Fresh Jobs at MTN

Job Description
Mission/ Core purpose of the Job: 

• Our primary goal is to hit targets effectively, driving revenue growth for the company.
• We achieve this by connecting with customers, understanding their needs, and delivering tailored solutions that exceed expectations.
• As trusted advisors, we guide customers through their purchasing journey with honesty, empathy, and expertise.
• Our dedication to exceptional service and building lasting relationships ensures customer satisfaction and loyalty, ultimately contributing to the company's success.

Responsibilities
Key Performance Areas: 

Sales Target Achievement:

• Consistently meet and exceed weekly, monthly, and annual sales targets.
• Convert leads into activated sales through outbound and inbound campaigns.
• Achieve and maintain a strong conversion rate.

Customer Satisfaction (CSAT):

• Build and maintain strong, long-lasting customer relationships by understanding their needs and effectively communicating the value proposition of products and services.
• Ensure high levels of customer satisfaction by providing accurate and timely information about product features, pricing, promotions, and terms of service.
• Maintain a very low monthly inflight cancellation rate to enhance customer satisfaction.

Product Knowledge and Communication:

• Demonstrate strong knowledge of fibre and broadband (LTE) products and services.
• Communicate effectively with customers over the phone and other communication channels, building rapport and trust.

Operational Efficiency:

• Maintain an up-to-date sales funnel and sales portfolio.
• Manage pre-orders, leads, and FNO "Bucket List" to avoid backlogs and ensure smooth operations.
• Collaborate with internal teams such as order fulfilment, product, and marketing departments to optimise sales processes.

Adaptability and Collaboration:

• Work independently with minimal supervision while also collaborating effectively within a team environment.
• Be flexible to work evenings and weekends as required to accommodate customer schedules and meet sales targets.
• Assist on ad hoc inbound campaigns (inbound calls, web chat, WA chat) as needed.

Continuous Improvement:

• Identify sales opportunities and follow up on leads generated through various channels, including marketing campaigns, referrals, and FNO Portals.
• Proactively seek feedback and implement strategies for continuous improvement in sales performance

Proficiency in Tools and Systems:

• Demonstrate proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook) to manage sales activities effectively.

Qualifications
Education:

• Matric or equivalent
• Fluent in English

Global Experience Standards:

• At least 3-5 years of sales experience in a similar role (inbound and outbound) 
• Minimum 2 years’ recent experience in ISP sales 
• Must be self-motivated and Target driven 
• Must have excellent time management skills, positive attitude and be organized 
• Understanding of sales processes and dynamics. 
• A commitment to excellent customer service. 
• Excellent English and Afrikaans written and verbal communication skills. 
• Superb interpersonal skills, including the ability to quickly build rapport with customers. 
• Computer literate with proficiency in MS Office Suite and Outlook, especially Excel 
• Strong knowledge of fiber and broadband (LTE) products and services
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers over the various communication channels (inbound calls, web chat, WA chat).
• Highly motivated and results-driven, with a passion for sales and a hunger to succeed in a dynamic and fast-paced environment.
• Ability to work independently with minimal supervision, as well as collaborate effectively within a team environment.
• Flexibility to work evenings and weekends as required to accommodate customer schedules and meet sales targets.

Apply Before: 07/01/2025

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Job Description

• The Support Engineer: Contact Centre reports to the Senior Manager: Contact Centre.

Your responsibilities:

• To design, architect, and guide the implementation of scalable, secure, and innovative contact centre solutions — across MTN Opcos and Customers.
• Work with internal and external stakeholders and vendor to design, architect, build, and implement call centre solutions
• This role ensures alignment with MTN’s digital transformation strategy, enabling AI adoption, omnichannel engagement, and operational excellence.
• Ensuring seamless integration with enterprise systems, optimal performance, and alignment with business objectives.
• The role will focus on enabling Cloud Contact Centre solutions

Responsibilities
How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

• Provide assistance to clients and staff (on-site if required) with installations during and after hours.
• Provide effective incident and/or task management and resolution through updating, logging or escalate incidents and /or faults in Remedy and other systems if required
• Deal with problem situations and project work timeously and efficiently, displaying effective time management
• and time allocation according to project deadline and incident severity.
• Provide post sales support and maintenance of client networks if required
• Translate and implement customer business requirements into a technical solution.
• Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
• Maintain high standards of quality during incident resolution and customer implementation.
• Ensure all client documentation is created/updated post implementation phase.
• Execute projects according to project schedules.
• Provide Customer Contact Centre support
• Technical Vetting of customer designs

Customer Relations

• Build and maintain solid relationships with client to assist with client retention and identify up-sell opportunities.
• Carry out effective and timeous deployment of MTN Contact Cetnre products, ensuring that customer solutions are delivered timeously, within company policy, that SLA terms are adhered to and that the customer is satisfied.
• Update client on all escalated calls on a regular basis
• Understand customer needs and provide input into the development / fine-tuning of solutions accordingly
• Contribute towards initiating change to continually improve all aspects of service delivery
• Ensure all customer queries are attended to and resolved with agreed SLA’s
• Adopt a proactive approach to prevent problems from arising in the future.
• Ensure that client specifications are met and that the client is satisfied with the end service
• Provide advice on the best approach to reach the best results.
• Own customer experience performance, manage it and put in place corrective measures if needed

Service enhancement

• Put feedback systems in place to improve and adapt services to changing demands
• Recommend changes to services based on the analysis of the trends and patterns identified in the real-time operational performance data
• Get first-hand client information and use it for improvements in customer services and support

How you will be measured (Core responsibilities / output / KPAs)

The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

Supervisory / Leadership / Managerial Complexity

• Mentor and enable others, assisting with coaching and problem solving where required.
• Communicate actively and effectively to ensure that no potential conflicts arise.
• Develop supportive relationships and encourage a team spirit
• Maintain a customer-centric approach
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs
• Knowledge sharing (complex customer solution and products)

Creativities (improvement/innovation inherent)

• Participation in product development
• Follow clear and linear procedures to diagnose and solve problems that are not always obvious
• Suggests concrete ways to improve productivity, and improve resource utilization
• Establish sound relationships with all stakeholders
• Recommend and implement cost-saving activities where possible
• Evaluate situations and determine the best methods to reach defined outcomes
• Keep abreast of developments in technology in order to integrate and accommodate customer requirements.
• Apply industry best practices to meet client needs

Vulnerabilities (control span)

• Failure of Telco and Contact Centre infrastructure occurring regularly
• Dependency on all providers for all implementations and upgrades of network
• Lack of efficient monitoring systems
• Core network and Contact Centre failures
• Business expectations vs. the delivery reality
• Data integrity
• Poor customer service will impact negatively on revenue
• Non-achievement of turnaround times
• How you will be measured (Core responsibilities / output / KPAs)
• The Solution Engineer Contact Centres will be accountable to achieve the following objectives:

Independent thought and Judgment

• Resolution methodology of faults
• Escalation of issues for resolution.
• Appropriate dissemination and reporting of information
• Implementation of operational plans
• Resolution of queries / problems (within parameters set by SLAs and company policy)
• Enhancing processes and procedures for the department

Qualifications
Education

• Minimum 3 years in ICT or 3+ years of experience in contact centre technologies including but not limited Genesys Cloud CX
• Fluent in English

Experience

• Experience in contact centre technologies, with experience on Genesys Cloud CX.
• Experience with CRM integrations and API-based workflows.
• Familiarity with ITIL processes and tools like ServiceNow.
• Telecommunications industry experience
• Work across diverse cultures and geographies
• Proven track record of execution and managing competing tasks and demands

Apply Before: 07/04/2025

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Job Description

• The Business Analyst: Contact Centre reports to the Senior Manager: Contact Centre.
• Your responsibilities involves analyzing business processes, identifying opportunities for improvement, and implementing solutions to enhance our contact centre operations.
• Defines project requirements in line with Contact Centre Program scope and plan, needs, designing and recommending innovative Agile Contact Centre solutions that deliver value to all stakeholder, creating operational effectiveness and excellence in the business
• Generating strategic documents at a high level, interpreting business requirements and challenges, and preparing impactful presentations and documentation to feedback to key stakeholders

Responsibilities

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives.

The role of a Business Analyst includes:

• Eliciting & Analysing requirements & Documenting them through user stories and customer journeys as part of the Contact Centre program
• Documenting non-functional requirements
• Requirements management and communication, including arranging sessions, workshops, ideation sessions and user groups
• Writing the user acceptance test cases and assisting with user acceptance testing
• Compiling the traceability matrix and ensuring the requirements are written in a way that supports replicability and re-useability
• Writing the IRS to ensure the data requirements are correctly captured and will generate visibility on performance and accurate data
• Assisting with drafting training material and in conducting training to users
• Doing some level of business requirements testing on the BSS platform
• Assisting with the business case through defining the benefits of the solution

Gain an understanding of the problem you are trying to solve (Strategy Analysis/Understanding/Observe)

• Define problem statement, opportunity or constraint based on understanding of the current state.
• Conduct pre-session research to understand program motivating factors, business objectives and desired future state, using agile methodology
• Consult experts to find out more about the area of concern/problem/Business Objectives through observing and engaging with people (business stakeholders and customers) to understand motivations and stakeholder goals

Analyse & Simplify requirements / objectives with key stakeholders

• Plan Stakeholder Engagement, identify and compile a list of personas their characteristics and responsibilities. Identify stakeholders who will have the responsibility and authority to make decisions about business analysis work including who will be responsible for setting priorities and who will approve changes to business requirements.
• Review As-is business processes and procedures, analyse business needs/gaps and related data, determine possible solutions, and define requirements
• Facilitate early-stage workshops (e.g. white board sessions, ideation and design thinking sessions as well as JAD) with stakeholders to understand their needs, analyse and elicit requirements. Capture information in a format that is specific to elicitation activity e.g. user stories, customer journeys, prototypes, etc.
• Prepare materials and facilitates workshops/consultations – structure insights, summarise insights into a visual presentation about the user needs, identifying pain points and areas of improvement
• Assisting to identify where on the backlog (in your squad), requirements are similar and can be grouped together to save time and innovate

Eliciting & Analyse requirements & Document (Design)

• Conduct Design thinking workshops, following agreed frameworks (Brainstorming & Ideation)
• Brainstorm ideas and activities that will be performed across initiative including who will perform the activities, the timing and sequencing of the work, the deliverables that will be produced and business analysis technique that may be utilised.
• Structure ideas & and generate requirements documents defining solutions
• Produce Requirements Traceability Matrix to ensure requirements have a clearly defined relationship to other requirements solution components, or releases or phases or iterations, within solution scope.
• Assess requirements changes, obtain recommendation to approve, modify or deny a proposed change to requirements
• Document and model requirements in the form of text, matrices and diagrams (including As-Is and To-Be Business Processes).
• Document detailed business requirements, reporting requirements functional specification and training requirements e.g. Use Narratives.  

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives:
• Facilitate Design Thinking workshops to design solution that meet all business requirements.
• Collaborate with technology team to assess vendors regarding business requirements.
• Engage with technical teams to propose and specify solutions
• Provide input into the development of function- specific business plans associated with opportunities identified.
• Problem solving & change requests
• Negotiate and resolve requirements conflicts, issues, and change requirements of low/medium risk and on a day-to-day basis to ensure the alignment of solutions, scope, and business needs
• Document and manage change requirements of low/medium risk and supporting specifications
• Investigate problems and propose solutions by interacting with users, developers, and other stakeholders
• Provide input into training material that support implementation
• Closely monitors and answer queries from development, testing, and design teams
• When needed configure complex business processes and tasks within a system for improvement
• Validate & assist with User acceptance testing
• Assist testing efforts and monitor quality control function.
• Document UAT scenarios
• Measure solution performance, assist in testing efforts when needed
• Communicate with Business stakeholders on Severity defects when required
• BA is required to be part of the UAT Team

Agile way of work

• Assist with the implementation of an Agile way of work in the project management environment
• Integrate the needs of related projects as well as the needs of several different stakeholders to produce an overall solution.
• Analysing the customer needs across the Delivery community in order to define a common way of work for MTN
• Creating the requirements in the form of user stories with appropriate acceptance criteria.

Customer Satisfaction

• Build and maintain solid relationships with Business unit stakeholders
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future

Process Mapping

• Define and document process information which form part of the basis of business process design  

How you will be measured (Core responsibilities / output / KPAs)

• The Business Analyst Contact Centres will be accountable to achieve the following objectives

Conduct Business Process Optimisation/Reengineering

• Contribute to developing and maintaining an integrated view of the enterprise by mapping the core functional business processes (from L3 to L5) aligned to the business process architecture
• Elicit and understand the AS-IS business processes through JAD sessions, structured walkthroughs and observations
• Perform root cause analysis for identified process issues
• Align business processes with system functionality through system analysis
• Critically evaluate information gathered from multiple sources, and distinguish requirements from the underlying true needs
• Define and document process information which form part of the basis of business process design
• Generate options for the known problem, evaluate possible methods to resolve the problem, and select the most appropriate solution in terms of enhanced effectiveness and efficiency, and reduced cost
• Define, document and update processes and procedures for continuous improvement
• Identify, document and analyse business rules that govern the implementation of TO-BE business processes
• Assist in implementing improved/ recommended processes through process training
• Review implemented business processes to measure improvements

General

• Adherence to the Programme Management Office governance always 

Qualifications
Education

• Minimum 3-year Academic Degree in relevant discipline Diploma in Business Analysis
• Relevant Agile qualification (Scrum, Agile foundation courses, design thinking frameworks) would be advantageous
• Fluent in English

Experience

Working/project experience advantage:

• Previous experience working on complex projects will be a strong advantage
• A strong understanding of good Customer Experience principles is essential
• Good understanding of Contact Centers is essential
• Experience in a telecommunications environment is essential

Apply Before: 07/03/2025

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Job Description
Mission

• The Manager - Specialist Demand Management Commercial will be responsible for overseeing the demand management process within the AI organization, ensuring that AI and data-driven solutions are effectively aligned with business needs across commercial segment.
• The role will drive the demand pipeline, from business requirement gathering to ensuring delivery of the right AI capabilities that meet both short-term and long-term business objectives
• The role will work closely with cross-functional stakeholders to ensure AI capabilities developed and delivered align with business requirements, market trends, and emerging business challenges, fostering strong relationships and a sustainable value proposition for the organization
• The Specialist will be a custodian of demand management for AI use cases for commercial segment, guiding AI initiatives from inception to execution, supporting business growth through delivering high-impact AI solutions and driving success across MTN

Values

• We at MTN are a purpose and value-led organization.
• At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday.
• We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
• Our values keep us grounded and moving in the right direction.
• Most importantly, they keep us honest.
• It is not something we claim to be.
• It is in our DNA.
• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential.
• A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results.
• A workplace that is built on relationships and achieving a purpose that is bigger than us.
• Our commitments go beyond an organisational promise.
• It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y'ello

• Lead with Crae
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Responsibilities
The Manager - Specialist Demand Management Commercial will be responsible for the following:

• Develop and implement a structured AI demand management process for commercial segment by defining use case evaluation criteria, prioritization frameworks, and governance mechanisms to ensure alignment with business goals
• Lead the demand management process, collaborating with cross-functional teams to gather and define AI solution requirements, ensuring that business needs are effectively translated into actionable AI projects
• Develop compelling business cases for AI initiatives, providing insights on potential ROI, market fit, and long-term value, assessing commercial feasibility and viability of AI-driven projects
• Manage the forecasting of AI demand, providing visibility into upcoming needs and ensuring the AI team is equipped with the necessary resources and capabilities to meet future demand
• Drive the AI solutions portfolio for commercial segment, ensuring that high-priority commercial demands are addressed in a timely manner
• Provide guidance to relevant AI solution design and architecture teams to ensure that AI solutions being developed meet customer needs, align with market trends, and are commercially viable
• Collaborate with IT and SWCOE teams to ensure AI solutions are scalable and can be deployed efficiently across diverse customer base in alignment with overall organizational goals
• Establish and monitor KPIs for demand management, ensuring that AI initiatives meet commercial objectives and deliver value to the business
• Identify and manage risks related to demand fulfillment, including resource constraints, changing business requirements, and potential delays, providing solutions to mitigate issues and ensure smooth delivery
• Continuously assess and improve the demand management process, identifying areas for operational efficiency, reducing bottlenecks, and ensuring that AI solutions are delivered in alignment with business timelines
• Partner with finance team to manage the budgeting process for AI-driven initiatives, ensuring efficient use of resources and achieving project financial targets
• Regularly report on demand management activities to AI COE Lead, senior leadership, providing updates on the status of AI projects, upcoming opportunities, and demand trends
• Conduct market research and competitive analysis to identify trends and opportunities for AI solutions within the telecom industry
• Ensure continuous improvement of AI solutions by gathering feedback, analyzing performance data, and refining AI implementations

Qualifications
Education:

• Bachelor’s degree in business administration, Computer Science, Data Science or a related field 
• Relevant certifications in AI/ML. Data Analytics (preferred)

Experience:

• 4+ years of experience in demand management for commercial operations for AI solution design and deployment in a telecom, tech, or data-driven environment
• Proven experience in managing the demand pipeline for technology, AI, or data-driven projects
• Demonstrated experience in forecasting demand, managing project portfolios, and ensuring the successful delivery of business-driven AI solutions
• Experience working with technical and commercial teams with a strong understanding of how AI and commercial functions intersect

Skills:

• Strong understanding of telecom commercial operations and AI-driven transformation
• Prioritize and manage multiple AI projects efficiently
• Business case development and ROI modeling for AI investments
• Strong communication and presentation skills for senior leadership
• Experience with CRM, AI-driven marketing tools, and customer engagement platforms
• Stakeholder Management & Cross-functional collaboration

Apply Before: 07/08/2025

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Job Description
Mission

• The Manager - AI Information Security will be responsible for ensuring the implementation and management of advanced information security strategies and frameworks that safeguard sensitive data and AI-driven systems.
• The role will be mitigating the risk of cyber threats, ensure compliance with relevant regulatory requirements and industry standards fostering trust in the AI-driven solutions
• The role will collaborate with cross-functional teams to integrate security measures into AI solutions, creating awareness around information security best practices, and actively managing security incidents and vulnerabilities to minimize potential risks to the business
• The Manager will be at forefront of the organization’s efforts to promote a culture of security.
• By leveraging cutting-edge technologies, the role will ensure the successful protection of AI data and systems while driving innovation and maintaining the high standards of cybersecurity across the business

Values

• We at MTN are a purpose and value-led organization.
• At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday.
• We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
• Our values keep us grounded and moving in the right direction.
• Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential.
• A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results.
• A workplace that is built on relationships and achieving a purpose that is bigger than us.
• Our commitments go beyond an organisational promise.
• It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y'ello

• Lead with Crae
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Responsibilities

The Manager – AI Information Security will be responsible for the following:

• Support the development and implementation of the overall information security framework and strategy focused on AI systems, ensuring effective implementation and adherence across all the business
• Responsible for the development and implementation of the requisite AI information security policies, procedures, guidelines, and standards across the AI-powered infrastructure, platforms, and solutions by means of providing direction, structure, frameworks, models, plans and roadmaps
• Embed best-in-class AI information security risk management standards and practices, integrating emerging trends, frameworks, and threat intelligence into the organization's security posture
• Closely monitor development and implementation of AI Incident Response and Management framework in line with MTN Group Information Security standards
• Work closely with team of AI/ML engineers and data scientists to ensure that security protocols and controls are integrated into AI models and data workflows.  
• Provide ongoing consultation on secure coding practices, threat models, and risk assessments
• Ensure continuous compliance of the organization’s AI solutions with global data privacy laws, security regulations, and industry best practices, while proactively adapting to regulatory changes
• Drive the development and delivery of training programs to build awareness of security protocols and best practices for all teams, promoting a culture of security across the organization
• Oversee the deployment, optimization and management of advanced security monitoring tools, ensuring continuous monitoring of the AI environment for threats, vulnerabilities, and attacks
• Drive the Cyber Defense, Data Privacy, Resilience, Threat & Vulnerability assessments and penetration testing to identify and mitigate risks
• Provide regular updates to the AI COE Lead and senior leadership on security, incident reports, risk mitigation efforts, and compliance activities
• Engage with the Ethics & compliance and Audit teams to ensure alignment of security processes against business risk
• Develop and implement security metrics and KPIs to measure the effectiveness of AI information security programs, ensuring continuous improvement and alignment with organizational goals
• Establish and maintain a security governance structure for AI-driven projects, ensuring that all new and existing AI solutions undergo security reviews and audits before deployment
• Coordinate with external vendors and partners to ensure third-party AI systems, tools, and services comply with the MTN’s security policies and standards, conducting regular security assessments

Qualifications
Education:

• Bachelor’s degree in computer science, Information Technology, Cybersecurity or a related field 
• Relevant certifications in Information Security or Cybersecurity (preferred)

Experience:

• 4+ years of experience in Information Security or Cybersecurity role
• Proven experience in managing information security programs in an AI/ML-driven environment, ideally in the telecommunications industry or other related sectors
• Strong experience in handling security incidents, risk assessments, vulnerability management, and compliance audits
• Experience working with cross-functional teams, particularly in integrating security into AI/ML solution pipelines and platforms

Skills:

• Deep knowledge of cybersecurity principles, frameworks, and standards
• Expertise in AI/ML security, data privacy, and securing cloud-based platforms
• Strong understanding of penetration testing, vulnerability scanning, and risk management methodologies
• Proficiency in cybersecurity and AI-related security tools
• Stakeholder Engagement & Communication Skills

Apply Before: 07/08/2025

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Job Description
Mission/Core purpose of the job:

• The Senior Manager: Programme Governance & Reporting will be responsible for leading the governance and reporting processes for AI-driven programs, ensuring that the AI programs adhere to robust governance frameworks, maintain transparency, deliver timely, accurate reporting and align with strategic business goals
• As a Senior Manager: Programme Governance & Reporting, the role will work closely with relevant stakeholders to manage the governance, risks, and compliance of AI projects within given scope, time, and budget, ensuring transparency among all stakeholders leading to effective decision-making and successful delivery of AI solutions
• The role will also be responsible to foster a culture of accountability and performance optimization, proactively identify opportunities to enhance AI project efficiency, mitigate risks, consistently meet business needs, delivering measurable value and contributing to the overall success of the organization

Job Outcomes and Results:

• Ensure that AI projects are delivered on time, within scope, and within budget through effective governance practices
• Foster strong relationships with internal and external stakeholders to ensure clear communication and effective collaboration
• Proactively mitigate risks and ensure compliance with internal policies and external telecom industry regulations, and data privacy laws
• Enable continuous monitoring of AI programs, ensuring consistent performance and delivering actionable insights to senior leadership
• Establish and maintain comprehensive, clear, and accurate governance frameworks, processes and standards to ensure robust oversight and alignment with evolving regulatory demands, and industry best practices

Values

• We at MTN are a purpose and value-led organisation.
• At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day.
• We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life. 
• Our values keep us grounded and moving in the right direction.
• Most importantly, they keep us honest.
• It is not something we claim to be. It is in our DNA
• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential.
• A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results.
• A workplace that is built on relationships and achieving a purpose that is bigger than us.
• This is what we want you to experience with us!
• Our commitments go beyond an organisational promise.
• It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y’ello

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Responsibilities
The Senior Manager - Programme Governance & Reporting will be responsible for the following:

• Lead the strategic establishment and ongoing governance of standards, processes, and frameworks across all AI programs, ensuring the programs comply with industry best practices and strict adherence to regulatory requirements
• Oversee the governance of critical project deliveries, monitoring trends, anomalies, and behaviors to ensure proactive risk mitigation
• Serve as the primary point of contact for AI governance, advising leaders on policy and regulatory changes while facilitating timely communication between the senior leadership and cross-functional teams to ensure alignment on AI program execution
• Work closely with relevant AI Ethics & Compliance stakeholders to monitor emerging regulatory and ethical standards in AI, adjusting governance policies proactively ensuring alignment with overall MTN governance policies and standards
• Spearhead the development and enforce policies for responsible AI development, deployment, and monitoring, ensuring full alignment with global regulatory standards to maintain compliance and ethical AI practices across all programs
• Responsible to ensure compliance with internal and external guidelines, focusing on fairness, transparency, accountability, and privacy in AI systems. Monitor and enforce best practices to maintain ethical and regulatory standards across AI initiatives
• Collaborate with AI Legal and Regulatory stakeholders to manage and document AI-related risks and incidents, while developing audit mechanisms and conducting regular compliance checks to ensure adherence to AI governance standards
• Partner with cross functional teams to strategically integrate AI principles throughout the entire AI lifecycle, from conceptualization and development to deployment and continuous monitoring, ensuring ethical standards, transparency, and compliance are maintained throughout
• Drive the identification and mitigation of risks in AI applications, including bias, security, and privacy concerns, and establish metrics and KPIs to assess and ensure alignment with ethical and governance standards
• Perform project portfolio analysis by generating comprehensive reports and dashboards to track AI compliance, performance metrics, including project financials and capital expenditures, and provide detailed insights to stakeholders for informed decision-making
• Responsible to Identify opportunities for continuous improvement in AI program governance and reporting processes, and drive the adoption of best practices and new technologies to enhance the efficiency and effectiveness of program delivery
• Drive training and awareness programs for internal stakeholders, including technical teams and business leaders, to ensure they understand the ethical, regulatory, and governance aspects of AI technologies, enabling a culture of compliance and responsibility

Qualifications
Education:

• Bachelor’s degree in Business Administration, Information Technology, or a related field 
• Relevant certifications in engineering or AI (preferred)

Experience:

• 8+ years of experience in project/program governance and reporting, preferably in AI, telecom, or technology-driven environments
• Proven track record in leading AI governance frameworks and reporting in telecom or tech industries, 
• Hands-on experience in managing end-to-end AI projects, ensuring alignment with business goals, regulatory compliance, and successful delivery
• Experience of working in a dynamic, fast-paced environment 

Skills :

• Strong understanding of AI principles, frameworks, and regulatory standards to ensure compliance and effective governance
• Familiarity with a broad range of technical concepts relevant to cloud computing environments: logical access, agile development process, security architecture, information security, network security, and privacy
• Demonstrated project governance and reporting skills
• Knowledge of global and regional compliance requirements and experience in conducting regular compliance checks

Apply Before: 07/10/2025

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Job Description
Mission/Core purpose of the Job:

• The Senior Manager: AI Solution Design & Architecture will be responsible for leading the design and architecture of AI-driven solutions that align with the MTN’s strategic objectives.
• The role will ensure the seamless integration of AI technologies into business operations, addressing complex business challenges through innovative and scalable AI solutions.
• As a Senior Manager, the role will work closely with cross-functional stakeholders including data scientists, business leaders and engineers to design AI architectures that are strategically impactful, optimizing key business processes, improving customer experiences, and driving long-term growth.
• They will be pivotal in driving innovation within the organization by architecting AI solutions that leverage emerging trends in AI and telecom; By developing secure, scalable, and high-impact AI technologies, the role will empower the company to stay ahead of the curve, enabling technological advancements that drive business success and foster competitive advantage.

Job Outcomes and Results:

• Lead the creation of AI solutions that solve key business problems, improve operational efficiency, and drive innovation across MTN
• Ensure seamless integration of AI solutions with existing infrastructure and business systems, enhancing functionality and performance
• Design AI solutions that are both scalable to handle future growth and secure to meet regulatory and security standards
• Deliver AI solutions that are optimized for performance, minimizing latency, cost, and resource usage
• Deliver tangible improvements in business metrics such as customer satisfaction, operational efficiency, and revenue growth
• Foster strong relationships with cross-functional teams, ensuring AI solutions meet business needs while being technically feasible
• Build a collaborative and high-performance team environment, providing guidance on best practices and professional development

Values:

• We at MTN are a purpose and value-led organization.
• At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday.
• We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.
• Our values keep us grounded and moving in the right direction.
• Most importantly, they keep us honest. It is not something we claim to be.
• It is in our DNA.
• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential.
• A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results.
• A workplace that is built on relationships and achieving a purpose that is bigger than us.
• Our commitments go beyond an organisational promise.
• It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y’ello

• Lead with Care
• Can-do with Integrity
• Collaborate with Agility
• Serve with Respect
• Act with Inclusion

Responsibilities

• The Senior Manager – AI Solution Design & Architecture will be responsible for the following:
• Lead the design and implementation of robust, scalable, and innovative AI solutions, overseeing the entire end-to-end AI solution blueprint and roadmap ensuring alignment with the MTN’s technical and architectural standards
• Work closely with business leaders and key stakeholders to translate AI architecture requirements into strategic architecture solutions, securing the integration of cloud-native tools from major hyperscalers and machine learning
• Oversee the design and implementation of scalable, modular solutions that efficiently accommodate growing data volumes, user demands and evolving business needs, while enabling future upgrades and AI advancements
• Spearhead the entire lifecycle of AI solutions, from the initial design and prototype to production deployment ensuring that the AI Models are developed and optimized for performance, latency, and cost-efficiency
• Collaborate with teams to ensure seamless integration of AI models and platforms into existing infrastructure, such as CRM systems, ERP software, APIs, databases, and cloud platforms (AWS, GCP, Azure) and other critical business applications
• Orchestrate the deployment of AI models into live environments, driving continuous optimization, facilitating regular performance assessments, and ensuring timely retraining to sustain accuracy, effectiveness, and alignment with evolving business objectives post-deployment
• Ensure AI solutions adhere to stringent security and privacy requirements, implementing encryption, authentication, and authorization protocols to safeguard data across MTN’s AI systems
• Liaison with AI Ethics & Compliance teams to lead initiatives to ensure AI solutions comply with data privacy regulations and industry-specific standards, while proactively monitoring and addressing compliance challenges related to data handling, model development, and deployment
• Advocate for ethical AI practices by ensuring models and algorithms are transparent, explainable, and fair, while promoting the responsible use of AI in alignment with the organization’s ethical guidelines and governance framework
• Serve as a key technical advisor to the GM: AI COE Lead and other senior stakeholders, providing insights on the latest developments in AI and related technologies (e.g., cloud computing, edge computing, IoT) ensuring the organization remains competitive by leveraging cutting-edge solutions that drive innovation and enhance overall capabilities
• Responsible for the maintenance of comprehensive documentation of AI solution designs, architectures, model configurations, and deployment procedures, ensuring that design decisions, assumptions, and constraints are clearly communicated and easily accessible for future reference
• Leverage feedback from business users, technical teams, and external sources to refine AI solutions, ensuring that the solutions continue to evolve and meet changing business needs

Qualifications
Education:

• Bachelor’s degree in Computer Science, Information Technology, Engineering or a related field 
• Relevant certifications in AI/ML, Cloud Computing, AWS Certified ML, Microsoft Certified: Azure AI Engineer).(preferred)

Experience:

• 8+ years of experience in AI solution design and architecture, with a proven track record of delivering AI-driven solutions in large-scale, complex telecom environments
• Strong experience with AI technologies, including machine learning, deep learning, and data engineering
• Hands-on experience with integrating AI solutions into existing business systems, such as CRM, ERP, and other enterprise platforms
• Experience of working in a dynamic, fast-paced environment 

Skills :

• Proficiency in AI and machine learning frameworks (TensorFlow, PyTorch, Keras and Scikit-learn)
• Expertise in cloud computing platforms (AWS, GCP, Azure) for deploying and scaling AI solutions
• Strong understanding of data engineering principles and tools for handling large-scale data pipelines (e.g., Hadoop, Spark, Kafka)
• Experience with MLOps practices for managing AI model lifecycles
• Expertise in designing and integrating AI-driven solutions using microservices architecture and APIs

Apply Before: 07/10/2025