Top Roles at MTN

Mission/ Core purpose of the Job:   

• To promote and maintain the image of the company by initiating effective communication with customers wishing to cancel their contracts with Supersonic and encouraging retention of existing customers through service excellence. 

Responsibilities

Key Performance Areas:  

Operational Processes 

• Work with existing processes and procedures in such a way that operational efficiencies and performance are enhanced 
• Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance 
• Work consistently according to standard operating procedures 

Task execution 

• Answer inbound customer cancellation communications with the objective to saving and retaining the customer. 
• Outbound communication to customers who are due to cancel their contracts with the objective to saving and retaining the customer 
• Responding to customer inquiries via available systems with the objective to saving and retaining the Supersonic customer 
• Contact valued customers from the list provided by marketing and offer them upgrades, loyalty offers, etc. 
• Use of the various saves tools to save customers, retentions playbook. 
• Initiate dial campaigns to discourage customers from “churn” 
• Strive to make customers feel valued and important and prevent them from leaving 
• Maintain excellent customer relationships 
• Attend to queries and needs of customers as required within procedures 
• Process upgrade documentation when a customer has decided to upgrade 
• Escalate any anomalies or problems to management 
• Draw up comprehensive action manager notes for all transactions  
• Compile daily productivity reports as required  
• Improve methods of carrying out work through on-the-job concrete experience 
• Ensure that resources of time, skills, equipment and materials are neither wasted nor misused 
• Support the work performed by others 
• Continuously improve knowledge around new technology in telecommunications 
• Deal with inbound and outbound calls 
• Attend to correspondence via all channels required
• Monitor stock requirements and inform supervisor 
• Perform ad hoc projects on an occasional basis as required
• Manage Cancellations and Audits from start to completion
• Coordinate with customers, FNOs, transport providers and internal stakeholders to ensure smooth service delivery and equipment collections

Problem solving

• Address problems on a case-by-case basis, ensuring an optimal balance between the response to the situation and the core purpose of the organization 
• Sort, accumulate and analyze information about a particular situation or problem to assist with problem solving • Initiate resolution of operational problems 
• Follow clear and linear procedures to find practical solutions to problems pertaining to dealing with callers 
• Offer input and judgments relevant to own technical expertise and experience 
• Base judgement predominantly on knowledge, skills and experience to solve problems 
• Exercise judgement through the senses, i.e. hearing, sight, etc, e.g. using training and experience with discretion centred around quality in order to solve problems 

Customer Service (internal / external) 

• Ensure that all Supersonic customers feel valued and important
•  Provide accurate advice and information to customers and adhere to quality standards
• Consider the implications of actions to be taken on the image of the company 
• Understand the immediate consequence and impact of activity on the business 
• Respond and attend to queries and problems in line with set guidelines 
• Escalate unresolved queries timeously 
• Ensure quick and accurate processing of customer queries 
• Deliver first time right service excellence – “Do it right the first time” 

Schedule adherence & timekeeping 

• Ensure adherence to planned schedules 
• Ensure that all service levels are met including call answer rate, abandonment ratio, average handled time, call work, breaks, adjustments, personal time, unavailable, dispositions, csat, nps etc. 

Quality Assurance 

• Ensure that all customer communications are done in a compliant fashion via adhering to the call guide and scripts. 
• Ensure that quality assurance targets are achieved
• Ensure that customers are provided accurate information with regards to their products and services 
• Ensure that customers are provided the required legal information that is required by law and Supersonic policies • Ensure that customers are provided the required legal information that pertains to their contracts 
• Identify processes and procedures where the quality of work may be improved. 
• Understand the consequences of not maintaining quality focus and operate appropriately 
• Ensure Supersonic quality standards are implemented correctly. 

Qualifications

Education: 

• Matric 
• Certificate/ Diploma in Commerce (Marketing/Communications or related) will be an advantage.

Global Experience:

• Minimum of 2 years’ experience in an area of specialization; with experience in working with others
• Experience working in a small to medium organization

Training 

• Computer Literacy 
• Telephone Etiquette 
• Quality standards 
• Procedures and processes 
• Products and Services
• Systems- Rockwell, EPPIX, Wizard, ISI, Imaging, Smart Wizard, Tetra, CVE, etc 
• Handset and data training 

Apply Before 06/05/2026

go to method of application »

Responsibilities

Mission/ Core purpose of the Job

• Global People Performance is a sub-function within the Global Organization, Strategy and Performance function at MTN Group HR. The Consultant, Global People Performance is responsible for the design, development and implementation of the Global Performance Management methodology and framework in order to increase and recognise individual, team and enterprise productivity and effectiveness.
• The Consultant, Global People Performance reports to the SM: Global People Performance. The position will interface with Business Talent Partners (OD & Performance), Business Teams, Regional Talent Partners, Global Learning Innovation and Global Rewards function.

Key Deliverables

The Consultant, Global People Performance will be accountable to achieve the following objectives:

• Strategy Development and Implementation
• Assist in the creation of the sub-divisional  strategy in line with the overarching business goals
• Input into the effective implementation of the strategy by means of providing direction, structure, frameworks,  models, plans and roadmaps

​​​​​​​Governance 

Strategic Meetings

• Provide input in strategic meetings when required
• Provide input to enterprise wide transformation initiatives when required
• Provide input to and ensure adequate 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 or reputational impact
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Functional Tactical
• Provide input into all projects initiated (internal or global)
• Provide input into establishing objectives, targets and budgets for the Global People Performance as applicable
• Identify and document key risks, issues and dependencies and set mitigation actions
• Ensure adherence to budgets
• Manage strategic/ service delivery partnerships
• Prepare documentation required for sign-off / making decisions regarding tactical changes

​​​​​​​Performance

• Ensure execution in alignment with the functional strategy
• Provide input into the SLA approval and exception performance review
• Reporting
• Report on a periodic basis to the SM: Global People Performance relating to progress made within the function and in accordance with the measurement metrics set by the organization
• Report on Exco KPI progress periodically and manage Exco evidence requirements and collection
• Report on an ad hoc basis on specific projects, as required

​​​​​​​Budgets

• Report on a periodic basis to reporting manager 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
• Assist in periodic review of relevant functional reports from the Opco 
• Assist in preparation of management information reporting 

​​​​​​​Operational Delivery

Support Delivery Management

• Ensure service delivery excellence by providing practical and innovative global performance solutions and serving as a trusted advisor to the Business and Regional Partners (OD & Performance)
• Research and identify opportunities for continuous improvements for performance management based on trends, feedback from business and leading practices
• Proactively develop subject matter expertise on performance management to facilitate knowledge sharing with Manco Business Partners and Opco Specialists
• Provide and lead training and consulting support to Business Partners and Opcos, in order to ensure effective adoption and use of performance management methods and tools 
• Assist in implementation of Global Performance special projects and initiatives. Onboard and develop strong working relationships with Manco Business Partner and Opco HR teams to ensure successful execution and delivery thereof
• Liaise with external suppliers and consultants for outsourcing service provision and contract management
• Support and facilitate organizational growth through internal networking, supporting new business proposals and presentations

​​​​​​​Global Performance Management 

• Provide inputs and manage execution of the Global Performance functional strategy and plan
• Research and provide inputs to continuously improve Global performance management framework, principles, policies and processes, in line with leading practices and business needs
• Implementation and maintenance process to update and continuously improve global performance management policies and processes
• Ensure alignment of  the Global Performance Management framework with HR expertise deliverables including competency development, learning and development, talent management, reward and human capital measures of employee productivity
• Maintain the global goals and KPI library for the business groups across MTN aligned with the business objectives and strategies of MTN
• Work closely with the Business OD & Performance Partners and Opco HR to ensure consistent application and use of the goal/KPI library
• Facilitate cascading of the following to the respective Manco Business Partners / Regional Partners, Business Leadership and Opco HR Teams:
• Global Performance management process, principles, templates and critical cycles
• Goal Setting process and guidelines 
• Finalized Group Functional KPIs and targets within time parameters
• Obtain all functional KPI results at year end for Opco scoring
• Global Moderation and evaluation parameters and process
• Progress updates and request for action
• Coordinate and manage day to day operations, relating to the following:
• Initiation, management and closure of the global performance management cycle
• Monitoring and follow up on process completion and activity status
• Collate and consolidate all KPI measurement metrics for the Senior Executives and CxOs which meet audit requirements
• Provide training and consulting support to ensure effective adoption and use of global performance management tools across Opcos
• Assist in the preparation, monitoring and reporting of key global performance process metrics and analytics across MTN. Cascade and share relevant reports with Manco Business and Regional Partners to enable appropriate action and correction
• Drive initiatives relating to branding, marketing and positioning of the Global PM methodology, process and systems across the Group and Opcos
• Assist in identification and rollout of technology and digital enablers to improve global performance and compliance. Frequent master data evaluation of Global HR systems to ensure compliance to the required performance data standards.  
• Assist in preparation of Management/Executive MIS/Reports and Insights relating to global performance trends, process compliance, specific productivity and performance indicators/metrics etc.

​​​​​​​Ways of Working & Collaboration 

• Continuous engagement and collaboration with the Manco Business Talent Partners (OD and Performance) to ensure:
• Socialize, train and implement Global Performance standards and methodologies
• Seek and share inputs for development Global Functional KPIs 
• Address specific Business Unit concerns 
• Provide guidance and inputs to support implementation
• Exchange information and insights on business and performance components to ensure the global and business-specific solutions are practical and aligned 
• Periodic engagement with Regional Talent leaders and Opco HR Practitioners to:
• Ensure integration and alignment of performance practices across regions
• Address challenges in the region 
• Provide guidance and inputs to support local implementations
• Monitor and report on compliance to Group policy and initiatives 
• Exchange information and insights on business and performance components to ensure the region-specific solutions are practical and aligned 
• Assist in the design, implementation and deployment of new performance and budgeting ERPs on conjunction with various stakeholders at MTN 
• Coordinate with the respective technical teams in team to ensure the performance management and budgeting systems and tools reflect the principles and methodology

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:

• Minimum of 3 year tertiary degree / diploma (Commerce / Human Resources / Business Studies /Management and/or Equivalent)
• Relevant certification / accreditation / membership with professional bodies in the area of human capital productivity, performance management, etc. (advantageous)

Experience:

• Minimum of 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on performance management / Business KPU formulation etc.
• Financial / Numeracy experience
• Experience in ERP (Oracle preferred)
• Project management experience
• Worked across diverse cultures and geographies
• Experience working in a medium to large organization 

Competencies:

Functional Knowledge: 

• Performance management ( Frameworks, policy & process)
• Telecom Business Operating Models
• Telecom KPI design and measurements
• KPI / KRA methodology
• Corporate performance management principles

Skills

• Communication
• People management 
• Decision making
• Digital mind-set
• Reporting 
• Presentations
• Data interpretation
• Negotiation
• Numeracy
• Analytical
• Conflict Management
• Advance Power Point and Excel Skills

Behavioural Qualities

• Accountable
• Adaptable
• Agile
• Communication
• Culturally aware
• Get it done
• Innovative
• Inquisitive

Apply Before 06/09/2026

go to method of application »

Responsibilities

The Senior Manager Strategy and Transformation PMO will be accountable to achieve the following objectives:

• Develop and manage a comprehensive portfolio of initiatives and projects according to global best practices and industry standards.
• Establish, maintain and ensure adherence to the PMO’s governance processes and best practices.
• Identify, monitor and report key performance indicators.
• Oversee the design and development of the transformation strategy and roadmap for successful execution.
• Manage the planning and implementation of initiatives, including budgeting, resource management, scheduling and tracking.
• Serve as mentor and coach to project teams for dispute resolution, decision making and both analytical and conceptual problem solving to unlock, unblock, and accelerate the delivery of projects.
• Collaborate with stakeholders to ensure successful outcomes from projects, and manage timely escalations as needed
• Understand risks associated with projects/programs, measure and review progress, and modify plans as needed.
• Monitor overall progress and provide regular reports, with a continued focus on the critical path.
• Make recommendations to improve processes and make necessary adjustments or changes to projects or programs. 
• Develop and maintain effective strategies to promote organizational objectives 
• Lead change management initiatives to ensure smooth transition across the organization 
• Develop and implement effective risk mitigation strategies 
• Collaborate closely with internal stakeholders to ensure goals are met with high quality standards 
• Design and execute project plans to meet strategic objectives 
• Manage project budgets to ensure best use of resources
• Ensure compliance with relevant legal and regulatory standards 
• Identify opportunities for improvement in operations and procedures 

Manage and develop teams:

• Plan the project resources with the balance required to deliver effectively, while adhering to program budgets and creatively engage resources to manage resource constraints that may arise within the business.
• Effectively allocate the scope of work between one’s self, external contractors and business line talent
• Develop the program delivery, technical and soft skills of the program team members and one’s self
• Build MTN’s overall program execution capability.
• Contribute to the knowledge repository for cross functional and cross market knowledge share - compile and constantly refine the MTN delivery playbook.
• Improve and standardise the quality and effectiveness of relevant key projects’ performance management processes.
• Uphold the MTN values in the performance of one’s duties and role model the values for colleagues
• Implement and improve tools, processes and people management techniques to build the overall capacity to deliver, the ability to track progress and impact to manage risks
• Serve as a project management subject matter expert and share best practices learnt with other program leads and teams.
• Build a culture and capability of continuous improvement in the Group Team and in the organisation more broadly.

Qualifications

Skills and Qualifications:

• Bachelor’s degree in Business Administration or related field. 
• Postgraduate qualification
• minimum 5 - 8 years’ experience in a senior project/program management role work experience in a global management consulting or multinational business environment
• Proven ability to develop and manage budgets, programs and projects. 
• Knowledge of best practices in strategy, business transformation, and project management. 
• Ability to communicate and collaborate effectively with stakeholder groups. 
• Strong analytical skills to identify and assess risks and opportunities, and keen attention to detail. 
• Strong problem-solving and negotiation abilities.
• Excellent technical writing, presentation and communication skills. 
• PMP certification is preferred

Competencies:

• Resilience and agility: Ability to lead complex, ambiguous, high profile programs and deal with the volatile nature of a program environment
• Leadership skills: Ability to get along with, listen to, speak to, and manage people’s expectations. Strong communication skills at all levels and the ability to easily collaborate with teams, internal / external stakeholders with or without formal reporting relationships
• Problem Solving skills: Analytical and critical thinking are essential in evaluating problems and reaching solutions. This skill requires at times logical methodical approach and in other situations creativity and lateral thinking. Persuasion and negotiation will be also important. 
• Execution and Implementation Skills:  Reliability, results-oriented, proven track record of delivery and can-do attitude 
• Challenger mind-set: Ability to engage with senior business stakeholders and challenge the status quo utilizing data analytics and problem-solving capabilities
• Holistic View and Attention to Detail: Balancing the big picture view and attention to detail is a crucial skill to build trust with stakeholders at all levels. Developing strategies and producing error-free deliverables, shows that the Transformation office is thorough and recommendations are solid. 
• Prioritisation management: Ability to make best out of the allocated time and resources  

Skills:

• Analytical and conceptual problem solving
• Project/Programme Management
• Performance Management (Revenue, and Cost)
• Financial Analysis and Modelling
• Business / Process Analysis
• Internal and external Stakeholder/Relationship Management
• Planning and Organizing
• Group Strategy and Transformation Initiatives 
• Project Management of the transformation/operational programme initiatives related decisions as delegated by the Executive Group Transformation and / or the Group Transformation Board. 

Responsibility towards: 

• Direct reports: Project Managers.
• Matrix reports: OPCO’s Transformation Officers / OPCO EPMO GMs
• Key customers: GCOO, Group Exco, MTN BoD, OpCo Executives,
• Key suppliers:  Consultants, Contractors
• Other relations:  Unions and Customers in relation to the relevant internal MTN channels

Apply Before 06/09/2026