Specialist - Engagement and Internal Communications Group Human Resources at MTN

Key Deliverables

The Specialist: Engagement and Internal Digital Content will be accountable to achieve the following objectives:

Governance 

• Strategic Meetings
• Provide input into strategic meetings when required
• Provide input to enterprise-wide transformation initiatives when required
• Provide input to and ensure adequate risk mitigation and controls
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Provide input into the preparation of proposal on change initiatives SLA, policies, and procedures

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery
• Escalate issues that will result in significant time, scope, employee/client, or cost impact if not resolved

Functional Tactical

• Provide input into all projects initiated (internal or global)
• Provide input in establishing project objectives, targets and budgets for the Engagement and Internal Communication function 
• Identify and document key risks, issues and dependencies and set mitigation actions
• Ensure adherence to budgets
• Prepare documentation required for sign-off / decision making regarding tactical changes

Performance

• Ensure execution in alignment with the functional strategy
• Provide input into the SLA approval and exception performance review

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

Operational Delivery

• Manco Employee Engagement
• Assist in the identification of high impact technologies, platforms and channels to support internal communications, with the objective of improving reach, influence and acceptance of their respective work products
• Assist in customisation and deployment of global engagement plans, programmes and initiatives at Manco
• Identify employee motivation factors and advise management on relevant engagement drivers, to help design effective engagement programmes for Manco
• Track adherence to engagement principles and adoption of engagement programmes, and develop corrective actions for non-compliance
• Monitor effectiveness of various channels and provide recommendations on high-impact channels that may be used to engage with employees at Manco (including but not limited to digital-enablers, platforms, mobility, and social media channels) 
• Create and update the employee engagement calendar for Manco, in alignment to global engagement calendar 
• Assist in hosting/coordinating/facilitating events, programmes, interventions, and communications for employee engagement initiatives in Manco
• Assist in the conceptualisation and deployment of internal communication interventions to improve participation in the Global Pulse Survey/Group Culture Survey and audits
• Conduct and report on timely engagement impact assessments, key metrics, GCA/GPS survey results and direct action plans for improvements/enhancements/course corrections
• Coordinate and liaise with appropriate third-party teams for Manco-related engagement initiative rollouts 
• Assist team management in developing Executive/Management dashboards and reports on the performance and outcomes of engagement initiatives deployed at Manco
• Global Internal Communication
• Provide inputs into the Global internal communications and branding strategy and plans, considering specific in-country factors, organisational change history and other relevant factors
• Support development and optimisation of global internal communication platforms, technologies, and tools to communicate to multiple audiences through a variety of channels (including but not limited to print, web, face-to-face, video, and interactive social tools)
• Support development and implementation of digital strategy and roadmap for global internal communication, aligned to MTN Group’s vision and strategy 
• Utilise emerging communication technologies / digital visual aids / mobile and social media platforms to enhance the usage, viewership, adoption, and overall impact of internal communications
• Create segmented and personalised communication through internal profiling and segmentation techniques, targeted/preferred channels, content toolkits, use of specific multi-modal mediums (digital/visual aids/posters/screens/apps etc.)
• Create content and design for MTN’s global publications, announcements, newsletters etc. across various digital/electronic channels.
• Proactively generate, write, proof-read, and edit editorial content to be used on all MTN Group communication channels
• Support implementation of internal communications projects across Manco and Opcos, in conjunction with Regional Talent Partners.
• Assist in designing global internal communication and branding enablers such as digitally enabled Global toolkits/high-impact design approaches/editorial styles/image libraries/approved multi-format content channels/social-media management/ multi-media digital campaign management kits / leadership communicator toolkits and so on
• Assist in developing global feedback mechanisms and channels to report on communications effectiveness 
• Provide administrative support for roll out of surveys to assess impact of internal communications
• Analyse effectiveness of various MTN communication initiatives and provide recommendations for continuous improvement
• Develop and assist Group HR Teams in creating high impact communication for corporate programmes, project implementation and change management initiatives
• Monitor and ensure all internal communication is culturally sensitive, creative, of the highest quality, is compelling and aligns with the values of MTN
• Draft content and scripts for senior Group executive communication 
• Draft appropriate internal communication response to crisis situations which affect organisational perception and reputation, in consultation with management
• Ensure alignment and consistency in communication and messaging with the guidelines by the External Communication team

Content Development 

• Write, edit, produce, and publish content for intranet, apps, blogs, videos, internal social media posts/campaigns, email, podcasts, etc.
• Use knowledge of content development to create digital content that motivates, inspires, educates, informs, and provides information across various internal/employee facing digital platforms
• Use editing, content management and HTML (or related) skills to publish and edit content across various digital platforms
• Be a talented and versatile copywriter, with great organisational skills and an understanding of how to build communities 
• Short-form copywriting, editing and creative ideation
• Adhere to how we communicate across multiple digital platforms
• Collaborate with the design team to deliver concepts and ideas for creative campaigns, big and small, with a strong focus on audio-visual creation
• Support the management of internal social channels namely Yammer/Facebook Workplace and WhatsApp/Ayoba
• Support the management of traffic for design requests
• Support the creation and execution an internal/enterprise social media strategy
• Collaborate with the digital marketing team on promoting content and campaigns internally, as, and when needed. 
• Research new trends and opportunities
• Comply with and contribute to the monthly content calendar
• Ensure we distribute content timeously and don’t miss key days or opportunities

Ways of Working and Collaboration 

• Collaboration with the Global Employee Experience Vertical for alignment of global communication and engagement strategies with local initiatives at Manco 
• Participation in discussions with Regional Talent Partners for customising and supporting implementation of global communication strategies at Opco 
• Collaboration with Manco Business Talent Partners in driving alignment of key business communications with the established guidelines
• Participate in discussions with senior executives on drafting employee communications
• Collaboration with relevant Manco Departments (e.g., Manco IT Team) required for implementing engagement platforms, technologies, etc. in Manco
• Collaboration with Global HR expertise verticals to ensure that global and Manco communication developed by HR expertise verticals is aligned to global content copyright principles and design standards
• Collaboration with Group IT team and third-party technical teams for development of internal communication related channels and platforms
• Research and identify best practices and market trends on Internal Communication and Engagement solutions for sharing with Business and HR functions

QUALIFICATIONS

Education:

• Minimum of 3-year tertiary diploma or degree (specialisation in Communications/Journalism/Marketing/as appropriate)
• Relevant certification / accreditation / membership with professional body in areas relating to Corporate Communications, Digital Marketing, Internal Branding, and employee engagement, would be an advantage

Experience:

• Minimum of 2 years’ experience in corporate communication, journalism or digital marketing  
• Telecommunications, digital services, news media, agency  or technology industry experience
• Experience working in a small to medium organisation