Available Roles at MTN

Job Description

Key Performance Areas

Strategic Input

• Assist in developing goals, strategies, and plans needed to achieve the portfolios vision and build the capabilities to enable optimal delivery with input from relevant stakeholders.
• Support the strategic analysis of MTN system strategies to ensure that the strategic technological direction aligns and supports MTN Group objectives.
• Assist to implement the strategy to adopt key new technologies to enable best in class real time contextual marketing.
• Assist with developing the CVM Technology roadmap in accordance with MTN’s broader strategic Ambitions.
• Ensure the enablement of a self-service and automation philosophy.
• Assist in aligning planning against the strategic intent of the company with agreed business outcomes within the portfolio, adhering to MTN’s IT Architecture Enterprise principles, key approved decisions and enterprise-wide programs.
• Assist in developing and implementation of a vendor sourcing strategy to manage technical delivery of requirements into the production environments as well as support and maintenance for the production environments.

Customer

• Understand Business needs and develop/fine-tune systems accordingly.
• Educate business on CVM capabilities that is available for commercialisation. 
• Give input to the relevant business units into the key drivers for budget and forecast purposes.
• Ensure that CVM Technology engages with business stakeholders on a regular basis on underutilized capabilities of systems, reports and future CVM ecosystem.

Governance

• Follow all MTN’s Enterprise governance procedures.
• Ensure that changes to the current environment are properly documented and tested before promoting into production.  Post production changes should be documented and managed.
• Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to ensure timeous delivery.
• Support Revenue Assurance functions to understand and resolve any revenue issues or leakage.
• Create visibility of changes to core systems, data and products by informing the organisation of changes.
• Support assessment of Portfolio maturity on an annual basis.
• Influence and implement MTN’s security policies.
• Support the creation of critical Policies, Processes or Procedure such that Business risk is managed in accordance to MTN’s policy standards.

Tactical Planning and Operations 

• Provide system consultation for all CVM applications related projects aligned to MTN’s enterprise architecture principles.
• Design and deliver IS solutions that meet business and IT functional and non-functional requirements. 
• Ensure the existence of test environments to assist with requirements definitions.
• Ensure delivery of (authorised) projects according to the PMO prioritisation.
• Ensure that one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums.
• Ensure that vendors (whether they do development or system configuration) adhere to the change management policies and MTN’s governance polices, following industry standards, proper documentation to ensure MTN maintains its IP. 
• Ensure that adherence to MTN’s architectural standards, system performance metrics and measures.
• Engage with other MTN cross organisational teams to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer.
• Assist in the evaluation of new technologies and products to determine feasibility.
• Continuously review, improve and integrate processes, in order to optimize outputs and overcome fragmentation.
• Participate in the design and implementation of an enterprise architecture based on business requirements and information technology strategies and trends.

Internal Processes

• Ensure up to date Policies, Processes or Procedures are in place to manage IT risk and manage the relevant ISO certifications through compliance.
• Provide overall direction of architecture for integrations between applications and platforms.

Ensure Delivery of CVM Transformation Project and Business as Usual Projects through continual identification of:

• Architectural artifacts aligned to MTN Enterprise SOA Architecture, SOA Governance and/ or API management.
• Oversee Aspects of a system that have not been performing optimally that require changes to architecture.
• Any PoC required to demonstrate some item of functionality to Business.
• Document CVM BAU architecture artefacts that are aligned to MTN architectural standards.
• Document CVM Strategic project architectural artefacts. 
• Conduct internal and external architecture reviews with the broader IT and Architecture functions. 

Financial

• Assist in tracking the budget for CVM Technology
• Provide input to Capital Expenditure (CAPEX) Plans for CVM Technology 
• Provide input to compile and manage CAPEX budget and assist OPEX related budgets relating to functional activities.
• Assist in the forecasting, planning and development of the portfolio’s budget and business plans for IS.
• Give input into budgets that will enable delivery of area of expertise to the relevant business unit.
• Support CAPEX submissions to ensure that funds are secured.
• Support the creation of the business case for initiatives and projects in functional areas.
• Assist in tracking infrastructure budgets related to the support of business area platforms, processes and initiatives. 
• Assist in ensuring contract information is updated centrally and drive with the IS Commercial team.
• Adhere to a non-inflationary or escalating contract pricing model.

Core planning functions

• Develop and implement solutions to provide detailed design of systems, focusing on applications and services architecture.
• Identify and document impacted systems based on business requirements as documented in the Requirement Design Specification (RDS)
• Assist CVM project teams to define, plan, architect and implement requirements with vendors and Operational areas.
• Ensure that Living System Logical Architecture Documentation is updated with each project, showing functional architecture, use cases, functional logic and that quality is determined by whether an alternative vendor could use it to reproduce a system functioning with at least 95% level of accuracy.
• Ensure that Living System Snapshot, Roadmap and Project Architectural History Documentation is updated quarterly.

Document High Level Design specifying:

• An understanding of the impacted systems 
• Architecture design in accordance with MTN governance policy
• Understand the business and product objectives of the project.
• Provide an understanding of the environmental and business constraints in achieving a solution to the requirements.
• Review of functional Requirements Specification for each impact system of the project
• Encourage and provide an environment for Innovation and Proof of Concept work where system functionality can be demonstrated to business. This should be done using the multi-skilling of team members where one often needs to write scripts and/or small ad-hoc applications in order to perform such a demonstration quickly and therefore at the lowest cost.
• Ensure that the team always have System Reporting and E2E testing strategy in place and the team should adhere to it.

In all matters and decisions seek consensus with, and contributions from, as wide a group of stakeholders as possible. 

Qualifications

Job Requirements 

Education:

• University Degree in Information Systems or Engineering (BSc IT, Bcom IT) or Computer Science Degree
• TOGAF or similar accreditation 

Experience:

• At least 5 years’ experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space should be applicable experience as a Solution Architect at an internationally recognised operator. 
• Experience in designing solutions for inbound, outbound and real time contextual campaigns in the Telco environment.
• Minimum of 5 Years of experience on Campaign Management Systems, Loyalty Management, Integration, Architecture and Data related projects.
• Minimum of 5 years’ experience in CVM (Customer Value Management) Technology enablement

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Responsibilities

Operational Planning

• Optimise and align operational targets, processes and systems to business strategy of the Customer Operations Unit
  Compile the Functional Unit Business Plan and manage the plan in line with the overall MTN Customer Service business plan
• Define, implement and operationalise the strategy, business plan and processes for the Sales Contact Centre and the High Volume Repair Centre taking into consideration the long term (1-2 years) implications of actions
• Develop and implement strategies for Workforce Management
• Ensure that functional structures optimise the utilisation of available resources
• Define and implement customer centric processes
• Define service levels and processes and ensure that they are achieved
• Align contact centre initiatives to appropriate customer requirements
• Define and implement processes to achieve and improve customer satisfaction ratings
• Conduct ongoing operational analysis on the systems and structures in the contact centre
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity in the management of contact centres
• Maintain industry benchmarks within the telecommunications and contact centre industries
• Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals
• Identify and define areas of improvement within service delivery and customer care
• Optimise systems in line with changing work practices, providing the context for those providing service
• Proactively identify potential areas of risk and put contingency plans in place
• Plan and manage resources (people, finances and products)

Retailer, Channel & Sales Operational Effectiveness

• Manage and monitor core operating systems
• Communicate, implement and monitor quality targets
• Ensure that service level agreements are in place with internal parties as well as external parties and manufacturers of handsets
• Monitor and ensure compliance with agreements
• Investigate customer needs and agent capability and needs and analyse and interpret all data that impacts on contact centre workforce management
• Manage escalated calls and queries
• Review quality management
• Ensure that all faults, coverage problems and quality complaints are logged and dealt with effectively
• Ensure that technical areas deliver consistently high standards of service
• Investigate trends and ways of improving operations
• Ensure excellence in repairs and minimum return rate
• Ensure that effective systems are in place to manage channels and sales customer satisfaction support, handset repair issues, after sales care and customer education
• Ensure queries and needs of internal and external customers are attended to as required within procedures.
• Attend to e-mails, faxes and all other correspondence from internal, external customers, dealers and top management on coverage, network quality problems and handset repairs

Customer contact and service enhancement

• Investigate, research and maximize technology to give state of the art customer service
• Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans
• Review current methods, PPP’s and systems and make recommendations for improvement and changes based on the analysis of the trends and patterns identified in the real-time operational performance data

Customer Management

• Contribute to the development of customer experience aligned strategies
• Contribute to the development of the operational plan in alignment with the overarching strategy.
• Execute the agreed tactical projects based on the areas operational and strategic intention.
• Cascade the vision for the unit to ensure that the expectation of the customer is met. Ensure that knowledge around customer sentiment and conversion to positive sentiment is a priority & proactive measures are in place to support the vision 
• Manage the quality across teams proactively & reactively to ensure minimal to no negative brand impact. 
• Ensure that training is customized to ensure the success of the department 
• Ensure that relevant processes are in place, that they meet the standards for excellent customer experience, that system access aligns to “first contact resolution” for the department.
• Works with stakeholders within the organization to resolve customer issues that are not caused by CSO staff e.g. Technology, Processes, Marketing, etc .
• Drive a culture of effortless customer experience.

Values 

• Build employee relations and collaborative teamwork.
• Manage Employment Equity and diversity.
• Build professionalism, loyalty and commitment to the organization.
• Communicate actively and effectively resolving any potential conflicts that may arise.
• Display insight into leadership style. How it influences performance positively and negatively.
• Manage boundaries that separate units in order to optimise workflow.
• Live the MTN Brand – change and influence employee behaviour.

People and Culture

• Ensure that all HR procedures governing performance management are adhered to
• Create awareness of how the strategic objectives link to individual KPIs
• Ensure that a full understanding of performance requirements is created for all staff
• Ensure that CSRs & Supervisors meet set performance standards & KPIs
• Conduct formal monthly reviews with Supervisors on their KPIs
• Hire, coach and provide training to personnel to maintain high customer service standards
• Contribute to building a culture  of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management

Qualifications

Education

• BCom. or equivalent degree or Diploma  or Matric with relevant experience
• Possibly a Call Centre Management Qualification

Experience

• 10 + years experience Customer Service
• Min 5 years in a Call Centre
• Min 3 years experience managing staff 
• Proficient in MS Office and call centre equipment/software program
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)

Skills

• Intermediate numerical skills
• Advanced Proficiency in Linguistic skills