Key Performance Objectives
Business Partnering
- Design, maintain and improve upon robust budgeting model (record trends, understand drivers, correlation, sensitivities, dependencies)
- Prioritise and manage business demands and business partner expectations.
- Facilitation of channel cluster budget and forecast planning cycles.
- Perform analysis and provide commentary on month-end variances against budgets, forecasts and prior years.
- Preparation and analysis of monthly rolling forecasts for Group submission
- Cash flow management through preparation of 24-month treasury forecasts and tracking that actual outcomes align to forecasts.
- Extract, combine and summarise data to analyse the financial impact of new initiatives and effectively communicating key findings to senior leadership to influence and support tactical and strategic business decisions.
- Developing metrics and reports to provide monitoring for new initiatives.
- Proactively partner with business to identify and evaluate opportunities to improve bottom line business performance and ensure that change initiatives are implemented.
- Policy compliance custodian for the channel clusters.
- Tracking business & content financial objectives, as well as projecting and monitoring run rates to ensure that set targets are met.
- Provide support for ad hoc analysis and requests pertaining to outlooks and projects
Financial Reporting & Analysis
- Prepare month end reporting packs for analysis.
- Adhere to Group reporting deadlines including month end; forecasts; budgets; half-year and year-end.
- Review/ prepare schedules and reports for statutory reporting packs for half-year and year-end reporting periods.
- Preparation and review of periodic content related journals and accounting entries
- Participate in business unit meetings to provide feedback on results and impact of business plans.
- Prepare key content & content related Balance sheet reconciliations.
- Consult with the Shared Services and auditors to prepare and assist with internal and statutory audits.
- Tracking and management of the procurement process and related key stats
- Content inventory assessment and management (past due and expiring content, system costing and loading errors, content aging, allocation assessments).
- Supporting the continuous development and maintenance of the Synergy Content system in response to changes in content strategy.
- Continuous assessment of the content system and processes in maintain and supplement internal controls.
- Compliance: Regulatory and studio reporting in line with legislation and contractual obligations.
Qualifications
Experience / Skills
- A minimum 5 – 8 years in a Finance Analyst role
- Detailed commercial and financial acumen, balanced with creative flair
- Hands-on experience with financial analysis, modelling and report building
- Exposure to a multi-currency environment, including African currencies
- Sound knowledge of IFRS and Taxation rules
- Industry understanding and experience would be advantageous
- Strong communication and relationship building skills
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Tasks
Customer Relations
Effortless Customer Experience Delivery
- Ensure delivery of customer service objectives.
- Own & resolve customer issues as comprehensively as possible on first contact.
- Be a brand ambassador of DStv, create a positive image to the customer, and manage impact to brand on digital platforms.
- Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
- Adhere to the set Customer Care processes and business procedures.
- Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
- Use relevant tools to support customers on product, system and process knowledge.
- Ensure the consistent delivery of all contracted KPIs.
- Meet service quality standards as outlined.
- Drive customer usage by educating customers on self-service and digital service platforms.
Sales Activities
- Generate quality leads to ensure that the required conversion ratios are achieved.
- Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
- Converse & engage with customers around DStv VAS offerings.
Retentions and Service Recovery Activities
- Retain DStv Customers upon cancellation request.
- Effect outbound proactive retentions campaigns.
- Recover the service where customers complain about service, product, process issues.
- Identify any activities that may have potential negative impact to the
- MultiChoice brand and escalate via the defined escalation processes.
Customer Relationship Management
- Proactively engage customers on all active campaigns and service disruptions.
- Update customer details (email, contact number) on all customer contacts.
- Utilize consumer profiling analytics to complete any targeted campaigns.
- Actively campaign the CVM calendar to clients where applicable.
Omni Channel Service Delivery
- Adhere to the MultiChoice social media policy and the MultiChoice Digital
- Care SOP’s
- Interact with customer on multiple platforms (Inbound voice, outbound voice, Digital Platforms)
- Drive customer usage by educating customers on self-service and digital service platforms.
- Proficiency in digital language (Live Chat, Social Media, WhatsApp and Email)
Collaboration
Teamwork
- Work within a team to deliver on performance objectives.
- Support peers and provide expertise to help in sustaining good performance.
- Share relevant product, system, process information with peers as and when required.
- Foster healthy, productive working relationships with peers.
Training and Development
- Ensure that skill & knowledge gaps are closed by participating in online learning.
- Ensure that training on new products, services & processes is completed.
- Attend relevant training from time to time to develop customer service skills.
- Work on objectives of own Personal Development Plan as agreed with Team Leader.
- Participate in self-learning to support all technical requirements of MultiChoice products.
- Participate in self-learning to improve customer conversations around DStv content.
- Participate in self-learning to uplift customer service & sales performance.
- Take regular knowledge assessments and work with Team Leader to address gaps.
- Take ownership of self-development and career progression, supported by Team Leader.
Performance
- Meet set performance standards & KPIs.
- Take ownership of own performance and partner with Team Leader to close gaps.
- Regularly review own performance on the Reward & Recognition dashboards.
- Take responsibility to highlight obstacles to Team Leader that impedes own performance.
- Ensure that service levels are met by adhering to planned schedules & shifts.
Qualifications
- A Matric Certificate or NQF 4 Equivalent
Experience
- A minimum of 1-2 years Customer service experience
- Sales Experience: Advantageous
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Key Performance Objectives
Tasks
Strategy Execution
- Implement the social media strategy aligned with business objectives
- Translate strategic goals into actionable content plans and engagement tactics.
- Monitor performance against defined KPIs and optimize based on insights.
- Stay informed on platform updates, trends, and emerging technologies to enhance execution.
Platform Management
- Identify tactical social media content opportunities
- Manage platforms relevant to designated region (Kenya, SSA and Diaspora)
- Manage and maintain social media platforms relevant to the designated regions.
- Ensure timely posting, platform hygiene, and alignment with content calendars.
- Manage and maintain social media platforms relevant to the designated regions.
- Ensure timely posting, platform hygiene, and alignment with content calendars.
- Ensure brand consistency throughout all interactions and created content
Reporting
- Track performance metrics (engagement, reach, conversions).
- Social monitoring and listening by identify trends in conversation
- Report on social activity on a bi-weekly, as well as monthly basis
Stakeholder Management
- Build relationships with customers (both potential and existing), industry professionals and journalists
- Manage supplier relationships
- Build and maintain relationships with influencers to amplify business reach
- Respond to comments, customer queries and complaints in a timely manner as per the Social Media Manager’s recommendations
- Escalate trends relevant to the brand to the correct stakeholders through the identified escalation process
- Follow up to ensure loops have been closed with customer queries and complaints
Qualifications Essentials:
- A Degree level qualification in Media Design and Television
- Post graduate degree will be advantageous
Experience
- 8-10 years of experience in social media management.
- Proficiency in social media tools
- Engaging social media content
- Strong engagements with community
- Engagement, reach and trend reports
- Up-to-date with relevant industry trends
- Clear understanding of content creation per platform
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Key Performance Areas
Conducting investigations
Conduct investigations
- Undertakes investigations into irregularities as directed by the Senior Manager: Forensic Services, under the oversight of the Senior Forensic Specialist, in line with best practices, internal protocols, and based on factual evidence.
Case logging and record keeping
- Promptly and comprehensively logs and initiates investigations into all allegations or suspicions received, relating to potential violations within the Group.
- Maintains accurate and timely records of investigations in the case management system, ensuring key information and issues are properly documented and reported.
Evidence collection, evaluation and analysis
- Collects, verifies and analyses electronic data/ transactions from multiple systems and other sources and interprets documents to identify potential fraudulent trends and activities.
- Evaluates information by assessing the reliability of the source, and the validity and quality of information, to gain informed insights.
Suspect/ witness/ relevant individual identification and interviews
- Identifies suspects/ witnesses/ other relevant individuals and conducts interviews to gather information and substantiate findings
- Analyses the activities of individuals, groups, and organisations using appropriate techniques.
Evidence Compilation
- Collates and presents compelling, comprehensive evidence to support internal disciplinary processes and external proceedings (criminal and civil), with the aim of minimising financial loss, reputational damage, and other irregular behaviour.
Reporting/ deliverables
- Drafts clear and comprehensive investigation reports and communicates findings to relevant internal stakeholders.
Corrective action
- Ensures relevant corrective/ disciplinary action is taken in line with relevant policies and supports Human Capital and management where necessary
Control weakness identification
- Highlights potential system or process deficiencies based on investigation outcomes and recommends preventative measures, process improvements, and training initiatives to stakeholders.
Recovery procedures
- Supports the institution of recovery procedures in collaboration with Legal and other relevant stakeholders.
Law enforcement liaison
- Engages with law enforcement to support the prosecution of cases, ensuring compliance with applicable policies and legislation.
Cross-functional collaboration
- Works closely with internal departments including Legal, Human Capital, and Risk & Compliance to support investigations and ensure alignment.
Confidentiality management
- Handles highly sensitive and confidential information with discretion and professionalism.
Stakeholder Engagement
- Builds and maintains effective working relationships with business and functional stakeholders, ensuring management is kept informed of investigative developments.
Preventing and detection
- Control enhancement
- Supports the identification and implementation of long-term controls and solutions that strengthen the organisation’s resilience to fraud.
Insights and continuous Improvement
- Contributes to the identification of themes, trends, and lessons learned from investigations to support continuous improvement of business processes and the control environment.
Reporting
- Provides input into reporting on fraud risk trends, control effectiveness, and mitigation actions to relevant stakeholders.
Awareness campaigns and planning
- Assists in initiating and planning fraud awareness campaigns and training sessions, both general and tailored to specific business areas.
- Identifies specific learning gaps and contribute to the development or refresh of fraud awareness training materials and courses to address those gaps.
- Supports the design and implementation of an annual fraud awareness training plan aligned with business needs and risk priorities.
- Ensures the smooth execution of fraud awareness training initiatives, including accurate recordkeeping and monitoring of participation and completion.
Qualification
- A Bachelor's degree or equivalent in Accounting and Finance, Internal Audit, Business or Law
- Professional qualification: CFE
Experience & Skills
3-5 years of the following forensics experience:
- Conducting forensic investigations within corporate environments, relating to white collar crime and, amongst others, conflicts of interest
- Preparing evidence files and interviewing witnesses and suspects
- Advanced technical report writing
- Leading evidence in internal disciplinary proceedings and criminal/ civil prosecutions
- SAPS experience (including knowledge of prosecution procedures) is beneficial
- Understanding key features of laws relevant to the forensic investigations
- Good knowledge of information sources and evidence handling, specifically with reference to electronic evidence
- Demonstrate ability to analyse, evaluate and interpret data sets with a strong understanding and application of analytical techniques
- Experience with forensic data analytics
- Remedial action development
- Fraud awareness training experience
- Ability to coordinate, work with and gain the trust of business stakeholders, technical resources, and third-party vendors
- Established reputation for integrity, good judgment, fairness and discretion when dealing with staff and external parties
- Experience in business areas such as marketing, procurement, inventory management, human resources, finance, sales etc.
- Ability to effectively communicate complex technical findings, recommendations and trends into clear and concise written and verbal communication.
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