Career Opportunities at MTN - 2 Positions

Mission/ Core purpose of the Job
The Senior Manager Customer Experience & Operations will focus on Customer Experience (CEX) strategy and programmes impacting consumer customers of MTN Group. The role resides within the Group Consumer Business Division at MTN and focuses on developing strategy and practical, programmatic solutions to deliver on MTN Groups leading customer experience ambition. As part of the Group Consumer Business Division, a commercial mindset around leading customer is required.
The Senior Manager CEX & Operations will report to the General Manager: Customer Experience & Digital Transformation. The position will interface with Opco stakeholders, Group Management Services stakeholders, Consumer divisional heads, external partners in order to drive CEX ambition for the Group

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
The Senior Manager CEX & Operations will be responsible for the following Key Performance Areas:

Strategy Development and Implementation

• Lead creation of sub-divisional strategy related to CEX (consumer focussed) in line with overarching divisional goals
• Ensure effective implementation of sub-divisional strategy by:
• provide clear guidance, direction and support to necessary CEX stakeholders across operating companies and Group functions
• Develop and manage programmes and associated ideal structures to drive expeditious and high-quality implementation of CEX initiatives,
• Develop business plans, execution milestones (quantitative and qualitative) and key performance indicators to determine the maturity and progress of CEX transformation efforts continuous collaboration to drive CEX across systems, process and culture
• Monitor and evaluate efforts for discussion and presentation at senior executive leadership level
• Thought leadership: Bring new ideas and thought leadership to the table, in parallel the day-to-day activities.
• Consumer Customer Experience
• Develop and champion strategies and initiatives to drive leading customer experience across the Group, to ultimately develop customer loyalty and a differentiated customer experience
• Development, refinement and championing adoption of customer experience programmes, such as adoption of Voice of the Customer (VOC) tools, KYC Programmes, development of new/improved customer journeys, building a groupwide CEX community and operating model, contact center transformation programmes etc.
• Strongly interface with the Digital Transformation teams to ensure digital channels champion customer experience requirements
• Analyse customer information and provide expert input into the development of new models and metrics – including, but not limited to advancement of customer Net Promoter Score, micro-segmentation, churn, closed loop feedback and must win battles
• Co-creation of the blueprint for enablers to customer experience framework with Group Technology– including, but not limited to call centre technologies, real time customer management technologies, and network performance
• Benchmark and monitor, in conjunction with Finance and other related departments, the customer economics (costs to serve) and business cases per segment to ensure optimal return on investment of activities
• Manage reporting, metrics and market insight research modelling to ensure consolidated and consistent views as it relates to the MTN Customer Experience
• Drive leading NPS/eNPS ,
• Ensure that the customer experience playbooks are updated to support execution of CEX initiatives
• Participate in determining the CEX KPIs for Operating Companies (target setting) as well as measurement and assessment of operating company achievements based on sound auditable evidence
• Supporting third party audits of customer experience initiatives/outcomes where required
• Analyse business requirements/ change needs, drive the business and technical impact assessments; Support the communication and delivery of requirements with relevant stakeholders
• Support the sales & distribution function in relation to new digital sales channels
• Manage supplier / vendor agreements to ensure business support and contribution
• Innovation and best practice management
• Setup regional Digital Transformation Innovation hub structures to identify and drive innovation across all the Opcos
• Create the necessary mechanisms to ensure efficient sharing of learnings directly from the Opcos in a manner that allows easy adoption of demonstrated best practice

Collaboration / Coordination

• Ensure teams collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits.
• Collaborate with other functional heads to enhance key elements of the Consumer business model.
• Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports;
• Manage enterprise-wide projects and initiatives

Job Requirements (Education, Experience and Competencies)
Education:

• Minimum 4-year degree in business/marketing/engineering
• Post-graduate degree would be advantageous

Experience:

• 7 – 10 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 3 – 5 years’ experience in a managerial level role
• Experience in CEX related projects and initiatives focus on consumer
• Experience in leading change / transformation at an operational level advantageous. Ideally this should include ideation through to successful implementation and monitoring
• Experience in continuous improvement through the implementation of best practices
• Experience with managing cross-functional, senior stakeholders
• Demonstrated problem solving experience across telco / different sectors (e.g. management consulting, CEX advisory) advantageous
• Understanding of Customer Experience as pertaining to consumer businesses

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Mission/ Core purpose of the Job
The Manager: Remittance (Africa) is responsible for the development, delivery & implementation of the Intra Africa Remittance product strategy & roadmap,  which includes inbound and outbound remittances. The role is also responsible for the development of user stories and prioritizing backlogs to streamline execution and the delivery of priorities of the Group Finco, Remittance portfolio

Within the Fintech space, remittance is a business vertical that allows users to send money & airtime internationally, where an MTN country acts either as a sender or receiver of the funds. Additionally, the role is responsible to ensure features and functionality of the product are best in class to maximize the value derived.

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

• Provide reports and analysis to support and contribute to the development of the sub-functional strategy in line with the overarching business goals
• Ensure accurate and timely reporting to enable the regular review of the sub-functional strategy, roadmap and performance to ensure its alignment with the changing dynamics of the internal and external ecosystem

Operational Delivery

• Lead and manage the Intra Africa remittance products portfolio as the Product Manager
• As the Product Manager balance business, technology and design priorities to deliver brand-defining product and service experiences
• Work with the Product Owner to convert the vision into a level of detail that the Product Owner and Agile delivery team can then prioritize as epics and features
• Responsible for implementing the strategic objectives of the remittances vertical
• Responsible for the delivery of the products, services, and all marketing initiatives in terms of MFS offers, in line with the defined deadlines and quality expected.
• Manage & Monitor projects and/or implements offers, from technical feasibility assessment to market launch, offer animation
• Contribute to the identification of opportunities, growth levers and design the product & Opcos roadmaps in line with the overall strategy, market dynamics and customer requirements
• Attend assessment meetings on the technical feasibility of offers (e.g. feasibility study)
• Act as an interface between the various stakeholders and ensure robust implementation of projects while meeting deadlines and delivery quality standards
• Develop and provide periodic reports describing on implementation status and product performance metrics
• Participate & contribute to the technical tendering process, particularly in the preparation of specifications, the technical evaluation of bids and the selection of partners able to support in operational implementation of the product plan
• Responsible for Product design, contract, commercial model, GTM, process, systems, partnerships and implementation with Opcos
• Support Finco Opcos (as required) with implementing the Intra Africa Remittance products and services providing support as needed
• Manage the Intra Africa Remittance product development, business plan and product offers
• Lead the Intra Africa Remittance solution product design, development, test and release by coordinating with Opcos and other functional teams
• Contribute to the development of Go-To-Market strategies for new the Intra Africa Remittance products or enhancements
• Contribute to the development of product vision, roadmap, and growth opportunities
• Assess value, develop cases, and prioritize stories, epics, and themes to ensure product development focuses on those with maximum value in alignment with product strategy
• Provide backlog management, iteration planning, and elaboration of the user stories
• Plan and prioritize product feature backlog and development
• Create and maintain a product backlog according to business value or ROI
• Lead the planning product release plans and set the expectation for delivery of new functionalities
• Ensure successful team completion of Release/Sprint Goals and resolve blockers and risks to delivery
• Research and analyze the regional market, the users, competitors and industry leaders, and the roadmap for the product
• Keep abreast with Agile/Scrum best practices and new trends

Governance

Strategic Meetings

• Participate in ad-hoc operational meetings
• Participate and provide input in strategic meetings
• Perform evaluation baseline of key performance indicators (KPIs)
• Request for relevant budget for internal projects and new initiatives
• Facilitate preparation of proposals on change initiatives, policies, and procedures

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery
• Escalate issues that will result in severe time, scope, productivity, and cost or resource or reputational impact
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Manage and provide solutions through stakeholder consultation where relevant

Function Tactical

• Report periodically on all projects initiated (internal or global)
• Input on objectives, targets, and budgets for sub-function as applicable
• Develop and monitor key risks, issues and dependencies and set mitigation actions
• Facilitate sign-off / making decisions regarding tactical changes

Performance

• Execute performance and alignment with sub-functional strategy
• Collaborate with other functions within Group Finco

Reporting

• Report on a periodic basis to leadership on 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

Budgets

• Input to functional budgets in line with overall business objectives
• Input to project initiative budgets in line with business objectives
• Ensure that the cost of operations is reduced, in line with a least cost operating strategy stemming from the business drivers

Job Requirements (Education, Experience and Competencies)
Education:

• 4-year Computer Science/ Statistics/ Mathematics/ Engineering (or related) Degree
• Master’s in Business Administration is advantageous
• Formal certification in Digital Product Management / Product Owner, Agile Delivery, User Experience or other relevant fields would be beneficial

Experience:

• 5 years or more relevant work experience in Fintech /Financial Services
• At least 2-3 years’ experience in Remittance Product/Service Management
• Experience in managing and implementing innovative Fintech products and within the Telco, financial or banking industry
• Deep understanding of the Fintech ecosystem, players, business models and financial sector or banking industry related best practices
• Experience with Agile delivery and Development Operations frameworks
• Experience working in a medium to large organization
• Experience with Scrum and Agile Software Development Methodology
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
• Understanding emerging markets is advantageous
• Pan Africa multi-cultural experience is advantageous

Competencies:

Functional Knowledge:

• Fintech Products & Ecosystem
• Global money transfer process
• Agile methodologies
• Definition and use-case modelling
• User story definition and refinement
• Agile software development processes and methods
• Business modelling
• Analytics/ AB/ multivariate testing and related tools

Skills

• Learning and self-development
• Strong Analytics/data interpretation and presentation skills
• Detail orientation and high standards on work performed
• Continuous improvement
• Analytical thinking
• Negotiation skills
• Teamwork
• Interpersonal skills
• Strategic thinking
• Conflict management and problem solving

Behavioural Qualities

• Adaptable
• Complete candour
• Culturally aware
• Emotional Maturity
• Innovation
• Integrity
• Leadership
• Team Player