Senior Manager

**Mission/ Core purpose of the Job**

Responsible for leading the definition and implementation of an integrated technical and operational architecture and processes required to efficiently and effectively acquire, manage, charge and retain both B2C and B2B customers and partners for MTN’s Digital Services.

The Senior Manager will work closely with cross-functional teams in MTN to implement world-class customer experience access all MTN Digital Service’s customer-facing platforms, as well as manage all back-end billing, CRM, subscription management and distribution platforms.

Customer-facing channels include MTN Play, USSD channels, mtn.co.za and the MTN and Ayoba apps, as well as customer call-centre and IVR interfaces.

The Senior Manager will be required to ensure a seamless and integrated customer acquisition experience, as well as develop and implement strategies and processes for customer retention and ongoing service engagement. They will be required to implement and track key analytics and develop dashboards to provide meaningful insights into customer behaviour.
They will work towards minimizing agent assisted customer service calls by implementing and promoting self-service channels, standardised user journeys, messaging, and up to date information packs on all Digital Services for training purposes. They will be required to integrate customer care into systems to allow agents to view and administer customer queries and complaints by having all customers’ information relating to subscriptions, cancellations and welcome and reminder communications.
The incumbent will also be responsible for developing and implementing an automated partner onboarding and management portal, allowing content partners to easily launch and manage new services, track performance and simplifying partner financial administration. They will continue to enhance MTN’s partner management platform with new features and ensure partner compliance with MTN’s Treat Customers Fairly policy.

Key performance areas include traffic generated to MTN Play and USSD, sales and conversion stats from these platforms, conversion rates across all customer journeys, customer care queries, billing success rates and service onboarding time.
The SM CEX Operations is also responsible to contribute towards MTN’s overall strategic goals, to achieve profitable growth and to continuously improve the operations performance.
The Senior Manager CEX Operations reports to the Chief Digital Officer, delivers into Digital Services and will manage a team of Specialists some who might be outsourced.

**Context (Global influences, environmental / industry demands, organizational mission etc.)**
MTN is entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The SM, Digital Business Development must therefore ensure the successful delivery in context of:

- An expertise-based multicultural organisation
- A dynamic and evolving field of Telecommunications
- Revolutionary workforce practices which are bringing together global labour markets
- Management of executive and local shareholder expectations across MTN SA and Group
- Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
- Dynamic legal and regulatory environment
- Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring
- Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
- Rapid horizontal and vertical expansion of MTN, in terms of size, products, customers and geographic distribution

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Deliverables
The Senior Manager CEX Operations will be accountable to achieve the following objectives:
**Strategy Development and Implementation**
- Support and contribute to the development of the functional strategy in line with the overarching business goals
- Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
- Conduct regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem
- Assist in implementing the overall digital strategy, to ensure overall digital objectives are achieved;
- Assist in communicating and aligning relevant strategy and business plan with partners and team;
- Assist in implementation of strategic initiatives;
- Assist in implementation of relevant elements of the digital strategy and ensure achievement of business plan.

**Staff Leadership and Management**
- Attract, retain and develop a high-performance team
- Continually develop a culture of strong collaboration and e