Senior Manager

**Mission/ **_Core purpose of the Job _**_:
Drive MTN Business revenue growth through retention of existing clients and acquisition of new clients in the regions as per the defined MTN Business objectives. To provide focused strategic facilitation and operational leadership for the regional team, and responsible for the integrity of MTN Business in the region. Provide, promote and support superior quality service to satisfy the needs of our regional customers.
**Context**:
- Fast moving industry with constantly changing business requirements and technologies
- Fluid complexities of customer expectations and demands
- Highly competitive market with new and established competitors and aggressive competitor strategy and delivery
- Highly dynamic and fluctuating Telecommunications and ISP industry
- Total customer experience for MTN brand
- Constantly changing consumer and market needs
- Market dynamics and developments
- MTN policies, processes and procedures
- Regulatory industry norms govern MTN and partners
- Highly pressurized, deadline-driven environment
- Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks Participative environment - highly diverse and team-focused
**Key Performance Areas**:
**_Core, essential responsibilities / outputs of the position (KPA's)
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**Key Tasks:
**Strategic Implementation**:
- Execute the head office strategy customised for the regions
- Provide input the annual business plan
- Translate the operational strategies into operational plans and activities to realise these strategies within the region Adopt and align regional strategies with that of MTN Business**Driving profitable Growth for MTN Business**
- Increase solution selling by offering clients Value Added Services
- Grow monthly recurring revenue through new acquisitions, cross-sell and upselling
- Achieve current year SOV and Revenue Targets
- Ensure we maximise on existing contract values
- Maintain customer base by ensuring client issues have been resolved
- Manage customer churn (churn reduction)
- Increase ICT penetration with new and existing customers
- Increase uptake of value-added products into customer base
- Increase regional market share
- Lead virtual teams responsible for the delivery of customer success, customer satisfaction.
- Assist the company in shaping the future value proposition by creating unprecedented value and opportunity for defined Mobile and ICT customers.
- Build deep relationships within key customer accounts. Sales planning, including developing and execution of business plans, as well as tracking of milestones.**Financial Management**
- Forecast, plan, develop and review all budgets for the region in line with MTN SA financial requirements
- Manage operating expenditure in the region in line with agreed budgets Identify and eliminate non-contributory expenditure.**Communication and co-ordination**
- Develop and maintain efficient and effective co-ordination and interworking between planning and implementation teams in the region and between regional and central functions
- Ensure effective troubleshooting procedures are in place and utilised by skilled and motivated resources across the region
- Develop the matrix reporting and management practices in the region to be successful
- Develop, maintain and nurture a sound working relationship between the regional Enterprise division and all other associated parties, both within the company and externally.
- Ensure vendor interaction is managed appropriately
- Submit reports to designated management, as per the standing instructions. Interface with MTN Business leaders and attend monthly meetings with other Regional and BU Heads**Exceptional Client Experience**
- Ensure delivery of exceptional client experience as per client services charter and SLA's/OLA's
- Conduct regular surveys to monitor Client satisfaction
- Critically evaluate and optimise Fulfilment, Assurance and Billing environment for the region.
- Champion Billing issues resolution
- Champion Customer Fulfilment and Assurance resolution
- Create good inter-departmental relations
- Motivating and developing all regional staff
**Ensuring a Culture of Operational Excellence**
- Planning and Delivery of a business plan
- Alignment of all activities undertaken in the region
- Achieve sales forecast accuracy
- Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary
- Provide feedback on the impact of solutions on other areas of the business, as well as the interdependency of units
- Ensure continuous improvement and innovation at process and procedure level within All MTN Business operational departments Implement methods, systems and procedures to enhance effectiveness and meet departmental goals**Operations and Service enhancement**
- Input into the Sales strategy and the implementation thereof
- Define, implement and input into identifying ways to fi

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