Specialist - Recharges.commercial Operations Sa

3 days ago


Johannesburg, South Africa MTN Full time

Strategy Execution
- Assist to manage and execute a strategic roadmap that achieves growth, user engagement and monetization
- While engaging with varying parts of the business prepaid / postpaid / digital / CVM to align, enable business as well as drive new features based on data and customer research
- Ensure tracking of success of each feature in terms of conversion and ROI.
- Implement and launch new products features
- Use market and competitive analysis, business goals, and technology capabilities to review opportunities
- Work with other channel specialists to understand what features are being on which channels and how the journeys are being done

Customer experience
- Develops deep understanding of customer needs/insights for the development of online platforms business products and services
- Supports to ensure competitive analysis of the recharges experience for the business product and services domain
- Drive continuous improvement of our business products and services experience based on deep analytics and insights
- Ensure the platform user experience substantiates our brand differentiation strategy
- Support platform design activities and be obsessed with improving the Online user experience.

Commercial Online Capabilities
- To support recharges technology roadmap and provides requirements for channel experiences
- Understands the product strategy and roadmap and co-ordinates with key cross function stakeholders
- Supports detailed requirements gathering and detailed designs of core capability
- Understands business models for investment assessment
- Supports detailed TNPS analysis
- Ensures that appropriate commercial overviews, business models and processes are in place for any Recharges product or service investment
- Supports international markets Online execution
- Manages the tracking of business benefits delivered by business roadmap implementation
- Supports the development of the relevant business cases to back up market deployments or extensions of capabilities

Performance tracking
- Implement a robust reporting framework to include the definition of a KPI dashboard to monitor the overall health and track the achievements of the business product and

services roadmap, business benefits and ensure delivery is on time, within scope and budget
- Monthly input to team leader & other key decision-making bodies
- Delivery tracking of business products and service into market
- Control and manage any allocated product budget and ROI

Leadership and teamwork
- Champion of change, positioning the Online Channel’s way of working as a model for customer led, brand experience, new company culture and organizational development
- Create a high level of employee engagement to deliver the leading customer experience in MTN
- Actively manage relationships and alignment with Technology and specifically the Customer Business Units
- Manage relationships with key suppliers where required
- Forge a close working relationship with local management teams
- Thought leadership to develop a Best in Class Customer Online experience

Innovation and change
- Supports the drive for innovation in business product and service delivery low to high impact initiatives
- Take a deep interest in new technologies and emerging global service delivery trends and their relevance to MTN’s Online Channel approach
- Supports development and testing of proof of concept business products and services to enhance the customer experience
- Drive continuous improvement programmes for business products and services

Communication
- An articulate and persuasive communicator with the ability to forge effective working relationships quickly and across stakeholders
- Perceived as deeply knowledgeable and manages effectively “up”, “down” and across virtual teams
- An effective collaborator who effects improvements through influence and persuasion

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
- Lead in “Stand Up” meetings to orientate the team for the upcoming day’s work
- Participate in any other cross-functional operational meetings

Escalations
- Resolve escalations that have significant impact on Recharges
- Advise management of issues that will result in significant time, scope, employee/customer or cost impacts, if not resolved
- Contribute towards providing recommendations to issues to remain compliant with framework of operation

People & Culture Management
- Enable and model healthy employee relations and collaborative teamwork
- Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
- Act as an ambassad



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