Current Vacancies at MTN

JOB DESCRIPTION

Strategy and Development 

• To oversee the alignment of Group Strategy and MTNSA organisational strategy which includes operating systems, procedures and processes.
• Driving strategy implementation across all business units
• To integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different divisions. 
• In conjunction with Group, this role will provide inputs into the operation matrices within the business to achieve optimal performance.
• To align operational needs of the department to external economic and commercial environment for sustainability.

Business Management

• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, reporting tools for adoption 
• Define the standards and set targets for operational performance across various activities and identify the parameters for measurement of performance.
• Provide Operational and Strategic direction for business and operational management across the organisation.
• Define and drive performance management for MTN SA EXCO, ensuring cross functional alignment, as well as alignment with Group functions

Operational Delivery

• Oversee the consolidated business performance reporting for all P&L’s
• Define operational governance framework
• Advise and support the business operational improvement for digital, enterprise and consumer business positioning.
• To coordinate the integration of technology landscapes across the different business streams.
• Coordinate all supporting functions to enable commercial and technology business units to deliver on the Companies objectives

Budgets

• Develop and manage of divisional budgets in line with business objectives;
• Develop and manage project initiative budgets in line with business objectives; and
• Ensure that the profitability of the company is increased.
• Advise and Support the annual Business planning and positioning of our 3-year plan

Reporting                                                

• Report on a monthly basis including EXCO progress made within the division and in accordance with the measurement metrics set by the organisation;
• Highlight to the management significant deviations from defined performance metrics; and
• Report on an adhoc basis on specific projects, as required.

RESPONSIBILITIES

Strategy and Development 

• To oversee the alignment of Group Strategy and MTNSA organisational strategy which includes operating systems, procedures and processes.
• Driving strategy implementation across all business units
• To integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different divisions. 
• In conjunction with Group, this role will provide inputs into the operation matrices within the business to achieve optimal performance.
• To align operational needs of the department to external economic and commercial environment for sustainability.

Business Management

• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, reporting tools for adoption 
• Define the standards and set targets for operational performance across various activities and identify the parameters for measurement of performance.
• Provide Operational and Strategic direction for business and operational management across the organisation.
• Define and drive performance management for MTN SA EXCO, ensuring cross functional alignment, as well as alignment with Group functions

Operational Delivery

• Oversee the consolidated business performance reporting for all P&L’s
• Define operational governance framework
• Advise and support the business operational improvement for digital, enterprise and consumer business positioning.
• To coordinate the integration of technology landscapes across the different business streams.
• Coordinate all supporting functions to enable commercial and technology business units to deliver on the Companies objectives

Budgets

• Develop and manage of divisional budgets in line with business objectives;
• Develop and manage project initiative budgets in line with business objectives; and
• Ensure that the profitability of the company is increased.
• Advise and Support the annual Business planning and positioning of our 3-year plan

Reporting                                                

• Report on a monthly basis including EXCO progress made within the division and in accordance with the measurement metrics set by the organisation;
• Highlight to the management significant deviations from defined performance metrics; and
• Report on an adhoc basis on specific projects, as required.

QUALIFICATIONS

• Minimum of 4 year Business Commercial qualification or related CA, CIMA 
• MBA (preferred) 

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JOB DESCRIPTION

To provide strategic and Operational leadership to the Technology Planning (Development), Service Operations and Infrastructure teams in Supersonic. Responsible for developing and driving the strategy and formulating clear deliverables for the portfolio to enable seamless operations that provide a positive customer experience as well as a world class service.

Key Performance Areas: 

Strategic Planning

• Formulate and implement the strategy for the Supersonic Technology and ensure alignment with overall Supersonic Strategy
• Translate strategy into clear deliverables for the portfolio
• Interpret strategic plan and formulate strategic deliverables. 
• Ensure effective monitoring mechanisms to track the implementation of strategy to ensure optimal delivery
• Develop and ensure implementation of a vendor sourcing strategy to manage technical development and delivery of requirements into the production environments
• Develop goals, strategies, and plans needed to meet SLA’s / OLA’s 
• Develop and implement an effective Business Continuity Plan for the portfolio
• Develop and ensure implementation of the Supersonic development, testing, operations and innovation strategies with the focus on automation for a Future Proof Supersonic business.

Operational Excellence

• Responsible for ensuring the ongoing development, implementation and stable operations and availability of services, systems and platforms to meet business requirements
• Translate business expectations into service SLAs and then develop, measure and monitor system SLAs to ensure agreed service levels are met and exceeded with regard to internal and external customer expectations
• Ensure processes and polices are in place with regards to expansions, upgrades and software implementation and are carried out to schedule and agreed quality standards
• Ensure all new systems introduction and replacement of existing systems are carried out to schedule and agreed quality standards 
• Develop the framework for the operational management of products and services including fault management, configuration management, performance management and change management etc. (e.g. Percentage fault resolution expected at first line, second line etc. end to end alarm definition aligned to meet system SLAs translated from service SLA’s )
• Ensure that a process is in place for seamless handover between all divisions, including Business Units
• Ensure accurate and timely business and performance reporting processes
• Direct align and manage optimal deployment of resources to ensure Company targets are met
• Ensure the right service organisation structure to enable better client experience
• Ensure appropriate business predictability across all projects
• Ensure the client-centric tools / systems are implemented, accurate and accessible to all stakeholders
• Continuously develop and recommend internal client service models to align the business performance
• Identify mechanisms to reduce occurrence of service impacting issues & achieve continuous improvement - Pro Active Monitoring, Scripting etc.
• Ensure processes are in place to ensure a quick reaction task force is able to attend to major Supersonic incidents with a view to improving on systems design and stability
• Ensure performance of deliverables is monitored, investigated for performance and functionality issues, and future designs optimized around root causes identified 
• Ensure test systems are a true reflection of the production platforms and are kept up to date
• Work with suppliers to ensure Supersonic network is running optimally and in a financially beneficial way for Supersonic

Governance and Control

• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure effective SLA strategies are in place to support the business
• Implement proper controls and processes to minimise revenue leakage
• Ensure proper project controls are in place to ensure quality work products in production
• Influence and implement aspects of data security policies
• Ensure that critical areas /have an up to date Policy, Process or Procedure in place such that Business risk is managed which also ensures that any ISO certifications can be achieved and maintained 
• Ensure Vendors conform to the contracted SLA’s
• Ensure vendor interaction is managed appropriately through RFP review

Financial Management

• Manage financial modeling of current customer as well as future customers and technologies. 
• Forecast, plan, develop and review budgets and long-range plans in line with Supersonic financial requirements and guidelines
• Ensure departmental budgets (Capex and Opex) are optimised and aligned with business requirements 
• Opex optimization and responsible for cost saving initiatives
• Manage expenditure in line with agreed budget
• Ensure contract governance is in place and administered at all levels 
• Ensure the network budget is optimal

People and Culture

• Lead, develop and coach the Supersonic Technology teams
• Act as an ambassador and role model for Supersonic by living the brand values and vital behaviors
• Make the Supersonic environment the best place to work
• Improve the employee engagement through the GCA
• Ensure the attraction, development and retention of Planning and Engineering talent
• Build a professional and differentiated Planning and Engineering team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Project Delivery

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of operational projects
• Contract management in line with Procurement Policies
• Co-ordinate operational reporting
• Risk management
• Drive automation and innovation 

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 
• Design, Analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 

QUALIFICATIONS

Education: 

• Minimum of 4-year tertiary qualification in Information Technology/ Related 
• Masters advantageous

Experience:

• At least 5 years of relevant work experience in Information Technology.
• 2-3 years of experience at the Senior Management level in the telecom industry. 
• 5 or more years working experience in managing IT in a large organisation;
• Experience and exposure to ISP business systems 
• Experience or a deep understanding of Fibre network technologies

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JOB DESCRIPTION

Identify and manage disputes and litigation of MTN SA and provide legal advice on various aspects of business, ensuring that MTN SA business functions all receive required legal support regarding disputes and litigation with high quality standards to guarantee legal risks are properly mitigated.  Handle complex multifunctional matters as well and provide a Commercial Legal service as required across all companies in the MTN Group. 

RESPONSIBILITIES

• Manage dispute and litigation involving MTN SA and third parties, including labour disputes;
• Briefing and managing external attorneys with regard to MTN SA litigation matters in the High Court, mediation and arbitration proceedings;
• Case management of various MTN SA litigation matters;
• Provide input into the formulation and implementation of MTN SA’s Legal policies, business rules and terms and conditions.
• Proactively assess the business / legal risk in all transactions and interactions considered by MTN SA, identifying issues that could arise and taking into consideration the long term (1-2 years) implications from a broad perspective.
• Conduct and advise on ongoing research of changes in legal frameworks and business development.
• Drive best practice, continuous improvement and innovation at process and procedure level.

QUALIFICATIONS

Education:

• LLB + admission as an attorney/advocate

Experience:

• A minimum of 8 years post articles experience, including commercial law.
• Experience in the telecommunications industry an advantage.

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JOB DESCRIPTION

• The Sales Contact Centre Team Leader's primary objective is to lead and manage a team of agents to maximise revenue opportunities and exceed sales targets. The role combines management, selling, coaching and leadership activities to enable the sales team to achieve their assigned targets. Operationally, the Team Leader is responsible for driving the implementation of Sales Contact Centre operational strategies ensuring that the business achieves its strategic objectives. To create and maintain a performance driven culture and ensure that contact centre processes and controls are aligned to the business objectives.

RESPONSIBILITIES
Task Complexity:

Input into Operational Planning

• Sets priorities, plans, organises and co-ordinates the work of others
• Ensure that teamwork practices are aligned with the overall sales strategy and objectives.
• Manage the execution of strategies to achieve sales contact centre metrics: Activations (Sales), conversion rates, QA scores, lead measurements and agent productivity.
• Develop a sales culture by sharing contact centre best practices, cultivating
• relationships and cascading information to agents.

Productivity and target management:

• Set and monitor agents performance objectives.
• Set, measure and monitor agent productivity targets and take the necessary corrective actions where required.
• Track and report daily, weekly, and monthly KPIs.
• Manage the team's pipeline and forecasting accurately.
• Develop monthly sale plans.
• Monitor outbound campaigns allocated to the team; update and review campaign scripts and processes to increase sales and conversion rates.
• Ensure efficient allocation and reporting of leads (outbound) and work queues(inbound).

Sales operations:

• Implement and uphold sales procedures and policies.
• Ensure compliance with operational processes and enforce customer-centricapproach.
• Supervise sales agents' quality, production, and hours.
• Review, submit and track weekly overtime to ensure accuracy.
• Resolve internal and external sales contact centre issues as the final point of
• escalation.
• Ensure adherence to quality service standards in customer interactions.
• Improve customer experience and conversion rates through call listening, qualitychecks, coaching and feedback.
• Manage day-to-day processes, systems, tasks, projects, and communication.
• Analyse contact centre data to optimize shifts, lead utilisation and conversion rates.
• Prepare and deliver weekly/monthly reports and presentations to management.
• Work closely with the Marketing to ensure full utilization of all marketing campaigns.

People Management:

• Conduct weekly and monthly performance reviews with the team and formulate action plans to improve performance. 
• Actively manage non-performance though performance improvement processes. 
• Manage misconduct, disciplinary action and performance-related matters as per company policies. 
• Communicate information in a timely, accurate and understood manner to the team. 
• Recruit, onboard and retain skilled employees. 
• Coach, mentor and enable agents to achieve objectives. 
• Ensure continuous training in objection handling and up/cross-selling and sales conversion. 
• Develop and train team members, fostering engagement and understanding of career opportunities. 
• Reward and remunerate the team based on targets exceeded and as per the commission structure. 
• Motivate team for ownership, accountability, and teamwork.

Knowledge 

• In-depth understanding of sales strategies and techniques as well as contact centre operations and processes. 
• Understanding of key performance indicators (KPIs) relevant to contact centre operations. 
• Strong leadership skills to guide and motivate the sales team. 
• Ability to set performance objectives and monitor team progress. 
• Experience in managing non-performance and implementing improvement plans. 
• Knowledge of disciplinary actions and grievance resolution processes. 
• Skill in analysing contact centre data to optimise processes, shifts and conversion rates. 
• Experience in preparing and delivering performance reports and presentations.

QUALIFICATIONS
Education:

• Minimum 3-year relevant qualification (Sales, marketing)
• Fluent in English

Experience

• Minimum 5 years’ sales contact centre experience, with 2 or more years’experience in a supervisory or team leader position. ISP experience is preferable.
• Proven track record in meeting and exceeding sales targets