Current Vacancies at MTN

Responsibilities

The Senior Manager Strategy and Transformation PMO will be accountable to achieve the following objectives:

• Develop and manage a comprehensive portfolio of initiatives and projects according to global best practices and industry standards.
• Establish, maintain and ensure adherence to the PMO’s governance processes and best practices.
• Identify, monitor and report key performance indicators.
• Oversee the design and development of the transformation strategy and roadmap for successful execution.
• Manage the planning and implementation of initiatives, including budgeting, resource management, scheduling and tracking.
• Serve as mentor and coach to project teams for dispute resolution, decision making and both analytical and conceptual problem solving to unlock, unblock, and accelerate the delivery of projects.
• Collaborate with stakeholders to ensure successful outcomes from projects, and manage timely escalations as needed
• Understand risks associated with projects/programs, measure and review progress, and modify plans as needed.
• Monitor overall progress and provide regular reports, with a continued focus on the critical path.
• Make recommendations to improve processes and make necessary adjustments or changes to projects or programs. 
• Develop and maintain effective strategies to promote organizational objectives 
• Lead change management initiatives to ensure smooth transition across the organization 
• Develop and implement effective risk mitigation strategies 
• Collaborate closely with internal stakeholders to ensure goals are met with high quality standards 
• Design and execute project plans to meet strategic objectives 
• Manage project budgets to ensure best use of resources
• Ensure compliance with relevant legal and regulatory standards 
• Identify opportunities for improvement in operations and procedures 

Manage and develop teams:

• Plan the project resources with the balance required to deliver effectively, while adhering to program budgets and creatively engage resources to manage resource constraints that may arise within the business.
• Effectively allocate the scope of work between one’s self, external contractors and business line talent
• Develop the program delivery, technical and soft skills of the program team members and one’s self
• Build MTN’s overall program execution capability.
• Contribute to the knowledge repository for cross functional and cross market knowledge share - compile and constantly refine the MTN delivery playbook.
• Improve and standardise the quality and effectiveness of relevant key projects’ performance management processes.
• Uphold the MTN values in the performance of one’s duties and role model the values for colleagues
• Implement and improve tools, processes and people management techniques to build the overall capacity to deliver, the ability to track progress and impact to manage risks
• Serve as a project management subject matter expert and share best practices learnt with other program leads and teams.
• Build a culture and capability of continuous improvement in the Group Team and in the organisation more broadly.

Skills and Qualifications:

• Bachelor’s degree in Business Administration or related field. 
• Postgraduate qualification
• minimum 5 - 8 years’ experience in a senior project/program management role work experience in a global management consulting or multinational business environment
• Proven ability to develop and manage budgets, programs and projects. 
• Knowledge of best practices in strategy, business transformation, and project management. 
• Ability to communicate and collaborate effectively with stakeholder groups. 
• Strong analytical skills to identify and assess risks and opportunities, and keen attention to detail. 
• Strong problem-solving and negotiation abilities.
• Excellent technical writing, presentation and communication skills. 
• PMP certification is preferred

Competencies:

• Resilience and agility: Ability to lead complex, ambiguous, high profile programs and deal with the volatile nature of a program environment
• Leadership skills: Ability to get along with, listen to, speak to, and manage people’s expectations. Strong communication skills at all levels and the ability to easily collaborate with teams, internal / external stakeholders with or without formal reporting relationships
• Problem Solving skills: Analytical and critical thinking are essential in evaluating problems and reaching solutions. This skill requires at times logical methodical approach and in other situations creativity and lateral thinking. Persuasion and negotiation will be also important. 
• Execution and Implementation Skills:  Reliability, results-oriented, proven track record of delivery and can-do attitude 
• Challenger mind-set: Ability to engage with senior business stakeholders and challenge the status quo utilizing data analytics and problem-solving capabilities
• Holistic View and Attention to Detail: Balancing the big picture view and attention to detail is a crucial skill to build trust with stakeholders at all levels. Developing strategies and producing error-free deliverables, shows that the Transformation office is thorough and recommendations are solid. 
• Prioritisation management: Ability to make best out of the allocated time and resources  

Skills:

• Analytical and conceptual problem solving
• Project/Programme Management
• Performance Management (Revenue, and Cost)
• Financial Analysis and Modelling
• Business / Process Analysis
• Internal and external Stakeholder/Relationship Management
• Planning and Organizing
• Group Strategy and Transformation Initiatives 
• Project Management of the transformation/operational programme initiatives related decisions as delegated by the Executive Group Transformation and / or the Group Transformation Board. 

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Responsibilities
Key Tasks 

• Head the Retail Channel focusing on go-to-market, new business, client retention and growth
• Lead the retail team and actively participating in strategic account planning, value proposition creation and business development activities
• Achieve sales & revenue targets annually for the retail channel
• Serve as a Subject Matter Expert in commercial value proposition for one or more technology areas
• Manage and maintain acquisition plans for the Retail Channel
• Develop and manage retail channels strategic initiative (BIR, BRC CSR, ICT Channel Expansion) for growth of the channel
• Manage and maintain customer engagement models to ensure seamless delivery across all delivery points. Liaise with relevant areas and verticals to ensure delivery within Retail Channel.
• Own and maintain key relationships at Executive levels with both retail clients & Dealer Principals
• Conceive, create and drive implementation of innovative promotional plans in line with Marketing and Sales plans, objectives and requirements across Retail Channel.
• Liaise with BRC Channel Specialist, Marketing, Product and Training to ensure sales teams are trained and skilled to engage with customers and provision of effective sales argumentation and tools. 
• Collaborate & partner with MTN SA BRC team for the success of SME retail channel
• Monitor and manage / escalate vertical/segment conflicts
• Identify key markets/accounts for growth of revenue within Retail Channel
• Establish future revenue per vertical / market segment / product mix / customer
• Drive development and implementation of relevant solutions by industry or customer type
• Drive the retail target nationally and regionally, ensure all routes to market are covered to build the Retail Channel.
• Work with the Channel Specialist BRC, Retail Account Managers, SME Regional Sales Managers and sales distribution teams to identify accounts to position mobile and ICT services and launch and drive incentives that will grow MTN’s market share.
• Collaborate with the marketing, CVM and Online Channel to develop communication and marketing strategies for Retail Channel.
• Ensure retail teams drive the right marketing activities to increase retail inflow. 
• Manage retail base, churn and OCC, increase ASPU by cross sell opportunities and Manage tariff mix within retail channel. 
• Run operational and sales day to day activities of Retail Channel to ensure MTN is increasing market share and revenues within retail channel.
• To set, Implement, Manage and deliver on a Retail Strategy for Sales Mobile & ICT, and service strategy elements at National, Regional and Cross-Segment Level, ensuring seamless and fully integrated delivery.
• To develop and insure increase in market share, revenue at a National, Regional and Cross-Segment Level.
• Manage Marketing campaigns and Product offering in line with Marketing team and sales 
• Drive bespoke business plan specific to retail channel and region – based on market research and the strategic plan of the Business Unit
• Research and implement best practise tools, processes and sales techniques in Retail Channel.
• Identify growth opportunities and implement plans to close the gaps in Retail Channel
• Conduct regular Dealer and Partners Performance reviews.
• Manage Partner relationships end to end from a KPI & Performance perspective nationally for Retail Channel
• Responsible for the performance of the overall performance of the retail channel, work with regions to execute. 
• Collaborate with Finance Business Partnering team in driving positive BRC channel economics

Customer Satisfaction

• Ensure delivery on customer specific strategies across partnership channel
• Ensure effective delivery for excellent customer experience in partnership channel
• Oversee the establishment of SLA’s with customers.  Manage the output. and ensure reporting on delivery and sustainability through the SLA Management and SLA reporting functions respectively across partnership
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery 

Reporting 

• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS and Finance

Budget Management

• Forecast, plan, develop and review the Sales and Service budget for the area that provides MTN with return on investment
• Contribute to, challenge and implement the long-term strategy for Retail Channel functions and ensure alignment of all activities undertaken in the unit to the strategy
• Input into the business plan to ensure delivery to the mobile and ICT within Retail Channel, and to ensure competitiveness on all elements
• Input into reviewing organisational activities and assist in recommending corrective actions if necessary
• Contribute towards long-term forecasts and predictions (2-5 years)
• Analyse trends and highlight areas of the business that may be developed further
• Identify opportunities to generate new revenue

Project Management

• 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

Creativities (improvement/innovation inherent) 

• Structure and build key customer insight, and communicate this to the business by vertical strategy documents 
• Identify and establish relationships with key customer/influencers to gain market share. 
• Network extensively and build and maintain relationships (internal and external). 
• Allocate the right customers to the right staff
• Motivate staff through innovative into action.
• Build brand credibility.
• Build future business plans.
• Reckoning innovative solutions to enhance sales.
• Make continuous improvements system, process and procedures level. 
• Identified innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact on the results.
• Implement cost saving activities
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with EBU
• Streamline the channel in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Utilise business intelligence to identify trends and risks for MTN

Leadership and Direction

• Lead the definition and sizing of target market, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• 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 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory / Leadership / Managerial Tasks: 

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the Team KPAs and KPIs that will be cascaded to each member
• Performance management and identification of training needs
• Drive a culture that embraces and lives the MTN brand values, and ensures compliance across the channel
• Accountable for a customer centric culture and shift to legendary service provision
• Build talent by identifying and developing new leaders for the respective environment
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Integrate various activities of division 
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Build and enforce a customer centric approach 
• Build employee relations and collaborative teamwork 
• Live the MTN Brand – change and influence employees’ behaviour

Qualifications
Education:

• Minimum of 3-year tertiary Education (Sales / Financial /Marketing / Communication) 

Experience:

• Manager track record of 5 years or more managing; with at least 3 years in relevant sector/ industry 
• 3 Years in Retail Channel 
• At least 5 years Sales experience in managing sales team and developing channels (e.g. Sales Manager, consulting) and exposure to national and international trends and strategy.
• At least 5 years of leadership experience in Sales Manager position, in fast moving technology intensive industries
• Business planning experience 
• Worked across diverse cultures and geographies advantageous.
• 3 Years proven experience in building channels and developing channels strategies preferably Retail Channels.

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Responsibilities
Strategy Development and Implementation

• Develop and implement the Business Development Strategy and annual Business Development Plan for SME segment in Gateng Region to deliver superior sales performance through efficient allocation of resources and managing priorities to deliver against set performance goals. 
• Define the commercial vision, set the direction, and develop the go-to-market strategy for the  SME Segment in Gauteng regions.
• Hold overall responsibility for designing, developing and delivering the sales management strategic planning approach. 
• Participate in the development of the overall strategy for SME Segment in Gauteng Region by providing input into initiatives that drive revenue and market growth.

Key Accounts

• The role is required to acquire new provincial logo’s across the various industries of the SME market within Gauteng Region. 
• The role is required to segment the provincial existing logo’s across the various industries and establish gaps, thereby use the gap analysis data as an acquisition plan, to drive growth and market penetration
• A weekly sales cadence will be required with a view to provide pipeline size across the Gauteng SME segment, conversion to a sales order and ultimately to revenue generation as measured by revenue targets.
• The role is required to hunt for new SME logo’s that will yield a sizeable growth in existing revenue
• The role is required to farm existing SME logo’s and increase share of wallet accordingly
• The role is required to segment the existing logo’s in relation to the landscape, provide a gap analysis and use the output as an acquisition plan to increase SME Gauteng market size

Indirect Channels

• SME segment has been identified as a key lever for growth across Enterprise business, the role will be required to obtain the strategy from Gauteng Region and SME GMs and then define execution plan aimed at driving growth.
• The role will be required to increase revenue across all the SME direct and indirect channels, namely: Direct sales force, Virtual Sales account managers, Telesales, Branded retail stores and the Online platform.
• A weekly sales cadence will be required with a view to provide pipeline size across the channels, conversion to a sales order and ultimately to revenue generation as measured by revenue targets.
• The role is required to hunt for new SME logo’s that will yield a sizeable growth in existing revenue
• The role is required to farm existing SME’s and increase share of wallet accordingly
• The role is required to manage the ASPU generated from the SME segment, with an objective to ensure that high tariffs are sold for the mobile products, which naturally drive a high ASPU
• Channel partners will be an extension of our EBU distribution, aim will be to leverage our partners to increase market coverage. This role will be required to seek National strategy for Partners from the Partnership HOD in Head office and then will be required to define regional partner strategy that is aimed at building the partner eco-system across the MTN partner landscape, being, MTN Distribution partners, MTN Certified Resellers, MTN Certified Resellers, MTN Strategic / Alliances Partner, MTN Solutions Partners  (On-Billers). Aim for all, being to increase partner market size and revenues for SME
• The role is required to segment the existing partners in relation to the SME landscape, provide a gap analysis and use the output as an acquisition plan to increase SME partnership Gauteng market size
• A weekly sales cadence will be required with a view to provide pipeline size across the SME partnership  segment, conversion to a sales order and ultimately to revenue generation as measured by revenue targets.
• The role is required to hunt for new Partners that will yield a sizeable growth in SME existing revenue
• The role is required to farm existing Partners and increase SME share of wallet accordingly

Focus on providing exceptional Client Experience

• Partner with Head Office Client services to ensure delivery of exceptional client experience for all SME across Key accounts and Indirect channel segments for the Gauteng Region
• Conduct regular CSAT surveys to monitor SME client satisfaction across the segments

Ensuring a culture of Operational Excellence

• Ensure accurate and timely sales forecasting process for Key SME accounts and Indirect channels.
• Ensure the adoption of the appropriate sales discipline as well as the full use of Sales Cloud forecasting tool
• Achieve forecast accuracy of -2%, +5%
• Ensure appropriate business predictability for the SME Sales segments
• Ensure the right sales organisation structure to enable better customer experience
• Lead, develop and coach the SME regions team on-the-job.
• Improve the employee engagement through the GCA action plan.
• Ensure the attraction, development and retention SME Gauteng Regions talent
• Build a professional SME regions team.
• Ensure a culture of continuous evaluation and improvement.
• Drive a culture of high performance, accountability, and consequence management.
• Meet and exceed annual employment equity targets.

Leadership and Direction

• Lead the definition and sizing of target market segments and regions, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Manage complex enterprise contract negotiations, in cooperation with SME Segment and Regional sales leaders and the legal services team.
• Prepare and provide regular business reviews to SME and Gauteng region business leadership regarding strategic initiatives, segment, regional and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Development

• Drive the development of the business pipeline by engaging with prospects, partners and key customers.
• Lead the development of segment and regional-specific messaging and collateral materials that effectively communicate the MTN value proposition for SME Sales
• Use data to produce forecasting models, metrics, reports, analyses and dashboards to drive key business decisions across the SME Sales, to influence both strategic and tactical decision-making.
• Partner with SME Segment and Gauteng Region sales leaders to drive core Sales Operations processes such as territory planning, quota development, sales performance management and sales incentive programs.
• Possess exceptional depth and breadth across all SME Gauteng regions Sales offerings, view business issues from multiple expertise angles and leverage deep expertise to offer commercial propositions and solutions.
• Build and maintain accurate sales forecasts against key performance indicators.
• Collaborate with SME Segment and Gauteng Regional sales leaders to identify and partner with strategic prospects, with an aim to converting them into clients.

Qualifications
Education: 

•  3 Year Tertiary qualification in Commerce or equivalent 
• Master’s degree will be advantageous (MBA or relevant Master’s degree)

Experience:

• 8+ years relevant enterprise experience with minimum of 4 years in SME Segment 
• Advance knowledge in telecommunications 
• Proven experience in development, roll-out and management of SME  segment
• 5 years senior management experience or more; with at least 3 years in relevant sector/ industry (understanding emerging markets advantageous).
• Work experience across diverse cultures and geographies is advantageous.
• Strong leadership skills and experience leading a team of sellers focusing on SME market and or channel business .

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Responsibilities
Key Performance Areas

• Business/Operational Planning & Budgets
• Plan, facilitate, co-ordinate and consolidate the Technology business plan
• Advise and Support the Technology management on the annual Business planning and quarterly forecasting
• Forecast, plan, develop and review Technology budgets and plans in line with MTN SA financial requirements and Group guidelines
• Adopt a consultative approach to working with the business to identify opportunities for improvement in business operations, processes and resources. 
• Develop and manage project initiative budgets in line with business objectives
• Draft and submit budget proposals in line with business objectives, and recommend subsequent budget  changes where necessary
• Develop and maintain the necessary tools and processes to aid in the planning process and ongoing   monitoring and evaluation
• Drive improvements to methods and processes to increase productivity, at the same time maintaining strict   quality levels
• Recommend changes and modification to systems, processes and procedures as required to ensure timeliness,  accuracy and efficiency
• Ensure that all month end, quarter end and year-end requirements are met within the required time frames

Reporting & Feedback

• Understand and document existing and new business processes and requirements
• Prepare routine reports. Provide input from the perspective of cross-departmental functions
• Ensure traceability of requirements from business through to development and implementation
• Identify and prepare relevant information and data for reporting purposes
• Develop appropriate analytical models and reports to support informed decision-making
• Coordinate process measurement requirements to ensure efficient and effective use of information resources
• Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions   that can be motivated
• Report on a monthly basis on issues relating to progress made and in accordance with the measurement   metrics set by the organisation. Highlight to the management significant deviations from defined  performance metrics
• Report on a regular basis on specific projects, as required
• Prepare and deliver presentations to management on status of programs, inventory management, network and  IT KPIs initiatives, budgets, forecast and actual spend. Highlight deviations from plan and make  recommendations for corrective action
• Ensure that all reporting is accurate, relevant and is delivered on time

Customer Satisfaction

• Build and maintain strong relationships with all MTN SA stakeholders
• Align service delivery to changing market segments
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or  product
• Deliver first time right service excellence

Project/Program Management 

• Develop and drive the execution of agreed projects
• Set and continually manage programme expectations with team members and relevant stakeholders across  the business including Heads of departments
• Effectively communicate programme expectations to team/ project members and stakeholders in a timely and  clear manner
• Effective utilisation of resources and coordinating the efforts of team members (including cross- functional   teams) in order to deliver projects according to plan
• Drive the implementation, tracking, monitoring and compliance of Projects
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model
• Risk management

Qualifications
Education: 

• Minimum of 3 year tertiary degrees in Business/Finance/Financial Management/Management Accounting (BCom, BAcc)

Experience:

• Minimum 5 years in finance and business management preferably within the Telecommunications Industry
• Experience working in a medium to large organization
   

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Responsibilities
Strategy Input and Implementation

• Contribute to the strategic vision for AI/ML and data engineering, ensuring alignment with business goals.
• Identify opportunities where AI/ML can create competitive advantages, enhance customer experience, and drive revenue growth.
• Guide the adoption of emerging AI trends, including generative AI and LLMs, to maintain technological leadership.
• Partner with business leaders to define key AI/ML initiatives that align with corporate objectives.
• Stay ahead of industry trends, ensuring the company remains a leader in AI/ML applications.
• Research and prototype new AI techniques, particularly in Generative AI and Large Language Models (LLMs).

 AI/ML Model Development & Optimization

• Design, develop, and implement AI/ML models to support predictive and prescriptive analytics.
• Continuously refine AI methodologies to improve efficiency and accuracy.
• Optimize AI algorithms for performance, scalability, and real-world applicability.
• Ensure AI models are explainable, bias-free, and aligned with ethical AI principles.
• Deploy models in production environments across cloud platforms (GCP, AWS, Azure, Oracle Cloud).

Data Engineering & Infrastructure Management

• Oversee data pipelines, ensuring efficient data collection, cleaning, and transformation.
• Develop scalable data architectures to support AI/ML workloads.
• Implement automation tools to streamline data processing and model training workflows.

Forecasting & Business Intelligence

• Develop forecasting models that improve decision-making and business planning.
• Leverage AI for real-time analytics and business insights.
• Implement AI-driven solutions for customer behavior prediction, market trends, and operational efficiency.
• Use AI to analyze competitor data, identifying industry trends and market gaps.
• Provide insights that inform product development, pricing, and go-to-market strategies.
• Benchmark AI/ML capabilities against industry leaders to maintain competitive positioning.

Budget, Cost Control & Reporting

• Optimize operational expenses while maximizing revenue generation.
• Provide regular financial reporting and forecasting on platform performance.
• Manage, monitor and control the budgetary needs for Programmes/ Projects in line with business objectives.
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
• Monitor costs and determine initiatives to increase efficiencies and optimise resources - maximise cost/benefit ratios .
• Where relevant, ensure Vendor and IT costs are effectively managed.

Data Visualisation and Storytelling

• Develop dashboards and reports using Tableau, PowerBI, and Databricks to communicate AI-driven insights.
• Present complex data in a clear and actionable manner to both technical and non-technical stakeholders.
• Drive a data-driven culture within the organization by enabling access to AI-powered insights.

Collaboration & Stakeholder Engagement

• Work closely with product, technology, and business teams to integrate AI solutions into company offerings.
• Translate business problems into AI/ML-driven solutions, ensuring commercial viability.
• Act as an AI/ML SME, providing guidance on best practices and ethical AI deployment.

Qualifications: 

• Minimum of 4-year tertiary degree in related field (Data Science, Mathematics, Statistics, Computer Science)
• Master’s degree is advantageous

Experience: 

• Minimum 5-6 years experience in data science with a bias to software engineering AI/ML
• Demonstrated experience in deploying AI solutions in cloud environments and integrating AI insights into business strategy.
• Experience working in a medium to large organisation
• Worked across diverse cultures and geographies advantages
   

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Responsibilities

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Working domain across Engineering, Implementation and Operations
• Interface with Procurement, Warehouse, Planning, Network Operations, Regions.
• Visit supplier premises to evaluate existing and new products for evaluation
• Ability to keep track of global technology advancements and stay abreast of standardization work of relevant industry bodies

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

• Strategy Development 
• Contribute to the definition of the products and specification strategy clearly describing the future vision for type approvals required and identifying key decision points to enable this vision to be achieved. 
• Participate in the translation of the products and specification strategy into long range plans. 
• Assist in formulating inputs towards the overall technology strategy. 
• Assist in delivering a product specification within a 3-year time horizon taking global technology developments into consideration.

Planning & Delivery 

• Determine / design site build & resilience product specifications. 
• Prepare technical evaluation criteria for products, evaluate products and present findings to product and specification committee (PSC). 
• Perform technical adjudications on new or existing products. 
• Manage product integration into the network by liaising with MTN staff (Engineering/Implementation/Operation) informing them of new products or processes. 
• Coordinated all RAN (BTS and Transmission) and Resilience specification changes and update all relevant specifications. 
• Ensure that the contents of site build Bills of Materials (BOM) are up to date for material planning requirements. 
• Develop cost saving and innovative ideas. 
• Assist with obtaining National build objectives as per agreed list. 
• Maintain knowledge regarding global trends in network power solutions. 
• Liaise with suppliers and assist staff on Transmission, RF, BTS, AC and DC power systems, Cooling, and other products used in the Implementation & Rollout domain. 
• As the specialist you will advise teams and or resolve technical problems that arise while implementing projects. 
• Support MTN Group with regard to specifications and product introduction. 
• Investigate all new products introduced by vendors and ensure seamless installation into network. 
• Write technical product specifications and enforce that products used for BTS site build meets the required technical standard and is correctly specified prior to deployment into the network. 
• Write and update RAN and Resilience specifications and ensure specification change control management. 
• Perform Technical evaluations of PSC submissions and present to PSC Committee to approve products accordingly.

Project Management

• Develop and drive the execution of agreed products until handover to the project management office for rollout
• Drive the implementation, tracking, monitoring and compliance of the products approved
• Contract management in line with Procurement Policies
• Risk management in respect to life span of the products being presented to PSC
• Communication and co-ordination
• Ensure communication of plans and integration of feedback
• Prepare product specification documentation.
• Co-operate with and support of other network group departments at all levels.
• Manage and interface with other areas of the business outside of the core implementation department as required for successful planning and implementation (e.g., with Suppliers, 3rd Parties, local M&E Engineers, and Business & Logistics department to ensure that contracts from a technical perspective are negotiated in the best interest of MTN)
• Interface with legal and / or regulators where required.

Financial Management

• Continuously strive to identify and eliminate non-contributory expenditure
• Supervisory / Leadership / Managerial Tasks:
• Influence subordinate Specialist / Engineers (local or regional) w.r.t product and specification related issues and policy.
• Act as technical representative in contract negotiations with Commercial/Legal departments
• Assist in controlling budgetary management for both capital and operational expenditure in line with the Business Units requirements.
• Communicate actively throughout Network Group.
• Develop and manage standards and specifications.
• Technical leadership

Qualifications
Job Requirements (Education, Experience and Competencies)

• Education: Global Education Standards 
• B Degree or National Technical Diploma with relevant experience

Experience: Global Experience Standards (5)

• Experience in the engineering and implementation environment in respect to mobile rollout and products / solutions thereof
• Worked across diverse cultures and geographies advantageous.

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Responsibilities

Brand & Marketing Strategy Development and Alignment 

• Set the vision for marketing and ensure strategy  is aligned with company strategy and the drive for growth in the digital, enterprise and all other alternative revenue streams
• In collaboration with team, execute the Brand & Marketing strategy and plans 
• Based on strategy, consistently provide direction, structure, business plans and support and ensure these are in line with the overall MTN strategy, divisional goals, and market needs and requirements. This includes identifying required resources, personnel and funding to achieve the divisional goals
• Track market trends and keep up to date on competitor activity in the Telco/Techco industries
• Develop strategies and mindsets to aid in the increase the Net Promoter Score

Operational Delivery Management - Brand Management

• Translate brand positioning into action by creating frameworks, roadmaps, execution plans, course corrections and ensure  project leadership cross functionally and work stream leadership
• Lead monitoring of adherence to brand guidelines, customer experience and brand roadmaps based on brand positioning
• Re-energize the MTN Brand across all business units and all functions, to ensure alignment to brand guidelines and drive focus towards new digital and social channels
• Ensure alignment across the marketing value chain, including external agency touch points
• Ensure MTN’s intellectual property is protected throughout the OpCos by ensuring the brand is trademarked
• Manage brand thematic communications

Stakeholder Management

• Implement effective measurement tools to allow MTN to understand the impact of marketing, sponsorship, online and search campaigns
• Manage relationships and contracts with relevant third parties, vendors and suppliers 
• Provide support to all stakeholders for global brand and marketing  strategy, evaluate ROI and annual marketing plans
• Implement effective metrics that track KPIs for Marketing execution in the BUs and monitor and track  performance against these 
• Ensure alignment across the marketing value chain, including external agency touch points
• Manage the Opco engagement related to all marketing campaigns across multiple functions. 
• Work closely with VP office as a point of escalation where OpCo response to Group marketing initiatives is poor
• Manage the Opco engagement related to all marketing campaigns across multiple functions. 

Budget and Cost Control

• Develop and provide input into area’s budgets and plans and collaborate closely with finance business partners and GM in the process
• Ensure the Efficient allocation and spend of the marketing budget – drive a positive ROI on marketing spend
• Manage and optimize the budget, Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximize cost/benefit ratios     
• Ensure Vendor and IT costs are effectively managed
• Manage projects  or initiative budgets in line with business objectives

Governance, Policies & Procedures 

• Develop procedures, policies and work flows to instill clear governance and reporting adherence for Marketing activities which take place within the BUs
• Keep abreast of legislation and identify operational changes required to ensure compliance and improve efficiency. Sign off / make decisions regarding operational changes 
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Oversee and ensure the establishment of systems and practices in order to comply with best practices, legislation or other regulations and guidelines 
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Set up and participate in operational and tactical meetings, where required, 

Continuous Improvement

• Drive continuous improvement on all business development verticals 
• Keep abreast of international best practice, technologies and industry trends. Keep up to date with new products and services and their impact on MTN SA 
• Proactively research relevant best practice and processes, recommending translation of these in the strategic framework
• Review and encourage team idea generation
• Lead and/or play an active role in transformational and strategic projects impacting area of responsibility

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
• Lead, develop and coach the marketing teams on-the-job
• 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 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.

Education

• Bachelors degree in Commerce, Marketing or related area
• Post Graduate qualification advantageous

Experience

• Minimum 7-11 years’ experience including:
• Minimum 3 years of Senior Management Experience
• Minimum 5 years managing staff
• Work across diverse cultures and geographies
• Experience in Telco industry
• In depth understanding of MTNs products and services
• Experience with marketing strategy development and execution
• Successful track record in strategic brand management
• Good understanding of Marketing enablement
• Good understanding of the media landscape
• Experience with master brand and sponsorships
• Extensive knowledge of various marketing channels and tactics, including digital marketing, advertising, social media, content marketing, and PR.

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Responsibilities

Key Tasks 

• Ensure all team members are aligned in the online data collection requirement and POPI compliance.
• Develop, implement, track and optimize online marketing campaigns across all digital channels
• Oversee online lead management process and maximised online platforms to generate leads
• Achieve sales & revenue targets annually for the online channel.
• Use analytics and data to support recommendations for more online campaigns.
• Track online conversion rates and recommend improvements
• Measure and report performance of all digital marketing campaigns, and assess against goals (ROI and KPIs)
• Brainstorm new and creative online growth strategies (Innovation)
• Collaborate with internal teams (Commercial) to create online journeys and optimize user experience.
• Instrument conversion points and optimize user funnels
• Implement online marketing tools and strategies and be able to lead integrated digital marketing campaigns from concept to execution.
• Utilize strong analytical ability to evaluate end-to-end online customer experience across multiple channels and customer touch points.
• Prepare accurate reports on our marketing campaign’s overall performance.
• Plans and executes all web, SEO/SEM, database marketing, email, social media, and display advertising campaigns
• Completes digital marketing department operational requirements by scheduling and assigning employees and following up on work results.
• Creating and implementing regular online campaigns. Collect email addresses using a wide variety of means and customer information. These information to be used in email blasts of their online campaigns.
• Develops digital marketing teams by providing information, educational opportunities, and experiential growth opportunities.
• Develop agreed plans for all accounts and utilise these both with the regional sales team, Partners and channels.
• Provide input into overall online Strategy.
• Achieve all online growth targets in line with EBU growth plans
• Actively and strategically targeting new business acquisitions through Online Channel
• Opportunity Management through developing online channel campaigns 
• Provide input into operational and promotional planning which will ensure revenue growth within online channel.
• Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.
• Implement Revenue generating initiatives for acquisition and retention for Online Channel

Customer Satisfaction

• Ensure delivery on customer specific strategies across online channel
• Ensure effective delivery for excellent customer experience in online channel
• Oversee the establishment of SLA’s with customers.  Manage the output. and ensure reporting on delivery and sustainability through the SLA Management and SLA reporting functions respectively across online channel.
• Put contingency plans in place to prevent delays and enhance the customer experience for online channel
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to online customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery 

Reporting 

• Report on results for the area, including the compilation of periodical activity, budget compliance and feedback reports. Report to the business and key stakeholders
• Ensure ongoing communication to critical stakeholders within EBU and with CMO Marketing, Partners, Technology and Network, IS and Finance

Account management

• Resolve escalated issues or escalate as appropriate.
• Increase MTN’s Brand presence continuously by increasing MTN influence within online space.
• Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
• Prepare reports on Partner account performance as required.
• Monitor growth opportunities through competitor activity scanning and feedback to business.
• Recommend ways to exploit new opportunities to grow the business further.
• Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

• Ensure all escalated customer queries are attended to and resolved within agreed SLA’s.
• Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
• Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
• Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

• Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
• Maintain quality standards that will enhance the customer experience and cost efficiency.
• Work consistently according to standard operating procedures.
• Analyse situations and take necessary action to ensure quality is maintained.
• Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management

• 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
• Allocate the right customers to the right staff
• Motivate staff through innovative into action.
• Build brand credibility.
• Build future business plans.
• Reckoning innovative solutions to enhance sales.
• Make continuous improvements system, process and procedures level. 
• Identified innovative ways to use minimum resources to achieve maximum outputs.
• Identify and exploit new opportunities to grow new business.
• Proactively seek information on business issues, particularly outside the scope of the area which may impact on the results.
• Implement cost saving activities
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with EBU
• Streamline the channel in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Utilise business intelligence to identify trends and risks for MTN

Leadership and Direction

• Lead the definition and sizing of target market, customer base and key alliances and partnerships.
• Identify, evaluate and structure key partnerships and alliances to ensure continued financial health and maximum value creation. 
• Build and manage a highly talented solution sales team, focused on driving adoption and market penetration.
• Prepare and provide regular business reviews to channels regarding strategic initiatives and overall sales performance against goals. Highlight successes, challenges, roadblocks and actions.
• Hold direct reports accountable for the achievement of business plans and take corrective actions where necessary to ensure achievement of business objectives.

Business Analysis

• 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 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputsSupervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory / Leadership / Managerial Tasks: 

• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the Team KPAs and KPIs that will be cascaded to each member
• Performance management and identification of training needs
• Drive a culture that embraces and lives the MTN brand values, and ensures compliance across the channel
• Accountable for a customer centric culture and shift to legendary service provision
• Build talent by identifying and developing new leaders for the respective environment
• Employee relations and collaborative teamwork 
• Manage Employment Equity and diversity 
• Coaching and guidance of subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Integrate various activities of division 
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all affected teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and targets are achieved
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance 
• Build and enforce a customer centric approach 
• Build employee relations and collaborative teamwork 
• Live the MTN Brand – change and influence employees’ behaviour

Education:

• Minimum of 3-year tertiary Education (Sales / Financial /Marketing / Communication) 

Experience:

• Manager track record of 5 years or more managing; with at least 3 years in relevant sector/ industry 
• 3 Years in Retail Channel 
• At least 5 years Sales experience in managing sales team and developing channels (e.g. Sales Manager, consulting) and exposure to national and international trends and strategy.
• At least 5 years of leadership experience in Sales Manager position, in fast moving technology intensive industries
• Business planning experience 
• Worked across diverse cultures and geographies advantageous.
• 3 Years proven experience in building channels and developing channels strategies preferably Retail Channels.

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Responsibilities

• The Administrator – Risk and Compliance is responsible across the following below areas:

Access Management:

• Manage user access process to the Oracle Fusion platform via the following areas:
• User provisioning

Manual provisioning

• Executes the process to ensure valid, accurate and complete user provisioning (de-provisioning) per request for cloud across multiple environments (pre-production and production) from ticketing management tool
• Performs provisioning of all users using the Advanced Access Review (AAR) module that evaluates SOD ruleset violations, prior to access being assigned
• Implements OpCo specific auto-allocation rules to ensure new functionality becomes available post impact and risk assessment

Automatic provisioning (auto allocation)

• Implements the changes for OpCo/Support specific auto-allocation rules for positions

Access Certifications 

• Assists in the planning and execution of access certifications in collaboration with OPCO’s/GPL’s
• Assists in providing regular updates and analysis of access certifications
• Assists in executing the removal of access, as outcome of the certification process

Incident and request management, and coordination and oversight on third-level and fourth-level resolution:

• Resolve incidents and requests raised by the users in a timeous manner for the provisioning of users, by acting as first-level of support and safeguarding MTN BOOST Global Template (GT)
• Engage with relevant stakeholders constantly to quickly and accurately identify the root cause of issues or problems to minimise delays/slippages and create Frequently Asked Questions (FAQ) document to address recurring issues
• Escalate issues that may result in considerable time, scope, employee/client, or cost impact according to established governance structures
• Ensure smooth running of day-to-day operations and user support
• Triage incidents and requests, and escalate to the third-level support performed by support service provider
• Coordinate timeous resolution of incidents and requests raised with support service provider
• Identify opportunities for achieving operational efficiencies through continuous improvement activities
• Conduct research and trend analysis to support strategic initiatives

User manual updates:

Update of the following user manuals:

• User management (Cloud and on premise)
• Auto-allocation
• User provisioning and ticketing
• User provisioning way of work (FAQ’s knowledge repository)

Compliance management:

• Provide input as required for internal and external audits and review of risks and controls
• Provide inputs as required to support implementation of corrective actions based on audit findings and policy changes

Information Technology General Controls (ITGC’s):

• Providing assurance partners with evidence of ITGC’s execution

Contracting, recharge model, budget cycle, business, and financial cycle including Talent and Performance Management (TPM):

• Support the GRC team, to provide domain specific inputs to Financial Operations team 
• Provide inputs to the budget planning activities as required
• Focus on self-development by taking relevant trainings

Governance forums, integration, and oversight reporting:

• Provide data and inputs to various reports to be presented at MTN group governance forums, MTN BOOST Lead steercos, OpCos and partner governance forums
• Participate in governance forums for timely feedback (if and when requested)
• Foster strong relationship with respective OpCos and MTN group function (stakeholder accountable for the function) to drive the GRC objectives

Education:

• Minimum of 3-year tertiary diploma in IT, Finance, or Risk Management or equivalent 
• Fluent in English with the ability to communicate and describe complex technical solutions in easy-to-understand concepts

Experience:

• Minimum of 2 years’ experience in role provisioning/risk management/compliance as an area of specialisation
• Experience in Telecom / Finance / Insurance industry (preferred) or an equivalent multi-national organisation with extensive geographic footprint (Preferred) 
• Experience working in diverse cultures and geographies (Advantageous) 
• Large ERP Experience (preferred)
• Cloud experience (preferred)

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Responsibilities
Operational Processes

• Work consistently according to defined standard operating procedures.
• Input into identifying ways to fine tune procedures and the application thereof.
• Gather information and dhare experiences and knowledge of relevant work matters to ensure delivery of results.
• Overcome obstacles encountered by using previously learned methods of solution; or report back, escalating through channels provided, seeking advice from authority.
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.
• Support the work performed by others.
• Prioritise work to ensure that all deadlines are met.

Customer Queries Resolution

• Resolve customer queries within agreed SLA’s. This will include end to end query resolution with correct escalation path and feedback to the business and external customers.
• Calculate the credit(s) due to customers, if any is due to the customer.
• Doing follow ups on query raised and provide necessary feedback to the business and the customer.
• Based on issues identified during queries investigation give input to the relevant stakeholders to fix the issues. 
• Resolution of any queries raised, timeously and ensuring appropriate corrective action through relevant stakeholders. 
• Ensure revenue leakages identified via the Revenue Assurance process is continuously updated.

Customer Satisfaction/Service

• Managing all inbound and outbound campaigns and calls as per the agreed KPI’s and SLA’s.
• Loading of Outbound campaign files on the dialler as and when required.
• Manage all administrative functions with the help of systems. 
• Manage contact center service levels and answer rates.
• Ensure delivery of exceptional customer service that would positively impact on the Customer Satisfaction Index
• Ensure maintenance of customer confidentiality at all times
• Handle escalated queries and ensure the resolution as per the agreed SLA’s. 
• Management of walk-in customers
• Ensure workflow continues without interruption

Monthly Customer invoicing

• Prepare trend analysis of customer invoices with the objective to pick up anomalies.
• Investigate and report all invoicing abnormalities identified.
• Raise query tickets and consolidate the team query reports.
• Liaise with Billing to raise adhoc invoices when required.

Debtors Management:

• Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
• Maintain collections path management within agreed SLA’s.
• Testing of collection plans to ensure collection paths are working correctly and optimally.
• Clearing collection path errors – incorrect segmentation; manually invoked collection paths; accounts fast-tracked to legal.
• Maintenance of exclusion accounts.
• Perform monthly deactivations (involuntary churn) reporting.
• Run weekly age analysis and monitor balances.
• Ensuring that the customer call cycle is strictly adhered to and achieved.
• Promote rehabilitation of outstanding accounts.
• Ensure credit card accounts are actioned – expired credit cards, RD’s.
• Ensure staff members achieve their collection targets that have been set for them.
• Manage small balance write offs on a regular basis. 
• Manage high usage reports/alerts and ensure timeous execution.
• Management of nursery book to ensure accuracy of details and prevention of default.
• Review and maintenance of credit limits.
• Positively impact cash flow by ensuring the accurate and timely collection and processing of payments of accounts receivable.
• Accurate allocation of payment to invoices as per remittance received within agreed timelines accurate accounting records.
• To handle disputed accounts and negotiate with clients to bring payment in line with terms.
• Produce regular (agreed timelines) and accurate reconciliations for customers’ accounts and ensure that payments are allocated, and these are stored centrally for ease of access.
• Timely engagement with customer on default payments
• 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.
• 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 / bi weekly and monthly basis.

Supervisory /Managerial/Leadership Complexity:

• Day to day management of staff.
• Train and develop team members on an ongoing basis. Recommend training and development interventions and follow through to resolutions. Coach staff on company policies and procedures
• Consistent Performance Management monitoring.
• Conflict resolution and disciplinary action in accordance with MTN code of conduct
• Ensure staff KPIs and PDPs are in place and managed and handle all HR and IR matters

Risk Management

• Ensure the Credit risk exposure is within the acceptable risk. 
• Ensure compliance with MTN credit risk framework. 
• Manage working capital within required parameters and Operating budgets.
• Provide a framework and fine-tune systems to ensure the effective collection of outstanding funds in accordance with the terms stipulated in the relevant commercial agreements. 
• Engage and influence to ensure alignment of key stakeholders.
• Ensure that MTN is always in possession of the latest customer information to assess risk exposure.
• Calculate and report on bad debt and credit notes provisions at a customer level monthly within deadline.
• Establish relationships to optimise collections activities.
• Manage debtors’ days (terms) within company targets or policy.
• Provide input in all relevant commercial agreements drafting and operate within the agreements.
• Ensuring all credit and collection policies and procedures are adhere to.
• Perform risk assessment on new and current accounts to ensure Credit risk exposure is within the acceptable credit tolerance levels with MTN SA.

Reporting

• Prepare provision & bad debt reports monthly.
• Daily, Weekly and monthly Debtors Performance Reporting using the Age Analysis as the bases.
• Prepare and Manage all other reporting required in line with collections requirements and Analysis of Accounts.
• Prepare Cashflow Reports within the deadline.
• Closing Receivable Month-end and report / Recons (Sub-Ledger to GL).
• Contribute and departmental projects.
• Manage and monitor core operating systems.
• Ensure that all reports are submitted as per the set deadline on a daily and monthly basis
• Analytical skills, with the ability to create and process financial spreadsheets.
• The ability to analyse and interpret information.

Customer Relationship

• Responsible for maintaining and building good internal and external customer relationship based on MTN Brand values.
• Liaise with customers to ensure client expectations and service levels are being adhered to regarding maintenance of customer accounts 
• Ensuring that client queries are resolved within agreed SLA’s, TAT’s and set guidelines 
• Attend client meetings to speedily resolve outstanding queries, so that the client can pay within stipulated time lines (payment terms).
• Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
• Responsible for escalation and feedback to customer on all issues and matters raised both by customer and channel (sales, etc.)
• Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items. 
• To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Managed audits

• Liaise with internal and external auditors to resolve audit points by ensuring that they are dealt with effectively and timeously.
• Ensure the auditors receives all the required information to ensure that audits are completed within deadline and budget.

Project Management 

• Contribute to delivery of agreed projects including primary controls, policies and procedures.

Quality Management

• Ensure evaluations and quality checks are done according to MTN quality standards.
• Ensure adherence to credit management primary controls, policies and procedures.
• Ensure service delivery according to MTN SA quality standards.
• Ensure alignment to legislative and regulatory requirements (NCA, CPA, etc)
• Ensure Audit findings are addressed and completed

Qualifications
Education: 

• Credit Management Certificate / Accounting Certificate
• 3-year Diploma /3-year Degree 
• Credit Management training or accreditation

Experience:

• Minimum 5 years credit control experience in a corporate environment with high focus on service delivery
• Minimum 3 years accounting experience 
• People Management in large environment

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Responsibilities
Task Complexity:

• Operational Processes
• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
• Work consistently according to standard operating procedures

Task execution

• Answer inbound customer cancellation communications with the objective to saving and retaining the customer.
• Outbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer
• Responding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer
• Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc.
• Use of the various saves tools to save customers, retentions playbook.
• Initiate dial campaigns to discourage customers from “churn”
• Strive to make customers feel valued and important and prevent them from leaving
• Maintain excellent customer relationships
• Attend to queries and needs of customers as required within procedures
• Process upgrade documentation when a customer has decided to upgrade
• Escalate any anomalies or problems to management
• Draw up comprehensive action manager notes for all transactions
• Compile daily productivity reports as required
• Improve methods of carrying out work through on-the-job concrete experience
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused
• Support the work performed by others
• Continuously improve knowledge around new technology in telecommunications
• Deal with inbound and outbound calls
• Attend to correspondence via all channels required
• Perform ad hoc projects on an occasional basis as required

Problem solving

• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization
• Sort, accumulate and analyze information about a particular situation or problem to assist with problem solving
• Initiate resolution of operational problems
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers
• Offer input and judgments relevant to own technical expertise and experience
• Base judgement predominantly on knowledge, skills and experience to solve problems
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order to solve problems

Customer Service (internal / external)

• Ensure that all Supersonic customers feel valued and important
• Provide accurate advice and information to customers and adhere to quality standards
• Consider the implications of actions to be taken on the image of the company
• Understand the immediate consequence and impact of activity on the business
• Respond and attend to queries and problems in line with set guidelines
• Escalate unresolved queries timeously
• Ensure quick and accurate processing of customer queries
• Deliver first time right service excellence – “Do it right the first time”

Schedule adherence & timekeeping

• Ensure adherence to planned schedules
• Ensure that all service levels are met including call answer rate, abandonment ratio, average handled time, call work, breaks, adjustments, personal time, unavailable, dispositions, csat, nps etc.

Quality Assurance

• Ensure that quality assurance targets are achieved
• Ensure that all customer communications are done in a compliant fashion via adhering to the call guide and scripts.
• Ensure that customers are provided accurate information with regards to their products and services
• Ensure that customers are provided the required legal information that is required by law and Supersonic policies
• Ensure that customers are provided the required legal information that pertains to their contracts
• Identify processes and procedures where the quality of work may be improved.
• Understand the consequences of not maintaining quality focus and operate appropriately
• Ensure Supersonic quality standards are implemented correctly.

Qualifications
Education:

• Matric
• Certificate/ Diploma in Commerce (Marketing/Communications or related) will be an advantage.
• Global Experience Standards 
• Minimum of 2 years’ experience in a area of specialization; with experience in working with others
• Experience working in a small to medium organization