Vacancies at MTN

Job Description

Mission/ Core purpose of the Job:

• To effectively handle service orders from customers to ensure that the delivery of services is completed on time within SLA and creates a positive customer experience.
• To be responsible for providing sales administrative and customer support, overseeing, and managing order workflows, and resolving order queries, complaints, and escalations as per SLA.
• The Order fulfilment agent is the central point of communication between Supersonic, third-party partners, and customer.
• Ensures that orders are handled effectively, errors are promptly addressed, and customer service is maintained by preventing cancellations due to fulfilment issues.

Responsibilities

Task Complexity:

• Process and manage all technology orders from order placement to completion, ensuring adherence to SLAs.
• Work on allocated emails, tickets and tasks.
• Capture and update order details accurately in relevant portals and systems.
• Proactively identify and address any order errors, resolve issues, ensuring accurate and timely order placement.
• Provide administrative support to sales teams and meet minimum performance deliverables and service levels.
• Maintain accurate records of orders on the business system
• Provides customer support telephonically, through emails, chat and or social media.
• Communicate effectively with customers, addressing inquiries and concerns in a professional and timely manner through the relevant communication channels.
• Produce reports and feedback to the Team Leader.
• Feedback on administrative and support tasks allocated and progress.
• Assist with customer escalations and resolutions.
• Proactively identify potential order fulfilment issues that could lead to customer cancellations and take steps to prevent them.

Qualifications

Education:

• Minimum of 1 year diploma in relevant field
• Fluent in English

Global Experience Standards:

• Minimum 3 years’ experience in a similar customer-facing role with a focus on order fulfilment, sales support, and administration.
• Previous experience in the telecommunications or (ISP) internet service provider industry is preferred.
• Familiarity with order processing systems and sales terminology

Behavioral qualities:

• Exceptional organizational and time management skills, with the ability to multitask and meet deadlines effectively.
• Strong attention to detail and proactive problem-solving abilities.
• Outstanding communication and interpersonal skills, both written and verbal, with a customer-centric approach.
• Ability to work both independently and collaboratively in a team environment.
• Passionate about problem-solving and able to adapt to dynamic work scenarios.
• Team orientation – strengthening teams OR working in an integrated team environment.
• Resilience – maintaining composure and dealing effectively with stress
• Service orientation
• Customer centricity
• Flexible and adaptable – changing opinions / behavior in the light of changing situations

Apply Before: 07/04/2025

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Job Description

Mission/ Core purpose of the Job

• Responsible for managing the administrative relationships with MTN Digital’s suppliers and mobile advertising, content and WASP partners.

This includes:

• Partner onboarding, vetting and validation facilitation
• Remittances and invoicing where not automated
• Partner Contract and formal communication filing management
• Management, implementation and updating on change requests from Partners.
• Cost of Sales account analysis for all CDO content and WASP cost centers to ensure accuracy working with the Revenue Assurance team.The Coordinator: Digital Services ensures that MTN’s business partners are paid accurately and timeously, whilst upholding the highest standards of compliance with MTN policies and procedures.
• The Coordinator: Digital Services reports to the General Manager: Digital Services

Responsibilities

Context (Global influences, environmental / industry demands, organizational mission etc.)

• MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success.
• The urgency for change has become more heightened amidst increased competitive intensity across all markets including MTN SA.

The CDO Coordinator: Digital Services must therefore ensure the successful delivery in context of:

• An expertise-based multicultural organisation
• A dynamic and evolving field of Telecommunications
• Revolutionary workforce practices which are bringing together global labour markets
• Management of executive and local shareholder expectations across MTN SA and Group
• Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
• Dynamic legal and regulatory environment
• Convergence in SA and exploration of non-traditional revenue streams requiring complex interpretation and structuring
• Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
• Rapid horizontal and vertical expansion of MTN SA, in terms of size, products, customers and geographic distribution

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

Key Deliverables

• Partner liaison for all account payments and remittance queries.
• Partner onboarding, service creation & management, report verification, and loading of revenue shares for new partners on MTN systems.
• Liaison with MTN business units for service cancellation and activation on the Network
• Creation of partner accounts to access automated remittances for invoicing.
• Partner and account management on Master Data, application for payment hold releases.
• Liaising with Group treasury for SARB approvals applications of international partners and coordinating the relevant paperwork.
• Creation of CR’s for system, reporting changes, updates and enhancements and logging these with the project teams and tracking progress thereof.
• Ensuring all CDO contracts and required partner documents are acquired, processed and managed.
• Responding to client queries on all CDO issues and managing escalations.
• Manage, implement and update on change requests from Partners.
• COS account analysis for all CDO content and WASP cost centers to ensure accuracy working with the RA team.
• Manage competition process required by Partners who offer competitions and/or prizes to our customers

General Administration

• Manage the day-to-day administration of the department and assigned General Manager and CDO direct reports
• Manage the General Manager’s diary to ensure all bookings/ meeting requests and appointments are coordinated, booked and scheduled expertly minimizing time delays in between appointments working in close collaboration with the Executive Assistant CDO
• Stand in for the Executive Assistant CDO when she is on leave and/or not available
• Tactfully manage sensitive matters and information regarding particular issues within the Department
• Provide professional client service when dealing with internal and external customers
• Assist the Executive Assistant CDO, where required, to coordinate the organisation of social events connected to the Digital business unit. This includes the preparation of costing, managing the budget and coordinating all activities for the success of the event.
• Assist the Executive Assistant CDO, where required, to process all requisitions accurately and on time for the department
• Assist the Executive Assistant CDO, where required, with planning and coordinating of departmental meetings and presentations ensuring all meeting rooms are booked including equipment and where meetings are held virtually (MS Teams, Zoom, Skype, etc.) ensure that all invites contain the necessary links and invitees are informed of time-slot allocation where applicable
• Assist the Executive Assistant CDO, where required, with department assistance and ad hoc tasks such as order and delivery requests, departmental GCA activity coordination, etc.

Documentation and Filing

• Coordinate the receipt and management of all required partner documents in order to comply with MTN’s Partner Onboarding Policy
• Develop and maintain an efficient documentation and filing (electronic and hard copy) process
• Cross- examine documents for the department and General Manager’s review to ensure quality control and compliance with MTN policies
• Process and log all other departmental requests whether they are manual or electronic (Aveksa, Oracle, etc.)

Taking Minutes

• Provide administrative services to the General Manager Digital Services and other direct reports of the CDO where required including minutes of meetings. Then prepare, verify and distribute to all attendees within agreed timelines (within 24hrs, 48hrs etc)
• Ensure that agenda items are listed and that action items are updated

Reporting and Communication

• Prepare a summary report per month on activity within the department including changes made to the Billing system whether change requests and/or additional services and partners loaded and/or revenue share changes
• Remittance, invoicing and payment of partners on Content, Premium rated services and mobile advertising
• Respond to client queries on all issues and immediately escalate to the leadership team where required
• Communication of Delegation of Authority (DoA) etc. from the General Manager
• Handle assigned General Manager’s internal and external designated correspondence

Ways of Working

• Collaborate: Connect with people; Collaborate across functions, operations and different cultures. Share experience and knowledge that leads to a learning organization, creating sustainable expertise which drives the development of people and innovative products.
• Deliver: Anticipate situations, communicate and drive initiative to overcome them. The result is a swift and on time delivery of qualitative and quantitative results.
• Vision: From analyzing the situation inside and outside the company and seeing opportunities until communicating new ideas for sustainable business strategies, products, services and ways of working. The end result is an inspiring vision on how to succeed in our markets with our consumers in the center.
• Change: From embracing change until driving and facilitating the implementation of change and handling of resistance for senior people. The end result is an on-time implementation of change projects and actions while maintaining a high level of motivation and commitment.
• Owning: Take responsibility for own results as well as for company results and values. Stimulate this attitude in others, make co-workers accountable. The end result is pro-activity, creativity and motivation: capable people who take ownership.

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:

• 3 year Degree / Diploma or related

Experience:

• A minimum of 3 years administration experience providing support to Senior Level management / Senior level teams
• Experience in administrative support for top management personnel of a reputable company, with local and international operations
• Must have existing relationships and proven track record in working with B2B Clients
• Must be forward thinking, proactive and resilient, to ensure that you are always thinking ahead and actioning and aligning tasks to assist the Senior Leadership role
• Must have a proven track record of handling high level Customers and arranging all their engagements and prioritising these engagements.

Competencies:

Functional Knowledge:

Skills

Business Acumen

• Organizational Agility
• Digital mind-set
• Dealing with ambiguity and complexity
• Conflict Management
• Negotiation
• Financial and Numerical
• Project Management

Apply Before: 07/07/2025

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Job Description

• To lead the MTN SA Enterprise business partnership development and optimisation across all sales segments and verticals namely, SME, Large Enterprise and Public sector, with the aim of increasing market share and achieve business growth.
• The role will carry the responsibility of driving Mobile and ICT sales execution through Partnership across various segments: SME, Public Enterprise, LE

Responsibilities

Comprehensive Partner Development

• Width of coverage via regional expansion and ramp up
• New commission models for mobile (On-biller, data only, Pre-paid, hybrid)
• Legal Agreements aligned to commission models
• Incentives for Mobile, ICT partners including IoT
• EBU dedicated desk in top 50 MTN stores nationally (SME)
• Establish new strategic partnerships: CIPC, Capitec, FNB, NSBC, Nasasa, (SME)
• Recruit retail national chain stores e.g. Makro, Matrix Computers.
• Unregistered Informal SOHO sector (SME)
• Digital online self-service strategy (SME)

Comprehensive Partner Development

• Recruit quality mobile & ICT reseller partners for SME, LE & PS
• Upskill partner channel: readiness and “partner packs”
• Launch vertical focus with depth partners in Health & Edu (PS & LE)
• Productivity ratios by channel in order to drive desired behaviour
• Optimise partner commercial models taking into account cost to serve
• Launch partner hub as part of revamped partner program
• Partner Relationship Management tool (Oracle)
• Partner Selection Policy
• Increase HiPO partners run rate (on-biller model = retention / encourage upgrades)
• Increase current (low transacting) partners run rate as follows
• Target 100 partners x 100 lines at selected segment ASPU

Focus on providing exceptional Client Experience

• Develop a partnership model that is mutually beneficial and ensuring that MTN Business is the partner of choice
• Ensure effective Partner Loyalty programmes and implement the partner accreditation model
• Establish an MTN Partner premium event to recognise partnerships
• Implementation of regular Partner satisfaction surveys
• Be the overall custodian for client and partner engagement across the business

Operational Excellence

• Design EBU channel strategy– mix of channels assigned to segments and their size; attract and hire channels; ensure channels enablement; target setting
• Develop and administer supporting processes for Product and Capability Partners
• Channels size fulfillment according to designed channel map
• Partnership new sales, new partners, revenues
• Time to Trading for External, Partner, 3rd Party channels
• On time EBU Performance reporting

Partner relationship satisfaction

• Ensure that the Partnership and Channel Management Strategy is aligned to the overall Strategy
• Direct appropriate investments and resources to the right partners to maximise returns
• Achieve Partnership revenue and profitability targets
• Identification of market opportunities for strategic partnerships in-line with the business strategy
• Ensure appropriate business predictability for the Partner organisations
• Ensure the right Partnerships organisation structure to enable better client and partner experience
• Implement specific partner-centric KPIs to drive business objectives
• Ensure the right Partnership and enablement processes and procedures
• Oversee the development the requirements for the appropriate Partner-centric processes, systems and tools to drive performance, accreditations, SLAs and contractual obligations
• Ensure the Partner-centric systems and tools are kept updated and accurate
• Continuously recommend incentive schemes to align the Partnership efforts
• Establish Partner incentive programmes to accelerate MTN Business sales
• Ensure that a process is in place for seamless handover between Partnerships and other MTN Business functions
• Effective budget management

Instilling appropriate Employee Excellence

• Lead, develop and coach the Partnership 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 organisation
• Ensure a culture of continuous evaluation and improvement
• Drive a culture of high performance, accountability and consequence management

Ensuring appropriate Governance and Control measures

• 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 business
• Appropriate implementation of DoA

Governance, Policies and Procedures

• Ensure partnership governance and support. Lead project governance and identify and mitigate control gaps
• Work closely with Risk and Internal Audit to perform governance, risk and compliance activities for Enterprise
• Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
• Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity

Financial Management and Reporting

• Manage, monitor and control the budgetary needs of the Transformation office in line with business objectives
• Collaborate closely with finance team in budgeting exercises
• Review and submit reports to the Exec addressing periodic activity, budget compliance, feedback and key departmental results, to facilitate decision making
• Forecast, plan, develop and review the budget and secure the necessary approvals
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to increase efficiencies and optimize resources - maximise cost/benefit ratios
• Ensure that all MTN company financial targets are met
• Where necessary, ensure Vendor and IT costs are effectively managed

People & Culture Management

• Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
• Attract, develop and retain appropriate talent. Build talent by identifying and developing new leaders for the respective environment
• Create and implement personal development plans
• Enable and model healthy employee relations and collaborative teamwork
• Manage diversity, develop, and embed an Employment Equity plan for the business area
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Act as an ambassador for the Enterprise team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
• Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.

Qualifications

Education

• Minimum of 4-year tertiary degree.
• Bachelors degree in Engineering or Commerce recommended
• An MBA or masters is advantageous

Experience

• Minimum 10 years’ experience including:
• Minimum 5 years of leadership experience in Partnership and Channel Management
• Minimum least 3 years in relevant sector/ industry (understanding emerging markets advantageous)
• Work across diverse cultures and geographies
• Experience working in a medium to large organisation
• Track record in Governance & Compliance
• Expert knowledge in automation and client journeys, and Business process optimisation

Skills

• Fluent in English
• Numerate

Apply Before: 07/08/2025