MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Through ou...
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Responsibilities
Key Performance Areas
Measures (KPIs for job)
Key Job Responsibilities
- Strategy Development and Implementation
- Drive the effective implementation of MTN SA’s Prepaid Products and VAS strategy, with emphasis on client experience (internal and external), ensuring maximum revenue, profitability, continuous improvement and a competitive Net Promoter Score (NPS)
- Provide direction, structure, business plans and support and ensure these are in line with the overall MTN Product strategy, divisional goals, and market needs and requirements
- Identify required resources, personnel and funding to achieve the divisional goals As per business plan
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 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
- Manage budgets
- Sign off / make decisions regarding operational changes
Consumer Business Tactical
- Keep abreast of global and local best practice and make recommendations on leveraging opportunities to the General Manager, Prepaid
- Provide input into the review of all projects initiated
- 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 the Prepaid segment customer base and progress made within the Products and VAS sub-division 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
Budgets
- Manage, monitor and control the budgetary needs of the Prepaid segment Products and VAS sub-division in line with business objectives
- Manage project or initiative budgets in line with business objectives As per business plan
Operational Delivery
- Efficiently drive the project management and delivery (plan, execute and close) of product enhancements and the implementation of new products for core and non-core product portfolios according to the needs of the Prepaid segment and in line with the approved product roadmap;
- Responsible for the achievement of project objectives and overall quality assurance and control throughout the entire project life-cycle;
- Review existing and potential product offerings vis-a vis market research, in line with MTN SA GTM strategy, propose improvements and recommendations for new product initiatives as well as options for coverage aimed at penetrating the Prepaid segment;
- Translate strategies into operational implementation plans and drive the day to day product implementation activities involving projects teams across the necessary functions, aligning operational targets to the Consumer Functional strategy and MTN SA’s business strategy;
- Lead the rollout of new value-added services in the specified areas and also the optimisation, modification and enhancement of existing services;
- Drive best practice, continuous improvement and innovation within core product portfolio, enhancing customer experience;
- Drive digital up-take and VAS margin improvement according to targets set for the Prepaid segment;
- Align core and non-core product portfolio strategies with the Prepaid segment value propositions, customer experience designs, Go To Market strategies and revenue and profitability targets;
- Manage individual products through their lifecycle ensuring optimal levels of investment based on market potential and considering other products and services in development;
- Monitor and assess the market, competitor activity and technological development and propose development of relevant products;
- Liaise with other relevant business areas (e.g. project management, technical, suppliers) on proposed product developments, service features and product implementation, and act as main point of contact; and
- Take active participation in required product planning and investment forums, submitting product development proposals as required.
Collaboration / Coordination
- Collaborate with Stakeholders – Commercial, Technical and Quality Assurance to deliver products and services that meet all business and market requirements;
- Manage inter-functional relations to ensure synergy across the various sub-divisions;
- Liaise with the Brands and Communications sub-division (and other relevant marketing divisions) in defining effective channels for communicating approved initiatives aimed at creating awareness in the Prepaid segment as well as to ensure successful product launches;
- Ensure collaboration with other functional sub-divisions and departments to enhance key elements of the consumer business model; and
- Ensure the team collaborates with Quality Assurance and Internal Audit teams to perform periodic quality and process audits. As per business plan
Qualifications
Job Specifications/ Minimum & Preferred Requirements
- Education / Business Degree
- Minimum of 3year tertiary qualification
- Honors &Masters advantageous
- Fluent in English
Work Experience
- Min 7 years of relevant work experience in a global / multinational business environment (understanding of emerging and mature markets advantageous)
- Manager track record of 5 years or more, with at least 3 years in relevant sector/industry
- Experience in leading change / transformation (marketing) at an operational level advantageous
- Experience in continuous improvement through the implementation of best practices
- Worked across diverse cultures and geographies advantageous
- Telecoms experience advantageous
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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.
Driving Profitable growth for MTN Business
- Achieve new business weekly/ monthly and annual sales targets by managing and targeting new business development opportunities for new customer acquisition to MTN.
- Actively and strategically targeting new business acquisitions
- Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
- Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- Recommend ways to exploit new opportunities to grow the business further
- Provide input into the fine tuning of processes, systems and support in line with changing work practices.
- Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
- Once they close the deal they hand it over to a Revenue Quota bearing sales person
Account management
- Resolve escalated issues or escalate as appropriate.
- Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
- Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
- Prepare reports on account performance as required.
- Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
- Recommend ways to exploit new opportunities to grow the business further
- Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Focus on providing exceptional Customer Experience
- Ensure all customer queries are attended to and resolved within agreed SLA’s.
- Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
- Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
- Provide advice on the best approach to reach the best results.
Ensuring Appropriate Governance and Quality control Measures
- Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
- Maintain quality standards that will enhance the customer experience and cost efficiency.
- Work consistently according to standard operating procedures.
- Analyse situations and take necessary action to ensure quality is maintained.
- Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.
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
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- Identify ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
- Adopt a customer centric approach
- Build employee relations and collaborative teamwork
- Build professionalism, loyalty and commitment to the organization
- Communicate actively and effectively resolving any potential conflicts that may arise
- Have the self insight and flexibility to adapt to different situations
- Live the MTN Brand – change and influence employees behaviour
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:
- Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related
Experience:
- Minimum of 3 years’ experience in an area of specialisation /
- Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
- ICT Experience is preferable
- Experience in Large Enterprise is preferable
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Responsibilities
Key Performance Areas Measures (KPIs for job)
- Manage the implementation of Mobile Money sales initiatives and Channel plans in assigned Business Unit
- Strategically drive effective and efficient Rebalancing Models that deliver the right Liquidity Support in the Ecosystem.
- Ensure supervision and coordination of Mobile financial Services Agents and Merchants to achieve agreed sales targets of the Business Unit
- Review Sales strategies for the Business Unit
- Set goals and objectives for direct reports, monitor progress and maintain motivation levels
- Prepare periodic sales forecasts within agreed budgets and ensured its effective management within the framework set by management.
- Build, manage and maintain a high performing sales team
- Identify staff training and developmental needs and implement necessary actions.
- Develop and execute business initiatives within the Business
- Ensure adequate training of all Merchants and Agents to deliver on sales targets on the ground
- Make regular contacts to key customers to be build strong relationship in the interest of MTN
Strategy Development and Implementation
- Deliver business goals set by EXCO and in accordance with overall OpCo strategy
- Ensure development of Financial Services in general and Mobile Money in particular follows strategic growth plan, with the provision of a clear direction and structure
- Expand and manage the distribution and merchant network
- Put on the market products and services of the highest quality, as soon as possible
- Manage the marketing team towards customer usage and awareness goals, while providing guidance and support as per the business strategy
- Look for new acquisition opportunities of business users
- Develop financial and mobile money ecosystem in local country through strategic partnership
Staff Leadership and Management
- Source, induct and nurture talent in accordance with MTN guidelines
- 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 ‘SMART’ 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
- Performance manage resources in accordance with HR policy and legislation
- 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
- Adhoc, Operational and Tactical Meeting
- Set up / participate in adhoc and operational meetings
- Participate and provide input into tactical meetings
- Ensure regulations are always complied with, through strict respect of rules set up by regulators
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 impact if not resolved
- Manage and provide solutions to issues that require formal resolution
Opco Operational
- Set up and manage project status meetings; manage budgets
- Ensure Financial Services Sales and Channels business processes are implemented and used efficiently
- Work closely and effectively with GSM’s Sales and Distribution to improve distribution performances
- Safeguard segregation of duties and separation of roles
Performance
- Review and evaluate performance of own staff against agreed KPIs
- Assess and monitor plan for continuous improvement
- Review performance of distribution management agencies against agreed KPIs
- Review SLAs
- Ensure alignment between SSH, Centre of Excellence, Opco and Group Management Service As per business plan
Reporting
- Report on a regular basis to the Head of Financial Services about progress made and potential issues, all in accordance with the measurement metrics set by the OpCo
- Develop and produce daily, weekly, monthly, quarterly and annual reports as and when required
- Report on an adhoc basis on specific management requirements as and when necessary
- Track daily performances and achievements against targets and KPIs. Report to top management and team to improve strategy implementation
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
Business Analysis
- Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
- Identify ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
Budgets
- Manage Regional Financial Services Sales and Channels budget in line with business objectives
- Make sure to operate within budget and that operations are cost-effective, in line with a least cost operating strategy
- Develop business case and motivate for additional budget and resources when required
Operational Delivery
- Managerial / Supervisory Responsibilities
- Coach and mentor direct reports to ensure staff motivation is high
- Ensure skill transfer for staff development, motivation and business continuity
- Guide and direct suppliers and third-parties in achieving OpCo objectives
- Identify staff training and development needs and implement necessary actions
- Get strongly involved in the development and execution of all training programs, in order to meet the needs of the customer and the organization
- Recruit, develop and retain human resources to maximize potential
- Manage team (including recruitment, on-boarding, attrition)
- Set goals and objectives for direct reports, monitor progress and maintain motivation
- Provide an advisory function on governance and best practices in client experience
Role Dependencies
MTN Policies and Procedures
- Work Experience
- Minimum of five (05) years’ Distribution Management experience (with a proven track record and attention to detail) in relevant industries (Mobile Money distribution, FMCG, GSM distribution…)
- Minimum of three (03) years’ experience continuously managing a distribution-oriented team towards success in relevant industries (Mobile Money distribution, FMCG, …)
- Demonstrated commitment to getting the job done
- Strong operational experience in field visit to understand the day-to-day growth of the network
- Strong experience in expending and managing the distribution of a mass market product or service
- Demonstrated experience in building a distribution network from the start and managing its expansion
- Worked across diverse cultures and geographies advantageous
- Strong experience in customer data a big plus
Qualifications
Job Specifications/ Minimum & Preferred Requirements
- Education / Business Degree
- Bachelor’s degree in Business or related field / MBA advantageous
- Proof of continuing education through courses, personal development and seminars desirable
- Training / Certifications - Any mobile money-related training is considered a plus
- Industry(ies) - Telecommunications (Mobile Money Distribution, GSM Distribution) / FMCG / Distribution Management agencies
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Responsibilities
Mission/ Core purpose of the Job
- The Senior Manager Next Generation BSS role is a member of MTN Group Technology IT Strategy and Architecture team, to lead the transformation of our charging and billing systems through the integration of AI and Generative AI technologies. This role combines deep telecommunications BSS expertise with cutting-edge AI capabilities to create next-generation revenue management solutions across MTN
- The team are focused on driving the digitization and innovation strategy across MTN’s markets through technology leadership and collaboration with the relevant stakeholders to enable new growth engines, achieve operational excellence, deliver superior customer experience and unlock value through TCO reduction as part of the PACE strategy. The role will focus on driving the design and delivery of creating cutting edge AI solutions for Next Generation BSS/OSS technology domains through AI journeys, processes, models and KPIs.
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
- The Senior Manager Next Generation BSS role will have the following responsibilities:
- Lead and co-create cross functionally with other BUs (e.g. CBU, Digital, EBU), MTN platform businesses (e.g. Fintech) and other stakeholders and execute their AI journey. Design AI-first businesses.
- Conceptualise and design full stack AI enabled BSS solutions - AI infrastructure and tools / environment selection, AI/ML model development and deployment, AI applications. AI Architecture, Business Architecture, Customer Insight & Segmentation, Data Mining, Optimization, Big Data Technologies.
- Strategic consulting, implementation, and support for our operating companies, advising and solutioning for AI enabled BSS at scale –
- Guide development teams in implementing AI/ML models within BSS workflows
- Establish best practices for AI model governance and billing accuracy
- Collaborate with data scientists to optimize AI models for billing use cases
- Lead proof-of-concept initiatives for emerging AI technologies in BSS
- Strategic thinking, in-depth understanding of business drivers, deep knowledge of legacy & emerging technologies. AI specific BSS strategy development - “as is” and “to be” scenarios, followed by gap analysis, options development, and technology/execution roadmap.
- Facilitate Collaborations and Partnerships - Collaborate with strategic partners and organisations in bringing industry consortium solutions together. Innovation through partnering, an eco-systems approach.
- Define Next Gen AI BSS value realization framework; Track and report key impact metrics across user cases in different domains to stakeholders
- Establish community of practice within MTN. Drive roadshows to increase awareness
- Ensure governance model and processes adopted in Opco(s) is in alignment to the established reference standards; conduct reviews, identify issues, and determine root cause, and improve processes to prevent recurring issues
- Ability to network across new areas and build strong and trusted business relationships
Deliverables
- Next GenBSS AI Reference architecture and framework
- Next Gen BSS AI Value Realization Framework
- Quarterly roadmap for AI/ML feature implementation across OpCos
- Monthly AI/GenAI model performance reports in collaboration with the BSS strategic partners
- Drive the AI Community of Practice through dedicated IT Circle ( tribes, squads) to drive AI products
- AI adoption business case framework and Business cases for scenarios related to products and services enabled by AI/GenAI at the core, AI enabled High Volume Journeys ; collaboration on network optimization use cases
- AI standards, policies, guidelines alignment for Next GenBSS
- AI governance framework for billing operations
- AI emerging trends in the BSS domain with a 3 year roadmap
- Conceptualize and Ideate future AI solutions in the BSS domain through Proof of Concepts with strategic partners
Qualifications
Education:
- Minimum 4-year relevant Academic Degree with Honours (B Eng / BSc Degree Preferred)
- MBA / Masters advantageous
- English (French and/or Arabic advantageous)
- Relevant certification/accreditation/membership with professional body as required for role (e.g. AWS Certified ML Speciality, AI 900 – Microsoft Azure AI fundamentals, AI -102 Designing and implementing a Azure AI solution)
Experience:
- Manager track record of 5 years or more.
- Minimum of 10 years’ of overall experience in IT with proficiency in computer languages associated with different components in the AI solution life-cycle: data collection, data manipulation, feature extraction, model creation, solution architecture, development and operationalization of the solution (e.g. Linux; Docker; Python, SQLAlchemy; Java; JavaScript: Angular)
- 8+ years of experience in BSS/OSS architecture, with focus on charging and billing systems
- Strong understanding of modern charging systems (online charging, convergent charging) E/// BSS portfolio, Huawei BSS portfolio
- Minimum of 5 years’ experience building and optimizing AI based solutions (using appropriate tools and libraries, e.g. Tensorflow, Keras, scikit learn, Prophet, RAPIDs (NVIDIA), Pandas, matplotlib) within a cloud native paradigm
- Minimum 2 years’ experience in creating and serving AI Cloud solutions for different data modalities (e.g. image, machine telemetry, time-series, text, structured data) and GenAI LLM enabled solutions in the customer experience space
- Minimum 2 years’ experience engaging and working with eco-system partners and vendors in the AI and automation fields
- Hands on experience working on AWS, Azure, Google Cloud building AI, Machine Learning systems. Ability to review code and designs.
- Proficiency in Infrastructure as a Service, Platform as a Service and related concepts on the public cloud.
- Demonstrated specialised technical and strategic leadership through customer engagements, deliverables, and presentation of AI solutions.
- Appropriate certification in AI/ML fundamentals and engineering technologies ( e.g. Azure, AWS or GCP AI certifications)
- Experience in working across diverse cultures and geographies is advantageous
- Strong communication skills, including the ability to communicate complex messages and ideas and influence decision-makers
- Excellent presentation skills and experience in public speaking
Method of Application
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