Mission /Core purpose of the job 
The Manager – Messaging Planning is expected to:

To provide Leadership to ensure the efficient and effective design, planning, deployment, optimisation, and commissioning of the Messaging Platforms including SMS Routers and SMS Firewalls and related service security and in line with the business requirements (required timelines, budget constraints and quality... standards). 
To provide Leadership for the planning, expansion, and monetisation of the Messaging platforms and to manage the design and planning of sustainable, future-proof platforms that support the present and future Expansion for Bayobab.
To map out a technology roadmap for technological migration in line with global technology trends and business ambitions.
To provide sound technical leadership in all aspects of business. The role is expected to be the technology go-to expert and play an integral role in setting up the messaging-based infrastructure to deliver products through service orchestration

Key Performance Areas:
The Manager – Messaging Planning will be accountable to the following objectives:

Developing the Bayobab planning function to meet the changing needs of the business and users, new projects, and technologi
Collaborating with business teams to continuously evolve Bayobab core network platforms, focusing on supporting improved performance and customer experience.
Facilitating Network governance process in coordination with Bayobab stakeholders and Senior Management, participate in planning for future strategic innovation and business needs.
Defining Messaging platforms planning tools, processes, and standards, and roadmaps.
Reviewing the designs and functional requirements of the Messaging platforms within scope to ensure that all requirements are satisfied.
Working with business and technology leaders as appropriate to ensure proper alignment of business systems solutions with business goals and processes. 
Establishing standards, methodologies, and documentation for the Messaging platforms and network. 
Deliver a target Product and Services architecture with a 3-year time horizon taking global technology developments into consideration.
Maintain budgetary spend within the company approved business plan
Ensure timeous rollout of Messaging platforms, infrastructure, and services.
According to departmental KPI’s in line with the company mission, objectives and customer satisfaction indices

Staff Leadership and Management

Accountable for a customer centric culture.
Employee relations and collaborative teamwork. 
Build professionalism, loyalty, and commitment to the organization. 
Communicate actively and effectively resolving any potential conflicts that may arise. 
Living the Bayobab – changing and influence employees behaviour. 
Manage conflict proactively and monitor disciplinary and grievance actions and trends 
Team learning and knowledge sharing within team; appropriate strategic timing for people up-skilling in line with newly developed technologies and strategic practices
Continually develop a culture of strong collaboration and effective team working.
Provide definition of roles, responsibilities, individual goals and performance objectives for the direct reports.
Develop and implement a training plan in order to build and develop skills within the team.
Performance manages resources in accordance with HR policy and legislation where necessary.
Actively participate in leadership team and develop skills of own team.
Promote a ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.

Competencies

Implementers, Decisive Problem Solver, Best Practice Value Creator 
Culture and Change Champion, Guiding People Manager, Relationship Builder 
Results Achiever, Operationally Astute 
Detailed knowledge on the international telecommunication infrastructure industry regarding latest industry trends and competitive landscape within the Bayobab footprint 
Strong understanding of managed networks 
Strong analytical skills to be able to execute market analysis, competitor landscape reports and customer monitoring - Understanding the connectivity infrastructure wholesales landscape with a focus of emerging markets
Ensures execution of strategies through creating and implementing tactical plans for others to follow
Encourages commercial innovation and continuous improvement for systems, processes, products, and service offerings
Role models ethical practices by living the MTN values and vital behaviours for others to follow
Builds relationships across the business in order to influence decision-makers and build team credibility
Produces sustainable divisional results through ethical practices
Sets priorities, plans, organizes and co-ordinates the work of others
Participate and provide inputs to overall Lanning budgets in line with business objectives, under oversight of SM.

Job Requirements
Education:

Minimum 4-year Academic Degree (B Eng. / BSc Degree preferred) 
Master’s degree (advantageous) 
Relevant certification/accreditation/membership with professional body as required for role 
Fluent in English and language of country (preferable)

Experience:

5+ Years of progressive experience managing the implementation, integration, and operations of carrier-level applications and platforms in a variety of technology footprints and geographies and markets.
Functional experience in Core platforms including messaging, mobility, roaming, signalling, and related value-added services (VAS) and security.
Knowledge of IP, CCNA is an added advantage.
Solid understanding of virtualisation and cloud-based solutions and technologies in relation to Roaming, Messaging and Signalling platforms 
Hands on experience with Messaging hubs / platforms as well as value added platforms.
Hands on experience with SMS Routing, Hub and Firewall technology
Understanding open connectivity roaming hub and/or experience working with Data Clearing Houses is a valuable asset.
Strong Knowledge on GSM/LTE/5G network architecture and signalling architecture (STP’s/DRA/DEA).
Strong Knowledge on End to End architecture and connectivity at solution level including core network, signalling, roaming and VAS.
Expert Knowledge of Signalling  protocols and standards relating to CAMEL/GRX/GTP/DIAMETER, SIP, RTP, MEGACO, SCCP, GSM MAP and SS7/SIGTRAN/ISUP.
Understanding of the standard call flows for messaging, roaming Vas and Signalling involving multiple services. 
Basic understanding of IPX and its positioning with the career network infrastructure.
Understanding of IoT platforms, providers and mobile roaming and roaming VAS.
Expert in SMS/SMPP data solutions (A2P,P2A, P2P, RCS, etc).
Understanding of billing systems, CDR’s, TAP flows, TAP files.
Knowledge of UNIX-Solaris, AIX, HPUX, Windows, Linux and cloud technology including containerisation (CNF’s).
Extensive knowledge of virtualized environments (VNF’s), API’s.
Understanding of other core platform and network areas including voice core, unified communications and collaboration, and related value-added services (VAS) and security. Familiarity with SIP and IP Telephony protocols 
Understanding of troubleshooting processes for connectivity and services.
Ability to effectively communicate with all levels of the organisation
Leadership and organisational skills
Excellent analytical and problem-solving skills
Time management and agility towards change both organisational and network
Excellent communication and presentation skills, both verbal and written
Ability to solve problems using a creative and logical mind set
Worked across diverse cultures and geographies (advantageous)
Identifying and mitigating risks associated with network planning, ensuring business continuity and minimizing service disruptions

Functional Knowledge: 

Understanding of telecommunications fundamentals, including concepts like circuit-switched and packet-switched networks, standard protocols and interfaces.
In-depth knowledge of core network architecture, including various generations of mobile networks (2G, 3G, 4G, and 5G), as well as fixed-line networks.
Familiarity with network protocols and industry standards, such as GSM, CDMA, LTE, IP, MPLS, and others.
Knowledge of core network elements like Mobile Switching Center (MSC), Serving GPRS Support Node (SGSN), Gateway GPRS Support Node (GGSN), and other elements in 4G and 5G networks.
Proficiency in using network planning tools and software for capacity planning, and network optimization.
Ability to assess network capacity requirements and plan for the expansion or enhancement of network resources to meet current and future demands.
Skills in monitoring and managing network performance, including troubleshooting and optimizing network elements to ensure optimal service quality.
Awareness of regulatory requirements and compliance standards in the telecommunications industry to ensure legal and operational adherence.
Keeping abreast of emerging technologies in the telecommunications field, such as network virtualization, cloud-native architectures, and edge computing.
Collaboration with other departments like operations, engineering, and business development to align network planning with overall business objectives.
Managing relationships with equipment vendors and staying informed about the latest advancements in network infrastructure technologies.
Leadership skills to manage a team of network planners, engineers, and analysts, fostering a collaborative and innovative work environment.
Strategic thinking
Technical Acumen
Business Acumen
Analytical thinking
Conflict management
Data interpretation
Decision making
Delivery focused
Leadership
Negotiations
Innovation

Collaboration
Responsibility towards:   
Key internal stakeholders:   

Product Team
Other functions within Bayobab
Bayobab Technology Team
Group Bayobab Teams
Regional office teams
MTN Group Technology
MTN OPCOs

Key external stakeholders:   

External auditors/ regulators / statutory bodies (need basis only) more

Responsibilities
Tactical Alignment 

Keep abreast of global and local best practice as it relates data management
Align all operational activities undertaken in the department to the BRIGHT strategy objectives
Implement best practice, continuous improvement and innovation initiatives at process and procedure level

Business Requirements Analysis

Maintain the data lineage to ensure data... integrity 
Thorough understanding on data quality dimensions, understanding which data quality dimensions are to be assessed and what is the associated importance.
Reviewing the results of data quality initiatives and determining if the data quality is acceptable.
Performing data quality assessment checks on a regular basis to ensure users can trust the data and there’s visibility ownership and accountability
Monitor reports for data quality to ensure the accuracy and quality of data through all upstream and downstream data channels
Ensure there is a continuous improvement of MTN SA’s data quality posture through leading and taking an active part in all data quality-related audits
Provide data specific technical guidance to MTN SA’s business units to ensure that data is interpreted correctly 
Provide input unto the data quality analysis process, to ensure continuous efficiency of the data quality analysis process.

Operational Delivery

Engage with process and system owners to research and resolve the root cause(s) of enterprise data quality issues through in-depth data quality analysis and develop data quality monitoring tools
Engage with other functions to drive and where applicable enhance the compliance of data quality management
Monitor and evaluate information and data systems that could affect analytical results
Monitor data quality dashboards, address data quality issues and ensure that the business is maintaining the set data quality threshold
Assess data cleansing techniques used in the business and ensure that best practice data cleansing techniques are used
Liaise with the relevant areas of the business to ensure that data related business requirements for protecting sensitive data are clearly defined, communicated and well understood
Collaborate with the relevant stakeholders, provide progress reports to Manager: MDM and Data Quality

Escalations

Escalate complex issues that have impact on critical path of service delivery to the Manager 
Escalate issues that will result in significant time, scope, employee / customer or cost impacts if not resolved
Contribute towards generating solutions to issues that require formal resolution
Reporting
Follow through the data quality analysis process and draft a report on findings and data cleansing solutions
Prepare reports on operational performance and detailed reports on specific projects when required 

Qualifications
Education:

Minimum of 3-year tertiary degree in Engineering, Computer Science, BCom Information Management,Information Systems, BCom IT Management, Informatics, Bachelor of Information Science or any IT related course
Fluent in English

Experience

Minimum of 3 years’ experience in an area of specialisation 
Experience working in a medium to large organisation more

Responsibilities

Customer Query Resolution

Ensure delivery of CXO objectives in alignment with CXO strategy
Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections &... delivery, fraud, device & technical enquiries as well as network
coverage enquiries
Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
service level agreements. Focus on sentiment conversion and customer retention
Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
resolution has been achieved
Assist Branded Channel with Service and Support in store where and when required
Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual
disputes are at play
Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
Use relevant tools to support channel and sales team as well as customers on product, system and process knowledge
Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
Meet service quality standards as outlined
Drive self-service adoption through customer education
Identify potential threats to brand and execute the brand emergency process timeously
Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures

Adhere to all PPPs defined for MTN SA, which may cut across functional areas
Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
Adhere to the CXO Standard Operating Procedure
Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
Attend to queries and needs of internal and external customers as required within set procedures
Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
Ensure that standards are always in place around brand identity when it comes to engagement
Where possible educate customer on policies, procedures, and standards
Assist in preventing credit risk and fraudulent activity by following procedures carefully
Ensure that all administrative procedures are followed

Profit Driving

Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
Converse & engage with customers around MTN offerings
Make concerted efforts to retain MTN Customers upon cancellation request
Recover the service where customers complain about service, product, process issues
Proactively engage customers on all active planned campaigns
Proactively educate and inform customers about MTN’s self-help/digital service offerings
Update customer details (email, contact number) on all customer contacts

Quality Control and Continuous Improvement

Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve
customer service and support provided, and identifying trends
Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process
and customer service standards.
Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
Provide insights on top trends and make recommendations to the CXO Management
Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
Legal, Corporate Affairs, Regulatory, etc.

People & Culture

With input from leader, create personal development plans
Ensure understanding and alignment of own KPAS and KPIs
Take ownership of own performance and identify training needs. Have performance discussions with leader
Act as an ambassador for the 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
Establish and build professional and sound relationships with colleagues, customers, and service providers
Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications

Education:

Grade 12
Minimum of 1-year diploma (or related experience)

Experience: 

Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions
Advantage - Track record of meeting FCR requirements within a customer service environment
Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures more

Responsibilities

Customer Query Resolution

Ensure delivery of CXO objectives in alignment with CXO strategy
Provide second line support across all MTN channels. This includes all enquiries related to (but not limited to) MTN products & service, VAS, billing & account management,
credit control, collections, sales, partner & channel support, customer retentions, MNP, handset collections &... delivery, fraud, device & technical enquiries as well as network
coverage enquiries
Acknowledge and resolve all queries received end-to-end providing feedback to both the originating channel and/or the customer within the agreed turn-around-times and set
service level agreements. Focus on sentiment conversion and customer retention
Adhere to team and queue designation through work-force-planning and align focus areas to KPI’s for the set timeframe
Communicate to keep stakeholders informed of actions and finally of resolutions provided. Prepare formal business communication for channel and/or customers once
resolution has been achieved
Assist Branded Channel with Service and Support in store where and when required
Collaborate with Legal, Brand & Corporate Affairs to sign-off formal communication in cases of potential litigation, brand reputational damage is detected, or contractual
disputes are at play
Record all steps taken on CRM (notes) to ensure the compilation & storage of history as well as compliance
Collaborate with all key stakeholders (internal & external) to elicit support for effective solutions
Be a brand ambassador for MTN ensuring a positive image for the brand, maintaining good rapport with customers both internally and externally
Ensure ongoing knowledge and adoption of all changes related to new and existing products, system, and process to deliver effortless customer experience on every contact
Use relevant tools to support channel and sales team as well as customers on product, system and process knowledge
Ensure the consistent delivery of all contracted KPIs (individual, business unit and shared KPIs)
Meet service quality standards as outlined
Drive self-service adoption through customer education
Identify potential threats to brand and execute the brand emergency process timeously
Provide ad-hoc customer service upskilling and knowledge transfer to sales and channel teams
Ensure all administration and compliance requirements mandated by the organisation is completed timeously and with relevant quality standards

Operational Processes and Procedures

Adhere to all PPPs defined for MTN SA, which may cut across functional areas
Follow the guidelines outlined in the related playbooks, knowledge-based systems, CXO/CX Standard Operating Procedure and communication updates
Adhere to the CXO Standard Operating Procedure
Ensure FCR is prioritized only completing or registering queries as resolved when they are resolved end to end
Attend to queries and needs of internal and external customers as required within set procedures
Differentiate between different types of customers and apply appropriate policies and procedures (Consider high value customers, influencership levels)
Ensure that standards are always in place around brand identity when it comes to engagement
Where possible educate customer on policies, procedures, and standards
Assist in preventing credit risk and fraudulent activity by following procedures carefully
Ensure that all administrative procedures are followed

Profit Driving

Leverage all sales opportunity identified through customer engagement and generate quality leads for our sales teams/partners
Identify opportunities to sell, cross sell and upsell MTN products on all customer interactions
Converse & engage with customers around MTN offerings
Make concerted efforts to retain MTN Customers upon cancellation request
Recover the service where customers complain about service, product, process issues
Proactively engage customers on all active planned campaigns
Proactively educate and inform customers about MTN’s self-help/digital service offerings
Update customer details (email, contact number) on all customer contacts

Quality Control and Continuous Improvement

Continually contribute to the improvement of existing processes and procedures to enhance effectiveness, efficiency, and performance
Analyse situations and take the necessary action to ensure necessary quality is maintained. This includes obtaining first-hand customer information and leverage this to improve
customer service and support provided, and identifying trends
Assist the business in finding ways to improve service levels. Seek feedback from clients and other stakeholders and continuously seeks ways of improving on quality/process
and customer service standards.
Adhere to all continuous improvement and innovation at policy, process and procedural level for social media operations.
Provide insights on top trends and make recommendations to the CXO Management
Optimise the opportunities presented by each customer contact to up sell or cross sell products and services
Ensure resources of time, skills, equipment, and materials are neither wasted nor misused
When required, provide input into incident reports where legislature and/business rules have not been observed or adhered to, e.g., Fraud & Forensics, Risk & Compliance,
Legal, Corporate Affairs, Regulatory, etc.

People & Culture

With input from leader, create personal development plans
Ensure understanding and alignment of own KPAS and KPIs
Take ownership of own performance and identify training needs. Have performance discussions with leader
Act as an ambassador for the 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
Establish and build professional and sound relationships with colleagues, customers, and service providers
Forge relationships throughout the entire service operations division to maintain and improve performance

Qualifications

Education:

Grade 12
Minimum of 1-year diploma (or related experience)

Experience: 

Minimum of 2 years’ experience in an area of specialization within Customer Service & Operations or Supporting functions
Advantage - Track record of meeting FCR requirements within a customer service environment
Requires knowledge on: Sales techniques, telephone etiquette, relevant policies and procedures more

Responsibilities

Key Performance Areas
Key Tasks:
Project Execution Planning:

Responsible for the project execution planning of national fixed line projects including the scheduling of project resources required to     meet and exceed project targets.
Responsible for obtaining the project implementation deliverables including order specifications and milestone target dates from    ... Project Manager
Allocation of planned work, together with the TFLS Regional Managers, to appointed contractors/suppliers in accordance with     contractual obligations.
Ensuring the communication plan between the various stakeholders are defined
Where possible, attend project kick-off meeting to clarify complete corporate customer requirements and deliverables pertaining to     fixed line infrastructure including       Fibre, Microwave and Fixed Wireless mediums such as Fixed LTE,5G, etc.  

Project Execution Management:

Accountable for end-to-end implementation of all approved BU orders at a national level.
Accurate issuing of Purchase Requisitions for equipment and / or Services compared against the customer contract (Procurement).
Ensure that FTTx and Microwave transmission links are supplied to EBU and National Wholesale Customers within agreed target dates     and quality standards.
Monitor all output related workflow actions and ensure that they are completed in accordance with the project plan dates.
Monitor all input related workflow actions by contractors and ensure they are completed promptly in accordance with the project     plan dates and contracted SLAs. 
Management of project costs (CAPEX budget)
Project documentation to be maintained. 
Reverse Logistics to be effectively managed e.g. decommissioning of a PTP link where relevant equipment to be placed back into the     warehouse and re-purposed for  re-use.

Project Risk Management:

Proactively identify quality and schedule delivery risks and generate risk mitigation alternates for the Project Manager.
Apply active operational decision-making in the best interests Business Unit Customers

Project Reporting:

Provide weekly project progress reports.
Occasionally provide implementation feedback to Project Manager on ad-hoc basis.
Ensure the supply of accurate and good quality reports.
Provide input to required reports for TFLS Management and Executives (whether internal reporting and / or escalation reports to     Business)

Project Stakeholder Management:

Collaborate and liaise with the other departments and work streams in order to assist in the facilitation of a seamless     integration of all relevant access technologies 
Ensure that suppliers/contractors espouse MTN values.
Attend all meetings involving scope change and communicate impact thereof.
Effective escalations to relevant stakeholders (sales person, line manager, etc.)

Project Close Out:

Attend project close-out meetings to confirm deliverables pertaining to transmission and radio access infrastructure are in     accordance with customer requirements          and deliverables. 
Efficient order close out to ensure soonest possible realisation of revenue.
    Special Projects and Support:
Assist with managing special projects within the Technical Enterprise Project department as and when required.  
Assist head office during tender evaluations.
Assist BUs and head office staff in responding to incoming RFPs.
Assist in the POCs and field trials of new supplier solutions.
Assist Project Managers and Process analysts in process optimisation initiatives.

Qualifications

Education:

Standard 10 (Matric) and N6, S4 or equivalent National Diploma in Electrical Engineering, Telecommunications or IT.
Prince2 Practitioner Certification (preferred), PMP or Certificate in Project Management from a recognized institution

Experience:

Minimum of 5 Years experience in the telecommunication industry (preferably in the Radio & Transmission Implementation     environment).
Sound project management experience will be advantageous. more

Job Description

Key Activities & Responsibilities
Strategic Input and Implementation

Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
roadmap. This involves understanding customer needs, market trends, and competitor offerings.
Continuously update strategy in order to manage any type of customer... experience, to predict individual customers’ current needs and proactively
meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
Digital Platform Operations Management – Digital Platforms
Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
the business’ long-term strategy
Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
performance management
Deliver on execution of plan to achieve sales targets effectively
To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
journeys)
Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
customers.
Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
measurement of performance. Metrics should be benchmarked and monitored to inform this effort
Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
Manage external dependencies and vendors
Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
Be accountable for the oversight and approval process of all enhancements to MTN platform.
Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
recharging services.
Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
Provide detailed progress reports both at sub-functional and functional level
Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work
and progress made (bi-weekly / weekly)
Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly meetings/forums to facilitate decision
making
Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
audits across all MTN Platforms and delivering improvement

Budget Management/ Cost Control

Provide input into area budget and ensure that expenditure remains within budget parameters.
Identify areas where money is lost and seek ways to reduce expenditure where possible.
Report on achievement of monthly cost control targets.
Governance, Policies, Procedures and Reporting
Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
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
Work consistently according to standards of accuracy, deadlines and formats
Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
amendments, as well as MTN standard operating procedures
Collate and prepare relevant revenue information and sales data as required
Where required, set up and participate in operational and tactical meetings
Continuous Improvement
Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
class.
Assess, develop, propose and implement new models and structures for delivering required results and service experience
Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
teams
People Leadership /Management
Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
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 team by living the values and vital behaviours and changing and influencing employees’ behaviour

Responsibilities

Key Activities & Responsibilities
Strategic Input and Implementation

Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical
roadmap. This involves understanding customer needs, market trends, and competitor offerings.
Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively
meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)
Digital Platform Operations Management – Digital Platforms
Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to
the business’ long-term strategy
Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and
performance management
Deliver on execution of plan to achieve sales targets effectively
To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and
evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
journeys)
Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain
customers.
Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for
measurement of performance. Metrics should be benchmarked and monitored to inform this effort
Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
Manage external dependencies and vendors
Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
Be accountable for the oversight and approval process of all enhancements to MTN platform.
Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of
recharging services.
Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
Provide detailed progress reports both at sub-functional and functional level
Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work
and progress made (bi-weekly / weekly)
Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly meetings/forums to facilitate decision
making
Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular
audits across all MTN Platforms and delivering improvement

Budget Management/ Cost Control

Provide input into area budget and ensure that expenditure remains within budget parameters.
Identify areas where money is lost and seek ways to reduce expenditure where possible.
Report on achievement of monthly cost control targets.
Governance, Policies, Procedures and Reporting
Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
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
Work consistently according to standards of accuracy, deadlines and formats
Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all
amendments, as well as MTN standard operating procedures
Collate and prepare relevant revenue information and sales data as required
Where required, set up and participate in operational and tactical meetings
Continuous Improvement
Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in
class.
Assess, develop, propose and implement new models and structures for delivering required results and service experience
Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis with own
teams
People Leadership /Management
Set integrated goals and objectives for the team within MTN in order to achieve a future-focused, future-fit high-performing organisation
Provide technical, procedural and policy guidance to staff, colleagues , partners and vendors
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 team by living the values and vital behaviours and changing and influencing employees’ behaviour

Qualifications

3 year Degree / Diploma in Commerce
(Marketing / Communication) or related

Experience

Minimum of 5 years’ experience in an area of specialisation with experience in supervising/managing others
Experience working in a large organization
Experience in the telecommunication industry, advantageous
Worked across diverse cultures and geographies is advantageous
Experience in platform and channel management
Experience in managing multiple projects, with competing resources and priorities

Skills:

Must have a strong sense of entrepreneurial spirit and ownership of projects
(Computer Sciences, Analytics & Marketing)
Fluent in English
Knowledge of online products and relevant sales tools and processes
Design thinking, Agile Certified & Service Design and any other relevant certification / accreditation / membership with professional body(ies) may be advantageous

Required Skills

Design thinking, Agile Certified & Service Design
Knowledge of online products and relevant sales tools and processes
entrepreneurial spirit and ownership of projects more

Responsibilities

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPAs)
Online Content Delivery 

Load Online Content on systems: Oracle/ATG across all Online Platforms  
Work with IS teams to streamline loading and update of content for Online platforms    
Work with a team of Product Owners and eCommerce and Design teams, responsible for collection and... quality of product attribution and photography or samples as well as product updates for all Online environments  
Own and manage workflow for all products on the company website inclusive of products, combos, collections and style variants. Prioritize workload as required to align with Online initiatives 
Partner with Copy team and Photo Studio to ensure product enhancements are tested, signed off and implemented on time and accurately. Own web enablement of product  
Partner with eCommerce Device Management, Design and UX to continually improve the product detail page content and experience, to optimize conversion 
Work with and influence Design Studio peers to improve product imagery produced internally, providing direction on needs for site including silo, detail and environmental imagery needs to improve the product page experience.  
Assist with maintaining the partnership with vendor base and Device team on collection of product attribution and images or samples, drive timely acquisition and execution, accurate content and photography and lead change management with the team as necessary for product changes  
Support the evolution and updates to Attribute Forms by product type to continually improve both quantity and quality of data for product pages and date use by other internal teams. Ensure data is captured in ways to improve PDP accuracy and automation, site facets and filter experience, and SEO value 
Assist with the management of operational workflow tools including but not limited to Dashboard, OHNO Report, Workflow, Content Aggregator Reports, Content Needs Report, Rolling Change/Reused SKU log, SVC/Combo/Collection and PCR Workflow 
Perform product QA analysis when enhancements are made and products are added 

Stakeholder Relations 

Work cross functionally and with outside sources to seek out tools or enhancements to increase team efficiency, reduce time to site and improve data accuracy 
Represent team and participate in eCommerce meetings to share insights and ensure strategic alignment. Partner with eCommerce Merchandising to understand prioritization and manage changes to workflow as needed 
Partner with internal Legal team to understand and adhere to product detail page guidelines related to fact or nutritional labels, warranties and other information required on the site 
Train team members on systems: Oracle/ATG, Cumulus, Sample Management System, Attribute submission etc

Supervisory / Leadership / Managerial Complexity: Refers to the responsibilities for directing, guiding, motivating and influencing others  

Not applicable 

Required Skills & Capabilities e.g. teaching, report writing or specific skills/abilities such as computing or the ability to work without supervision 

Passion for Online retailing, with a strong orientation in understanding and driving customer behavior 
Aware of competitive landscape and emerging trends for product pages 
Proficient in Microsoft Office  
Skill in building and maintaining solid working relationships with business partners and other team members required 
Commercial acumen 
Willing to think outside the box and challenge the status quo 
Excellent interpersonal skills including good written and oral communication, including Powerpoint presentations with proven ability to tailor messages, appropriately to the target audience 
Good understanding of the Digital landscape 

Key Deliverables 

Contribution to continuous innovation of online products and services for Consumers 
Improvement of processes or tools to improve customers site experience and product conversion 
Collection, update and enhancement of company website 
Completion of tasks/ assignments within agreed time frames 
Development and maintenance of productive and effective networks in the digital community 
Collaboration with Business Units, IT & Support areas 
Efficient and effective work delivery 
Effective building & management of relationships with internal and external business partners 
Creation of value to customers and the business 

Job Requirements (Education, Experience and Competencies)
Education: 

Bachelor's degree/ Diploma in Commerce (Marketing or Communication) or Bachelors’ degree in Science, Engineering or related field) 
Google Analytics certification would be advantageous 

Experience: 

Minimum 3 years in an E Commerce environment 
Skill in site navigation, Oracle/ATG platform essential 
SQL report writing and execution skills essential  
CMS experience essential  
Experience utilizing workflow tools or PIM preferred  
Knowledge of web technology (DAM and CMS) preferred 

Required Skills

Aware of competitive landscape and emerging trends for product pages
Commercial acumen
Passion for Online retailing
Proficient in Microsoft Office more

Mission/ Core purpose of the Job: (Short description)

This role involves positioning and promoting the company Mobile & ICT value proposition, leading account managers in the development and expansion of opportunities, and reinforcing existing relationships. Involves execution of the sales strategy and tactics that maximize the company opportunity within the customer environment.

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

Fast moving industry with constantly changing business requirements and technologies
Fluid complexities of customer expectations and demands
Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
Highly dynamic and fluctuating Telecommunications and ISP industry
Total customer experience for MTN brand
Constantly changing enterprise and market needs
Market dynamics and developments
MTN policies, processes and procedures
Regulatory industry norms govern MTN and partners
Highly pressurized, deadline-driven environment
Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks
Participative environment – highly diverse and team-focused

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

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Driving profitable Growth for MTN Business

Develops and executes sales strategy and tactics that maximize the company opportunity within the customer environment.
Increase solution selling by offering clients Value Added Services
Grow monthly recurring revenue and achieve current year SOV and Revenue Targets
Ensure maximisation of existing contract values by increasing wallet share
Maintain customer base by ensuring client issues have been taken care of
Reduce churn
Expand product offering to more customers
Sell more value-added products into customer base
Acquisition of new logos based on market opportunities and reduce churn in our base
The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
Along with sales planning, this position is responsible for accurate sales forecasting.
He / She must have both the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
He / She must be able to lead virtual teams responsible for the delivery of customer success, customer satisfaction.
Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile & ICT customers.
Build relationships within all layers of these accounts.
Sales planning including developing and execution of business plans, as well as tracking of milestones.
The Sales Manager will be responsible and accountable for an annual sales revenue target with significant growth in subsequent years.
Will manage a Team of account managers

Focus on providing exceptional Client Experience

Ensure delivery of exceptional client experience 
Conduct regular surveys to monitor Client satisfaction
Ensure a good customer experience at all times
Assist and resolve billing issues
Assist with customer call tickets
Assist with internal departments ensuring a good overall customer experience

Ensuring a Culture of Operational excellence

Planning and Delivery of a business plan
Alignment of all Sales activities undertaken in the unit
Achieve forecast accuracy
Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
Implement the action plans from the Sales strategy and ensuring efficiency of process in all areas
Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments
Implement methods, systems and procedures to enhance effectiveness and meet departmental goals

Operations and service enhancement

Input into the Sales strategies for the implementation thereof
Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals
Identify and evaluate areas of improvement within the Sales department, identifying possible solutions to address deficiencies and implementing according to plan
Ensure that all performance and key performance area standards of the function are monitored and tracked
Ensure that all requirements are met with both customer and operational needs
Analyse and interpret all data that interfaces directly with the division and report to the GM
Define the development of communication objectives and plans for the Sales function that touch all point of the business
Implement operational analysis on sales structures that support the delivery of strategy
Implement the quality standard frameworks and ensure that high levels of quality service are maintained and that all areas operate as close to global best practice as possible

Reporting

Identify relevant information and data for reporting purposes during departmental meetings
Identify and interpret relevant information and data for reporting purposes
Make assessments of and draw solutions from qualitative data. Make logical deductions and draw conclusions that can be motivated
Provide daily, weekly and monthly reports on all activities of the section
Feedback on any Client issues as soon as they arise and resolve

Process and Procedure Effectiveness

Ensure that workflow continues without interruption
Continually improve existing processes and procedures to enhance effectiveness, efficiency and performance
Implement a high standard of housekeeping and ensure it is maintained on a daily basis to avoid any none conformance.
Manage all risks that could be Client affecting

Manage Sales Team

Build and maintain team to deliver on set targets and objectives
Enable sales through internal operations by ensuring internal stumbling blocks are removed.
Manage human resources effectively
Motivating and developing Account Managers, Engineers and Presales staff is key in this role.

Instilling appropriate Employee Excellence

Achieve results by using performance management and incentives
Create an open-door policy to ensure an efficient climate
Treat everyone with respect and equality
Ensure pro-activeness from employees

Project Management

Develop and drive the execution of agreed projects
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model
Risk management

Business Analysis

Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating  and influencing others.

Responsible for the management of a team which operates in a diverse environment
Manage the department appropriately, ensuring that managers monitor attendance/absenteeism, adherence and log in time, quality, team productivity
Ensure that the structure is functional, optimized and fully utilized relative to available resource
Ensure that teams are optimally sized and staffed and manage and motivate performance
Recruit, develop and retain people with outstanding skills, qualifications and potential
Define the KPAs and KPIs to be cascaded through the department and clarify roles at various levels to match the level of expertise and results required by the business.
Agree on performance standards
Evaluate, assess and track performance to ensure that targets are achieved
Coach, guide and motivate subordinates
Understand the need to train and develop staff to be able to use resources optimally and enhance performance
Build employee relations and collaborative teamwork
Ensure communication and fundamental understanding of strategy elements to all affected teams
Have the self-insight and flexibility to adapt to different situations
Manage boundaries that separate units in order to optimise workflow

Role Dependencies:  

Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this  would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
Interacting with all stakeholders internally & externally

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent)  Indicates the potential for improvement and / or innovation inherent in a position.

Alignment of operations to best practices and standards
Define improvement opportunities and initial schemes for customer experience enhancement 
Articulate and implementation of improved efficiencies in business processes
Integrated service provision to other departments
Build brand credibility
Apply market research in optimal way to add as much value adds as possible to other areas of the business.
Constantly identify new and innovative ways of enhancing operations, setting benchmarks which will roll out into other areas of the business
Deploy and redeploy resources in the most effective way
Encourage continuous service improvement
Implement cost-saving activities
Motivate staff through innovative interaction

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.   Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

Economic 
Resources
Ineffective support / resistance from key stakeholders
Integrity of MTN operational data
Budgetary constraints that impact on strategies that are being devised
Changes in South African regulatory environment
Customer dissatisfaction
Inappropriate processes resulting in delayed service to customers

Collaboration:  

Refers to formal and informal relationships
Responsibility towards:  who are they and what do they receive from the incumbent.
Direct reports: 2-8
Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
Key customers: All External Clients, MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers
Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.Independent thought and Judgment:
Decisions on monitoring process and quality improvements thereof
Changes in operational strategy implementation
Management and motivation of team
Dissemination of information
Implement change on a discretionary basis as presented by the GM
Implementation of efficiencies in systems and processes
Objectives set for the department / area / unit
Resource allocation
System, process and procedure fine-tuning / development to achieve business objectives

Authorities:  

Financial and other decision making authorities, e.g. engaging contracts with suppliers.
As per delegated authority

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

Minimum of a 3-year Degree / Diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

Minimum of 5 years’ experience in an area of specialisation; with experience in supervising/managing others. Experience working in a medium to large organization
Minimum 5 years experience in managing, leading sales account teams.
Minimum 5 years leading a sales team with set targets in the  telecommunications space
Sales experience withintelecommunications and specific examples of closing large, strategic deals.
Must have both - the sales skills and technical knowledge to make presentations and lead customer discussions to advance the sales process.
Strategic technical knowledge, and can succeed as a leader and mentor in a demanding and rewarding sales environment.
Strong sales leadership skills in a teaming environment.
Requires understanding of buying cycles.
Developing customer relationships.
Understanding a broad range of company technologies and offering is required
Strong skills in competitive sales and protecting the installed base as well as creating new opportunities is essential
Ability to understand customer needs and vision from a customer management perspective, match it against the full breadth of the company's value proposition,
and position it in a powerful way in order to generate budgets and close deals.
Must have the ability to deliver business value to the account and build on customer relationships.
Experience in Large Enterprises is essential more

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

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Driving Profitable growth for MTN Business

Achieve new business weekly/ monthly and annual sales targets by... managing and targeting new business development opportunities for new customer acquisition to MTN.
Actively and strategically targeting new business acquisitions 
Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
Recommend ways to exploit new opportunities to grow the business further
Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
Once they close the deal they hand it over to a Revenue Quota bearing sales person

Account management

Resolve escalated issues or escalate as appropriate.
Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
Prepare reports on account performance as required.
Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
Recommend ways to exploit new opportunities to grow the business further
Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

Ensure all customer queries are attended to and resolved within agreed SLA’s.
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
Maintain quality standards that will enhance the customer experience and cost efficiency.
Work consistently according to standard operating procedures.
Analyse situations and take necessary action to ensure quality is maintained.
Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management

Develop and drive the execution of agreed projects 
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model 
Risk management

Business Analysis

Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating  and influencing others.

Adopt a customer centric approach 
Build employee relations and collaborative teamwork 
Build professionalism, loyalty and commitment to the organization
Communicate actively and effectively resolving any potential conflicts that may arise
Have the self insight and flexibility to adapt to different situations
Live the MTN Brand – change and influence employees behaviour 

 

Role Dependencies:  

Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this  would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent)  Indicates the potential for improvement and / or innovation inherent in a position.
Identify and recommend process and system improvements 
Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
Strive to automate processes and procedures wherever possible
Recommend creative and innovative solutions to enhance MTN SA’s performance
Establish sound relationships with all stakeholders
Encourage continuous service improvement
Implement cost-saving activities
Actively identify new customer opportunities and liaise with relevant management

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.   Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

Ineffective delivery of product and marketing roadmaps and time to market
Unavailable and/or uncompetitive priced P&S
Lack of marketing support
Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
Evolution of technology
Reliance on the stability and availability of systems
Non-achievement of turnaround times
Inappropriate processes resulting in delayed service to clients

 
Collaboration:  Refers to formal and informal relationships
Responsibility towards:   who are they and what do they receive from the incumbent.
Direct reports: None
Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.Independent thought and Judgment:
Recommend new accounts that may be profitable and sustainable
Execute actions that have been agreed 
Dissemination of information
Resolution of queries / problems (within parameters set by company policy)
Authorities:  Financial and other decision making authorities, e.g. engaging contracts with suppliers.
As per delegated authority
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

Minimum of 3 years’ experience in an area of specialisation / 
Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
ICT Experience is preferable
Experience in Large Enterprise is preferable

Training:

Products and Services
ICT technology
Contract appreciation and business related courses

Competencies

Head - Big Picture Focus 
Analytical Thinker -   Manages the alignment and execution of tactical activities
Problem Solver -   Assists in solving business challenges but looks to others for advice and guidance
Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement
Heart – Emotionally Intelligent 
Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
Relationship Manager -  Builds relationships with customers and teams to uphold the MTN brand
Hands – Results Focused 
Results Achiever -   Drives team objectives and contributes to sustainability of results
Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others   
General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)
Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
Flexible working hours
Flexibility to travel (local)
Constant pressure to meet extremely tight deadlines
KPA Quality Standards/ Measures (KPI’S for job)
Achievement of sales, retention, customer development and revenue targets for the assigned accounts
Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
Customer satisfaction index
CMAT targets
Achievement of customer and internal KPA’s
Timely reporting and the accuracy thereof
Implementation of operational and promotional plans more

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

Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Driving Profitable growth for MTN Business

Achieve new business weekly/ monthly and annual sales targets by... managing and targeting new business development opportunities for new customer acquisition to MTN.
Actively and strategically targeting new business acquisitions 
Opportunity Management through cold calling, lead generation, trade show and effective account acquisition planning (New Logos, Win-back Logos, etc)
Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
Recommend ways to exploit new opportunities to grow the business further
Provide input into the fine tuning of processes, systems and support in line with changing work practices.
Incentivised to find new business opportunities to increase Incremental Monthly recurring revenues
Once they close the deal they hand it over to a Revenue Quota bearing sales person

Account management

Resolve escalated issues or escalate as appropriate.
Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
Provide regular feedback on competitive threats to MTN business and advise on product/service enhancement requirements.
Prepare reports on account performance as required.
Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
Recommend ways to exploit new opportunities to grow the business further
Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Focus on providing exceptional Customer Experience

Ensure all customer queries are attended to and resolved within agreed SLA’s.
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
Provide advice on the best approach to reach the best results.

Ensuring Appropriate Governance and Quality control Measures

Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
Maintain quality standards that will enhance the customer experience and cost efficiency.
Work consistently according to standard operating procedures.
Analyse situations and take necessary action to ensure quality is maintained.
Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Project Management

Develop and drive the execution of agreed projects 
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model 
Risk management

Business Analysis

Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems 
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance 
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry. 
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating  and influencing others.

Adopt a customer centric approach 
Build employee relations and collaborative teamwork 
Build professionalism, loyalty and commitment to the organization
Communicate actively and effectively resolving any potential conflicts that may arise
Have the self insight and flexibility to adapt to different situations
Live the MTN Brand – change and influence employees behaviour 

 

Role Dependencies:  

Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this  would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent)  Indicates the potential for improvement and / or innovation inherent in a position.
Identify and recommend process and system improvements 
Feed information through to relevant areas of the business regarding client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
Strive to automate processes and procedures wherever possible
Recommend creative and innovative solutions to enhance MTN SA’s performance
Establish sound relationships with all stakeholders
Encourage continuous service improvement
Implement cost-saving activities
Actively identify new customer opportunities and liaise with relevant management

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.   Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

Ineffective delivery of product and marketing roadmaps and time to market
Unavailable and/or uncompetitive priced P&S
Lack of marketing support
Service levels delivered by other areas/ external partners responsible for delivery of P&S to account customers
Evolution of technology
Reliance on the stability and availability of systems
Non-achievement of turnaround times
Inappropriate processes resulting in delayed service to clients

 
Collaboration:  Refers to formal and informal relationships
Responsibility towards:   who are they and what do they receive from the incumbent.
Direct reports: None
Matrix reports: Resources allocated to special projects from other areas within the business, Support areas of business must be adequately trained and given necessary tools to develop, manage and support the products
Key customers: MTN SA Enterprise BU Internal departments especially Direct & Indirect Sales Team, Bids Managers, External clients
Key suppliers: External Suppliers/Partners, Segment Managers in EBU Marketing, Technology and IS departments

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.Independent thought and Judgment:
Recommend new accounts that may be profitable and sustainable
Execute actions that have been agreed 
Dissemination of information
Resolution of queries / problems (within parameters set by company policy)
Authorities:  Financial and other decision making authorities, e.g. engaging contracts with suppliers.
As per delegated authority
Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.

Education:

Minimum of 3-year degree/diploma in Commerce (Financial /Marketing / Communication) or related

Experience:

Minimum of 3 years’ experience in an area of specialisation / 
Experience working in a medium organization in Account Management as a Hunter is essential, preferably in fast moving industry
ICT Experience is preferable
Experience in Large Enterprise is preferable

Training:

Products and Services
ICT technology
Contract appreciation and business related courses

Competencies

Head - Big Picture Focus 
Analytical Thinker -   Manages the alignment and execution of tactical activities
Problem Solver -   Assists in solving business challenges but looks to others for advice and guidance
Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement
Heart – Emotionally Intelligent 
Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
Relationship Manager -  Builds relationships with customers and teams to uphold the MTN brand
Hands – Results Focused 
Results Achiever -   Drives team objectives and contributes to sustainability of results
Operationally Astute - Clarifies priorities, plans, organizes and co-ordinates the work of others   
General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)
Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
Flexible working hours
Flexibility to travel (local)
Constant pressure to meet extremely tight deadlines
KPA Quality Standards/ Measures (KPI’S for job)
Achievement of sales, retention, customer development and revenue targets for the assigned accounts
Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
Customer satisfaction index
CMAT targets
Achievement of customer and internal KPA’s
Timely reporting and the accuracy thereof
Implementation of operational and promotional plans more