Specialist - CVM Postpaid Operation.Consumer Post Paid and Home at MTN

Job Description

Mission/ Core purpose of the Job:

• The Campaign Operations specialist is responsible for the end-to-end coordination, implementation, execution, control and measurement of CVM campaigns within agreed time, budget and quality.

Responsibilities

• Context: (Global influences, environmental / industry demands, organisational mission, etc.)
• Highly dynamic and fluctuating Telecommunications industry
• Within the legal, regulatory and commercial environment of South Africa
• Highly competitive market with new and established competitors
• Fast moving industry
• Context changes in terms of technology advancements
• Legislative changes
• Changes in consumer behaviour
• Shortage of skill
• Maturing market with very high levels of churn

Key Performance Areas:

Task Complexity:

• Input Into Operational Planning 
• Support the end-to-end configuration and management of the Campaign Management Systems (CMS) and related functions. 
• Ensure that CVM Campaign systems, tools and services meet the business objectives and strategy.
• CVM Systems, tools and services should be evaluated against the operations strategy to identify any functional and capacity constraints based on the business plan for the year.
• Integration of the campaign tool with relevant systems
• Coordinates enhancements as per the planning document
• Ensure the successful deployment of any required functional and capacity upgrades to CVM systems, tools and services on time within the required quality standards.
• Provide key input in to the operations strategy and assist in defining customer retention, development and Upsell business logic.
• Ensure the successful implementation, automation and deployment of this logic into systems and tools.
• Define and deploy appropriate dashboards to monitor customer and financial performance KPIs.
• Ensure the seamless/automated availability of information related to CVM engagement initiatives.
• Support the CVM leadership in achieving divisional goals and commitments.
• Research and consider best methods, local conditions, trends, as well as competitor activity.
• Contribute towards continuous improvement and innovation at process and procedure level. 
• Recommend ways to exploit new opportunities to grow the business further.
• Assist in identifying innovative ways to use minimum resources to achieve maximum outputs.
• Extract and analyse Customer data using SAS and/or Oracle.
• To liaise with vendors (technology and/ or marketing agencies) regarding operational service delivery.

CVM Program Implementation 

• Assist with the tasks required to successfully develop and execute CVM initiatives.
• Enable the Commercial CVM team through planning, design, monitoring and reporting of CPM campaigns participate in entire campaign management process
• Extract, analyse and/ or transform data in preparation of campaign execution and post campaign analysis
• Perform Campaign extraction, execution and post campaign analysis.
• Ensure and deliver correct debriefs towards (external) parties on detailed implementation – Customer Management, distribution and fulfilment parties etc.
• Design and / or facilitate the content / creative for direct campaigns, ensuring the utilisation of appropriate channels and alignment with above-the-line campaigns.
• Report on campaign success against pre-defined criteria
• Manage contact strategy and regulatory requirements
• Project Management 
• Provide frameworks for projects and tasks.
• Define and assign work to be done.
• Control, manage and monitor all logistics.
• Plan the implementation of the chosen action in terms of activities, resources, timelines, follow-up dates, etc.
• Monitoring of the effective solution.

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.
• Ensure 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.

Reporting

• Identify and prepare 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.

Quality Management

• Input into the development of processes to continuously identify quality constraints and improve on re-occurring problems.
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures. 
• Understand the quality standards of the job and the reason for these standards and communicate these reasons to others. 
• Understand and communicate the consequences of not maintaining quality focus. 
• Identify processes and procedures where the quality of work may be improved.
• Analyse situations and take necessary action to ensure quality is maintained    .

Supervisory / Leadership / Managerial Complexity:  

• Set boundaries within which service providers will operate.
• Monitor execution of projects.
• Actively manage non-delivery.
• Enforce a customer-centric approach.
• Develop supportive relationships and encourage a team spirit.
• Communicate actively and effectively resolving any potential conflicts that may arise and sharing and providing relevant information. 
• Live the MTN Brand – change and influence employees behaviour.

Role Complexity:  

Lateral Dimensions:

• Creativities (improvement/innovation inherent)  
• Implementation of CVM initiatives – working closely with relevant business units and stakeholders.
• Ensure efficiency and effectiveness in information dissemination and related operational functions.
• Apply market research in an optimal way to continually improve processes and procedures.
• Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage.
• Recommend innovative solutions to enhance MTN SA performance.
• Explore innovative ways to enhance the Customer Lifecycle.
• Define and exploit opportunities for designing relevant CVM initiatives and projects.
• Establish sound relationships with other business areas. 
• Keep abreast of customer needs and insights to inform value propositions. 
• Strive to automate processes and procedures wherever possible.
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage.
• Recommend creative and innovative solutions to enhance MTN performance.
• Encourage continuous service improvement.
• Vulnerabilities (control span)
• Limited resources.
• Evolution of technology.
• Fluctuations in the market.
• Competitive activity.
• Reliance on the stability and availability of systems.
• Ineffective support from key stakeholders. 
• Customer dissatisfaction/misaligned needs.
• Non-achievement of turnaround times.
• Inappropriate processes resulting in delayed service to clients.

Collaboration:  

Responsibility towards:  

• Direct reports: None
• Matrix reports: None
• Key customers: Segment Managers, Sales Channels, Commercial CVM and Customer Services 
• Key suppliers: CSSO; Technical areas; Segment Managers; Marketing Support, Brand & Communications; agencies
• Relations, etc.: Brand and Communications; Marketing Support; Customer Segments; Business Segments; Products and Services

Discretionary Space:

Independent thought and Judgment:

• Ability to implement CVM campaign initiatives and effectively manage the operational issues that may arise.
• Alignment with CVM leadership guidelines and requirements
• Implementation of CVM campaign initiatives as per the approved plan.
• Dissemination of information.
• Resolution of queries and problems. 
• Management of the campaign systems

Authorities:

• As per delegation of authority.

Qualifications

Minimum Requirements -

Education:

• Bachelor’s Degree or 3 years tertiary Business qualification

Experience:

• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization

Training:

• Products and Services
• Systems training
• Compute training
• Network training
• Project Management
• Business Analysis
• Legislation 
• SAS
• Oracle

Competencies

Head - Big Picture Focus (20)

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver -  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager -  Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder  -  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)

• Results Achiever -  Produces sustainable commercial results through ethical practices Operationally Astute - Sets priorities, plans, organizes and co-ordinates work to deliver the highest commercial returns    

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)

• Standard
• Valid driver’s licence

KPA Quality Standards

• Must meet project timelines.
• All CVM initiatives to comply with brand values. 
• Ensure the effective and efficient delivery of relevant CVM initiatives.
• Timely reporting and the accuracy thereof.
• Dissemination of information.
• Quality of market and intelligence.
• Timely and quality performance reports.
• Timely and quality Product Specifications, Terms and Conditions and promotional documents.
• Contribute toward business planning.
• Data Extraction, Monitoring and reporting on CVM initiatives.
• Dissemination of information and customer insights.
• Support CVM leadership to deliver on projects.

Apply Before: 06/27/2025