Current Opportunities at MTN

Mission/ Core purpose of the Job

• The role is responsible for proactively identifying and prioritising opportunities to drive forward tax technology and data strategy. Lead the design and implementation of standardised, data driven; and technology enabled tax compliance and reporting processes. Partner with Finance teams to lead tax input into Finance digital transformations & evolution and ensure that tax technology and data requirements are being effectively met in upstream finance processes and systems.
• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Organisational Mission – Don’t need to review standard wording use
• Global Influences / Environmental & Industry Demands
• Highly dynamic and fluctuating Telecommunications industry
• Highly competitive market with new and established competitors
• Fast moving industry
• Legislative changes
• Rapid pace of digitalization
• Prevailing economic pressures affecting staff and customers
• Fluid complexities of customer expectations and demand

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

Key Deliverables:

Tax data analysis

• Support the Direct and Indirect tax functions with data analytics needs
• Assist on the benchmarking of connected party transactions for transfer pricing purposes.
• Provide inputs for Tax-sensitised business ERP systems for purposes of configuration, maintenance and updates
• Proactively identify and prioritise opportunities to drive forward tax technology and data strategy
• Develop and implement tax database, for analysing and optimal use of tax data
• Lead the design and implementation of standardised, data driven; and technology enabled tax compliance and reporting processes.
• Tax modelling and mapping to tax requirements
• Continuous analysis of Tax Data to ensure Compliance with applicable Tax law
• Perform data analysis to identify tax risks
• Analyse monthly trends in incomes, cash tax and effective rates : how can they reduce potential for unforeseen events
• Impact of internal and external changes in the business environment on tax rates
• Using natural language processing to determine impact of language used on tax consequences*
• Analyse tax totals by GL category, PO amounts and invoices, vendor spending, spending patterns
• Trends in tax payable and related business reasons
• Understanding drivers of Tax in key areas
• Predicting tax impacts from business decisions

Job Requirements (Education, Experience and Competencies)

Education:

• BCom degree(CA will be an advantage) or Data analyst or Information science degree

Experience:

• Knowledge of tax and finance technologies, including SAP, systems of tax reporting, tax compliance and analytics
• Experience in designing, implementing, configuring and working with financial and/or tax systems
• Data modelling, analytics and visualisation experience
• Knowledge of tax principles and transfer pricing principles

Competencies:

Head – Big Picture Focus (10)

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others  

Other:

• Data Analytics
• Data Visualisation
• Project management
• Collaboration
• Adaptive thinking
• Emotional intelligence
• Communication and Presentation
• Tax expertise

Authorities

• As per the DOA

Collaboration (Formal and Informal Relationships)

Responsibility towards: 

Key customers:

• Core Delivery Team
• Finance Operations
• FP&A
• MTN SA Tax team

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JOB DESCRIPTION
The key purpose of the Social Media Agent is to ensure an effortless customer experience across MTN’s Non-Voice Channels. 

The Agent operates within Social Media Customer Care (Non-Voice Channels: Customer Experience and Operations/CXO) .They are responsible for engaging all MTN customers (All topics related to MTN products, service offerings, CBU & EBU) as well as non-MTN/potential customers visiting MTN’s approved social media pages and/online communities. During these engagements, the Social Media Care Consultant will ensure that the needs of the customer/online visitors are prioritized, customer satisfaction standards are met, and operational performance metrics are achieved.

• Improve engagement 
• Improve brand sentiment 
• Improved the quality of customer support and service provided – Prioritize the CX 
• Ensure First Contact Resolution increases (Own & resolve) 
• Improved communication and connection with customers 
• Increased social media visibility and drive digital takeup/self service) 
• Improved efficiency and effectiveness with handling queries and resolving problems 
• Ensure that all brand emergencies are prioritized and minimum to no impact to the MTN brand is experienced 
• Proactively manage negative brand exposure

RESPONSIBILITIES
Social Media: 

Leading Customer Experience 

• Ensure delivery of customer service objectives in alignment with CXO strategy 
• Own and resolve customer issues as comprehensively as possible on first contact (sound communication - both written and spoken) 
• Track and respond to spikes in incidents or demand or supply on a continuous basis and act when necessary 
• Evaluate situations and determine the best responses and methods to reach defined outcomes. 
• Ensure that issues that cannot be resolved at 1st contact or where service has been compromised, are escalated in line with the escalation processes 
• Support and coordinate work to be performed by service providers as required. 
• Gather information and research to ensure delivery of social media process performance results.
• Interact with other departments to communicate trends and ensure customer feedback to facilitate problem resolution. 
• Be a brand ambassador for MTN ensuring a positive image for the brand, managing the impact to brand on digital platforms 
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact. 
• Use relevant tools to support customers on product, system and process knowledge 
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs) 
• Meet service quality standards as outlined 
• Drive self-service adoption through customer education 
• Monitor Social Media platforms closely ensuring that high priority posts are attended to urgently (within the stipulated time frames) 
• Identify potential threats to brand and execute the brand emergency process timeously 
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards Social Media: Communities, Blogs, and Administration 
• Engage communities and forums across MTN’s social media & Online Real Estate 
• Uphold & drive adherence to the rules, code of conduct and parameters for each community. 
• Administer and/or moderate each of the communities created. 
• Ensure adequate topics for discussion are created or maintained. 
• Link with Product, Marketing and other teams to ensure seamless integration of activities. Moderate all online behaviour that contradicts the MTN online house-rules and values for both internal & external customers. 
• Ensure that all pages and actions align to PoPi laws and conduct swift moderation where risks are identified. 
• Adopt a proactive approach to service delivery, considering the next best action (pre-empt future needs and educate customers)

QUALIFICATIONS

• Grade 12 Minimum of 1-year diploma (or related experience)
• Minimum of 2 years’ experience in an area of specialization; with the predominant focus on written communication and online/electronic engagement with customers 
• Experience working in a small to medium organisation 
• Has a sound online portfolio (Blogs, social media presence) 
• A written communication assessment score of 80% and above 
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures
• Fluent in English 
• Confidence 
• Resilience 
• Purposeful small talk 
• Context Gathering

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JOB DESCRIPTION

• Senior Tech Lead owns the architectural and design decisions for the team / squad. 
• The Senior Tech Lead (STL) is an executor and the visionary force behind the technical solution. 
• The TL values simplicity and is unafraid to challenge technical constraints and procedures to achieve an Agile design. 
• The STL works closely with all team members to create a modular, scalable solution that addresses/incorporates future architectural changes and designs. 
• The STL will drive the teams engineering practices in test driven development, continuous integration, and automated deployment. 
• The STL is a hands-on team member who actively coaches the team to solve complex problems.

RESPONSIBILITIES

Functional Leadership:

• The overall technological design authority of the product with the help of the team/squad
• Responsible for the technical design of the product
• Work with Product Owner to align the roadmap with strengths and opportunities within the technical stack
• Thought partner with the Product owner in story creation and acceptance criteria, and communicate tradeoffs effectively with Designers
• Constantly look for better ways of solving technical problems and designing the solution, not afraid of challenging the status quo
• Provide the team a roadmap for implementing software engineering practices for higher code quality
• Share responsibility with Product Owner for building reusable and scalable components

Strategic input:

• Assist in providing input to the Digital Channels and Services strategy, including the MTN SA Omni-channel digital strategy
• Assist in Identifying key changes to digital systems in the future from technological, commercial, business and consumer behaviour perspectives

Collaboration:

• Guide project teams on technology strategy related to coding practices, continuous integration and automated deployment
• Anticipate & detect upcoming bottlenecks and production issues proactively and consult teams hands-on towards improved technical solutions.
• Work in collaboration across various teams/squads in order to embed Agile ways of working.

Planning & Delivery:

• Develop & manage the timelines of deliverables to ensure efficiency in delivery.
• Articulate and present delivery updates to teams and when required to senior management.

Stakeholders:

• Interface with internal and external industry experts to anticipate customer needs and facilitate solutions development.
• Collaborate across functional teams within the Broader MTN SA team to enable the development of solutions necessary to drive the desired business outcomes for customers.
• Survey developers and technical members of the organization to understand their main pain points in the coding and development process

Governance and Risk Management:

• Participate in the creation and implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations.
• Provide insight to the management of partners and ensure all contracts are managed in line with procurement policies and standards, in order to drive compliance to set processes and procedures.
• Ensure compliance of all digital systems with all regulatory, commercial and business requirements (e.g. Security and integrity of banking systems)
• Ensure system documentation is sufficiently detailed and up to date to ensure business continuity and prevent over-reliance on a few individuals

People Leadership and Organisational Capability Building:

• Hold indirect reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.
• Instil the Cloud engineering domain knowledge within the technical support team.
• Lead, develop and coach the team
• Act as an ambassador and role model for the Technology by living the brand values and vital behaviours.
• Make environment the best place to work.
• Improve the employee engagement through the GCA/Sentimeter.
• Participate in the attraction, development and retention of Planning and Engineering talent.
• Assist in ensuring a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability and consequence management.

Financial Management:

• Supporting the head with digital systems expenditures in line with agreed budgets
• Support in obtaining approval for digital systems equipment configurations to be ordered from suppliers including cost control and full lifecycle costing

Support the head in identifying and eliminating non-contributory expenditures

QUALIFICATIONS

Minimum Requirements:

Education:

• B.Sc Computer Science or BEng (Electronic)

Experience:

• Minimum of 5-8years’ experience in area of specialisation; with experience in supervising/managing others
• Experience in Continuous Integration/Delivery
• Proficient in development languages
• Proficient in Mobile Application development
• Experience working in a medium to large organization
• Experience in Agile Development, with specific Solution Architect (or similar) experience preferred
• Understands relationship with Product Owner, Scrum Master, Design Lead and rest of technical team
• Experience in developing and scaling high-quality eCommerce tech platforms in cross-functional product teams

Training:

• Seen as an expert within the technical components of the domains/products/journeys
• Seasoned developer or technical lead with deep insight into newest technologies and trends, Java/JVM, and nice to have experience with functional programming (Scala)
• Can make architecture decisions at a team and product level
• Deep tech knowledge around platform architecture, frontend and backend frameworks and cloud; experience in coaching teams
• Strong communication skills with ability to align the organization on complex technical decisions
• Active coach and mentor whose goals are to grow and maximize the team’s potential
• High energy and passionate individual who inspires teammates to reach their maximum potential
• Excited about trying new solutions outside standard approved
• Embraces a culture of trust, free thought complete transparency
• Brave and rebellious, willing to challenge status quo

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RESPONSIBILITIES
Key Deliverables
The Partner: Employee Relations will be accountable to achieve the following objectives:
Role Attributes

• Support the Senior Manager in continually developing a culture of strong collaboration and effective team working
• Support open communication channels across the Human Resources function and implement change management interventions where necessary
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive Employee Relations philosophy through the knowledge transfer plan
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to MTN SA and MTN Group governance
• Governance
• Escalations
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Provide input to solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Reporting

• Report on a regular basis to the Senior Manager: Employee Relations 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

Employee Relations:

• Support the development of ER policies and procedures for MTN SA
• Coordinate the identification of opportunities for improvements to enhance the effectiveness of the employee relations practices and administration in MTN SA
• Manager implementation of terminations, re-deployments and changes to workforce are administered in a fair and effective manner, in compliance with the local regulations and legal requirements
• Administer the management of appeals raised by employees on disagreements with the sanctions or decisions issued as an outcome of disciplinary actions, grievances, performance related concerns etc
• Liaise with Senior Manager Employee Relations/Employee Relations Consultant on advice from Legal and Compensation and Benefits teams to finalize retrenchments/termination procedures where applicable
• Support the labour relations collective bargaining framework, processes, policies and procedures such as wage negotiations, dispute management, trade union management, strikes, etc.
• Manage the relevant risks and mitigation actions in minimizing possible unfavourable impact to the company reputation
• Ensure the implementation of related processes, policies and guidelines that not only meet legal obligations but to ensure the processes are aligned to MTN Group mandate
• Assist Senior Manager and Consultant Employee Relations with preparations for training to be conducted for HR Partners, Operations and line managers
• Support the training and communication of ER related process policies and guidelines to HR Partners, Operations and Line Managers
• Provide advice on ER issues in line with SA law and regulations, company policy and previous precedents set, taking account of relevant business objectives/imperatives and industry best practice, in order to minimize legal risks
• Continually check for effectiveness and compliance with ER and legislative guidelines within the role
• Provide timely solutions for non-compliance issues as per delegated authorities
• Provide input to business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Support MTN Group to rollout Employee Relations related surveys and benchmarking
• Facilitate and where required chair the disciplinary hearings, grievances, and appeal hearings of a complex nature
• Conduct all Employee Relations related processes in a manner that upholds integrity and all other good governance principles
• Ensure that Employee Relations solutions provided fall within the legislative framework that enable the creation and sustainability of a highly motivating and harmonious working environment
• Proactively take steps to assist the Employee Relations team mitigate employee relations disputes and problems through providing effective and relevant training, awareness, meaningful and practical solutions and communications. Strive to empower all to behave appropriately and take correct decisions

Administration:

• Generate reports relating to ER matters conducted
• Maintain the integrity of files so that all information is present and correct
• Complete file notes with regard to all telephone conversations and other interactions with clients
• Ensure compliance to respective internal policies, SLAs and with regulatory requirements
• Manage documentation and closure of all cases, proceedings and actions in adherence to company and regulatory policies

QUALIFICATIONS
Education:

• Minimum of 3-year tertiary degree (specialization in Labour Relations / Labour Law / Human Resources as appropriate)

Experience:

• Minimum 3 years of relevant experience in Employee Relations domain with extensive exposure to labour relations
• Experience in Telecom Business will be advantageous

Competencies:

• Functional knowledge
• SA Labour Legislation (BEAC, EEA, OHSA, COIDA, Skills Development Act) etc.
• Business Culture and Practices
• HR policies and procedures