Latest Vacancies at MTN

RESPONSIBILITIES;
Key Performance Areas; 

• Segment Management
• Drive the effective implementation of MTN SA’s Mass segment value propositions focussing on post-paid promotions; GTM; customer experience design, ensuring maximum market penetration, growth and profitability 
• Understand the relevant market and customer behavioural needs, trends and develop relevant post-paid promotions to meet those needs.
• Manage, monitor and optimise the customer experience (internal and external) of the segment at all touch points    As per business plan

Governance;

• Ad-hoc, operational and tactical meeting
• Set up / participate in ad-hoc and operational meetings 
• Participate and provide input into tactical meetings
• Report at process and functional level

Escalations;

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

Consumer Business Operational

• Set up and manage project status meetings
• Review and identify key risks, issues, and dependencies and set mitigation actions
• Propose any operational changes to management  

Consumer Business Tactical

• Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the Senior Manager.
• Provide input into the review of all promotions initiated;
• Provide the necessary briefs (pricing, brand, retail, CVM, training, terms and conditions, etc) within the timelines stipulated per project.
• Review key risks, issues, and dependencies and set mitigation actions.

Performance

• Review performance of team activities against agreed KPIs and compliance to SLAs, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team
• Create and monitor plan for continuous improvement  As per business plan

Reporting

• Report on a monthly and quarterly basis to management relating to progress made within this sub-division and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary As per business plan

Operational Delivery:

General:

• Operationally execute the Mass segment business plan, focusing on the post-paid customer promotions, aligned with the GTM model; 
• Ensure synergy across the functional areas through effective management of inter-functional relations and activities; 
• Ensure that local business requirements for key Mass Customer Value Management (CVM) are defined, including campaign management and measurement systems;
• Manage the implementation of marketing frameworks for the Mass segment and ensure it is increasing brand presence across the customers in this segment; and
• Manage the segment delivery of the monthly Deal Book – Y’ello Trader ensuring the brief is finalised and communicated within the timelines provided and content is accurately represented.
• Ensure that local Masscustomer contact rules are in compliance within the MTN Group

Value Propositions:

• Work inter-functionally to define the MTN SA’s Mass segment promotions (focused, insights based end-to-end) and collaborate within the function in bringing these value propositions to market; 
• Development of promotional propositions using quantitative and qualitative customer insights; Review and provide input into the business cases for these CVPs.
• Drive and manage the implementation MTN SA‘s Mass segment customer promotions, ensuring alignment to MTN SA’s overall Customer Value Proposition and MTN Group strategy.

QUALIFICATIONS;

• Education / Business Degree   Minimum of 3 year degree/diploma qualification
• Masters advantageous 
• Fluent in English 

Work Experience;    

• Min 5 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
• Manager track record of 3 years or more, with at least 1 year in relevant sector/industry
• Experience in designing customer value propositions with a focus on promotions and driving the implementation of the GTM at an operational level is advantageous
• Experience in continuous improvement through the implementation of best practices
• Worked across diverse cultures and geographies advantageous
• Training   Industry and company required training
• Industry / Certifications   Not Applicable
• Any other specifications   Attitude of Innovation, inventiveness and results driven   
• MS Office (Powerpoint, Word, Excel, and Outlook)   
• Understanding of marketing processes in telecom industry   
• Worked across diverse cultures and geographies

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RESPONSIBILITIES;

Operational effectiveness:

• Perform intermediate to advance troubleshooting on customer queries
• Proactive monitoring of customer circuits/lines and provide proactive feedback and escalations to the relevant parties for resolution. 
• Troubleshooting of WLAN, LAN, VSAT and wireless connectivity.
• Providing telephonic and email support to customers both inbound and outbound.
• Configuration of CISCO and JUNIPER devices.
• Configuration and troubleshooting of firewalls.
• Logging and resolving faults generated by management systems, completing fault resolutions and changes and  closing the ticket only once all relevant parties are satisfied (according to SLA terms).
• Log tickets with 3rd party suppliers, following up and updating clients appropriately.
• Ensure that resolved problems are closed with full and accurate resolution descriptions in the company’s ticketing system.
• Carry out configuration of network devices according to standards.
• Adhere to quality assurance standards with regards to communications with customers 

Service enhancement:

• Escalate to relevent technical teams as per set severities 
• Update clients on all outstanding calls, regularly (within expertise and defined parameters)
• Communicate effectively with customers, colleagues and management especially in times of crisis 
• Manage multiple client requests and ensure customer satisfaction in a demanding environment 

Customer Service:

• Ensure adherence to all network and security policies and processes 
• 90% first call resolution  service centre environment, dealing directly with customers
• Notify the Implementations Team of incorrect client Configurations
• Responsible for resolving client calls (within expertise and defined parameters).
• continually improve all aspects of service delivery.
• Identify trends / patterns pertaining to customer requests and needs and filter this information through to relevant areas of the business to continually improve all aspects of service delivery.
• Feedback reports.

QUALIFICATIONS

Education:

• BSc Degree in Electrical Engineering (Light Current) or 3 year National Diploma in Electrical Engineering (Light Current) or equivalent 3 year qualification and :
• With Valid and complete CCNA 
• With CCNP / CCIP advantageous
• With JNCIA certification advantageous

Experience:

• Minimum of 3 years’ experience in  IP routing within an ISP environment 
• Experience in enterprise WAN environments is beneficial

Training:

• CCNA / JNCA or equivalent certification required for 24/7 work
• Cisco configuration and problem solving
• WAN and LAN technologies
• Client Service – methodologies and techniques
• SLAs
• Product and systems training

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Key Performance Areas:

Key Deliverables;

• Strategy and Project Road mapping
• Understand the overall objectives of EBU within MTN by engaging with the market and other appropriate stakeholders to ensure all project plans and products sold further MTN and the EBU divisions obtainment of their goal.
• Drive engagement with internal partners to define the overall project strategy from concept to execution in alignment with EBU organisation’s priorities and objectives

Project Management and Delivery

• Oversee the production of and approval of project plans, ensuring all deliverables and milestones are appropriately plotted ensuring an achievable and satisfactory outcome.
• Drive comprehensive and thorough internal client and external stakeholders engagement sessions in order to collect all the relevant data and information to ensure a well-coordinated and satisfactory delivery of project needs.
• Develop and review reports focused on project progress based on the achievement of project milestones, maintain a consistent and accurate log and provide guidance and notifications on any project delays or concerns to all the relevant stakeholders.
• Drive synergy across all projects by ensuring that learnings from one project are utilised in all future projects and deliverables, as required.
• Negotiate and manage resource allocations throughout EBU by understanding what resources and capabilities are available and exist within the organisation and allocate them to appropriate projects. 
• Provide appropriate documentation and training to enable successful transition to business as usual, document issues and concerns throughout the project and transition lifecycle to inform future decisions.
• Coordinate with the EBU organisation by actively holding all parties accountable for their portion of the project deliverables (internal and external parties) to measure and track the overall achievement of the projects’ established milestones.
• Develop and update project and transition plans, as and when is needed.

Stakeholder Management

• Act as an interface communicating all essential information and actively managing expectations of all parties involved.

Change Management

• Engage with Business to advise and guide them based on new developments by remaining aware of industry best practices delivering a comprehensive change management system.
• Understand the need for organisational evolution by looking at automation and integration and develop relationships and expertise to assist in these changes.

Governance and Risk Management

• Manage EBU Delivery tools and service providers with automated compliance, monitoring, optimisation and governance.
• Oversee and manage contracts by implementing an effective due diligence process to support clients/partners/all stakeholder selection in line with procurement protocols.
• Participate in the definition of parameters for third-party Service Level Agreements (SLA) and monitor SLA performance indicators to ensure all compliance requirements that are established under contractual agreements between MTN and third-party service partners, are adhered to.

QUALIFICATIONS

• Job Requirements

Education: 

• Minimum of 3-year tertiary degree / diploma. 
• Relevant certification / accreditation / membership with professional body as required for role. 
• Fluent in language of country with basic command of English.

Experience:

• Minimum of 5 years’ experience in a area of specialisation coupled with supervising / managing others.
• Worked across diverse cultures and geographies advantageous.
• Experience working in a small to medium organisation.

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Key Performance Areas: 

• Support the month end process ensuring all transactions have been validated, posted, discrepancies reconciled, and all pending issues resolved prior to generation of Trial Balance.
• Populate all Opco related transactions by 25th of the month extracting from ERP System.
• Scan through all GL postings to ensure transactions are properly recorded into the correct GL account and department.
• Support group reporting requirements – Interim, Hard close and year end reporting
• Provide all required supporting documents to external and internal auditors.
• Validate supporting documents and create new vendors/customers/partner details in the IFS/ERP system.
• Maintain and update fixed asset register (FAR) on monthly basis & FAR reconciliations.
• Calculate depreciation every month, update CWIP and follow up with user department for asset capitalization.
• Validate all Supplier invoices against POs/contracts for all capex related items.
• Prepare bank reconciliations, cash receipts and payments on monthly basis.
• Explore continuous improvements in IFS/ ERP to accommodate simplified and effective internal control processes.
• Support Manager Accounting with monthly Intercompany transactions and cash flow updates in the Hyperion
• Clear all opco validation issues on monthly basis.
• Follow up with Opcos on recovery and ensure working capital improves by coordinating with Finance operations team.
• Provide suggestions for continuous improvements in existing finance processed and procedures.
• Prepare VAT schedules and other supporting documents for quarterly filing.
• Update all Manco on charges on monthly basis in the ERP system.
• Support Manager in preparing Annual statutory Financial Statements of GC 
• Prepare supporting schedules for IFRS adjustments including IFRS 9, 15 & 16
• Support various Ad hoc projects and initiatives.
• Prepare monthly Financial Accounting reports/KPIs.
• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact.
• Provide input into all projects initiated within GC.
• Update financial risk register on regular interval.
• Provide inputs to and ensure adequate risk mitigation and controls.

Job Requirements:

Education:

• Professional Accounting certification - CA / CPA /ACCA (Part/Fully qualified) 
• Minimum 4-year degree in Finance or Business

Experience:

• Minimum of 5 years’ experience in similar area.
• Good understanding of IFRS latest pronouncement.
• Initial audit experience would be plus.
• Proven business partnership record & business acumen preferably in telecom space.
• Good exposure in financial accounting ERP systems.
• High commitment to results (self-starting, opportunity grabber).
• Hyperion / Oracle reporting.
• Fixed asset management.

Competencies:

• Ability to work across cultures and cross functions.
• Working knowledge on Oracle/IFS/any ERP.
• Genuine interest and shows initiative in own professional development i.e. keeping up with best practices, new tools and technologies.
• Data gathering, research and analytical abilities to develop insightful conclusions.
• Advanced Excel skills.
• Ability to work multiple priorities in parallel.
• Ability to develop relationships and influence.
• Takes ownership of work, sets goals/plans, takes initiative.
• Ability to work under pressure and deliver under tight deadlines.
• Passion for analytics and willingness to share this passion.

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RESPONSIBILITIES;

• Context (Global influences, environmental / industry demands, organisational mission etc.)
• Enables MTN Ambition 2025 for increased market share of the Home internet space.
• Fast-paced, highly competitive environment with the need to respond quickly.
• Participative environment – highly diverse and team-focused
• Changing technology and enhancements to current technology

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

Market Insights:

• Develop and collate market insights with supporting recommendations in regard to channel, regional and competitor activities and forecasted trends, to enable go-to-market, sales, marketing and CVM-led campaigns.

Micro Demand Insights:

• Identify the commercial opportunities, through sales and/or marketing insights, by leveraging GIS (geographical information systems) data, including population, social-demographic, consumer segmentation, with network technology, coverage and capacity, aligned with current and planned Home product offerings.
• Create and maintain interactive maps and dashboards that visualise key sales and marketing metrics for informed decision-making.

Regional Performance:

• Provide detailed analysis of the sales performance of the regions, across channels, against business plan and sales targets, aligned to the strategies and plans. This must include a view of inflow, churn and revenue, tracked against the regional network performance measures to maximise efficiency and revenue potential.

Regional Enablement:

• Develop tools, models and frameworks to enable the regions to measure, track and drive performance.

Data Collections and Analysis:

• Collate data from multiple sources to build models to provide GIS-enabled mapping and analysis, utilising external sources (e.g. Stats SA, Africa Analysis) and internal sources (network infrastructure, billing, EVA).

Customer Focus:

• Ensure all recommendations and plans are driven to meet the needs of the customer, and that the needs are derived from data – contribute proactively to the initiation of changes to processes, systems, and methods that will improve the customer experience.

Reporting;

• Generate regular reports and performance metrics related to GIS enablement initiatives.

Competitive Analysis;

• Monitor and access competitors' geographical strategies and make recommendations for improvement.

QUALIFICATIONS:

• Job Requirements (Education, Experience and Competencies)

Education: 

• Minimum of a tertiary qualification in sales, marketing, GIS analysis and/or data analytics

Experience:

• Minimum 3 years experience in the development and planning of sales campaigns based on building data models for geo-targeting/behavioural-targeting/other.
• Minimum 3 years experience in the measurement, tracking and reporting of non-financial performance KPIs for a regional sales model / or similar.
• Minimum 3 years experience in market and/or customer research and insights
• Telecommunication sales experience preferred.

Competencies:

• Attention to detail, critical thinking.
• Analytical thinker - manages the alignment and execution of tactical activities.
• Problem-Solver - Assists in solving business challenges but looks to others for advice and guidance.
• 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.
• Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others.