Jobs at Multichoice

Purpose of the Position

• Extract and gather data from various sources, both real time event streams and batch, develop technical architectural solutions in the cloud utilizing this data for intelligent automation and data driven insights.

Key Performance Objectives

Tasks

CVM Analysis

• Envision, in partnership with CVM, and design technical architectural solutions to drive the continued automation, improved analytics and increasing maturity of the CVM ecosystem. Developing data models, pipelines, integration interfaces (APIs/CosmosDB) to Braze and other relevant tools, including internal CMS interface and Recommendations engines.
• Identify opportunities to improve the data ecosystem with new software or hardware tools available in AWS/Azure, ensuring best practices in solution design and data modelling.
• Develop integrations between Braze, Data warehouses, Real time databases, feature stores, recommendations engines, content management systems, product back end and other relevant sources and destinations.
• Identify pockets of opportunity to improve the processes around CVM communications, including designing technical solutions to improve team efficiency and reduce manual work.
• Define and complete projects from inception to production, in partnership with CVM and external agencies, ensuring the data ecosystem accommodate both the requests and where possible generalized solutions for future requests.
• Translate the requirements gathered from CVM, Connected Video leadership team and other stakeholders into work items and actionable projects that aligns with the long-term architectural vision for the marketing tech stack ecosystem.
• Design and develop databases, feature stores, data marts, data warehouses and data models (in Delta Lakes, Azure Analysis Services and Relational databases as needed).
• Design and maintain ETL processes and real time data pipelines feeding above data stores with accurate and timely data.
• Develop the company’s capability in using customer behavior data to drive engagement and retargeting with intelligent automation on our Omni-channel communications.
• Provide support to the CVM team comprised of marketing, product and technology analytics, creating reporting packs, dashboards or presentations.
• Identify opportunities to improve business as usual processes using modern technologies and automation, e.g. setting up API`s using Python on Azure to dynamically insert latest and top-performing content into emails.
• Provide funnel analysis and be able to set up campaign and testing together with the teams to track campaigns and impact on growth and the business. Design data event models and tracking schemas.
• Provide clean and usable data to the internal and group wide teams, including but not limited to data cleansing, mapping, data design, repository creation, metadata management and repository creation.
• Build customer segmentation and propensity models, implement targeted communications using the models.
• Analyse marketing campaign performance, using data mining and statistical methods to determine effectiveness and provide actionable insights for future planning and campaign development.
• Analyse channel performance for the following channels and make recommendations as to where to move spend and creative resources across Push Notifications, Email Communications, SMS, Paid remarketing on Facebook/Google Ads.
• Maintain, build and improve data consolidation and automation from media platforms, publishers, web analytics, and CRM platform to enable an integrated view of the data in one environment.
• Design and implement complex user journeys in our CRM tool to maximize overall conversion and retention rates, including the development of custom APIs and integrations.
• Attend weekly status meetings with business and analytics, contribute to cross-functional discussion, collaborate on large projects and support the process of discovering new opportunities.

Stakeholder Relations

• Provide specialised analytical and technical support and guidance to CVM team
• Establish and monitor healthy, diverse internal and external stakeholder relations and implement remedial actions where required, in the achievement of organisational goals
• Oversee data relationship with external agencies and other 3rd party analytics providers   that offer CVM insights and operational support

Reporting

• Provision of timely and accurate reports in accordance with business and management requirements
• Report on status, risk and timelines regarding performance analytics to provide visibility and line of sight
• Compile and provide complicated analysis to a non-technical audience, design reports and slide decks to communicate insights to management
   

Qualifications Essential

• Degree in Mathematics/Engineering/Data Science/Data Analysis
• Post Graduate qualification in Mathematics/Data Science/Data Analysis/Coding would be advantageous

Experience

• 6-10 years in an analytical field
• Excellent analytics skills, Python or R, data mining, data visualization and SQL capabilities
• Software development experience
• Experience working with data warehouses/large databases
• Experience in Tableau/Power BI/SSRS
• Maintenance of data integrity, data warehouses, real time data feeds and data feature stores
• Analyse, report and surface insights and feedback
• Experience working with large data sets including data cleansing and validation
• Ability to identify trends/behaviours from complex data sets and suggest where they can be applied
• Cloud experience – Azure, Databricks, Azure Functions, Event Hubs and Streaming Analytics (advantageous)
• Experience with streaming analytics and data pipelines (advantageous)

Technical Competencies

• Analytical skills
• Data Warehousing
• Data Analyses
• Programming
• Data Mapping
• Reporting
• Problem-solving
• Attention to detail
• Communication skills

Behavioral Competencies

• Comfortable in agile and rapidly changing environment
• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Holistic Thinking
• Persuade & Influence
• Coaching

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Purpose of the Position:

• To design UX solutions using User Centered Design techniques, catering for user and business needs.
• To design interaction models that enhance user satisfaction by improving the usability, accessibility, and pleasure provided in the interaction between the user and the product,
• To make sure that digital applications work and function as expected in the hands of the user.
• To engineer near real, functional prototypes that allow for the interrogation of interaction and fine interaction.
• To test, measure and improve the user experience of digital products and services.

Key Performance Objectives

Tasks

 Consulting

• Design UX solutions using User Centered Design techniques.
• Research market, users and competitors, conduct analysis, collaborate with key stakeholders and run workshops to understand challenges.
• Base UX solutions on data/evidence, catering for business and user need.
• Produce task flows and wireframes and map user stories and scenarios to user journeys.
• Design interaction models for Web, Lean Back and Mobile experiences.
• Improve the usability, accessibility, and pleasure provided in the interaction between the user and the product.
• Make sure that digital applications work and function as expected in the hands of the user.
• Design fine interactions for user interfaces.
• Define how interactions happen and unfold, including: Loading, transitions, animations, states, moments, timing, interface affordance, input methods and commands, accessibility.

Conduct heuristic evaluations on Connected Video interfaces to:

•       Find usability problems in the user interface (UI) design
•       Identify areas for interaction improvement.

Engineer high definition prototypes that allow for the interrogation of near real flow, interaction and fine interaction.
Conduct tests with users to measure the quality of interaction design across platforms. Use various methods including usability testing and eye tracking studies.
Conduct tests at scale to determine effectiveness of interaction designs using UX metric data analysis.
Interpret the results of these studies, turning them into actionable recommendations.
Work on multiple projects at one time, using strong communication skills to manage time and expectations appropriately.
 

Stakeholder Management

• Provide proposals and present results from usability tests and other user research to project teams.
• Monitor statistics and analytics (such as Google Analytics) across sites with an aim of obtaining a better understanding of user behaviour and improving user journeys.
• Actively work on improving user experience and engagement across all our sites and products.
• Collaborate with teams and stakeholders to communicate UX direction and refine user interfaces.
• Participate in team activities and team planning with the aim of improving team skills, awareness and quality of work.
• Evangelise good user experience, demonstrating measureable value to other team-members and stakeholders, and encouraging a culture of UX.
• Foster a healthy tension between stakeholders, encouraging discussions that take into account business needs, user needs, and what is possible.

Qualifications

• A Bachelors degree in Digital Design, Information Technology, 5 - 8 years UX design experience.
• HFI CUA beneficial. Digital design experience beneficial.
   

Experience

• 5 – 8 years UX design experience.
• A solid grounding in designing experiences for TV, VOD and digital interfaces with proven track record.
• Experience leading UX design and visual design projects.
• Expert understanding of usability heuristics and UX design principles.
• Fundamental understanding of gestalt design principals.
• Strong technical markup ability and experience in building user interfaces for web, mobile and lean back.
• Detailed knowledge of IOS and Android Mobile UI guidelines, W3C web, and Lean Back UI standards.
• Experience in applying User Centered Design to solve complex problems.
• Ability to demonstrate concrete knowledge of user experience concepts that inform decision making within your portfolio.
• A demonstrated background in improving user flows and customer engagement.
• Understanding of, and experience with a wide array of testing techniques, including direct user testing, focus groups, card-sorting, tree-testing, etc.
• Experience in creating user testing scripts and leading testing sessions.
• Ability to understand business requirements and provide UX solutions that work within the technical boundaries.
• Experience in designing medium to large software systems within environmental constraints.
• Experience in presenting and articulating UX solutions to peers, executives and customers.
• Mastery of prototyping tools such as ProtoPie, Axure, Figma, Sketch, Framer.
• Ability to create complex front-end prototypes using web based technologies.
• Experience creating UX/Product specifications and presentations.
• Experience working with Agile processes.
   

Technical Competencies (List the key technical competencies)

• UX design
• UI design
• Research + testing
• Market awareness
• Concept presentation
• Communication and negotiation
• Assertiveness
• User empathy
   

Behavioral Competencies (List the key behavioral competencies)

• Relationship Building
• Decision Making
• Critical Appraisal
• Analytical Thinking
• Persuading & Influence
• Perseverance, good work ethic and initiative.

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Purpose of the Position

• The purpose of this role is to plan, direct, coordinate, and oversee operations activities for the connected services team, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. This role will ensure the development  and implementation of operational management systems, procedures, processes, policies and best practices.

Key Performance Objectives

Tasks

Operations Delivery

• Develop and implement operational management systems, procedures, processes, policies and best practices
• Grow the efficiency of existing operations systems, infrastructure processes and procedures to enhance and sustain Connected Services internal capacity
• Locate bottlenecks and streamline existing processes
• Perform quality controls and monitor KPIs
• Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
• Manage Installer escalations, provide resolutions and feedback within acceptable SLAs
• Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians
• Proactively work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations and put preventative measures in place
• Follow up and ensure all remedial actions required are carried through effectively
• Drive a culture of effortless customer experience
• Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
• Ensure legal compliance of processes
• Assist in developing or updating standard operating procedures (SOPs) for all business operational activities
• Optimise, maintain and enforce the agreed standard operating procedure
• Maintain accurate and clear documentation for operational procedures and activities
• Develop risk and contingency reporting procedures/systems to ensure business continuity
• Anticipate and track operational and tactical risks and provide strategic solutions
• Support back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Assess a variety of situations and provides clarity to team and stakeholders
• Play a significant role in long-term planning, project status reporting, and implementing of change control processes
• Complete reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Work closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
• Good decision-making skills and response to high-pressure situations
• Oversee and report weekly, monthly, quarterly, and annual metrics
• Manage and direct operations team to achieve business targets
• Stay up to date on industry regulations, trends, and technology
• Support operational fraud risk and audit processes for the purpose of preventive maintenance

Installer Management:

• Oversee Installer Accreditation and Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPIs. The programs should be digitized in-line with the broader organizational direction and focus
• Assist in the development of after sales support strategies across Agency and Installer touch points
• Identify and segment installer rankings/segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber
• Ensure each geographic market segment has a healthy installer-demand ratio
• Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised
• Develop and manage digital solutions for Installer support and reporting
• Manage and oversee installer allocations, according to an agreed policy & program
• Develop and implement an Installer Ratings and Rewards program
• Develop and support strategies to improve after sales support for devices and accessories in the Installer and Agency touchpoints
• Support complimentary business functions such as Payments, DCI and billing/account enquiries
• Manage supplier SLA and MOU contract process
• Define and communicate Warranty requirements for Approved equipment

Installer Payments and Validations:

• Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
• Oversee validations and payments of Installer and distributor claims
• Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
• Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
• Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines
• Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments
• Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager
• Protect the company resources from abuse by any stakeholder
• Draw reports and trends, comparing sales to Installer claims
• Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors

Digital Enablement and System Support

• Support strategy development of digital solutions to help drive high quality installations and great customer experiences in Connected Services
• Support the process of digital services and app development in Connected Services
• Contribute to the BRS and relevant business briefs for new solution development
• Work with stakeholders to do development, UAT and launching of new digital enablement services
• Drive adoption and usage of the Connected Services digital products
• Produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
• Prepare an operational plan for the commercialization and operational management of these digital services in field
• Detect and escalate in field faults, errors, bugs and technical issues
• Provide guidance on hardware requirements to support these digital services
• Provide training to internal stakeholders on new digital solutions
• Provide input into budgeting for development and maintenance for digital solution development
• Gain insight through first-hand interaction with Agencies, Installers, System integrators and consumers
• Maintain industry best practice

People Management

• Supervise a team to ensure effective daily operations.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Establish and maintain effective talent management through succession planning and adherence to training plans for the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions annually to ensure that they are fit for purpose
• Review leave plans in place and make recommendations to the line

Qualifications

• Degree in Business Management, Operations Management or a related field
• Certification in ITIL, Agile Scrum, Lean Six Sigma and Project Management would be advantageous
• Post Grad Degree would be an added advantage

Experience

• A minimum of 8years work experience in a business operations environment
• A minimum of 5 years’ People and Budget Management experience
• Overall project management experience an added benefit
• Excellent data analytics and reporting skills
   

Technical Competencies

• Operations Management and efficiencies
• Stakeholder Management
• Project Management and Planning
• Finance/Budget Management
• Policy and process Creation
• Service Level Management

Behavioral Competencies

• Builds and maintains strong relationships
• High stress tolerance to a high pressure driven environment
• Customer Centric/Customer Service
• Analytical and Holistic Thinking
• Conflict resolution
• Problem solving
• Critical Appraisal and decision making
• Persuading & Influence
• Coaching

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Purpose of the Position

• To create and maintain a Privacy Program that should no longer be seen as a regulatory compliance framework, it should be seen as a core value for a business to have control over its data and to be able to leverage the data, while ensuring compliance to local and international laws.

Key Performance Objectives

Tasks

Operational Activities

• Data Privacy work in the technical internet/mobile product-driven environment in the video entertainment industry.
• Define and fully implement CV GDPR/POPIA roadmap, partnering with relevant counterparts to ensure that strong privacy-by-design processes are built into our online video streaming services, worldwide.
• Oversee European and African Data Protection, report directly to the Data Privacy Officer and Chief Technical Officer.
• Develop and implement compliance strategies in close cooperation with Engineering and Legal teams.
• Ensure up to date data mapping (data inventory) and legitimate cross-border data transfers
• Ensure third parties management through DPAs
• Coordinate notification efforts
• Review and validate new releases of platforms before roll-out in the Europe and Africa regions
• Conduct data privacy impact assessments (DPIA)
• Draft internal policies and guidelines
• Draft and conduct data protection trainings to enhance a data privacy friendly company culture
• Manage DSR requests

Qualifications

• Bachelor’s degree in Law
• Excellent knowledge of Data Protection Law (POPIA, GDPR, ePrivacy), knowledge of media/SVOD legislation is an advantage
• IAPP and ISACA certification is an advantage
• A Post Graduate Qualification would be advantageous

Experience/Skills

• Experience as an in-house Privacy Counsel, Privacy Manager or Compliance Manager of at least 2 years, preferably with large technological international operating company
• 5-8 years’ working experience
• Excellent communication skills, ability to lobby for change
• Independent, responsible approach to work and willingness to find solutions
• Excellent knowledge of the English language is mandatory
• Critical and strategic thinking, open mind, communication skills and project management

Technical Competencies

• Results orientated
• Communication skills
• Risk Management Skills
• Analytical skills
• Team player
• Project Management
• Problem solving skills 

Behavioral Competencies

• Relationship Building
• Conflict Resolution 
• Decision Making 
• Critical Appraisal 
• Holistic Thinking 
• Persuading and Influence 
• Coaching

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Purpose of the Position:

• Be a finance partner to business and assist with all matters relating to the productions for the channels

Key Performance Areas

Tasks

• Provide inputs into the development and maintenance of the Content production commissioning pack
• Assist producers with budget planning, cost alignment to format requirements and submissions for local productions
• Advise on and monitor production expenses and financial submission reports against contracted parameters
• Manage, review and evaluate budget submissions
• Review and feedback internally on the evaluation of producer financial deliverables.
• Check and sign off financial aspects pertaining to contract approvals
• Provide input into cash flow forecasting and advise the business accordingly
• Reconstruct and reconcile production accounts where necessary
• Coordinate and assist with production audits
• Liaise with auditors with queries relating to production accounts both internally and externally
• Research and analysis of rate cards, statutory laws and industry related requirements to keep database and information resources up to date
• Ensuring that proper records and filing systems are maintained within the department and production environment.
• Manage the reporting process and compliance for all productions:
• Monthly reporting for productions
• Variance analysis
• Preparation of budgets and forecast
• Costing and recoveries
• Presentation of final production reviews

Qualification

• Must have a CIMA, B Comm or B Tech with up to 4 years related experience or equivalent qualification

Experience

• Minimum 4 years’ experience in a credit control/cost management and transactional bookkeeping in a financial environment
• Sound knowledge of production industry or similar project orientated industry
• Excellent attention to detail
• Strong finance and administration skills
• Strong computer literacy (Microsoft Office applications), advanced excel
• SAP and production accounting system would be advantageous

Behavioural Competencies

• Must be a team player
• Passion for television production
• Must be able to work well under pressure
• Good problem-solving skills
• Positive attitude
• Good customer relationship and understanding
• Strong figure orientation
• Accuracy and attention to detail
• Must be a self-starter
• Good communication skills
• Flexibility and adaptability
• Organised and methodical
• Excellent time management skills