Jobs Available at MTN

JOB DESCRIPTION

Mission/ Core purpose of the job

• The Manager - Automation will form a part of a highly skilled group of commercial, technical and management experts who are responsible for wholesaling and leveraging Bayobab global fixed / mobile connectivity infrastructure, within the MTN Group and developing the external business for 3rd party carrier providers. 
• The role will overview the Automation needs of Bayobab. The Manager - Automation will cater to internal customers (MTN Group OpCos) and external customers (3rd parties, e.g. global carriers, ISPs, MNOs and digital players) when it comes to the fulfilment of orders. The role will develop and define initiatives to assist in strategic positioning of connectivity services to maximise revenues from MTN Group’s fixed / mobile network capacity and connectivity, as well as other assets (e.g. satellite). The Manager - Automation position is driven by the need to enhance efficiency & reduce costs through the integration of advanced technologies like AI, robotics, and IoT. It is pivotal in strategizing, implementing, and overseeing these advanced technologies, ensuring competitive advantage and operational excellence.

RESPONSIBILITIES

Key Performance Areas 

Core, essential responsibilities / outputs of the position (KPA's)

The Manager - Automation will be accountable for the following:

• Design, implement, and manage automation systems to improve efficiency across various operational processes
• Collaborate with cross-functional teams to identify automation opportunities and develop project scopes and requirements
• Develop and maintain detailed documentation for automation systems, including user manuals, system configurations, and maintenance procedures
• Monitor the performance of automation systems, conducting regular audits and adjustments to optimize productivity and reduce downtime
• Manage the budget for automation projects, including forecasting costs, tracking expenses, and ensuring projects are completed within financial constraints
• Research and implement new technologies and methodologies in automation to keep the organization at the forefront of industry advancements
• This role demands a deep understanding of both the technical and strategic aspects of automation within a business context
• Automation pipeline: define a framework to identify good automation candidates
• Benefits Identification: Identify and prioritize business processes for automation
• Processes Revamping: enhancing operational efficiency by scrutinizing existing workflows to identify and eliminate redundancies
• Harnesses advanced algorithms, machine learning, and natural language processing to automate tasks. It can streamline operations, detect anomalies, and provide real-time insights 
• Through the strategic use of technology and data analytics, will redesign procedures to ensure automation solutions are scalable and align with organizational objectives
• Robotics Process Automation & Integration: seamless incorporation of robotic systems into processes & existing systems 
• Automate repetitive tasks typically performed by humans using software e.g. ChatBots, Artificial Intelligence and Machine Learning in conjunction with the data Engineering Business Intelligence Team
• Systems Scalability: ensuring that automated systems can accommodate increasing demands without sacrificing performance or reliability. 
• Meticulously plan and execute scalable solutions that can evolve alongside the organization, incorporating new technologies and processes to sustain efficiency and productivity
• Continuous Improvement Methodologies: By adopting a systematic approach, identify and rectify inefficiencies within automation processes and workflows, leveraging data analysis to anticipate future enhancements, ensuring the automation strategy remains responsive to technological progress and business requirements
• Data Analytics: review extensive datasets to uncover patterns, trends, and actionable insights to identify opportunities for automation, streamline operations, and forecast the impacts of automation initiatives, aligning them with strategic business objectives and optimizing investment returns

QUALIFICATIONS

Job Requirements

Education  

• Bachelor’s degree in Engineering, Computer Science, or Information Technology. 
• MSc, MBA is an added advantage
• Coursework included programming, systems analysis, project management, and automation technologies (desired)
• English, with French as advantage 

Experience 

• 5+ years’ experience with automation technologies and project management, with significant exposure to designing, implementing, and optimizing automated systems
• On-the-job training, complemented by formal training programs in leadership and technology management (desired)
• Demonstrates a blend of experience in overseeing technical teams, managing budgets, and driving innovation in automation projects
• Deep understanding of both the technical and strategic aspects of automation within a business context
• Skills within the telecommunication space, preferably in the wholesale/enterprise/ and carrier environment
• Track record of delivery of API orchestration layer
• Track record of delivery of RPA projects
• Track record, or AI courses of any sort
• Track record of delivery of BPM (business process management)
• Strong UX/UI skills

Certifications

• Project Management Professional (PMP) (as advantage)
• Certified Automation Professional (CAP) (desired)
• Six Sigma certifications
• TM Forum certifications
• MEF certifications

Competencies

• Understanding of the fixed connectivity infrastructure wholesale landscape with a focus on emerging markets
• Processes Optimization
• Understanding & proven track record delivery of automation projects that included: integrations, orchestration, open digital architecture & AI/ML
• Product Order Orchestration & Management with TM Forum & MEF Standards (desired)
• Strong networking skills to build professional relationships 
• Effective oral and written communication skills
• Strong analytical, organisational and planning skills to execute commercial reports 
• Strong computer literacy
• Project management skills
• Entrepreneurial mindset

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JOB DESCRIPTION

Mission/ Core purpose of the Job

• The GM Technical Operations plays a key strategic role at MTN Converged Solutions, responsible for overseeing the efficient operation of technical platforms and managing customer support. They lead a
• team that leverages technology to drive the organization's objectives.
• Their portfolio includes technology strategy, planning, and maintenance,designing technology blueprints, ensuring world-class customer
• support, and driving continuous improvement and automation. They also lead MCS internal shared IT and are responsible for the Busienss
• Support Systems (BSS).

This includes:

• Shaping the organization's technological direction by staying updated on trends and advancements.
• Proactively implementing strategic initiatives, such as platform transitions, process automation, or integration of innovative technologies.
•  Ensuring that services and support are available for customers whenever needed, demonstrating a commitment to the organization and its clients

RESPONSIBILITIES

Key Activities & Responsibilities

Technical Platform Operations Strategy Development and Implementation

• Define and implement the Technical Platform Operations strategy, aligned to the MTN Converged Solutions business and MTN Group strategy
•  Provide strategic Technical Operations advice to the business, including but not limited to driving the digital transformation through latest technologies.
•  Act as a bridge between the technical team and business leadership, translating technical knowledge into actionable insights and ensuring strategic priority alignment.
•  Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps within area of responsibility.
•  Collaborate with business to define and drive strategic programmes and initiatives that enhances technological landscape for Converged Solutions.
•  Identify and implement new technologies that align with business objectives, improve efficiency, and drive growth

Financial Management/ Budget and Cost Control

• Provide input into budgeting process, considering IT infrastructure upgrades
•  Forecast, plan, develop and review the budget and secure the necessary approvals
•  Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
•  Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
•  Ensure that all MTN company financial targets are met.
•  Ensure Vendor & IT costs are effectively managed

Technical Platform Operations Delivery Excellence

• Create and lead a highly reliable and efficient Technical Operations team that minimises downtime, ensures smooth system performance, and optimises resource utilization
• Provide oversight and leadership over day-to-day operations, guiding the team to deliver on current business imperatives, whilst driving continuous improvement through innovative digital solutions
• Manage and maintain the application/ infrastructure landscape and projects
• Lead and manage technical projects to on-time, on-budget, and within scope delivery.
•  Ensure network security controls in place to manage cyber security and other risks
•  Ensure optimal integration of various technological platforms, to enhance seamless user experience
•  Advise business on latest technologies that will improve business performance and unlock value for stakeholders
•  Oversee and review the development of on-demand, real-time, weekly and monthly reports.
•  Be a data-driven leader who leverage a robust set of metrics to measure performance, identify areas for improvement, and track the success of implemented initiatives.
•  Oversee collaboration with relevant internal teams to ensure smooth business operations and excellent client service. Define problems (based on data insights), provide business relevant solutions and lead desirable initiatives that bring about meaningful change through synergies across all teams
•  Collaborate with Senior BU leaders on Performance trends, risks and supports with related business decisions
•  Manage partners and vendors to ensure the smooth and efficient operation of all technical infrastructure according to SLAs

Governance, Policies and Procedures

• Develop and implement procedures and controls to ensure Infrastructure services and systems meet governance standards
•  Develop and implement standardised operational systems, policies, and procedures to enhance efficiencies across the Converged Solutions value chain
•  Ensure compliance with all Technical Operations relevant regulation and legislation including protection of information, including but not limited to Protection of Personal Information Act
•  Ensure sound Technical Operations controls and processes in place to manage and mitigate the IT risk, including but not limited to Cyber security across Converged Solutions
•  Oversee and ensure the learning and awareness on cyber security and other phishing/ email scams
•  Ensure that business continuity plans are drafted and communicated to all employees, should a security breach take place
•  Ensure that employee and customer information is protected during security breaches and communication plan of informing customers where required
•  Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
•  Ensure effective and efficient service escalation processes are in place regionally and central integration
•  Continuously review key risks, issues and dependencies and set mitigation actions

Customer Experience and Support

• Develop standardised operations plans to ensure reliable delivery of services to clients
•  Ensure team meets and exceeds customer support expectations
•  Ensure effective and efficient service escalation processes are in place
•  Identify and develop strategic relationships with internal customers

Internal IT and BSS

• Deploy, manage and maintain the MCS Business Support Systems (billing and subscription management) and ensure reliable billing operations.
•  Ensure team meets and exceeds IT expectations
•  Ensure effective and efficient service escalation processes are in place
•  Identify and develop strategic relationships with internal customers

People and Culture Leadership

• Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
•  Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
•  Exhibit leadership qualities to retain talent, drive people initiatives
•  Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
•  Create and implement personal development plans
•  Define the KPAs and KPIs that will be cascaded down to each area
•  Manage Performance and identify training needs. Coach and guide subordinates
•  Outline, develop and deploy change management practices and activities where required and as guided, and in collaboration with HR colleagues
•  Enable and model healthy employee relations and collaborative teamwork
•  Manage diversity, develop, and embed an Employment Equity plan for the business area
•  Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
•  Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behavior

Continuous Improvement

• Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
•  Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution Portfolios.
•  Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace

Job Outcomes / Results

• Technical Operations strategy emanating from CS strategies
•  IT systems efficiencies (no downtime) • Service excellence (user experience,turnaround time etc)
•  Improved business turnaround (level of automation)
•  Proactive IT migration plans Zero incidences of security breach
•  Data integrity and accuracy
•  Proactive relationships resulting in value for money for Converged Solutions spend
•  Actual cost vs. Budget
•  High performing team measured through Service Level Agreement (SLA)
•  100% compliance with relevant legislation
•  Business continuity plans in place

QUALIFICATIONS

Education, Skills and Experience

•  4-year tertiary qualification in Engineering/ IT/ Computer Science Systems (Telecommunication Management / Information Technology) or related
•  MBA / Masters Advantageous

Experience

• Minimum 10-12 years’ experience including:
•  Senior Management experience in a commercial/telecommunications environment
•  Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
•  Worked across diverse cultures and geographies
•  Proven track record of business operations management in global/multinational company
•  Proven track record of successfully managing technical operations in a fast-paced organisation
•  Experience in managing customer support operations and ensuring high levels of service delivery
• Knowledge of technical platforms, systems, and infrastructure is essential.

Skills

• Strategic Thinking & Problem-solving
• Business Acumen & Financial Management
•  In-depth knowledge on digital technologies & infrastructure
•  Understanding of relevant legislation
•  Understanding of various ICT applications and systems knowledge
•  Customer Success Management

Core Competencies

• Strategic Leadership 
• Technical Proficiency
• Customer Service and Experience 
• Communication and collaboration 
• Operational excellence 
• Critical Thinking and Problem-solving 
• Project Management

Supporting Competencies

• Decision Making 
• Collaboration 
• Change Management 
• Adhering to principles and values
• Process and detail orientation

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JOB DESCRIPTION
Mission/ Core purpose of the Job

• The General Manager (GM) Business Line is responsible for end-to-end commercial and strategic objectives across solutions, emphasizing the
• importance of speeding up time-to-market, advancing solution maturity, and fostering continuous innovation. This includes the design, build/integrate,
• operate and support of platform architecture and solutions with specific focus on Converged solution domains.
• This sector plays a crucial role in propelling commercial growth and profitability by ensuring the delivery of high-quality services and enriching the customer
• experience. Moreover, the Business Line integrates technical pre-sales and solutioning capabilities to bolster business development efforts.
• The GM is responsible for implementing specific methodologies such as agile methodology to create new solutions and improve existing ones by leading
• multi-disciplinary teams. Also responsible for overseeing the development and implementation of marketing communication strategies that are aligned with the
• business objectives.
• Business Lines include Cloud, Cyber Security, UCC, SD-WAN.

RESPONSIBILITIES

Key Activities & Responsibilities

Strategy Development

• Lead the development and execution of end-to-end comprehensive Solutions (UCC, cloud, cybersecurity, etc.) and go-to-market strategy in alignment with MTN SA Enterprise and Corporate Strategy to ensure future readiness. This involves overseeing the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
• Drive the growth strategy and establish sales targets to realise aspirations in alignment with Converged Solutions, guiding the sales team for fixed and converged offerings.
• Direct the execution of annual plans in harmony with the overarching function’s business objectives and strategy. This encompasses establishing common goals and objectives, aligning with Group and MTN SA strategy and vision.
• Ensure the efficient implementation of the strategy within the team and business line by offering guidance and employing cutting-edge methodologies, frameworks, models, and roadmaps.

Financial Management/ Budget and Cost Control

• Formulate and implement financial strategies to bolster the sales objectives of the Solutions business line and manage vendor and IT costs effectively.
• Collaborate closely with the account teams to devise annual budgets and sales targets.
• Oversee budget management, including the profit and loss (P&L) of the Solution business line, by presenting a comprehensive financial forecast with distinct milestones.
• Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
• Prepare regular financial reports and presentations for senior management and other key stakeholders

Sales Leadership

• Enhance ROI by leveraging innovation and future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
• Track expenses, implement efficiency-boosting measures, and optimise resource utilisation to enhance cost-effectiveness and maximise returns.
• Identify and assess new business opportunities that fuel expansion, efficiency, and financial success.
• Provide direction and backing for solution development and sales by placing skilled individuals in key roles to ensure seamless budgetary and sales target achievement.
   

Business Line Operations & Customer Experience

• Spearhead the development of innovative strategies for new solution development and enhancements to existing products (if applicable) and solutions , leveraging agile methodologies to ensure rapid iteration and market responsiveness.
• Champion a culture of innovation within the organisation, encouraging creative thinking, experimentation, and cross-functional collaboration to drive continuous improvement and disruptive innovation.
• Harness the power of data analytics and AI-driven insights to drive GTM strategies, uncover actionable insights, and personalise customer experiences, leading to data-informed decision-making that maximises ROI and customer engagement.

Business Line Operations & Customer Experience Continued

• Lead the marketing team in crafting compelling communication materials and campaigns that not only boost brand image but also foster meaningful customer interactions through personalised and immersive experiences across all touchpoints.
• Develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
• Drive customer satisfaction and loyalty through innovative strategies that anticipate and fulfil customer needs, leveraging predictive analytics, AIdriven personalisation, and proactive engagement to create exceptional customer experiences.
• Design and implement dynamic Service Level Agreements (SLAs) that leverage automation, real-time monitoring, and predictive analytics to exceed client expectations, drive client success, and build long-lasting partnerships based on trust and mutual value creation.
• Utilise NPS ( Net Promoter Score) and CSAT (Customer Satisfaction Score) surverys to measure customer sentiment, identify areas of improvement and drive strategic decision making.
• Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies,and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models Establish an integrated project management framework that optimises cross-functional collaboration, streamlines processes, and ensures agility in project delivery by leveraging AI-driven project management tools, automation, and real-time performance tracking.
• Stay ahead of emerging market trends, competitive opportunities, and disruptive forces by leveraging advanced market intelligence tools, predictive  analytics, and scenario planning to drive strategic decision-making, foster competitive differentiation, and capitalise on market opportunities.
• Foster a culture of continuous learning, adaptability, and agility within the organisation by encouraging experimentation, embracing change, and investing in employee development to stay at the forefront of industry trends and technological advancements.

Governance, Risk and Reporting

• Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solutions business line
• Ensure company policies, processes, and procedures are effectively implemented and complied with, establishing methods and standards in alignment with the above
• Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
• Establish and maintain efficient service escalation processes regionally and ensure integration with central processes
• Continuously assess key risks, issues, and dependencies, and develop mitigation strategies to minimise potential financial losses within the SEA region

Stakeholder Relations

• Identify and develop strategic relationships with internal clients to enhance collaboration and drive overall CS success
• Establish strong partnerships with senior executives ICT functions, fostering credibility and trust to provide high-quality guidance for internal clients in line with CS objectives.
• Maintain strategic relationships with partners and strategic alliance across the CS value chain
• Act as the Voice of MTN in the regions for strategic engagements with public enterprises, government relations, community, and corporate affairs (PR). Represent MTN in external engagements to enhance the company's reputation and relationships with key stakeholders

Continuous Improvement

• Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
• Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
   

People Culture & Leadership

• Promote a culture of high performance by setting integrated goals and objectives for the Regional team within MTN through continuous evaluation and improvement, accountability and consequence management
• Manage the performance of direct reports by agreeing on annual goals, measuring performance against these goals, and addressing any instances of non-performance.
• Provide supervision, mentoring, and coaching to direct reports to support their professional development
• Manage talent of direct reports, including leading their career development and growth within the organisation
• Collaborate with HR to attract, develop, and retain top talent, as well as identify and nurture new leaders
• Act as an ambassador for the team, embodying the MTN Brand values and vital behaviours to influence and inspire employees' behaviour positively

Job Outcomes / Results

• Solutions business line strategy emanating from CS strategies
• Approved Solutions business line sales plan and targets
• Actual cost vs. Budget
• Service excellence index (NPS/ industry related index)
• Operational excellence
• High performing team measured through Service Level Agreement (SLA)
• Employee retention rate
• Development plans in place for all employees
• Employee engagement index
• Accuracy and timeous reporting

QUALIFICATIONS
Education, Skills and Experience

Education

• 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
• MBA / Masters Advantageous

Experience

• Minimum 10 -12 years’ experience including:
• Senior Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
• Worked across diverse cultures and geographies 
• Proven track record of business operations management in global/multinational company
• Proven track record of successfully launching and managing innovative solutions in a fastpaced environment.
• Proven track record of end-to-end Growth Strategy and P&L Management
• ICT and Network Experience and Knowledge preferred

Skills

• Strategic Thinking
• Business Acumen
• Financial Management
• Customer Success Management
• Decision-making
• Problem-solving
• Consultative Selling
• Influencing and Collaboration

Core Competencies

• Cross-functional leadership
• Strategic Planning and Execution
• Customer Centricity and Strategic Stakeholder Engagement
• Growth Strategy and P&L Management
• Communication
• Financial Acumen
• Critical Thinking and Problem-solving

Supporting Competencies

• Decision Making
• Collaboration
• Project Management Expert
• Adhering to the principles and values 
• Influence

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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

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.

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JOB DESCRIPTION

Strategic input

• Assist in Identifying key changes to CRM and Billing systems in the future from technological, commercial, business and consumer behaviour perspectives.

Tactical Plannings and Operations

• Assist line management in the development of the 3 year and 1 year plans for all CRM systems such as Siebel (Postpaid and Prepaid), Siebel RODOD, Microsoft Dynamics, POS (Online Management System (OMS), Salesforce and Merket Place
• Ensure these plans are aligned with business requirements and budgetary prioritisation.
• Ensure CRM system designs are developed in order to achieve these plans.
• Ensure planned CRM systems are delivered on time to meet operational requirements.
• Ensure the effective utilisation of CRM systems infrastructure, scalability and capabilities.
• Ensure CRM systems meet business requirements and are sufficient for growth in customer numbers and demand.
• Oversee and approve detailed CRM systems design ensuring impact on existing systems and processes is managed.
• Ensure knowledge transfer (including support document) to operations team minimising escalations to development team.
• Capture of business requirements and their analysis.
• Monitor performance of deliverables, investigate performance and functionality issues, and ensure future designs are optimised to prevent issues found.
• Facilitate transfer of MTN-SA developed technology to other African markets.
• Continually identify the following in respective area:
• Capacity Upgrades that are required due to Network Traffic;
• Software Upgrades required to ensure adherence to maintenance agreements;
• Aspects of a system that have not been performing optimally that require changes to architecture; and
• Hardware that is reaching end of life and requires replacement.
• In the CRM space, “Planning” and “Operational” areas need to function as a cohesive unit.  This means that ‘working’ relationships with Operational area units must include:
• Discussing status of new/current projects;
• Discussing system issues that may or may not require planning analysis;
• Ensuring that Operations is involved in a project every step of the way, such that they can prepare for ATP/UAT- work and any roll-out activities;
• Provide Operations the opportunity to provide ideas on system evolution from the perspective of maintaining platforms on a day to day basis;
• Perform ATPs with Operations and vendors; andHelp test system functioning through the application of custom scripts
• Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
• Ensure delivery of (authorised) projects according to the prioritised project list
• Ensure the one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
• Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these and supply a an end result that meets any IS quality standards
• Ensure professional system documentation is up to date at all times
• Provide input into the design of technology solution architectures with a 2 to 5 year horizon. Focus for both converging IT, Telco technologies and future ICT requirements
• Assist in the evaluation of new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company’s IS systems
• Capacity Upgrades that are required due to Network Traffic
• Software Upgrades required to ensure adherence to maintenance agreements
• Assess and mitigate Security Vulnerabilities on the CRM Applications
• Aspects of a system that have not been performing optimally that require changes to architecture
• Hardware that is reaching end of life and requires replacement
• Project manage single domain projects or change requests
• Manage vendors development capacity and ensuring utilisation aligns to Vendor MSA/Development contract

Stakeholders

• Interface with internal and external industry experts to anticipate customer needs and facilitate solutions development.
• Collaborate across functional teams within the Broader MTN SA team to enable the development of solutions necessary to drive the desired business outcomes for customers.

Governance and Risk Management

• Follow all corporate governance procedures.
• Ensure that changes to the current environment are properly documented and tested before promoting into production.  Post production changes should be documented and managed.
• Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to nsure timeous delivery of requirements.
• Support Revenue Assurance functions to understand issues and resolve any revenue issues or leakage.
• Create visibility of changes to core systems, data and products by informing the organisation of changes.
• Support assessment of Portfolio maturity on an annual basis.
• Influence and implement aspects of data security policies.
• Support the creation of critical Policies, Processes or Procedure such that Business risk is managed which also ensures that any ISO certifications can be maintained and ensure that they are being utilised in day to day operations.
• Manage vendor interaction  through RFPs and verification of BOMs.
• Ensure system documentation is sufficiently detailed and up to date to ensure business continuity and prevent over-reliance on a few individuals

Communication & Co-ordination

• Liaise with Marketing regarding product development with respect to CRM systems capabilities and requirements.
• Consolidate requirements for CRM systems and decide on clear development paths while managing what may be opposing views from different stakeholders.
• Build the understanding of existing and emerging CRM systems technologies and capabilities across the business.
• Provide MTN Group with subject matter expertise related to CRM systems.

Financial 

• Vendor relations, and quarterly/monthly reporting:
• Meet with vendors regularly;
• Convey problem areas to vendors and request action plans;
• Ensuring that vendors supply quarterly reports on system health and utilisation and any other items as per contract; and
• Ensuring that assistance is provided to obtain maximum value for minimum cost from vendors.
• Budget Requirements
• Tracking financial information such as:
• Requisition, PO and Invoice numbers.
• Project costs; and
• Breakdown of spend (tangible and intangible software, licenses and hardware);
• All funding must be capitalised within the targets set by MTN.
• Assistance with Yearly CAPEX Plans and tracking spend through the year
• Ensure that team members are working together to ensure that spend is kept track of.
• Must work with Line Management to:
• Ensure that capitalisation targets are achieved.
• Extract all Roadmap-items from team members and supply full budget requirement breakdowns each year; and
• Tally up all spend and budget positions on a regular basis;
• Assistance with contract negotiations and driving to conclusion
• Update a central location with information on what the Vendor supplies;
• Update a central location with any particular contract issues that need to be addressed at renewal stage (or with T&C changes and new contracts);
• Drive any internal commercial or procurement area to conclude negotiations between the vendor and legal teams and be available for consulting where required; and
• Ensure “correct” pricing is in place and that MTN IP is protected.

Project Management

• Develop and drive the execution of agreed projects. 
• Drive the implementation, tracking, monitoring and compliance of Projects.
• Co-ordinate project reporting.
• Risk management.

QUALIFICATIONS

Education:

• Minimum 3 year Degree or Diploma in Information Systems or Engineering (Bsc IT, Bcom IT)
• Togaf certification
• eTOM certification or on hands experience

Work Experience: 

• At least 5 years’ experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space of which at least 3 years should be applicable experience at an internationally recognised operator or CRM
•  company. 
• The Senior Specialist CRM must be widely read and know about many facets of Telecoms including open-source projects and CRM and Billing technologies.
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others.

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JOB DESCRIPTION

Strategic input

• Assist in Identifying key changes to Billing systems in the future from technological, commercial, business and consumer behaviour perspectives.

Tactical Plannings and Operations

• Assist line management in the development of the 3 year and 1 year plans for all BILLING systems such as applications (Eppix, Singleview, Siebel RODOD BRM, RICA, Mobile Number Portability, Interconnect Billing, etc) 
• Ensure these plans are aligned with business requirements and budgetary prioritisation.
• Ensure BILLING system designs are developed in order to achieve these plans.
• Ensure planned BILLING systems are delivered on time to meet operational requirements.
• Ensure the effective utilisation of BILLING systems infrastructure, scalability and capabilities.
• Ensure BILLING systems meet business requirements and are sufficient for growth in customer numbers and demand.
• Oversee and approve detailed BILLING systems design ensuring impact on existing systems and processes is managed.
• Ensure knowledge transfer (including support document) to operations team minimising escalations to development team.
• Capture of business requirements and their analysis.
• Monitor performance of deliverables, investigate performance and functionality issues, and ensure future designs are optimised to prevent issues found.
• Facilitate transfer of MTN-SA developed technology to other African markets.
• Continually identify the following in respective area:
• Capacity Upgrades that are required due to Network Traffic;
• Software Upgrades required to ensure adherence to maintenance agreements;
• Aspects of a system that have not been performing optimally that require changes to architecture; and
• Hardware that is reaching end of life and requires replacement.
• In the BILLING space, “Planning” and “Operational” areas need to function as a cohesive unit.  This means that ‘working’ relationships with Operational area units must include:
• Discussing status of new/current projects;
• Discussing system issues that may or may not require planning analysis;
• Ensuring that Operations is involved in a project every step of the way, such that they can prepare for ATP/UAT- work and any roll-out activities;
• Provide Operations the opportunity to provide ideas on system evolution from the perspective of maintaining platforms on a day to day basis;
• Perform ATPs with Operations and vendors; and
• Help test system functioning through the application of custom scripts
• Provide system consultation for all applications related projects so that decisions can be made as to the most appropriate delivery methodology
• Ensure delivery of (authorised) projects according to the prioritised project list
• Ensure the one performs the necessary analysis, design, modelling and documentation tasks necessary to pass MTN IS governance forums
• Ensure that vendors (whether they do development or system configuration) are correctly driven and that in-house business and resultant functional logic is maintained within MTN through the supply of fully fledged and detailed specifications and ensure that vendors are driven to fulfil these and supply a an end result that meets any IS quality standards
• Ensure professional system documentation is up to date at all times
• Provide input into the design of technology solution architectures with a 2 to 5 year horizon. Focus for both converging IT, Telco technologies and future ICT requirements
• Assist in the evaluation of new technologies and products to determine feasibility and desirability of incorporating their capabilities into the Company’s IS systems
• Capacity Upgrades that are required due to Network Traffic
• Software Upgrades required to ensure adherence to maintenance agreements
• Assess and mitigate Security Vulnerabilities on the BILLING Applications
• Aspects of a system that have not been performing optimally that require changes to architecture
• Hardware that is reaching end of life and requires replacement
• Project manage single domain projects or change requests
• Manage vendors development capacity and ensuring utilisation aligns to Vendor MSA/Development contract

Stakeholders

• Interface with internal and external industry experts to anticipate customer needs and facilitate solutions development.
• Collaborate across functional teams within the Broader MTN SA team to enable the development of solutions necessary to drive the desired business outcomes for customers.

Governance and Risk Management

• Follow all corporate governance procedures.
• Ensure that changes to the current environment are properly documented and tested before promoting into production. Post production changes should be documented and managed.
• Support the prioritisation process to drive prioritisation of requirements and initiatives in functional areas to ensure timeous delivery of requirements.
• Support Revenue Assurance functions to understand issues and resolve any revenue issues or leakage.
• Create visibility of changes to core systems, data and products by informing the organisation of changes.
• Support assessment of Portfolio maturity on an annual basis.
• Influence and implement aspects of data security policies.
• Support the creation of critical Policies, Processes or Procedure such that Business risk is managed which also ensures that any ISO certifications can be maintained and ensure that they are being utilised in day to day operations.
• Manage vendor interaction  through RFPs and verification of BOMs.
• Ensure system documentation is sufficiently detailed and up to date to ensure business continuity and prevent over-reliance on a few individuals

Communication & Co-ordination

• Liaise with Marketing regarding product development with respect to BILLING systems capabilities and requirements.
• Consolidate requirements for BILLING systems and decide on clear development paths while managing what may be opposing views from different stakeholders.
• Build the understanding of existing and emerging BILLING systems technologies and capabilities across the business.
• Provide MTN Group with subject matter expertise related to BILLING systems.

Financial 

• Vendor relations, and quarterly/monthly reporting:
• Meet with vendors regularly;
• Convey problem areas to vendors and request action plans;
• Ensuring that vendors supply quarterly reports on system health and utilisation and any other items as per contract; and
• Ensuring that assistance is provided to obtain maximum value for minimum cost from vendors.
• Budget Requirements
• Tracking financial information such as:
• Requisition, PO and Invoice numbers.
• Project costs; and
• Breakdown of spend (tangible and intangible software, licenses and hardware);All funding must be capitalised within the targets set by MTN.
• Assistance with Yearly CAPEX Plans and tracking spend through the year
• Ensure that team members are working together to ensure that spend is kept track of.
• Must work with Line Management to:
• Ensure that capitalisation targets are achieved.
• Extract all Roadmap-items from team members and supply full budget requirement breakdowns each year; and
• Tally up all spend and budget positions on a regular basis;
• Assistance with contract negotiations and driving to conclusion
• Update a central location with information on what the Vendor supplies;
• Update a central location with any particular contract issues that need to be addressed at renewal stage (or with T&C changes and new contracts);
• Drive any internal commercial or procurement area to conclude negotiations between the vendor and legal teams and be available for consulting where required; and
• Ensure “correct” pricing is in place and that MTN IP is protected.

Project Management 

• Develop and drive the execution of agreed projects. 
• Drive the implementation, tracking, monitoring and compliance of Projects.
• Co-ordinate project reporting.

QUALIFICATIONS

Education:

• Minimum 3 year Degree or Diploma in Information Systems or Engineering (Bsc IT, Bcom IT)
• Togaf certification
• eTOM certification or on hands experience

Work Experience: 

• At least 5 years’ experience in the IT/Telecoms industry and specifically the application of Information Technology within the telco space of which at least 3 years should be applicable experience at an internationally recognised operator or BILLING
•  company. 
• The Senior Specialist BILLING must be widely read and know about many facets of Telecoms including open-source projects and BILLING and Billing technologies.
• Minimum of 3 years’ experience in an area of specialisation; with experience in supervising others.

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JOB DESCRIPTION

Mission

• At the heart of MTN South Africa is the Network that provides connectivity to various segments using a multitude of technologies. It is therefore essential to stay consistently competitive and consistently ahead of the game.
• The Network Quality Management (NQM) role will aim to ensure that the Network deployed by MTN, is fit for purpose, consistent and meets both external and internal customer requirements. With the primary focus being enhancement to customer experience, the role will seek to promote continuous improvements in the TFLS environment and will investigate the current processes, operations, monitoring and provision of sustainable improvement plans. This includes legal or regulatory compliance implemented by Local Government of bodies like ICASA. This role is concerned with monitoring and advising on the performance of the MTN Fixed Network producing data and reporting on performance, measuring against set standards.

RESPONSIBILITIES
Key Performance Areas  

Strategic Input:

• Give input into the areas strategy and assist in translating into near term plans to improve or stabilize the Fixed Network
• Ensuring clarity around priorities and goals for the entire team
• Give input into the first line operational management strategy to achieve operational network targets.

   Profitable growth:

• Contribute positively to Customer Experience and NPS 
• Ensure all customer incidents are resolved expediently to reduce churn

Operations Management:

• Accountable for the reporting and analysis of the MTN Fixed Network
• Identify and rectify challenges risks that may impact he MTN Fixed Network
• Work with the process owners to ensure any potential solutions are given the correct priority.
• Be responsible for ensuring that any solution that is provided adheres to any corporate Risk and Compliance requirement.
• Monitoring all inspections to ensure network quality.
• Conducting quality audits and surveys. 
• Discussing inspection results and conclusions with Network Operations and TFLS
• Maintaining historic network stats in a centralised repository
• Daily analysis on Network performance to identify trends
• Engaging with global, local and other Industry players to ensure the alignment of the Network to future trends

Service Adherence 

• Work with all sectors and process owners and be responsible for analysing and identifying problems and defining solutions which    will align with all global processes, (Incident, Problem, Change, Configuration, etc.).
• Assess the existing network and service build to identify issues that would potentially compromise quality within the Incident    Management Life Cycle
• Be responsible for ensuring that quality improvement provided adheres to any corporate Risk and Compliance requirement.

Governance:

• Keep abreast of updates relating to statutory and ICT industry issues and ensure compliance.
• Establish Governance forum with key stakeholders to report on Network Performance
• Establish operational framework for Network Quality

Communication and Coordination:

• Support the development and maintenance of sound interworking between Network Quality Management and other departments 
• Interface with other areas of the MTN business for effective customer support reporting on business KPIs as appropriate 
• Establish and maintain internal and external relationships
• Partner with relevant internal and external stakeholders to support and improve service delivery
• Ensure timely declaration and escalation of unplanned / planned service disruptions

Report Management:

• Reporting on key Network Metrics to Internal stakeholders
• Report on ICASA regulatory requirements
• Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
• Prepare ad hoc reports on request by the GM, SMs or Heads of Department.
• Report on risks and associated remedial activities until resolution

People and Culture

• Advocate Customer Centricity always
• Continuous assessment of delivery capabilities
• Develop constructive working relationship with other departments and managers including technical and commercial
• Ensure a culture of continuous evaluation and continuous improvement 
• Ensure a culture of Innovation
• Drive a culture of high performance, accountability, and consequence management
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS
Education:  

• A bachelor’s degree in computer science, Information Technology, or a related field
• Fluent in English
• ITIL Certified preferred
• CCNA, CCNP and or CCIE certification is preferred

Experience: 

• Minimum of 6 years’ experience in the Telecommunications environment. 
• Minimum 3 years’ experience managing a high customer interaction  
• Experience working in a medium to large organization
• Strong in Microsoft Office 365 including Power BI
• Excellent report writing and presentation skills
• Analytical thinker and problem solver

Critical thinking

• Knowledge of Network Protocols, hardware, and software
• Strong understanding of the different network topologies, NMS / EMS systems, network configurations, protocols, and edge to access    systems / routers.
• Experience in leading implementation of network monitoring tools to deploy advanced monitoring of complex health/performance    metrics. Ability to build executive Dashboards within tool or Power BI
• Experience with Network Monitoring tools
• Understanding the Service Management environment