / Coordination 

• Collaborate with various stakeholders throughout the group to identify opportunities to monetise data, manage customer value and drive business solutions.
• Collaborate with other group functions across the business and OpCos to ensure value realisation from CVM programmes in support of solving business problems.
• Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports
• Manage enterprise-wide programmes and initiatives across the group

QUALIFICATIONS

Education:

• Degree in Mathematics, Computer Science or Engineering, Statistics, economics or related commercial or science fields of study
• Post-graduate degree 
• Master’s Degree an advantage

Experience:

• 5 - 8 years of relevant work experience in a global / multinational business environment (e.g., Banking, Telecommunications) (understanding of emerging markets advantageous)
• 3 - 5 years of experience in a supervisory / managerial role (advantageous)
• Experience in leading change / transformation (marketing) at an operational level (advantageous)
• Experience in leading innovation and continuous improvement through the implementation of best practices
• Experience in data-driven decisioning and marketing techniques
• Experience in working in fast-paced environments across multiple geographies and contexts.
• Excellent communication and presentation skills