Senior Specialist: Over The Top Video Consumer at MTN

Key Deliverables

The SS:OTT will be accountable to achieve the following objectives:

Strategy Development and Implementation

• Support and contribute to the development of the functional strategy in line with the overarching business goals
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Conduct regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem

Governance 

Strategic Meetings

• Participate and provide input in strategic meetings
• Perform evaluation baseline of key performance indicators (KPIs)
• Request for relevant budget for internal projects and new initiatives
• Facilitate preparation of proposals on change initiatives, policies and procedures

Escalations

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

Function Tactical

• Review all projects initiated (internal or global)
• Prepare objectives, targets and budgets for OTT Video as applicable
• Review key risks, issues and dependencies and set mitigation actions
• Facilitate in sign-off / making decisions regarding tactical changes

Performance

• Monitor performance and alignment with MTN SA and Group strategy
• Ensure alignment between across other functions within the Group Digital team 

Reporting

• Report on a periodic basis to the Reporting Manager relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required

Budgets

• Manage functional budgets in line with overall business objectives
• Manage project initiative budgets in line with business objectives
• Ensure that the cost of operations are reduced, in line with a least cost operating strategy stemming from the business driver

Operational Delivery

Strategy & Planning 

• Align OTT objectives for the relevant segments with overall strategy of the Digital and Direct Marketing function and with International trends
• Develop the strategy to bundle subscriptions from major international OTT services with MTN Products. 
• Work with internal business stakeholders and the broader Consumer and Residential teams in the development and execution of premium video bundles with MTN products
• Develop propositions with Consumer and Residential teams that drive customer acquisition, retention on the network as well as drive data adoption and data utilisation. 
• Be the Single Point Of Contact (SPOC) for negotiating and managing complex projects with leading international OTT providers
• Collaborate with respective Digital Product Managers and counterparts with Partners and Group
• Drive best practice, continuous improvement and innovation at process and procedure level for Video 
• Analyse new international streaming and bundling innovations as well as partnerships between other telcos and leading OTT entertainment services
• Find innovative new video initiatives and capitalise on opportunities
• Ensure that MTN maintains a position as a world class leader in video products and services 
• Develop and manage the Video innovation strategy, roadmap and product portfolio mix, in alignment to the MTN SA and Group strategy and roadmap.
• Benchmark best practises in the digital Video environment

Content Management 

• Lead the development of the OTT Partnership portfolio by ensuring OTT partners are sourced and launched on the relevant MTN service delivery platforms and through relevant channels 
• Negotiate complex agreements with the leading OTT players in the market.
• Ensure thorough research is done on various entertainment services in order to source the optimal video content
• Ensure the right content is sourced for the right markets 
• Oversee bundle aggregation, where applicable
• Lead the creation and management of a OTT partnership calendar and strategy that covers all MTN related touch points
• Work with OTT partners to ensure that MTN can create marketing campaigns that are in sync with release of tent pole content in the market 
• Ensure collaboration with Online Digital Channels team to ensure alignment and synergy of content across video touch points
• Engage with Group Digital Product Managers for OTT and Business Development to manage video related content for both Global and Local video content
• Engage with Group Digital Product Managers for OTT and Business Development to receive global video-related insights, new products and gain Group insights with respect to video and associated partnerships and alliances

Process and Procedure Effectiveness

• Lead the defining and monitoring of the execution of bundling management processes and procedures for MTN operations
• Oversee the implementation of premium OTT partnership management processes and procedures and ensure they are aligned to the set operational framework for MTN SA and Group
• Ensure improvement of existing processes and procedures to enhance effectiveness, efficiency and performance

Quality Management 

• Oversee and ensure the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines around Video 
• Lead the establishment and maintenance of quality/process standards in relation to bespoke OTT partner integrations that will enhance the customer experience and cost efficiency
• Ensure standard operating procedures are adhered to
• Communicate the consequences of not maintaining video quality/process focus 
• Manage the improvement of video channel processes and procedures where the quality of work may be improved

Customer Satisfaction 

• Ensure alignment service delivery to changing needs of the business and markets
• Ensure customer needs are understood and develop and fine-tune initiatives accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Initiate change to continually improve all aspects of service delivery 
• Drive continuous improvement as an important element of service delivery
• Ensure trends and patterns pertaining to customer requests and needs are identified to continually improve all aspects of service delivery

Supervisory / Leadership/ Managerial Complexity 

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Evaluate and assess people performance
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Deploy and redeploy resources to get the work done 
• Build and enforce a customer-centric approach
• Build talent by identifying and developing new leaders for the respective environment
• Assist with employee relations and collaborative teamwork
• Manage Employment Equity and diversity
• Coach and guide subordinates 
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise 
• Display insight into leadership style and how it impacts on performance positively and negatively 
• Possess and develop the insight and flexibility to adapt to different situations 
• Manage boundaries that separate units to optimize workflow
• Live the MTN Brand – changing and influencing employee behaviour

Ways of Working 

• Leading by Connecting: Connect people; stimulate collaboration and growth in teams across functions, operations and different cultures. Share experience and knowledge that leads to a learning organization, creating sustainable expertise which drives the development of people and innovative products, 
• Leading by Delivery:  Anticipate situations and take initiative to overcome them. The result is a swift and on time delivery of qualitative and quantitative results.
• Leading by Vision: From analyzing the situation inside and outside the company and seeing opportunities until communicating the vision of the company including new ideas for sustainable business strategies, products, services and ways of working. The end result is an inspiring vision on how to succeed in our markets with our consumers in the center. 
• Leading by Change: From embracing change until leading and facilitating the implementation of change and handling of resistance for senior people. The end result is an on-time implementation of change projects and actions while maintaining a high level of motivation and commitment.
• Leading by Owning:  Take responsibility for own results as well as for company results and values. Stimulate this attitude in others, make co-workers accountable. The end result is pro-activity, creativity and motivation: capable people who take ownership.

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum of 4-year tertiary degree (Bachelor of Science, Engineering or related field)
• MBA or Masters (advantageous)

Experience:

• Manager track record of 10 years or more; with at least 3 years’ experience in telecommunications, digital marketing, digital product management, content management 
• Minimum of 4 to 5 years of Management experience  
• Existing relationships with leading local and international tier 1 OTT partners
• Experience in video, music or gaming product categories will be advantageous
• Hands on experience in managing and implementing digital products and initiatives
• Deep understanding of the digital ecosystem, players, business models and industry related best practices.
• Understanding emerging markets advantageous
• Pan Africa multi-cultural experience is advantageous
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• Attitude of Innovation, inventiveness and thought leadership
• Abreast of global mind-set and best practice
• English speaker but other official languages a plus 

Competencies:

Functional Knowledge: 

• Value Added Services
• Digital content, media and/or applications
• Video Product and Content Management 
• Digital marketing

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

Behavioural Qualities

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

Authorities

• As per MTN DOA

Collaboration (Formal and Informal Relationships)
Responsibility towards:   

Key external stakeholders: External contractors & partners 
Key internal stakeholders:    

• GM:  Digital Services  
• Digital Solutions team in IT
• Online Digital Channels Team 
• Group Digital Team
• Consumer Business Unit
• Digital CEX and Operations Team
• Business Verticals in MTN