Open Roles at MTN

Mission/ Core purpose of the Job: 

• This role exists to manage and enable MTN Partners’ team across all products and sales segments to support their business objectives while delivering the agreements and commitments stated in the Partner Program agreements and in line with MTN Business objectives and priorities.

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

Driving Profitable Growth for MTN Business 

• Define and manage the budgets required to manage all Partners
• Define partner targets, cascade them to partners and develop sales plans to achieve them and performance management     plans
• Develop Partner commercial plans and execute sales joint actions to increase sales across defined product categories
• Manage sales activity to meet Partnership targets and agreements compliance
• Define budgets and commercial plans to be executed during the year
• Define strategies and activities to promote and support Partners
• Direct appropriate resources to best opportunities to maximise returns

Focus on providing exceptional Client Experience

• Be the overall custodian for client and partner engagement across the Partner Channel
• Coordinate with Client Services to deliver a best in class client services for Re-sellers and their customers
• Capture product requirements, Marketing and Sales support needs to serve the Re-sellers and align with MTN Business functional areas to deliver them

Ensuring Culture of Operational Excellence

• Support the EBU Business leads and Partnerships GM in the definition and setup of new Partnerships
• Operationally manage the Partner Channel Re-seller program by define the partner enablement requirements and Rollout activities & campaigns to support Re-sellers
• Ensure that a process is in place for seamless collaboration between pre-sales / technical support / solution  architects / product development etc.

Governance and Control measures 

• Setup the required governance and performance measurement framework to manage the partnership
• Gathering inputs and coordinating agendas with MTN Business heads
• Managing and complying with the Partnership agreements
• Capture partners service needs and monitor service resolution
• Strictly follow and ensure team compliance of relevant policies and procedures
• Ensure effective qualification and due diligence process is in place and followed to support partner selection
• Ensure proper controls are in place to manage key risks across the Re-seller business 
• Measure and manage Partner satisfaction levels and compliance with Partner program
• Appropriate implementation of DoA
• Identify Partner issues and ensure corrective measures are put in place with MPAM/SPAMs/PAMs

Project Management

• Develop and drive the execution of agreed projects 
• Drive the implementation, tracking, monitoring and compliance of Partner Channel Re-seller 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 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
• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the team KPAs and KPIs for the Partner Channel Re-seller team
• Performance management and identification of training needs
• Coaching and guidance of subordinates
• Manage contributions and expectations of external service providers and stakeholders
• Display insight into leadership style and how it impacts on performance positively and negatively
• Ensure ongoing liaison with other areas of the business 
• Review staff performance management, evaluating, assessing and tracking performance to ensure that objectives and  targets are achieved

Manage and motivate team performance

• Accountable for a customer centric culture and shift to legendary service provision
• 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 
• Lead, develop and coach the Partner Channel team on-the-job
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Make MTN Business Partnership environment the best place to work
• Improve the employee engagement through the GCA
• Ensure the attraction, development and retention of relevant talent
• Build a professional Partner Channel Re-seller team
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management  

Education:

• Minimum of 3-year degree/diploma - Commerce (Business/Science) or related. 
• MBA / Masters Advantageous 

Experience:

• Manager track record of 5 years or more; with at least 5 years’ relevant experience in ICT Sector
• Minimum 4 years solid experience in leading teams
• Worked across diverse cultures and geographies advantageous
• Minimum 3 years in wholesale or re-selling activities

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Responsibilities

Key Performance Areas:

• Support the Product Manager and Senior Product Manager on both product management and development activities
• Communicate to both internal and external stakeholders – must be proficient with inter-personal skills
• Document and/or correlate competitor analysis - maintain a database of market related pricing 
• Work with cross functional and technical teams to launch new and enhance existing products
• Liase with regulatory and commercial legal to ensure the correct compliance is followed.
• Support with go-to-market plans 
• Management of the various fixed network operators to ensure synergy with Supersonic, alignment on plans (products, pricing, contracts) 
• Ownership of support related issues relating to Product

Qualifications

Education:

• Minimum of 3-year degree/diploma in product design or Engineering
• Fluent in language of country with basic command of English 

Global Experience Standards 

• 3+ years overall business experience, of which 1+ years in a product management/development/marketing or project management (or similar) role
• Experience in collaborating with others 
• Very good understanding of fixed broadband and mobile consumer services
• Experience working in a medium to large organization
• Fluent in English and other South African Languages

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Mission/ Core purpose of the Job:

• Control the day-to-day activities of the MTN Regional Radio, Switch and Transmission Network Operations, ensuring optimum performance and expansion of the network continually meeting the needs and expectations of the customer.
• Maintain the efficiency and effectiveness of a MSP engagement by supporting operations, implement and optimised governance models.
• Evaluate and implement outsourcing governance best practice operationally that fits organizational needs and requirements to create measureable business value.
• Provide technical leadership, vision and expertise ensuring staff competencies meet the convergent technological challenges of the future
• To ensure MSP are following MTN specifications and quality standards within budget on maintenance/rollouts/ADHOC works to achieve integrity and optimum performance of the radio, transmission and Switch network.(Access Network).

Context:

• Operations & Maintenance of Radio, Transmission and Switch infrastructure within the MTN GSM Network.
• Partner with business to provide governance and reporting that focuses on generating insight that will ensure continuous improvements and identify potential issues within the MSP
• The Managed Governance Service shall ensure world-class quality and availability of the Network and services for MTN customers at all times in a cost-effective manner.
• Alignment with MTN SA Management, Operations, Capital Projects, P&O, Procurement structures and Financial Reporting.
• Maintain, plan, implementation, integration, testing of the radio, transmission and switch infrastructure within the MTN Access Network in accordance with OHSACT, ISO 9000/14000 set standards.
• Accountable for multiple equipment vendors, contractors and services, as well as diverse work streams result in a complex area of responsibility.
• Highly competitive environment with customer focus as a key differentiating factor
• Customer demand for alternative technologies, improved performance and cost savings
• Operational, monitoring and managing driven environment
• Compliance to standardisation issues and operational best practices
• Stakeholder commitment and buy-in
• Within the legal, regulatory and commercial environment of MTNSA
• Aligned to MTN SA strategy and business plan, as well as CTO strategy
• Compliance to BEE legislation and company policy
• Aligned to Group best practices and standards

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

MSP Radio Operations

• Plan, monitor and support the day-to-day functions duties and responsibilities of the MSP Radio Network Operations MSP venders and contractors (End to End)
• Define and manage key Operation business objectives and KPIs to ensure company objectives are met and measure the performance of the MSP venders against those objectives.
• Ensure that effective routine program are in place and monitor the performance of these O&M radio routines in the MSP vender environment meeting MTN specification and quality standards (best practice)
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external.
• Submit reports/presentations to designated management and venders as per requirements.
• Responsible and Accountable for Field and Tower Maintenance and the general housekeeping and upkeep of all allocated BTS sites ensuring venders are complying SOW according to the contract and a high cost effective standard and Quality
• Ensure that all MTN staff and MSP venders are applying procedures, polices and SOW in their day-to-day activities, which is tracked, monitored and reported, as per MTN instructions and guidelines.
• Ensure that resources, both material and human are available for all Radio Operation activities as per schedule.
• Improve Radio network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Identify and assign roles and responsibilities to MTN project Supervisors to deliver in the Region
• Manage all maintenance, vandalised repairs and ADHOC Projects relating to network rollout within the region, ensuring all works carried out within budget and PBC models, which includes BTS implementation, F&T maintenance, Structural, Civil and Electrical builds / upgrades and commissioning.
• Ensure Policies and Procedures are adhered to through ISO 9001,ISO14000 & QMS
• Participate, review regional rollout plans, and contribute to Operational dependencies, programs, or strategies that have an influences cost and customer experience.

MSP Transmission Operations

• Control , monitor and support the day-to-day functions duties and responsibilities of the MSP Transmission Network Operations MSP venders and contractors (End to End)
• Participate and review regional transmission operational dependencies or programs or strategies that have an influences cost and customer experience in alignment with MSP venders
• To ensure that the regional Transmission network is developed and maintained such that it has adequate capacity, always operates at optimum quality and offers competitive coverage across all technologies in alignment with MSP venders.
• To identify and escalate Transmission activities to MSP Vender or MTN SA stakeholders high-level support functions when required on all MTN transmission equipment used in MTNSA Network meeting business objectives and NPI’s
• Transmission Operations management of MSP vender on improvements to the transmission network through technical skills – made possible by detailed knowledge of transmission technology features, detailed knowledge of geographical area by understanding of the role of peripheral parties (other departments within MTN and external parties such as Telkom) and the impact of their performance on network quality. Over end to end view is essential to support
• Transmission Operations management of MSP vender on Trouble-shooting optimisation and network improvements to solve network problems and performance.
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external.
• Submit reports/presentations to designated management and venders as per requirements.
• Improve Transmission network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Transmission Operations management of MSP vender  to oversee Corporate/Enterprise faults performance and upgrades

MSP Switch Operations

• Manage the operational day-to-day activities and functions related to all aspects of Regional Switch emergency and maintenance roles at all Switch Centres under the Regions control
• Ensure O&M standardisation across all switching centres is transparent and MSP Venders or any contractors adhere to these principals and guidelines.
• MSP Vender or Contractor liaison and control within the switching environments and all housekeeping processes and procedures are followed reducing and risk when work is been carried out
• Control, monitor and support O&M Maintenance activities (alarms), procedures and processes undertaken by MSP venders or Regional Switching staff.
• Enhancement and improved value adding to current Switch maintenance procedures, documenting and implementing
• Liaison with all Network group and MSP Vender stakeholders who are responsible to maintain or accountable for equipment on site at the switching centres to identify routines that are required to be executed on site and Documentation and implementation into the current maintenance routines, expansion of current practices to encompass all on site Telecom equipment.
• Standardisation of Switch environments to support Central Operations
• Processes and procedure enhancements to new switch HW expansions, commissioning and testing.
• Switch record consolidation to fulfil Central Operations function and alignment with MSP Venders
• All housekeeping processes and procedures are complied with and enhancements.
• MSP Vender and Contractor liaison and control within the switching environments.
• Regional switch store tracking, Asset control of stock levels and aligned to Spare management process
• Oversee Fibre Transmission links/routes/fibre runs are implemented commissioned, integrated and acceptance according to SOW and quality standard.

Communication Management

• Lead and make sure to control/monitor/track operational reporting activities and tasks.
• Responsible and accountable for the end-to-end operational reporting activities (including operational readiness reports) towards the specific MSP.
• Ensure agreed workflows processes are adhered to in terms of MSP vender quotations, approvals and acceptance as documented for processing via requisition process to PO and invoice for payment including OPEX or CAPEX spend is profitable and adding value to the network
• Communicate actively throughout the MSP project, providing effective and status and feedback reports regarding MSP project delivery and support deliverables to all stakeholders, especially relating to risk, change, status, decisions required following good cooperate governance
• Anticipate deviations from plans / schedule timorously and keep all participants and stakeholders informed.
• Resolve and/or escalate issues in a timely fashion, communicating difficult/sensitive information tactfully

Finance Control and Management

• Prepare the mainstream principles of good governance within the RAN Managed Service and analyse financial statements and forecasts;
• Control, monitor and report the utilization of approved project budgets, ensuring that expenditure is in line with agreed PBC and SLA’s including methods and initiatives to maximize cost/benefit ratios.
• Propose measures to improve financial and commercial performance and develop an appropriate cost recovery system; and outline measures of reduction.
• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, and also to ensure no over/under deliveries
• Prepare annual budget needs and manage the budget allocations to PBC models (OPEX and CAPEX)

Compliance management

• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, and also to ensure no over/under deliveries
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Creating enterprise standards, shared services and aligned business processes to increase organizational efficiency and effectiveness.
• Ensure escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.

Service quality management

• Ensure the correct and proper delivery of Operation and maintenance as specified in the Service Level Agreements (SLA) with MSP. (KPI SLA fulfillment)
• Provide feedback on performance to the Field Services organization and other sponsors and ensure that appropriate improvement actions are taken when required (KPI Service Evaluation)
• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, also to ensure no over/under deliveries.
• Aligns SLA and WLA between Operators

Staff Management

• Ensure all staff Performance Agreements aligned to business objectives and a cascade of CTO are defined, documented and measured thru meetings and staff participation and agreement
• Ensure that all staff have the right tools to perform their role/function i.e.  Tools, equipment, IT etc and are kept in good working order.
• Ensure work allocation to contracts and work is allocated to staff.
• Ensure MSP vender and staff performance management.
• Knowledge transfer
• Perform an annual assessment of each member of staff as per the company policy, using the above objectives and performance.

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:

• Standard 10
• National Diploma N6, S4, T3 in electrical light-current / electronics / communication engineering or National Diploma in Project Management/Engineering/Business
• Experience working in a medium Telecommunication organization

Experience:

• 5 years’ management experience in GSM network Operational environment or  at least 3 years in a management role within MNS Governance telecommunications environment
• Demonstrated experience in managing subcontractors and MSP vendors.
• Experience in contract agreements and specifications of equipment for the GSM and telecoms networks
• Compiling SOW or technical support documents for MNS
• Management of SLA and WLA’s
• Experience in supervising others

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

• Strategy Development and Implementation
• Collaborate with senior leadership to refine and execute MTN’s local content strategy across all operating markets.
• Translate high-level strategic objectives into actionable frameworks, programs, and playbooks, ensuring they are tailored for effective implementation at the local level.
• Continuously monitor and evaluate market-level initiatives, ensuring alignment with the Group’s overarching strategy and objectives.
• Identify and address gaps between strategic goals and operational execution, recommending adjustments to ensure sustained progress.

Program Design and Coordination

• Design, develop, and oversee group-wide initiatives aimed at:
• Strengthening local procurement practices.
• Enhancing recruitment and workforce localization efforts.
• Supporting skills development and upskilling programs.
• Promoting SME growth and supplier development.
• Fostering community ownership and engagement.
• Collaborate with market teams to localize and adapt group programs, ensuring relevance to specific economic, regulatory, and cultural contexts.
• Develop scalable, replicable models to measure and enhance MTN’s impact on local economic ecosystems, promoting shared prosperity across markets.

Stakeholder Engagement

• Establish and maintain strategic relationships with diverse stakeholders, including:
• Government bodies.
• Regulators.
• Non-governmental organizations (NGOs).
• Local businesses and communities.
• Act as an advocate for MTN’s local content initiatives, building the Group’s reputation as a leader in sustainable and inclusive economic development.
• Collaborate with stakeholders to align MTN’s initiatives with national development priorities and ensure mutual benefit.

Performance and Compliance

• Develop and implement robust performance metrics and reporting mechanisms to track progress on local content initiatives.
• Ensure all programs adhere to:
• Local and international regulatory standards.
• MTN’s internal sustainability and corporate governance commitments.
• Conduct regular assessments to ensure compliance and identify opportunities for enhancement in program delivery.

Capacity Building and Knowledge Sharing

• Facilitate the exchange of knowledge, experiences, and best practices among market teams to drive efficiency and impact.
• Provide comprehensive training, tools, and resources to empower market teams in implementing and managing local content initiatives.
• Build a collaborative environment that encourages innovation and continuous learning across the organization.

Innovation and Continuous Improvement

• Monitor emerging trends, challenges, and opportunities in local content development, adjusting strategies to maintain relevance and effectiveness.
• Leverage cutting-edge technologies and innovative approaches to enhance the delivery, scalability, and impact of programs.
• Foster a culture of continuous improvement, encouraging feedback and iterative refinement of strategies and initiatives. 

Qualifications
Job Requirements (Education, Experience and Competencies)

Qualifications and Experience

• 4 year Bachelor’s degree in Business Administration, Economics, or a related field.
• Master’s degree
• MBA advantageous

Experience:

• Minimum of 5 - 8 years of experience in strategy, program management, or economic development, preferably within a multinational organization.
• Proven track record in local content development, sustainability, or corporate social responsibility.
• Experience in managing complex, cross-functional initiatives across diverse cultural and geographic contexts.

Skills:

• Strong leadership and team management capabilities.
• Exceptional strategic thinking and analytical skills.
• Excellent communication, stakeholder management, and negotiation abilities.
• Familiarity with regulatory environments and economic policies in Africa.

Key Attributes

• Passionate about socio-economic development and empowering local communities.
• Agile and adaptable to dynamic market conditions and priorities.
• Results-oriented with a strong focus on execution and impact.
• Collaborative and culturally sensitive, with a Pan-African mindset.

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Responsibilities

The Senior Manager RAFM Service Excellence is responsible to achieve the following objectives:

Business Planning and Strategy Execution

• Assist in the creation of the RAFM sub-departmental strategy in line with overarching departmental goals.
• Shape and implement Service Excellence Strategy through defining and executing a Group-wide RAFM Service Excellence framework.
• Ensure effective implementation of sub-departmental strategy by means of providing direction, structure, business plans, oversight and support.
• Lead the strategic roadmap to transform RAFM teams from reactive to proactive, embedding AI, automation, and predictive analytics to drive intelligent assurance and fraud prevention. 
• Operationalise the RAFM strategy across team and Opcos. Ensuring that processes and systems meet Opco regulations, service standards and Group mandates. 
• Provide support to the OPCO to deliver on Strategic Programmes.
• Prepare risk management and technical budgets that mitigate risks associated with revenue leakage while ensuring the efficient allocation of resources towards technology and processes that uphold service excellence.

Operational Delivery

• Formulate, socialise, measure and monitor adherence to the relevant operational frameworks and methodologies relating to MTN’s RAFM shared operation model and business strategy.
• Standardise global processes for MTN’s RAFM shared operation model and business.
• Lead and drive discussions on the business requirements for RAFM tools as these apply to MTN’s shared operation model and business strategy.
• Participate in discussions on the development, integration and enablement of technology frameworks for RAFM as they apply to the operating companies.
• Co-develop the offshore service providers’ Opco incident/exception management and operational frameworks and oversee compliance.
• Manage offshore service providers’ delivery through steering committees through robust governance practices and processes.
• Own the quality assurance review (may include control and maturity assessment) across the operations as per the annual timetable.
• Provide training to business leaders, Opco teams and other relevant functional team members based on amendments of revenue assurance and fraud management practices, regulations and business positions.

Business Partnering Support and Oversight

• Guide and assist the Opco RAFM teams with all business assurance requirements, including primary controls, secondary controls and fraud for current business and the new platforms business transitionary phases of evolution.
• Champion data-driven decision-making by leveraging advanced analytics, machine learning, and AI-powered risk prediction.
• Champion a Group-led transformation agenda, driving RAFM-wide adoption of intelligent tools, automation, and digital-first service models.
• Drive operational consistency across multi-market OPCOs through scalable policies, frameworks and intelligent automation tools.
• Support the Opco team when there are significant leakage or risk exposure, to conduct root cause analysis and terminate the risk where possible as well as support the business with insights to implement the controls.
• Provide strategic, tactical and operational support to MTN operations on initiatives.
• Provide guidance and support for all queries raised by the OPCO (ad-hoc), track and categorise query types to create a library that informs service improvements.
• Participate and influence the RAFM audit season, focused on the risks at Group while overseeing the risk at the Opcos.
• Drive issue resolution and close out of both external and internal audit findings through working with Assurance Excellence team to identify themes and a response strategy both in Group and Opcos.
• Influence organisational structures, ways of work and driving Opco improvements and maturity from a service excellence perspective.
• Recommend areas of improvements and drive the achievement of the Opco Improvement Plan through engagements with RAFM Opco leadership teams.

Continuous Improvement

• Ensure OpCo alignment with best-in-class industry standards.
• Research Revenue Assurance and Fraud Management operations model standardisation, process quality, automation, and best practice trends in related industry and environments for continuous improvements.
• Enhance Group RAFM’s Reputation: Position RAFM as a trusted, high-impact function within the Group by delivering measurable financial and operational benefits.
• Facilitate knowledge sharing of lessons learnt across Opco’s leveraging solutions derived from cross-cutting challenges.

Communication and Awareness

• Lead the development of RAFM communications strategy to create positive change in awareness and engagement levels of key stakeholders and all staff in supporting the design of a revenue responsible organisation.
• Establish a culture of strong service excellence, with effective internal controls across the Group and Opcos.
• Communicate and socialise of the RAFM strategy across team and opcos.
• Define and establish the vendor strategy playbook and articulate and communicate the value add of vendor services provided to stakeholders.
• Drive the delivery of the agreed Revenue Assurance and Fraud awareness campaign at Group to improve revenue responsibility
• Oversee and report on campaign effectiveness measurement and remediation planning, where required.

Staff and Leadership Management

• Manage service excellence 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

• Communication and Awareness Campaigns
• Service Excellence Standards Reporting and Dashboards
• Vendor Strategy and Playbook

Role Dependencies

• Understanding of business operations strategic objectives
• Ensuring quality is achieved in the implementation of systems where limited time for delivery is allocated.
• Understanding of financial performance environment characterised by slower revenue and profitability growth in voice.
• Understanding of a technology environment that experiences rapid transformation and improvements required across the business.

Qualifications

Education:

• Minimum 4-year degree in BCom (Risk Management), Accounting or related
• Post Graduate Qualification – ISO (risk management, quality, services management and related) MBA/CA (SA) advantageous

Experience:

• At least 7 years of experience in a complex, technology-oriented industry
• At least 4 years of RAFM operational and domain experience is essential
• Business partnering or service management experience required
• Deep understanding of risk management or auditing principles
• Solid telecoms systems, architecture and technology experience
• Solid Legal and Regulatory business landscape and context
• Proven track record of people management
• Working experience in a Group company environment
• Deep knowledge of control frameworks, best practices, and service excellence methodologies at a Group Centre of Excellence level. The focus is on deep.
• Experience in managing activities in a cross-functional business environment. Ability to navigate complex, dynamic, and multi-geographic environments, balancing strategic direction with real-world execution challenges

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Responsibilities

The Specialist – Risk and Compliance is responsible across the following below areas: 

Role Management

• Manages that role build/amendments encompass the principles of least privilege access, Segregation of Duties (SoD) and ensure safeguarding of the GT in collaboration with Functional Process Owners
• Manages role master maintenance is performed on a regular basis with global process leads 
• Drive the risk and impact assessment process for solution changes to the roles, process, affected users and potential impacts on defined risks

Access Certifications 

• Performs the planning and execution of access certifications in collaboration with OPCO’s/GPL’s
• Provides regular updates and analysis of access certifications
• Executes the removal of access, as outcome of the certification process

Incident and request management, and coordination and oversight on third-level and fourth-level resolution:

• Resolve incidents and requests raised by the users in a timeous manner for the provisioning of users, by acting as first-level of support and safeguarding MTN BOOST Global Template (GT)
• Engage with relevant stakeholders constantly to quickly and accurately identify the root cause of issues or problems to minimise delays/slippages and create Frequently Asked Questions (FAQ) document to address recurring issues
• Escalate issues that may result in considerable time, scope, employee/client, or cost impact according to established governance structures
• Ensure smooth running of day-to-day operations and user support
• Triage incidents and requests, and escalate to the third-level support performed by support service provider
• Coordinate timeous resolution of incidents and requests raised with support service provider
• Identify opportunities for achieving operational efficiencies through continuous improvement activities
• Conduct research and trend analysis to support strategic initiatives

User manual updates:

Update, review and change control management of the following user manuals:

• Role management 
• Access Certification

Release management:

• Review new features (both Enabled and Disabled) which are required for MTN
• Resolve conflict arising from various impacts  
• Review the demand requests generated for releases with high impact
• Manage role definition documentation post release

Demand management:

• Validate demand requests raised by OpCos and/or Group Functions and assess their impact on other functional domains
• Prioritise and identify demands to be implemented in collaboration with  Portfolio Manager, Project Management Office (PMO)  
• Provide oversight across major demands and deployments, and resolve any conflicts raised by Global SME

Compliance management:

• Provide input as required for internal and external audits and review of risks and controls
• Provide inputs as required to support implementation of corrective actions based on audit findings and policy changes

Information Technology General Controls (ITGC’s):

• Providing assurance partners with evidence of ITGC’s execution

Contracting, recharge model, budget cycle, business, and financial cycle including Talent and Performance Management (TPM):

• Support the GRC team, to provide domain specific inputs to Financial Operations team 
• Provide inputs to the budget planning activities as required
• Focus on self-development by taking relevant trainings

Governance forums, integration, and oversight reporting:

• Provide data and inputs to various reports to be presented at MTN group governance forums, MTN BOOST Lead steercos, OpCos and partner governance forums
• Participate in governance forums for timely feedback (if and when requested)
• Foster strong relationship with respective OpCos and MTN group function (stakeholder accountable for the function) to drive the GRC objectives.

Qualifications

Education:

• Minimum of 3-year tertiary diploma in IT, Finance, or Risk Management or equivalent Oracle Risk Management certification (preferred)
• Fluent in English with the ability to communicate and describe complex technical solutions in easy-to-understand concepts

Experience:

• Minimum of 2 years’ experience in access certification and role management as an area of specialisation
• Experience in Telecom / Finance / Insurance industry (preferred) or an equivalent multi-national organisation with extensive geographic footprint (Preferred) 
• Experience working in diverse cultures and geographies (Advantageous) 
• Large ERP Experience (preferred)
• Cloud experience (preferred) – includes experience in small scale Software as a Service (SaaS) solution with hybrid or private data centre deployments

Competencies:

Functional Knowledge: 

• Functional process understanding (Proficient)
• Training (Proficient)
• Cross functional understanding (Intermediate)
• MTN policies and procedures understanding (Proficient)
• Continuous improvement (Intermediate)

Technical skills

• Application management (Proficient)
• Data analytics (Proficient)
• Testing management (Intermediate)
• Infrastructure and platforms management (Basic)
• Data management (Intermediate)

Leadership Qualities

• Strategic planning (Basic)
• Stakeholder management (Proficient)
• People development (Intermediate)
• Innovation (Intermediate)

Behavioural Qualities 

• Collaboration (Proficient)
• Critical thinking and problem solving (Proficient)
• Communication (Proficient)
• Accountability (Proficient)
• Adaptability (Intermediate)

Responsibility towards:

Key external stakeholders:  

• 3rd party vendors
• External audit team

Key internal stakeholders:   

• MTN OpCo SMEs/ Process Leads (PLs) (First-level of support)
• MTN OpCo user
• MTN governance councils (IT Design Council (ITDC)/ Change Control Board (CCB)/ any others)
• Global Process Sponsor (GPS) (Global function)
• MTN Group Information Security (GIS)
• MTN Group Risk and Compliance (GRC)
• MTN BOOST Project Management Office (PMO)
• MTN BOOST Global Process Owners (GPO)/ Global Process Lead (GPL)
• MTN BOOST SME (Second-level of support across other areas)
• Internal audit team

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Responsibilities

trategic Leadership for Local Content Strategy:

• Lead the development and implementation of MTN’s local content strategy across various markets, aligning it with MTN’s corporate goals and long-term vision for sustainable growth.
• Develop a clear roadmap to promote enterprise development and supplier capacity-building, ensuring local businesses can effectively compete for MTN’s procurement opportunities.
• Collaborate with executive leadership to ensure local content initiatives support MTN’s broader ESG (Environmental, Social, Governance) and sustainability objectives.

Enterprise Development and Capacity Building:

• Oversee the identification and scaling of local small and medium-sized enterprises (SMEs), startups, and diverse suppliers, providing them with the tools and support needed to meet MTN’s quality, cost, and delivery expectations.
• Foster relationships with key stakeholders, including government agencies, industry bodies, and business development organizations, to create an enabling environment for local businesses.
• Design and manage training, mentorship, and capacity-building programs to help local suppliers strengthen their operational capabilities, enhance their competitiveness, and meet MTN’s procurement requirements.

Supplier Development and Transformation:

• Work closely with MTN’s procurement and supply chain teams to identify strategic opportunities for local suppliers, ensuring that diverse businesses are incorporated into MTN’s supply chain.
• Lead the implementation of programs aimed at transforming and developing suppliers, with a specific focus on empowering minority-owned, women-owned, and other underrepresented suppliers to participate in MTN’s procurement processes.
• Provide mentorship and support to local suppliers on business management, financial capacity, quality assurance, and operational efficiencies, ensuring they are well-positioned to succeed in competitive tenders.

Driving Innovation and Sustainable Growth:

• Lead the promotion of innovation and sustainable practices within the supply chain, encouraging local suppliers to develop and adopt new technologies and processes that contribute to MTN’s business goals.
• Stay ahead of industry trends, market changes, and technological advancements, and ensure that MTN’s local content strategy incorporates innovative solutions that drive long-term value for local economies.

Stakeholder Engagement and Collaboration:

• Develop and manage strong relationships with internal stakeholders, including the procurement, legal, finance, sustainability, and corporate affairs teams, to align local content and supplier development initiatives with MTN’s corporate objectives.
• Engage with external stakeholders such as industry associations, chambers of commerce, government agencies, and international organizations to drive local content policies and ensure compliance with local regulations.
• Act as the primary point of contact for local suppliers, offering guidance and support to navigate MTN’s procurement processes and ensuring that supplier relationships are managed effectively.

Monitoring, Reporting, and Impact Assessment:

• Implement mechanisms to track and report on the progress and success of MTN’s local content initiatives, ensuring alignment with key performance indicators (KPIs) and ESG targets.
• Regularly assess the effectiveness of enterprise development and supplier programs, ensuring that measurable outcomes such as job creation, supplier growth, and community impact are achieved.
• Provide timely, accurate, and insightful reports to senior leadership and key stakeholders on the status of local content development and supplier transformation efforts.

Creating a Culture of Inclusion and Empowerment:

• Champion MTN’s commitment to diversity, equity, and inclusion by embedding these principles within the ESD strategy and fostering a culture that supports local enterprise growth and supplier diversification.
• Ensure that MTN’s procurement policies reflect inclusive practices, with a focus on engaging historically disadvantaged groups, women, youth, and people with disabilities.
• Celebrate and recognize local supplier successes, creating opportunities for MTN to showcase the achievements of its local business partners.

Celebrating Milestones & Recognizing Supplier Contributions:

• Regularly celebrate milestones and successes within MTN’s supply chain sustainability journey, highlighting supplier achievements and contributions to the company’s overall ESG goals.
• Create recognition programs to incentivize suppliers to continuously improve their sustainability performance and to demonstrate MTN’s commitment to partnership and collaboration.

Qualifications

Education:

• 4 year Bachelor’s degree in Business Administration, Supply Chain Management, Economics, or a related field. 
• A Master’s degree in Business Administration (MBA), or equivalent advanced qualifications in sustainable development, procurement, or supply chain management is highly desirable.
• Relevant certification / accreditation / membership with professional body as required for role.

Experience:

• Minimum of 5 - 8 years of experience in supply chain management, enterprise development, or supplier relations, with a focus on local content and supplier diversity.
• Proven experience in leading enterprise and supplier development initiatives in emerging markets, with a track record of empowering SMEs and local suppliers to succeed in competitive environments.
• Strong understanding of local content policies and regulations across diverse markets, including Africa, the Middle East, and other MTN operating regions.
• Experience in driving collaborative partnerships with government bodies, industry associations, and NGOs to foster local business growth.
• associations, and NGOs to foster local business growth.

Key Skills & Competencies:

• Strong strategic thinking and leadership abilities, with a deep understanding of enterprise development, supply chain sustainability, and local content policies.
• Excellent interpersonal and stakeholder management skills, with the ability to engage and influence senior leadership, suppliers, and external stakeholders across a variety of cultural contexts.
• Strong project management and organizational skills, with the ability to manage complex, cross-functional initiatives.
• Knowledge of procurement and supply chain best practices, particularly in relation to local content, supplier transformation, and social impact.
• Excellent communication, presentation, and negotiation skills, with the ability to articulate complex concepts in an accessible and persuasive manner.

Key Attributes:

• Visionary Leader: You are a forward-thinking leader who can craft a compelling vision for local content development and inspire others to drive positive change within their communities.
• Passionate Advocate: You are a passionate advocate for inclusive economic growth and supplier diversity, committed to ensuring that local suppliers can thrive and contribute to MTN’s business success.
• Results-Driven: You are focused on achieving measurable outcomes, ensuring that your efforts create lasting economic impact, foster supplier growth, and meet MTN’s strategic objectives.
• Collaborative Change Agent: You thrive in a collaborative environment, working seamlessly with internal and external stakeholders to drive long-term value for MTN and the communities in which it operates.

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Responsibilities

Setting Strategic Direction for Responsible Supply Chains:

• Develop and communicate MTN’s global supply chain sustainability strategy, ensuring it aligns with the broader corporate sustainability and ESG (Environmental, Social, Governance) goals.
• Work closely with senior leadership and local teams in MTN’s operating countries to ensure that sustainability objectives are well understood, actionable, and aligned with local supply chain practices and priorities.
• Provide strategic guidance to MTN’s local operations to embed sustainable and ethical sourcing practices tailored to the unique challenges and opportunities of each market working closely with Global Supply Chain and Souring team.
• Continuously assess the sustainability landscape in different countries, incorporating local context (e.g., regulatory, social, and environmental factors) into MTN’s responsible supply chain strategies.

Supplier Engagement & Alignment with Sustainability Commitments:

• Lead efforts to engage MTN’s suppliers at a global level, ensuring they understand and align with MTN’s sustainability commitments, including reducing carbon emissions, promoting gender equality, ensuring responsible labor practices, and ethical sourcing.
• Develop and implement supplier engagement programs to support the alignment of their sustainability strategies with MTN’s core ESG goals, fostering shared responsibility in achieving MTN’s sustainability targets.
• Collaborate with suppliers to create action plans for improving sustainability within their operations, helping them meet MTN’s expectations for ethical, social, and environmental practices.
• Ensure the integration of sustainability performance indicators in supplier contracts and oversee regular assessments of supplier performance against these metrics.

Global Supply Chain Policy Development & Compliance:

• Drive the development and implementation of policies, guidelines, and standards for responsible sourcing and supply chain sustainability across MTN’s global operations.
• Ensure that MTN’s supply chain practices comply with local and international sustainability standards, laws, and regulations, including those related to human rights, environmental protection, and fair trade.
• Collaborate with MTN’s legal and compliance teams to ensure that MTN’s suppliers adhere to the company’s ethical sourcing policies and sustainability commitments.
• Establish robust supplier audits and assessments to verify adherence to sustainability standards, identifying any risks or gaps and driving improvements where necessary.

Building Cross-functional Collaboration Across Countries and Departments:

• Work closely with key internal stakeholders, including procurement, operations, legal, finance, and sustainability teams, to embed sustainability principles into all stages of the supply chain from sourcing to delivery.
• Develop frameworks for ensuring that sustainability objectives are consistently communicated and achieved across MTN’s global supply chain, regardless of geographical location or market conditions.
• Guide local operations teams in different countries on how to implement and execute MTN’s responsible supply chain strategies, while also accommodating for regional variations in supply chain structures and challenges.
• Lead regular training and knowledge-sharing sessions for internal teams and local supply chain leaders to ensure alignment with global sustainability goals and to build the necessary capacity for driving sustainable change.

Risk Management, Performance Measurement & Reporting:

• Identify, assess, and mitigate ESG risks within the supply chain, including environmental, social, and governance risks, by implementing proactive risk management strategies.
• Develop and maintain a robust system for monitoring, measuring, and reporting on supplier sustainability performance, ensuring alignment with MTN’s overall sustainability targets.
• Regularly track supplier performance against agreed sustainability KPIs, identifying areas for improvement and working closely with suppliers to address deficiencies.
• Produce and present detailed reports to senior leadership and other key stakeholders, showcasing progress in supplier sustainability alignment and identifying key risks and opportunities.

Innovation & Continuous Improvement:

• Foster a culture of continuous improvement within MTN’s supply chain by encouraging innovation in sustainability practices, technologies, and processes.
• Stay abreast of emerging trends in sustainability, including new technologies and industry best practices, and drive their integration into MTN’s supply chain.
• Lead the development of new programs and initiatives that enhance sustainability within the supply chain, such as carbon footprint reduction, waste minimization, and the promotion of circular economy principles.
• Work closely with suppliers to encourage the adoption of sustainable technologies and practices, leveraging MTN’s scale and influence to drive broader industry change.

Training, Capacity Building & Stakeholder Engagement:

• Develop and implement training programs for both MTN employees and suppliers to enhance their understanding of responsible supply chain practices, sustainability challenges, and MTN’s commitments.
• Foster relationships with key stakeholders, including governments, NGOs, industry groups, and sustainability organizations, to stay informed about policy changes, best practices, and new opportunities for collaboration.
• Act as an advocate for MTN’s supply chain sustainability efforts, representing the company in external forums and building the MTN brand as a leader in responsible sourcing.

Celebrating Milestones & Recognizing Supplier Contributions:

• Regularly celebrate milestones and successes within MTN’s supply chain sustainability journey, highlighting supplier achievements and contributions to the company’s overall ESG goals.
• Create recognition programs to incentivize suppliers to continuously improve their sustainability performance and to demonstrate MTN’s commitment to partnership and collaboration.

Qualifications

Education:

• Minimum 4 year degree/Postgraduate in Supply Chain Management, Environmental Science, Business Administration, or related field. 
• A Master’s degree or relevant certifications in sustainability, ESG, or responsible sourcing is highly desirable. 
• Relevant certification / accreditation / membership with professional body as required for role.

Experience:

• Minimum of 5 – 8 years of experience in supply chain management with a focus on sustainability, responsible sourcing, or ESG.
• Demonstrated experience in leading global supply chain sustainability initiatives, with a proven track record of engaging and aligning suppliers with corporate sustainability commitments.
• Extensive experience in working with suppliers across diverse geographies, including developing markets, to promote ethical sourcing and responsible supply chain practices.
• Strong understanding of global sustainability frameworks (e.g., UN Global Compact, ISO 14001, GRI), environmental regulations, and industry standards related to supply chain sustainability.

Key Skills & Competencies:

• Strong strategic thinking and ability to align global supply chain operations with broader sustainability goals and corporate strategy.
• Excellent communication, negotiation, and relationship-building skills, with the ability to engage stakeholders at all levels, from senior management to suppliers.
• Ability to manage complex, cross-functional projects and collaborate effectively with teams across different countries and departments.
• Strong analytical skills with the ability to assess risks, monitor supplier performance, and drive data-driven decision-making.
• Deep understanding of environmental, social, and governance (ESG) principles as they relate to supply chain management.
• Ability to influence and drive change within both internal teams and external suppliers, fostering a culture of collaboration and continuous improvement.

Key Attributes:

• Visionary Leader: Able to develop and articulate a clear, compelling strategy for responsible supply chain practices that aligns with MTN’s sustainability goals.
• Collaborative Change Agent: Skilled in working with diverse teams across different countries, guiding them towards common sustainability objectives.
• Results-Oriented: Focused on delivering measurable outcomes in responsible sourcing, supplier engagement, and supply chain sustainability performance.
• Innovative & Adaptive: Comfortable navigating a rapidly changing sustainability landscape and promoting the adoption of new practices, technologies, and ideas.

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Job Description
Mission/ Core purpose of the Job: (Short description)

• To lead the regional strategy and oversee all activities related to the region maintaining a focus on revenue growth, innovation efficiency and operational excellence. This position is responsible for driving and overseeing the operational initiatives from the ‘regional cluster’ that are aimed at achieving efficiencies within the EBU, Technology, Customer Experience & Consumer divisions. The responsibility includes implementation and coordination of strategic initiatives and projects in order to ensure synergy between the MTN Head Office and the Regional Office as well as synergy within the four areas of focus. (I.e. EBU, Customer Experience, Technology & Consumer).
• 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 industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• 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

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.
Strategic Alignment

• To oversee the alignment of Technology, EBU, Customer Experience and Consumer Business operational and the overall commercial strategy this includes operating systems, procedures and processes.
• To integrate and drive synergies on business streams and fostering alignment to MTN South Africa’s goals and governance requirements.
• To provide advice and guidance to the various departments within the Region
• To align operational needs of the various department to external economic and commercial environment for sustainability.

Business Management

• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps to be adopted by the Region
• Monitor operational performance as per set targets across various activities.
• Provide strategic direction for business and operational management across the Region
• Ensure cross-functional alignment and coordination across the commercial and technology areas

Operational Delivery

• Oversee the consolidated business performance for Customer Experience, EBU, Technology and Consumer.
• Proactively identify opportunities to reinforce MTN SA performance in the regions
• Oversee and ensure compliance to legal and regulatory frameworks where applicable
• Ensure business operational improvement for Customer Experience, EBU, and Consumer
• To integrate technology landscapes across the different business streams
• Represent MTN SA at all regional key stakeholder meetings
• Manage shared services functions (e.g. Financial Management and Procurement) at a regional level and participate in their appraisal
• Drive MTN SA internal communication efforts in the region
• Relationship building with key customers, both internal and external

Budgets

• Develop and Manage regional budgets in line with business objectives;
• Manage regional project initiatives within the allocated budget ; and
• Ensure that costs are managed efficiently.

Reporting

• Report on a monthly basis relating to progress made within the Region and in accordance with the measurement metrics set by the COO
• Highlight to management any significant deviations from defined performance metrics; and
• Provide regular feedback to the COO regarding all relevant cross-functional issues at regional level
• Report on an adhoc basis on specific projects, as required.

Client Experience

• Ensure delivery of exceptional client experience through appropriate financial integrity, accurate client reporting and timeous resolution of billing issues across the region
• Conduct regular CSAT surveys to monitor client satisfaction for the region
• Work closely with regional sales teams to provide premium service to our clients
• Real-time tracking of progress on outstanding regional client service incidents
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Be the overall regional custodian for customer engagement across the business
• Supervisory / Leadership / Managerial Tasks: Refers to the responsibilities for directing, guiding, motivating and influencing others.
• Coaching and mentoring of direct reports to ensure staff motivation is high

Ensure optimization of resources

• Ensure the effective management of diversity among employees in the region
• Identify staff training and development needs and implement necessary actions
• Manage and maintain relationships with internal stakeholders and external partners
• Manage the regional management team and ensure they perform at the highest level
• Overall responsibility for budgeting, and human resource management for the region
• Possess the authority; presence and integrity to command respect from colleagues and direct reports
• Provide clear direction and manage performance of the regional team
• Recruitment for the regional management team in consultation with the relevant functional executives
• Monitor the goals and objectives of the regional management team

Manage the Regional Operations budget

• Prepare the operational budget, expense report and manage the cash book
• Role Dependencies: Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this
• would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for.
• Example HR Managers having to manage an IT function.
• Provide specialist advice to ad hoc projects and external initiatives as required
• Initiate and participate in projects as required
• Cross functional integration between departments
• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
• Creativities (improvement/innovation inherent) Indicates the potential for improvement and / or innovation inherent in a position.
• Explore innovative ways to integrate the various departments consistently across the region
• Proactive communication regarding operations and strategy elements
• Apply market research in an optimal way to add as much value as possible to own and other areas of the business
• Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage
• Recommend innovative solutions to enhance MTN performance
• Ensure continuous improvements at system, process and procedure level, in alignment with regional strategy
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Implement cost-saving activities
• Streamline the region in accordance to MTN strategy, economic conditions and market pressures in order to optimise revenue
• Network extensively and establish sound relationships with all stakeholders including external service providers and government officials
• Proactively encourage and maintain executive relationships
• Manage business intelligence to identify trends and risks for MTN

Build brand credibility

• Structure and build key customer insight, and communicate this to the business via vertical strategy documents
• Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.
• Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level
• of impact.
• Geographic spread
• Changes in South African regulatory environment
• Fluctuations in the market
• Compliance and other laws and legislation
• Franchising legislation
• Reliance on the stability and availability of systems
• Non-achievement of turnaround times
• Inappropriate processes resulting in delayed service to customers
• Operational failures such as billing system and customer service inadequacies
• Incoming resources allocated incorrectly within segments
• Staff performance issues
• Difficult economic conditions
• Prescriptive regulatory environment impacting on solution development
• Retention of experienced staff and skills unavailability
• Internal and external fraud
• Mergers and acquisitions into MTN and channel
• Increasing pace of the business requiring fast turn-around times
• Integrity of MTN operational data
• Budgetary constraints that impact on the short and long term strategies that are being devised
• Collaboration: Refers to formal and informal relationships
• Responsibility towards: who are they and what do they receive from the incumbent. Direct reports: N/A Matrix reports: Regional Senior Managers and Teams Key customers: Commercial partners, end customers, outsource partners, managed services partners, Key suppliers: outsource partners, managed services partners, Relations, etc.: departments across MTN SA Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

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

Key Deliverables

• The OD and Performance Partner will be accountable to achieve the following objectives:

Governance 
Strategic Meetings

• Provide input in strategic meetings when required
• Provide inputs into the enterprise wide transformation initiatives when required
• Provide inputs into the risk mitigation and controls
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Provide input into the preparation of proposal on change initiatives SLA, policies and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Function Tactical
• Provide input into all projects initiated (internal or global)
• Identify and document key risks, issues and dependencies and set mitigation actions
• Prepare documentation required for sign-off / making decisions regarding tactical changes

Performance

• Ensure execution in alignment with divisional strategy
• Provide input into SLA approval and exception performance review 
• Reporting
• Report on a periodic basis to reporting manager relating to progress made within the sub-function and in accordance with the measurement metrics set by the organisation
• Report on an ad hoc basis on specific projects as and when necessary

Operational Delivery
Organization Design

• Evaluate and generate business-specific insights to advise Group Finance   & Group Corporate Services functions on organization design solutions and practices that are result oriented 
• Assist in localizing and implementing the functional organizational architecture operating model, strategy, objectives and budgets for Manco, in conjunction with HR Services team
• Maintain and update the organization structure, headcount sizing, job profiling and transition plans - in line with the operating model, strategy, objectives and budgets for Group Finance   & Group Corporate Services functions
• Provide inputs for the development of Functional Competency framework for the Group Finance   & Group Corporate Services functions, in conjunction with global Organization Architecture team
• Analyse and prepare headcount and FTE sizing proposal for Group Finance   & Group Corporate Services functions (aligned with the budgets) 
• Develop job profiles relevant to the positions in the Group Finance   & Group Corporate Services functions, along with the functional leaders, in line with the OD and Rewards Policies. Ensure appropriate protocols and approvals are obtained prior to rollout. 
• Timely communication of new/revised job profiles to HR Operations Team for operational implementation
• Responsible to ensure job/position evaluation for Group Finance   & Group Corporate Services functions
• Develop the workforce transition strategy and plan along with the Group Finance   & Group Corporate Services leaders. Socialize and monitor progress of fully approved transition plans which are delivered by HR Operations teams
• Periodically review, analyse and report on OD and People data for the Group Finance   & Group Corporate Services functions to ensure compliance to the Global Data and OD standards and policies.
• Prepare, present and report on key organization design metrics such as span of control, organization layers, headcount and critical position vacancies for the Manco Business Units, in line with the practices defined by the Global Organization Architecture Team

Workforce Planning and Analytics

• Assist in the development, monitoring and reporting of Functional HR budgets relating to headcount and cost for the Business Unit. 
• Assist in the development and presentation of strategic and operational workforce plans for the Business Unit, in line with the methodology and framework defined by the Global Organization Strategy and Performance vertical
• Prepare key Business Unit workforce metrics (headcount, HR budget and cost, talent and organization metrics etc.) based on data/inputs received from the Global Strategy and Analytics team, to the respective Business Leaders and Group HR Leaders on a timely and accurate basis. 
• Analyse, prepare and circulate  workforce related analytics and insights specific to Group Finance   & Group Corporate Services functions
• Provide inputs to optimize allocation of resources, ensuring that resources are sufficient, and that duplication of resources occurs is minimised
• Assist in preparing key highlights of business objectives/plans and workforce related plans to report on a timely basis to the Global HR Expertise Verticals and Manco HR Services team. 

Performance Management

• Assist with the appropriate research, inputs, insights and leading practices relating to business-specific people performance metrics and KPIs
• Ensure implementation and adherence to the global performance management framework and methodology within the Business Units 
• Educate and communicate with line managers in the Group Finance   & Group Corporate Services functions on the various performance management responsibilities, processes, policies, people management practices 
• Execute the implementation of performance programs and initiatives for Group Finance   & Corporate Services  functions at Manco
• Assist in the cascade and socialisation of approved functional KPIs and targets for Group Finance   & Group Corporate Services functions 
• Monitor and report on process compliance of the Group Finance   & Group Corporate Services functions to key performance schedule of activities and timelines 
• Assist in the effective execution of goal setting, moderation and calibration processes for the Group Finance   & Group Corporate Services functions
• Participate and ensure appropriate closure of action relating to ad-hoc performance interventions such as facilitating individual development plans, management of performance improvement candidates, resolution/escalation of performance related conflicts, technical systemic constraints etc. and so on.
• Proactively coordinate with the Global Performance teams to obtain reports and undertake necessary actions based on the performance metrics results 

Qualifications
Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 3 year tertiary degree / diploma (Human Resource/  Behavioural Sciences/ Business Studies / Management and/or Equivalent)
• Relevant certification / accreditation / membership with professional bodies in the area of organization design, business performance & productivity etc. (advantageous)

Experience:

• Minimum of 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on OD, performance management and workforce planning 
• Demonstrated experience partnering with clients on solving business/operational issues through the application of progressive people systems (Human Resources) practices.
• Project management experience
• Worked across diverse cultures and geographies
• Experience working in a medium to large organization