Open Roles at MTN

Responsibilities

• The Coordinator Company Secretary is responsible to achieve the following objectives:

Operational Delivery

Meetings and Governance Forum Administration

• Distribute meeting notices and prepare draft agendas for meetings.
• Send approved agendas to various members ensuring that agendas received is for the correct meeting/governance forum/committee.
• Collate submissions from relevant committee members and stakeholders as per the agenda; and collating feedback for action points arising from the previous meeting.
• Communicate deadlines and reminder for submissions to committee members.
• Prepare and distribute committee packs; and also ensure that the recording as well as the teleconference facilities are ready for the meeting. 
• Prepare attendance register before the meeting.
• Record proceedings of the meetings.
• Produce minutes together with clear action points.
• Circulate minutes and action points for comments and delivery outcomes.

Online Boardbooks

• Administer meeting packs on the Boardbooks portal.
• Source various submissions and upload them on the portal.
• Manage access to the various online packs.
• Handle queries from Boardbooks users.
• Liaise with the service provider Diligent Boardbooks for resolution of queries.

CIPC & Administration

• Prepare and submit all relevant documents, returns and records to the Registrar of Companies (prepare CM forms for: - appointment and resignation of directors, registration of special resolutions, registration of allotment of shares and lodgement of Annual returns).
• Ensure proper filing of statutory records and maintain document management protocols for easy of reference.

Tracking of Resolution 

• Maintain a register of resolutions, oversee members’ approval of round robin resolutions.

Directors Fees and Expense Claims

• Maintain attendance registers.
• Prepare schedules of payment.
• Liaise with the internal tax department for advice on applicable tax rates.
• Maintain records directors’ bank account details.
• Ensure timeous approval and payment of directors fees.
• Process expense claims and ensuring timeous payment thereof. 
• Maintain IRP Forms.
• Liaise with Finance and Payroll department regularly.

Travel and Accommodation 

• Arrange business travel and accommodation for departmental managers and directors.
• Process travel and accommodation requisitions. 
• Liaise with the Group’s travel agents.
• Ensure activation of international roaming for travelling managers and directors.

Ad-Hoc Functions 

• Perform various functions assigned by Assistant Group Company Secretary,  Group Secretary or any other manager in relation to specific projects and other various issues from internal customers.
• Update of director and executive contact list, mailing lists and letterheads
• Provide support in all Opco Company Secretaries that may include proxies, resolutions etc.
• Process orders for catering. 
• Conduct filing and maintain process for information and documents to be retrieved when requested.
• Research key governance trends.
• Schedule directors’ continuous development sessions.

Key Deliverables

• Governance Forum/Committee meeting administration
• Boardbooks administration
• Directors’ registers maintained
• Travel administration
• Effective stakeholder engagement and management

Role Dependencies

• Understanding of Cosec operations and mandate

Qualifications

Education:

• Minimum 3-year Academic Degree Qualification in Commerce/Economics/ Legal

Experience:

• Minimum 2-4 years’ professional experience in the relevant field 
• Experience in functions associated with a listed company. 
• Very good interpersonal skills and the ability to build and maintain effective interpersonal relationships are essential.
• Experience in communicating across various levels of organisations.
• Experience working in environments with changing priorities.

Capabilities:

• Analytical Thinker, Problem Solver, Operational Value Creator
• Culture and Change Champion, Supportive People Manager, Relationship Builder
• Results Achieve, Operationally Astute

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Job Description

Mission: 

• The core purpose of the Technical Support Call Centre Agent is to uphold the company's image by effectively communicating with customers, addressing their technical queries promptly and courteously, and providing appropriate solutions.
• This role plays a vital part in fostering customer loyalty through high-quality technical support interactions, ensuring customer satisfaction, and promoting positive brand perception.
• By delivering prompt and effective solutions with empathy and professionalism, this role contributes to enhancing customer satisfaction and promoting positive brand experiences.

Responsibilities

Key Performance Areas:

Technical Support:

• Courteously and promptly address customer interactions related to technical issues with internet connectivity, including offline connections, slow speeds, and accessibility problems.
• Troubleshoot technical issues with Fibre, Fixed-LTE, 5G, OTG and AirFibre technologies to identify root causes and provide effective solutions.
• Assist customers in resolving connectivity problems, optimising router settings, and troubleshooting network configurations.

Customer Service Excellence:

• Ensure all customers feel valued and important by demonstrating empathy, active listening, and problem-solving skills.
• Respond to customer queries and problems in line with established guidelines, escalating unresolved issues promptly.
• Deliver first-time-right service excellence by resolving problems on the first call whenever possible.

Quality Control:

• Strive to achieve resolution of problems on the first call, minimizing the need for follow-up interactions.
• Identify areas for improving the quality of technical support processes and procedures.
• Adhere to prescribed schedules and ensure that service levels meet established standards.

Qualifications

Education:

• Matric or equivalent
• A+, N+, CCNA (recommended)
• IT qualifications – Advantageous
• Fluent in English and language of country preferable

Global Experience Standards:

• Minimum of 2 years’ experience in an area of specialization; with experience in working with others
• Experience working in a small to medium organization 
• Ability to work effectively in a fast-paced and highly pressurised environment, always maintaining composure and professionalism.
• Previous experience in a technical support role, preferably within the ISP industry, would be advantageous.
• Familiarity with Fibre, Fixed-LTE, 5G, OTG and AirFibre technologies and their associated troubleshooting methods.

Any other specifications: 

• Clear passion for assisting people and resolving technical problems.
• Strong empathy and interpersonal skills to effectively connect with customers and understand their concerns.
• Excellent communication skills, both verbal and written, to convey technical information clearly and concisely to customers.
• Proven problem-solving abilities, particularly in troubleshooting technical issues related to internet connectivity.

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Job Description

Experience

• Manager track record of 5 years or more at Management level in Fraud Risk Management with at least 3 years in Technology and Telecommunication sector/ industry
• Experience in Proactive Fraud Risk Management or related client services
• Experience in evaluating and performing fraud risk assessments and other risk management practices such as deep dives, training and awareness at organisational level is essential
• Experience in managing and performing complex fraud investigations.
• Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team

Job Outcome / Results

• Develop a fraud risk management strategy, and execution thereof.
• Create awareness on and drive the implementation of a fraud risk management strategy within the OpCo.
• Continuously improve a robust fraud risk management strategy reporting framework to effectively monitor fraud risk.
• Develop and review reports on fraud detection and prevention systems, trends, new challenges, new exposures, with recommendations and guidance to management, based on internal expertise and best practices.
• Drive effective completion of the fraud investigations in accordance with Forensics investigation framework and best practices.
• This role is required to stay up to date on all relevant fraud risk management requirements and to lead changes to mitigate the risks of fraud and other types of misconduct.

Responsibilities

Strategic Implementation:

• Lead creation of the Fraud Investigations and Fraud Prevention and detection strategy in line with overarching divisional goals for area
• Ensure effective alignment of the overall Fraud strategy by means of providing direction, structure, business plans and support

Operational Delivery:

• Develop and drive appropriate fraud detection and prevention operational frameworks, aligned to overall Fraud Risks facing MTN SA and associated strategy
• Develop and drive appropriate fraud investigation frameworks, monitoring and mitigation policies, procedures and controls for MTNSA
• Ensure embedded systems and processes are effective and drive reduction and mitigation of fraud risk and enable the employees and business to denounce any irregular activities
• Manage and drive the continuous testing on the design and effectiveness of these key internal controls, systems and processes for fraud detection and prevention
• Address control weaknesses, and make recommendations regarding industry best practice controls, systems and processes, and continued control improvements
• Produce/compile high level reports on fraud detection and prevention systems, trends, new challenges, new exposures, with recommendations and guidance to management, based on internal expertise and best practices
• Ensure that the whistle-blower function as an enabler to fraud detection and prevention operates effectively, and that training on the channel is be included in the training programmes developed
• Provide expertise input to management for the development and enhancement of internal fraud detection and prevention strategy and framework
• Ensure that the investigation of fraud is done in accordance to internal standards and methodologies and with assured quality, identifying and developing enhancements that contribute to a more robust fraud investigation and forensic process;
• Produce/compile high level report on fraud risk investigation, high profile incidents, with recommendations, guidance, trend analysis, best practices, in order to advise  management on how to mitigate the risks
• Develop and drive the investigative processes to ensure that potential and identified fraud is adequately probed; and recommend additional tools and methods that could be deployed in combating breaches to fraud management;
• Maintain the MTNSA Fraud Incident Register, to identify trends and high-level incidents
• Oversee the integration of fraud investigation systems, controls, and processes within the fraud investigation framework;
• Review analytics reporting on fraud incidents across the business, interpreting trends and recurrent cases, level of risk and impact of these cases, ensuring that recommendations that will drive effectiveness of internal controls, reducing the risk of fraud across the business;
• To provide expertise input to management for the development and enhancement of internal fraud investigation strategy and framework, aligned with best practices, which will translate in tighter and more robust controls, with a significant reduction of the risks

Special Assignments and Investigations

• Manage and/or carry out special fraud assignments and investigations, as required and/or requested by the GM / Executive and/or Chief Risk Officer / other.
• Report independent fraud detection findings in the form of comprehensive reports feedback presentations on a timely basis to the GM / Executive, Chief Risk Officer, and if necessary to the Audit Committee / Group Audit Committee

Budget Management

• Forecast, plan, develop and review budget for the unit that provides MTN with return on investment,
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to optimise resources. Ensure cost effectiveness by maximising cost/benefit ratios
• Identify areas where money is lost and seek ways to reduce expenditure
• Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over the next planning cycle, taking any known changes in new products or services into consideration

Reporting

• Define risk reporting requirements for the organisation through stakeholder engagement and create suitable reporting templates
• Regular reporting to relevant Steering committees, Senior Management, General Management and Executive Management on all the aspects of fraud (Prevention, detection, investigation)
• Report on a monthly basis to management relating to progress made within the 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

Project Management

• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation and operations of the Integrated Assurance model
• Fraud Risk management

People (Learning & Growth) Perspective

• Build and manage a high performing team by providing leadership, role clarity, training and career development.
• Ensure open communication channels with staff and implement change management interventions where necessary.
• Set KPIs and provide regular performance feedback through a well-defined and implemented performance review program.
• Continuously seek self-professional development to hone skills and capabilities in a versatile and evolving digital landscape.
• Identify, evaluate and track the development needs and performance of staff within the division, providing opportunities for staff to build on the company’s investment in their  training and improve productivity.
• Coach and mentor the team to ensure understanding of the objectives and goals of the division, awareness of all related job requirements and accountabilities and leverage human resources through the deployment of robust people management practices.

Qualifications

• 4-year tertiary qualification in Accounting/Audit/Finance/Law/Technology
• Certified Fraud Examiner
• Professional qualification in e.g. AML/CFT, Fraud and Forensics, Anti Bribery and Corruption, Compliance Management
• Post graduate advantageous