Vacancies Available at MultiChoice

Kick-Start your Career at SuperSport with Our Graduate Programme 

Are you looking to work for a company as unique as you are?

• Are you creative, hungry to grow, and comfortable with an incredibly competitive environment, then look no further. 
• SuperSport is looking for dynamic young people to be part of the driving force behind our Finance and Analytical Teams – this includes working with our finance teams to build solutions and our Analytical capabilities.
• Our SuperSport Graduate Programme will offer young talent an immersive experience, with rotations throughout our business - a journey designed to arm you with all the skills a successful professional need to achieve greatness. 

We are looking for graduates with the following Qualifications with a minimum average of 65%:

Finance Graduate Program Qualifications

• BCom accounting or BCom finance

Analytics Graduate Qualifications

• BSc Data Scientist Or BTech Data Science
• BSc Computer Engineering with Microsoft Power BI Data Analyst Or SQL Qualification

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Key Performance Objectives

Tasks

Strategy Support

• Provide operational implementation and oversight, in the region, for the DStv Internet Sales Strategies
• Ensure all the strategic and operational promotions are delivered successfully and in-line with Marketing and Brand standards and within budget using the different touch points in the region to achieve the sales and brand objectives.
• Provide Operational Support to Product Management & Strategy as an operational expert for DStv Internet.
• Ensure operational alignment across DStv Internet Marketing campaigns to ensure efficient seamless implementation of all campaigns.

Operations Management

• Review and ensure all operational processes and procedures are efficient and effective; support the operational objectives and are in line with the Multichoice Group policies and procedures.
• Ensure all support services are aligned with the operational objectives of DStv Internet.

Customer Service & Support

• Support the daily operational requirements of the DStv Internet business.
• Ensure vendor SLAs are adhered to.
• Ensure that the DStv Internet strategic objectives are aligned throughout the relevant touchpoints within Multichoice.
• Foster a customer centric culture by ensuring service levels are maintained on the recommended ranges through managing staffing, training, scheduling etc.
• Manage and monitor metrics for continuous improvement on customer experience and service delivery and provide frequent communication and feedback to team members and Senior Internet Sales Manager.
• Ensure the successful resolution of escalated customer queries from customers within agreed SLA timelines.

Sales

• Support the sales plan to achieve the business plan for DStv Internet
• Assist in maximising the DStv Sales engagement touchpoints for Digital, Voice and F2F through supporting an Omni-Channel approach.
• Drive sales across these touchpoints collaborating with the appropriate touchpoints stakeholders to encourage focus and support for the DStv Internet business.
• Provide input into the Demand Planning Forecast for DStv Internet CPE equipment and SIM Cards to meet the sales growth objectives whilst performing within the stock holding policies.
• Collaborate with CII to develop the reporting requirements and appropriate tools to manage the Sales function for DStv Internet.
• Ensure the necessary reverse logistics and returns process are implemented via resellers to honour MultiChoice’s CPA and consumer warranty obligations, always promoting excellent customer service.
• Support the Repair path approach for the DStv Internet CPE equipment.
• Review and ensure all operational processes and procedures are efficient and effective; support the operational objectives and are in line with the Multichoice Group policies and procedures.
• Collaborate with the Regional Sales Operation structure to drive DStv Internet Sales & support imperatives.

Budget Management

• Keep account of the allocated budget and ensure all expenditure has justifiable value add.
• Practice vigilance in new project spend and ensure there is positive operational impact from such expenditure.

Stakeholder Management

• Collaborate with the Device \ Channel Management function for the development of Sales tools, such as Trade Presenters, Floor Sales training guides, FAQ’s and all support function required educational material.
• Partner with the retail merchandising function for the development, distribution, merchandising of Point of Sales & retail assets supporting the Sell Out promotion of DStv Internet.
• Work with the Sales & Distribution function to ensure the smooth processing and compliance to SLA of the warehousing and delivery SLA’s for DStv Internet B2C.

Qualifications

Essential:

• A post graduate degree in Business/Operations/Sales Management or related.

Experience

• A minimum of 5-8 years’ experience in Sales Operations or Similar role
• 2 Years experience at management level
• Appropriate experience in Telco/ Mobile Networks or Consumer Electronics

Technical Competencies

• Operations Management
• Sales Management
• Budget Management
• Stakeholder Management
• Demand Planning
• Inventory Management
• Product Management
• Data Analysis
• Pricing and Revenue Management
• Customer Relationship Management

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Kick-Start your Career at Multichoice in our Graduate Programmes

• Are you looking to work for a company as unique as you are?
• Are you creative, hungry to grow, and comfortable with an incredibly competitive environment, then look no further. 
• MultiChoice is looking for dynamic young people to be part of the driving force behind our Content Acquisition (Law, Economics), Content Specialist (Film, Television - Portuguese  Speaking*), Audio Final Mix Engineer (Sound Engineering), Commissioning Editor (Film Making), Production Accountant (Accounting & Finance), Channel Ops (Film Making- Portuguese  Speaking*), Marketing Specialist, Data Analytics  & Project Management Specialist, Communications Specialist (Public Relations Journalism/equivalent) and Graphic Designer.
• Our Graduate Programme will provide young talent with a comprehensive experience, including rotations throughout our business. The programme will equip you with all the skills necessary for a successful career.

We are looking for graduates with the following qualifications with a minimum aggregate of 65%:

• BCom Economics with Law
• BA Film Making (Production Knowledge a MUST*)
• BA in Film and Television (Portuguese speaking*)
• BA Sound Engineering
• BCom Marketing
• Project Management & Data Analytics
• BA Public Relations, Journalism or equivalent
• Bachelor’s Degree in Graphic Design, Visual Arts, or a related field

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Key Performance Objectives

Operational Delivery:

• Participates in pre-product discussions with stakeholders
• Suggests product requirements for existing technologies
• Contributes to product proposals
• Writes and maintains technical requirements specifications (functional, non-functional)
• Reviews requirements specifications
• Is responsible for identifying & resolving technical risks
• Advises stakeholders on what MCA systems can do and also impact on wider scope of E2E system
• Monitors the evolution of standards that are relevant to the business / projects
• Assists Project & Product management in defining phases
• Active role in Change Request / Enhancement requests process for technical impact assessments
• Breaks down product use cases into technical system / component use cases
• Leads the core team for systems / components based on existing products to meet the customer needs
• Defines and reviews system architecture & component specification documents
• Defines and reviews interface documents
• Defines and reviews the interfaces with third party suppliers
• Performs analysis of requirements including gap analysis
• Reviews list of materials (BOM) impacted by design
• Provides guidance on requirements and system architecture to Developers, QC, Systems Integration & Systems Engineers
• Ensures the delivered solution meets the business technical requirements for moderately complex systems
• Responsible for identifying & resolving technical issues
• Reviews lower-level component design
• Provides input to the analysis of in-field issues & defects
• Breaks down high level use cases into component level use cases, identifying modules impacted
• Seeks clarification from system & solution architects as well as product team
• Contributes to requirements reviews
• Breaks down requirements into use cases for component backlogs
• Works with product team (BAs) to understand functional & user requirements / behavior 
• Responsible for the component design including some of the following:
• Design patterns and framework to use
• Implementation technologies
• Third-party or Open source components
• Internal modules design & interactions
• Collaborates on Interface Definitions / APIs with other component providers
• Considers trade-off between design sophistication and time-to market when making architectural decisions
• Tracks design decisions that result in technical debt
• Owns the evolution of the component design / architecture 
• Ensures implementation respects rules of agreed framework
• Applies best practices of software design
• Involved in implementing the design, often writing framework code / foundation architecture
• Offers guidance to developers, QA & Integration teams
• Provides training on component if needed
• Participates in ongoing Change Request Processes

Qualifications

• B.Sc (Electronic and/or Computer Engineering) or similar qualification.
• Postgraduate or PhD in the fields of Software or Hardware Engineering (optional).  
• Relevant industry wide patents preferred.
• TOGAF certification preferable.

Experience

• Typically, 12+ years of appropriate experience in embedded software design/development, preferably STB.
• Excellent hands-on experience with Architecting and Designing for Embedded Devices. 
• Strong knowledge of embedded software development, integration, debugging/troubleshooting, testing, configuration, support and maintenance processes with multiple vendor components.
• Strong knowledge of core Java language.
• Strong knowledge of Web technologies (e.g. WS, RESTful, etc.) and scripting languages (e.g. HTML, Javascript, CSS etc.)
• Strong knowledge networking technologies, protocols such as - HTTP, WS, FTP, UDP, UPnP, RTSP, RTP.
• Strong knowledge of embedded hardware systems, real-time & Linux operating systems.
• Strong knowledge of Database Design and Management tools (SQLite, etc.).
• Strong experience in Systems Design Methodologies (UML and other Modelling Techniques).
• Experience in Mentoring and Leading Technical Design Teams and good with Whitepapers and Technical presentations
• Exposure to various SDLC methodologies like Agile, Waterfall, Hybrid, DevOps etc.
• Nice to have knowledge of embedded C/C++ languages.
• Experience with Architectural design tools like Enterprise Architect, IBM Rational or similar. 
• Experience with SDLC Tools, e.g. IBM Jazz, Jira, HP Quality Centre
• Nice to have of Hardware Design and Components for STB..

Technical Competencies  

• Strategic Thinking
• Analytical Thinking
• Accountability
• Teamwork
• Delegation
• Clear Communication
• Perseverance
• Motivating
• Prioritization

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Key Performance Objectives

Tasks

Operations Delivery

Operations Management:

• Develops and implements operational management systems, procedures, processes, policies and best practices
• Oversees operational systems, processes, procedures and infrastructure while looking for opportunities of improvement or revision
• Grow the efficiency of existing operations systems, processes and procedures to enhance and sustain Connected Services internal capacity
• Locate bottlenecks and streamline existing processes
• Perform quality controls and monitor KPIs
• Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
• Manage Installer escalations, provide resolutions and feedback within acceptable SLA’s
• Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance. Ensure all monitoring technical resources are working and are optimal for the team to execute effectively
• Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians.
• Work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations
• Develop proposals for fixing items escalated
• Prevent disruptions by analysing escalations to the Operations Teams to predict larger potential problems
• Handle any escalations that may arise and mediate effectively with all parties
• Follow up and ensure all remedial actions required are carried through effectively
• Work with EBS, 4-Sure etc. to prevent larger scale problems from occurring
• Provides input to and works with EBS and 4-Sure to improve the time to resolve systemic issues experienced by Installers
• Drive a culture of effortless customer experience and innovation
• Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
• Ensures the processes remain legally compliant
• Assist in developing or updating standard operating procedures (SOP’s) for all business operational activities
• Optimise, maintain and enforce the agreed standard operating procedure
• Maintain accurate and clear documentation for operational procedures and activities
• Develop risk and contingency reporting procedures / systems to ensure business continuity
• Anticipates and tracks operational and tactical risks and provides strategic solutions
• Addresses operational concerns and issues, monitors overall customer experience and satisfaction including addressing customer and installer issues and complaints in a timely manner
• Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue
• Raises and tracks issues and conflicts, removes barriers, resolves issues of medium complexity involving stakeholders and escalates to appropriate level when required
• Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
• Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
• Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Assesses a variety of situations and provides clarity to team and stakeholders
• Identifies trends and assess opportunities to improve processes and execution
• Plays a significant role in long-term planning, project status reporting, and implementing of change control processes
• Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
• Works closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
• Establishes and maintains credible, professional relationships with internal and external stakeholders and external vendors
• Solicits and responds to feedback while gaining commitment and support
• Ability to conduct research for special projects, extract and analyse data, respond timely to inquiries, and present written/ oral briefings
• Ability to work with details and time-sensitive issues
• Good decision-making skills and response to high-pressure situations
• Oversees and reports weekly, monthly, quarterly, and annual metrics
• Manage and direct operations team to achieve business targets
• Stays up to date on industry regulations, trends, and technology
• Supports operational fraud risk and audit processes for the purpose of preventive maintenance
• Development of power BI dashboards
• Collect and package data into usable and user friendly management information for the relevant teams and stakeholders
• Develop new reports, report formats and standards based on identified user requirements for the business
• Analyse derived information to create value add understanding of insights and opportunities presented by the data set
• Prepare customised reports based on identified requirements
• Develop regular performance reports particularly related to needs of the business to aid performance measurement and management.
• Continuously identify opportunities to automate reports and to eliminate duplicate and manual report production
• Identify opportunities through which Analytics can assist in addressing these challenges, present these to relevant stakeholders and implement
• Propose approaches to the business on monitoring measures or key performance indicators (KPIs) and ensure creditability of data received to support the measures or KPIs

Accredited Installer Management:

• Oversee Installer Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPI’s. The programs should be digitized in-line with the broader organizational direction and focus.
• Assist in the development of after sales Installation support strategies across Agency and Accredited Installer touch points
• Identify and segment installer rankings / segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber.
• Ensure each geographic market segment has a healthy installer-demand ratio.
• Oversee and ensure Installer on-boarding documents are filed and accounted for.
• Keep an Installer information database reflecting all the necessary demographic information as well as performance
• Ensure Installers are accredited and they participate and attend to the required interventions to maintain their accreditation
• Manage Installer accreditation / de-accreditation system on-boarding/off-boarding, communication and process, including blacklisting where necessary.
• Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised.
• Develop and track an installer allocation metrics, to identify gaps, trends etc for continuous improvement of the Installer Value proposition.
• Develop and manage digital solutions for Installer support and reporting.
• Manage and oversee installer work allocations, according to an agreed policy & program.
• Manage and oversee the Installer Ratings and Rewards program
• Develop and support strategies to improve after sales Installation support for devices and accessories in the Accredited Installer and Agency touchpoints.
• Support complimentary business functions such as Payments, DStv Insurance and billing / account enquiries
• Manage supplier SLA and MOU contract process
• Define and communicate Warranty requirements for Approved equipment

Installer Payments and Validations:

• Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
• Oversee validations and payments of Installer and distributor claims
• Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
• Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
• Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines.
• Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments.
• Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager.
• Protect the company resources from abuse by any stakeholder
• Draw reports and trends, comparing sales to Installer claims.
• Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors
• Analyse trends within the business data to reduce risks, optimise performance of the business and inform People Function decisions.

Digital Enablement and System Support:

• Support strategy development of Installation digital solutions to help drive high quality Accredited Installations and great customer experiences in Connected Services.
• To support the process of Accredited Installer digital services and app development in Connected Services
• To contribute to the BRS and relevant business briefs for new solution development
• Work with stakeholders to do development, UAT and launching of new digital enabled Installation services
• To drive adoption and usage of the Connected Services digital Installation products.
• To produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
• Prepare an operational plan for the commercialization and operational management of these digital Installation services in field.
• Detect and escalate in field faults, errors, bugs and technical issues.
• Provide guidance on hardware requirements to support these digital Installation services.
• Provide training to internal stakeholders on new digital Installation solutions.
• Provide input into budgeting for development and maintenance for digital solution development.
• Gain insight through firsthand interaction with Agencies, Installers, System integrators and consumers.
• Maintain industry best practice

People Management

• Supervise a team of agents to ensure effective daily operations management on Installation and Installer payments.
• Provide operational support and guidance to staff.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Manage work allocation for staff.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of Multichoice’s processes and systems.
• Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan for the team.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Review leave plans in place and make recommendations to the line.
• Work in compliance with company policies and procedures.
• Ensure team follows standard operating procedures for all operational functions.
• Inspiring and motivating employees to perform at their best through positive encouragement and performance incentive initiatives.
• Ensure that training on new solutions, services & processes is done by all staff internally and by Installers externally.

Qualifications

• Degree in Business Management /Operations Management / Information Technology or a related field
• Certification in Power BI - development, management, support and analysis
• Certification in SQL and database
• Post Grad Degree an added advantage

Experience

• A minimum of 5 - 8 years’ work experience in a business operations environment
• A minimum of 5 – 8 years’ prior management and supervisor experience
• A minimum of 3 – 5 years prior experience in data visualization tools – Power BI
• Expertise in data models, data warehousing, data mining and data modelling. Includes the development, support and maintenance of BI reporting dashboards in line with the data model; metadata repository and business intelligence analysis for strategic and operational support
• Experience with SQL for data extraction and manipulation advantageous
• Knowledge of Data Analysis Expressions (DAX) for creating calculations
• Confident and effective communicator that is able to communicate and influence at all levels, both internally and externally
• Excellent interpersonal communication and organizing skills to coordinate project activities
• Ability to negotiate and influence decisions on tactical and strategic direction
• Experience implementing policy regulations and operational procedures that promote organizational efficiency and internal controls
• Proven track record in managing multiple complex and significant projects
• Proven experience in the use and management of change within a corporate environment
• Proven experience of leading and managing a team of technical specialists dealing with external and internal customers
• Proven experience in working with a technical team in developing and designing ICT solutions / systems and the implementation and management of ICT solutions / systems in large organizations
• Excellent demonstrable and practical understanding of service management techniques to ensure that implementations meet business needs
• Thorough understanding and experience in ensuring that the incident and problem resolution processes feed into the strategic change management, business continuity, configuration and availability of management processes
• Proven experience in a user support environment - ability to negotiate Installer support and digital solutions support requirements
• Highly skilled in conflict management and business negotiation processes
• Previous experience working with accounts payable an added advantage
• Previous experience working with fraud risk an added advantage
• Proven experience in managing the negotiation, awarding and monitoring of contracts
• Excellent staff management and resource planning skills
• Experience in working efficiently in high pressure situations
• Excellent documentation and written skills
• Excellent data analytics and reporting skills
• Excellent MS Excel skills

Technical Competencies (List the key technical competencies)

• Operations Management and efficiencies
• Decision Making
• Effective Communication
• Stakeholder Management
• Project Management and Planning
• Process Management
• Service delivery Operations Management
• Business Analytics
• System Analytics
• Data analytics and Processing
• Finance / Budget Management
• Accounts Payable – monitoring and management of financial processes
• Human Resource Management
• Conflict Management / Problem Solving
• Change Management
• Risk Analysis
• Policy Creation
• Service Level Management

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Key Performance Objectives

Test Engineering:

• Participation in all agile team ceremonies with the view of increasing understanding of requirements, suggesting ways of implantation and identifying non-functional requirements
• Analyze and translate business requirements into test scenarios and test cases, and execute tests independently
• Design and script highly readable and extendable automated test scripts according to the automation development guidelines
• Participate in automation code reviews and provide constructive feedback
• Implement and contributing to framework improvements to improve automation code coverage
• Participate in the creation and execution of load and performance tests and provide detailed report on test execution and recommendations
• Ensure correct documentation of test cases
• Perform test leadership tasks
• Keeping abreast of the bigger picture over and above your immediate team
• Keeping a view of the overall performance of our application and suggest ways of improving key areas
• Support the DStv product by participating in product support initiatives
• Monitor production environment using the available tools with a view of noticing potential issues before they impact the customer
• Research, POC and implement improvements to our ways of working

Qualifications

• Bachelor’s degree in Information Technology/Computer Science or Equivalent
• ISTQB Foundation Level Testing certification

Qualifications Preferred

• ISTQB Intermediate Level Testing certification
• Agile certification

Experience

• Minimum 5 years’ relevant experience in software testing
• 3 years automation testing experience developing regression and sanity tests using open source tools (UI and API)
• 1 year load and performance testing, monitoring and reporting
• Working in a high pressure environment potentially supporting multiple teams with high demand in quality and delivery
• Proven experience creating automation frameworks
• Proven understanding of automation testing fundamentals
• Knowledge of different types of load and performance testing techniques and tools
• Preferred Testing technologies: Selenium Webdriver, Cucumber, Karate, Postman, Appium, Groovy, Rest Assured, IntelliJ, Charles Proxy, Gatling,Java, Python
• Basic cloud infrastructure knowledge advantageous (AWS)
• Experience in test leadership and mentorship

Technical Competencies  

• Keen troubleshooting and problem solving abilities
• Understanding of development methodology
• Creative thinking and detail orientated
• Understanding different automation frameworks
• Data management
• Relationship management