Latest Job Opportunities at MTN

Responsibilities
Key Performance Areas    Measures (KPIs for job)

• Manage the implementation of Mobile Money sales initiatives and Channel plans in assigned Business Unit
• Strategically drive effective and efficient Rebalancing Models that deliver the right Liquidity Support in the Ecosystem.
• Ensure supervision and coordination of Mobile financial Services Agents and Merchants to achieve agreed sales targets of the Business Unit
• Review Sales strategies for the Business Unit
• Set goals and objectives for direct reports, monitor progress and maintain motivation levels
• Prepare periodic sales forecasts within agreed budgets and ensured its effective management within the framework set by management. 
• Build, manage and maintain a high performing sales team
• Identify staff training and developmental needs and implement necessary actions.
• Develop and execute business initiatives within the Business
• Ensure adequate training of all Merchants and Agents to deliver on sales targets on the ground
• Make regular contacts to key customers to be build strong relationship in the interest of MTN

Strategy Development and Implementation

• Deliver business goals set by EXCO and in accordance with overall OpCo strategy 
• Ensure development of Financial Services in general and Mobile Money in particular follows strategic growth plan, with the provision of a clear     direction and structure
• Expand and manage the distribution and merchant network
• Put on the market products and services of the highest quality, as soon as possible
• Manage the marketing team towards customer usage and awareness goals, while providing guidance and support as per the business strategy
• Look for new acquisition opportunities of business users
• Develop financial and mobile money ecosystem in local country through strategic partnership

Staff Leadership and Management

• Source, induct and nurture talent in accordance with MTN guidelines
• Ensure open communication channels with staff and implement change management interventions where necessary
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set ‘SMART’ KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation
• Actively participate in leadership team and develop skills of own team
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group     governance

Governance

• Adhoc, Operational and Tactical Meeting
• Set up / participate in adhoc and operational meetings
• Participate and provide input into tactical meetings
• Ensure regulations are always complied with, through strict respect of rules set up by regulators

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery
• Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved
• Manage and provide solutions to issues that require formal resolution

Opco Operational

• Set up and manage project status meetings; manage budgets
• Ensure Financial Services Sales and Channels business processes are implemented and used efficiently
• Work closely and effectively with GSM’s Sales and Distribution to improve distribution performances
• Safeguard segregation of duties and separation of roles

Performance

• Review and evaluate performance of own staff against agreed KPIs
• Assess and monitor plan for continuous improvement
• Review performance of distribution management agencies against agreed KPIs
• Review SLAs
• Ensure alignment between SSH, Centre of Excellence, Opco and Group Management Service    As per business plan

Reporting

• Report on a regular basis to the Head of Financial Services about progress made and potential issues, all in accordance with the measurement metrics     set by the OpCo
• Develop and produce daily, weekly, monthly, quarterly and annual reports as and when required 
• Report on an adhoc basis on specific management requirements as and when necessary
• Track daily performances and achievements against targets and KPIs. Report to top management and team to improve strategy implementation

Project Management 

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects 
• Contract management in line with Procurement Policies 
• Co-ordinate project reporting 
• Ensure effective implementation of the integrated project management model 
• Risk management

Business Analysis 

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines 
• Identify ways to fine tune policies, processes and systems in line with changing work practices 
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
• Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness 
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as     competitor activity 
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs 

Budgets

• Manage Regional Financial Services Sales and Channels budget in line with business objectives
• Make sure to operate within budget and that operations are cost-effective, in line with a least cost operating strategy
• Develop business case and motivate for additional budget and resources when required

Operational Delivery

• Managerial / Supervisory Responsibilities
• Coach and mentor direct reports to ensure staff motivation is high
• Ensure skill transfer for staff development, motivation and business continuity 
• Guide and direct suppliers and third-parties in achieving OpCo objectives
• Identify staff training and development needs and implement necessary actions
• Get strongly involved in the development and execution of all training programs, in order to meet the needs of the customer and the organization
• Recruit, develop and retain human resources to maximize potential
• Manage team (including recruitment, on-boarding, attrition)
• Set goals and objectives for direct reports, monitor progress and maintain motivation
• Provide an advisory function on governance and best practices in client experience

Role Dependencies

• MTN Policies and Procedures

Work Experience     

• Minimum of five (05) years’ Distribution Management experience (with a proven track record and attention to detail) in relevant industries (Mobile     Money distribution, FMCG, GSM distribution…)
• Minimum of three (03) years’ experience continuously managing a distribution-oriented team towards success in relevant industries (Mobile Money     distribution, FMCG, …)
• Demonstrated commitment to getting the job done
• Strong operational experience in field visit to understand the day-to-day growth of the network
• Strong experience in expending and managing the distribution of a mass market product or service
• Demonstrated experience in building a distribution network from the start and managing its expansion
• Worked across diverse cultures and geographies advantageous
• Strong experience in customer data a big plus

Qualifications
Job Specifications/ Minimum & Preferred Requirements
Education / Business Degree    

• Bachelor’s degree in Business or related field / MBA advantageous
• Proof of continuing education through courses, personal development and seminars desirable
• Training / Certifications - Any mobile money-related training is considered a plus
• Industry(ies) - Telecommunications (Mobile Money Distribution, GSM Distribution) / FMCG / Distribution Management agencies

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Responsibilities

• The Senior Manager: Brand (Enterprise Segments) will be accountable to achieve the following:
• To develop Brand and Marcomms Go-to-Market strategies by segment and by services provided to each segment within the Enterprise functions.
• Develop a messaging framework per segment, informed by each stage of the customer conversion funnel. The messaging to be framed according to the messaging matrix as defined in the MTN Brand Strategy. Messaging to be designed such that it will help drive functional and emotional benefits of various segments value propositions in order to consistently improve desire for the MTN brand in all markets where we operate
• Conduct competitor analysis of Enterprise segments in markets where MTN operates and general global Enterprise marketing trends;
• To use market Enterprise insights to inform the GTM framework. These insights to be drawn from secondary sources of data, as well as from primary data that emerges from the Brand Health Tracking Study and any other research that may be carried out by MTN from time-to-time;
• To seek approval by the Group Brand and Marcoms and the Group Executives for  Enterprise of all brand playbooks before they are shared with and released by the Group Brand Regional Senior Managers (SMs) before release to the Opco’s;
• To develop and implement a framework which defines critical routines required for effective and efficient management of Group Brand and Marcoms team members, the Group  Enterprise functions, other relevant MANCO and external (agency) stakeholders;This must include stakeholder mapping to ensure that all functions and individuals that impact the outputs and outcomes of the role are accurately identifiedTo develop tools, such as dashboards, to monitor adoption and implementation of the playbooks by the Opcos’, these tools must be developed in close collaboration with the Group  Enterprise functions as well as the Regional Brand SM’s.
• To develop a mechanism to review issued playbooks and revise and update these, based on inputs from the Group Consumer and Enterprise teams
• To contribute to MANCO reports aimed at keeping the MANCO Executive team updated on the work carried out by this role

Qualifications

Education:

• Minimum of 4 year degree Business/Commercial/Marketing Degree, or equivalent
• MBA or Masters advantageous
  Experience:
• 5 - 8 years of Enterprise (B2B) segment marketing work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• 5 years of experience in a supervisory / managerial role
• Experience in leading change / transformation (marketing) at an operational level advantageous
• Experience in continuous improvement through the implementation of best practices
• Experience in working in a multinational organisation/Group function/other African territories advantageous
  Competencies:
• B2B Segment marketing management
• Brand Go-to-market development and execution
• Development of brand and segment guidelines and toolkits
  Project management 
• Ability to influence collaborate with key stakeholders (negotiation and bargaining)
• Command of English, verbal and written 
• Customer research 
• Analytical skills, translating business and research data into insights 

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Responsibilities

Key Performance Areas

Task Complexity:

• Process and manage all technology orders from order placement to completion, ensuring adherence to SLAs.
• Work on allocated emails, tickets and tasks. 
• Capture and update order details accurately in relevant portals and systems.
• Proactively identify and address any order errors, resolve issues, ensuring accurate and timely order placement.
• Provide administrative support to sales teams and meet minimum performance deliverables and service levels.
• Maintain accurate records of orders on the business system
• Provides customer support telephonically, through emails, chat and or social media. 
• Communicate effectively with customers, addressing inquiries and concerns in a professional and timely manner through the relevant communication channels. 
• Produce reports and feedback to the Team Leader.
• Feedback on administrative and support tasks allocated and progress.
• Assist with customer escalations and resolutions.
• Proactively identify potential order fulfilment issues that could lead to customer cancellations and take steps to prevent them.

Behavioural qualities:

• Exceptional organizational and time management skills, with the ability to multitask and meet deadlines effectively.
• Strong attention to detail and proactive problem-solving abilities.
• Outstanding communication and interpersonal skills, both written and verbal, with a customer-centric approach.
• Ability to work both independently and collaboratively in a team environment.
• Passionate about problem-solving and able to adapt to dynamic work scenarios.
• Team orientation – strengthening teams OR working in an integrated team environment.
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
•  Customer centricity

Qualifications

Education: 

• Minimum of 1 year diploma in relevant field 

Global Experience Standards 

• Minimum 3 years’ experience in a similar customer-facing role with a focus on order fulfilment, sales support, and administration.
• Previous experience in the telecommunications or internet service provider industry is preferred.
• Familiarity with order processing systems and sales terminology
• ISP experience (Preferred)