Latest Job Opportunities at MTN

Responsibilities
Customer Query Resolution

• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
• credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections & delivery, fraud, device & technical enquiries as well as network
• coverage enquiries
• Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
• service level agreements. Focus on sentiment conversion and customer retention
• Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
• Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
• resolution has been achieved
• Assist Branded Channel with Service and Support in store where and when required
• Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual
• disputes are at play
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
• Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
• Use relevant tools to support channel and sales team as well as customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
• Meet service quality standards as outlined
• Drive self-service adoption through customer education
• Identify potential threats to brand and execute the brand emergency process timeously
• Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures

• Adhere to all PPPs defined for MTN SA, which may cut across functional areas
• Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
• Adhere to the CXO Standard Operating Procedure
• Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
• Attend to queries and needs of internal and external customers as required within set procedures
• Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
• Ensure that standards are always in place around brand identity when it comes to engagement
• Where possible educate customer on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed

Profit Driving

• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
• Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
• Converse & engage with customers around MTN offerings
• Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues
• Proactively engage customers on all active planned campaigns
• Proactively educate and inform customers about MTN’s self-help/digital service offerings
• Update customer details (email, contact number) on all customer contacts

Quality Control and Continuous Improvement

• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve
• customer service and support provided, and identifying trends
• Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process
• and customer service standards.
• Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
• Provide insights on top trends and make recommendations to the CXO Management
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
• When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
• Legal, Corporate Affairs, Regulatory, etc.

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first
• choice
• Establish and build professional and sound relationships with colleagues, customers, and service providers
• Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications
Education:

• Grade 12
• Minimum of 1-year diploma (or related experience)

Experience: 

• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions
• Advantage - Track record of meeting FCR requirements within a customer service environment
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures

go to method of application »

Responsibilities
Customer Query Resolution

• Ensure delivery of CXO objectives in alignment with CXO strategy
• Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
• credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections & delivery, fraud, device & technical enquiries as well as network
• coverage enquiries
• Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
• service level agreements. Focus on sentiment conversion and customer retention
• Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
• Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
• resolution has been achieved
• Assist Branded Channel with Service and Support in store where and when required
• Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual
• disputes are at play
• Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
• Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
• Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
• Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
• Use relevant tools to support channel and sales team as well as customers on product, system and process knowledge
• Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
• Meet service quality standards as outlined
• Drive self-service adoption through customer education
• Identify potential threats to brand and execute the brand emergency process timeously
• Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
• Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures

• Adhere to all PPPs defined for MTN SA, which may cut across functional areas
• Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
• Adhere to the CXO Standard Operating Procedure
• Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
• Attend to queries and needs of internal and external customers as required within set procedures
• Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
• Ensure that standards are always in place around brand identity when it comes to engagement
• Where possible educate customer on policies, procedures, and standards
• Assist in preventing credit risk and fraudulent activity by following procedures carefully
• Ensure that all administrative procedures are followed

Profit Driving

• Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
• Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
• Converse & engage with customers around MTN offerings
• Make concerted efforts to retain MTN Customers upon cancellation request
• Recover the service where customers complain about service, product, process issues
• Proactively engage customers on all active planned campaigns
• Proactively educate and inform customers about MTN’s self-help/digital service offerings
• Update customer details (email, contact number) on all customer contacts

Quality Control and Continuous Improvement

• Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
• Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve
• customer service and support provided, and identifying trends
• Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process
• and customer service standards.
• Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
• Provide insights on top trends and make recommendations to the CXO Management
• Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
• Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
• When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
• Legal, Corporate Affairs, Regulatory, etc.

People & Culture

• With input from leader, create personal development plans
• Ensure understanding and alignment of own KPAS and KPIs
• Take ownership of own performance and identify training needs. Have performance discussions with leader
• Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first
• choice
• Establish and build professional and sound relationships with colleagues, customers, and service providers
• Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications
Education:

• Grade 12
• Minimum of 1-year diploma (or related experience)

Experience: 

• Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions
• Advantage - Track record of meeting FCR requirements within a customer service environment
• Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures

go to method of application »

Responsibilities

Tactical Alignment 

• Keep abreast of global and local best practice as it relates data management
• Align all operational activities undertaken in the department to the BRIGHT strategy objectives
• Implement best practice, continuous improvement and innovation initiatives at process and procedure level

Business Requirements Analysis

• Maintain the data lineage to ensure data integrity 
• Thorough understanding on data quality dimensions, understanding which data quality dimensions are to be assessed and what is the associated importance.
• Reviewing the results of data quality initiatives and determining if the data quality is acceptable.
• Performing data quality assessment checks on a regular basis to ensure users can trust the data and there’s visibility ownership and accountability
• Monitor reports for data quality to ensure the accuracy and quality of data through all upstream and downstream data channels
• Ensure there is a continuous improvement of MTN SA’s data quality posture through leading and taking an active part in all data quality-related audits
• Provide data specific technical guidance to MTN SA’s business units to ensure that data is interpreted correctly 
• Provide input unto the data quality analysis process, to ensure continuous efficiency of the data quality analysis process.

Operational Delivery

• Engage with process and system owners to research and resolve the root cause(s) of enterprise data quality issues through in-depth data quality analysis and develop data quality monitoring tools
• Engage with other functions to drive and where applicable enhance the compliance of data quality management
• Monitor and evaluate information and data systems that could affect analytical results
• Monitor data quality dashboards, address data quality issues and ensure that the business is maintaining the set data quality threshold
• Assess data cleansing techniques used in the business and ensure that best practice data cleansing techniques are used
• Liaise with the relevant areas of the business to ensure that data related business requirements for protecting sensitive data are clearly defined, communicated and well understood
• Collaborate with the relevant stakeholders, provide progress reports to Manager: MDM and Data Quality

Escalations

• Escalate complex issues that have impact on critical path of service delivery to the Manager 
• Escalate issues that will result in significant time, scope, employee / customer or cost impacts if not resolved
• Contribute towards generating solutions to issues that require formal resolution
• Reporting
• Follow through the data quality analysis process and draft a report on findings and data cleansing solutions
• Prepare reports on operational performance and detailed reports on specific projects when required 

Qualifications

Education:

• Minimum of 3-year tertiary degree in Engineering, Computer Science, BCom Information Management,Information Systems, BCom IT Management, Informatics, Bachelor of Information Science or any IT related course
• Fluent in English

Experience

• Minimum of 3 years’ experience in an area of specialisation 
• Experience working in a medium to large organisation

go to method of application »

Mission /Core purpose of the job 

The Manager – Messaging Planning is expected to:

• To provide Leadership to ensure the efficient and effective design, planning, deployment, optimisation, and commissioning of the Messaging Platforms including SMS Routers and SMS Firewalls and related service security and in line with the business requirements (required timelines, budget constraints and quality standards). 
• To provide Leadership for the planning, expansion, and monetisation of the Messaging platforms and to manage the design and planning of sustainable, future-proof platforms that support the present and future Expansion for Bayobab.
• To map out a technology roadmap for technological migration in line with global technology trends and business ambitions.
• To provide sound technical leadership in all aspects of business. The role is expected to be the technology go-to expert and play an integral role in setting up the messaging-based infrastructure to deliver products through service orchestration

Key Performance Areas:

The Manager – Messaging Planning will be accountable to the following objectives:

• Developing the Bayobab planning function to meet the changing needs of the business and users, new projects, and technologi
• Collaborating with business teams to continuously evolve Bayobab core network platforms, focusing on supporting improved performance and customer experience.
• Facilitating Network governance process in coordination with Bayobab stakeholders and Senior Management, participate in planning for future strategic innovation and business needs.
• Defining Messaging platforms planning tools, processes, and standards, and roadmaps.
• Reviewing the designs and functional requirements of the Messaging platforms within scope to ensure that all requirements are satisfied.
• Working with business and technology leaders as appropriate to ensure proper alignment of business systems solutions with business goals and processes. 
• Establishing standards, methodologies, and documentation for the Messaging platforms and network. 
• Deliver a target Product and Services architecture with a 3-year time horizon taking global technology developments into consideration.
• Maintain budgetary spend within the company approved business plan
• Ensure timeous rollout of Messaging platforms, infrastructure, and services.
• According to departmental KPI’s in line with the company mission, objectives and customer satisfaction indices

Staff Leadership and Management

• Accountable for a customer centric culture.
• Employee relations and collaborative teamwork. 
• Build professionalism, loyalty, and commitment to the organization. 
• Communicate actively and effectively resolving any potential conflicts that may arise. 
• Living the Bayobab – changing and influence employees behaviour. 
• Manage conflict proactively and monitor disciplinary and grievance actions and trends 
• Team learning and knowledge sharing within team; appropriate strategic timing for people up-skilling in line with newly developed technologies and strategic practices
• Continually develop a culture of strong collaboration and effective team working.
• Provide definition of roles, responsibilities, individual goals and performance objectives for the direct reports.
• Develop and implement a training plan in order to build and develop skills within the team.
• Performance manages resources in accordance with HR policy and legislation where necessary.
• Actively participate in leadership team and develop skills of own team.
• Promote a ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.

Competencies

• Implementers, Decisive Problem Solver, Best Practice Value Creator 
• Culture and Change Champion, Guiding People Manager, Relationship Builder 
• Results Achiever, Operationally Astute 
• Detailed knowledge on the international telecommunication infrastructure industry regarding latest industry trends and competitive landscape within the Bayobab footprint 
• Strong understanding of managed networks 
• Strong analytical skills to be able to execute market analysis, competitor landscape reports and customer monitoring - Understanding the connectivity infrastructure wholesales landscape with a focus of emerging markets
• Ensures execution of strategies through creating and implementing tactical plans for others to follow
• Encourages commercial innovation and continuous improvement for systems, processes, products, and service offerings
• Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Builds relationships across the business in order to influence decision-makers and build team credibility
• Produces sustainable divisional results through ethical practices
• Sets priorities, plans, organizes and co-ordinates the work of others
• Participate and provide inputs to overall Lanning budgets in line with business objectives, under oversight of SM.

Job Requirements

Education:

• Minimum 4-year Academic Degree (B Eng. / BSc Degree preferred) 
• Master’s degree (advantageous) 
• Relevant certification/accreditation/membership with professional body as required for role 
• Fluent in English and language of country (preferable)

Experience:

• 5+ Years of progressive experience managing the implementation, integration, and operations of carrier-level applications and platforms in a variety of technology footprints and geographies and markets.
• Functional experience in Core platforms including messaging, mobility, roaming, signalling, and related value-added services (VAS) and security.
• Knowledge of IP, CCNA is an added advantage.
• Solid understanding of virtualisation and cloud-based solutions and technologies in relation to Roaming, Messaging and Signalling platforms 
• Hands on experience with Messaging hubs / platforms as well as value added platforms.
• Hands on experience with SMS Routing, Hub and Firewall technology
• Understanding open connectivity roaming hub and/or experience working with Data Clearing Houses is a valuable asset.
• Strong Knowledge on GSM/LTE/5G network architecture and signalling architecture (STP’s/DRA/DEA).
• Strong Knowledge on End to End architecture and connectivity at solution level including core network, signalling, roaming and VAS.
• Expert Knowledge of Signalling  protocols and standards relating to CAMEL/GRX/GTP/DIAMETER, SIP, RTP, MEGACO, SCCP, GSM MAP and SS7/SIGTRAN/ISUP.
• Understanding of the standard call flows for messaging, roaming Vas and Signalling involving multiple services. 
• Basic understanding of IPX and its positioning with the career network infrastructure.
• Understanding of IoT platforms, providers and mobile roaming and roaming VAS.
• Expert in SMS/SMPP data solutions (A2P,P2A, P2P, RCS, etc).
• Understanding of billing systems, CDR’s, TAP flows, TAP files.
• Knowledge of UNIX-Solaris, AIX, HPUX, Windows, Linux and cloud technology including containerisation (CNF’s).
• Extensive knowledge of virtualized environments (VNF’s), API’s.
• Understanding of other core platform and network areas including voice core, unified communications and collaboration, and related value-added services (VAS) and security. Familiarity with SIP and IP Telephony protocols 
• Understanding of troubleshooting processes for connectivity and services.
• Ability to effectively communicate with all levels of the organisation
• Leadership and organisational skills
• Excellent analytical and problem-solving skills
• Time management and agility towards change both organisational and network
• Excellent communication and presentation skills, both verbal and written
• Ability to solve problems using a creative and logical mind set
• Worked across diverse cultures and geographies (advantageous)
• Identifying and mitigating risks associated with network planning, ensuring business continuity and minimizing service disruptions

Functional Knowledge: 

• Understanding of telecommunications fundamentals, including concepts like circuit-switched and packet-switched networks, standard protocols and interfaces.
• In-depth knowledge of core network architecture, including various generations of mobile networks (2G, 3G, 4G, and 5G), as well as fixed-line networks.
• Familiarity with network protocols and industry standards, such as GSM, CDMA, LTE, IP, MPLS, and others.
• Knowledge of core network elements like Mobile Switching Center (MSC), Serving GPRS Support Node (SGSN), Gateway GPRS Support Node (GGSN), and other elements in 4G and 5G networks.
• Proficiency in using network planning tools and software for capacity planning, and network optimization.
• Ability to assess network capacity requirements and plan for the expansion or enhancement of network resources to meet current and future demands.
• Skills in monitoring and managing network performance, including troubleshooting and optimizing network elements to ensure optimal service quality.
• Awareness of regulatory requirements and compliance standards in the telecommunications industry to ensure legal and operational adherence.
• Keeping abreast of emerging technologies in the telecommunications field, such as network virtualization, cloud-native architectures, and edge computing.
• Collaboration with other departments like operations, engineering, and business development to align network planning with overall business objectives.
• Managing relationships with equipment vendors and staying informed about the latest advancements in network infrastructure technologies.
• Leadership skills to manage a team of network planners, engineers, and analysts, fostering a collaborative and innovative work environment.
• Strategic thinking
• Technical Acumen
• Business Acumen
• Analytical thinking
• Conflict management
• Data interpretation
• Decision making
• Delivery focused
• Leadership
• Negotiations
• Innovation

Collaboration

Responsibility towards:   

Key internal stakeholders:   

• Product Team
• Other functions within Bayobab
• Bayobab Technology Team
• Group Bayobab Teams
• Regional office teams
• MTN Group Technology
• MTN OPCOs

Key external stakeholders:   

• External auditors/ regulators / statutory bodies (need basis only)