General Manager: Business Enablement & Service Management at MTN

Job description

Key Peformance Areas:

• Business Enablement
• Work with the Programme Manager, Project Managers and implementation partners to facilitate a smooth transfer of the system and business process ownership from the project team to the business units
• Focus on the people side of change, including changes to business processes, systems and technology, job roles and organization structures to enable managers to plan and execute the work required to transition to the new systems and processes
• Work to drive adoption, utilization and proficiency on the changes impacting employees in the organization such that business results are achieved
• Promote and support end-user training efforts and all Go-Live initiatives
• Define readiness approach and criteria and develop assessment tools
• Conduct a Business Readiness Check (BRC) to assess the readiness of the OpCo
• Provide input to the Technology team to develop the migration plans for each release
• Ensure that there is clarity on the approach to all activities that are not being migrated
• Monitor the progress of business enablement activities, readiness, reporting progress, risks and issues to the programme
• Monitor and manage the operational impact of the migration, e.g. performance levels, customer service
• Master Data
• Lead the MDM team to develop definitions of key data terms, identify and prioritise existing sources for key data
• Define data standards, validations, match rules and risks that must be catered for during implementation
• Define and identify categories such as sensitive or protected data that may need special handling based on the regulatory environment
• Determine how the current systems can support operational data integration, cleansing, and correction
• Ensure that data quality is maintained by having end users participate at the requirements, testing, and verification phases
• Reporting
• Determine the existing reporting landscape per OpCo
• Establish the statutory reporting requirements per country
• Determine the report content requirements (data fields), the report format requirements the report security requirements
• Align the system reporting capabilities with the statutory reporting requirements and Group reporting requirements
• Training
• Review and sign-off the training strategy for business enablement training interventions and process training interventions
• Manage the functional training budget
• Assess the business relevance of training and conduct periodic assessment and evaluation of training, materials and trainers
• Take ownership of the relevant plans for training, communications and stakeholder management to ensure these are aligned across all impacted business areas
• Define the training and communications methodology and approach to maximise ROI and minimise business disruption
• Review the training needs analysis process to understand the requirement for training interventions and sign-off accordingly
• Accountable for the roll-out and effectiveness of all training interventions
• Process Design Compliance
• Ensure that all global processes are defined by process metrics in order drive global compliance
• Monitor all forms of process compliance including governance requirements, regulatory requirements and compliance by team members carrying out the process
• Monitor any change requests to the global processes and assess the impact of the change on other business functions and OpCo’s
• Ensure global process compliance against OpCo and Group policies
• Service Management
• Provide strategic direction for the service management function with specific focus on continuous improvement, quality management, performance management and process training
• Review and sign off on key policies for Finance, Human Resources and Supply Chain & Administration prior to being rolled out across the SSH
• Develop and execute an end to end service management strategy for the SSH that would define clear objectives at an individual and team level
• Review and finalise design of dashboards to track ongoing quality and performance of the services provided by the Service Management function
• Finalise governance mechanism at Opco level and ensure successful roll-out as and when OpCo’s go-live
• Review and define SSH’s positioning at a Group governance level and ensure sign-off from all key stakeholders.
• Roll-out governance at Group level and ensure adherence to the defined cadence
• Continuous Improvement (CI)
• Identify the continuous improvement methodologies that can be implemented to ensure a performance driven organisation with targets set through a service plan
• Identify and track the strategic drivers which influence the key performance indicators across entities
• Implement projects & initiatives that will result in Cost Optimisation, Risk mitigation, Quality Improvement, Reduced TAT and Partner satisfaction
• Create a competitive environment at the SSH to identify improvement initiatives and work with HR to align with individual rewards and recognitions
• Lead continuous improvement initiatives such as Green/Black belt projects, ISO certifications
• Monitor improvement programs derived from strategy and goal setting
• Performance Management
• Develop a Performance Management strategy focused on service delivery
• Provide guidance on development of performance management dashboards
• Influence and escalate key OpCo issues in an effective way to ensure timely resolution
• Quality Management
• Implement industry leading practises to ensure the delivery of error free services
• Institutionalise a total quality management system at the SSH
• Ensure implementation of a comprehensive quality assurance strategy with the support of the Senior Manager
• Review and finalise design of dashboards to track ongoing quality of services provided by the Service Delivery functions
• Build a culture of superior deliverables and quality

Managerial / Supervisory Responsibilities

• Provide guidance and leadership ensuring future focus and current efficiency
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting)

Work Experience:

• Experience managing and delivering change, training and communications on multiple, global ERP transformations.
• End to end project management experience (initiation and design through to delivery)
• Proven track record of stakeholder management skills with an understanding of both IT and Business functions
• Experience in managing a large multinational team (could also be a virtual team)
• An in-depth knowledge of business enablement & implementation activity within an operational environment
• Compliance/Audit background
• Experience in continuous improvement
• Service Management experience in Telecom industry would be an advantage

Job requirements:

• Certification in Six Sigma / equivalent process control training / business process improvement (preferred)
• International Financial Reporting Standards (IFRS)
• CA/CIMA
• Audit