Responsibilities

The Senior Manager RAFM Service Excellence is responsible to achieve the following objectives:

Business Planning and Strategy Execution

• Assist in the creation of the RAFM sub-departmental strategy in line with overarching departmental goals.
• Shape and implement Service Excellence Strategy through defining and executing a Group-wide RAFM Service Excellence framework.
• Ensure effective implementation of sub-departmental strategy by means of providing direction, structure, business plans, oversight and support.
• Lead the strategic roadmap to transform RAFM teams from reactive to proactive, embedding AI, automation, and predictive analytics to drive intelligent assurance and fraud prevention. 
• Operationalise the RAFM strategy across team and Opcos. Ensuring that processes and systems meet Opco regulations, service standards and Group mandates. 
• Provide support to the OPCO to deliver on Strategic Programmes.
• Prepare risk management and technical budgets that mitigate risks associated with revenue leakage while ensuring the efficient allocation of resources towards technology and processes that uphold service excellence.

Operational Delivery

• Formulate, socialise, measure and monitor adherence to the relevant operational frameworks and methodologies relating to MTN’s RAFM shared operation model and business strategy.
• Standardise global processes for MTN’s RAFM shared operation model and business.
• Lead and drive discussions on the business requirements for RAFM tools as these apply to MTN’s shared operation model and business strategy.
• Participate in discussions on the development, integration and enablement of technology frameworks for RAFM as they apply to the operating companies.
• Co-develop the offshore service providers’ Opco incident/exception management and operational frameworks and oversee compliance.
• Manage offshore service providers’ delivery through steering committees through robust governance practices and processes.
• Own the quality assurance review (may include control and maturity assessment) across the operations as per the annual timetable.
• Provide training to business leaders, Opco teams and other relevant functional team members based on amendments of revenue assurance and fraud management practices, regulations and business positions.

Business Partnering Support and Oversight

• Guide and assist the Opco RAFM teams with all business assurance requirements, including primary controls, secondary controls and fraud for current business and the new platforms business transitionary phases of evolution.
• Champion data-driven decision-making by leveraging advanced analytics, machine learning, and AI-powered risk prediction.
• Champion a Group-led transformation agenda, driving RAFM-wide adoption of intelligent tools, automation, and digital-first service models.
• Drive operational consistency across multi-market OPCOs through scalable policies, frameworks and intelligent automation tools.
• Support the Opco team when there are significant leakage or risk exposure, to conduct root cause analysis and terminate the risk where possible as well as support the business with insights to implement the controls.
• Provide strategic, tactical and operational support to MTN operations on initiatives.
• Provide guidance and support for all queries raised by the OPCO (ad-hoc), track and categorise query types to create a library that informs service improvements.
• Participate and influence the RAFM audit season, focused on the risks at Group while overseeing the risk at the Opcos.
• Drive issue resolution and close out of both external and internal audit findings through working with Assurance Excellence team to identify themes and a response strategy both in Group and Opcos.
• Influence organisational structures, ways of work and driving Opco improvements and maturity from a service excellence perspective.
• Recommend areas of improvements and drive the achievement of the Opco Improvement Plan through engagements with RAFM Opco leadership teams.

Continuous Improvement

• Ensure OpCo alignment with best-in-class industry standards.
• Research Revenue Assurance and Fraud Management operations model standardisation, process quality, automation, and best practice trends in related industry and environments for continuous improvements.
• Enhance Group RAFM’s Reputation: Position RAFM as a trusted, high-impact function within the Group by delivering measurable financial and operational benefits.
• Facilitate knowledge sharing of lessons learnt across Opco’s leveraging solutions derived from cross-cutting challenges.

Communication and Awareness

• Lead the development of RAFM communications strategy to create positive change in awareness and engagement levels of key stakeholders and all staff in supporting the design of a revenue responsible organisation.
• Establish a culture of strong service excellence, with effective internal controls across the Group and Opcos.
• Communicate and socialise of the RAFM strategy across team and opcos.
• Define and establish the vendor strategy playbook and articulate and communicate the value add of vendor services provided to stakeholders.
• Drive the delivery of the agreed Revenue Assurance and Fraud awareness campaign at Group to improve revenue responsibility
• Oversee and report on campaign effectiveness measurement and remediation planning, where required.

Staff and Leadership Management

• Manage service excellence team members: providing leadership, mentorship, growth and development paths.
• Set clear objectives and goals for the team and enable the team to deliver and use operating mechanisms to continually assess progress and improve.
• Develop a culture of strong collaboration and effective team working.
• Encourage knowledge transfer through the implementation of a knowledge transfer plans and drive continuous improvement philosophy.
• Promote an ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.

Key Deliverables

• Communication and Awareness Campaigns
• Service Excellence Standards Reporting and Dashboards
• Vendor Strategy and Playbook

Role Dependencies

• Understanding of business operations strategic objectives
• Ensuring quality is achieved in the implementation of systems where limited time for delivery is allocated.
• Understanding of financial performance environment characterised by slower revenue and profitability growth in voice.
• Understanding of a technology environment that experiences rapid transformation and improvements required across the business.

Qualifications

Education:

• Minimum 4-year degree in BCom (Risk Management), Accounting or related
• Post Graduate Qualification – ISO (risk management, quality, services management and related) MBA/CA (SA) advantageous

Experience:

• At least 7 years of experience in a complex, technology-oriented industry
• At least 4 years of RAFM operational and domain experience is essential
• Business partnering or service management experience required
• Deep understanding of risk management or auditing principles
• Solid telecoms systems, architecture and technology experience
• Solid Legal and Regulatory business landscape and context
• Proven track record of people management
• Working experience in a Group company environment
• Deep knowledge of control frameworks, best practices, and service excellence methodologies at a Group Centre of Excellence level. The focus is on deep.
• Experience in managing activities in a cross-functional business environment. Ability to navigate complex, dynamic, and multi-geographic environments, balancing strategic direction with real-world execution challenges