Manager - Chat and Operations Sa

2 weeks ago

Johannesburg, Gauteng, South Africa MTN Nigeria Full time

Reports To:

**Senior Manager: Online Platforms

Division:
Online

Context (Global influences, environmental / industry demands, organisational mission etc.)

Organisational Mission

MTN is evolving from a mobile communications provider to a digital platform operator where innovation, operational and commercial excellence is critical for success.

To excel today and sustain future growth, MTN must develop the required capabilities internally to provide the market and customers with EPIC experiences, products and services which fulfil the belief that everyone deserves the benefits of a modern connected life.

To this extent the Online team are responsible for creating and operating digital platforms which bring MTN products and services to customers in the easiest and most seamless manner in the form of contextualised and personalised experiences available anywhere and anytime.

The Online team are helping to bring about a transformational journey to infuse new capabilities, combining customer experience, data and digital technologies to MTN's core connectivity business, emerging fintech and rich media offerings in order to digitise processes and innovate customer engagement.


Global Influences / Environmental & Industry Demands

  • Highly dynamic and fluctuating Telecommunications industry
  • Highly competitive market with new and established competitors
  • Fast moving industry
  • Legislative changes
  • Rapid pace of digitalization
  • Prevailing economic pressures affecting staff and customers
  • Fluid complexities of customer expectations and demands

Key Performance Areas:
Core, essential responsibilities / outputs of the position (KPAs)
MTN Chat and Web Recharges Planning and Development

  • Develop, manage and ensure execution of strategic roadmap that achieves growth, user engagement and monetization
  • Collaborate with crossfunctional teams across the company (including technology, UX and design, development, testing, analytics and product marketing
  • Engage with various parts of the business via Enterprise, prepaid, postpaid, online, CVM to drive the introduction of new features based on data and customer research to enable the business
  • Communicate both strategic vision and tactical roadmaps to key stakeholders
  • Track and measure the success of each feature in terms of conversion and ROI
  • Conceptualize and launch new product features with clear go to market plans
  • Use market and competitive analysis, business goals, and technology capabilities to assess opportunities
  • Work with other channel owners to understand what features are being employed on which channels and how the journeys are being done

Customer Experience

  • Bring customer experience into every decision supported by data and user feedback
  • Develop the App growth strategy and adoption while working closely with other online channel owners
  • Assist with the migration of customers from traditional physical engagements and older selfservice channels onto the App.
  • Contribute to revenue growth, cost savings and self service
  • Continuous monitoring of performance
  • Build very close relationships with Retail and Call Centre teams to ensure customer education and support
  • Work with CBU and EBU product teams to ensure the App is always included in future product plans, ensure we deliver on their requirements.
  • Remove operational and execution barriers wherever possible

Project Management

  • Work alongside the Project Management office to ensure project plans are executed ensuring compliance with agreed standards and timelines
  • Track and monitor project progress and completion
  • Provide regular reports on projects
  • Identify and ensure management of Risks, working with fraud, compliance and regulatory teams.

Business Analysis

  • Perform MTN SA Business Analysis in line with the methodology and guidelines
  • Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
  • Design, analyze and document workflow and make appropriate recommendations that will positively impact operational effectiveness
  • Identify Business Improvement and optimization 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

Governance
Operational meetings

  • Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work and progress made (biweekly / weekly)
  • Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly Round Up Forum to facilitate decision making
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