Available Jobs at MTN

Responsibilities
Planning and Operations Leadership

External Communications and Content Management

• Provide content strategy for MTN SA across the operating companies
• Identify key strategic issues and conceptualize content that is appropriate for the both internal (MTN SA) and external stakeholder to positively position the MTN Brand
• Set up and provide direction, guidance to MTN Communication Champions in the MTN operations and within MTN SA to be ambassadors of the Corporate Affairs department in telling stories which will end with the generation of group-wide content;
• Manage MTN Group publicity campaign and determine the appropriate platform which will give MTN SA positive publicity and PR mileage.
• Manage the different communication mediums and tailor content for use on the various mediums, including portal websites, media platforms and social media, presentations, speeches.
• Proactively generate, write, proof-read and edit content to be placed on all MTN SA communication channels
• Produce and update MTN SA company profile which will be use in the different platforms.
• Provide writing services to all internal business units, in particular Corporate Affairs, Human Resources, Marketing, Innovation and Commercial, Group Company Secretary, Technology, Finance (Investor Relations) etc
• Assist and supervise subject matter experts in writing their own content.
• Communicate with multiple stakeholders on content and stories aimed at telling the MTN Story.
• Develop an information management system including MTN SA archives and track MTN SA milestones for archival purposes
• Communicate with multiple stakeholders on content and stories aimed at telling the MTN story.
• Provide editorial contribution and distribution of memo’s, circulars from the offices of the Executives.
• To take full accountability of MTN written content by external sources and continuously evaluate their contribution.
• Responsible for researching communication needs, addressing attitudes, determining shifts in attitudes, recommending policies and initiatives and then measuring the effectiveness of these initiatives

Continuous Improvement

• Keep abreast of international best practice, technologies and industry trends.
• Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
• Maintain an understanding of related systems in order to develop integrated systems and processes.
• Keep up to date with new products and services and their impact on MTNSA
• Understand and take cognisance of emerging markets and plan accordingly

Budget Management

• Forecast, plan and develop budgets that provide MTN with return on investment, and seek required approval thereof
• Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets

 People & Culture Management

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• 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 Corporate Affairs and Sustainability team by living the Brand values and vital behaviours and changing and influencing employees’  behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organisation. Build the Company’s brand to be the employer of first choice
• Commitment to good governance and clean audits on all governance requirements.

Qualifications
Education

• Minimum of 4 years Communication, Public Relations, Marketing or related degree
• MBA or Masters in relevant field of study (advantageous)

Experience

• Minimum 8 years experience including experience:
• In a  Public Relations/ External Communication role
• Experience working in a global/multinational enterprise /FMCG 
• understanding  of emerging markets
• In managing staff
• Knowledge of consumer data analytics, management,  and platforms in a Techco environment
• Experience in continuous improvement through the implementation of best practices
• Understanding of emerging markets

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Job Description

• The Purpose of the role is to provide technical support to supersonic customers and contact centre agents with the aim to resolve all technical issues escalated to level 2 within SLA. Proactively monitor supersonic network performance and uptime. Effectively and efficiently handle escalations with customers, internal stakeholders, FNO’s and ISP’s. Accept warm transfers, assist Contact Centre Agents assist walk-in customers and when required to, join the contact Centre queue if the call volumes spike.

Responsibilities

Key Performance Areas
Task Execution 

• Work in a team environment to support end user clients
• Maintain a high degree of first-time resolution for all support queries
• Provide remote and telephonic support
• Coordinate Internal and external field support
• Provide standby support on rotation with the team

Support:

• All assigned customer support related tasks
• Fault Resolution – Layer 1,2,3
• Troubleshooting:
• Internet connection faults
• IP Telephone connection and call quality
• Monitoring of Fibre Network 
• Setup and troubleshooting of Email
• Trouble Ticket Management
• Trouble shoot on 3rd Party Networks
• Troubleshoot with Supersonic Core
• Dispatch and support Field Technicians 

Network:

• Document Customer network details
• Install / manage customer networks – VoIP; GPON; Layer 3 Routers
• Monitor to ensure uptime of customer network elements
• Allocate / configure IPs to customers.
• Monitor uptime of all customers
• Monitor quality of service (quality of calls) to all customers
• Monitor, report and restore last mile links
• Basic office network / test bench management 

Documentation:

• Keep technical support guides updated with new problems / scenarios.
• Keep all customer documentation up to date
• Write Guides for other users. Internal and external to Clear Voice
• Document System Changes and any other new systems.

Knowledge

• Understanding of Fibre technologies and related problems
• Understanding of LAN and WAN Network topologies
• Understanding of Wi-Fi technologies – Configuration (Including Encryption and Authentication) and Troubleshooting
• GPON Fibre Network Knowledge
• Knowledge of Cat5 Cabling
• IP Phone knowledge
• Mikrotik knowledge
• Hosted PBX interface knowledge
• Oracle CRM Experience 
• Router Configuration and Troubleshooting
• Basic SIP knowledge 
• Remote and Telephonic Troubleshooting
• Basic IP networking; subnetting; routing; NAT; port forwarding

Qualifications

Education

• A+, N+, ITIL and CCNA
• IT Diploma or related - Advantageous 

Experience

• Minimum of 4-5 years’ experience in area of specialization (IT\Technical)
• Experience working in an ISP environment 

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Job Description

• To drive the growth of the Dealer Channel by increasing the quantity and quality of sales, fostering strong dealer relationships, and ensuring exceptional performance through effective collaboration and support.

Responsibilities

Key Deliverables:

Sales Growth and Strategy:

• Implement regional operational strategies to gain and maintain market share.
• Create and execute account plans to achieve sales targets for the designated portfolio of accounts.

 Dealer Relationship Management:

• Build and maintain strong relationships with dealers
• Provide feedback and support to dealers to enhance their sales performance.
• Seek feedback from dealers and continuously improve support and service standards.

 Dealer Development and Support:

• Identify and facilitate training and development opportunities for dealers.
• Provide coaching and motivation to dealers to achieve their sales targets.
• Resolve issues and provide solutions to support dealer success.

 Operational Excellence:

• Ensure compliance with operational processes and procedures.
• Provide input into demand forecasting and consolidate key information into meaningful intelligence for submission to the Sales Manager.
• Monitor dealer performance and report on achievements and areas for improvement.

Performance Management:

• Report on the performance of the dealer network, highlighting achievements and areas for improvement.
• Actively manage dealer performance, providing guidance and support to address any issues.
• Ensure alignment with company objectives and compliance with company principles. 

Qualifications

Education

• Minimum 3-year diploma or degree in relevant field,
• Fluent in English

Experience:

• Minimum 3- 5 years of experience in the telecoms industry
• ICT Experience is preferable.
• A solid sales track record (performance against target)

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Responsibilities
Operational Processes

•  Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
•  Report and escalate problems through to authority for advice or assistance with required urgency.
•  Prioritise work to ensure WEEKLY & MONTHLY deadlines are met.
•  Ensure workflow continues without interruption.
•  Follow clear and straightforward procedures and instructions to find practical solutions to problems.

Debtors Management

•  Perform all relevant tasks within ENTERPRISE & CORPORATE Collections that support the collections’ objective 
•  Daily Liaison with the Banking Team to allocate Portfolio Cash
•  Weekly Liaison with Billing team to reconcile package disputes & differences
•  Handle disputed accounts and negotiate with customers to bring payment in line with terms.
•  Timely engagement of customers on default payments.
•  Daily handling of diaries, PTP’s, PAR’s, etc.
•  Drafting & issuing of Dunning Letters (1st Letter, 2nd Letter, Final Demand & Legal Handover)
•  Drafting & issuing of unallocated letters to Customers to clear unallocated accounts
•  Internal alignment with the Business Unit on Key Customer Defaults 
•  Suspension of arrears customers with no disputes
•  Full accountability that all accounts allocated is actioned monthly and is collected on.
•  All engagement with customer to be documented with clear and accurate notes on system.
•  All arrangements made for payment must be done within delegation and policy.
•  Ensure Customer contact is recorded and diarized for effective follow up
•  Ensure that resources of time, skills, equipment, and materials are neither wasted nor misused.
•  Prioritise work to ensure daily, weekly & monthly deadlines are met.
•  Escalate problems and queries beyond your control & remain abreast till conclusion
•  Negotiate settlements with Customers & document via ACKNOWLEDGEMENT OF DEBT
•  Hand over relevant bad debt accounts to pre-legal for collections.
•  Prepare and process monthly write-offs.
•  Attend to liquidations, sequestrations and administrations on pre-Legal advice
•  Positively impact cash flow by ensuring the accurate and timely processing of payments of accounts receivable.
•  Accurate allocation of payment to invoices as per remittance received within the billing cycle to ensure accurate customer billing and accounting records.
•  To handle disputed accounts and negotiate with clients to bring payment in line with terms.
•  Produce regular and accurate reconciliations for customers and ensure that payments are affected.
•  Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
•  All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
•  All communications to customers with attachments must be stored centrally for access to business and ensuring that customer records are kept up to date.
•  All arrangements made for payment, PTP’s, etc. must be done within delegation and policy
•  Debtor’s days must be managed within the agreed targets.
•  Provision of doubtful debt, disputes, etc. must conform to policy and MTN standards.
•  Forecast to be raised weekly & Monthly
•  Maintain relationship with the BU for Query resolution at Account Management level
•  Reconcile Statement Accounts as per customer requests & missing payment

Customer Service

•  Ensure that customer queries are resolved within agreed SLA’s, TAT’s and set guidelines.
•  Attend to walk-in customers to speedily resolve outstanding queries so that payment is made.
•  Arrange Face to face meetings with customers to resolve complex disputes
•  Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
•  Escalate unresolved queries timeously.
•  Deliver first time right service excellence and display the MTN brand values to customers during all customer interactions.
•  Responsible for escalation and feedback to customers on all issues and matters raised.
•  Maintain customer confidentiality at all times.
•  Liaise with customers to ensure client expectations and service levels are being adhered to regarding billing and maintenance of accounts 
•  To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Reporting

•  Compile and prepare accurate and quality reports on Top 20 Value & Top 20 arrears
•  Generate reports from the system related to age analysis, cash collections,
•  Prepare Portfolio Forecasting 
•  Prepare Provisions report
•  Prepare Disputed accounts
•  Prepare Bad debt Handover accounts

Quality Control and Standards

•  Reduction and elimination of fraud by ensuring verifications processes and procedures are adhered to.
•  Ensure resolution of queries end to end and deadlines are met.
•  Adhere to quality and operating standards and primary controls, policies and procedures.
•  Query resolution and customer requests to be done accurately and keep customer details and account records up to date.
•  Ensure customer experience is achieved as per the NPS deliverables and within agreed targets.
•  Customer engagement in all forms must prescribe to business standards and professionalism to minimise bad debt and where possible rehabilitate customers.
•  All customer requests must be actioned within the agreed SLA and TAT with absolute accuracy at all times.
•  Promises made to customers and colleagues must be delivered on and completeness of all transactions must be adhered to at all times.
•  Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible.
•  Engage in ad-hoc projects as and when expertise is required.
•  Alert recurring system problems to reduce credit note values.
•  Recommend ways to automate processes and procedures wherever possible.
•  Knowledge sharing to improve team competency.

Qualifications
Education: 

•  Minimum Matric
•  Certificate in Credit Management / Accounting
•  Diploma in Finance or collections or 
•  A national Diploma or higher will be advantageous

Experience:

•  At least 4-5 years’ experience in debt collection environment 
•  2-5 Year Financial intensive reconciliation experience (LARGE CORPORATE ACCOUNTS)
•  2-5 Year Financial intensive reconciliation experience (in EXCESS OF 500-1000 transactions)
•  5 Years Managing LARGE ACCOUNT more than R20m+ Book Value
•  Experience in dealing with 3rd Parties to resolve disputes
•  Experience in dealing with HODS, Executives & other key stakeholders
•  Computer Literacy - Experience at intermediate level - MS Office 

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Responsibilities
Key Deliverables

• The Manager EBU Collections is strong in debt collection core levers and operations, and hungry to dive into leveraging that knowledge to execute and deliver on existing and future strategies. Collections are a critical function of the MTN customers' journey so this individual will also be empathetic and focused on providing the best experience to all customers, regardless of their repayment situation.

Strategic Input

•  Strong leadership skills with an ability to motivate direct reports 
•  Setting objectives for the collections team that align with the department’s / organisations goals
•  Directly accountable for operationalising the strategic MTN collections and credit management related objectives and will drive performance and execution.

Operational Planning

• Proven ability plan strategically and set clear operational priorities
• Solid track record of improving processes, solving complex problems and monitoring process for accuracy and effectiveness
• Develop, implement and maintain systems, policies and procedures related to collections to ensure higher performance while adhering to companies guidelines.
• Monitor PPP execution and updates as and when required.

Operations and Service Enhancement

•    This position is highly visible and requires a strong leader with the ability to prioritize, plan, and direct the team.
•    Build a clear collections operating rhythm designed to deliver results while developing capabilities tied to process management and operating excellence 
•    Build operational rigor across the collections function, resulting in overall operating plan attainment – standardized work, performance metrics and operating rhythm
•    Apply lean thinking to improve processes and identify opportunities for digitization (leveraging existing capabilities, Self-Service, robotic process automation, etc.)
•    Establish consistent collections processes across multiple systems
•    Ability to lead, direct, train and manage team
•    Create a center of excellence to ensure collections processes are accretive to positive cash flow 
•    Monitor PPP execution and updates as and when required.

Credit Management and Risk Assessment

•    Drive adherence to Policies, Processes and Procedures 
•    Set targets and KPI’s for collections and drive the achieve these targets.
•    Ensure Optimal deal approvals within context of Regional and specific industry economic environment including deal structuring to enable revenue opportunity while protecting the credit risk of the company.
•    Assessing Customer behaviour to ensure accurate decision making on add on’s and upgrades
•    Overseeing Insurance requirement on Key Segmented portfolios
•    Liaise with stakeholders regarding data and required information on key accounts
•    Follow up on legal procedures and monitor the progress of handed over accounts
•    Monitor ageing of debtor’s books ensuring accuracy, reduced overdue amounts and collections levels maintained
•    Do forecasts on a weekly / biweekly and monthly basis
•    Manage the Credit Controllers, Credit Control Specialists and Supervisors: Credit Control and ensure collection of outstanding targets are achieved and the reduction of arrears is achieved
•    Manage all billing and accounting related issues and activities that interface with collections 
•    Manage collections cycle 
•    Ensuring Overdue letters, Final Demand Letters and Section 129 Letters are issued to overdue customers timeously 
•    Ensure management of guarantees
•    Portfolio credit risk management/ monitoring
•    Negotiating extensions with clients or write-off debt to minimize the company’s potential loss of income.
•    Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company.
•    Implement and re-engineer credit policies and procedures that retain a smooth running of the department and avoid excessive credit limits.
•    Oversee the processing of bad debt journals, refunds and assist Credit Controllers, Credit Control Specialists and Supervisors: Credit Control with accounts that are on hold.
•    Manage Claims process
•    Manage Business Rescue Companies not limited to Company Liquidations
•    Review credit limits for customers based on risk assessment. Review credit checks on all new and existing customers and re-assess these customers to minimize risk.
• Days Sales Outstanding: Ensure that the debtors’ collections are within the payment terms.
• Authorise Suspension of Key Customers and inform the various business Units
• Maintain bad debt, credit note provisions write-off within targets set by senior management.
• Implement account controls to ensure accounts are maintained within these credit limits. 
• Review account reconciliations on debtor accounts.
• Ensure adequate controls and TAT on processing of Early Settlement Discounts.
• Ensure agreed SLA’s are achieved and levels of service continuously improved especially for customer queries
• Implement controls to reduce the risk of fraud and error.
• Manage the Claims, Refunds, Payments Arrangements and Acknowledgements of Debt within DOA
• Ensure timeous clearing and allocation of cash and accurate execution of all banking related functions by the respective teams
• Ensure that the Credit Control team allocates the cash posted by the Banking team within SLA
• Recruit, hire, train and evaluate staff members within the collections department to ensure a sufficient number of staff members are available to handle the workload.
• Develop goals that complement the overarching business goals of the company and coordinate staff to continually meet and exceed goals.
• Manage strategies to hit portfolio targets, including but not limited to: incentives, training/coaching on negotiation, etc., call campaigns, account segmentation & prioritization, automated reminder messaging, testing new campaign approaches, and evaluating/creating business case for technology improvements.
• Authorizing of Debit Order Mandates
• Producing Monthly Debit Order Submissions timeously to Banking Department
• Define and improve Debit Order submission process to alleviate manual production of Excel Files. Conduct regular reviews of accounts receivable with the collections team to ensure that problem receivables are being properly addressed and uncollected accounts are escalated appropriately
• Remaining informed of any legislative procedural training regarding debt collection.\
• Training and mentoring of staff members in the collections department.
• Ensure alignment to legislative and regulatory requirements (NCA CPA)
• Ensure management of guarantees
• Manage inbound and outbound (predictive dialer, e-gain processes)
• Manage QA processes, Workforce Management and campaign management activities
• Manage involuntary churn and partnering with CVM to develop strategies to reduce churn
• Manage early and late-stage collections and EDC / other call centre partners 
• Manage an omnichannel collections approach
• Negotiating extensions with clients or write-off debt to minimize the company’s potential loss of income.
• Communicate with clients to build and maintain a strong working relationship and reduce the number of clients who stop working with the company.
• Managing Insurance related matters and credit within policy terms
• Manage the stock and warehouse processes as it relates to collections and credit management in Commercial
• Manage ISP (Internet Service Provider) extensively and hands on
• Manage RT15 (Key Portfolio) extensively, analytically and hands on.
• Manage Pre-Legal to External Debt Collectors (EDC’s)

Customer Experience Management

• The Manager is expected to perform all responsibilities with a commitment to providing superior service to customers and maintaining an atmosphere of teamwork and continuous      improvement. 
• Build and maintain strong relationships within and across departments and with internal and external clients
• Interface with field and sales management on resolving customer billing disputes, collection assistance and credit decisions
• Approve terms of settlement involving delinquent accounts when situations deviate from established parameters 
• Ensure lines of communication are always kept open between MTN and our customers

Reporting

•    Compile and analyze monthly management reports and use the information from these to improve on management processes.
•    Complete Segment reporting (RT15, ISP, IWS/ BULK, WDP and Pre-Legal)
•    Consolidate External Attorneys and External Debt Collectors reporting to the Business Unit
•    Complete Provisions reporting per Business Unit
•    Liaising internally with Risk & Compliance on report accuracy
•    Clearing of various GL’s and addressing unrelated items
•    Review reconciliations on debtor accounts and manage long outstanding reconciling items
•    Reconcile Accounts Receivables to balance to the various General Ledgers
•    Implement appropriate operational reports and analytics to monitor team performance (e.g. portfolio performance, open cash, DSO, collections, arrears etc)

Budget Management

•    Ensure departmental budgets are set appropriately in line with annual budget guidelines and operational requirements
•    Manage budget closely to ensure cost control and efficiency in operational costs and targets are met
•    Reconcile budget vs actual quarterly

Project Management

• Work with internal technology teams to define future-state accounts receivable system(s) and processes
• Ability to manage multiple projects concurrently
• 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 
• 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

Governance and Risk Management

• Strictly follow and ensure team compliance of relevant policies and procedures.
• Ensure effective Service Level Agreements strategies are in place to support the business.
• Implement proper controls and processes to minimise revenue leakage.
• Ensure proper controls are in place to manage financial and operational risks across the business. 
• Manage Internal and External Audit
• Closing of Audit findings & prevention of new findings
• Ensuring various approved PPP process are reviewed annually
• Re-engineering of outdated process to be in line with market standards 
• Act in accordance with the Delegation of Authority.

Financial Management

• Contribute to the compilation and management of OPEX budgets related to relevant functional activities.
• Assist in the forecasting, planning, and development of the department’s budget and business plans.
• Identify cost efficiencies and best practice related to functional activities.
• Manage expenditure in line with agreed budget. 
• Continuously strive to identify and eliminate non-contributory expenditure.
• Ensure Cashflow is accounted for daily from banking to reporting
• Take initiative of Cashflow generation outside the parameters of collection

Customer Satisfaction

• Ensure service delivery in line with needs of the business
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Identify trends and patterns pertaining to customer requests and ensure continuous improvement as an important element of service delivery

People Leadership and Organisational Capability Building

• Apply best team management practices throughout assigned projects and as required.
• Guide and enable the upskilling of the team throughout assigned projects.
• Act as an ambassador and role model for Finance by living the brand values and vital behaviours.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability, and consequence management.

Qualifications
Education: 

• Minimum of 3-year financial degree
• Commercial Law Certificate
• Post Graduate degree will be advantageous

Experience:

• Minimum of 5 years’ experience in collections and credit management, with 3 years’ experience in supervisory or management role
• Experience working in a medium to large organization
• Experience working with Public Sector
• Experience working with External Debt Collectors
• Advanced Excel
• Indepth knowledge of POPIA