Jobs at MTN

JOB DESCRIPTION
Mission

• Develop, maintain the enterprise-wide Business Process Design and mature process maturity level, by assessing business processes for efficiency, effectiveness, and identification of opportunities for change to improve or achieve organizational goals.  And put in place process measurements for continuous improvement. This would be within the approved transformation and operational projects in terms of MTN’s strategic objectives, operating models and business plans. 

Key Performance Areas
Execution of the Process methodology and standards for Business Process Optimisation way of work:  

• Execute the MTN Way for Business Process Optimisation and Quality Assurance 
• Conduct process analysis on based on best practise and integrate findings into our way of work
• Contribute to establishing and maintaining departmental and functional business processes across the organisation

Conduct Business Process Optimisation/Reengineering

• Input into the maintenance of business process architecture governance in MTN SA 
• 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 process 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 
• Identify, propose adjustments, and analyse and refine business process solutions to optimise the business and align business process architecture with the operating model 
• 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
• Provide support in the form of consultation and coaching to improve business process design
• Perform process simulation to ensure feasibility of recommended processes
• 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 

With the Business Analyst: 

• Determine and review business requirements impacting processes
• Compile requirements for system enhancements (wherever applicable) using relevant elicitation techniques
• Align to ISO 9001 Quality Standard
• Define and Operating Level Agreement (OLA’s) and Service level agreements (SLA)

Conduct Business Process Measurement 

• Measure AS-IS business processes by collecting and performing data analysis to ascertain process performance 
• Ensure process metrics for business processes are defined
• Define process controls for measurements 

Customer Journey Mapping
Give input into the definition of Customer journey mapping aligned to the Customer Experience strategy 

• Information Management and Reporting
• Maintain a central repository of business processes for MTN SA
• Ensure defined process metrics are reported against

Update relevant process repositories, libraries and catalogues

• Ensure traceability of requirements from business through to development and implementation
• Recommend how to implement suggested procedural improvements
• Give input into reporting on business process design/optimisation initiatives

Quality assurance

• Work consistently according to standard operating procedures
• Accurately assess the risks associated with each business process
• Identify processes and procedures where the quality of work may be improved
• Conduct quality assessments of TO-BE processes 
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Give input into reporting on quality assurance

Education

• Minimum 3-year degree/diploma in relevant discipline
• Minimum of 4 years work experience required
• Minimum Six Sigma (Green belt) required
• ITIL Service Management (advantageous)
• Fluent in English

Experience in the following will be considered a definite advantage;

• Principles of quality standards ISO9000, 9002, Six Sigma, CMMi, COBIT
• Principles of leading practice process and operational frameworks: e-TOM, SCOR, DCOR, CMAT
• Principles of Enterprise Architecture Frameworks: Zachman, TOGAF, NGOSS
• Process repository modelling tools e.g. ARIS, Casewise, Visio, Abacus

Skills and Training

• Business process architecture 
• Process analysis 
• Process automation and simulation
• Quality standards and management 
• Principles of leading practice process and operational frameworks 
• Principles of enterprise architecture frameworks 
• Technical design principles (e.g. SOA)
• Software development life cycle

Data analysis 

• Working on system development lifecycle projects/programmes using a Six Sigma/Lean methodology
• Experience in BABOK 
• Experience working in a medium sized organisation
• Experience in a telecommunications environment (advantageous)

Competencies

• Design thinking
• Analytical
• Collaborative
• Communication
• Resilience

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JOB DESCRIPTION

• To provide specialist support to the Mobile Financial Services department with relevant, analyzed information on performance indicators and business value drivers along with the extraction of reliable, high quality data from information and operational systems to allow production of main operational KPIs. This is done to ensure that MTN ‘s true purpose and core responsibilities to the customer and particular business situations / challenges are met as per the required standard.

RESPONSIBILITIES

Intelligence Measurements and Reporting

• Research on customer buying and data usage patterns in order to have a holistic analysis
• Assist with data extraction for customers from internal and external sources within the MTN SA market
• Assist in data clean-ups on information by ensuring that data is updated and pruned
• Thoroughly scruitinize data in order to determine SWAT across all of MTN SA segments
• Report on relevant performance metrics for the business objectives in line with Business objectives
• Facilitate accurate data analysis and reporting of customer analytics and intelligence
• Delivery of insightful market intelligence and insights to support business intelligence objectives utilising customer analytics
• Interpret data and develop relevant recommendations based on data analysis findings
• Develop graphs, reports and presentations of projects results
• Perform basic statistical analysis for projects and reports
• Create and present quality dashboards
• Generate standard monthly and ad hoc reports

Internal Processes and Efficiency

• Prioritise requests and coordinate with IT to ensure availability, storage, sharing and certification of required information and data integrity
• Support data and application design for the implementation of an automated customer analytics
• Ensure the effective use of the USD/JAZZ system within the department to log and take action on customer requests
• Provide recommendations regarding campaign consolidation, integration, automation and optimisation based upon jobs requests worked upon
• Provide more insights into the ways to target customers 

Operational Planning and Management

• Plan and coordinate the data extraction and reporting processes
• Consider the long term (1-2 years) implications of action from a broader perspective
• Consider local conditions, as well as competitor activity
• Identify and exploit new opportunities to grow the business further
• Identify innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS

Global Education Standards 

• Minimum of three-year Degree / Diploma in Statistics, Mathematics or Computer Science or related
• Fluent in English and any other official South African languages 

Global Experience Standards 

• Minimum of 3 years’ experience in a area of specialisation preferably Telecomms
• Experience working in a medium  organization 

Training 

• Products and Services and Solutions
• Systems training
• Computer software training
• Project management
• Communication and Negotiation skills
• Assertiveness

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• To manage the Mobile Financial Services (MFS) and CDO (Digial) from a base management viewpoint and drive the overall goal for the business. This role is inherently cross-functional and highly visible, working closely with MFS, CDO and technology functional divisions and has an End-to-End accountability of Digital and MFS Base Management

RESPONSIBILITIES

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Fast moving industry with constantly changing business requirements and technologies 
• Fluid complexities of customer expectations and demands
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
• Participative environment – highly diverse and team-focused

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Strategy Development and Implementation

• Lead the formulation of the Mobile Financial Services and CDO strategy from Base management perspective in line with the overarching business goals.
• Ensure effective implementation of the strategy by providing direction, structure, frameworks, models, plans and roadmaps.
• Use event-based marketing techniques to customize campaigns for different customer segments, increasing campaign effectiveness and boosting marketing ROI.
• Work with technology team to build datamarts and features to integrate with an existing campaign management tool to drive business goals. 
• Build and maintain productive and trusting relationships within the team and business partners to ensure programs are working collaboratively. 
• Drive acquisition and improve activity of product and services launched by MFS and Digital team.
• Introduce Personalised programs to drive activity for CDO and MFS Services. 
• Ensure operationalization of CDO and MFS campaigns from CVM perspective. 
• Exploring Digital channels and other 3rd party channels to increase CDO and MFS performance.  

Operational Delivery

• Create micro Segmentation/ Clustering analysis in order to do targeted MFS and CDO campaigns from CVM.
• Drive user engagement of key services like, Ayoba, Music time, Mobile advertisement 
• Drive the user engagement for Mobile Financial services to build adoption of products like P2P transfers, insurance, payments & others.
• Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. Define analyses of mass segment to identify opportunities to apply products and tariffs to maximize the engagement.
• Conduct attribution of CVM to key metrics of digital products like installs, re-activation, engagement and decay funnel
• Create BTL offers in order to do targeted marketing based on value, Value change & Behavioural segmentation.
• Produce Daily/weekly performance report for CVM campaigns initiated for CDO and MFS. 
• Manage all direct marketing campaign execution and significantly improve ROI through strong campaign management tools – operations, campaign planning, detailed design, production, test, roll-out, commercial return and evaluation.
• Scan the base for new opportunities for CDO and MFS business unit 
• Ensure using different communication channels to improve reach and performance of CDO and MFS business.

Capability

• Excellent analytics skills for effective prepaid base management on commercial improvement programs.
• Understanding of key metrics used in Mobile App user acquisition and engagement funnel.
• Integrate requirements for campaign management, charging and provisioning platforms as well as loyalty management systems by translating prepaid CVM objectives to the IT / Technical teams.

Performance

• Review the team’s performance against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced team performance
• Create and monitor plan for continuous improvement
• Work with Cross functional team to

Reporting

• Report on a monthly and quarterly basis to management relating to progress, in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Supervisory / Leadership / Managerial Complexity:  

• Manage and coordinate the activities of the managers
• Excellent team management skills to drive business
• Build professionalism, loyalty and commitment to the organization
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure communication and fundamental understanding of strategy elements to all teams
• Ensure ongoing liaison with other areas of the business 
• Clarify roles for different levels of managers and operations, matching the level of expertise and results required and agreeing performance standards
• Build and enforce a customer centric approach  
• Manage Employment Equity and diversity 
• Coach and guide subordinates
• Live the MTN Brand values –influence employees’ behaviour

Role Complexity:

• Financial (limits/mandates etc.)
• Contribution to improve overall subscriber base for MFS and CDO.

Non-financial (customers/staff etc.)

• Team of 2-3 resources
• External vendor/partner management
• Cross-functional stakeholder management - support from other functions (specifically but not limited to Product Marketing, Finance and Technology)

Creativities (improvement/innovation inherent)  

• Share opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
• Suggests concrete ways to improve productivity, and improve resource utilisation
• Strive to automate processes and procedures wherever possible
• Apply market research in an optimal way to continually improve processes and procedures
• Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
• Recommend creative and innovative solutions to enhance MTN performance
• Establish sound relationships with service providers and vendors and business segments
• Encourage continuous service improvement
• Implement cost-saving activities

QUALIFICATIONS
Job Requirements (Education, Experience and Competencies)
Education:

• 4 year University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects
• Post-graduate degree in an analytical or commercial field of study

Experience:

• Min 8-10 years of relevant work experience 
• Fluent in English & Other South African languages
• Experience in CVM methodology, principles, capabilities, and techniques.
• Prior experience of mobile industry and understanding of the digital marketing principles
• Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

Competencies:
Head - Big Picture Focus (20)

• Strategy Implementers - Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Decisive Problem Solver - Has the mental agility to identify business challenges and explore effective solutions through effective influencing
• Best Practice Value Creator - Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)

• Culture and Change Champion - Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Guiding People Manager - Is self-aware and guides team capability development through opportunity creation for realising potential
• Relationship Builder - Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)

• Results Achiever - Produces sustainable divisional results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others    

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JOB DESCRIPTION

• To manage and coordinate Network Group programs and Business Plan Processes
• Monitor all Network Group projects and coordinate CAPEX projects

RESPONSIBILITIES

Project Management:

• Lead and deliver large cross-functional programs across the network group and the wider MTN organisation
• Ensure each program meets business rationale and ROI requirements
• Ensure alignment with network group program management policies and practices
• Develop and manage program prioritization and prioritization of projects and activities within each program
• Ensure all project or program interdependencies are identified and factored into the project plans
• Identify future risks to the programs and develop and maintain comprehensive risk management for each program
• Identify and manage potential program delays
• Develop and maintain scheduling of projects and activities for each program
• Report on program progress, issues and risks and how these are being addressed
• Escalate issues which are not resolved by the program team as necessary
• Coordinate budget planning and financing resources involved in  budget process
• Manage overall milestones and timeline of budget process
• Monitor at top level all projects in network group and coordinate OPEX projects
• Develop effective tools/charts/systems for CTO reporting
• Adhere to program and project management policies and practices for the network group and ensure these are executed (e.g. MTN project management toolkit)

Co-ordination and Alignment:

• Synchronise and align programmes with Finance, Marketing and CSSO programmes and requirements
• Coordinate programmes with key budget holders
• Develop and maintain interfaces with other areas of the MTN business outside of the network group as required for successful programme implementation
• Facilitate cross-departmental communication within the network group and inter-departmental communication between Network and other departments
• Coordinate vendors

Financial Management: 

• Manage and optimise programme budgets and ensure alignment with MTN SA financial requirements and agreed budgets
• Identify and eliminate non-contributory expenditure

Project Initiation:

• Provide high-level input into the benefits, costs and available options in a business case
• Undertake a feasibility study to ensure all options are achievable
• Create terms of reference which specify the project objectives and scope
• Articulate and negotiate consensus on a final vision of the core project goals from scoping the requirements of all stakeholders, including the project owner
• Source suitably skilled and qualified project team members – gather Project owner inputs regarding project team members
  Input into the Project Management Methodology for MTN

Project Management:

• Ensure projects are delivered in line with the Project Management Methodology, project standards, and MTN strategy, in accordance to the business requirements and in conjunction with stakeholders
• Manage the day-to-day operational aspects of the project process and scope
• Provide expertise in the process specificities of the delivery of a particular project stream
• Ensure efficiency and flexibility in the management of resources (people, finances)
• Oversee the approval process for all project change requests
• Continuously monitor progress in terms of the status of the project plan. 
• Resolve issues affecting the project, keeping all stakeholders properly informed
• Ensure execution of all content related activities – escalate if deliverables are not developed
• Oversee the construction of all project deliverables
• Gain acceptance from project owners for each deliverable produced
• Build and maintain solid relationships with all MTN SA stakeholders
• Identify, record, analyse and manage potential and actual opportunities, issues and risks, taking corrective action by tackling day-to-day issues head on and reviewing how more serious issues and risks might impact on scope, schedule, quality and cost
• Manage the process of innovative change
• Anticipate and manage deviations from the project plan early, and keep all participants and stakeholders informed
• Revise project plans as appropriate to meet changing needs and requirements
• Drive best practice, continuous improvement and innovation at process and procedure level
• Provide input into the project appraisal process, capturing and using relevant lessons learned

Information management / Reporting:

• Assume ownership of and maintain the project budget. Optimise the budget to ensure delivery of the project remains within the defined budget – for projects managed within CSSO and CMO functions budget management is limited to process related budget (does not include content budget which is managed directly by the business)
• Analyse project profitability
•  Monitor project costs and determine initiatives to optimize resources
• Ensure cost effectiveness by maximising cost/benefit ratios
• Identify areas where money is lost and seek ways to reduce expenditure
• Manage Customer Satisfaction (internal)
• Understand customer needs and develop project plans 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
• Identify trends / patterns pertaining to customer requests and needs to continually improve all aspects of service delivery

QUALIFICATIONS

Education:

• Minimum of 3 year degree/diploma (Engineering, Technology or equivalent with strong emphasis on systems, controls and quality)
• Completed either Prince 2 or PMP

Experience:

• Minimum of 5 years’ experience project management experience, in the Telecommunications or associated  industry; with experience in supervising/managing others
• Minimum of 2 years business or Network Operational experience preferred 
• Experience working in a medium to large organization