GBLCAREERS

MTN Group Recruits Manager: Regional Business Operation

Job:IRC193618

Job Requirements
Education:
· Minimum of 3 year degree/diploma

· 3 year Degree / Diploma in Commerce /Finance /B.Com Degree

Experience:
· Minimum 5 years ICT and GSM Operational experience in leadership role

· Minimum 4 years’ experience in client focussed environment

· Must have experience in implementing and building stakeholder relationships internally and externally ( and application of Business Process Improvement )

· Must have understanding and conceptualising Implementation engineering

· Must have Service Management understanding and ITIL knowledge

· Must have an understanding of Client assurance

· Must understand Project Management methodology and project delivery fundamentals

Minimum Salary

Maximum Salary

Currency ZAR

Skills

Brief Description
To ensure efficient technical and operational support to Enterprise Sales and Enterprise Client Services on all transactions affecting Enterprise Clients throughout the value chain and ensure that MTN EBU attains the business objectives and enhances customer experience. Provide operational leadership for the regional team, and responsible for the integrity of MTN Business in the region. Be the primary interface with MTN management, including accountability and authority within the Region. Provide a superior quality service continuously striving to satisfy the needs of our customers.

Detailed Description
Key Tasks:

Operational Planning

· Provide input into all long term plans regarding operations for the region

· Provide input the annual business plan for the region

· Translate the operational strategies into operational plans and activities to realise these strategies within the region

· Implement and align regional strategies with that of MTN Business and MTN SA

· Design and implement processes ensuring effective escalations for all operational and Client problems encountered by all contact areas in the Enterprise Environments

· Ensure compliance to Standard Operating Procedure and PPP’s as defined.

· Optimisation of resource utilisation.

· Day to Day management of queues and planning on timely clearing within SLA/TAT.

· Daily management and monitoring of Operational activities within the region

· Perform effective analytical investigations to all escalated queries/problems etc to ensure that the problems are effectively resolved.

· Maintain efficient and effective co-ordination and interworking relationships between planning and implementation teams in the region and between regional and central functions

· Ensure effective troubleshooting procedures are in place and utilised by resources across the region

· Facilitate the matrix reporting and management practices in the region to be successful

· Facilitate, maintain and nurture a sound working relationship between the regional Enterprise division and all other associated parties, both within the company and externally.

· Ensure vendor interaction is managed appropriately within defined SLAs and OLAs

Profitable Growth

· Ensure facilitation of regional operations plans and provide support to Increase solution selling by offering clients Value Added Services

· Grow defined monthly recurring revenue in regional portfolio

· Ensure we maximise on existing contract values

· Maintain client base by ensuring client issues have been resolved end to end within SLA

· Manage client churn (churn reduction) in region

· Increase ICT penetration with new and existing customers

· Increase uptake of value-added products into customer base

· Increase regional market share as defined by Senior Management

· Lead virtual teams responsible for the delivery of client success, client satisfaction.

· Build sustainable relationships within key customer accounts.

· Give input into Sales planning, including input into developing and execution of business plans, as well as tracking of milestones.

Financial Management

· Work within defined forecast, defined plan, give input into development and review all budgets for the region in line with MTN SA financial requirements

· Work within operating expenditure in the region in line with agreed budgets

· Give input into Identifying and eliminating non-contributory expenditure

· Provide inputs into forecasts, plans, and budget for the unit that provides region with return on investment on the applicable expense items.

· Work within defined Control expenditure, ensuring all expenditure is in line with the agreed budget for the region

· Monitor costs and determine initiatives to optimize resources.

· Identify areas where money is lost and seek ways to reduce expenditure

Exceptional Client Experience

· Ensure delivery of exceptional client experience as per client services charter and SLA’s/OLA’s

· Roll out regular surveys to monitor Client satisfaction

· Assess to monitor productivity and optimise Fulfilment, Assurance and Billing environment for the region.

· Champion Billing issues resolution within the region by partnering with the Regional Finance Stakeholders.

· Manage customers daily within agreed standards and compliance to PPPs

· First Contact Resolution (USD / E-mail)

· Customer feedback during resolution

· CNSA / Service Level Agreements – manage activities within the commercial terms

· Regular engagement – establish and foster relationships with clients, internal and external stakeholders

· Understand client needs and develop processes in alignment to changing requirements.

· Ensure that client needs and requirements are satisfied through the appropriateness of processes

Culture of Operational excellence

· Planning and Delivery of a business plan

· Alignment of all activities undertaken in the region

· Achieve sales forecast accuracy

· Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary

· 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

· Champion Customer Fulfilment and Assurance resolution

· Create good inter-departmental relationships by defining ways of work and escalation paths with resolution mean times

· Manage repeat queries and complaints via source elimination and root cause analysis

· Professional engagement within standards both internally and externally

· Comply to use of approved communication medium and standards

· Have the self-insight and flexibility to adapt to different situations, adopting a proactive approach to prevent problems from arising in the future.

· Improve service delivery

· Recommend amendments and possible improvements to policies, processes and systems affecting the customer experience and whenever applicable, liaising with the compliance management unit

Operations and Service enhancement

· Define, implement and input into identifying ways to fine-tune operational support methods to enhance effectiveness and meet departmental goals

· Ensure that all performance and key performance area standards of the function are monitored and tracked

· 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

· Guide regional support teams in processes concerning all transactions affecting clients

· Facilitate the escalation and resolution of all technical and complex operational issues affecting the Enterprise and SME customers encountered by the Enterprise Sales (Central and Regional), Enterprise Indirect Sales (Central and Regional) and the Enterprise Operations team their respective support teams while transacting with the Enterprise customers throughout the value chain.

· Liaise with Compliance Management unit (Enterprise Operations) as well as CEI&E to drive the implementation of improvements to processes

· Compile, analyse and present applicable management reports

Reporting

· Identify relevant information and data for reporting purposes during regional departmental meetings

· Identify and interpret relevant information and data for regional 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 region to the Senior Manager.

· Feedback on any client issues as soon as they arise and resolve

· Submit reports to designated management, as per the standing instructions.

Process and Procedure Effectiveness

· 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.

· Ensure all documentation is filed in a manner that is easily retrieval by any member of the team and meet the organisational requirements.

· Manage all risks that could be customer affecting

· Ensure that the assessment decisions are within all SLA (i.e. TAT and Quality).

Employee Excellence

· Build and maintain team to deliver on set targets and objectives

· Define, cascade and manage targets and KPI’s across the Regions

· Manage all timing and attendance of subordinates

· Manage team morale and attitude towards improved service delivery and focused actions

· To ensure that adequate training is received by staff, both informal and formal, and provide succession planning and career paths for staff.

· Providing guidance and tactical leadership in developing new methods and systems to continuously strive for improved performance of staff and the service provided to our clients

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
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