Senior Specialist - Partnerships Commercial Operations SA at MTN

Job Description

• Mission/ Core purpose of the Job: (Short description)
• This role involves positioning and promoting the company Mobile & ICT value proposition, leading account managers in the development and expansion of opportunities, and reinforcing existing relationships. Involves execution of the sales strategy and tactics that maximize the company opportunity within the customer environment.
• Context: (Global influences, environmental / industry demands, organisational mission, etc.)
• Fast moving industry with constantly changing business requirements and technologies
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications and ISP industry
• Total customer experience for MTN brand
• Constantly changing enterprise and market needs
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

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

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

• Driving profitable Growth for MTN Business
• Develops and executes sales strategy and tactics that maximize the company opportunity within the customer environment.
• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue and achieve current year SOV and Revenue Targets
• Ensure maximisation of existing contract values by increasing wallet share
• Maintain customer base by ensuring client issues have been taken care of
• Reduce churn
• Expand product offering to more customers
• Sell more value-added products into customer base
• Acquisition of new logos based on market opportunities and reduce churn in our base
• The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
• Along with sales planning, this position is responsible for accurate sales forecasting.
• He / She must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
• He / She must be able to 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 & ICT customers.
• Build relationships within all layers of these accounts.
• Sales planning including developing and execution of business plans, as well as tracking of milestones.
• The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
• Will manage a Team of account managers
• Focus on providing exceptional Client Experience
• Ensure delivery of exceptional client experience
• Conduct regular surveys to monitor Client satisfaction
• Ensure a good customer experience at all times
• Assist and resolve billing issues
• Assist with customer call tickets
• Assist with internal departments ensuring a good overall customer experience
• Ensuring a Culture of Operational excellence
• Planning and Delivery of a business plan
• Alignment of all Sales activities undertaken in the unit
• Achieve forecast accuracy
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Implement the action plans from the Sales strategy and ensuring efficiency of process in all areas
• 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 strategies for 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
• Ensure that all requirements are met with both customer and operational needs
• Analyse and interpret all data that interfaces directly with the division and report to the GM
• Define the development of communication objectives and plans for the Sales function that touch all point of the business
• 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
• Feedback on any Client issues as soon as they arise and resolve
• Process and Procedure Effectiveness
• Ensure that workflow continues without interruption
• 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.
• Manage all risks that could be Client affecting
• Manage Sales Team
• Build and maintain team to deliver on set targets and objectives
• Enable sales through internal operations by ensuring internal stumbling blocks are removed.
• Manage human resources effectively
• Motivating and developing Account Managers, Engineers and Presales staff is key in this role.
• Instilling appropriate Employee Excellence
• Achieve results by using performance management and incentives
• Create an open-door policy to ensure an efficient climate
• Treat everyone with respect and equality
• EnsuEnsure 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
• Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
• Responsible for the management of a team which operates in a diverse environment
• Manage the department appropriately, ensuring that managers monitor attendance/absenteeism, adherence and log in time, quality, team productivity
• Ensure that the structure is functional, optimized and fully utilized relative to available resource
• Ensure that teams are optimally sized and staffed and manage and motivate performance
• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the KPAs and KPIs to be cascaded through the department and clarify roles at various levels to match the level of expertise and results required by the business.
• Agree on performance standards
• Evaluate, assess and track performance to ensure that targets are achieved
• Coach, guide and motivate subordinates
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance
• Build employee relations and collaborative teamwork
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Have the self-insight and flexibility to adapt to different situations
• Manage boundaries that separate units in order to optimise workflow
• Role Dependencies: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
• Interacting with all stakeholders internally & externallyre pro-activeness from employees
• 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
• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
• Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
• Alignment of operations to best practices and standards
• Define improvement opportunities and initial schemes for customer experience enhancement
• Articulate and implementation of improved efficiencies in business processes
• Integrated service provision to other departments
• Build brand credibility
• Apply market research in optimal way to add as much value adds as possible to other areas of the business.
• Constantly identify new and innovative ways of enhancing operations, setting benchmarks which will roll out into other areas of the business
• Deploy and redeploy resources in the most effective way
• Encourage continuous service improvement
• Implement cost-saving activities
• Motivate staff through innovative interaction
• Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position. Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
• Economic
• Resources
• Ineffective support / resistance from key stakeholders
• Integrity of MTN operational data
• Budgetary constraints that impact on strategies that are being devised
• Changes in South African regulatory environment
• Customer dissatisfaction
• InapprMinimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• Minimum of a 3-year Degree / Diploma in Commerce (Financial /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 medium to large organization
• Minimum 5 years experience in managing, leading sales account teams.
• Minimum 5 years leading a sales team with set targets in the telecommunications space
• Sales experience withintelecommunications 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 teaming environment.
• Requires understanding of 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.