Senior Specialist - Digital Platforms.Technology Information at MTN

Job Description
Key Activities & Responsibilities

Strategic Input and Implementation

• Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
• roadmap. This involves understanding customer needs, market trends, and competitor offerings.
• Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively
• meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
• Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
• Digital Platform Operations Management – Digital Platforms
• Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
• the business’ long-term strategy
• Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
• performance management
• Deliver on execution of plan to achieve sales targets effectively
• To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
• evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
• journeys)
• Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
• customers.
• Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
• measurement of performance. Metrics should be benchmarked and monitored to inform this effort
• Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
• Manage external dependencies and vendors
• Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
• Be accountable for the oversight and approval process of all enhancements to MTN platform.
• Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
• recharging services.
• Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
• Provide detailed progress reports both at sub-functional and functional level
• Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work
• and progress made (bi-weekly / weekly)
• Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly meetings/forums to facilitate decision
• making
• Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
• audits across all MTN Platforms and delivering improvement

Budget Management/ Cost Control

• Provide input into area budget and ensure that expenditure remains within budget parameters.
• Identify areas where money is lost and seek ways to reduce expenditure where possible.
• Report on achievement of monthly cost control targets.
• Governance, Policies, Procedures and Reporting
• Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
• Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on
• resources, cost and productivity
• Work consistently according to standards of accuracy, deadlines and formats
• Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
• amendments, as well as MTN standard operating procedures
• Collate and prepare relevant revenue information and sales data as required
• Where required, set up and participate in operational and tactical meetings
• Continuous Improvement
• Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
• class.
• Assess, develop, propose and implement new models and structures for delivering required results and service experience
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
• teams
• People Leadership /Management
• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence
• management
• Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’ behaviour

Responsibilities
Key Activities & Responsibilities

Strategic Input and Implementation

• Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
• roadmap. This involves understanding customer needs, market trends, and competitor offerings.
• Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively
• meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
• Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
• Digital Platform Operations Management – Digital Platforms
• Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
• the business’ long-term strategy
• Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
• performance management
• Deliver on execution of plan to achieve sales targets effectively
• To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
• evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
• journeys)
• Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
• customers.
• Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
• measurement of performance. Metrics should be benchmarked and monitored to inform this effort
• Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
• Manage external dependencies and vendors
• Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
• Be accountable for the oversight and approval process of all enhancements to MTN platform.
• Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
• recharging services.
• Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
• Provide detailed progress reports both at sub-functional and functional level
• Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work
• and progress made (bi-weekly / weekly)
• Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly meetings/forums to facilitate decision
• making
• Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
• audits across all MTN Platforms and delivering improvement

Budget Management/ Cost Control

• Provide input into area budget and ensure that expenditure remains within budget parameters.
• Identify areas where money is lost and seek ways to reduce expenditure where possible.
• Report on achievement of monthly cost control targets.
• Governance, Policies, Procedures and Reporting
• Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
• Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on
• resources, cost and productivity
• Work consistently according to standards of accuracy, deadlines and formats
• Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
• amendments, as well as MTN standard operating procedures
• Collate and prepare relevant revenue information and sales data as required
• Where required, set up and participate in operational and tactical meetings
• Continuous Improvement
• Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
• class.
• Assess, develop, propose and implement new models and structures for delivering required results and service experience
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
• teams
• People Leadership /Management
• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence
• management
• Act as an ambassador for the team by living the values and vital behaviours and changing and influencing employees’ behaviour

Qualifications

• 3 year Degree / Diploma in Commerce
• (Marketing / Communication) or related

Experience

• Minimum of 5 years’ experience in an area of specialisation with experience in supervising/managing others
• Experience working in a large organization
• Experience in the telecommunication industry, advantageous
• Worked across diverse cultures and geographies is advantageous
• Experience in platform and channel management
• Experience in managing multiple projects, with competing resources and priorities

Skills:

• Must have a strong sense of entrepreneurial spirit and ownership of projects
• (Computer Sciences, Analytics & Marketing)
• Fluent in English
• Knowledge of online products and relevant sales tools and processes
• Design thinking, Agile Certified & Service Design and any other relevant certification / accreditation / membership with professional body(ies) may be advantageous

Required Skills

• Design thinking, Agile Certified & Service Design
• Knowledge of online products and relevant sales tools and processes
• entrepreneurial spirit and ownership of projects