Latest Job Opportunities at MTN

Responsibilities

• The Consultant:  Financial Reporting and Consolidations role is responsible to achieve the following objectives:

Strategy Implementation

• Deliver service aligned to the MTN framework, policies, procedures and templates established for Record to Report (R2R)
• Continuously provide input and improve the reporting framework and timelines established 
• Assist Senior Manager in the formulation of tactical approaches, planning activities for the Opcos and Group.
• Support Opcos in completing their period end activities in line with the frameworks established

Operational Delivery

• Perform the consolidation of financial results (financial information) for monthly, quarterly and annual results as well as forecast, high level budgets and business plans.
• Prepare internal financial reports for Group Exco, Group Board and Group Audit Committee including monthly, quarterly and annual results as well as forecast, high level budgets and business plans.
• Prepare external financial results reports for analyst community, press advertisements, JSE and statutory purposes in compliance with IFRS, JSE and King IV principles.
• Define intercompany transactions and account types to be used to account for intercompany transactions.
• Implement and maintain financial consolidation system and processes.
• Support the development / update of intercompany policies and procedures.
• Assist in the preparation, review and distribution of the audit plan and audit instructions. 
• Assist in managing the external audit process by way of obtaining information in a time bound manner to assist in timely completion of the audit.
• Investigate and provide input to audit differences.
• Keep abreast of latest developments in IFRS and integrate into MTN Group accounting policies and procedures.
• Ensure compliance with IFRS and assist in transitioning the Group operations to IFRS.
• Conduct quarterly reporting required in terms of loan and financial covenants, and any other legal/regulatory conditions (e.g. SARB, Stats SA, etc).
• Assist MTN Group operations on accounting issues and implementation of updated processes, standards and reporting parameters.
• Conduct accounting for merger and acquisition activity and other variable transactions. 

Collaboration

• Perform business requirement analysis for master data requirements / business intelligence reporting.
• Assist in transformational initiatives within Finance CoEs, as applicable and drive the required change.
• Collaborate with the Financial Planning and Analysis team for finalising various commentary.
• Collaborate with other Finance CoEs, as applicable for reporting requirements.

Continuous Improvement  

• Drive innovation and optimization initiatives within finance systems, implementing changes that enhance data accuracy, reliability, and overall system efficacy.
• Analyse potential issues and risks to enable early resolution and course corrections.
• Analyse the business requirement for master data requirements / business intelligence reporting.

Key Deliverables

• Consolidated financial results
• Internal and external reporting inputs
• Audit planning and preparation
• Intercompany transaction categorisation

Role Dependencies

• Understanding of business strategy
• Financial Accounting objectives
• Finance operations and practices

Qualifications

Education:

• Minimum 4-year degree in Finance
• CA (SA)

Experience:

• Minimum 3 – 5 years’ professional experience.
• Experience in consolidations and reporting and supporting systems. 
• Experience in the service management of business operations.
• Experience in leading change / transformation (financial accounting).
• Experience in continuous improvement through the implementation of best practices (financial accounting and record to reporting). 
• Experience in financial accounting leading practices and trends.
• Proven success in delivery of high-quality analytics.
• Experience in working with various stakeholders.
• Experience in working under pressure and delivering under tight deadlines.

Capabilities:

• Conceptual Thinker, Problem Solver, Improvement Driver 
• Culture and Change Champion, Supportive People Manager, Relationship Manager
• Results Achieve, Operationally Astute

Functional Competencies:

• Accounting Standards, Policies and Procedures
• Financial Consolidation
• Specialised Finance
• IFRS, GAAP & King IV
• JSE Regulations

Skills: 

• Business/ Financial Acumen
• Accounting and Reporting
• Finance Operation / Process Mindset
• Project Management
• Organisational Awareness
• Problem Solving
• Data Presentation and Communication

go to method of application »

Responsibilities
Operational Processes

• Work with existing policies, processes and procedures in such a way that operational efficiencies and performance are enhanced, and optimal results achieved.
• Report and escalate problems through to authority for advice or assistance with required urgency.
• Prioritise work to ensure deadlines are met.
• Ensure workflow continues without interruption.
• Follow clear and straightforward procedures and instructions to find practical solutions to problems.

Debtors Management

• Perform all relevant tasks within Collections that support the collections’ objective (incl, but not limited to Inbound, Outbound, Legal, Admin, corporate/wholesale).
• Handle disputed accounts and negotiate with customers to bring payment in line with terms.
• Timely execution of high usage reports.
• Timely engagement of customers on default payments.
• Daily handling of diaries, PTP’s, PAR’s, etc.
• Full accountability that all accounts allocated is actioned monthly and is collected on.
• All engagement with customer to be documented with clear and accurate notes on system.
• All arrangements made for payment must be done within delegation and policy.
• Ensuring that the customer call cycle is strictly adhered to and achieved.
• Ensure inbound and outbound answer rate and service levels, AHT and compliance are achieved.
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused.
• Prioritise work to ensure deadlines are met.
• Ensure tools and equipment are utilised in the correct way.
• Escalate problems and queries of a more serious nature.
• Attend to settlement negotiations from customers and attorneys.
• Hand over relevant bad debt accounts to third parties for collections.
• Prepare and process monthly write-offs.
• Manage active accounts in legal department.
• Prepare and submit claims on deceased estates.
• Attend to liquidations, sequestrations and administrations.
• Prepare invoices for third parties.
• Positively impact cash flow by ensuring the accurate and timely processing of payments of accounts receivable.
• Accurate allocation of payment to invoices as per remittance received within the billing cycle to ensure accurate customer billing and accounting records.
• To handle disputed accounts and negotiate with clients to bring payment in line with terms.
• Produce regular and accurate reconciliations for customers and ensure that payments are affected, and these are stored centrally for ease of access.
• Timely execution of high-risk usage reports to reduce the exposure to MTN and customer.
• Full accountability that all accounts allocated in your book is actioned monthly and is collected on.
• All engagements and activities with customer must be documented on the core system with clear and accurate notes of update.
• All communications to customers with attachments must be stored centrally for access to business and ensuring that customer records are kept up to date.
• All arrangements made for payment, PTP’s, etc. must be done within delegation and policy
• Debtor’s days must be managed within the agreed targets.
• Provision of doubtful debt, disputes, etc. must conform to policy and MTN standards.

Customer Service

• Ensure that customer queries are resolved within agreed SLA’s, TAT’s and set guidelines.
• Attend to walk-in customers to speedily resolve outstanding queries so that payment is made.
• Provide accurate advice and education to customers to ensure adherence to all standards and operating practices.
• Escalate unresolved queries timeously.
• Deliver first time right service excellence and display the MTN brand values to customers during all customer interactions.
• Responsible for escalation and feedback to customers on all issues and matters raised.
• Maintain customer confidentiality at all times.
• Liaise with customers to ensure client expectations and service levels are being adhered to in regard to billing and maintenance of accounts 
• Reconcile Billing Accounts as per customer requests.
• Timely notification to customers and channel on items identified that may impact the customer and pro-active approach to resolve these items. 
• To liaise with Sales and have regular contact with clients by agreed mediums. Notify on status of accounts.

Reporting

• Compile and prepare accurate and quality reports from data provided, using set templates.
• Generate reports from the system related to age analysis, cash collections, forecasts, provisions for bad debts.

Quality Control and Standards

• Reduction and elimination of fraud by ensuring verifications processes and procedures are adhered to.
• Ensure resolution of queries end to end and deadlines are met.
• Adhere to quality and operating standards and primary controls, policies and procedures.
• Query resolution and customer requests to be done accurately and keep customer details and account records up to date.
• Ensure customer experience is achieved as per the NPS deliverables and within agreed targets.
• Customer engagement in all forms must prescribe to business standards and professionalism to minimise bad debt and where possible rehabalitate customers.
• All customer requests must be actioned within the agreed SLA and TAT with absolute accuracy at all times.
• Promises made to customers and colleagues must be delivered on and completeness of all transactions must be adhered to at all times.
• Make recommendations to improve efficiencies in workflow, processes and procedures wherever possible.
• Engage in ad-hoc projects as and when expertise is required.
• Alert recurring system problems to reduce credit note values.
• Recommend ways to automate processes and procedures wherever possible.
• Knowledge sharing to improve team competency.

Qualifications
Education: 

• Minimum Matric
• Diploma in Finance or collections or 
• A national Diploma or higher will be advantageous

Experience:

• At least 2 years’ experience in debt collection environment OR sales/ contact centre environment 
• Minimum 1 year’s administrative experience 
• Computer Literacy - Experience at intermediate level - MS Office 

go to method of application »

Responsibilities

• The Consultant: Forecasting, Budgeting and Reporting role is responsible to achieve the following objectives:

Strategy Implementation

• Assist Senior Manager in the formulation of tactical approaches, budget and planning activities for the Opcos and Group.
• Provide input into the effective implementation of the FP&A objectives by means of providing direction, structure, frameworks, models, plans and roadmaps.

Operational Delivery

Budgeting and forecasting:

• In line with the budgeting timelines, develop different financial scenarios for strategic planning purposes based on provided assumptions and business drivers.
• Develop budget and forecasting templates with guidelines and instructions for Opcos and Group in line with the defined timelines.
• Provide assistance to Opcos when performing budgets and forecasts, addressing queries and providing guidance on requirements, key KPIs and deliverables specific to the Opco and the Group roll-up.
• Consolidate budget and forecast information received from Opcos. Track progress and issue resolution that arise due to the consolidation of these results.

Performance Tracking

• Receive requests and evaluate the requests for performance management reports (e.g. budget versus actual, budget versus forecast, etc.)
• Facilitate the development of new reports.
• Deliver comprehensive financial analysis, guidance, and financial support to the business.
• Demonstrate a proactive approach by closely monitoring business performance, conducting in-depth analyses, and providing valuable insights to inform critical decision-making processes.
• Assist in developing performance measures and KPIs at various levels of the business (operations, products & markets, revenue, margins, profitability etc.).
• Monitor and analyse business risk evaluation and mitigation measures, in conjunction with the risk and compliance function.
• Lead transformational projects for business units, specifically focusing on finance systems enhancement and evolution. 
• Conduct scenario analysis and modelling to arrive at realistic and planned targets for achievement.
• Identify appropriate sources and channels to derive performance-related data.
• Consolidate performance reports received from MTN entities.
• Undertake analysis of the business performance of different Opcos based on the performance reports generated.
• Obtain input from business partners based on the results published (where required).
• Publish and prepare performance reports for stakeholders in line with the defined requirements.

Continuous Improvement  

• Drive innovation and optimization initiatives within finance systems, implementing changes that enhance data accuracy, reliability, and overall system efficacy.
• Analyse potential issues and risks to enable early resolution and course corrections.
• Analyse the business requirement for master data requirements / business intelligence reporting.
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs).

Key Deliverables

• Forecasting, budgeting and monthly reporting
• Analysis and evaluations for business feedback
• Risk and compliance monitoring and reporting
• Innovation and financial system optimisation

Role Dependencies

• Understanding of business strategy 
• Business Finance objectives
• Finance operations and practices

Qualifications

Education:

• Minimum 4-year degree in Finance
• CA (SA) / ACMA (CIMA) preferred 

Experience:

• Minimum 3 – 5 years’ professional experience.
• Experience in financial planning and analysis, P&L, Operational and Cost Management experience.
• Experience in management accounting leading practices and trends.
• Experience using financial systems and various modules.
• Proven success in delivery of high-quality analytics.
• Experience in working with various stakeholders.
• Experience in working under pressure and delivering under tight deadlines.

Capabilities:

• Conceptual Thinker, Problem Solver, Improvement Driver 
• Culture and Change Champion, Supportive People Manager, Relationship Manager
• Results Achieve, Operationally Astute

Functional Competencies:

• Strategic Business Planning
• Budgeting, Forecast and reporting.
• Financial Analysis & Market Intelligence
• KPI & Business Performance monitoring
• Business Case Evaluation & CAPEX Valuations

Skills: 

• Business/ Financial Acumen
• Accounting and Reporting
• Finance Operation / Process Mindset
• Organisational Awareness
• Data Presentation and Communication

go to method of application »

Mission/ Core purpose of the Job 

• The core purpose of the Quality Assurance specialist is to monitor quality of service rendered with the end view of ensuring that the Collections team delivers quality call answering and correspondence through the provision of appropriate training, feedback, coaching, call evaluation and development of Collections staff so as to maximize the collection of arrears amounts and minimize bad debt write offs. This includes: 
• To do call and correspondence assessments; 
• Prevent reoccurrence of all operational irregularities; 
• Ensuring that we adhere to the Debt Collection Act (DCA), National Credit Act (NCA) and all MTN and Collections policies and processes as amended from time to time.  

Context (Global influences, environmental/industry demands, organisational mission etc.) 

• Organisational Mission  
• MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success. To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life. 
• Global Influences / Environmental & Industry Demands 
• Highly dynamic and fluctuating Telecommunications industry  
• Highly competitive market with new and established competitors  
• Fast moving industry  
• Legislative changes 
• Legal parameters set by the insurance industry 
• Rapid pace of digitalization 
• Prevailing economic pressures affecting staff and customers  
• Fluid complexities of customer expectations and demands 
• Prevailing economic pressures affecting staff and customers  
• Fluid complexities of customer expectations and demands 

Key Performance Areas: Core, essential responsibilities outputs of the position (KPA's) 
Quality Assurance 

• Ensuring that all staff use the same greetings, scripts, after call procedures and accountability standards. 
• Evaluate adequacy of quality assurance standards. 
• Develop, recommend, and monitor corrective and preventive actions. 
• Assure ongoing compliance with quality and industry regulatory requirements. 
• Interpret and implement quality assurance standards. 
• Devise sampling procedures and directions for recording and reporting quality data. 
• Document internal audits and other quality assurance activities. 
• Continually monitor the performance of staff to ensure service is in line with agreed quality standards. 
• Ensure that staff are continually kept up to date with products and system knowledge in order to maintain service levels. 
• Provide appropriate training and co-ordinate specific training, to ensure optimally skilled agents 
• Continually provide appropriate on-the-floor feedback to staff. 
• Liaise and feedback agents regarding their quality of work, to maintain consistent quality service levels. 
• Continually undertake checks on all outgoing correspondence, to ensure quality standards and the required levels of competence are maintained. 
• Liaise with supervisors to address and resolve problems and identify training needs. 
• Establish effective benchmarks in order to determine new procedures that can be applied to enhance efficiency. 
• Effectively evaluate calls and correspondence to identify trends, needs and patterns that require interventions. 
• Work closely with the supervisors and workforce management specialist to ensure alignment.  
• Constantly review QA scorecards to ensure alignment with ways of work and industry QA standards. 
• Give input into processes and procedures where quality of work may be improved. 
• Investigate customer complaints and non-conformance issues. 
• Analysis and reporting on QA trends with recommendations and implementation of corrective actions. 
• Specific QA analysis as requested by supervisors or campaign manager. 

Reporting  

• Reporting function (daily, weekly & monthly). 
• Compile monthly management reports. 
• Monthly reporting of the KPI’s for the function of QA. 
• Provide monthly reports that accurately reflect the quality of calls and correspondence, together with trend analyses and recommendations. 
• Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision 
• Broad based knowledge of Collections across different customer categories 
• Knowledge of the–regulatory and legislative requirements 
• Computer literacy i.e. MS Office Excel Intermediary  
• Strong interpersonal skills including good written and oral communication 
• Good analytical, problem solving and conflict management skills 
• Strong analytical ability 
• Good understanding of Credit management practices and processes  
• Call center technical knowledge 
• MTN products and services knowledge 
• Excellent communication skills, telephone manner and technique 
• Good listening and multitasking skills 
• Tenacious, with ability to work under pressure and take responsibility 

Job Requirements (Education, Experience and Competencies) 
Education: 

• Grade 12 
• Diploma or 3-year degree in relevant field 

Experience: 

• 3 years’ experience in similar quality assurance or training role  
• At least 3 years of supervisory or management experience 
• Experience in debt collections environment and different collection methods/techniques. 
• Quality inspection and testing experience 
• Experience with implementation of corrective action programs, coaching, training and mentoring 
• Knowledge of relevant regulatory requirements.