MTN Recruits Service Manager

This role is primarily responsible to lead the Service Management(Relationship Management, Quality Assurance, Continuous Improvement, Performance Reporting and Functional Training) function at the SSH and ensure quality services are provided to MTN Operating Companies (Opcos).

Minimum Requirements

Job Specifications/ Minimum & Preferred RequirementsEducation / Business Degree
Bachelor’s degree in Finance/Engineering or relevant field
Post graduate degree in Business Administration/EngineeringWork Experience
Overall 11-15 years of relevant experience
6 years of relevant experience preferably in a mid to senior position in a Shared Services Centre (SSC) with experience spanning continuous improvement, performance management, quality management and process training
Experience in the service management of business operationsTraining
Not ApplicableIndustry / Certifications
Six Sigma Black Belt Certification (preferred)Any other specifications
Working knowledge of Enterprise Resource Planning(ERP) System (Oracle)
Working knowledge of MS Office (Word, Excel and Outlook)
Experience in continuous improvement
Experience in a SSC / Business Process Outsourcing (BPO) environment
Service Management experience in Telecom industry
Project Management experience

Job Specification

Key Performance Areas

Strategy Development and Implementation
Lead the creation of the service management strategy in line with the overarching business goals
Ensure effective implementation of the service management strategy by means of providing direction, structure, frameworks, models and roadmaps Staff Leadership and Management
Build and manage a high performing service management team by providing leadership, role clarity, training and career development
Source, induct, and manage talent in accordance with legislative guidelines
Ensure open communication channels with staff and implement change management interventions where necessary
Provide definition of roles, responsibilities, individual goals and performance objectives for the team
Set Key Performance Indicators (KPIs) and provide regular performance feedback through a well-defined and implemented performance review program
Develop and implement a training plan in order to build and develop skills within the team
Encourage knowledge transfer through the implementation of a knowledge transfer plan and drive continuous improvement philosophy through the knowledge transfer plan
Performance manage resources in accordance with HR policy and legislation where necessary
Actively participate in leadership team and develop skills of own team
Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance As per business planGovernance
Operational, Tactical and Strategic Meetings
Provide input to enterprise wide transformation initiatives
Provide input to and ensure adequate risk mitigation and controls
sign-off baseline of Service Level Agreements (SLAs) and KPIs
Perform evaluation of Service Level Agreements and Key Performance Indicators
Approval on new initiatives
Review and finalise objectives, targets and budgets for Service Management function
Provide relevant budget for internal projects
Prepare proposal on change initiatives (SLA/Operating Level Agreement)
Participate and provide input into strategic and tactical meetings
Set up and manage tactical meetings on a needs basis
Periodically participate in operational review meetings
Evaluate areas of improvement across people, process, and technologyEscalations
Manage and resolve issues that will result in severe time, scope, productivity, and cost or resource impact
Resolution of issues escalated from service delivery teams
Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service deliverySSH Tactical
Manage all projects and initiatives
Review key risks, issues and dependencies and set mitigation actions
Sign-off / make decisions regarding tactical changesPerformance
Monitor SSH performance and alignment with MTN global strategy and per industry best practices
Review performance against agreed KPIs and SLAs
Ensure alignment between SSH, Center of Excellence (CoE), Opco and Group Management Service (GMS)
Manage SLA approval and exceptions performance review
Create and monitor plan for continuous improvement As per business planReporting
Report on a monthly basis to Executive, SSH relating to progress made in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific management requirements as and when necessary As per business planBudgets
Manage division budgets in line with business objectives
Ensure that the cost of operations is reduced, in line with a least cost operating strategy stemming from the business drivers Operational DeliveryService Management Strategy
– Establish strategic direction and 1-3 year plan for the service management function with specific focus on continuous improvement, quality management, performance management and process training
– Develop and execute an end to end service management strategy for the SSH that would define clear objectives at an individual team level
– Guide the Executive, SSH on industry leading practices across the above mentioned areas
– Identify and customise frameworks and methodologies that can be implemented in the SSH
– Liaise with internal audit function at MTN Group to identify and adopt MTN best practices leveraged across MTN Opcos and the Group for the SSH
– Lead setup of each of the sub functions within Service Management
– Define the charter for each sub-function within service management and ensure the overall service management vision and strategy percolates as specific targets for these sub-functions
– Support the Executive, SSH and General Managers, Service Delivery to enhance the performance and quality of activities provided by the SSH to the Opcos
– Work with MTN Group Internal Audit function to carry out periodic audits
– Ensure all sub-functions work together in order to achieve the service management strategyBusiness Relationship Management
– Review the relationship management strategy for the SSH with respect to the Opcos and relevant industry bodies with an intent to create awareness in the industry about MTN’s SSH
– Review stakeholder mapping prepared by the Relationship Managers
– Ensure implementation of stakeholder mapping with the support of a robust communication from Human Resources team
– Review governance framework, structure and cadences defined
– Finalise governance mechanism at Opco level and ensure successful roll-out as and when Opcos go-live
– Review and define SSH’s positioning at a Group governance level and ensure sign-off from all key stakeholders. Roll-out governance at Group level and ensure adherence to the defined cadence
– Review and finalise key metrics to evaluate the relationship of SSH with Opcos
– Ensure robust communication plan is developed to interact with the Opcos during roll outs and BAU (Business as Usual)
– Promote sharing of leading practices with Opcos
– Ensure actions/issues raised by Opcos on services received are addressed in an effective, efficient and timely mannerQuality Assurance (QA)
– Institutionalise a total quality management system at the SSH
– Ensure implementation of a comprehensive quality assurance strategy with the support of the Senior Manager, QA focussed on ensuring Service Delivery function provides services as per MTN best in class practices
– Oversee the development of tools, templates and processes for enhanced quality
– Review and sign off quality assurance review plan for the Service Delivery function
– Review and finalise design of dashboards to track ongoing quality of the services provided by the Service Delivery function
– Conduct periodic reviews with General Manager, Service Delivery (Finance, HR and SCM) to discuss outcome of quality assessment and action plan to address concernsContinuous Improvement (CI)
– Identify the right continuous improvement methodologies that can be implemented at the SSH along with the Senior Manager, CI
– Oversee the implementation of the identified CI methodologies and ensure their sustainability
– Develop and sustain a culture of continuous improvement of operations at the SSH
– Create a competitive environment at the SSH to identify improvement initiatives and work with HR to align with individual rewards and recognitions
– Drive the team to identify CI initiatives at process level that would help drive tangible outcomes
– Lead continuous improvement initiatives such as Green/Black belt projects , ISO certifications
– Monitor improvement programs derived from SSH strategy and goal setting
– Oversee the implementation of customer satisfaction surveys and ensure action plan developed is implemented as per defined timelines. Ensure action plan is implemented and feedback from the Opco is documented to track progressPerformance Management
– Develop a Performance Management strategy focused on service delivery
– Provide guidance on development of performance management dashboards
– Influence and escalate key Opco issues in an effective way to ensure timely resolution
– Evaluate the operational health of the Service Delivery function and provide independent report to Executive, SSHProcess Training
– Review and sign-off the training strategy for the SSH
– Manage the functional training budget for the SSH
– Review the training needs analysis process to understand the requirement for training interventions and sign-off accordingly
– Engage with both the MTN Group and external bodies to adopt best practices to enhance the functional training delivery at the SSH
– Review employee surveys to measure the effectiveness of training strategy and other training KPIs
– Sign-off on all system training documentation to be incorporated into functional training material
– Accountable for roll-out of all training programs for the delivery team As per business planManagerial / Supervisory Responsibilities
Set overall direction for the division
Provide guidance and leadership ensuring future focus and current efficiency
Coach and mentor direct reports to ensure staff motivation is high
Ensure adequate succession planning and that succession plans that are in place are achieved
Ensure skill transfer for staff development, motivation and business continuity
Ensure the team is led, motivated and rewarded to achieve high performance areas
Ensure assigned team is led, motivated and rewarded to achieve key performance areas (KPAs)
Ensure the effective management of diversity among personnel in the division
Identify staff training and development needs and implement necessary actions
Manage team (including recruitment, on boarding, attrition)
Set goals and objectives for direct reports, monitor progress, and maintain motivation
Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning and goal setting)
Set up appropriate structure to meet departmental management objectives
Provide an advisory function on governance and best practices in client experienceRole Dependencies
MTN Policies and Procedures
CompetenciesKnowledge
Complexity and Ambiguity
Ensures Ethical Stakeholder management
Creates Vision, Purpose & Long term sustainability
Displays courage to take tough decision
Empowering others
Global thinker
Entrepreneurship
Organisational awarenessSkills
Leadership
People management
Decision making
Reporting & presentation
Data interpretation
Negotiation
Analytical
Manages conflictBehavioral Qualities
Complete candour
Leadership
Integrity
Emotional Maturity
Innovation

How to Apply

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