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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Job Description
- Context (Global influences, environmental / industry demands, organisational mission etc.)
- Fast moving industry with constantly changing business requirements and technologies
- Fluid complexities of customer expectations and demands
- Highly competitive market with new and established competitors and aggressive competitor strategy and
- delivery
- Highly dynamic and fluctuating Telecommunications and ISP industry
- Total customer experience for MTN brand
- Constantly changing consumer and market needs
- Market dynamics and developments
- MTN policies, processes and procedures
- Regulatory industry norms govern MTN and partners
- Highly pressurized, deadline-driven environment
- Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
- Participative environment – highly diverse and team-focused
Responsibilities
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Deliverables
- Provide assistance to clients and staff (on-site if required) with hardware installations during and after hours.
- Provide effective incident and/or task management and resolution through updating, logging or escalate
- incidents and /or faults in Remedy and other systems if required
- Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline and incident severity.
- Provide post sales support and maintenance of client networks if required
- Translate and implement customer business requirements into a technical solution.
- Ensure effective resolutions of escalated complex problems and escalate to high level support if required.
- Maintain high standards of quality during incident resolution and customer implementation.
- Ensure all client documentation is created/updated post implementation phase.
- Execute projects according to project schedules.
- Prepare co-locations space in MTN data centres and assist customers with installation of equipment if required
- Provide onsite hosting support if required
- Technical Vetting of customer designs
Qualifications
Job Requirements (Education, Experience and Competencies)
Education:
Matric or equivalent
- 3-year Degree / Diploma in Technology Systems (Telecommunication Management / Information Technology)
- or related
- CCIP/CCNP working towards CCIE certification
- Juniper JNCIA M-Series Certification advantageous
- IT related National Diploma or Degree advantageous
Experience:
- Minimum 5 years ISP experience in similar role
- Minimum 5 years CISCO or JUNIPER experience
- Minimum 3 years customer facing experience
- VOIP experience advantageous
- Security experience advantageous
Training:
- Cisco Network configuration and problem solving
- WAN and LAN technologies
- Linux/Unix
- Client Service – methodologies and techniques
- SLAs
- Product and systems training
go to method of application »
Job Description
- The Head of Customer Experience is responsible for leading and managing the customer experience strategy within the Converged Solutions business unit.
- The Head of Customer Experience oversees SLA management, service helpdesk operations, and incident & problem management, ensuring a consistent and superior service delivery aligned with business objectives. They drive initiatives to optimize operational readiness, improve response times, and foster a customer-centric culture.
- Further to refine processes to minimize disruptions and enhance service reliability and Implement strategies to ensure teams are prepared to meet customer needs and drive continuous improvement.
Responsibilities
Strategic Leadership & Implementation
- Lead the development of the Customer Experience (CX) strategy aligned with the Converged Solutions business unit’s objectives, ensuring customer satisfaction, operational excellence, and continuous improvement are key drivers.
- Implement the CX strategy by identifying critical touchpoints and areas for improvement across the customer journey, ensuring seamless interaction between customers and the business.
- Collaborate with senior leadership and other departments (e.g., operations, sales, marketing, and IT) to integrate customer experience initiatives into broader business goals.
- Regularly assess and refine the strategy to accommodate new technologies, evolving customer needs, and business demands, ensuring the strategy remains future-focused and competitive.
- Develop and ensure execution of a strategic plan for effective Service Operations. Set strategic goals for operational efficiency and increased productivity
- Integrate and drive synergies on business streams and fostering alignment to and governance requirements among the different sub-divisions.
- Drive effective change management where necessary supporting strategy implementation
- Provide guidance and expertise with regards business plans and execution alignment to Regional performance
Customer Service Operations Delivery Excellence
- Lead a cross-functional team to deliver on customer services, thereby enabling the core teams to drive sales and innovation within the Business Lines. Provide oversight and leadership to ensure day-to-day operational systems and processes enable the channel to reach set goals, progress, removing obstacles of key initiatives
- Ensure the operational readiness of the Converged Solutions business unit, with a focus on adopting and scaling new technologies and processes that enhance customer support.
- Oversee the service helpdesk operations, ensuring that they are optimized to provide fast, efficient, and customer-centric support, with measurable improvements in response times.
- Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.
- Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements.
- Lead the development and management of SLAs, ensuring that internal and external service level targets are clearly defined, tracked, and achieved.
- Collaborate with key stakeholders, including vendors and internal teams, to monitor and assess performance against SLAs, ensuring alignment with customer expectations and business objectives.
- Implement corrective actions when SLA performance dips below expected levels, identifying root causes and driving service improvements.
- Oversee the Incident & Problem Management function, ensuring timely and effective resolution of service incidents and problems.
- Conduct root cause analysis for recurring issues, implementing strategies to prevent future incidents and proactively enhance system resilience.
- Develop a framework for escalation management, ensuring clear communication and coordination between teams during critical incidents.
- Develop and maintain operational processes and frameworks that support the consistent delivery of high-quality services, ensuring that teams are prepared to manage both current and emerging customer needs.
- Define the standards and set targets for operational performance across the Customer Experience area and identify the parameters for measurement of performance.
- Maximize efficiency and productivity through the process analysis and interdepartmental collaboration. Mobilise resources, and develop processes and systems to ensure delivery of targets
- Act on significant deviations from defined performance metrics
Continuous Improvement
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution Portfolios.
- Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace.
- Lead initiatives to integrate new technologies into customer support and service processes, ensuring they align with operational objectives and enhance the customer journey.
- Partner with business transformation teams to ensure that processes, systems, and people are ready for changes in customer service delivery, aligning with broader company transformation goals.
- Drive continuous improvement initiatives by analyzing customer feedback and identifying opportunities to enhance the overall customer experience.
- Lead efforts to capture and leverage customer insights, ensuring they inform future service improvements and operational changes.
- Develop and implement key performance indicators (KPIs) to monitor the success of improvement initiatives and track customer satisfaction.
- Assess, develop, propose and implement new models and structures for delivering required results and service experience
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
- Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own teams.
Customer Experience and Satisfaction
- Monitor and analyse Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data to identify trends, areas for improvement, and actionable insights.
- Develop and implement strategies to improve customer satisfaction and loyalty, ensuring that customer feedback is effectively incorporated into product and service enhancements.
- Collaborate with cross-functional teams to address key pain points in the customer journey, resolving issues that negatively impact customer experience.
- Ensure that customer-facing processes are optimised for efficiency, quality, and consistency, aligning with customer expectations and company standards.
- Track and report on the performance of customer satisfaction initiatives, providing insights and recommendations to senior leadership.
Cost Control/ Budget Management
- Forecast, plan, develop and review budgets that provide MTN with return on investment for the Customer Experience area and seek OPCO approval thereof
- Develop and manage the budget in line with business objectives and collaborate closely with finance business partners and executives in the process
- Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
- Ensure that the “cost of operations” is reduced, in line with a least cost operating strategy stemming from the business drivers. Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
- Ensure that all MTN company financial targets are met
- Ensure Vendor & IT costs are effectively managed
Governance, Policies and Procedures
- Design policies that align with overall strategy
- Implement efficient processes and standards within area of responsibility
- Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
- Responsible for a predictive risk view (financial and sales) from an MTN perspective
- Check, analyse and understand regulatory and technological environments and shifts which impact the business, continuously. Includes pre-empting the impact thereof on retail channels, as well as identifying different opinions and making recommendations to relevant and affected parties
- Ensure that processes and programmes are in place to prevent and mitigate fraud and organised crime so as to achieve measurable results for channel growth and fraud reduction and risk mitigation
People Leadership /Management
- Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
- 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 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 team by living the 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
- 3-year degree equivalent / 4-year tertiary qualification (Technical/ Commercial) or related
- Master’s Degree in Business Administration (MBA) or Postgraduate qualifications in Customer Experience, Service Design, or Technology Adoption (Preferred).
Experience
- Minimum of 10 years in customer experience management or a similar role, with a demonstrated track record of developing and executing customer experience strategies in a complex, technology-driven environment.
- Proven experience in operational readiness and service delivery management, including managing service helpdesk operations, SLA compliance, and customer support initiatives.
- Experience leading incident & problem management functions, with a focus on proactive problem-solving and root cause analysis to drive continuous improvement.
- Experience managing cross-functional teams, fostering collaboration between customer support, operations, IT, and other departments
- Technology adoption experience, particularly within customer service frameworks
- Experience working in a telecommunications, technology, or converged solutions environment is highly desirable.
Required Skills
- Customer Journey Mapping
- Customer Relationship Management
- Incident and Problem Management Systems
- Project management
- SLA Management and Reporting
- Service Management Tools
go to method of application »
Responsibilities
Strategy Development
- Lead the development and execution of end-to-end comprehensive Solutions within Business Line (BL) area in alignment with the broader Business Line and MTN organizational goals, focusing on innovation, time-to-market improvements, and continuous enhancement of solutions. The strategy should ensure future readiness of the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
- Drive the growth strategy for business line solution/s and commit to sales targets to realise aspirations in alignment with overall Business Line sales teams and Leadership. Provide input into overall Business line strategy.
- Lead solution-specific annual plans in harmony with the overarching business line objectives and strategy.
- Lead the efficient implementation of the solution-specific strategy within the team and business line by providing guidance and cutting-edge methodologies, frameworks, models, and roadmaps.
- Continually assess the needs of customers, emerging market trends and competitive opportunities in defining and evolving the Strategy.
Business Line Solution Leadership (End-to-End)
- Lead a multi-functional, unified team comprised of pre-sales, product management, engineering and delivery to spearhead the development and profitability of innovative new solution development and enhancements to existing products (if applicable) and solutions. This includes:
- Lead and oversee pre-sales activities to support business development efforts, working closely with sales teams to understand customer needs and ensure that proposed solutions meet technical and business requirements.
- Build and maintain strong pre-sales capabilities within the business line, developing frameworks and training programs that empower pre-sales teams to deliver effective solutions tailored to client needs.
- Collaborate with and provide direction to the Product, Engineering/ Platform teams to ensure each solution aligns with the overall business strategy and meets customer demands.
- Drive continuous improvement and innovation within the solution development process to accelerate time-to-market, enhance solution maturity, and ensure scalability.
- Ensure that every solution contributes positively to the bottom line, balancing innovation with financial sustainability.
- Lead cross-functional delivery teams, ensuring that all stakeholders (engineering, product management, platform teams, technical pre-sales, and customer support) are aligned and working toward shared delivery goals.
- Prioritize customer satisfaction in every stage of the delivery process by ensuring that solutions are delivered in line with customer expectations, contractual obligations, and service level agreements (SLAs).
- Establish and maintain robust feedback loops with customers, using delivery performance as a way to build stronger customer relationships and drive future sales.
- Ensure the delivery team adopts a customer-centric mindset, with regular check-ins and clear communication to address customer needs, resolve issues, and maintain high levels of satisfaction.
- Provide input into all performance metrics across area of responsibility to ensure optimum performance and monitor these consistently in order to identify improvement opportunities. Highlight significant deviations from defined performance targets and metrics and consolidate recovery plans, ensuring proactive management of issues and risks.
- Build and maintain strong relationships with key stakeholders both internally and externally, ensuring alignment on business objectives and fostering a customer-centric approach across the business line.
Business Operations Leadership
- Develop and design area’s Service Level Agreements (SLA’s) to ensure that contractual agreements are met for clients and all parties involved.
- Engage and lead the partnerships between BAU functions and outside partners to help develop products and initiatives, based on synergies that may exist between across portfolio function/ products
- Establish and implement an integrated project management model by understanding all aspects of project management, in turn delivering complete and comprehensive projects.
- Manage and oversee project documents, including all SLA’s and project scopes, to ensure fair and realistic standards have been set, along with appropriate deadlines.
- Identify areas within functional business processes for potential automation, by overseeing the function (including Presales, Products and Solutions) and optimising functionality throughout the function.
- Develop business processes and serve as subject-matter expert for process improvements, as they are built to scale by development teams.
- Oversee multiple functional units within across area of responsibility, by engaging with leaders and teams, ensuring consistency and optimal performance on all aspects of outputs.
- Oversee, review and approve the preparation and submission of all key functional reports required ensuring accuracy, timeliness, and strategic alignment.
- Continuously manage and review the performance and deliverables of direct and indirect reports to ensure that the goals and objectives are achieved. Ensure service delivery excellence at all times within area of responsibility.
- Work with marketing function and team to develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
- Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies, and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models
Financial Management/ Budget and Cost Control
- Enhance ROI by leveraging and developing future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
- Collaborate closely with the Business Line leadership and account teams to devise annual budgets and sales targets.
- Manage the budget by taking full responsibility for the overall Profit and Loss (P&L) of assigned solution/s and strive to deliver a comprehensive financial forecast with defined bi-annual, annual and multi-year milestones, focusing on cost optimization, revenue growth, and margin improvement.
- Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
- Identify areas for cost-saving in delivery without compromising quality, ensuring that each solution is commercially viable and contributes positively to the business line’s P&L.
- Prepare regular financial reports and presentations for senior management and other key stakeholders
- Ensure Vendor & IT and other costs are effectively managed.
Governance, Risk and Reporting
- Develop and supervise the implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations.
- Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
- Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned.
- Implement and enforce stringent quality assurance processes to ensure that delivered solutions meet the highest standards of reliability, security, and performance.
- Ensure delivery of solutions meet predefined quality standards and passing compliance audits without issues.
- Identify and manage partners, and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions.
- Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solution/s products
Continuous Improvement
- Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
- Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
People Leadership /Management
- Set integrated goals and objectives for the team in order to achieve a future-focused, future-fit high-performing organisation.
- 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 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 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.
- Development plans in place for all employees
- Employee engagement index
Qualifications
- 3-year degree equivalent / 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
- MBA / Masters Advantageous
Experience
- Minimum 10+ years’ experience including:
- Sales & Commercial
- Senior Management experience in a commercial/telecommunications environment
- Worked across diverse cultures and geographies
- Proven track record of successfully launching and managing innovative solutions in a fast-paced environment.
- Proven track record of end-to-end Growth Strategy and P&L Management
- Experience in overseeing cross-functional teams including product development, pre-sales, platform teams, and service delivery, ensuring alignment and collaboration across the entire solution lifecycle.
- Solution-specific experience and knowledge
Required Skills
- Agile and Lean Methodologies
- Multi-disciplinary leadership
- OEM certification for the line of business will be advantageous P&L and Financial Management
- Sales, Pre-Sales and Customer Engagement
- Solution-specific tech proficiency (e.g. AI)
go to method of application »
Responsibilities
Strategy Development
- Lead the development and execution of end-to-end comprehensive Solutions within Business Line (BL) area in alignment with the broader Business Line and MTN organizational goals, focusing on innovation, time-to-market improvements, and continuous enhancement of solutions. The strategy should ensure future readiness of the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
- Drive the growth strategy for business line solution/s and commit to sales targets to realise aspirations in alignment with overall Business Line sales teams and Leadership. Provide input into overall Business line strategy.
- Lead solution-specific annual plans in harmony with the overarching business line objectives and strategy.
- Lead the efficient implementation of the solution-specific strategy within the team and business line by providing guidance and cutting-edge methodologies, frameworks, models, and roadmaps.
- Continually assess the needs of customers, emerging market trends and competitive opportunities in defining and evolving the Strategy.
Business Line Solution Leadership (End-to-End)
- Lead a multi-functional, unified team comprised of pre-sales, product management, engineering and delivery to spearhead the development and profitability of innovative new solution development and enhancements to existing products (if applicable) and solutions. This includes:
- Lead and oversee pre-sales activities to support business development efforts, working closely with sales teams to understand customer needs and ensure that proposed solutions meet technical and business requirements.
- Build and maintain strong pre-sales capabilities within the business line, developing frameworks and training programs that empower pre-sales teams to deliver effective solutions tailored to client needs.
- Collaborate with and provide direction to the Product, Engineering/ Platform teams to ensure each solution aligns with the overall business strategy and meets customer demands.
- Drive continuous improvement and innovation within the solution development process to accelerate time-to-market, enhance solution maturity, and ensure scalability.
- Ensure that every solution contributes positively to the bottom line, balancing innovation with financial sustainability.
- Lead cross-functional delivery teams, ensuring that all stakeholders (engineering, product management, platform teams, technical pre-sales, and customer support) are aligned and working toward shared delivery goals.
- Prioritize customer satisfaction in every stage of the delivery process by ensuring that solutions are delivered in line with customer expectations, contractual obligations, and service level agreements (SLAs).
- Establish and maintain robust feedback loops with customers, using delivery performance as a way to build stronger customer relationships and drive future sales.
- Ensure the delivery team adopts a customer-centric mindset, with regular check-ins and clear communication to address customer needs, resolve issues, and maintain high levels of satisfaction.
- Provide input into all performance metrics across area of responsibility to ensure optimum performance and monitor these consistently in order to identify improvement opportunities. Highlight significant deviations from defined performance targets and metrics and consolidate recovery plans, ensuring proactive management of issues and risks.
- Build and maintain strong relationships with key stakeholders both internally and externally, ensuring alignment on business objectives and fostering a customer-centric approach across the business line.
Business Operations Leadership
- Develop and design area’s Service Level Agreements (SLA’s) to ensure that contractual agreements are met for clients and all parties involved.
- Engage and lead the partnerships between BAU functions and outside partners to help develop products and initiatives, based on synergies that may exist between across portfolio function/ products
- Establish and implement an integrated project management model by understanding all aspects of project management, in turn delivering complete and comprehensive projects.
- Manage and oversee project documents, including all SLA’s and project scopes, to ensure fair and realistic standards have been set, along with appropriate deadlines.
- Identify areas within functional business processes for potential automation, by overseeing the function (including Presales, Products and Solutions) and optimising functionality throughout the function.
- Develop business processes and serve as subject-matter expert for process improvements, as they are built to scale by development teams.
- Oversee multiple functional units within across area of responsibility, by engaging with leaders and teams, ensuring consistency and optimal performance on all aspects of outputs.
- Oversee, review and approve the preparation and submission of all key functional reports required ensuring accuracy, timeliness, and strategic alignment.
- Continuously manage and review the performance and deliverables of direct and indirect reports to ensure that the goals and objectives are achieved. Ensure service delivery excellence at all times within area of responsibility.
- Work with marketing function and team to develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
- Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies, and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models
Financial Management/ Budget and Cost Control
- Enhance ROI by leveraging and developing future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
- Collaborate closely with the Business Line leadership and account teams to devise annual budgets and sales targets.
- Manage the budget by taking full responsibility for the overall Profit and Loss (P&L) of assigned solution/s and strive to deliver a comprehensive financial forecast with defined bi-annual, annual and multi-year milestones, focusing on cost optimization, revenue growth, and margin improvement.
- Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
- Identify areas for cost-saving in delivery without compromising quality, ensuring that each solution is commercially viable and contributes positively to the business line’s P&L.
- Prepare regular financial reports and presentations for senior management and other key stakeholders
- Ensure Vendor & IT and other costs are effectively managed.
Governance, Risk and Reporting
- Develop and supervise the implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations.
- Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
- Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned.
- Implement and enforce stringent quality assurance processes to ensure that delivered solutions meet the highest standards of reliability, security, and performance.
- Ensure delivery of solutions meet predefined quality standards and passing compliance audits without issues.
- Identify and manage partners, and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions.
- Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solution/s products
Continuous Improvement
- Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
- Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
People Leadership /Management
- Set integrated goals and objectives for the team in order to achieve a future-focused, future-fit high-performing organisation.
- 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 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 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.
- Development plans in place for all employees
- Employee engagement index
Qualifications
- 3-year degree equivalent / 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
- MBA / Masters Advantageous
Experience
- Minimum 10 + years’ experience including:
- Sales & Commercial experience
- Senior Management experience in a commercial/telecommunications environment
- Worked across diverse cultures and geographies
- Proven track record of successfully launching and managing innovative solutions in a fast-paced environment.
- Proven track record of end-to-end Growth Strategy and P&L Management
- Experience in overseeing cross-functional teams including product development, pre-sales, platform teams, and service delivery, ensuring alignment and collaboration across the entire solution lifecycle.
- Solution-specific experience and knowledge preferred
Required Skills
- Agile and Lean Methodologies
- Multi-disciplinary leadership
- OEM certification for the line of business will be advantageousP&L and Financial Management
- Sales, Pre-Sales and Customer Engagement
- Solution-specific tech proficiency (e.g. AI)
go to method of application »
Responsibilities
Strategy Development
- Lead the development and execution of end-to-end comprehensive Solutions within Business Line (BL) area in alignment with the broader Business Line and MTN organizational goals, focusing on innovation, time-to-market improvements, and continuous enhancement of solutions. The strategy should ensure future readiness of the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
- Drive the growth strategy for business line solution/s and commit to sales targets to realise aspirations in alignment with overall Business Line sales teams and Leadership. Provide input into overall Business line strategy.
- Lead solution-specific annual plans in harmony with the overarching business line objectives and strategy.
- Lead the efficient implementation of the solution-specific strategy within the team and business line by providing guidance and cutting-edge methodologies, frameworks, models, and roadmaps.
- Continually assess the needs of customers, emerging market trends and competitive opportunities in defining and evolving the Strategy.
Business Line Solution Leadership (End-to-End)
- Lead a multi-functional, unified team comprised of pre-sales, product management, engineering and delivery to spearhead the development and profitability of innovative new solution development and enhancements to existing products (if applicable) and solutions. This includes:
- Lead and oversee pre-sales activities to support business development efforts, working closely with sales teams to understand customer needs and ensure that proposed solutions meet technical and business requirements.
- Build and maintain strong pre-sales capabilities within the business line, developing frameworks and training programs that empower pre-sales teams to deliver effective solutions tailored to client needs.
- Collaborate with and provide direction to the Product, Engineering/ Platform teams to ensure each solution aligns with the overall business strategy and meets customer demands.
- Drive continuous improvement and innovation within the solution development process to accelerate time-to-market, enhance solution maturity, and ensure scalability.
- Ensure that every solution contributes positively to the bottom line, balancing innovation with financial sustainability.
- Lead cross-functional delivery teams, ensuring that all stakeholders (engineering, product management, platform teams, technical pre-sales, and customer support) are aligned and working toward shared delivery goals.
- Prioritize customer satisfaction in every stage of the delivery process by ensuring that solutions are delivered in line with customer expectations, contractual obligations, and service level agreements (SLAs).
- Establish and maintain robust feedback loops with customers, using delivery performance as a way to build stronger customer relationships and drive future sales.
- Ensure the delivery team adopts a customer-centric mindset, with regular check-ins and clear communication to address customer needs, resolve issues, and maintain high levels of satisfaction.
- Provide input into all performance metrics across area of responsibility to ensure optimum performance and monitor these consistently in order to identify improvement opportunities. Highlight significant deviations from defined performance targets and metrics and consolidate recovery plans, ensuring proactive management of issues and risks.
- Build and maintain strong relationships with key stakeholders both internally and externally, ensuring alignment on business objectives and fostering a customer-centric approach across the business line.
Business Operations Leadership
- Develop and design area’s Service Level Agreements (SLA’s) to ensure that contractual agreements are met for clients and all parties involved.
- Engage and lead the partnerships between BAU functions and outside partners to help develop products and initiatives, based on synergies that may exist between across portfolio function/ products
- Establish and implement an integrated project management model by understanding all aspects of project management, in turn delivering complete and comprehensive projects.
- Manage and oversee project documents, including all SLA’s and project scopes, to ensure fair and realistic standards have been set, along with appropriate deadlines.
- Identify areas within functional business processes for potential automation, by overseeing the function (including Presales, Products and Solutions) and optimising functionality throughout the function.
- Develop business processes and serve as subject-matter expert for process improvements, as they are built to scale by development teams.
- Oversee multiple functional units within across area of responsibility, by engaging with leaders and teams, ensuring consistency and optimal performance on all aspects of outputs.
- Oversee, review and approve the preparation and submission of all key functional reports required ensuring accuracy, timeliness, and strategic alignment.
- Continuously manage and review the performance and deliverables of direct and indirect reports to ensure that the goals and objectives are achieved. Ensure service delivery excellence at all times within area of responsibility.
- Work with marketing function and team to develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
- Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies, and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models
Financial Management/ Budget and Cost Control
- Enhance ROI by leveraging and developing future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
- Collaborate closely with the Business Line leadership and account teams to devise annual budgets and sales targets.
- Manage the budget by taking full responsibility for the overall Profit and Loss (P&L) of assigned solution/s and strive to deliver a comprehensive financial forecast with defined bi-annual, annual and multi-year milestones, focusing on cost optimization, revenue growth, and margin improvement.
- Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
- Identify areas for cost-saving in delivery without compromising quality, ensuring that each solution is commercially viable and contributes positively to the business line’s P&L.
- Prepare regular financial reports and presentations for senior management and other key stakeholders
- Ensure Vendor & IT and other costs are effectively managed.
Governance, Risk and Reporting
- Develop and supervise the implementation of functional policies, standard operating procedures and best practices that ensure operational efficiency, accuracy, security, integrity and compliance with relevant laws and regulations.
- Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
- Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned.
- Implement and enforce stringent quality assurance processes to ensure that delivered solutions meet the highest standards of reliability, security, and performance.
- Ensure delivery of solutions meet predefined quality standards and passing compliance audits without issues.
- Identify and manage partners, and ensure all contracts are managed in line with procurement policies and standards in order to drive compliance to set processes and procedures.
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
- Continuously review key risks, issues and dependencies and set mitigation actions.
- Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solution/s products
Continuous Improvement
- Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
- Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
- Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
People Leadership /Management
- Set integrated goals and objectives for the team in order to achieve a future-focused, future-fit high-performing organisation.
- 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 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 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.
- Development plans in place for all employees
- Employee engagement index
Qualifications
- 3-year degree equivalent / 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
- MBA / Masters Advantageous
Experience
- Minimum 10 + years’ experience including:
- Sales & Commercial
- Senior Management experience in a commercial/telecommunications environment
- Worked across diverse cultures and geographies
- Proven track record of successfully launching and managing innovative solutions in a fast-paced environment.
- Proven track record of end-to-end Growth Strategy and P&L Management
- Experience in overseeing cross-functional teams including product development, pre-sales, platform teams, and service delivery, ensuring alignment and collaboration across the entire solution lifecycle.
- Solution-specific experience and knowledge prefered
Required Skills
- Agile and Lean Methodologies
- Multi-disciplinary leadership
- OEM certification for the line of business will be advantageous
- P&L and Financial Management
- Sales, Pre-Sales and Customer Engagement
- Solution-specific tech proficiency (e.g. AI)
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Responsibilities
The Senior Manager: Forecasting, Planning and Analysis is responsible to achieve the following objectives:
Business Planning and Strategy Execution
- Develop, oversee and ensure strategic management accounting planning, budgets and forecasts, interpreting financial and non-financial results, monitoring cash flow, capital expenditure programmes, management reporting systems development, special investigations/ reports, operating efficiency studies, feasibility studies and investment portfolios for a Group of Companies.
- Ensure effective implementation of sub-departmental strategy by means of providing direction, structure, business plans, oversight and support.
- Provide support to the OPCO to deliver on Strategic Programmes.
- Manage the Group budget and business plan process according to Group and Business Units needs. This includes the setting and managing of targets, Review of and recommendations on Business Unit budgets in conjunction with VP’s, managing the overall process and preparation of core and consolidated budgets.
Operational Delivery
- Accountable for the preparation of management information and its interpretation and making recommendations to management. This includes drafting of CFO and CEO reports for the EXCO and Board level.
- Design, implementation and maintenance of group-wide MIS and supporting operations with more detailed MIS required.
- Manage the quarterly forecast process, including training of operations, analysing the business unit forecasts and making recommendations to the VP’s and producing the consolidated Group quarterly forecast.
- Prepare monthly/quarterly/annual management accounts and standardised KPIs used in the strategic management process. This includes both the production of reports and the setting of targets and benchmarks.
- Provide guidance in setting of performance and bonus targets for operations and measurement of achievements against these targets.
- Support operational units throughout the monthly and annual reporting cycle, either remotely or in-country if necessary, by ensuring that requirements of the Group and business units are reconciled.
- Co-ordinate MTN Group management reporting, analysis and benchmarking of Group and divisions, analysis of results and recommendations
- Manage telecoms costing model e.g. ABC(Activity Based Costing) or LYRIC (Long Incremental Costing) in service or ICT(Information Communication Technology).
- Prepare analysis documents (report or email or presentation) for discussion and be used for decision making by organisation senior leadership.
- Manage ad-hoc financial projects such as special investigations, operating efficiency studies, feasibility studies and investment portfolios
- Preparation of ad-hoc reports and presentations of financial management information for delivery to executive level management.
- Manage Annual Report preparation process, including the collation of data from business units and core areas and drafting of various reports.
- Develop and maintain strong working relationships with the operational finance units.
- Participate in business planning activities regarding investments/new ventures. This includes but is not limited consolidating potential acquisitions into the Group business plans and the integration of acquired operations to Group management reporting standards.
Continuous Improvement
- Lead efforts to enhance financial processes and systems (including through automation), ensuring accuracy and efficiency in financial reporting, budgeting, planning and analysis.
- Benchmark operational and financial performance against industry peers and providing recommendations to management.
- Provide insight into global market trends and financial strategies, align operations with global best practice.
- Develop and provide training and guidance to FP&A teams across the Group. Lead professional development and growth as well as provide mentoring and coaching to team members.
Staff and Leadership Management
- Manage team members: providing leadership, mentorship, growth and development paths.
- Set clear objectives and goals for the team and enable the team to deliver and use operating mechanisms to continually assess progress and improve.
- Develop a culture of strong collaboration and effective team working.
- Encourage knowledge transfer through the implementation of a knowledge transfer plans and drive continuous improvement philosophy.
- Promote an ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.
Key Deliverables
- Reports: correct, accurate, relevant, complete, and timeous
- Annual report delivered on time and to a high level of quality
- Ensure effective communication within financial functions of various operating units
- Effectively manage own team and contribute positively towards achievement of divisional objectives
Role Dependencies
- Active support from the GM: FP&A
- Integrity of underlying data reported to Group Finance
- On time submission of required inputs by any of the Group’s operations
- Critical skills provision to all operations re business planning and reporting
- Unscheduled reporting requirements e.g. analysts, management
- Fluctuating reporting formats
Qualifications
Education:
- CA (SA), CIMA or Minimum 4-year Bachelor of Commerce Degree in Accounting/Finance or related
Experience:
- 8 years Management Accounting experience post-qualification
- 5 years telecoms experience in a management role
- Input in strategic direction and implementation
- Hyperion and Oracle Financial Analyser experience would be preferable
- Working experience in a Group company environment
- Experience in working with consolidations
- Consultant background
- Assignments with telecommunications
- Proven track record of people management
- Experience in managing activities in a cross-functional business environment
Capabilities:
- Strategy Implementers, Decisive Problem Solver, Best Practice Value Creator
- Culture and Change Champion, Guiding People Manager, Relationship Builder
- Results Achieve, Operationally Astute
Functional Competencies:
- Strategic Business Planning
- Budgeting, Forecasts & Allocation
- Financial Analysis & Market Intelligence
- KPI & Business Performance monitoring
- Business Case Evaluation & CAPEX Valuations
Knowledge and Skills:
- Accounting for business combinations and foreign exchange effects
- Detailed accounting knowledge (GAAP, IAS, etc)
- Macro-economic understanding
- Financial markets knowledge
- Knowledge of valuation principles
- Business and Financial Acumen
- Project management
- Critical Finance Thinking
- Finance Operation / Process Mindset
- Trusted Business Advisory
- Leverage Financial System Capabilities
- Data Analysis and Visualisation
Behavioural Qualities:
- Influencing and Impact
- Change and Conflict Management
- Building Strategic Relationships / Networking
Method of Application
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