Senior Manager: Product at MTN

Mission/ Core purpose of the Job

• The Senior Manager is responsible for the growth and management of one or more products including MoMo Advance, Agent and Merchant Advance, Airtime Advance and Bullet loans, over several geographic locations across Africa
• The SM will collaborate with UX/UI teams to implement and enhance CX standards across digital channels (USSD, WEB, App, Bot, WPA) and BankTech segments (Consumer, Merchants, SMMEs, Agents, Developers).
• As part of the leadership team, the Senior Manager is responsible to contribute to Finco’s overall strategic goals, to achieve profitable growth, and to continuously improve the operations performance.
• Note: Product portfolio assigned could be MoMo Advance, Agent & Merchant Advance, Bullet Loans

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's) (1/2)

Strategy Development and Implementation

• Contribute to the creation of the functional in line with the overarching business goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Cascade and communicate overall Strategy and Business Plan
• Translate the functional strategy into operational initiatives and plans and drive execution
• Define detailed operational plans for the product category

Operational Delivery

• Develop and enhance the value proposition for the product
• Responsible for continuous improvement an optimization of product features and services in line with industry trends, market dynamics and competitor landscape
• Understand customer challenges and translate requirements into marketing and product insights
• Ensure that Finco generates revenues and profitability on the assigned products
• Support Opco in developing go to market product strategies and drive revenues and usages with regards to the value propositions and products
• Develop and report business metrics in regard to revenue, pipeline, win rate, market share and product portfolio mix
• Manage implementation of constant digital customer experience with the Finco Opcos
• Ensure the different mobile and web applications are easily found by the target audience
• Develop the different collaterals and messages that will be used on the different digital marketing channels for opco
• Drive consistency in SEO, SEM and Social Media advertising in Opcos
• Collaborate with agencies and vendor partners
• Support the evaluation of different technologies and provide thought leadership on adoption when relevant
• Regularly evaluate, analyze and review product performance and drive corrective changes and improvements
• Ensure MoMo Apps, USSD and Web interface and digital customer interaction development consistency across opcos
• Project manage implementation of consistent and relvenat digital customer experience with the Finco Opcos
• Finco brand evolution and implementation across Opcos
• Identify and assess new market, product, and technology opportunities
• Work with CVM, Decision Science and analytics teams to obtain and use competitive intelligence to inform the Product roadmap in terms of enhancing Customer Experience and the ability to compete, gain market share, and grow revenue
• Analyse customer information and develop new models and metrics – including, but not limited to Net Promoter Score, micro-segmentation, churn, closed loop feedback and must win battles,
• Manage customer economics (costs to serve) and business cases per segment to ensure optimal return on investment of activities
• Develop reports, metrics and market insight research models to ensure consolidated and consistent views as it relates to the defined Customer Experience standards
• Manage NPS/eNPS , CLF roll-out and management of dynamics.

Governance

• Operational, Tactical and Strategic Meetings
• Participate in strategic meetings, ensure relevant participation, and provide guidance and input in the various discussions. Solicit feedback and input from opco Finco.
• Drive adequate risk mitigation and controls and elicit inputs from relevant parties
• Request relevant budget for internal projects
• Prepare proposal on change initiatives, policies, and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Tactical

• Review and finalise objectives, targets, and budgets for the function as applicable
• Review key risks, issues and dependencies and set mitigation actions
• Develop and manage budgets
• Facilitate Sign-off / make decisions regarding tactical changes

Performance

• Monitor performance and alignment with the functional strategy
• Ensure alignment between other functions within Group Finco teams

Reporting

• Report monthly to the GM relating to progress made in accordance with the delivery of the product roadmap from both project, implementation, and performances perspectives
• Report on an ad-hoc basis on specific management requirements as and when necessary

Job Requirements (Education, Experience and Competencies) 

Education:

• Minimum of 4 year tertiary degree in Business Management, Marketing, or related field
• MBA or Masters (advantageous)

Experience:

• Manager track record of 4 years or more
• At least 3 years’ experience in product management
• Minimum of 7 years of experience in in defining, developing, and deploying marketing campaigns, digital marketing, digital product management
• Proven experience executing customer experience and retention campaigns
• Experience in BankTech product categories will be advantageous
• Hands on experience in managing, leading and implementing innovative banking products and services
• Deep understanding of the digital banking ecosystem, players, business models and industry related best practices
• Experience in Financial Services preferred
• Experience in Advertising product category will be advantageous
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• Worked across diverse cultures and geographies
• Pan Africa multi-cultural experience is advantageous

Competencies:

Functional Knowledge:

• Understanding of FinTech, banking, microfinance and payment businesses
• Digital marketing
• Digital Banking product management
• Fintech & Digital Business
• Digital content, media and/or applications
• Customer value chain
• Customer management platforms and systems
• Search Engine Optimisation (SEO)
• Search Engine Marketing (SEM)
• E-commerce and electronic payment business
• Go-To-Market strategy
• Customer Experience management
• Expert knowledge on Deep Learning and its applications
• Working knowledge in related Big Data technologies

Skills

• Business Acumen
• Analytics and Interpretation
• Strategic Thinking
• Organizational Agility
• Digital mind-set
• Dealing with ambiguity and complexity
• Decision Making
• Conflict Management
• Negotiation
• Financial and Numerical
• Project Management
• People Management
• Executive Presentation

Behavioural Qualities

• Adaptable
• Complete candour
• Culturally aware
• Emotional Maturity
• Innovation
• Integrity
• Leadership
• Team Player