Trending Positions at Optimal Growth Technologies

Role purpose and scope:

• Support creation & development of infrastructure
• SPV Technology Strategy, Architecture and Operating model design for the SPV's
• Source, drive and negotiate strategic partnerships – vendors, investors, and customers
• Alignment with Group technology strategy and supply chain processes
• Drive infrastructure sharing, co-build initiatives across ALL market within the Group 
• Overlay demand, network plans and finalise costing
• Support the Programme Management Office, Group SCM and Group Commercial teams for infrastructure development and sharing across ALL Tower, power and RAN asset classes
• Engage with company and market stakeholders, e.g. Group Chief Network Office (CNO) and market Chief Technical Officers (CTOs) and/or relevant technical personnel to drive all tower related infrastructure development

Role Deliverables:

TowerCo Set-up & Strategy

• Define the technology strategy, architecture, and operating model 
• Support business case development, due diligence, and market assessments
• Align network and infrastructure plans to investment and commercial objectives

End-to-End Network Planning

• Compile a view of existing active and passive network infrastructure comprising of towers, power and RAN across markets
• Facilitate due diligence of existing network infrastructure, where required and in consultation with the relevant team and local markets
• Facilitate the compilation of fibre network deployment plans in consultation with the partner/s, Group and local markets
• Lead integrated network planning across RAN, microwave backhaul, and core interconnects
• Develop capacity forecasts, coverage plans, and deployment strategies
• Ensure optimisation of Capex, Opex, and network performance
• Ensure network plans align with business case and inputs used are well benchmarked and realistic
• Prepare specifications of infrastructure required to be used in RFP's

Infrastructure & Assets (Tower, Power, Passive)

• Define requirements for tower infrastructure, power systems, and site design
• Enable multi-tenancy, infrastructure sharing, and co-build models
• Oversee planning for site acquisition, build, acceptance, and lifecycle management

IT, OSS/BSS & Cybersecurity

• Develop an End-to-end network architecture, comprising of network, IT (ERP, OSS/BSS, NOC platforms), Cybersecurity, NOC and FFO capability
• Ensure cybersecurity frameworks, governance, and compliance across all systems
• Integrate systems to enable end-to-end operational visibility and automation

Programme & Delivery Management

• Lead end-to-end deployment plans (plan, build, operate phases)
• Manage vendors, partners, and RFP processes for network and infrastructure rollout
• Support execution governance, reporting, and stakeholder alignment

Stakeholder & Regulatory Engagement

• Engage with internal leadership, investors, and regulators
• Support licensing, legal agreements, and infrastructure partnerships
• Provide technical input into negotiations and commercial frameworks

Execution

• Support implementation / execution of plans

Legal and Regulatory

• Input into detailed Stakeholder engagement plan, Engage with Regulators and secure licenses
• Support legal with Shareholder agreements, Master lease agreements and all related legal drafts

Governance

• Regular steering committees in the business-critical areas
• Regular EXCO updates

Must have technical / professional qualifications:

Education:

• Bachelor's degree in Telecommunications Engineering, Electrical Engineering, Geomatics, or related technical discipline.

Experience:

• Minimum 10 years' experience in telecommunications networking, with strong exposure to network strategy, RF (RAN) planning, and fibre network planning
• Proven experience in end-to-end network planning, including RAN, fibre (FTTH/FTTB/FTTS, Metro, NLD), backhaul, and core interconnect
• Demonstrated experience in large-scale network rollout planning, due diligence, and business case development
• Experience working in multi-market or Group Technology environments and supporting strategic infrastructure initiatives

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Role purpose and scope:

• Support creation & development of infrastructure joint venture Special Purpose Vehicles (SPV's) across companies markets focussing on Fibre (FTTH/B, FTTS, Metro, NLD)
• SPV Technology Strategy, Architecture and Operating model design for the SPV's
• Source, drive and negotiate strategic partnerships – vendors, investors, and customers
• Alignment with Group technology strategy and supply chain processes
• Drive infrastructure sharing, co-build initiatives across ALL market within the Group in partnership with other MNO's, OTT players, Hyperscalers e.g. (Google, Meta, Microsoft, AWS) or any other 3rd party equity investors
• Overlay demand, network plans and finalise costing
• Support the Programme Management Office, Group SCM and Group Commercial teams for infrastructure development and sharing across ALL fibre asset classes
• Engage with Group and market stakeholders, e.g. Group Chief Network Office (CNO) and market Chief Technical Officers (CTOs) and/or relevant technical personnel to drive all fibre infrastructure development, sharing and JV initiatives across the markets

Role Deliverables:

FibreCo Set-up & Strategy

• Define the technology strategy, architecture, and operating model 
• Support business case development, due diligence, and market assessments
• Align network and infrastructure plans to investment and commercial objectives

End-to-End Network Planning

• Compile a view of existing network infrastructure for NLD/Metro/FTTH/FTTB/FTTS
• Facilitate due diligence of existing network infrastructure, where required and in consultation with the relevant Group Technology team and local markets
• Facilitate network plans based on agreed criteria for input into business cases
• Facilitate the compilation of fibre network deployment plans in consultation with partner/s, Group and local markets
• End-to-end network architecture for FibreCo (Backhaul and FTTx) across network, IT, Cyber, NOC, BNG/OLT/ONT dimensioning
• Optimise business structure, partnership and resourcing plan to cater for launch, interim and to be scenarios
• Prepare scope of work required for RFP and facilitate RFP's with SCM for POC and wider scale deployments
• Prepare specifications of infrastructure required to be used in RFP's
• Ensure network plans align with business cases and inputs used are well benchmarked and realistic

IT, OSS/BSS & Cybersecurity

• Develop an End-to-end network architecture 
• Ensure cybersecurity frameworks, governance, and compliance across all systems
• Integrate systems to enable end-to-end operational visibility and automation

Programme & Delivery Management

• Lead end-to-end deployment plans (plan, build, operate phases)
• Manage vendors, partners, and RFP processes for network and infrastructure rollout
• Support execution governance, reporting, and stakeholder alignment

Stakeholder & Regulatory Engagement

• Engage with internal leadership, investors, and regulators
• Support licensing, legal agreements, and infrastructure partnerships
• Provide technical input into JV negotiations and commercial frameworks

Execution

• Support implementation / execution of plans

Legal and Regulatory

• Input into detailed Stakeholder engagement plan, Engage with Regulators and secure licenses
• Support legal with Shareholder agreements, Master lease agreements and all related legal drafts

Governance

• Regular steering committees in the business-critical areas
• Regular EXCO updates

Must have technical / professional qualifications:

Education:

• Bachelor's degree in Telecommunications Engineering, Electrical Engineering, Geomatics, or related technical discipline.

Experience:

• Minimum 10 years' experience in networkstrategy, RF planning, fibre network planning, or integrated network design within telecoms environments
• Proven experience in end-to-end network planning (RAN, fibre/FTTx, backhaul, and core interconnects)
• Demonstrated experience in large-scale network rollout planning, due diligence, and business case development
• Exposure to multi-market or group-level planning environments is advantageous

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Role purpose:

• The Multimedia Designer is responsible for creating visually stunning and interactive content that supports the company's product and service objectives.
• This role involves collaborating with cross-functional teams, including brand managers and product marketers, to produce engaging multimedia assets.
• The ideal candidate possesses a blend of creative flair, technical skills, and an understanding of corporate identity.

Key accountabilities ownership:

• Design creative based on briefs received from internal teams within the required timelines.
• Know and understand the brand's CI Guidelines and its execution when designing creative.
• Provide creative input on artwork received as and when required.
• Prioritise and manage creative briefs effectively according to the deadlines and information provided.
• Effectively communicate workload capacity to relevant stakeholders.

Must have technical / professional qualifications:

Qualifications:

• Bachelor's degree in Multimedia Design, Graphic Design, or related field.
• Proficiency in graphic design software (e.g., Adobe Photoshop, Illustrator, InDesign).
• Web development skills (HTML, CSS, JavaScript) for web-based content.
• Animation and video production expertise.
• Understanding of user experience (UX) and user interface (UI) design principles.
• Excellent communication skills and ability to collaborate effectively.

Interpersonal Skills:

• High emotional intelligence (EQ) to work well in a fast-paced team environment.
• Creative mindset while adhering to corporate identity guidelines.

Showcase Ability:

• Portfolio showcasing relevant work.

Core competencies, knowledge, and experience

Design and Production:

• Create visually appealing multimedia content, including videos, animations, and graphics, that aligns with the telco business's product and service objectives.
• Develop engaging static assets for marketing materials, website design, and advertising displays.

Collaboration:

• Work closely with brand managers and product marketers to conceptualize and execute multimedia campaigns.
• Participate in cross-functional teams to ensure seamless integration of multimedia elements within broader marketing initiatives.

Corporate Identity:

• Maintain consistency with the company's corporate identity guidelines across all multimedia assets.
• Understand the brand's visual language and apply it effectively to convey a cohesive message.

Presentation and Communication:

• Present design concepts to stakeholders, articulating the rationale behind creative choices.
• Communicate effectively with team members, incorporating feedback and iterating on designs as needed.

Time Management and Adaptability:

• Manage multiple projects simultaneously, adhering to tight deadlines.
• Thrive in a fast-paced environment where priorities may shift rapidly.

Technical Skills:

• Proficiency in graphic design software (e.g., Adobe Creative Suite: Photoshop, Illustrator, InDesign).
• Familiarity with web development tools (HTML, CSS, JavaScript) for web-based content.
• Expertise in animation and video production.

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Position Summary:

• We are looking for an ambitious and energetic Business Development Manager to help us expand our clientele and create and apply an effective sales strategy.
• The goal is to drive sustainable financial growth by boosting sales and forging strong relationships with clients.

Key Responsibilities:

Strategy and Planning:

• Develop a growth strategy focused both on financial gain and customer satisfaction.
• Conduct research to identify new markets and customer needs.
• Prepare detailed business plans to facilitate the attainment of goals and quotas.

Client Acquisition and Relationship Management:

• Arrange business meetings with prospective clients.
• Promote the company's products/services, addressing or predicting clients' objectives.
• Build long-term relationships with new and existing customers.

Sales and Negotiation:

• Prepare sales contracts ensuring adherence to law-established rules and guidelines.
• Negotiate deals and handle complaints or objections.
• Keep records of sales, revenue, invoices, etc.

Feedback and Support:

• Provide trustworthy feedback and after-sales support.
• Develop entry-level staff into valuable salespeople.

Experience:

• Proven working experience as a Business Development Manager, Sales Executive, or a relevant role.
• Proven sales track record.
• Experience in customer support is a plus.

Skills:

• Proficiency in MS Office and CRM software
• Excellent proficiency in English.
• Strong market knowledge.
• Exceptional communication and negotiation skills.
• Ability to build rapport with clients.
• Strong time management and planning skills.

Education:

• BSc/BA in Business Administration, Sales, or a relevant field is preferred.

What We Offer:

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.
• The chance to be part of a forward-thinking company at the forefront of the technology industry.

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Role Overview

• We are seeking an experienced Bulk Recruiter to support high-volume recruitment for a fast-paced call centre environment. The successful candidate will be responsible for the full recruitment lifecycle, sourcing and hiring large volumes of customer service, sales, collections, and support agents while ensuring a positive candidate experience and meeting strict hiring deadlines.
• The ideal candidate has proven experience recruiting for contact centre environments and thrives in a target-driven, high-volume recruitment setting.

Key Responsibilities

Bulk Recruitment

• Manage end-to-end recruitment for high-volume call centre vacancies.
• Source, screen, interview, and shortlist candidates for multiple roles simultaneously.
• Conduct competency-based telephonic and virtual interviews.
• Coordinate interviews, assessments, and hiring days.
• Build and maintain talent pools for ongoing recruitment campaigns.
• Ensure recruitment targets and turnaround times are consistently achieved.

Candidate Sourcing

• Source candidates through job boards, LinkedIn, social media, referrals, recruitment databases, and community outreach initiatives.
• Drive bulk recruitment campaigns and recruitment events.
• Build talent pipelines for future hiring requirements.

Stakeholder Management

• Partner with hiring managers to understand workforce requirements.
• Provide regular recruitment updates and market feedback.
• Deliver an exceptional candidate and stakeholder experience throughout the recruitment process.

Recruitment Administration

• Schedule interviews and communicate with candidates throughout the recruitment process.
• Prepare offer documentation and support onboarding activities.
• Maintain accurate recruitment records within the Applicant Tracking System (ATS).
• Ensure compliance with recruitment policies and employment legislation.

Reporting

• Track recruitment activity and hiring progress.
• Produce weekly recruitment reports and pipeline updates.
• Monitor recruitment metrics including time-to-fill, source effectiveness, and hiring targets.

Qualifications

• Diploma or Degree in Human Resources, Business Administration, Psychology, or a related field (advantageous).

Experience

• Minimum 3 years' recruitment experience within a high-volume recruitment environment.
• Proven experience recruiting for call centre/contact centre operations.
• Experience recruiting Customer Service, Sales, Collections, Technical Support, or Back Office agents.
• Experience managing multiple vacancies and meeting aggressive hiring targets.
• Recruitment agency or BPO recruitment experience will be highly advantageous.

Key Skills

• High-volume recruitment
• Call Centre recruitment
• Candidate sourcing
• Behavioural interviewing
• Talent acquisition
• ATS & recruitment systems
• LinkedIn Recruiter
• Microsoft Office
• Recruitment reporting
• Stakeholder management

Key Competencies

• Strong communication and interpersonal skills
• Ability to work in a fast-paced, target-driven environment
• Excellent planning and organisational skills
• High attention to detail
• Strong relationship-building ability
• Results-oriented and resilient
• Problem-solving and decision-making skills
• Customer-focused mindset
• Ability to manage multiple priorities simultaneously

Success Measures

• Achievement of weekly and monthly hiring targets.
• Delivery of quality candidates within agreed turnaround times.
• Positive candidate and hiring manager experience.
• Strong recruitment pipeline for ongoing bulk hiring campaigns.
• Accurate recruitment administration and reporting.

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Purpose:

• The Fibre Direct Sales Representative is responsible for promoting and selling Fixed products, including Fibre and Fixed Wireless Access (FWA). The role involves actively engaging with potential customers in designated territories (areas of opportunities identified) to drive market penetration, increase customer adoption, and achieve sales growth targets. 

Key Responsibilities:

Sales and Market Penetration:

• Identify and engage potential customers in targeted areas to promote Fixed products (Fibre, FWA).
• Conduct door-to-door sales, community activations, and on-the-ground campaigns to showcase product benefits.
• Ensure clear demarcation between Direct Sales Teams and Business Partners Foot Soldiers to avoid any overlap
• Achieve or exceed monthly sales quotas for Fixed products.

Customer Acquisition:

• Educate customers on the benefits of high-speed Fixed connectivity for personal use.
• Accurately complete sales application forms and obtain the necessary customer documentation.
• Ensure a smooth onboarding process with clear communication and timelines, covering the entire sales cycle.

Relationship Management:

• Build and maintain strong relationships with customers and provide ongoing support to improve adoption of Fixed products. (Creating a presence in the areas allocated for sales)
• Act as the point of contact for initial customer queries, installation updates, and troubleshooting guidance. (supported by regional teams and head office)
• Collaborate with the specialist to leverage any additional events happening in the area.

Territory Coverage:

• Maximise customer reach in identified priority zones with high potential for Fixed product adoption.
• Provide daily / weekly market insights, including feedback on competitor Fixed products, pricing, and customer preferences. (check-in)

Sales

• Setup sales activations
• Leaflet drops and marketing initiatives to enable sales.
• Attend training when required
• Being in stores for 3–4 days per week, with one day allocated for his weekly activations

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Position Summary:

• We are looking for an ambitious and energetic Business Development Manager to help us expand our clientele and create and apply an effective sales strategy.
• The goal is to drive sustainable financial growth by boosting sales and forging strong relationships with clients.

Key Responsibilities:

Strategy and Planning:

• Develop a growth strategy focused both on financial gain and customer satisfaction.
• Conduct research to identify new markets and customer needs.
• Prepare detailed business plans to facilitate the attainment of goals and quotas.

Client Acquisition and Relationship Management:

• Arrange business meetings with prospective clients.
• Promote the company's products/services, addressing or predicting clients' objectives.
• Build long-term relationships with new and existing customers.

Sales and Negotiation:

• Prepare sales contracts ensuring adherence to law-established rules and guidelines.
• Negotiate deals and handle complaints or objections.
• Keep records of sales, revenue, invoices, etc.

Feedback and Support:

• Provide trustworthy feedback and after-sales support.
• Develop entry-level staff into valuable salespeople.

Experience:

• Proven working experience as a Business Development Manager, Sales Executive, or a relevant role.
• Proven sales track record.
• Experience in customer support is a plus.

Skills:

• Proficiency in MS Office and CRM software
• Excellent proficiency in English.
• Strong market knowledge.
• Exceptional communication and negotiation skills.
• Ability to build rapport with clients.
• Strong time management and planning skills.

Education:

• BSc/BA in Business Administration, Sales, or a relevant field is preferred.

What We Offer:

• Competitive salary and performance-based incentives.
• Opportunities for professional growth and development.
• A dynamic and supportive work environment.
• The chance to be part of a forward-thinking company at the forefront of the technology industry.

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• We are seeking an experienced and dynamic Talent Acquisition Specialist to join our team, focusing on recruiting top IT talent both locally in South Africa and globally.
• The ideal candidate will have a deep understanding of the IT landscape, proven experience in sourcing and hiring for various IT roles, and the ability to manage the end-to-end recruitment process.
• This role requires excellent communication skills, a proactive approach to talent sourcing, and the ability to work in a fast-paced environment.

Key Responsibilities:

Talent Sourcing and Recruitment:

• Develop and execute innovative sourcing strategies to attract top IT talent locally and internationally.
• Utilize various channels including job boards, social media, professional networks, and direct sourcing to identify and engage potential candidates.
• Manage the entire recruitment process from job posting to candidate onboarding.

Candidate Experience:

• Ensure a positive candidate experience through timely communication and feedback.
• Coordinate and schedule interviews, assessments, and follow-up activities.

Employer Branding:

• Promote the company's employer brand to attract high-quality candidates.
• Participate in industry events, job fairs, and networking opportunities to enhance the company's presence in the IT talent market.

Experience:

• Minimum of 3-5 years of experience in IT recruitment, preferably with a focus on both local and international markets.
• Proven track record of successfully sourcing and hiring for various IT roles, including software developers, system administrators, network engineers, and cloud specialists.

Skills:

• Strong knowledge of IT terminologies, technologies, and industry trends.
• Excellent sourcing skills with experience using various recruitment tools and platforms.
• Strong interpersonal and communication skills, both written and verbal.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

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Role purpose:

• Lead the planning, coordination, and delivery of the network security programme across Group markets, ensuring alignment to the programme's objectives and governance framework.
• Oversee the end-to-end programme management of initiatives as well as associated business cases covering Enterprise Customer Premise Equipment, IP Core Networks, Network Management Systems, Office Connectivity, Monitoring & Analytics, and Measurement & Assurance.
• Ensure consistent execution of the programme's six workstreams and seven objectives, embedding processes that drive secure configurations, regulatory compliance, and sustainable security posture improvements in line with ISO27001 and NIST standards.
• Manage risk assessments, resource allocation, dependencies, and stakeholder engagement across all markets.
• Monitor progress against agreed milestones, producing accurate assurance and performance reports for executive and governance forums.
• Facilitate cross-functional collaboration to ensure alignment between technical delivery teams, assurance functions, and business owners.
• Provide leadership to market-level delivery teams, driving accountability, knowledge sharing, and continuous improvement to achieve a resilient, future-ready network environment.

Key accountabilities

Programme Leadership & Security Strategy

• Execution Lead the delivery and execution of cyber security strategies across mobile, fixed, satellite, cloud, and IoT networks, ensuring resilience against evolving threats. Maintain alignment with group-wide security objectives, programme governance, and strategic business priorities.

Workstream Governance & Delivery Oversight

• Oversee and coordinate the delivery of all six security workstreams—Enterprise CPE, Core Network, Network Management Systems, Office Connectivity, Cyber Security Controls, Monitoring & Analytics, and Measurement & Assurance—ensuring clear scope definition,

Risk, Compliance & Assurance Management

• Direct the execution of risk assessments and vulnerability mitigation activities across network infrastructure, ensuring alignment with ISO 27001, NIST, and regulatory frameworks.
• Embed assurance processes to validate that implemented controls meet defined standards and remediate identified gaps.

Stakeholder Engagement & Reporting

• Act as the primary liaison for executive, regulatory, and cross-functional stakeholders, providing accurate programme updates, assurance reports, and escalation management.
• Ensure all programme tracking, metrics, and tooling data are integrated, reliable, and aligned to governance reporting requirements.

Leadership & Capability Enablement

• Support the Principal, Senior, and Specialist-level team members, promoting a culture of innovation, accountability, and delivery excellence.
• Foster collaboration between technical teams, markets, and governance functions to ensure effective execution of security initiatives.

Core competencies, knowledge, and experience:

• Matric / Grade 12.
• 3-year degree or relevant tertiary qualification in Information Technology, Cyber Security, or related discipline.
• 8+ years of progressive experience in cyber security and network security, with at least 5 years in a leadership/programme management role delivering large-scale security initiatives across multi-country or enterprise environments.
• Proven track record in managing cross-functional programmes for Enterprise/IP Networks and security capability implementation.

Desired

• Relevant industry certifications such as ISO 27001 Lead Implementer/Lead Auditor, PMP/Prince2/Agile Lead
• Experience in telecommunications and multi-market programme delivery within regulated environments.

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Role Purpose:

• The Principal Specialist: Technology Governance play a crucial role in ensuring that technology operations, processes, and controls are reliable, compliant, and aligned with the organisation's strategic objectives.
• This role acts as a bridge between technology, audit, risk, and compliance teams — driving framework adoption, providing independent assurance that technology services are well-governed, risks are managed proactively, and value is delivered consistently to the business.
• In addition, the Principal Specialist will play a pivotal role in aligning technology investments, vendor relationships, and portfolio performance with strategic objectives.

Key Responsibilities:

Governance & Risk Oversight

• Lead reviews on critical technology services, programs, and vendors.
• Track technology related performance and put in place measures to correct problem areas
• Evaluate adherence to IT governance frameworks (e.g., COBIT, ISO 27001, ITIL).
• Identify key technology risks, control gaps, and operational vulnerabilities.
• Partner with Risk and Compliance teams to define mitigation and remediation plans.
• Work closely with technology leaders, risk owners, and external auditors to align on control effectiveness and audit readiness.
• Promote awareness of governance, risk, and compliance principles across the organisation.
• Continuously review governance frameworks and propose improvements for efficiency and transparency.
• Work closely with the Cyber Security and Legal teams to ensure data protection, contract security, and policy compliance.
• Lead technology resilience programmes

Policy & Control Management

• Ensure the establishment and maintenance of an effective Technology Controls Environment
• Support the implementation and continuous improvement of IT policies and control frameworks.
• Ensure all technology domains (infrastructure, applications, data, cybersecurity, and vendor management) have effective control coverage.
• Track and report control performance metrics and compliance scores.

Governance Reporting & Insights

• Prepare governance dashboards for executive and board-level review.
• Translate complex assurance findings into clear, actionable insights for leadership teams.
• Maintain a transparent pipeline of open audit, risk, and assurance items.

Portfolio Governance, Financial and Vendor Management

• Lead and track the delivery of key governance programmes and iniatives
• Partner with Finance to maintain a transparent view of OPEX and CAPEX utilisation, ensuring spending aligns with business value and technology strategy.
• Implement portfolio dashboards for visibility across demand, spend, risk, and performance metrics.
• Maintain technology vendor dashboard, and ensure service reviews, tracking KPIs and performance, in place for key technology vendors.
• Identify and mitigate financial and operational risks arising from vendor dependencies or governance gaps.

Qualifications and Experience

• Bachelor's Degree in Information Systems, or related field.
• 9+ years' experience in technology governance, assurance, delivery, vendor management, or portfolio management, preferably in financial services or telecoms.
• Proven experience managing large multi-vendor ecosystems and technology transformation portfolios.
• Deep experience in Technology Governance, either from an assurance perspective or from a delivery perspective
• Experience in setting up and maintaining an effective Technology Control Environment
• Deep understanding of OPEX/CAPEX management, contract governance, and vendor performance frameworks.
• Strong commercial acumen and negotiation skills.
• Familiarity with ITIL, COBIT, ISO 27001, and financial governance standards.

Key Competencies:

• Analytical & Critical Thinking: Ability to dissect complex issues and identify root causes with clarity.
• Strong Governance Acumen: Deep knowledge of technology control frameworks, risk management, and compliance standards.
• Communication & Influence: Skilled in engaging senior stakeholders and translating technical assurance concepts into business value.
• Integrity & Independence: Able to deliver objective assurance while maintaining collaborative relationships.
• Continuous Improvement Mindset: Passion for using governance as a tool for driving operational excellence and innovation.
• Stakeholder Leadership: Influential communicator with a partnership mindset, capable of navigating complex ecosystems.

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Role Purpose

• The Performance Insights Analyst is responsible for analysing operational performance, identifying trends, and providing actionable insights that improve customer retention, FTTH saves performance, and operational efficiency.
• The role partners closely with business stakeholders to deliver meaningful reporting, monitor key performance indicators, and drive continuous improvement initiatives through data-driven decision-making.

Key Responsibilities

• Performance Reporting
• Produce daily, weekly, and monthly operational performance reports.
• Analyse trends, KPIs, and performance metrics relating to FTTH Saves.
• Develop dashboards and reports to support operational decision-making.
• Generate tenure-based insights to support customer retention strategies.
• Conduct root cause analysis on call drivers and identify opportunities to improve save conversion rates.
• Analyse premature cancellations and recommend corrective actions.
• Deliver in-flight deletion insights, highlighting operational risks and intervention opportunities.
• Validate and ensure the accuracy of disposition reporting and operational data.
• Provide operational insight to improve adherence to processes and performance standards.
• Support quality assurance initiatives through detailed performance analysis.
• Identify opportunities to optimise end-to-end FTTH Saves processes.

Stakeholder Management

• Partner with Business Partners, CVM, Product, and Operations teams to develop insight-driven retention campaigns.
• Present findings and recommendations to management and key stakeholders.
• Prepare incident reports with mitigation recommendations where performance is impacted.
• Continuous Improvement
• Develop and recommend upskilling initiatives to address performance gaps.
• Drive accountability through performance monitoring and reporting.
• Continuously identify opportunities to improve operational efficiency and reduce cost-to-serve.

Minimum Requirements

Qualifications

• Diploma or Degree in Business Analytics, Statistics, Information Systems, Business Management, Mathematics, or a related field.

Experience

• 3–5 years' experience in a Performance Analyst, Business Analyst, Reporting Analyst, or Operations Analyst role.
• Experience within Telecommunications, Contact Centre, Customer Retention, or Customer Experience environments is advantageous.
• Experience analysing operational KPIs and customer performance metrics.
• Strong reporting and dashboard development experience.

Technical Skills

• Advanced Microsoft Excel
• Power BI
• SQL (advantageous)
• Tableau (advantageous)
• Data Analysis & Reporting
• KPI & Performance Management
• Root Cause Analysis
• Data Validation & Quality Assurance
• Business Intelligence
• Report Automation

Core Competencies

• Strong analytical and problem-solving skills
• Excellent attention to detail
• Ability to interpret complex datasets
• Excellent verbal and written communication
• Stakeholder management
• Time management
• Planning and organisation
• Customer-focused mindset
• Ability to work under pressure
• Continuous improvement mindset

Key Performance Indicators (KPIs)

• Accuracy of reporting
• Timeliness of reports
• Insight-driven business recommendations
• Improvement in FTTH Saves conversion rates
• Reduction in customer churn
• Process optimisation initiatives delivered
• Stakeholder satisfaction
• Data quality and reporting accuracy