Manager: ICT Order Management at MTN

Mission:

• To provide support in the MTN South Africa Enterprise ICT Team from an operations perspective in order to achieve business growth targets across all vertical markets. This manager function will sustain an effective service operating model for the Connectivity and ICT Solutions within MTN Business. To ensure effective management of staff, processes and systems that support the ICT operational functions and to ensure optimal implementation and delivery of end-to-end customer service to MTN Enterprise Business segment customers in line with the Customer Experience and the Enterprise Business Unit Strategies. This includes the following functions: ICT Client onboarding, end-to-end order management from opportunity to billing activation, management of the cancellation process, client attrition initiatives, attending to account queries and provide associated progress reporting in line with defined KPIs.

Key Performance Areas: 
Driving Profitable Growth for MTN Business

• Ensure that operational targets are met and are in-line with overall ICT business objectives
• Ensuring Operational Excellence
• Manage and coordinate the ICT client onboarding process
• Manage and coordinate end-to-end order management from opportunity to billing activation
• Manage and effective service cancellation process
• Manage and execute the right forecasting and reporting processes and procedures across the business
• Drive and ensure that a process is in place for seamless handover between all divisions
• Effective budget management 

Pro-Active Retention and Churn Management 

• Pro-actively work on increasing retention and reducing churn for the ICT Business
• Improve the overall efficiencies in the ICT Business’ order to cash processes.
• Validate and track credit note provisioning.
• Drive client retention through effective service delivery and continuous improvement
• Ensure and drive delivery against agreed SLA’s and contract deliverables

Focus on providing exceptional Client Experience

• Focus on providing exceptional Client Experience and ensure Mean-time-to-Serve (MTTS) target are met
• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Ensure that regular surveys are conducted to monitor client satisfaction
• Ensure by working closely with sales team that a premium service is provided to our clients
• Ensure that Real-time tracking of progress on all outstanding orders
• Ensure effective and efficient service escalation processes are in place
• Act as custodian for customer queries across the business

Instilling appropriate Employee Excellence 

• Lead, develop and coach the ICT Operation service team
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Lead to ensure that the MTN Business ICT Operations service team is the best place to work
• Drive to improve employee engagement through the GCA
• Ensure the attraction, development and retention of staff
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Ensuring appropriate Governance and Control measures 

• Ensure team compliance of relevant policies and procedures
• Drive the Implementation of proper controls to ensure data quality 
• Drive the Implementation of proper controls and processes to minimise revenue leakage
• Drive and ensure that proper project controls are in place to manage financial and operational risks across the business 

Operational Delivery: Business Analytics and reporting

• Monitor, collect, evaluate and assess relevant data (trends, activities etc) and produce reports that can be used to support the ICT business performance measurements from sales opportunity to cash.
• Provide in-depth analysis on all operational activities and to compile recommendations for improving the trading position, performance of MTN SA’s ICT business
• Prepare end-to-end performance reports for the ICT business
• Report on an ad hoc basis on specific projects as and when necessary

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model 

Risk management

• Governance: Adhoc, operational and tactical meeting
• Set up / participate in adhoc 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 the ICT business performance
• 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

Collaboration / Coordination 

• Liaise effectively with all stakeholders across the ICT business
• Maintain good communication and relationships across the department

Functional improvement

• Identify ways to optimise policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for client delivery within the scope of the value stream or impacting processes and systems 
• Collaborate with the business transformation teams to design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Minimum Requirements - 

Education:

• Matric
• Minimum 3-year tertiary degree/diploma (Bachelor of Commerce or Business qualification or equivalent)

Experience:

• Minimum of 3-5 years in Enterprise ICT environment.
• Experience in working in matrix structures and leading through influence and cross-collaboration
• Proven track record in working in an operational environment

Training:

• Must have advanced analytical and problem-solving skills, as well as a strong knowledge of current industry practices including measured profitability approaches.
• Attitude of Innovation, inventiveness & thought leadership
• Must have good knowledge of Data Warehouse Management 
• MS Office (Word, Excel, and Outlook)
• SAS and MS Power BI
• Understanding of bid processes in telecom industry
• Worked across diverse cultures and geographies