General Manager at MTN

Job description

job summarry

• To oversee the alignment of Technology, EBU, Customer Experience and Consumer Business operational and the overall commercial strategy this includes operating systems, procedures and processes.
• To integrate and drive synergies on business streams and fostering alignment to MTN South Africa’s goals and governance requirements.
• To provide advice and guidance to the various departments within the Region
• To align operational needs of the various department to external economic and commercial environment for sustainability.

Business Management

• Ensure effective operational implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps to be adopted by the Region
• Monitor operational performance as per set targets across various activities.
• Provide strategic direction for business and operational management across the Region
• Ensure cross-functional alignment and coordination across the commercial and technology areas
• Operational Delivery
• Oversee the consolidated business performance for Customer Experience, EBU, Technology and Consumer.
• Proactively identify opportunities to reinforce MTN SA performance in the regions
• Oversee and ensure compliance to legal and regulatory frameworks where applicable
• Ensure business operational improvement for Customer Experience, EBU, and Consumer
• To integrate technology landscapes across the different business streams
• Represent MTN SA at all regional key stakeholder meetings
• Manage shared services functions (e.g. Financial Management and Procurement) at a regional level and participate in their appraisal
• Drive MTN SA internal communication efforts in the region
• Relationship building with key customers, both internal and external

Budgets

• Develop and Manage regional budgets in line with business objectives;
• Manage regional project initiatives within the allocated budget ; and
• Ensure that costs are managed efficiently.

Reporting

• Report on a monthly basis relating to progress made within the Region and in accordance with the measurement metrics set by the COO
• Highlight to management any significant deviations from defined performance metrics; and
• Provide regular feedback to the COO regarding all relevant cross-functional issues at regional level
• Report on an adhoc basis on specific projects, as required.

Client Experience

• Ensure delivery of exceptional client experience through appropriate financial integrity, accurate client reporting and timeous resolution of billing issues across the region
• Conduct regular CSAT surveys to monitor client satisfaction for the region
• Work closely with regional sales teams to provide premium service to our clients
• Real-time tracking of progress on outstanding regional client service incidents
• Ensure effective and efficient service escalation processes are in place regionally and central integration
• Be the overall regional custodian for customer engagement across the business

Minimum Requirements

Education:

• 4 year Commercial/Business Degree
• MBA/Masters in relevant field of study

Experience:

• General Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the
• Worked across diverse cultures and geographies advantageous