Senior Manager

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.

Operational Planning

• 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.

Account management

• Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
• Carry out commercial relationship obligations or assist into within allocated portfolio of accounts, after commercial agreements are concluded.
• Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
• Manage one or more allocated accounts in line with strategy and macro-plans as defined by the managers.
• Resolve escalated issues or escalate as appropriate.
• Implement innovative promotional activities in line with Marketing requirements and guidelines.
• Increase MTN's Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
• Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
• Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts e.g. supply chain, billing, etc.
• Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
• Provide feedback on MTN's risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
• Prepare reports on account performance as required.
• Development of Account Strategies
• Ensure Salesforce Forecasting and Hygiene

Customer Service and Satisfaction

• Build and maintain solid relationships with all stakeholders.
• Ensure on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
• 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.

Quality Control

• 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

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, MNS, Bids Managers, External clients
• Key suppliers: External Suppliers/Partners, Segment Managers in 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

QUALIFICATIONS

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

Education:

• Minimum of 3 year degree/diploma
• 3 year Degree / Diploma in Commerce Financial /Marketing / Communication or related

Experience:

• At least 5 years of experience in the telecoms industry
• Global ICT experience advantageous
• Experience in Account Management is essential, preferably in fast moving industry
• ICT Experience GSM is preferable
• Minimum of 3 years' experience in a area of specialisation; with experience in supervising others
• Experience working in a medium organization
• Knowledge of Data Services including Subsea and Terrestrial, Ethernet, MPLS, IP Transit and Hosting/Co-Location Services
• Successful Sales track record with Service provider / MNO / OTT accounts selling Data Services
• Proven understanding of important financial concepts, purchasing practices and industry specific aspects of Service provider / MNO / OTT customers.
• Demonstrated ability to influence at C-Level, network at middle management levels within customer and partner companies and provide success with relationship management