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