Latest Openings at MTN

Mission/ Core purpose of the Job:

• The Snr Business Analyst defines project requirements in line with EPIC customer experience, needs, designing and recommending innovative solutions that deliver value to stakeholders, creating operational effectiveness and excellence in the business, drive business analysis from initiation to implementation on projects and epics.

Context : 

• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success.
• The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates.

The MTN SA’s function must therefore ensure the successful delivery in context of:

• Fast moving industry with constantly changing business requirements and technologies 
• Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
• Highly dynamic and fluctuating Telecommunications industry
• Fast moving industry
• Market dynamics and developments
• MTN policies, processes and procedures
• Regulatory industry norms govern MTN and partners 
• Highly pressurized, deadline-driven environment
• Fast changing, regulated business environment
• Rapid advancement of systems and technology 
• Legislative environments
• MTN Group standards and applications
• Participative environment – highly diverse and team-focused
• Move to agile and digital first

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity:

Main Responsibilities: Understand, Observe, Analyse and Document

• Define problem statement, opportunity or constraint based on understanding of the current state.
• Conduct pre-session research to understand Business Case motivating factors, business objectives and desired future state.
• Conduct Risk Analysis in understanding the risks associated with achieving the future state and mitigation strategies.
• Develop project scope and define boundaries 
• Consult experts to find out more about the area of concern/problem/Business Objectives through observing and engaging with people to understand motivations and stakeholder goals

Analyse & Simplify requirements / objectives with key stakeholders

• Plan Stakeholder Engagement, identify and compile a list of personas their characteristics and responsibilities. Identify stakeholders who will have the responsibility and authority to make decisions about business analysis work including who will be responsible for setting priorities and who will approve changes to business requirements.
• Facilitate workshops (e.g. white board sessions) with stakeholders to understand their needs, analyse and elicit requirements. 
• Lead Design or Design Thinking sessions through Problem Definition, Research & Requirements gathering, Ideation and Prototype Designs
• Brainstorm ideas and activities that will be performed across initiative including who will perform the activities, the timing and sequencing of the work, the deliverables that will be produced and business analysis technique that may be utilised. 
• Capture information in a format that is specific to elicitation activity e.g. user stories, customer journeys, prototypes, etc including As-Is and To-Be Business Processes, and reporting requirements
• Structure ideas & and generate requirements documents (either RDS or Agile User Stories)defining solutions across people, process, technology and data
• Produce Requirements Traceability Matrix to ensure requirements have a clearly defined relationship to other requirements solution components, or releases or phases or iterations, within solution scope.
• Prioritise requirements, in the form of user stories, to ensure that the highest valued requirements are addresses first. 
• Assess requirements changes, obtain recommendation to approve, modify or deny a proposed change to requirements
• Complete IRS documentation in conjunction with the Solution Architects 

General

• Adherence to the Project Management Office governance always

Problem Solving / Solution Design

• Design and document business solutions (process, system and measurements) that meet current and future requirements
• Review and re-engineer processes within the value stream to meet the required service levels – aligned with Business Architecture guidelines and methodologies
• Review and edit requirements, specifications, business processes and recommendations related to proposed solution
• Define and construct context diagrams which form part of the basis of process mapping
• Assist in drafting policies, processes and procedures for business unit. Consider the long term (1-2 years) implications of actions from a more broad perspective
• Drive best practice, continuous improvement and innovation at process and procedure level
• Consider local conditions, as well as competitor activity
• Construct, implement / fine-tune methods, processes / systems to enhance effectiveness / meet organisational goals
• Drive and challenge business units on their assumptions of how they will successfully execute their plans
• Input into the development of function- specific business plans associated with opportunities identified, and the alignment of those plans with corporate strategy

Research

• Conduct research relating to MTN SA business and systems, for relevant business unit
• Stay abreast of current trends and best practices in organisational development, functional operations, and technology areas associated with

Relevant business unit.

• Sort, accumulate and analyse information from external sources to assist with problem solving
• Assist in identifying and assessing market trends, taking local conditions into consideration

Reporting and feedback

• Understand and document existing and new business processes and requirements
• Prepare routine reports (financial, quality, production, customer service, operational efficiency, market share, etc.). Provide input from the
• perspective of cross-departmental functions

Ensure traceability of requirements from business through to development and implementation

• Identify and prepare relevant information and data for reporting purposes
• Develop appropriate analytical models and reports to support informed decision-making
• Include recommendations on how to implement suggested procedural improvements
• Coordinate process measurement requirements to ensure efficient and effective use of information resources
• Make assessments of and draw solutions from qualitative data.
• Make logical deductions and draw conclusions that can be motivated
• Document all relevant information from business analysis streams, according to Programme Office guidelines and methodologies

Quality Management

• Accurately assess the risks associated with each quality process
• Establish and maintain quality standards that will enhance the customer experience and cost efficiency
• Work consistently according to standard operating procedures
• Understand and communicate the consequences of not maintaining quality focus
• Identify processes and procedures where the quality of work may be improved
• Analyse situations and take necessary action to ensure quality is maintained
• Seek feedback from clients/ stakeholders and continuously seek ways of improving on quality and customer service standards

Customer Satisfaction

• Build and maintain solid relationships with all MTN SA stakeholders
• Align service delivery to changing market segments
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems / processes / procedures
• Put contingency plans in place to prevent delays and enhance the customer experience
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to business units to continually improve all aspects of service delivery

Minimum Requirements - Education:

• Minimum 3-year degree/diploma in relevant discipline
• Diploma in Business Analysis, Certification in Design Thinking Frameworks is required, Six Sigma certification
• Agile Certification is essential
• Facilitation verification will be an advantage
• Fluent in English 

Minimum Requirements - Experience:

• At least 8 years business analysis and business optimisation experience, in process driven environments
• At least 3 years of leadership experience in similar positions, in fast-moving industries
• Previous experience in managing a team of business analysts is essential
• Minimum 3 years of hands-on experience in Design Thinking analysis and prototyping is essential. 
• Minimum 3 years of hands-on professional experience in Design Thinking analysis &  Experience in defining user journeys
• At least 3 years working in an Agile environment is essential
• Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
   

Working experience required:

• Must have experience working on large scale projects as well as handling day-to-day operational requests from the business
• Experience working in an Agile environment is required
• Proven experience working with Excel and developing and maintaining various analyses and reporting tools
• Understanding fundamentals of analytical data, returns level data etc.
• Experience in process mapping, process re-engineering and GAP analysis
• Proven ability to develop, document and maintain operational policies and procedures, including the designing and documenting detailed
• process flows, and the development of operational performance and quality metric standards and reports
• Proven experience in facilitating white-boarding sessions with cross-functional teams and working on large-scale technology projects
• Experience in a telecommunications environment is advantageous but not essential
• Written and verbal communication, including technical writing skills

Training:

• Business analysis
• ARIS or other process modelling tools
• Legislation

Competencies
Knowledge:

• Business knowledge
• Business architecture knowledge
• Understanding of MTN SA processes
• Process mapping knowledge
• Financial modelling knowledge
• A thorough understanding of how to interpret customer business needs and translate them into application and operational requirements

Skills / physical competencies:

• People management and leadership skills – the ability to get the best out of people, and make sound people management decisions
• Feedback skills
• Relationship skills – to build relationships to facilitate efficient workflow
• Coaching skills – to develop the team and staff
• Scanning skills – to search for new ideas, trends and principles
• Strong “can-do “attitude combined with an ability to use minimum resources to get maximum outputs
• Systems thinking – understanding the “big picture”
• Business acumen – un understanding of the business as a whole
• Analytical skills
• Communication skills
• Influencing skills
• Time management, specifically the ability to prioritise
• Flexibility – the ability to adapt and change in the light of changing circumstances / new information
• Stress management skills
• Risk management skills
• Presentation skills
• Ability to work with conflicting objectives
• Ability to work with deadlines in a deadline-driven environment

Behavioural qualities:

• Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
• Resilience – to repeatedly challenge despite setbacks and resistance
• Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Innovative
• Customer centricity
• Detail focus – accuracy and attention to detail
• Action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus
• Operate with integrity (high ethics)
• Consultative
• Perseverance
• Ability to take initiative and work both in isolation and be a team player

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)

• Office & Working from Home

KPA Quality Standards

• Identified business improvement opportunities
• Quality and value-add of Business analysis performed
• Implementation of processes and procedures
• Quality and timeous delivery of business analysis deliverables
• Adherence to business analysis methodology
• Proper mapping and understanding of key processes within the value stream
• Timely reporting and the accuracy thereof
• Customer satisfaction index (internal)
• Dissemination of information
• Adherence to documentation management methodology
• Proper documentation of business analysis information
• Employee satisfaction index

Apply Before: 07/02/2025

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Responsibilities
The role includes:

• Lead and drive end-to-end process engineering and optimisation initiatives across MTN SA.
• Apply Lean, Six Sigma, and industrial engineering methodologies to improve process efficiency and reduce waste.
• Identify, assess, and implement process automation opportunities to streamline operations and enhance delivery.
• Establish and maintain process documentation, standards, KPIs, and governance to support consistency and quality.
• Collaborate with cross-functional teams to embed process improvements, drive behavioural change, and ensure adoption.
• Develop and maintain a central repository of optimised processes and automation blueprints.
• Ensure continuous improvement by monitoring process performance and driving iterative enhancements.

Detailed Descriptions:

Process Design, Analysis, and Optimisation

• Conduct detailed process mapping, time-and-motion studies, and root cause analysis to identify inefficiencies.
• Reengineer high-impact business processes to eliminate non-value-adding activities and align to MTN’s strategic objectives.
• Facilitate design workshops with stakeholders to validate future state processes and ensure feasibility.
• Define process KPIs and measurement frameworks for ongoing performance tracking.

Process Automation and Enablement

• Identify repetitive, manual processes suitable for automation and evaluate feasibility.
• Collaborate with RPA/AI teams to convert optimised processes into automated workflows.
• Define success criteria and ROI metrics for automated solutions.
• Support business readiness for newly automated processes.

Standards, Templates, and Governance

• Develop and maintain standard operating procedures (SOPs), templates, and process governance documents.
• Ensure process documentation is consistently applied across business units and aligned to MTN SA framework.
• Monitor adherence to process standards and address deviations.

Delivery Capability Enablement

• Contribute to the capability uplift of process engineering resources by defining required competencies and skill sets.
• Support training efforts in Lean, Six Sigma and Data Analysis
• Share knowledge and best practices across engineering and delivery communities.

Process Portfolio and Prioritisation

• Maintain an enterprise process optimisation backlog with prioritisation criteria based on value, risk, and feasibility.
• Evaluate process improvement and automation opportunities submitted by business units.
• Engage with demand managers and IS to allocate shared resources and manage capacity effectively.

Stakeholder Engagement and Change Management

• Collaborate with internal and external stakeholders to ensure alignment and successful adoption of improved processes.
• Present process improvement recommendations and automation strategies to senior leadership.

Continuous Improvement and Monitoring

• Support in tracking process performance post-implementation using defined KPIs.
• Conduct benefit realisation reviews and adjust processes based on feedback and data insights.
• Foster a culture of continuous improvement through lessons learned and process maturity assessments.

Qualifications
Education:

• Bachelor’s degree/BTech in industrial engineering, Chemical Engineering, or a related field.
• Master’s degree is advantageous.
• Relevant certifications (e.g., Lean Six Sigma, BA) are preferred.

Certification in:

• Lean Six Sigma Green Belt or higher is advantageous.
• SAFe certification is advantageous.
• Business Analysis Certificate is advantageous
• Robotic Process Automation (RPA) tools (e.g., UiPath, Blue Prism) certification is advantageous.

Experience:

• Minimum of 5–8 years’ work experience, including:
• Minimum 5 years’ experience in process engineering, process improvement, or industrial engineering within a large organisation.
• Proven experience in applying Lean and Six Sigma methodologies to improve process efficiency and reduce waste.
• Experience identifying, designing process automation solutions (RPA, workflow automation, etc.).
• Prior involvement in Agile delivery environments and working knowledge of Agile frameworks (e.g., SAFe).
• Knowledge of project management fundamentals and experience managing projects is essential.
• Strong stakeholder engagement, process documentation, and performance measurement skills.
• Telecommunications or technology industry experience is advantageous.

Apply Before: 07/02/2025

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Job Description
Mission/ Core purpose of the Job:  

• To provide support in managing and implementing the overall value propositions and support business in providing optimal pricing structures to maintain profitability in line with strategy.
• Assist in designing the pricing strategy in line with the GTM Model. 

Responsibilities
Context: 

• Highly dynamic and fluctuating telecommunications industry
• Positioning of MTN as leading telecommunications player in the market
• Within the dynamic legal, regulatory and commercial environment of South Africa
• Highly competitive market with new and established competitors
• Fast moving industry
• Ongoing technology advancements
• Changes in customer behaviour
• Dynamic business environment
• Well established MTN Brand

Key Performance Areas:

Task Complexity:

Analytics, Reporting and Business Implementation

• Compile daily, weekly and monthly reports on the Company’s performance pertaining to various areas of business including but not limited to the Postpaid Segment Consumer Business Unit
• Extract data from various data sources, including databases and data systems, for reporting and analysis purposes
• Provide insights to departments on the trends, values and attributes that emerge from the reports compiled
• Maintain reports and dashboards to meet the specific needs of the Postpaid Segment Consumer Business Unit and teams to all levels of leadership
• Provide the company with timely and accurate ad-hoc reports and analysis
• Keep up to date with current business model and processes of the company
• Ensure a high quality/accuracy/standard of work and service throughout
• Contribute actively to internal meetings as requested
• Attend to additional requests by your manager as required and perform any other duties which may be assigned from time to time.

Customer/ Business Satisfaction

• Ensure service delivery in line with needs of the business
• Understand customer needs and develop and fine-tune systems accordingly
• Identify trends and patterns pertaining to customer requests and ensure continuous improvement as an important element of service delivery

Supervisory / Leadership / Managerial Complexity:  

• None

Role Complexity:  

• Ongoing interface with all departments in the organisation to promote the goals of Marketing Support.

Lateral Dimensions: 

• Creativities (improvement/innovation inherent)  
• Application of market research and advanced analytics in an optimal way to add as much value as possible to other areas of the business
• Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage
• Recommend innovative solutions to enhance MTN performance
• Explore innovative ways to manage and build the MTN Brand through research structures
• Establish sound relationships with all other business areas
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Identify and exploit new opportunities to grow the business further
• Encourage continuous improvement
• Proactively seek information on business issues, particularly outside the Marketing Support unit which may impact on the unit

Vulnerabilities (control span) 

• Limited resources
• Evolution of technology
• Fluctuations in the market 
• Competitive activity
• Reliance on the stability and availability of systems
• Ineffective support from key stakeholders 
• Customer dissatisfaction
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to clients

Collaboration:  

Responsibility towards:  

• Direct reports: None
• Matrix reports: None
• Key customers: Business Segment Management Team, Products and Services
• Key suppliers: Finance, Service Providers, Competitive Intelligence, Marketing Support Team
• Relations, etc.:

Discretionary Space:

Independent thought and Judgment:

• Can set objectives for the unit
• Dissemination of information
• Implementation of Product reporting
• Vendor and Service Provider Management
• Budget compliance
• Resource allocation
• System, process and procedure fine-tuning and development to achieve business objectives

Authorities:

• As per delegation of authority

Qualifications
Minimum Requirements:

Education:

• 3-year Degree / Diploma in Commerce (Marketing /Finance/Economics/Commerce/Statistics) or related
• Industry experience or functional experience an advantage
• Analytical skills

Training:

• Advanced analytics
• Systems training (platforms e.g. SAS, Oracle, SQL Server, Excel etc.) advantageous

Global Experience Standards (5)

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

Training:

• Products and Services and Solutions
• Systems training
• Computer software training
• Project management
• Communication and Negotiation skills
• Assertiveness
• Finance

Competencies

Head - Big Picture Focus (20)

• Conceptual Thinker - Executes tactical plans to achieve strategic requirements
• Problem Solver - Has the mental agility to identify and solve relevant business challenges
• Improvement Driver - Executes and identifies opportunities for commercial innovation and continuous improvement

Heart – Emotionally Intelligent (30)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager -  Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds professional networks across teams through collaboration and co-operation

Hands – Results Focused (40)

• Results Achiever -  Produces sustainable business results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of others

General working conditions (e.g. shift work, driver’s license, specific tools, special clothing, environmental requirements, etc.)

• Flexible working hours
• Constant pressure to meet extremely tight deadlines
• Working in a busy, open plan environment

KPA Quality Standards

• Input into the delivery of Product Reports
• Quality of market research intelligence
• Timely and accurate reporting
• Objectives met for the unit
• Dissemination of accurate product information
• Effective implementation of project plans

Apply Before: 07/01/2025

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Job Description
Mission/ Core purpose of the Job:  

• To provide day-to-day management, support and guidance to the Flagship and Large POS Own Shops, implementing plans, controls and standards for optimum performance and alignment with Consumer Channel (Branded) and MTN SA strategies.

Responsibilities
Context: 

• The provision of service excellence within an “MTN Own Branded Shop” context
• Operating with a Regional Branded structure
• Operating within a dynamic, competitive and fluctuating market / industry
• High levels of legal, regulatory and commercial compliance 
• Context changes in terms of technology advancements and customer behaviour
• Highly pressurized, deadline-driven environment
• Participative environment – highly diverse and team-focused
• Total customer experience for MTN brand

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity:

Sales Targets 

• Ensure that in-store sales, revenue and churn targets as defined for the Flagship and Large PoS Own Shops are achieved.
• Coordinate teamwork to ensure that all team members understanding objectives and are able to achieve required service levels set for the POS Own Shop department, including serving other segments than Consumer if so is required as per MTN Sales strategy

Internal processes 

• Monitor the day to day processes of the Flagship and Large POS Own Shops, ensuring that workflow continues without interruption.
• Manage stock, including stock control and forecasting, ensuring minimal stock outs and stock losses in Flagship and Large MTN Own Shop. 
• Cash management for the Flagship and Large Own Shop in accordance with PPP’s governing cash management.
• Ensure the daily capturing of relevant financial and administrative documentation as per processes, policies and systems defined by MTN SA.
• Implement MTN policies, processes and systems at POS level, ensuring compliance and making recommendations for corrective actions where necessary.
• Resolve issues/ queries and liaise with relevant sales operations representatives or relevant areas within MTN to escalate issues/ queries.
• Identify the training needs of in-store staff in Flagship and Large Own Shop and advise the OSS accordingly.
• Identify and escalate in-store business risks accordingly.

Budget Management and Cost Control

• Ensure effective cash management and efficient use of financial resources for the Flagship and Large MTN Own Shop.
• Report on achievement of monthly targets in Flagship and Large MTN Own Shop.

Customer Satisfaction and Service

• Establish and manage solid customer relationships.
• Understand customer needs and provide input into the development and fine-tuning of systems and processes accordingly.
• Ensure maximum customer satisfaction with service and assistance provided by POS, Own Shop department, as measured by CSI.
• Advise OSS of trends/patterns pertaining to customer requests and needs for Flagship and Large MTN Own Shop. 
• Ensure all customer queries are attended to and resolved within agreed SLA’s. 
• Ensure the delivery of first time right service excellence.
• Put feedback systems in place to gather first-hand customer information and use it for improvements in products and services.

Supervisory / Leadership / Managerial Complexity:  

• Administer and control available resources to achieve POS goals and objectives for Flagship and Large MTN Own Shop.
• Ensure staff satisfaction 
• Communicate goals clearly and facilitate achievement thereof 
• Manage and motivate team to achieve agreed goals and targets
• Set boundaries within which direct reports will operate and clarify roles to match the level of expertise and results required 
• Communicate actively and effectively resolving any potential conflicts that may arise 
• Evaluate and assess people performance 
• Build and enforce a customer centric approach 
• Build and maintain collaborative teamwork 
• Coach, guide and motivate team/ staff 
• Build professionalism, loyalty and commitment to the organization 
• Have the self insight and flexibility to adapt to different situations 
• Live the MTN Brand – change and influence employees behaviour

Role Complexity
Lateral Dimensions:                    

• Creativities (improvement/innovation inherent)  
• Encourage continuous service improvement

Vulnerabilities (control span)

• Business expectations vs. the delivery reality
• Poor customer service will impact negatively on revenue

Evolution of technology

• Inappropriate processes resulting in delayed service to customers
• Collaboration:  Refers to formal and informal relationships

Responsibility towards:  

• Direct reports: up to 7 (for Flagship and Large Own Shop only)
• Matrix reports: none
• Key customers: POS Own Shop customers and prospective customers
• Key suppliers:   sales operations representatives, training, IS, marketing
• Relations, etc.:  franchise shops, other shops branded region

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

• Team motivation
• Resolution of queries / problems (within parameters set by company policy)

Authorities:

• As per delegation of authority

Minimum Requirements

Education Requirement:

• Minimum of a 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
• Fluent in English and language of Country preferable

Experience:

• Minimum of 3 years’ experience in an area of specialization, with experience in supervising others.
• Experience working in a medium organization

Training:

• Products and Services
• Systems training

Competencies

• Head - Big Picture Focus 
• Analytical Thinker
• Problem Solver 
• Operational Value Creator

Heart – Emotionally Intelligent 

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused 

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others                  

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)

• Flexible working hours
• Pressurized deadline driven environment
• Work directly with customers

KPA Quality Standards

• Quality of reports
• Timely reporting and the accuracy thereof
• Employee satisfaction index
• CSI 
• CMAT targets
• Implementation of processes and procedures
• Team motivation

Qualifications
Education Requirement:

• Minimum of a 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
• Fluent in English and language of Country preferable

Experience:

• Minimum of 3 years’ experience in an area of specialization, with experience in supervising others.
• Experience working in a medium organization

Apply Before: 07/02/2025

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Job Description

• We at MTN are a purpose and value-led organization.
• At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day.
• We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life.  
• Our values keep us grounded and moving in the right direction.
• Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA. 
• As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential.
• A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results.
• A workplace that is built on relationships and achieving a purpose that is bigger than us.
• This is what we want you to experience with us! 
• Our commitments go beyond an organisational promise.
• It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

Live Y’ello 

• Lead with Care 
• Can-do with Integrity 
• Collaborate with Agility 
• Serve with Respect 
• Act with Inclusion 

The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates.

The Group’s External Communications function in which this role falls within must therefore ensure the successful delivery in context of:

• Rapidly changing ICT environment
• The geographic complexity of MTN’s footprint across Africa and the Middle East
• Ever changing social media regulation and dynamics
• Management of executive and local shareholder expectations across all 19 markets and aligning them to MTN’s plans and strategies
• Management of customer, supplier, and other stakeholder expectations through communication
• Enhance MTN’s position as a leading the bold digital work, driving digital and financial inclusion
• Internal organisational communication across a varied and deadline driven corporate communications environment
• Dynamic and fast changing organisational requirements
• Need to continuously innovate the way business is conducted
• Growing pressure from stakeholders for disclosure and transparency 

Responsibilities
Key Deliverables

The GM: External Communication will be accountable to achieve the following objectives:

Strategy Development and Implementation

• Lead the creation of the functional strategy in line with the overarching business goals
• Drive effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Oversee regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Build and manage a high performing team by providing leadership, role clarity, training and career development 
• Source, induct and manage talent in accordance with legislative guidelines
• Continually develop a culture of strong collaboration and effective team working
• 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 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
• Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
• Performance manage resources in accordance with HR policy and legislation where necessary
• 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 

• Strategic Meetings
• Hold strategic meetings, ensure relevant participation and provide guidance and input in the various discussions 
• Drive enterprise-wide conference participation framework, corporate affairs sponsorship and partnership initiatives, elicit inputs from relevant parties
• Drive adequate risk mitigation and controls and elicit inputs from relevant parties
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs
• Drive approval process on new initiatives
• Provide relevant budget for projects 
• Prepare proposal on change initiatives SLA, policies and procedures

 Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Manage and provide solutions through stakeholder consultation where relevant

Function Tactical

• Review all projects initiated (internal or global)
• Review and finalise objectives, targets and budgets for the External Communications function as applicable
• Review key risks, issues and dependencies and set mitigation actions
• Develop and manage budgets 
• Sign-off / make decisions regarding tactical changes
• Chair tactical meetings

 Performance

• Monitor performance and alignment with MTN global strategy
• Ensure alignment between the various stakeholders and customers
• SLA approval and exception performance review 

Reporting

• Report on a periodic basis to the Group Chief Sustainability & Corporate Affairs Officer relating to progress made within the function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects, as required

Budgets

• Develop and manage function’s budgets in line with business objectives
• Develop and manage project initiative budgets in line with business objectives
• Ensure that the cost of operations are reduced, in line with a least cost operating strategy stemming from the business drivers

Planning and Operations Leadership 

• Curation of content strategy for MTN SA across the BU’s and functions
• Identification of key strategic issues and conceptualisation of content that is appropriate for both internal and external stakeholders to positively promote the MTN Brand and Reputation 
• Consolidation of Opco-wide content, generated by MTN Communication Champions who are guided to be ambassadors of the Brand in story telling
• Management of publicity campaigns and determination of the appropriate platforms which will give positive publicity and PR mileage
• Usage of key topical media conversations to build online presence that links back to ESG
• Management of communication mediums and content tailoring, including portal websites, media platforms, social media, presentations, and speeches
• Relevant updated MTN SA company profile, which is always ready for the different platforms
• Accountability taken of MTN’s written content by external sources and continuous evaluation of their contributions
• Proactive issue monitoring management of various channels and platforms 
• Strategic usage of channels for proactive reputational communication opportunities through “news jacking”
• Key advisory role, to exco with the Chief CA & Sustainability, in CRISIS MANAGEMENT

Continuous Improvement

• Keep abreast of international best practice, technologies and industry trends.
• Proactively research relevant best practice and processes, recommending translation of these in the strategic framework of the unit.
• Maintain an understanding of related systems in order to develop integrated systems and processes.
• Keep up to date with new products and services and their impact on MTNSA
• Understand and take cognisance of emerging markets and plan accordingly

People & Culture Management

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• 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 divisional KPAs and KPIs that will be cascaded down to each area
• Manage Performance and identify training needs. Coach and guide subordinates
• 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 Consumer 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

Qualifications
Education:

• Minimum of 4-year tertiary degree (specialization in Business Communication / Public Relations / Marketing / as appropriate)
• MBA or Masters (advantageous)
• Relevant certification / accreditation / membership with professional body such as South African Communications Association, Exhibition and Event Association of Southern Africa (advantageous)  
• Fluent in English and language of country preferable

Experience:

Minimum 5 -8 years’ experience in: 

• In a Public Relations/ External Communication role 
• Experience working in a global/multinational enterprise /FMCG 
• understanding of emerging markets 
• In managing staff
• Knowledge of consumer data analytics, management, and platforms in a Techo environment
• Experience in continuous improvement through the implementation of best practices
• Understanding of emerging markets
• Minimum 5 years of senior management experience in External Communications with specific focus on external communications, brand management, sponsorships and events
• Worked across diverse cultures and geographies
• Experience working in a medium to large organization 
• Project management experience
• Telecommunications industry experience 
• Pan Africa multi-cultural experience

Competencies:

Functional Knowledge: 

• Project Management
• Engagement Program Design
• External Branding and Design
• External Communication 
• Workforce Segmentation and Profiling
• Leadership Influence 
• Visual/Verbal design
• Event/Project Management
• Experience Management
• Digital Platforms
• Editorial and content writing
• Reporting 
• Global Working and Collaboration
• Organisational considerations

 Skills

• Strategy Formulator
• Visualization
• Decisive Problem Solver
• Digital Mind-set
• Innovative Value Creator
• Culture and Change Champion
• Leadership/Entrepreneurial approaches
• Inspiring People Leader
• Relationship Builder
• Results Achiever
• Operationally Astute
• Organizational Agility 
• Digital Mind-set
• Dealing with ambiguity and complexity
• Conflict Management
• Negotiation skills
• Project Management
• People Management
• Presentation Skills

Behavioural Qualities

• Adaptable
• Complete candour
• Culturally aware 
• Emotional Maturity
• Innovation 
• Integrity
• Leadership

Responsibility towards: 

• Key external stakeholders:  Investors, Media, Social Media, design company, third party technical teams other external contractors
• Key internal stakeholders:    
• MTN SA Business Leaders and Line Managers
• Opco – Corporate Services & External Communication teams

Apply Before: 07/02/2025

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Job Description
Primary Job Purpose

• Control the day-to-day activities of the MTN Regional Radio Network, ensuring the radio network is developed and maintained at adequate capacity, operating at optimum quality and offers competitive coverage and associated services.
• Provide technical leadership, vision and expertise ensuring staff competencies meet the convergent technological challenges of the future.
• Context: (Global influences, environmental / industry demands, organisational mission, etc.)
• Planning and optimisation is the intellectual engine behind the cost-effective implementation of GSM technology and are directly responsible for the delivery of all products and resources to the cellular phone user. These products include everything from the radio link used to make a simple telephone call, to the development and implementation of network technologies supporting high speed data transfer and other key development areas in the mobile technology arena. Planning and optimisation is responsible for the successful integration of related technologies such as the internet, e-commerce mobile commerce, with the existing radio network.

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

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Role Complexity: In addition to the daily responsibilities of efficiently developing and maintaining a radio network satisfying all requirements of quality and profitability, attention is given to:

• Special Projects: Research, investigate, test and evaluate and implement all technologies, features and processes which will result in improvement of the quality of the network and without compromising it’s profitability. 
• Customer Relations: Using people skills while responding to technical problems experienced by customers and negotiating with land-owners and management companies to acquire new site locations.
• Management and supervision of wide range of staff activities and performance.
• Communicate key business directives to the team(s) (changes in policy/managerial interventions etc.)
• Bears the responsibility to act as a manager and leader in the interests of both management and the team(s) represented.
• Capex management on regional site rollout budget.
• Managing regional strategy for network rollout.

Task Complexity:

• Identifying sites: planning the growth of the radio network considering general engineering principles, analysis & interpretation of network statistics, knowledge of market requirements & profitability. 
• Planning of sites: achieving the most effective design of RF installation which will satisfy all the demands of the market while delivering satisfactory return on investment. This requires the considerations of the cost of installation, market requirements and expected traffic, environmental management legislation and knowledge of the existing radio network. 
• Optimisation: improvements to the radio network through technical skills – made possible by detailed knowledge of RF technology features, detailed knowledge of geographical area; understanding of the role of peripheral parties (other departments within MTN and external parties such as Telkom) and the impact of their performance on network quality. Creativity and experience are essential.
• Trouble-shooting optimisation: solving network problems through knowledge-sharing, experience in radio network design and operation, detailed knowledge of GSM system design and principles, as well as vendor specific operations.
• Special projects: involvement in key technology development projects.
• Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating and influencing others.

Supervisory Complexity:

• Responsibilities include the ordering of work to be done by other parties within the planning and optimisation team and by peripheral parties.
• Supervision of performance of these parties is essential for the implementation of ordered work. 
• Follow up, cooperation and lateral reporting and accountability is required to implement planned work on the radio network.
• Responsibility to report for the team as it’s representative to Regional head and other managers.                                                                                    

Leadership Complexity:

• Demonstrating a visionary approach to planning and optimisation and peripheral responsibilities by contributing new ideas, attitudes and systems for the improvement of the network and the performance of the team.
• Contribution and motivation. 
• Planning processes and activities designed to develop the leadership and management skills of the team members.

Managerial complexity:

• Understanding the value and cost of all available resources  (these include time, physical resources, time-saving developments such as automated processes, intellectual capital etc.) and acting accordingly to achieve the best results with the least possible cost to MTN in both the short and long term. 
• Accepts responsibility for the performance of the team.

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

• Minimum of 3-year degree/diploma (BSC Electrical/Electronic Engineering)
• Fluent in English and language of country preferable

Experience:

• 3 Minimum of 5 years’ experience in RF or telecommunications.
• GSM experience necessary with experience in supervising/managing others.
• Experience working in a medium to large organization

Training:

• Industry-specific training

Competencies

Knowledge:

• Computer literacy, RF propagation principles, competent knowledge of radio technology, good numeracy, general engineering skills, good spatial-perception, map reading skills, business management, people-skills, knowledge of GSM industry and market.
• Management and leadership skills.
• Knowledge of employment equity legislation, labour law.

Skills / physical competencies:

• Peoples skills communication, Research & Investigative capabilities, Sound evaluation and implementation skills, supervisory/leadership and managerial decision making capabilities, financial skills, absence of disabling physical handicaps directly affecting job description (for example: must be able to drive and be in possession of valid drivers license)

Behavioural qualities:

• Responsibility, self-motivation, able to work independently of supervision, team-player, integrity and openness. Assertiveness.

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

• Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
• Knowledge of a wide range of computer applications is required
• Over time work required on occasion
• Driver’s license is essential; considerable travel required – car provided (company car)
• Need to climb masts and building is necessary on occasion – head for heights.
• Special phone required to test network eg TEMS.
• Dial in facility will be required as to have access to certain databases when out in the field.

KPA Quality Standards/ Measures (KPI’S for job)

• Over time work required on occasion
• Driver’s license is essential; considerable travel required – car provided (company car)
• Need to climb masts and building is necessary on occasion – head for heights.
• Special phone required to test network eg TEMS.
• Dial in facility will be required as to have access to certain databases when out in the field.

Apply Before: 07/02/2025