MTN Vacancies

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Manager – Finance Business Partner Messaging & VAS

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Job Description

At Bayobab, we Lead with Care, Can-do with Integrity, Collaborate with Agility, Serve with Respect and Act with Inclusion. 

Bayobab formerly MTN GlobalConnect is a Pan-African digital wholesale and infrastructure services company founded in 2017, and an operating company in the MTN Group. Bayobab formerly MTN GlobalConnect manages MTN’s international and national major wholesale activities, in addition to offering reliable wholesale and infrastructure solutions for fixed connectivity and wholesale mobility solutions that include international mobile services, Voice, SMS, signaling, roaming and interconnect.

Mission: 

Manager Finance Business Partner Messaging & VAS will play an integral role within Bayobab  Finance team supporting mobility business team in Bayobab and across Opcos. This role will be eyes and ears of the Management on all financial matters related to Mobility SMS and VAS services and work closely with Bayobab FinOps to provide necessary support to the business.  

This is a multifaceted role where it requires greater attention to details, strong financial analytical and presentation skills, financial risk management, Oracle reporting, strong business acumen, control governance together with experience in overall Finance operations to review and setup finance policies and procedures as per the industry best practice. 

Key Performance Areas:

Manager Finance Business Partner Messaging & VAS will be responsible to achieve the following objectives:

• End-2-End SMS and VAS account & relationship management with MTN Opcos, carrier partners, Bayobab commercial & Bayobab FinOps teams
• Liaise with Bayobab FinOps team on various Finance Operation related issues flagged by business / business partners and provide support where required 
• Interact with the Opco CFO’s and finance teams on various business finance related matters 
• Reviewing the financial clauses on all SMS and VAS Agreements with new SMS and VAS partners and assist in decision-making on whether to proceed with partnerships
• Review A2P/P2P/P2A & VAS prices and provide feedback for the PriceCom approval
• Review various business models proposed by business for new product launches, new partner engagements, business process change impacts etc. 
• Build budget and forecast with close coordination with Mobility team and Opco team  
• Provide SMS/VAS related financial information to business and Bayobab Finance Management at regular time period and any ad-hoc information to aid decision making
• Reviewing of business cases to launch new products and business models 
• Manage the monthly performance of actual revenue, profit/loss achieved against the approved monthly budgets and build an in depth understanding about business dynamics
• Support SM FP&A and Business Partner with quarterly reporting, Forecasting and business planning
• Provide robust financial analysis based on information extracted from Billing platform, Oracle Fusion to Bayobab Management team 
• Support Bayobab FinOps team where required with dispute resolution between Bayobab OPCOs and 3^rd party Interconnect partners 
• Assist with ad hoc analysis, reports, information requested by Business, Audit, Tax etc.
• Continue to monitor Opco upsides against budget and build share with Bayobab Management
• Support various project implementation where required
• Explore and initiate various automation of regular reports prepared manually 
• Support process Improvement initiatives such as automation, standardization, documentation etc
• Attend various business review meetings and events where required  
• Monitor financial KPIs related to Interconnect business and provide feedback to senior management.

 Job Requirements:

Education:

• 4-year degree in Accounting/Finance/Economics 
• CA/ CPA/ ACCA or any other professional qualification (fully qualified)

Experience:

• 5+ years in relevant experience in relevant areas of the business 
• Hyperion reporting, FCCS and analysis experience is a must.
• Stakeholder management
• Strong business acumen and familiar with Billing systems 

Competencies:

• Critical Finance thinking
• Strategic thinker 
• Business / Finance acumen with commercial mindset
• Accounting standards, policies and procedures
• Demonstrated exceptional analytical, quantitative and financial modelling skills
• Global mindset, ideally with broad geographical and industry experience that brings cross cultural understanding and the ability to work across cultures
• Genuine interest and shows initiative in own professional development i.e. keeping up with best practices, digitalization 
• Exceptional presentation skills including Executive level presentations
• Strong decision maker
• Advanced Excel skills 
• Ability to work multiple priorities in parallel
• Ability to develop relationships and influence 
• People management
• Organizational Agility 
• Dealing with ambiguity and complexity

Specialist – Risk and Compliance. (CONTRACT)

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Job Description

MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Specialist must therefore ensure the successful delivery in context of:

• An expertise-based multicultural organisation
• A dynamic and evolving field of Telecommunications
• Revolutionary workforce practices which are bringing together global labour markets
• Management of executive and local shareholder expectations across MTN and its Opcos
• Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
• Dynamic legal and regulatory environment
• Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
• Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
• Rapid horizontal and vertical expansion of MTN, in terms of size, products, customers and geographic distribution

Responsibilities

The Specialist – Risk and Compliance is responsible across the following below areas: 

Role Management

• Manages that role build/amendments encompass the principles of least privilege access, Segregation of Duties (SoD) and ensure safeguarding of the GT in collaboration with Functional Process Owners
• Manages role master maintenance is performed on a regular basis with global process leads 
• Drive the risk and impact assessment process for solution changes to the roles, process, affected users and potential impacts on defined risks

Access Certifications 

• Performs the planning and execution of access certifications in collaboration with OPCO’s/GPL’s
• Provides regular updates and analysis of access certifications
• Executes the removal of access, as outcome of the certification process

Incident and request management, and coordination and oversight on third-level and fourth-level resolution:

• Resolve incidents and requests raised by the users in a timeous manner for the provisioning of users, by acting as first-level of support and safeguarding MTN BOOST Global Template (GT)
• Engage with relevant stakeholders constantly to quickly and accurately identify the root cause of issues or problems to minimise delays/slippages and create Frequently Asked Questions (FAQ) document to address recurring issues
• Escalate issues that may result in considerable time, scope, employee/client, or cost impact according to established governance structures
• Ensure smooth running of day-to-day operations and user support
• Triage incidents and requests, and escalate to the third-level support performed by support service provider
• Coordinate timeous resolution of incidents and requests raised with support service provider
• Identify opportunities for achieving operational efficiencies through continuous improvement activities
• Conduct research and trend analysis to support strategic initiatives

User manual updates:

• Update, review and change control management of the following user manuals:
  • Role management 
  • Access Certification

Release management:

• Review new features (both Enabled and Disabled) which are required for MTN
• Resolve conflict arising from various impacts  
• Review the demand requests generated for releases with high impact
• Manage role definition documentation post release

Demand management:

• Validate demand requests raised by OpCos and/or Group Functions and assess their impact on other functional domains
• Prioritise and identify demands to be implemented in collaboration with  Portfolio Manager, Project Management Office (PMO)  
• Provide oversight across major demands and deployments, and resolve any conflicts raised by Global SME

Compliance management:

• Provide input as required for internal and external audits and review of risks and controls
• Provide inputs as required to support implementation of corrective actions based on audit findings and policy changes

Information Technology General Controls (ITGC’s):

• Providing assurance partners with evidence of ITGC’s execution

Contracting, recharge model, budget cycle, business, and financial cycle including Talent and Performance Management (TPM):

• Support the GRC team, to provide domain specific inputs to Financial Operations team 
• Provide inputs to the budget planning activities as required
• Focus on self-development by taking relevant trainings

Governance forums, integration, and oversight reporting:

• Provide data and inputs to various reports to be presented at MTN group governance forums, MTN BOOST Lead steercos, OpCos and partner governance forums
• Participate in governance forums for timely feedback (if and when requested)

Foster strong relationship with respective OpCos and MTN group function (stakeholder accountable for the function) to drive the GRC objectives.

Qualifications

Education:

• Minimum of 3-year tertiary diploma in IT, Finance, or Risk Management or equivalent Oracle Risk Management certification (preferred)
• Fluent in English with the ability to communicate and describe complex technical solutions in easy-to-understand concepts

Experience:

• Minimum of 2 years’ experience in access certification and role management as an area of specialisation
• Experience in Telecom / Finance / Insurance industry (preferred) or an equivalent multi-national organisation with extensive geographic footprint (Preferred) 
• Experience working in diverse cultures and geographies (Advantageous) 
• Large ERP Experience (preferred)
• Cloud experience (preferred) – includes experience in small scale Software as a Service (SaaS) solution with hybrid or private data centre deployments

Competencies:

Functional Knowledge: 

• Functional process understanding (Proficient)
• Training (Proficient)
• Cross functional understanding (Intermediate)
• MTN policies and procedures understanding (Proficient)
• Continuous improvement (Intermediate)

Technical skills

• Application management (Proficient)
• Data analytics (Proficient)
• Testing management (Intermediate)
• Infrastructure and platforms management (Basic)
• Data management (Intermediate)

Leadership Qualities

• Strategic planning (Basic)
• Stakeholder management (Proficient)
• People development (Intermediate)
• Innovation (Intermediate)

Behavioural Qualities 

• Collaboration (Proficient)
• Critical thinking and problem solving (Proficient)
• Communication (Proficient)
• Accountability (Proficient)
• Adaptability (Intermediate)

Responsibility towards:

• Key external stakeholders:  
  • 3rd party vendors
  • External audit team
• Key internal stakeholders:
  • MTN OpCo SMEs/ Process Leads (PLs) (First-level of support)
  • MTN OpCo user
  • MTN governance councils (IT Design Council (ITDC)/ Change Control Board (CCB)/ any others)
  • Global Process Sponsor (GPS) (Global function)
  • MTN Group Information Security (GIS)
  • MTN Group Risk and Compliance (GRC)
  • MTN BOOST Project Management Office (PMO)
  • MTN BOOST Global Process Owners (GPO)/ Global Process Lead (GPL)
  • MTN BOOST SME (Second-level of support across other areas)
  • Internal audit team

Consultant – OD and Performance Partner

Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better.

Responsibilities

At MTN, we are a purpose and value-led organisation and believe that understanding the needs and aspirations of our people is key to creating experiences that delight you at work, daily. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. 
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals. 
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care
Can-do with Integrity
Collaborate with Agility
Serve with Respect
Act with Inclusion

Mission/ Core purpose of the Job

Manco Business Talent Partnering represents a specialized business competence vertical within the Manco HR Services Function in MTN Group HR.  The  Group Finance & Corporate Services Business Talent Partner sub-function is one of the five business talent verticals.
The OD and Performance Partner – Group Finance & Group Corporate Services is responsible for the customization, delivery and continuous improvement of Organisation Development (OD) and Performance solutions to meet corporate strategic plans for the business units.  
The OD and Performance Partner  will deliver within the following broad work areas
•    Organization Design 
•    Workforce Planning
•    Performance Management

The OD and Performance Partner– Group Finance   & Group Corporate Services reports to the Senior Manager: Manco Business Talent Partner responsible for respective Manco Business Units.
 

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

Key Deliverables
The OD and Performance Partner will be accountable to achieve the following objectives:
Governance 
Strategic Meetings
–    Provide input in strategic meetings when required
–    Provide inputs into the enterprise wide transformation initiatives when required
–    Provide inputs into the risk mitigation and controls
–    Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
–    Provide input into the preparation of proposal on change initiatives SLA, policies and procedures
Escalations
–    Escalate issues that will result in severe time, scope, productivity, and cost or resource impact
–    Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
Function Tactical
–    Provide input into all projects initiated (internal or global)
–    Identify and document key risks, issues and dependencies and set mitigation actions
–    Prepare documentation required for sign-off / making decisions regarding tactical changes
Performance
–    Ensure execution in alignment with divisional strategy
–    Provide input into SLA approval and exception performance review 
Reporting
–    Report on a periodic basis to reporting manager relating to progress made within the sub-function and in accordance with the measurement metrics set by the organisation
–    Report on an ad hoc basis on specific projects as and when necessary

Operational Delivery
Organization Design
–    Evaluate and generate business-specific insights to advise Group Finance   & Group Corporate Services functions on organization design solutions and practices that are result oriented 
–    Assist in localizing and implementing the functional organizational architecture operating model, strategy, objectives and budgets for Manco, in conjunction with HR Services team
–    Maintain and update the organization structure, headcount sizing, job profiling and transition plans – in line with the operating model, strategy, objectives and budgets for Group Finance   & Group Corporate Services functions
–    Provide inputs for the development of Functional Competency framework for the Group Finance   & Group Corporate Services functions, in conjunction with global Organization Architecture team
–    Analyse and prepare headcount and FTE sizing proposal for Group Finance   & Group Corporate Services functions (aligned with the budgets) 
–    Develop job profiles relevant to the positions in the Group Finance   & Group Corporate Services functions, along with the functional leaders, in line with the OD and Rewards Policies. Ensure appropriate protocols and approvals are obtained prior to rollout. 
–    Timely communication of new/revised job profiles to HR Operations Team for operational implementation
–    Responsible to ensure job/position evaluation for Group Finance   & Group Corporate Services functions
–    Develop the workforce transition strategy and plan along with the Group Finance   & Group Corporate Services leaders. Socialize and monitor progress of fully approved transition plans which are delivered by HR Operations teams
–    Periodically review, analyse and report on OD and People data for the Group Finance   & Group Corporate Services functions to ensure compliance to the Global Data and OD standards and policies.
–    Prepare, present and report on key organization design metrics such as span of control, organization layers, headcount and critical position vacancies for the Manco Business Units, in line with the practices defined by the Global Organization Architecture Team
Workforce Planning and Analytics
–    Assist in the development, monitoring and reporting of Functional HR budgets relating to headcount and cost for the Business Unit. 
–    Assist in the development and presentation of strategic and operational workforce plans for the Business Unit, in line with the methodology and framework defined by the Global Organization Strategy and Performance vertical
–    Prepare key Business Unit workforce metrics (headcount, HR budget and cost, talent and organization metrics etc.) based on data/inputs received from the Global Strategy and Analytics team, to the respective Business Leaders and Group HR Leaders on a timely and accurate basis. 
–    Analyse, prepare and circulate  workforce related analytics and insights specific to Group Finance   & Group Corporate Services functions
–    Provide inputs to optimize allocation of resources, ensuring that resources are sufficient, and that duplication of resources occurs is minimised
–    Assist in preparing key highlights of business objectives/plans and workforce related plans to report on a timely basis to the Global HR Expertise Verticals and Manco HR Services team. 
Performance Management
–    Assist with the appropriate research, inputs, insights and leading practices relating to business-specific people performance metrics and KPIs
–    Ensure implementation and adherence to the global performance management framework and methodology within the Business Units 
–    Educate and communicate with line managers in the Group Finance   & Group Corporate Services functions on the various performance management responsibilities, processes, policies, people management practices 
–    Execute the implementation of performance programs and initiatives for Group Finance   & Corporate Services  functions at Manco
–    Assist in the cascade and socialisation of approved functional KPIs and targets for Group Finance   & Group Corporate Services functions 
–    Monitor and report on process compliance of the Group Finance   & Group Corporate Services functions to key performance schedule of activities and timelines 
–    Assist in the effective execution of goal setting, moderation and calibration processes for the Group Finance   & Group Corporate Services functions
–    Participate and ensure appropriate closure of action relating to ad-hoc performance interventions such as facilitating individual development plans, management of performance improvement candidates, resolution/escalation of performance related conflicts, technical systemic constraints etc. and so on.
–    Proactively coordinate with the Global Performance teams to obtain reports and undertake necessary actions based on the performance metrics results 

Ways of Working and Collaboration
–    Partner and engage with the Global Organization Strategy and Performance teams to enable:
o    Development of custom organization, performance and workforce planning strategies for the Business and  
o    Provide practical business insights, trends and patterns which can help strengthen the Global solutions, frameworks, policies and processes
–    Maintain a strong working relationship with the Manco HR Services team for the effective delivery of transactional and administrative services for the Business Unit
–    Maintain strong networking within the ‘Business Partnering’ community across MTN for effective practice exchange, cross border talent leverages, organizational consistency and so on
–    Manage and resolve escalations that have impact on critical path of business service delivery
–    Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved

 

Qualifications

Job Requirements (Education, Experience and Competencies)

Education:
–    Minimum of 3 year tertiary degree / diploma (Human Resource/  Behavioural Sciences/ Business Studies / Management and/or Equivalent)
–    Relevant certification / accreditation / membership with professional bodies in the area of organization design, business performance & productivity etc. (advantageous)

Experience:
–    Minimum of 5 years’ experience in working in the HR domain in telecommunication environment with specific focus on OD, performance management and workforce planning 
–    Demonstrated experience partnering with clients on solving business/operational issues through the application of progressive people systems (Human Resources) practices.
–    Project management experience
–    Worked across diverse cultures and geographies
–    Experience working in a medium to large organization 

Competencies:
Functional Knowledge
–    Business/ Financial Acumen 
–    Telecom Operating Model, Business and Market knowledge 
–    Knowledge of HR polices and processes 
–    Workforce Planning and Analytics
–    Organization Design and effectiveness
–    Performance Management
–    Functional KPI design
–    Functional skills and competencies

Skills
–    Strong consultative skills (influencing, assessment, facilitation, expectation setting, relationship building)
–    Analytical and Data interpretation
–    Excellent verbal and communication skills
–    Demonstrated time management and priority setting skills
–    Possesses flexibility to work in a fast paced, dynamic environment
–    Project management
–    Reporting & Presentation Skills

Behavioural 
–    Accountable
–    Adaptable
–    Confidence
–    Agile
–    Culturally aware 
–    Gets work done
–    Innovation 
–    Inquisitive

Consultant – Company Secretary

Want to know more about us? We’ve got you! Please scroll to the end of the section to get to know us better.

Job Description

MTNs purpose is to enable the benefits of a modern connected life to everyone. The MTN Group Strategy is anchored in building the largest and most valuable platform business with a clear focus on Africa. This rests on a scale connectivity and infrastructure business – mobile and fixed access networks in the consumer, enterprise, wholesale segments and platform business. 
The role must therefore ensure successful delivery in the context of:
–    Diversifying telco-to-techco landscape.
–    Constant dynamics and local challenges in the economic, regulatory and legal environments and evolving industry ecosystems.
–    Fostering close collaboration with external and internal role players across multiple spheres of stakeholders who may, at times, have competing interests.
–    Maintaining high standards of governance, business integrity, ethics and professionalism that MTN operates within. 
–    Driving growth through business intelligence and standardization to maximize business impact.
–    Multi geographic landscape and cultural context.
–    Management of demanding customer and supplier expectations.
–    Enhancing MTN reputational position as a leading secure, reliable and safe network and system provider.
–    Assisting the MTN Subsidiary Boards and management in protecting the assets, reputation and sustainability of the organisation for MTN to accomplish its objectives.

We at MTN are a purpose and value-led organisation. At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, everyday. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood and empowered to live an inspired life. 
Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.
Live Y’ello
•    Lead with Care
•    Can-do with Integrity
•    Collaborate with Agility
•    Serve with Respect
•    Act with Inclusion

Responsibilities

The Consultant: Company Secretary role will support the Deputy: Company Secretary to achieve the following objectives:

Operational Delivery
Governance and compliance
–    Support the co-ordination of governance structures across Operating subsidiaries and entities (Opco’s).
–    Support and enable compliance for various exchange authorities’ requirements including preparation of the annual compliance documents.
–    Review and update governance documents (e.g. Memoranda of Incorporation and Articles of Association, or equivalent in the relevant jurisdiction, Board and committees’ terms of references, policies) to ensure alignment with the regulatory changes.
–    Coordinate the review of governance documents and frameworks (e.g. Shareholders Agreements etc) with various stakeholders within the Opco as well as 

Ensure that annual declaration of director’s interests is prepared and ensure that Opco’s comply with the Group’s standards, including the Decision-Making Framework, in relation to declaration of interests.
–    Ensure that Director training is scheduled and delivered on an annual basis.

Governance Efficiencies
Ensure that there is an overall improvement in efficiencies in Cosec operations within the Opcos: 
–    Review meeting agendas, board packs in advance and discuss with Deputy Company Secretary in preparation for sign-off with governance forum heads.
–    Ensure the year planner is managed and circulated timeously to stakeholders and that the Opco Cosecs implement the year planners as approved by the Board.
–    Monitor the submission of papers and documents from relevant stakeholders according to engagement calendars and ensure timeous circulation of meeting packs.
–    Track attendance to meetings and proxies and ensure proper recording of minutes and preparation of action points within reasonable period after each meeting.
–    Ensure appropriate localisation and harmonisation of DMFs so that so that decision making is effective and coherent with outcomes required by Group.
–    Ensure that issues raised, and solutions agreed to within forums are implemented and communicated and resolutions are appropriate and circulated to correct stakeholders.
–    Coordinate all projects that affect the companies including reviewing of articles and related governance structures.
–    Advise on effective filing repository where information confidentiality and compliance principles are maintained and required information can be accessed speedily by required stakeholders.
–    Support Opco Cosec with the registration of new entities and monitoring the registration status to ensure compliance.

Qualifications

Education:
–    Minimum 4-year Bachelor’s Degree (CIS/Bachelor’s Degree in Commerce/Legal)
–    Company Secretary professional registration preferred
–    Fluent in spoken English

Experience:
–    Minimum of 5 years of relevant experience in a legal function or a company secretary function.
–    Exceptional interpersonal skills and the ability to build and maintain effective relationships.
–    Experience in communicating across various levels of organisations.
–    Experience working in environments with changing priorities
–    Experience working in a medium to large organisation

Capabilities:
–    Conceptual Thinker, Problem Solver, Improvement Driver

Agent – Sales

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Job Description

Mission/ Core purpose of the Job: 

Our primary goal is to hit targets effectively, driving revenue growth for the company. We achieve this by connecting with customers, understanding their needs, and delivering tailored solutions that exceed expectations. As trusted advisors, we guide customers through their purchasing journey with honesty, empathy, and expertise. Our dedication to exceptional service and building lasting relationships ensures customer satisfaction and loyalty, ultimately contributing to the company’s success.

Responsibilities

Key Performance Areas: 

Sales Target Achievement:

• Consistently meet and exceed weekly, monthly, and annual sales targets.
• Convert leads into activated sales through outbound and inbound campaigns.
• Achieve and maintain a strong conversion rate.

Customer Satisfaction (CSAT):

• Build and maintain strong, long-lasting customer relationships by understanding their needs and effectively communicating the value proposition of products and services.
• Ensure high levels of customer satisfaction by providing accurate and timely information about product features, pricing, promotions, and terms of service.
• Maintain a very low monthly inflight cancellation rate to enhance customer satisfaction.

Product Knowledge and Communication:

• Demonstrate strong knowledge of fibre and broadband (LTE) products and services.
• Communicate effectively with customers over the phone and other communication channels, building rapport and trust.

Operational Efficiency:

• Maintain an up-to-date sales funnel and sales portfolio.
• Manage pre-orders, leads, and FNO “Bucket List” to avoid backlogs and ensure smooth operations.
• Collaborate with internal teams such as order fulfilment, product, and marketing departments to optimise sales processes.

Adaptability and Collaboration:

• Work independently with minimal supervision while also collaborating effectively within a team environment.
• Be flexible to work evenings and weekends as required to accommodate customer schedules and meet sales targets.
• Assist on ad hoc inbound campaigns (inbound calls, web chat, WA chat) as needed.

Continuous Improvement:

• Identify sales opportunities and follow up on leads generated through various channels, including marketing campaigns, referrals, and FNO Portals.
• Proactively seek feedback and implement strategies for continuous improvement in sales performance

Proficiency in Tools and Systems:

• Demonstrate proficiency in CRM software and Microsoft Office Suite (Word, Excel, Outlook) to manage sales activities effectively.

Qualifications

Education:

• Matric or equivalent
• Fluent in English

Global Experience Standards 

• At least 3-5 years of sales experience in a similar role (inbound and outbound) 
• Minimum 2 years’ recent experience in ISP sales 
• Must be self-motivated and Target driven 
• Must have excellent time management skills, positive attitude and be organized 
• Understanding of sales processes and dynamics. 
• A commitment to excellent customer service. 
• Excellent English and Afrikaans written and verbal communication skills. 
• Superb interpersonal skills, including the ability to quickly build rapport with customers. 
• Computer literate with proficiency in MS Office Suite and Outlook, especially Excel 
• Strong knowledge of fiber and broadband (LTE) products and services
• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers over the various communication channels (inbound calls, web chat, WA chat).
• Highly motivated and results-driven, with a passion for sales and a hunger to succeed in a dynamic and fast-paced environment.
• Ability to work independently with minimal supervision, as well as collaborate effectively within a team environment.
• Flexibility to work evenings and weekends as required to accommodate customer schedules and meet sales targets.

Specialist – CVM Customer Analyst and Insights

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Job Description

Mission/ Core purpose of the Job 
End-to End accountability of MFS and CDO campaign analytics and Insights from CVM side
 

Responsibilities

Context: 
We are looking for a Customer Analytics & Insights Specialist to turn data into information, information into insight and insight into business decisions for our Digital and MFS business units.

The Customer Analytics & Insights Specialist will be responsible for full data lifecycle activities – including but not limited to requirements analysis and design, develop analysis and reporting capabilities, and continuously monitor performance and quality control plans to identify improvements in Customer Value Management.

The Customer Analytics & Insights Specialist will perform analysis to support the realisation of base management objectives. This will be achieved, in part, through the timely provision of a core set of reports that measure and track base management activity, deep-dive analyses and the development & enhancement of segmentation and predictive models, specifically churn and product propensity models.
Key Performance Areas: 
Strategy
•    Contribute to the Digital & MFS CVM strategy through analytics and modelling to Identify opportunities to stimulate revenues by upselling, cross-selling and other customer lifecycle programmes to increase ARPU and retention  from Digital and MFS acquisition.
•    Design CVM Recommendation models to improve customer engagement across the different customer lifecycles. 
•    Design reports and dashboards to track/reduce churn and build predictive models to identify customers that are at risk of leaving the company. 
•    Increase Customer Lifetime value with various programs. 
•    Create/monitor micro Segmentation/ Clustering analysis in order to do targeted CVM campaigns for Digital and MFS segments. 
•    Work with cross functional teams to expedite time to market for CVM activities.
•    Improve/create Campaign Library for all CVM related activities. (Bundles, Rate Cutters, Rate plan migration etc.)
•    Improve 30/7/1 day(s) active base, activity level of Digital & MFS revenue streams.
•    Analyse commercial impact of BTL programs on product penetration, ARPU and incremental value delivered. 
•    Analysis of Digital & MFS segment to identify opportunities to apply products and tariffs to maximize the engagement. 
•    Support CVM team to understand the root cause of high value churn and create a mitigation plan to reduce churn. 
•    Digital & MFS retention/churn management strategy to retain high value customers.
•    Manage inactivity, early churn detection, root-cause analysis etc. 
•    Actively manage the churn targets and work closely with relevant business units to prevent churn. 
•    Closely work with outbound tele calling team to conduct survey for high value customers. 
•    Support analysis to build and refine a subscriber usage behaviour. 
•    Ensure that all outbound activity is measured & includes impact of activity versus appropriate control groups or tests. 
•    Work closely with other business units to implement CVM programs and drive the management/measurement thereof. 
•    Create and maintain a campaign tracker, measuring and forecasting on key KPI’s Perform monthly deep dives on base to understand emerging subscriber trends.

Capability
•    Interpret data, analyze results using statistical techniques and provide ongoing reports with key insights on the information derived from the data. 
•    Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality.
•    Acquire data and analyze from primary and/or secondary data sources and maintain databases/data systems .Identify, analyze, and interpret trends or patterns in complex data sets
•    Filter and “clean” data, and review computer reports, printouts, and performance indicators to locate and correct code problems Work closely with management to prioritize business and information needs Locate and define new process improvement opportunities

Supervisory / Leadership / Managerial Complexity:  

o    Manage and coordinate the activities of the managers
o    Manage contributions and expectations of external service providers and stakeholders
o    Build professionalism, loyalty and commitment to the organization.
o    Ensure ongoing liaison with other areas of the business. 
o    Communicate actively to effectively resolve any potential conflicts that may arise
o    Have the self-insight and flexibility to adapt to different situations
o    Live the MTN Brand values –influence employees behaviour
o    Influence other stakeholders in order to achieve the business objectives of the channel
Role Complexity:
Financial (limits/mandates etc.)
o    Contribution to prepaid service revenue – reflected in CVM P&L and overall company targets

Non-financial (customers/staff etc.)
    Analytical Skills
    Communication Skills
    Critical Thinking
    Attention to Detail
    Math Skills
Lateral Dimensions:

Creativities (improvement/innovation inherent)  
o    Build an independent opinion on client needs, opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
o    Suggests concrete ways to improve productivity, and improve resource utilisation
o    Strive to automate processes and procedures wherever possible
o    Apply market research in an optimal way to continually improve processes and procedures
o    Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
o    Recommend creative and innovative solutions to enhance MTN performance
o    Establish sound relationships with service providers and vendors and business segments
o    Encourage continuous service improvement
o    Implement cost-saving activities
 

Vulnerabilities (control span) 
o    Business expectations vs. the delivery reality
o    Data integrity
o    Poor customer service will impact negatively on revenue
o    Speed to market
o    Limited resources
o    Evolution of technology
o    Legislative changes
o    Reliance on the stability and availability of systems
o    Non-achievement of turnaround times
o    Inappropriate processes resulting in delayed service to clients
 
Collaboration:  
Responsibility towards:  

Non-financial (customers/staff etc.)
o    External vendor/partner management
o    Cross-functional stakeholder management – support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
o    >25 million prepaid customers
 

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

o    Objectives set for the channel
o    Strategic input within the team
o    Dissemination of information
o    Monitoring of compliance, performance and efficiency
o    Budget compliance
o    Resource allocation
o    System, process and procedure fine-tuning and development to achieve business objectives
o    Decision-making that is effective and responsible for profit and customer and business sustainability and growth
o    Customer relations, and engagement with stakeholders on GM level
o    Customer networking issues and GM level communications
o    Make decisions to drive immediate response times
o    Use information to drive in-built excellence
Authorities:
As per delegation of authority

Qualifications

Minimum Requirements -.

Education:
o    University degree or equivalent qualification, preferably with analytical focus, marketing or commercial subjects

Global Experience Standards (10)
o     Min 3-5 years of relevant work experience 
o    Fluent in English and other South African Languages
o    Experience in CVM methodology, principles, capabilities, and techniques.
o    Demonstrated ability to create, lead and inspire high-performing teams.
o    Prior experience of mobile industry preferably  Prepaid Retention.
o    Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling)

Competencies

Head – Big Picture Focus (20)
o    Strategy Implementers – Ensures execution of strategies through creating and implementing tactical plans for others to follow
o    Decisive Problem Solver –  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
o    Best Practice Value Creator – Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings

Heart – Emotionally Intelligent (30)
o    Culture and Change Champion –  Role models ethical practices by living the MTN values and vital behaviours for others to follow
o    Guiding People Manager –  Is self-aware and guides team capability development through opportunity creation for realising potential
o    Relationship Builder  –  Builds relationships across the business in order to influence decision-makers and build team credibility

Hands – Results Focused (40)
o    Results Achiever –  Produces sustainable divisional results through ethical practices
o    Operationally Astute – Sets priorities, plans, organizes and co-ordinates the work of others    
 
General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
o    Flexible working hours
o    Flexibility to travel (local / international)
o    Attending functions after hours
o    Constant pressure to meet extremely tight deadlines
o    Working in a dynamic and busy open plan environment

KPA Quality Standards
1.    Total net incremental prepaid base management revenues (absolute value as well as % of Service Revenue)
2.    Campaigns & Initiatives ROI (Revenue generated from tariff x-sell and up-sell as % of service revenue, Revenue dilution saved as % of service revenue, etc.)
3.    % product penetration (% of customers with >2 products/services)
4.    % of smartphones with data bundles attached
5.    % of inbound customers with revenue/margin improvements 
6.     # and % of active prepaid base
7.    # of customers saved through retention campaigns 
8.    % of base on loyalty programmes and/or targeted with retention campaigns
9.    NPS for outbound communication & information
10.     NPS for tariffs/pricing

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We wish you all the best with your applications.