MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Through ou...
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JOB DESCRIPTION:
Focused on Hunting for new revenue and handover to Farmers.
- Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
- Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Driving Profitable growth for MTN Business
- Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
- Actively and strategically targeting new business acquisitions
- Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
- Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- 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.
- Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
- Once they close the deal they hand it over to a Revenue Quota bearing sales person
Ensuring a culture of Operational Excellence
- Account management
- Resolve escalated issues or escalate as appropriate.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
- Prepare reports on account performance as required.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- 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 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
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- 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.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Education:
- Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 3 years’ experience in an area of specialisation / ICT
- Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
- ICT Experience is preferable
Training:
- Products and Services
- ICT technology
- Contract appreciation and business related courses
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Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)Key Tasks:
Driving Profitable growth for MTN Business
- Achieve weekly/ monthly and annual sales targets
- Sole responsible for hunting new fixed customers across the defined territory
- Demand generation and pipeline management
- Work closely with the Direct Sales team to jointly increase sales and maximise revenue for the Connectivity & ICT business
Ensuring a Culture of Operational Excellence
- Accurate Planning and forecasting
- Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- 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.
Connectivity & ICT Sales Portfolio Management
- Work closely with the product team to understand the current market, clients and future requirements
- Maintain a thorough knowledge of market commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts
- Management and maintenance of pipeline development, sales plans and promotional plans for the specialist Connectivity & ICT sales area.
- Provide assistance with the end-to-end management of clients’ accounts under the Head of’s supervision.
- Resolve escalated issues or escalate as appropriate.
- Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the Connectivity & ICT sales portfolio area.
- Provide input into the forecasting of acquisition numbers, retention numbers, implementation team requirements and stock required for the allocated Connectivity & ICT sales portfolio area.
- Liaise with relevant areas to ensure delivery of SLA for the assigned Connectivity & ICT Sales Portfolio area (e.g. Connectivity, Unified Communications, Cloud, Security, etc).
- Liaise with Marketing and Training to ensure provision of effective information and training as required.
- Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
- Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated Connectivity & ICT sales portfolio area and provide recommendations as appropriate.
- Prepare reports on pipeline development and sales performance as required.
- Comply and understand margins according to EBU principles
- Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Connectivity & ICT customers.
- Build relationships within all layers of these markets.
- Sales planning including developing and execution of business plans, as well as tracking of milestones.
Focus on providing Exceptional Client experience
- Build and maintain solid relationships with all stakeholders.
- Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
- Ensure all 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
- Contract management in line with Procurement Policies
- Co-ordinate project reporting
- Risk management
Business Analysis
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
- Ensure effective implementation of the integrated project management model
- Risk management
Independent thought and Judgment:
- Make decisions to drive immediate response times
- Prioritization of work.
- Goodwill credits within procedure and delegation of authority
- Evaluating credits and debits validity and allocating credit and debit value.
- Dissemination of information.
- Improvement of processes and procedures
- Personal presentation in line with company image
Education:
- Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 4 years’ experience in an area of specialisation / ICT
- Experience working in a medium organization in sales department is essential, preferably in fast moving industry
- ICT Experience is preferable
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Key Deliverables
Operational Delivery
- Develop enterprise security products by utilising data insights, consumer data, competitive intelligence, and market trends, to assess fit, feasibility and financial impact of product.
- To articulate value proposition of security products to the broader MTN community and participate in the Enterprise Security Services product roadmap priorities.
- Provide subject matter expertise by contributing towards development, roadmap, launch and optimisation of the enterprise security portfolio to enable the delivery of client-centric and outcome-focused product strategies.
- Define the commercial specification of new and existing enterprise security products by conducting market analysis to validate the strategic intent and create the business case for the enterprise security products.
- Stay abreast of industry best practice by conducting research and evaluating industry best practice, local conditions and competitor activity in order to provide insight into modern security trends that are in line with an ever-changing security landscape.
- Track the effectiveness of the enterprise security products by analysing and monitoring market share and competitive landscapes to identify product initiatives that are competitive from a feature, quality, cost perspective and meet client requirements.
- Contribute towards the integration of ICT solutions by collaborating with internal and external stakeholders, including peer product specialists from other lines of business to maximise value for the product solutions.
- Work with product teams on design and user experience refinement in the development of fit-for-purpose enterprise security services solutions in order to ensure commercial viability which align to market realities.
- Leverage multi-disciplinary partnerships by developing and maintaining strong relationships with business leaders, internal and external partners in order to respond to complex client challenges.
- Develop and execute a client feedback framework to be used for new and existing enterprise products and technologies in order to align product offerings to client needs and improve client experience.
- Drive continuous improvement on existing processes and procedures by assessing and drawing solutions from qualitative and quantitative data and making logical deductions to drive operational excellence.
- Maintain a high level of technical and commercial security product knowledge and expertise to be the ‘go-to’ expert on the offerings.
Product Sales Enablement
- Strengthen MTN’s industry presence by maintaining relationships with enterprise clients, together with the sales team and developing business quotations and presenting business cases to clients in order to drive revenue inflow.
- Drive the competitiveness of the enterprise security product by researching and developing recommendations for pricing strategies with the goal of creating marketability, maximizing sales and achieving profitability.
- Deliver effective training of sales and pre-sales teams according to the year plan.
- Develop and maintain the appropriate product and solution collateral to support Sales, Pre-Sales and Partner teams.
Governance and Risk Management
- Monitor adherence to product management policies and processes by ensuring that developed enterprise security products are taken to market according to defined process and subsequently measured against the business plan.
- Monitor compliance by maintaining awareness and understanding of regulatory standards and legislation in order to contribute to the current enterprise security strategy as required.
Building Capability
- Expand on enterprise security and broader product knowledge by interfacing with sales and support areas in order to stay up to date with industry best practice.
- Develop enterprise security product knowledge by obtaining OEM certifications and attending conferences, seminars and related courses according to the annual personal development plan.
QUALIFICATIONS
Education:
- Minimum of 3-year tertiary diploma/degree
- Relevant certification / accreditation / membership with professional body as required for role.
Experience:
- Minimum of 2 years’ experience in an area of specialisation
- Experience working in a large organisation
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Key roles that the Human Resources team performs:
- Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
- Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
- Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
- Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
- Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
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RESPONSIBILITIES
Operational Excellence
- Manages Tier 1 Assurance Support Centre Supervisors, developing procedures and systems to track support activity and achieve measurable goals while providing the oversight and training needed to ensure individual and team proficiency and compliance.
- Manage development of framework for managing, tracking and reporting on EBU Assurance performance against agreed service levels
- Engage with process owners responsible for analysing problems and define solutions which will align with all global processes
- Ensure the correct incident management processes are defined to cater for customer service levels to be maintained
- Ensure the correct benchmarks, technological trends and tools are incorporated into infrastructure planning to provide a world class service standard
- Required to input on technology changes to ensure alignment with the Tier 1 Contact centre
- Ensure end-to-end performance and track/report on performance problems and improvements
- Develop and continuously improve effective troubleshooting procedures and practices
- Ensure Contact Centre Operations documentation is sufficiently detailed and up to date to ensure business continuity
- Drive a continuous improvement environment
Vendor Management
- Assess assurance risk and provide recommendations for vendor management
- Define, review and improve vendor related processes
Client Experience
- Develop standardised operations plans to ensure reliable delivery of services to clients
- Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans
- Work closely with sales team to understand demand of services in the Enterprise and Fixed markets
- Ensure effective and efficient service escalation processes are in place
- Be a custodian for customer engagement across the business
Communication and co-ordination
- Develop and grow long term relationships with key corporate customers, vendors, MTN Business and Wholesale stakeholders as well as the Digital team
Interface with other areas of the MTN Business for effective customer support
Financial Management
- Participates in the annual budget process for expenses, personnel, and training and works with supervisors to facilitate adherence and compliance with established policy and procedure
Process Management
- Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
- Understand the ITSM landscape of the Customer (internal) and understand ITIL / processes that need to be designed and implemented
- Provide ITIL best practice consulting at a strategic, design, and operational level for the Customer’s environment
- Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors
QUALIFICATIONS
- Relevant 3 Year Degree/ Diploma in Business Management/Information Systems or IT (e.g. B Comm/BSc/National Diploma/BTech)
- ITIL Foundation
- CCNA/CCNP (advantageous
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RESPONSIBILITIES:
- Context (Global influences, environmental / industry demands, organisational mission etc.)
- We are looking for a commercially minded Campaign Analytics & Reporting Manager to champion the use and application of analytics for CVM commercial activities.
- The Campaign Analytics & Reporting Manager will be responsible for full exploitation of data and analytics to drive prescriptive as well as predictive insights for advanced base management objectives.
- The Campaign Analytics & Reporting Manager will partner with broader CVM and Segment teams to unlock advanced base management that will enable optimisation of customer lifetime value.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Strategy
- Contribute to the overall CVM strategy through advanced analytics to Identify opportunities to stimulate revenues by upselling, cross-selling and other customer lifecycle programmes to increase ARPU and retention.
- Set up best practice self-serve analytics and insights reporting capability.
- Drive the adoption and use of analytical solutions to enable advanced base management.
- Create an environment that enables innovation for direct subordinates and cross-functional teams.
Delivery
- Create and roll-out A/B testing strategies and plans supported by data analysis and working with cross-function Prepaid and Postpaid teams
- Perform extensive analysis to uncover potential ARPU uplift opportunities on subscriber cohorts for bespoke targeting and treatment.
- Perform extensive post campaign analytics to understand underlying behavioural patterns and develop insights.
- Measuring effectiveness of CVM campaigns using accepted and well researched standards
- Performing root cause analysis to identify revenue dilution drivers as well as change in behaviour to enable insights led decision making
- Shape strategy and track impact on initiatives that are intended to accelerate revenue growth and drive retention
- Work closely with commercial teams to drive CVM initiatives that are insights led and have effective reporting
- Conduct ad-hoc deeper dives to provide insights on performance and enable decision making.
- Evolve the capability and impact of the CVM through the delivery of campaign analytics and reporting for CVM initiatives.
- Drive analytics solutions automation to build efficiencies
- Work with segment teams to reduce churn across the Prepaid portfolio and improve overall inflow quality through provision of actionable insights
- Champion a ‘test, learn and iterate’ culture to ensure timely insights led execution.
- Effectively identify the value of analytics within the CVM context and serve as an analytics translator to ensure realisation of value from the analytics initiatives.
- Use advanced analytics to enable self-service dashboards that provide prescriptive insights to improve overall base performance
- Drive advanced base management
- Unlock customer insights for the broader Consumer teams as a custodian of customer insights to support broader strategic initiatives.
- Be the owner and custodian of CVM reporting to enable daily, weekly and monthly reports for performance management.
QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education:
- University degree or equivalent qualification with analytical focus, (e.g. actuarial science, statistics, mathematics, computer science, economics, engineering etc.)
Experience:
- Min 5-6 years of relevant work experience
- Fluent in English and other South African Languages
- Experience in CVM methodology, principles, capabilities, and techniques.
- Experience in development and use of predictive models
- Prior experience of telecommunications industry advantageous.
- Curious mindset and continuously learning as well as evolving technical skills
- Technical experience using tools such as SQL, Python, Spark and reporting tools such as Power BI, Tableau.
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RESPONSIBILITIES
- Context (Global influences, environmental / industry demands, organisational mission etc.)
- We are looking for a commercially minded CVM Analytics & Insights Manager to champion the use and application of advanced analytics for the Prepaid CVM business unit.
- The CVM Analytics & Insights Manager will be responsible for full exploitation of data and analytics to drive prescriptive as well as predictive insights for advanced base management objectives.
- The CVM Analytics & Insights Manager will partner with broader MTNSA data squad members ranging from data governance, data engineering to ML Ops to deliver advanced analytical solutions and capabilities for Customer Value Management.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Strategy
- Contribute to the overall CVM strategy through advanced analytics to Identify opportunities to stimulate revenues by upselling, cross-selling and other customer lifecycle programmes to increase ARPU and retention.
- Set up best practice self-serve analytics and insights reporting capability across CVM.
- Drive the adoption and use of advanced analytics solutions and capabilities such as machine learning to enable contextual CVM targeting.
- Create an environment that enables innovation for direct subordinates and across cross-functional teams.
Delivery
- Perform extensive analysis to uncover potential ARPU uplift opportunities on subscriber cohorts for bespoke targeting and treatment.
- Deliver predictive and recommendation models for CVM using the latest Big Data and ML tools partnering with BICC and IS teams within the broader cross-functional and agile MTNSA data squad
- Partner with BICC and IS teams that support CVM to brief data and modelling requirements contributing to the broader CVM strategy and objectives
- Conduct ad-hoc deeper dives to provide insights on performance and enable decision making.
- Evolve the capability and impact of the CVM through the delivery of campaign analytics and reporting for CVM initiatives.
- Drive analytics solutions automation to build efficiencies
- Champion a ‘test, learn and iterate’ culture with the data squads to ensure timely execution of analytical solutions.
- Effectively identify the value of analytics within the CVM context and serve as an CVM SPOC within MTNSA ML Studio to ensure realisation of value from the analytics initiatives.
- Build and manage micro-segmentation for CVM inbound to enable better targeting and conversion improvements
- Work closely with commercial and segment teams to enable advanced base management through the delivery of prescriptive and or predictive insights and identify subscriber cohorts within the MTNSA base, thus enabling bespoke solutioning for the subscriber base to improve performance.
- Use advanced analytics to enable self-service dashboards that provide prescriptive insights to improve overall CVM performance and drive advanced base management
- Unlock customer insights for the broader Consumer teams as a custodian of customer insights to support broader strategic initiatives.
QUALIFICATIONS:
- Job Requirements (Education, Experience and Competencies)
Education:
- University degree or equivalent qualification with analytical focus, (e.g. actuarial science, statistics, mathematics, computer science, economics, engineering etc.)
Experience:
- Min 5-6 years of relevant work experience
- Fluent in English and other South African Languages
- Experience in CVM methodology, principles, capabilities, and techniques.
- Experience in development and use of predictive models
- Prior experience of telecommunications industry advantageous.
- Curious mindset and continuously learning as well as evolving technical skills
- Technical experience using tools such as SQL, Python, Spark and reporting tools such as Power BI, Tableau. Google Cloud Platform (GCP) experience and or certification advantageous.
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JOB DESCRIPTION:
The Manager: IP Technology Operations will be accountable to achieve the following objectives:
- Develop and maintain an IP/MPLS and security network strategy with a 3-to-5-year technology and OSS roadmap.
- Develop and maintain an IP address management strategy across the OpCos and Global Network
- Provide inputs to the development of global product strategy and deliver product portfolio roadmap for IP/MPLS, Security, Peering and wholesale solutions.
- Provide analysis and inputs for go-to-market strategy focusing on the optimal level utilization of
Bayobab fixed infrastructure assets, working hand in hand with other business units of Bayobab
- Manage overall product life cycle for IP/MPLS and Security global products (IP/MPLS, Peering, VPN, IP/MPLS and network security services)
- Prepare High Level Design and Low-Level Design planning documentation.
- Align the Quality of Services definition and KPI across the Global and OpCo IP/MPLS networks.
- Developing policies and procedures for the Global IP/MPLS and security network
- Plan for growth, projecting future traffic and right sizing links and tunnels to meet service level objectives.
- Perform automated off-line MPLS traffic engineering, leveraging exclusive algorithms that optimize resource utilization and ensure service survivability.
- Perform network capacity / cost assessments and provide input to business cases for internal projects and Multinational Customer solutions.
- Interface with Bayobab sales, business development and other technical business units and support the design of enterprise grade multi-country networks (for GEBU) as well as FiberCo networks.
- Be proactive in recommending improvements to the Global and OpCo IP/MPLS and security network infrastructure in the drive for best-in-class service availability and reliability.
- Provide inputs in the pricing and budget forecasts for IP/MPLS solutions.
- Define SLAs and customer-specific reporting of this service, both internal (OpCos) and external end customers
- Provide higher technical support to Global NOC and OpCo operations teams with regards to IP/MPLS infrastructure and escalate to vendors the major issues.
- Act as an interface between the engineering team and internal / external customers and provide all parties with expert engineering support.
- Define and update the existing installed base of networks & products across MTN Group as part of a product catalogue.
- Address possible future requirements of customers in product roadmap using market insights and research.
- Continuously identify key gaps in the infrastructure in order to create a homogeneous global IP/MPLS based on market priorities.
- Manage vendors with particular regard to maintenance agreements, incident management and software deployment and circuit provision.
- Supervise IP/MPLS services’ implementation covering the installations, testing & handover.
- Provide strategic insight and direction to influence major platform decisions.
Role Deliverables
- Work together with other Bayobab business units to provide analysis and inputs for strategy, financial planning and reporting in regard to MTN fixed infrastructure IP/MPLS services.
- Manage customers, suppliers and make sure that the service is delivered on an agreed level of quality and in situations faults/incidents, they are handled within SLAs based on severity levels.
- Prepare and present business cases for high-level initiatives to Management for approval, funding and prioritisation.
- Prepare and present IP/MPLS, Security and peering architecture standards.
- Lead and manage cross-functional, collaborative teams on standard IP/MPLS and security network architecture development or process improvement initiatives.
Role Dependencies
- Support of the enterprise strategy and other significant business unit - Fixed and Mobility business units
QUALIFICATIONS
Education:
- Minimum 4 Year Academic Degree in Technical/ Engineering Degree/Diploma or similar qualification
- English, French and Arabic (as advantage)
Experience:
- 8+ years in relevant experience in the international telecommunication wholesales infrastructure industry in IP/MPLS Network Solution and Architecture design, configuration and testing
- Relevant experience with IP networks, Minimum of 5 years of experience with multiservice platforms, routing platforms, routing protocols ISIS/RIP/RSVP/OSPF/BGP/ BGP/ and troubleshooting down to packet level
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Key roles that the Human Resources team performs:
- Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
- Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
- Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
- Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
- Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.
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RESPONSIBILITIES
Key Performance Areas:
Supersonic executive management support:
- Serve as a central communication point for departmental information and internal staff communication.
- Ensure general office requirements are adhered to (stationary, cleanliness, equipment)
- Administer all business travel and accommodation when required for MD
- Prepare boardrooms for meetings and manage boardroom diaries
- Manage MD diary when necessary.
- Accommodate clients/visitors in a friendly professional manner while they wait for the relevant contact and ensure all customer complaints are dealt with timeously and to completion.
- General administration, support and coordination as required by MD and senior managers.
- Complete monthly presentation review deck
- Liaise with Cosec when necessary for exco and board meeting dates, attendees and compiling the pack to be presented
- Liaise with CEO office for monthly Supersonic presentations with CEO, when necessary
Market research:
- Document qualitative and quantitative research within the consumer broadband market
- Document competitor analysis monthly
- Determine market trends and major regulatory changes/impact
Product Reporting:
- Ability to extract basic product and marketing reports
- Extract and co-ordinate 3rd party reports/information from various systems and/or partners, where required
- Support teams to timeously consolidate reports from different areas (Product Management, Product Marketing, etc)
- ICASA filing
Partner/FNO management:
- Proactively reach out to all partners/FNO’s to ensure that mailing lists, comms, etc are reaching relevant internal teams/individuals
- Co-ordinate all partner/FNO changes and manage interaction between external and internal stakeholders
- Become central coordinator for all product/project activities, internal or external
- Drive customer changes with internal stakeholders (E.g. Finance, Technology, etc)
- Co-ordinate sign-off for contractual documentation between various parties (internal/external)
- Ability to self-learn vendor/technology portals for product and marketing admin functions (E.g. update product pricing and marketing banners)
QUALIFICATIONS
Education:
- Minimum of 1 year diploma in Office Administration
- Fluent in English
- Advanced level of written communication required (Good reading and writing skills with the ability to write or review basic documentation, where required)
Experience:
- Minimum of 5 years’ experience in Office administration
- Attention to detail in all aspects of work critical
- Business Etiquette
- Organising and Prioritisation Skills
- Office Business Package – Advanced knowledge of Windows [Word, Excel, Power-Point)
- Basic technology acumen (E.g. know what FttH or 5G is, at a basic level)
- Organise and disseminate information from external stakeholders to different functions within Supersonic
- Attend specific meetings and take notes, draft minutes and action recommendations as required
- Basic website content management (E.g., Admin related to changing pictures) advantageous
- Ability to work under pressure to meet tight deadlines
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RESPONSIBILITIES
Task Complexity:
- Manage and develop Risk Assessment (RA), Business Impact Analysis (BIA) and Business Continuity Plans (BCPs) for all MTN SA business processes.
- Provide as-required follow-up support to ensure timely and quality completion of RA, BIA and BRPs.
- Understand the practical and strategic role of implemented BCM tools and integrate them into the processes used to develop RA, BIA and BCPs.
- Assess, develop and deliver needed training on BCM methodology, programs and tools.
- Also responsible for ongoing maintenance /updates of curriculum, as well as creation and maintenance of supporting materials.
- Periodically perform an assessment of organizational training needs and propose training recommendations to Mgr, BCM.
- Develop, plan and coordinate all details regarding the periodic execution of business continuity exercises. This involves direct dealing with the business process owners and recovery team members. Specific activities include developing exercise scenarios, facilitating the sessions, documenting exercise results, conducting after-action-reviews, and preparing exercise management summary report for MTN SA leadership. Manage process to ensure all post-exercise BCP changes are properly incorporated into plans and performing quality audits / reviews to determine plan completeness.
- Oversee and manage BCM tools. Develop and maintain required end-user support materials.
- Ensure quality of master and meta-data in all systems. Responsible for reviewing and setting controls in place over electronic access to data, business process information and plans.
- Evaluate BCM program and identify improvement opportunities.
- Develop and present business proposals to Mgr BCM to articulate opportunity, benefits and risks to organization, as well as provide and implement options and plans.
- Manage and leverage BCM’s relationship with its key suppliers in order to obtain maximum legitimate utility for MTN SA, including day-to-day communications and project management. This includes supporting the Mgr BCM in contract negotiations.
- Oversee and coordinate all technical activities, the activities of BCM team and ensure all transaction and administrative documentation is recorded and available for business use.
- Coach and train BCM personnel to ensure understanding of the objectives and goals of the department, awareness of set targets/requirements and increase product knowledge, as well as identify developmental opportunities for team members.
- Draft Board Audit Committee reports to be reviewed by Mgr BCM.
QUALIFICATIONS
Education:
- B.Sc. in any business or technology related disciplineC
- CBI/AMBCI
Experience:
- Minimum of 4 years BCM experience in a reputable organisation with strong IT knowledge.
- Experience in Telecommunications Business Process Analysis.
- 1 -2 years in a supervisory roleCBCI/AMBCI
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RESPONSIBILITIES
Key performance Areas
- The implementation and execution of innovative solutions and service excellence to ensure effective sales and promotions
- To execute innovative merchandising plans, including roll out of plans and promotions to distributors and stores
- Ensure that all promotions and plans are correctly implemented
- To train, assist, communicate the plans and products, product promotions, systems, services, customer experience, promotions, and assist where necessary to ensure they are correctly and effectively implemented as well as anything required by MTN to be taught at a distributor and store levels
- Monitor alignment to current promotions and incentives
- Comply to regular call cycle for store visits
- To understand, anticipate and capitalise on changes in consumer behaviour
- Drive relationships with distributors and stores, in order to execute merchandising
- To achieve measurable results in sales via the execution of solutions and service excellence.
- Execute merchandising cycle of visual and point of sale merchandising via standardised processes, policies and procedures to provide seamless customer service and experiences.
- Consider local conditions, as well as competitor activity to create competitive advantage
- Ensure consistent merchandising and layout collaborating with Marketing for look and feel and with Trade Partner Supervisor for design elements
- Ensure that all merchandising complies with MTN standards and ensure adherence and consistency of application to PPPs
- Deal with escalated queries from stores and ensure resolution.
- Drive best practice, continuous improvement and innovation at process and procedure level and ensure innovation to improve best practice
- Identify and recommend innovative ways to enhance the consumer channel performance and marketing mix
- Understand, and implement innovate ways, and local requirements and action plans for the different regions in relation to the execution and implementation of the strategy and also liaise with the approved stake holders.
- Ensure compliance of strategy to the Informal Indirect and Direct channel and implement remedial action for non-compliance
Relationship building and maintenance
- Build and maintain relationships with all stake holders
- Follow up on and respond to all queries and ensure effective resolution at store level
- Maintain good communication and relationships with all areas of the Informal Channel
Report Generation
- Ensure regular feedback to management on all distributors, stores and merchandising activities
- Provide inputs for the preparation of channel related process documents.
- Provide auditors with all necessary information as required and ensure that all audit points relevant to this position are dealt with timeously and accurately.
- Complete reports on a daily / weekly/monthly as required by business
Budget Management
- Ensure all expenditure is in line with the agreed budget
- Identify areas where money is lost and seek ways to reduce expenditure
- Identify opportunities to generate additional revenue
Compliance
- Ensure that all promotional material and all posters, advertising and communication media are compliant and consistent across distributors
- Ensure that all marketing material meets the MTN standards and is current
- Conduct a thorough quality control and correct any discrepancies
- Where constant problems occur, remediate and resolve and conduct additional training of necessary
- If necessary, report non-compliance
Training
- Conduct on-the-job training at distributor and store level
- Ensure that thorough communication and effective training is delivered
- Ensure that a consistent message meeting is delivered of MTN standards
- Management of training targets (including booking vs attendance) as per the training calendar in your region
Customer Satisfaction
- Establish and build relationships with all relevant stakeholders
- Align service delivery to changing market conditions and channel requirements
- Understand customer needs and communicate them to Supervisor
- Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
- Ensure contingency plans in place to prevent delays and enhance the customer experience and communicate effectively to manage expectations
- Adopt a proactive approach to prevent problems from arising in the future
- Deliver measurable results consistently for all distributors
- Drive continuous improvement as an important element of service delivery
QUALIFICATIONS
- Education:
- Diploma in Commerce (Marketing / Communication or related)
Experience:
- Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
- Experience working in a small to medium organization
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These are normally specific to the incumbent, the job, and the function. Excludes role and leadership / management, Consumer satisfaction.
In branded store:
- accountable for cash and stock
- accountable for sales and meeting sales targets
- accountable for stock shortages
- Provide consumer advice and education / share product knowledge
- Manage stock in store:
- Management of shortages.
- Obsolescence
- Promotional stock merchandising
- Manage operations in store:
- Warranties
- Customer cell phone repairs (where applicable)
- Returns
- OBF’s
- Identify issues and resolve
- Communication, in outlet, and with MTN
- Maintain company’s policies and procedures.
- Manage and account for all cash.
- Conduct actual system transactions eg. activations, suspensions, migrations etc.
- Relevant paperwork and documentation.
- General Customer services: turnaround time, queuing time, accuracy, and productivity.
Education:
- Minimum of 1 year diploma (May vary in accordance with specific country Opco qualification standards)
- Fluent in English and language of country preferable
- Experience:
- Minimum of 2 years’ experience in a area of specialisation; with experience in working with others
- Experience working in a small to medium organization
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JOB DESCRIPTION:
Data Engineering
- Define and implement data marts based on system requirements and business requirements
- Perform ad-hoc analyses of data from organization database technologies, write SQL scripts, procedures, packages, functions, and views.
- Work with the team in the designing of databases and data models to ensure interoperability.
- Enable and drive data migrations across different data lake platforms and different servers, for example Oracle and Big data.
- Troubleshoot data issues within the business systems and across the business source systems and provide guidance and/or presents solutions to these issues.
- Review the impact that possible code changes may have on system performance.
- Design and develop programs to deliver project requirements or enhancements to existing programs.
- Collaborate with assigned business units to understand their analytics needs and devise possible solutions.
- Asist the testing team to develop test plans to verify logic of new or modified programs.
- Build efficient and re-usable services that can be reused to deliver requirements from different business units or projects.
- Provide input on the improvement system maintenance, performance and support initiatives.
- Mentor junior staff to ensure get opportunities to apply the developer skills that they have learnt.
- Maintain organizational intellectual property through documenting of solutions on the organization’s wiki platform.
- Knowledge Sharing through forum presentations and internal training
- Participate in sprint meetings and be willing to adopt agile.
Customer
- Understand the business intelligence requirements of the assigned business unit
- Collate all inputs necessary to support Business requirements
- Collect, monitoring and analyse large volumes of fast-changing data to support operational processes
- Partner with the business and ensure in-depth understanding of key drivers in order to drive quality data analytics
- Ensure that EIS (recruiting department) and data quality initiatives are implemented in the relevant business units
- Educate the business on BI, champion and drive BI self service
- Arrange regular sessions with customers to inform, educate and facilitate feedback
- Be the single point of contact for Business intelligence for the assigned business unit, ensuring liaison between business, enterprise information and BI centre of excellence
- Adopt a proactive approach to prevent problems from arising in the future
- Build and maintain solid relationships with business unit stakeholders
Quality Management
- Work consistently according to standard operating procedures
- Understand and communicate the consequences of not maintaining data quality
- Identify areas where the quality of reporting and analytics may be improved
- Analyse situations and take necessary action to ensure quality is maintained
- Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality
- Monitor daily trends to ensure data quality is sufficient to ensure accurate reporting and analytics.
Advanced Analytics and Data Science:
- Good understanding of all machine learning fundamentals
- Enjoy coding in one of or all of SAS or Python
- Work with both SQL and NoSQL databases
- Work with Big-data stores such as Hadoop via Hive, Spark etc.
- Implement deep-learning algorithms to solve real business problems
- A data storyteller, you are happy communicating your findings via dashboarding (Tableau, Power BI) or through presentation (Excel, PowerPoint)
- Strong written and verbal communication skills
Analytics and Reporting
- Analyse functional requirements and translate them into task specifications for the development process.
- Design and develop programs using to deliver project requirements or enhancements to existing programs.
- Collaborate with assigned business units to understand their analytics needs and devise possible solutions.
- Support project teams using the required data analysis skills and analytics technologies
- Build efficient and re-usable services that can be reused to deliver requirements from different business units or projects.
- Provide support in identifying, evaluating and deploying solutions that meet business requirements.
- Assist the testing team to develop test plans to verify logic of new or modified programs.
- Knowledge Sharing through forum presentations and internal training.
- Maintain organizational intellectual property through documenting of solutions on the organization’s wiki platform.
- Follow Agile methodology and participate in SCRUM meetings.
Strategic Input
- Continuously review and improve processes in order to optimize outputs.
- Continuously assess risk and implement mechanisms and processes to overcome these risks.
- Drive the development of goals, tactical strategies, and plans needed to achieve the portfolio’s vision and build the capabilities to enable optimal delivery with input from relevant stakeholders.
- Assist in the enablement of a self-service philosophy
- Provide input to the technology roadmap defined by Group Technology and help Enterprise Information Systems within IS to define standards
Tactical Planning and Operations
- Devise, share, and execute annual EIS plans
- Work closely with EIS Solution Architects to ensure solutions are aligned to Infrastructure Architecture.
- Provide operational leadership to the team, in line with business requirements, technology standards and best practices within the business intelligence function.
- Engage with other operations to extract potential benefits and efficiencies achieved at a technical implementation and/or process layer.
- Ensure that vendor and 3rd party developers are developing applications that comply with business specifications and implemented according to approved quality standards.
- Provide consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
- Provide a quick reaction task force to attend to major EIS incidents with a view to improving on systems design and stability
- Continuously review, improve and integrate processes, in order to optimize outputs and overcome fragmentation.
- Ensure that Capacity planning for special events or increasing traffic volumes happens with documentation
Financial
- Work closely with Infrastructure Architecture to ensure that licensing is optimally consolidated.
- Provide input to CAPEX Plans for the area
- Provide input to compile and manage CAPEX and OPEX budgets relating to functional activities
- Support the creation of the business case for initiatives and projects in functional areas
QUALIFICATIONS
Minimum Requirements
Education (Essential):
- 3+ year Degree / Diploma in Computer Science, Engineering, Mathematics, Statistics or related quantitative field
Education (Preferred):
- 4+ year, MSc or PhD degree in Computer Science, Engineering, Mathematics, Statistics or related quantitative field
Experience:
- At least 5+ years programming and analytics experience in the BI environment
- At least 2 years of leadership experience
- Good understanding of all aspects of BI and Information Management processes.
- Experience in a telecommunications environment highly preferred
- Project management and business optimisation experience would be advantageous
- Exposure to managing external vendor/supplier relationships and service level agreements
- Track record of self-development and improvement
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Key Deliverables:
In branded store:
- accountable for cash and stock
- accountable for sales and meeting sales targets
- accountable for stock shortages
- Provide consumer advice and education / share product knowledge
- Manage stock in store:
- Management of shortages.
- Obsolescence
- Promotional stock merchandising
- Manage operations in store:
- Warranties
- Customer cell phone repairs (where applicable)
- Returns
- OBF’s
- Identify issues and resolve
- Communication, in outlet, and with MTN
- Maintain company’s policies and procedures.
- Manage and account for all cash.
- Conduct actual system transactions eg. activations, suspensions, migrations etc.
- Relevant paperwork and documentation.
- General Customer services: turnaround time, queuing time, accuracy, and productivity.
Job Requirements (Education, Experience and Competencies)
Education:
- Senior Certificate (Completed)
- Fluent in English and language of country preferable
Experience:
- Minimum of 2 years’ experience in an area of specialisation; with experience in working with others
- Experience working in a small to medium organization
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RESPONSIBILITIES
The Role will be accountable to achieve the following objectives:
- Developing the MTN GC planning function to meet the changing needs of the business and users, new projects, and technologies
- Collaborating with business teams to continuously evolve MTN GC systems, focusing on supporting increased sales, customer experience, and profitability.
- Facilitating Network governance process in coordination with MTN GCTIO stakeholders and Senior Management, participate in planning for future strategic innovation and business needs.
- Defining Core network planning tools, processes, and standards, and roadmaps.
- Reviewing the designs and functional requirements of the Core network within scope to ensure that all requirements are satisfied.
- Working with business and technology leaders as appropriate to ensure proper alignment of business systems solutions with business goals and processes.
- Establishing standards, methodologies, and documentation for the Core networks.
- Deliver a target Product and Services architecture with a 3 year time horizon taking global technology developments into consideration
- Maintain budgetary spend within the company approved business plan
- Ensure timeous rollout of Core infrastructure and services.
- According to departmental KPI’s in line with the company mission, objectives, and customer satisfaction indices
QUALIFICATIONS
Education
- Minimum 4-year Academic Degree (B Eng. / BSc Degree preferred)
- Master’s degree (advantageous)
- Relevant certification/accreditation/membership with professional body as required for role
- Fluent in English and language of country (preferable)
Experience
- 5+ Years of progressive experience managing the implementation, integration, and operations of carrier-level applications in a variety of technology footprints.
- Functional experience in Core platforms including messaging, mobility, roaming, Signaling, and related value-added services (VAS) and security.
- Knowledge of IP, CCNA is an added advantage.
- Solid understanding of virtualisation and cloud-based solutions and technologies in relation to Roaming, Messaging and Signaling platforms
- Hands on experience with Roaming, Messaging and Signaling hubs / platforms as well as value added platforms.
- Hands on experience with SMS Routing, Hub, and Firewall technology
- Understanding open connectivity roaming hub and/or experience working with Data Clearing Houses is a valuable asset.
- Strong Knowledge on GSM/LTE/5G network architecture and Signaling architecture (STP’s/DRA/DEA).
- Strong Knowledge on End to End architecture and connectivity at solution level including core network, Signaling, roaming and VAS.
- Expert Knowledge of Signaling protocols and standards relating to CAMEL/GRX/GTP/DIAMETER, SIP, RTP, MEGACO, SCCP, GSM MAP and SS7/SIGTRAN/ISUP.
- Understanding of the standard call flows for messaging, roaming Vas and Signaling involving multiple services.
- Basic understanding of IPX and its positioning with the career network infrastructure.
- Understanding of IoT platforms, providers and mobile roaming and roaming VAS.
- Expert in SMS/SMPP data solutions (A2P, P2A, P2P, RCS, etc).
- Understanding of billing systems, CDR’s, TAP flows, TAP files.
- Knowledge of UNIX-Solaris, AIX, HPUX, Windows, Linux and cloud technology including containerisation (CNF’s).
- Extensive knowledge of virtualized environments (VNF’s), API’s.
- Understanding of other core platform and network areas including voice core, unified communications and collaboration, and related value-added services (VAS) and security. Familiarity with SIP and IP Telephony protocols
- Understanding of troubleshooting processes for connectivity and services.
- Functional experience in Core platforms including voice, unified communications and collaboration, and related value-added services (VAS) and security.
- Familiarity with SIP and IP Telephony protocols and call flows as well a troubleshooting
- Extensive knowledge of virtualized environments (VNF’s) and API’s.
- Extensive knowledge of cloud native solutions i.e containerisation (CNF’s).
- Strong Knowledge on IMS Core technologies and GSM/LTE/5G network architecture.
- Strong knowledge in Voice Core network elements - MSC, MGW, HLR, HSS, SBC and IMS (TAS and CSCF), EPC.
- Extensive experience with unified communications and collaboration (UCC) platforms including voice, IP telephony, instant messaging, desktop sharing, presence and web conferencing, audio and video conferencing, hosted contact centre solutions, etc.
- Strong understanding of various deployment architectures and approaches including customer premise, infrastructure partnerships, interconnects, cloud delivery UCaaS, etc.
- Understanding and experience with IP, VoLTE, VoWiFi, or IMS nodes (SBG, CSCF, DNS/ENUM, MMTEL, SCC-AS, HSS, AFG).
- Experience and knowledge with Mobile Number portability and Number inventory management solutions.
- Platform analytics relating to voice and UCC platforms.
- Ability to effectively communicate with all levels of the organisation
- Leadership and organisational skills
- Excellent analytical and problem-solving skills
- Time management and agility towards change both organisational and network
- Excellent communication and presentation skills, both verbal and written
- Ability to solve problems using a creative and logical mind set
- Worked across diverse cultures and geographies (advantageous)
- Manager track record of 3 years or more; with at least 2 years in relevant sector/ industry
- Worked across diverse cultures and geographies advantageous
Method of Application
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