Senior Specialist

4 months ago

Johannesburg, South Africa MTN Full time

Key Activities & Responsibilities

Strategic Input and Implementation
- Play a key role in defining and shaping the Digital Platforms Online Strategy (with a focus on sales) in alignment with the Consumer technical

roadmap. This involves understanding customer needs, market trends, and competitor offerings.
- Continuously update strategy in order to manage any type of customer experience, to predict individual customers’ current needs and proactively

meet them, ultimately producing easy, enjoyable, and fulfilling product and brand experiences.
- Manage the execution & synchronisation of product roadmaps (i.e. facilitate prioritisation)

Digital Platform Operations Management - Digital Platforms
- Ensure the delivery of MTN Online Channel Digital Platform strategies that support the objectives of the Online Customer, ensuring it is aligned to

the business’ long-term strategy
- Supervise a team responsible for recharging operations, customer support, and technical system management. This may include hiring, training, and

performance management
- Deliver on execution of plan to achieve sales targets effectively
- To work with different parts of the business to deliver products and services (This would involve working on documentation, providing inputs and

evaluation for financial business cases, defining business rules and working with customer experience teams to define and refine customer
journeys)
- Collaborate with the marketing team to develop and execute recharging-related promotional campaigns, discounts, and offers to attract and retain

customers.
- Provide input into the standards and set targets for platform/ system performance across the Channel area and identify the parameters for

measurement of performance. Metrics should be benchmarked and monitored to inform this effort
- Conduct overall governance, co-ordination, evaluation and measurement of all MTN platform touch-points.
- Manage external dependencies and vendors
- Oversee the operation and maintenance of the technical systems and platforms. Ensure these systems are reliable, scalable, and secure.
- Be accountable for the oversight and approval process of all enhancements to MTN platform.
- Utilize data analytics to monitor recharging patterns, identify trends, and make data-driven decisions to improve the efficiency and effectiveness of

recharging services.
- Develop and submit reports to facilitate decision making. Report to the Head of Digital Platforms on progress made against measurement metrics
- Provide detailed progress reports both at sub-functional and functional level
- Assist in the preparation and contribution to the Review and Retrospective Forum meetings and participate in the demonstration of delivered work

and progress made (bi-weekly / weekly)
- Assist in the preparation and contribution of key insights for the Consumer online channel in the weekly meetings/forums to facilitate decision

making
- Identify, implement and give feedback on income generating opportunities, ensuring viable cost-benefit ratios. This may include conducting regular

audits across all MTN Platforms and delivering improvement

Budget Management/ Cost Control
- Provide input into area budget and ensure that expenditure remains within budget parameters.
- Identify areas where money is lost and seek ways to reduce expenditure where possible.
- Report on achievement of monthly cost control targets.

Governance, Policies, Procedures and Reporting
- Provide governance and policies to ensure that all customer facing platform activities are compliant to agreed protocols, standards and rules.
- Ensure effective implementation of (and compliance towards) legislative requirements and company policies, processes, and procedures
- Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.
- Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on

resources, cost and productivity
- Work consistently according to standards of accuracy, deadlines and formats
- Maintain an ongoing and thorough understanding of MTN Commercial Trading Terms & Agreement including Commission Annexure, and all

amendments, as well as MTN standard operating procedures
- Collate and prepare relevant revenue information and sales data as required
- Where required, set up and participate in operational and tactical meetings

Continuous Improvement
- Provide ongoing research and analysis of markets, competitors, and digital customer trends to ensure MTN’s Online Channel Strategy is best in

class.
- Assess, develop, propose and implement new models and structures for delivering required results and service experience
- Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery
- Research and keep abreast of new innovations, identify and s

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