RESPONSIBILITIES

• Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.

Strategic Input

• Define, challenge and implement medium-long-term integrated strategy for the Enterprise Client Service Unit, ensuring alignment of all activities with the overall sales and service strategies of Customer Experience.
• Provide input into the overall business plan of MTN Enterprise and MTN SA, ensuring that service delivery to customers and markets is competitive and appropriate.
• Contribute towards long-term forecasts and predictions (2-5 years).
• Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary.
• Develop comprehensive product / service plans and strategies and facilitate their implementation.
• Defend strategic control points on competing services.
• Participate in Tender meetings and provide expert guidance and insights.
• Profitable Growth
• Contributes positively to Customer Experience and NPS
• Ensure MTN Business has customer service excellence plan for Enterprise and Mobile revenue growth
• Ensure All customer incidents are resolved expediently to reduce churn
• Ensuring a culture of Operational Excellence
• Ensure implementation of operational plans
• Drive and ensure accurate and timely business and performance reporting process
• Drive and ensure appropriate business predictability across all client projects, Top three Classes (Premium, Piority & Express) Top 100 base
• Drive and ensure the right client service organisation structure to enable better client experience, Top 100 base, Priority andPremium classes
• Drive and ensure the right client service processes and procedures across the business, Top 100 base, Priority andPremium classes incl regions support
• Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
• Drive and continuously develop and recommend client service models to align the business performance
• Drive and ensure that a process is in place for seamless handover between all divisions and client service
• Effective budget management
• Monitor and manage operational performance in terms of the balanced scorecard.
• Investigate deviation from targets and drive corrective actions through management team

Formulate appropriate business continuity plans to ensure service delivery

• Ensure that customer commercial SLA’s are adhered to overall and report on actual achievement to SLA
• Ensure that non-compliance to SLA is addressed with relevant stakeholders to ensure that service is improved and that penalties are reduced.
• Ensure the implementation of a Quality framework as well as conformance to the standards.
• Formulate and drive risk mitigation strategies for operational and/or customer risks.
• Instilling Employee Excellence
• Lead, develop and coach the Client Service team
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Lead to ensure the MTN Business Client Services environment is the best place to work
• Drive to improve employee engagement throuth the GCA
• Ensure the attraction, development and retention of Client Services talent
• Build a professional and differentiated Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a Culture of high performance , accountability and consequence management
• Client Experience
• Develop standardized operations plan to ensure reliable delivery of services to clients
• Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans and NPS rating
• Work closely with Sales team to understand demand of service in Enterprise and Mobile
• Ensure effective and efficient service escalation processes are in place and premium service is provided to our clients
• Be a custodian for customer engagement across the business and build a reputation for meeting customer and partner contact and service strategies, internally and externally, to ensure leadership in the Telco call centre market
• Take personal accountability for retention and sustainable satisfaction of Enterprise customers
• Investigate, research and leverage technology to provide state of the art customer service.
• Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans.
• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Proactively research and analyse the industry and market conditions to fully identify the client needs and demonstrate the MTN value proposition.
• Build, maintain and deepen relationships at appropriate levels in the client organization to gain critical insights that will enhance the customer experience.
• Anticipate changing customer and market requirements and align service delivery accordingly – developing and fine-tuning systems, processes and procedures to meet them
• Implement contingency plans to prevent delays and enhance the customer experience and adopt a proactive approach to prevent problems from arising in the future

Formulate appropriate business continuity plans to ensure service delivery

• Ensure that customer commercial SLA’s are adhered to overall and report on actual achievement to SLA
• Ensure that non-compliance to SLA is addressed with relevant stakeholders to ensure that service is improved and that penalties are reduced.
• Ensure the implementation of a Quality framework as well as conformance to the standards.
• Formulate and drive risk mitigation strategies for operational and/or customer risks.
• Instilling Employee Excellence
• Lead, develop and coach the Client Service team
• Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
• Lead to ensure the MTN Business Client Services environment is the best place to work
• Drive to improve employee engagement throuth the GCA
• Ensure the attraction, development and retention of Client Services talent
• Build a professional and differentiated Client Service team
• Ensure a culture of continuous evaluation and improvement
• Drive a Culture of high performance , accountability and consequence management
• Client Experience
• Develop standardized operations plan to ensure reliable delivery of services to clients
• Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans and NPS rating
• Work closely with Sales team to understand demand of service in Enterprise and Mobile
• Ensure effective and efficient service escalation processes are in place and premium service is provided to our clients
• Be a custodian for customer engagement across the business and build a reputation for meeting customer and partner contact and service strategies, internally and externally, to ensure leadership in the Telco call centre market
• Take personal accountability for retention and sustainable satisfaction of Enterprise customers
• Investigate, research and leverage technology to provide state of the art customer service.
• Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans.
• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Proactively research and analyse the industry and market conditions to fully identify the client needs and demonstrate the MTN value proposition.
• Build, maintain and deepen relationships at appropriate levels in the client organization to gain critical insights that will enhance the customer experience.
• Anticipate changing customer and market requirements and align service delivery accordingly – developing and fine-tuning systems, processes and procedures to meet them
• Implement contingency plans to prevent delays and enhance the customer experience and adopt a proactive approach to prevent problems from arising in the future

Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the Organization.

• Create and integrate standard reports on activities and performance across the unit’s functions.
• Compile the necessary financial reports for the Enterprise Client Service Unit.
• Participate in the tendering for new business by costing the required SLA.
• Determine initiatives to optimize resources and ensure cost effectiveness by maximising cost/benefit ratios within the scope of unit operations.
• Project Management
• Motivate, develop and manage the execution of agreed projects
• Drive the implementation, tracking, monitoring and compliance of Projects
• Contract management in line with Procurement Policies
• Co-ordinate project reporting
• Ensure effective implementation of the integrated project management model
• Risk management (budget, scope, exposure, audits, resources, document control systems etc).
• Business Analysis
• Collate, analyse and summarise data and trends (in line with the MTN SA Business Analysis methodology and guidelines) to produce high value management information that supports strategic decision-making
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
• Design, analyse and document the Unit’s workflow and make appropriate recommendations that will positively impact operational effectiveness
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
• Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
• Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
• Leverage business analytics to identify Business Improvement and Optimisation opportunities that will result in improved customer service and process performance.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS

Education:

• 4-year degree, preferably IT or telecommunications engineering related