Exciting New Vacancies at MTN

JOB DESCRIPTION

Strategic input

• Assist the SM: Consumer Business Unit in defining relevant Commercial Legal frameworks to be implemented within Commercial Legal & across the organisation
• Contribute to the implementation of the enterprise corporate strategy for MTN SA and the various business functions supported, ensuring alignment of all activities undertaken to the overall business strategy.
• Contribute towards long-term forecasts and predictions (2-5 years).
• Provide strategic input to the MTN SA business functions from a commercial legal perspective, with due cognizance of the broader business imperatives MTN SA, specific business units and considering the long term (1-2 years) implications of actions on the viability of the business from a broader perspective

Operational Planning and Process Enhancement

• Conduct ongoing research, maintaining current knowledge of changes in legal frameworks and developments in the industry including from technical, operational and legal aspects
• Provide input into the development of MTN SA departmental policies, procedures and structures and advising on departmental strategy and budgets
• Drive best practice, continuous improvement and innovation at process and procedure level within MTN SA
• Manage process of identification of critical issues that could arise and taking into consideration the long term (1-2 years) implication from a broad perspective
• Identify efficiencies & standardizing way of work, mapping processes to give effect thereto and ensuring alignment to departmental objectives 
• Provide input to the development of standard documentation, including contracts, letters, reports, notifications etc.

Commercial Legal Support

• Manage legal requirements, transactions and initiatives within MTN, with a primary focus on Sales & Distribution.
• Manage legal requirements, transactions and initiatives within other functional portfolios within Commercial Legal, as may be required..
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company’s Technology Division in implementing its strategy relating to network infrastructure build and ICT contracts and projects, which includes providing legal advice and opinions 
• Advising, drafting, negotiating and formalising legal aspects of commercial arrangements of the Company in relation to the sale and distribution of MTN SA’s  goods and services, which includes providing legal advice and opinions
• Support the MTN SA business functional areas of the business, proactively identifying legal risks/ issues that could arise and providing commercial legal advice to executive management and staff in these areas, focusing on complex commercial transactions, litigation and risk identification and mitigation
• Support the Regulatory department in Private Law and in all court’s processes
• Ensure compliance with law in all fields related to Commercial Legal in MTN SA business functions
• Assist the SM: Consumer Business Unit in the administration of all matters and rendering of legal advisory services to MTN SA business functional areas
• Participation in all contracts & commercial negotiations with third parties, carrying out tasks allocated to you and handling complex negotiations, contract agreements
• Providing legal input in all meetings which the Commercial Legal department is involved in 
• Validate legal recommendations, taking in consideration the impact thereof on other areas of the business and their interdependencies.
• Review major contract agreements to ensure compliance and MTN SA interests – structure local and international commercial transactions, drafting and reviewing related contracts (e.g. agreements with dealers, partners, vendors).
• Ensure contract drafts are aligned with MTN SA standard legal templates and update legal policies and procedures in line with best practices, Conceptualise and deploy innovative methods for contracting for digital products and services and management of legal relationships between the company and its trade partners.
• Attending to all legal queries from various departments, participate in dispute resolution and manage litigation matters for MTN SA business functions.
• Ensure compilation and maintenance of a bank of precedents
• Represent MTN SA in court whenever required
• Ensure that all legal information for MTN SA business functions is properly uploaded in Enterprise Contract Management tool or whatever applicable contract management tool
• Advise executive management on corporate governance issues, certain regulatory issues and the impact of new and/or amended legislation and the risks associated therewith.
• Provide Corporate Secretary of MTN SA and Group with the appropriate legal support, maintain a good working knowledge of company secretarial functions and corporate governance requirements including King III

RESPONSIBILITIES

Managerial / Supervisory / Leadership Complexity: (direct) 

• Mentor, coach and guide legal graduates allocated to Commercial Legal: Consumer Business Unit
• Display an understanding of the strategic nature of effective leadership in the organization
• Support employee relations, participate & support collaborative teamwork 
• Communicate actively and effectively resolving any potential conflicts that may arise
• Comply with & enforce a customer centric approach 
• Display insight into leadership style and how it impacts on performance positively and negatively
• Display insight into cross-cultural relationship effectiveness, understanding of socio-economic context within which MTNSA & Commercial Legal operate
• Have the self-insight and flexibility to adapt to different situations
• Manage boundaries that separate units in order to optimize workflow

QUALIFICATIONS

Experience:

• A minimum of 5 years post articles experience, including Commercial law, Commercial Business
• Experience in providing legal advice on matters, transactions and regulatory issues relating to Sales and Distribution. 
• Experience in the telecommunications industry an advantage
• Experience in providing legal advice on matters of Corporate Governance (including Companies Act), Companies Act & Compliance would be advantageous
• An understanding of Contracts & Commercial Management would be advantageous
• An understanding of Land Ownership & Tenure (public, private & communal land) would be advantageous
• An understanding of Company Law is a must;
• An understanding of the BBBEE ACT and an understanding of Intellectual Property, 4IR and related concepts would be advantageous (Data Sciences, Artificial Intelligence etc

Education:

• LLB + admission as an attorney OR advocate
• Masters degree will be advantageous

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JOB DESCRIPTION

Strategic input

• Develop the Value Added Services strategy
• Identify key changes to Value Added services in the future from technological, commercial, business and consumer behaviour perspectives and determine how these could impact Value Added Services plans and strategies
• Determine strategies with suppliers to ensure MTN products are superior in performance and functionality
• Develop the target product and services architecture for the next 3-5 years using proof of concept approach to determine viability 

Planning & Delivery

• Drive the development of the 3 year and 1 year plans for all Value Added Services and platforms such as SDP, messaging, voicemail, IVR, and advanced applications such as LBS, M-Commerce and SIM applications.
• Ensure these plans are aligned with business requirements and budgetary prioritisation 
• Ensure Value Added Services designs are developed in order to achieve these plans
• Ensure planned Value Added Services are delivered on time to meet operational requirements
• Ensure the effective utilisation of Value Added Services infrastructure, scalability and capabilities
• Ensure Value Added Services meet business requirements and are sufficient for growth in customer numbers and demand
• Develop policies on the deployment of Value Added  Services equipment
• Oversee and approve detailed product and service design ensuring impact on existing systems (including network capacity) and processes, is managed
• Ensure vendor interaction and selection is managed appropriately including  oversight and approval of equipment configurations
• Ensure system documentation is sufficiently detailed and up to date to ensure business continuity and prevent over-reliance on a few individuals
• Ensure performance of deliverables is monitored, investigated for performance and functionality issues, and future designs optimised around root causes identified 
• Ensure compliance of all payment systems with all regulatory, commercial and business requirements (e.g. Security and integrity of banking systems)
• Facilitate transfer of MTN-SA developed technology to other African markets

Communication and co-ordination

• Ensure coordination between Value Added Services plans and the plans from Payment Systems and other Network departments (Radio, Core & IP, Transmission etc.)
• Liaise with Marketing in defining their product roadmap and definition of their products
• Provide MTN Group with subject matter expertise related to the Value Added Services area
• Consolidate requirements for Value Added Services and decide on clear development paths while managing what may be opposing views from different stakeholders 
• Build the understanding of existing and emerging Value Added Services technologies and capabilities across the business
• Represent MTN SA at various industry forums and deliver presentations on Value Added services 

Financial Management

• Forecast, plan and develop Value Added Services budgets in line with MTN SA financial requirements
• Identify key investment requirements for Value Added Services
• Manage Value Added Services expenditures in line with agreed budgets
• Oversee and approve Value Added Services equipment configurations to be ordered from suppliers including cost control and full lifecycle costing
• Identify and eliminate non-contributory expenditures

Project Delivery

• 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 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

QUALIFICATIONS

Minimum Requirements

Education:

•  3 year B Degree or equivalent degree
• Project Management experience an advantage

Experience:

• 5 Telecoms with a min of 3 years product development experience 
• Manager track record of 5 years or more; with at least 3 years in relevant sector/ industry 
• Worked across diverse cultures and geographies advantageous
• Good understanding of Telecoms and VAS services a must. 
• Experience if the development life cycle and running of development projects. 
• Experience of Financial planning including budgeting and the running of projects within budget.
• Experience in the product development process, Leading cross-functional project teams, with at least three years at a senior management level. 

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RESPONSIBILITIES

Key Activities & Responsibilities

Strategy Development and Implementation

• Support and contribute to the development of the functional strategy in line with the overarching business goals.
• Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps.
• Conduct regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem. 

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
• Define the divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• 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 Consumer 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 organization. Build the Company’s brand to be the employer of first choice 

Operational Delivery

• Reporting and analytics framework and strategy to enable product/service delivery on revenue and cost targets, aligned to industry best practice, MTN Group and MTN SA
• Oversee the technical reporting and analytics management for all Xtratime initiatives
• Interpret strategic plan and formulate strategic deliverables 
• Design Complex configuration and performance management systems for Xtratime products.
• Monitor performance against business plans (i.e. business plan tracking) as well as alignment with MTN global strategy and industry best practices;
• Review performance of  Xtratime products and services against forecasts and agreed Key Performance Indicators (KPIs) and review service level agreements;

Partnership management

• Build and maintain solid relationships with all stakeholders and Partners and ensure effective and consistent delivery of excellent products
• Analyse Partner Relationships Management performance and make appropriate recommendations that will positively influence operational effectiveness.
• Review business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity 

Budget Management

• Forecast, plan and develop budgets that provide MTN with return on investment, and seek required approval thereof
• Manage and optimise the assigned budget, ensuring all expenditure is in line with MTN SA’s strategic intent and agreed budgets 

Continuous Improvement

• Keep abreast of international best practice, technologies and industry trends.
• Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
• Maintain an understanding of related systems in order to develop integrated systems and processes.
• Keep up to date with new products and services and their impact on MTNSA
• Understand and take cognisance of emerging markets and plan accordingly.

QUALIFICATIONS

Education, Skills and Experience

Education

• 4 year degree in Engineering/Marketing/Commercial or relevant field

Experience

• Minimum 8 years experience including experience in a strategic Global Brand Management/Commercial role 
• Experience working in a global/multinational enterprise /FMCG understanding  of emerging markets In managing staff
• Knowledge of consumer data analytics, management, and platforms in a Techo environment
• Experience in continuous improvement through the implementation of best practices
• Understanding of emerging markets

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RESPONSIBILITIES

Context: 

• To operate within defined parameters as set out in the policies, processes and procedures. 

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

Role Complexity:

• Provide analytical support to the senior manager: Prepaid Pricing and Analytics  on an ad hoc basis and on specific projects
• Managing analytical and data queries and cascade to direct reports
• Establishing and managing proper processes and administrative requirements for the analytics department.
• Supervise all staff reporting to this role.
• Provide high level technical assistance to staff reporting to this role
• To ensure productivity is met by all staff in the reporting and analytics department.
• To facilitate and implement innovative approaches for building complex analytical models
• Communicate complex analytical models effectively to stakeholders

Task Complexity:

• Analytics, Reporting and Business Implementation
• Compile daily, weekly and monthly reports on the Company’s performance pertaining to various areas of business including but not limited to the Prepaid Segment Consumer Business Unit
• Extract data from various data sources, including databases and data systems, for reporting and analysis purposes;
• Provide insights to departments on the trends, values and attributes that emerge from the reports compiled;
• Maintain reports and dashboards to meet the specific needs of the Prepaid Segment Consumer Business Unit and teams to all levels of leadership;
• Provide the company with timely and accurate ad-hoc reports and analysis;
• Keep up to date with current business model and processes of the company;
• Ensure a high quality/accuracy/standard of work and service throughout;
• Contribute actively to internal meetings as requested;
• Attend to additional requests by your manager as required and perform any other duties which may be assigned from time to time.

Customer/ Business Satisfaction

• Ensure service delivery in line with needs of the business
• Understand customer needs and develop and fine-tune systems accordingly
• Identify trends and patterns pertaining to customer requests and ensure continuous improvement as an important element of service delivery

Customer Relations and Satisfaction

• Understand customer needs and provide analysis accordingly.
• Ensure customer needs and requirements are satisfied through appropriate communication / systems / processes / procedures.
• Drive continuous improvement as an important element of service delivery.
• Able to explains complex solutions easily

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.

Quality Management and Improvement

• Ensure compliance to rules and procedures for optimal operations and management.
• Input into the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations, guidelines and standards.
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency.
• Understand the quality standards of the job and the reason for these standards, and communicate these reasons to others.
• Understand and communicate the consequences of not maintaining quality focus.
• Identify processes and procedures where the quality of work may be improved.
• Seek feedback from clients / stakeholders and continuously seek ways of improving on quality and customer service standards
• Accreditation management of all repair centres.
• Keep abreast / informed regarding pending industry changes, trends, and best practices and assess the potential impact of these changes on organizational processes.
• Verify that all firm and regulatory policies and procedures have been documented, implemented, and communicated.
• Direct the development or implementation of compliance-related policies and procedures throughout an organization.
• Revise / draft policies and procedures. 
• Responsible for Training programs, Risk assessments and Communications.
• Respond to internal stakeholders regarding analytical-related matters 
• Communicate and educate stakeholders on advanced analytical processes and improvements.

Training:

• Data science
• Advanced analytics
• Systems training (platforms e.g. SAS, Oracle, SQL Server, Excel etc.)
• Computer training (coding e.g. SAS, SQL, VBA etc.)
• Project management

QUALIFICATIONS

• Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• University Degree in Statistics, Mathematics, Computer Science, Engineering, Physics, or related area

Global Experience Standards (5)

• Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others
• Experience working in a medium to large organization

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RESPONSIBILITIES

Key Performance Areas: 

• Assist in the formulation of the Supersonic strategy from a Brand, new sales and CVM perspective in line with the overarching business goals. 
• Define the SS acquisition and customer retention marketing strategies, including customer journey and customer communication
• Identify, plan and implement/build the analytical capabilities required to deliver the Supersonic marketing strategy 
• Deploy successful marketing campaigns and own their implementation from ideation to execution
• Use digital marketing expertise to customize campaigns for different customer segments, increasing campaign effectiveness and boosting marketing ROI. 
• Work with the product team to ensure customer comms are timeous and new product launches on brief
• Drive new sales acquisition in all sales channels in order to achieve new sales target
• Work with GM Sales to ensure dealer channel needs are met in order to achieve targets
• Engage with all FNO and network suppliers to ensure SS brand is represented across all channels effectively
• If appropriate, introduce programs to drive activity and increase tenure for Supersonic 
• Track user engagement and base profile with a view to increasing ARPU
• Drive the alignment of customers on legacy plans/speeds to current plans/speeds
• Ensure timely and accurate marketing reporting for management, exco, board 
• Take control of and understand the Supersonic customer base, making recommendations for upsell, cross sell and CVM opportunities
• Deliver end-to-end digital campaign execution for all marketing campaigns, with accurate post campaign reporting in order to improve results
• Work with your ad agency partners, delivering creative briefs to ensure all marketing is on brand and sales focused
• Optimize campaigns on a regular basis to ensure a healthy, sustainable conversion rate across user journey objectives
• Complete a strategic review of all customer communication with a view to improving all customer touch points.  Implement full customer end to end journey comms
• Assist GM sales to ensure Supersonic website is on brand and delivering on best practice ecommerce
• Experiment with a variety of organic and paid acquisition channels like content creation, content curation, pay per click campaigns, publicity, social media, lead generation campaigns, copywriting, performance analysis
• Produce valuable and engaging content for our website and blog that attracts and converts our target groups
• Build strategic relationships and partner with key industry players, agencies and vendors
• Prepare and monitor the marketing budget monthly, quarterly and annually.  Accurately report and reconcile with finance department
• Analyze consumer behavior and adjust email and advertising campaigns accordingly
• Manage all internal communication to Supersonic staff

QUALIFICATIONS

Education:

• Minimum of 3-year degree or post graduate qualification in marketing or related field. 
• Fluent in English 

Experience:

• 8 years' experience in a similar marketing position, leading a team, ideally in telecoms or an ISP environment
• Experience designing and implementing a marketing strategy for acquisition and customer relations
• Demonstrated digital marketing experience
• Experience designing end to end customer communications

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RESPONSIBILITIES

Key Accountabilities:

Responsible for creating, negotiating and concluding of Customer Agreements

• Preparing the required standard contracts once instruction received from the respective business area.
• Providing contract support to the designated business units.
• Analyse contractissues and legal risk once contract negotiations ensue and liaisewith the different internalbusiness units/stakeholders (including Senior Manager: Commercial Legal) to mitigate the legal risk or to provide business feedback to the Customer or service provider.
• Drive the finalisation and conclusion of agreements once it has been provided to the Customer or service providerand escalate to responsible Senior Manager: Commercial Legal where necessary.
• Report on Agreements status on a monthly basis
• Create and maintain relationships with suppliers and serve as the singular point of contact for matters concerning contracts.
• Maintain records for correspondence and documentation in relation to established contracts and those in progress.
• Communicate and present information to stakeholders about all contract-related matters.
• Monitor contracts and move forward with close-out, extension or renewal according to what’s best for the company.
• Solve any contract-related problems that may arise with other parties and internally with the company itself.
• Developing and/or amending contract management processes, guidelines and governance frameworks

reporting,

QUALIFICATIONS

Experience:

• Min of 3 years of commercial drafting experience in a reputable law firm or as a proprietor
• Experience in telecommunications advantageous
• Commercial / technical and/or further legal qualification will be an advantage
• Experience in handling and negotiating.

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JOB DESCRIPTION

Mission/ Core purpose of the Job

• To develop and drive the implementation of an effective commercial sales strategy within the Region and lead the different channels and teams to meet and exceed agreed targets for full line of Consumer, Enterprise and MFS business
• This includes emphasis on revenue generation, customer experience, and driving commercial focused solutions 
• To oversee the overall sales and marketing strategy including planning, reporting, operations sales process optimisation, localised marketing and GTM strategy

Job Outcomes / Results

• Increase in market share for consumer, enterprise MFS and Residential (commercial sales)
• Increase in customer base around both pre-paid and post-paid subscriber base
• Growth in enterprise base and revenue (Mobile and ICT) 
• Increase data-usage, data users, and Minutes of Usage (MOU) per subscriber
• Enhance CX across consumer and enterprise clients 
• Enhanced relationships with key stakeholders and decision makers
• Optimized processes, new initiatives and improved operations/ways of work  and digitalization

Regional Strategy Development and Alignment

• Develop and drive the effective implementation of the consumer and enterprise sales strategy in the region with emphasis on revenue generation, customer experience, and driving commercial focused solutions. This includes co-defining strategies on the commercial sales and targets to retain and gain market share with Central and Regional Teams
• Strategise a growth plan to have the highest market share of MTN SA in the region with focus on increasing digital sales and ICT solutions
• Provide direction to the commercial teams on the regional execution strategy and overall sales growth of the region
• Lead and guide teams to drive the overall marketing strategy (consumer and enterprise) and GTM campaigns in line with centre
• Drive strategic engagement with government /public enterprises and corporate affairs (PR)
• Set collective goals and objectives, integrating  and aligning operating systems, procedures and processes with strategy
• Provide input regarding operational needs of the various department to external economic and commercial environment for sustainability. This includes providing strategic direction for business and operational management across the Region 
• Integrate and drive synergies on business streams and fostering alignment to MTN South Africa’s goals and governance requirements. 
• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps to be adopted by the Regions. In particular, ensure cross-functional alignment and coordination across the commercial, and technology and central areas
• Ensure sustainable ESG practices are integrated into the overall regional strategy in alignment with the centre’s sustainability and net zero goals

Regional Performance Execution Leadership 

• Lead and ignite a multidisciplinary, cross-functional team in the Region, ensuring business performance in commercial sales and revenue (consumer and enterprise) 
• Play a supporting role (in collaboration with team) regarding coverage (network) and availability (network & distribution) by working closely with the Central Network team. This includes identifying performance trends and issues, and collaboratively providing feedback into the design of solutions Review the team’s performance against agreed KPIs and make recommendations for improvement 
• Review the monthly activities and learning initiatives undertaken for the teams
• Drive strategic client segmentation for targeted approach and keep in-depth understanding of client needs including Consumer, Government, Public Sector, Large Enterprise and Emerging Tech 
• Build a client-first mentality through client segmentation to drive commercial sales
• Utilise regional insights and empower teams to tailor customer centric solutions to achieve regional revenue and KPI targets
• Guide team to identify new revenue streams and growth opportunities across functions
• Alongside team, collaborate with central teams to drive MoMo and residential growth in the region 
• Maintain regular interlocks with the central teams to drive commercial sales, understand upcoming technology solutions and improve operational efficiency 
• Align with the central Network teams to address issues, improve the regional network
• Oversee and review the development of on-demand, real-time, weekly and monthly reports. This includes progress reports on the overall commercial sales and growth. 
• Oversee the execution, management, tracking and reporting of the initiatives and projects across the Regional Operations ensuring coordination and integration is achieved
• Oversee implementation, measurement, and evolution of key performance areas for the business across area of responsibility. Establish feedback loops to measure ROI on successful solutions and report back on progress to leader and/or business leadership

Financial Management/ Budget and Cost Control

• Develop regional budgets and plans. Work closely with Finance for budgeting exercises and reporting 
• Manage and monitor the budgetary needs of the region in line with business objectives
• Forecast, plan, develop and review the budget  and secure the necessary approvals
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios     
• Ensure Vendor & IT costs are effectively managed
• Optimise resource utilisation in the region

Governance, Policies and Procedures

• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Drive policies, procedures and governance in alignment with centre, addressing gaps in SOPs
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Continuously review key risks, issues and dependencies and set mitigation actions

Continuous Improvement

• Play a critical role in creating thought leadership (Area-specific trends , industry best practice) within the Regional BU space
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
• Identify new revenue streams and market growth opportunities to expand market presence
• Monitor true-value metrics to measure the impact and benefit of the function to MTN SA

People Leadership 

• Set integrated goals and objectives for the Regional team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Exhibit leadership qualities to retain talent, drive people initiatives
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Define the KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• Outline, develop and deploy change management practices and activities where required and as guided, and in collaboration with HR colleagues
• 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

Education

• 4 year Commercial/Business/ Engineering Degree 
• MBA/Masters in relevant field of study

Experience

Minimum 8 years’ experience including:

• General Management experience in a commercial/telecommunications environment 
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
• Worked across diverse cultures and geographies
• Proven track record of business operations management in global/multinational company
• Proven track record of P&L Management

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Key Activities & Responsibilities 

Strategic Leadership & Implementation

• Develop, drive and implement an integrated Online Commerce strategy aligned to MTN SA’s mission and vision and to CX strategy and objectives. Work with senior leadership within and across Channels to assess, develop, propose and implement strategies and plans to achieve optimal operational performance and sales productivity
• Develop and ensure execution of a strategic plan for Operations. Set strategic goals for operational efficiency and increased productivity
• Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub divisions.
• Based on Group Standards and guidelines, provide inputs into the operation matrices within the business to achieve optimal performance.
• To align operational needs of Online Channels to external economic and commercial environment for sustainability
• Provide input into and implement a digital marketing strategy that aligns with business goals
• Drive effective change management where necessary supporting strategy implementation

Channel Operations Delivery Excellence

• Lead a cross-functional team to deliver on back-end support with regards to Online operations. This includes partner/ agent onboarding. They will collaborate with Sales Journey role to ensure consistent end to end customer experience Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives
• Lead a cross-functional team to deliver on front-end support with regards to operations. This includes sales journeys from awareness of ecommerce offerings to lead generation and sales
• Define the standards and set targets for performance across the Channels area and identify the parameters for measurement of performance. This includes online platform and operations KPIs
• Lead partner negotiations and contracts, budgeting, purchasing, and put efficient workflows in place to maximize the channel’s productivity and performance
• Maximize efficiency and productivity through the process analysis and inter-functional collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
• Oversee the consolidated business performance reporting for Online Commerce and platforms. Co-ordinate and Quality review of business performance reporting
• Act on significant deviations from defined performance metrics
• Prepare and participate in key governance forums and committees
• Plan and facilitate weekly, monthly, and quarterly internal and external meetings to manage the relationship with and performance of channels
• Develop and integrate new means with established systems / practices and terminate those which no longer support the strategy and mission
• Oversee and evaluate current operational processes and performance, recommending solutions for improvement where necessary
• Through team, ensure ongoing partner relationship management. This includes management active management of inquiries
• In collaboration with team, play integral role in maintaining standard for customer experience across area of responsibility. This includes the ongoing development and execution of trade communication and customer-facing communication from Channel and Segments i.e New launches, updates, etc
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• Liaise with CPA, Marketing and Training to ensure provision of effective training, sales journey augmentation and materials

Cost Control/ Budget Management

• Forecast, plan, develop and review budgets that provide MTN with return on investment for Online Commerce and seek approval thereof
• Develop and manage the budget in line with business objectives and collaborate closely with finance business partners  and executives in the process
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets. Work with project managers in the development of financial and budgetary plans
• Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
• Negotiate agreements and contracts, to incorporate different commissions, forecasting etc
• Ensure that all MTN company financial targets are met
• Ensure Parter, Vendor & IT costs are effectively managed

Governance, Policies and Procedures

• Design policies that align with overall strategy
• Implement efficient processes and standards within area of responsibility
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
• Responsible for a predictive risk view (financial and sales) from an MTN perspective 
• Check, analyse and understand  regulatory and technological environments and shifts which impact the business, continuously. Includes pre-empting the impact thereof on retail channels, as well as identifying different opinions and making recommendations to relevant and affected parties
• Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime so as to achieve measurable results for channel growth and fraud reduction and risk mitigation

Continuous Improvement

• Lead a team to ensure the optimization and ongoing evolution of stores –integration of Channel frameworks, processes, systems. Ensure integrated solutioning and collaboration across other business units in order to ensure synergy,  meet KPIs and ensure continuous alignment of functional and inter-functional activities. For example, work across the Experience Hub Channel and other Consumer functions to establish the channel needs and opportunities. Collaborate with MTN Branding and Sales to provide a business framework, application innovations, and warehouse opportunities to assess new channel opportunities
• Build commercial scenarios and business cases to ensure continuous improvement of MTN dealer/ partner network performance
• Assess, develop, propose and implement new models and structures for delivering required results and service experience 
• Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
• Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams

People Leadership /Management

• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
• 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
• Define the KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• 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 values and vital behaviours and changing and influencing employees’  behaviour

QUALIFICATIONS

Education 

• Bachelors degree in Business/ Commerce (or equivalent) in business administration or related field
• A post graduate Business qualification recommended

Experience 

• Minimum of 5-7 years at senior sales level in telecoms or FMCG environment
• Technology, Mobile Communications/Telephone industry experience
• 5 years people management experience
• Superior knowledge of multiple operational functions and principles, including finance, customer service, production, and employee management
• Proven ability to plan and manage operational processes for maximum efficiency and productivity
• Possess extensive knowledge of eCommerce and related platforms, Digital Product Management, Agile Delivery, User Experience or other relevant fields
• Strong working knowledge of industry regulations and legal guidelines

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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.

Strategic Alignment

• To oversee the alignment of Technology, EBU, Customer Experience and Consumer Business operational and the overall commercial strategy this includes operating systems, procedures and processes.
• To integrate and drive synergies on business streams and fostering alignment to MTN South Africa’s goals and governance requirements.
• To provide advice and guidance to the various departments within the Region
• To align operational needs of the various 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, plans and roadmaps to be adopted by the Region
• Monitor operational performance as per set targets across various activities.
• Provide strategic direction for business and operational management across the Region
• Ensure cross-functional alignment and coordination across the commercial and technology areas

Operational Delivery

• Oversee the consolidated business performance for Customer Experience, EBU, Technology and Consumer.
• Proactively identify opportunities to reinforce MTN SA performance in the regions
• Oversee and ensure compliance to legal and regulatory frameworks where applicable
• Ensure business operational improvement for Customer Experience, EBU, and Consumer
• To integrate technology landscapes across the different business streams
• Represent MTN SA at all regional key stakeholder meetings
• Manage shared services functions (e.g. Financial Management and Procurement) at a regional level and participate in their appraisal
• Drive MTN SA internal communication efforts in the region
• Relationship building with key customers, both internal and external

Budgets

• Develop and Manage regional budgets in line with business objectives;
• Manage regional project initiatives within the allocated budget ; and
• Ensure that costs are managed efficiently.

Reporting

• Report on a monthly basis relating to progress made within the Region and in accordance with the measurement metrics set by the COO
• Highlight to management any significant deviations from defined performance metrics; and
• Provide regular feedback to the COO regarding all relevant cross-functional issues at regional level
• Report on an adhoc basis on specific projects, as required.

Client Experience

• Ensure delivery of exceptional client experience through appropriate financial integrity, accurate client reporting and timeous resolution of billing issues across the region
• Conduct regular CSAT surveys to monitor client satisfaction for the region
• Work closely with regional sales teams to provide premium service to our clients
• Real-time tracking of progress on outstanding regional client service incidents
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Be the overall regional custodian for customer engagement across the business
• Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
• Coaching and mentoring of direct reports to ensure staff motivation is high
• Ensure optimization of resources
• Ensure the effective management of diversity among employees in the region
• Identify staff training and development needs and implement necessary actions
• Manage and maintain relationships with internal stakeholders and external partners
• Manage the regional management team and ensure they perform at the highest level
• Overall responsibility for budgeting, and human resource management for the region
• Possess the authority; presence and integrity to command respect from colleagues and direct reports
• Provide clear direction and manage performance of the regional team
• Recruitment for the regional management team in consultation with the relevant functional executives
• Monitor the goals and objectives of the regional management team
• Manage the Regional Operations budget
• Prepare the operational budget, expense report and manage the cash book

Role Dependencies: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for.

• Example HR Managers having to manage an IT function.
• Provide specialist advice to ad hoc projects and external initiatives as required
• Initiate and participate in projects as required
• Cross functional integration between departments

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

• Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
• Explore innovative ways to integrate the various departments consistently across the region
• Proactive communication regarding operations and strategy elements
• Apply market research in an optimal way to add as much value as possible to own and other areas of the business
• Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with regional strategy
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Implement cost-saving activities
• Streamline the region 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 and government officials
• Proactively encourage and maintain executive relationships
• Manage business intelligence to identify trends and risks for MTN
• Build brand credibility
• Structure and build key customer insight, and communicate this to the business via vertical strategy documents

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.

• Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.
• Geographic spread
• Changes in South African regulatory environment
• Fluctuations in the market
• Compliance and other laws and legislation
• Franchising legislation
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to customers
• Operational failures such as billing system and customer service inadequacies
• Incoming resources allocated incorrectly within segments
• Staff performance issues
• Difficult economic conditions
• Prescriptive regulatory environment impacting on solution development
• Retention of experienced staff and skills unavailability
• Internal and external fraud
• Mergers and acquisitions into MTN and channel
• Increasing pace of the business requiring fast turn-around times
• Integrity of MTN operational data
• Budgetary constraints that impact on the short and long term strategies that are being devised

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• 4 year Commercial/Business Degree
• MBA/Masters in relevant field of study

Experience:

• General Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment

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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.

Operational Planning

• 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.

Account management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts. 
• Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded. 
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts. 
• Manage one or more allocated accounts in line with strategy and macro-plans as defined by the managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing requirements and guidelines.
• Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
• 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 portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.
• Development of Account Strategies
• Ensure Salesforce Forecasting and Hygiene

Customer Service and Satisfaction

• Build and maintain solid relationships with all stakeholders.
• Ensure 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.

Quality Control

• 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

Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

• Adopt a customer centric approach 
• Build employee relations and collaborative teamwork 
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Have the self insight and flexibility to adapt to different situations
• Live the MTN Brand – change and influence employees behaviour

Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
Identify and recommend process and system improvements 

• Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• Strive to automate processes and procedures wherever possible
• Recommend creative and innovative solutions to enhance MTN SA’s performance
• Establish sound relationships with all stakeholders
• Encourage continuous service improvement
• Implement cost-saving activities
• Actively identify new customer opportunities and liaise with relevant management

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.   Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

• Ineffective delivery of product and marketing roadmaps and time to market
• Unavailable and/or uncompetitive priced P&S
• Lack of marketing support
• Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
• Evolution of technology
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

Collaboration:  Refers to formal and informal relationships

• Responsibility towards:  who are they and what do they receive from the incumbent.
• Direct reports: None
• Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
• Key customers: MTN SA, MNS, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in Marketing, Technology and IS departments
• Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
• Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.
• Independent thought and Judgment:
• Recommend new accounts that may be profitable and sustainable
• Execute actions that have been agreed 
• Dissemination of information
• Resolution of queries / problems (within parameters set by company policy)
• Authorities:  Financial and other decision making authorities, e.g. engaging contracts with suppliers.
• As per delegated authority

QUALIFICATIONS

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• Minimum of 3 year degree/diploma 
• 3 year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

• At least 5 years of experience in the telecoms industry 
• Global ICT experience advantageous
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience (GSM) is preferable
• Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization 
• Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
• Successful Sales track record with Service provider / MNO / OTT accounts selling Data Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of Service provider / MNO / OTT customers.
• Demonstrated ability to influence at C-Level, network at middle management levels within customer and partner companies and provide success with relationship management