Senior Manager - Regional Operations.Commercial Operations SA

Mission/ Core purpose of the Job:

Drive MTN Business revenue growth through retention of existing clients and acquisition of new clients in the regions as per the defined MTN Business objectives. To provide focused strategic facilitation and operational leadership for the regional team, and responsible for the integrity of MTN Business in the region. Provide, promote and support superior quality service to satisfy the needs of our regional customers.

Context:

• 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 consumer 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:

Key Tasks:

Strategic Implementation:

• Execute the head office strategy customised for the regions
• Provide input the annual business plan 
• Translate the operational strategies into operational plans and activities to realise these strategies within the region
• Adopt and align regional strategies with that of MTN Business

Driving profitable Growth for MTN Business

• Increase solution selling by offering clients Value Added Services
• Grow monthly recurring revenue through new acquisitions, cross-sell and upselling
• Achieve current year SOV and Revenue Targets
• Ensure we maximise on existing contract values
• Maintain customer base by ensuring client issues have been resolved
• Manage customer churn (churn reduction)
• Increase ICT penetration with new and existing customers
• Increase uptake of value-added products into customer base
• Increase regional market share
• 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 and ICT customers. 
• Build deep relationships within key customer accounts. 
• Sales planning, including developing and execution of business plans, as well as tracking of milestones.

Financial Management

• Forecast, plan, develop and review all budgets for the region in line with MTN SA financial requirements 
• Manage operating expenditure in the region in line with agreed budgets
• Identify and eliminate non-contributory expenditure.

Communication and co-ordination

• Develop and maintain efficient and effective co-ordination and interworking between planning and implementation teams in the region and between regional and central functions
• Ensure effective troubleshooting procedures are in place and utilised by skilled and motivated resources across the region
• Develop the matrix reporting and management practices in the region to be successful
• Develop, 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 
• Submit reports to designated management, as per the standing instructions. 
• Interface with MTN Business leaders and attend monthly meetings with other Regional and BU Heads

Exceptional Client Experience

• Ensure delivery of exceptional client experience as per client services charter and SLA’s/OLA’s 
• Conduct regular surveys to monitor Client satisfaction
• Critically evaluate and optimise Fulfilment, Assurance and Billing environment for the region.
• Champion Billing issues resolution
• Champion Customer Fulfilment and Assurance resolution 
• Create good inter-departmental relations
• Motivating and developing all regional staff

Ensuring a 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

Operations and Service enhancement 

• Input into the Sales strategy and 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
• Analyse and interpret all data that interfaces directly with the division and report to the GM
• 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 to the GM.
• Feedback on any customer issues as soon as they arise and resolve 

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

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: 

• Collate and manage the budget for the region.
• Manage suppliers/contractors relationship to ensure deliverable are achieved in timely and cost effective period
• Management of direct reports
  • Monitor and co-ordinate work of direct reports
  • Provide technical, procedural and policy guidance
  • Evaluate performance (conduct performance appraisals)
  • Transfer knowledge and skills
• Knowledge transfer programme Build and maintain team to deliver on set targets and objectives
• Manage human resources elements effectively
• Manage all PIP’s and performance management of the Team
• Define, cascade and manage targets and KPI’s across the Regions 
• Achieve results by using performance management and incentives
• Create an open door policy to ensure an efficient climate
• Treat everyone with respect and equality
• The performance management of subordinates and actioning of annual performance meetings twice annually and IDP’s to be actioned timeously
• Management of training and development for subordinates including their required course identification and recommendations
• Manage all timing and attendance of subordinates
• Manage team morale and attitude towards improved service delivery and focused actions
• ER knowledge to implement where and when applicable within the respective area of management
• Adhere to behave according to the Company values at all times
• 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 customers
  • Manage staff

Competencies

Head - Big Picture Focus 

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

Heart – Emotionally Intelligent

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

Hands – Results Focused 

• Results Achiever -  Produces sustainable divisional results through ethical practices
• Operationally Astute - Sets priorities, plans, organizes and co-ordinates the work of other

Minimum Requirements

Education:

• Minimum of 4-year tertiary qualification - Commerce (Financial, Marketing, Communications) or related and
• MBA/Masters Advantageous

Experience:

• Minimum 5 years’ experience with at least 3 years in relevant sector/ industry
• Minimum 5 years’ Sales/Regional management experience within a sales led organization that includes Sales managers, Key account managers, Account managers and Systems engineers. 
• Sales experience with Mobile and ICT 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.
• Requires understanding of Mobile and ICT buying cycles. 
• 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. 
• A solid sales track record (performance against target)

About MTN South Africa

Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.