Supervisor – Senior Store Supervisor.Commercial Operations SA needed at MTN

Responsibilities

Mission/ Core purpose of the Job:  (Short description)

• To drive the implementation of the Branded Retail Channel Regional Sales and Service strategy within POS Owned Shops, maximising MTN’s growth, profitability and market share in alignment with overall business strategy.
• To manage the delivery of the POS Shops sales and service action plans and the implementation of controls and standards for optimum performance and alignment strategy, via the management of  Owned Stores Supervisors (OSS) 
• To ensure that frameworks and strategies are in place for effective management of Owned Stores

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 industry
• Total customer experience for MTN brand
• Constantly changing consumer and market needs
• Fast paced environment
• 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)
• 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.
• Input into Operational Planning
• Define and manage the implementation of the Owned Stores, within MTN policies, standards and framework. 
• Provide input into the long-term plan (3 – 5 years) for the MTN Own Shops in the region
• Research and consider best practice, local conditions, trends, as well as competitor activity
• Contribute towards continuous improvement and innovation at process and procedure level
• Input into identifying ways to fine tune systems and methods of service and product delivery in line with changing work practices
• Recommend ways to exploit new opportunities to grow the business further
• Provide input into reviewing organisational activities that impact on Owned Stores and assisting in recommending corrective actions if necessary.

Internal processes

• Drive implementation of MTN policies, processes and systems at POS level, ensuring compliance with the set operational framework and monitor the execution thereof, making recommendations for corrective actions where necessary
• Identify and facilitate improvement opportunities and initiatives at system, process and procedural level to drive optimal and efficient sales and service levels
• Ensure that systems and controls are in place for optimal stock management and accurate forecasting at the shops assigned
• Ensure effective methods and standards are in place for delivery of customer experience as defined by MTN SA
• Identify, resolve or escalate business risks accordingly
• Alert stakeholders to potential regional opportunities and risks relating to MTN SA
• Own Store Supervision and Sales Growth
• Coordinate and manage the activities of Owned Store Supervisor’s in the assigned area region to ensure effective and efficient delivery of the Branded Retail Channel
• Channels Regional strategy, action plans and required customer experience
• Drive and ensure execution of initiatives and activities consecrated in the own shops regional action plan in the allocated regional area, adopting corrective action where applicable
• Ensure and facilitate implementation of promotional plans and materials as defined by MTN SA
• Manage and maintain account plans and targets for the assigned POSs
• Pursue opportunities to increase sales in the shops within the regional area scope
• Determine and drive implementation of the best methods to reach sales, revenue and churn targets as defined for the assigned regional area, following strategic, channel and regional guidelines
• Ensure that assigned stores’ management understand objectives and targets and are able to achieve required service levels
• Permanently monitor the marketplace and proactively liaise with Regional Manager to adapt plans when relevant
• Conduct and assist in the relevant analysis of market knowledge, trends and competitive information, escalating information to the business as required
• Provide input into forecasting of devices / P&S needs for the area and liaise with relevant areas to ensure availability
• Manage obsolescence in the POSs in the assigned area, ensuring sell through of product and stock
• Liaise with Regional Managers or other relevant areas to ensure effective POS materials availability
• Identify training needs and liaise with Regional Managers, Sales Operations Team Leads, Customer Representatives or other relevant areas to ensure sales teams are trained and skilled to engage with customers and provision of effective sales and service argumentation and tools.
• Propose innovative promotions for the assigned shops to ensure fulfilment of channel regional objectives
• Resolve issues/ queries and liaise with relevant areas within MTN to escalate issues/ queries, monitoring / resolving / escalating channel conflicts that arise.
• Budget Management and Cost Control
• Provide input into the forecasting, planning, development and review of the budget for the assigned points of sale ensuring that it provides MTN with return on investment
• Communicate, monitor and control the annual budgets for the assigned points of sale, assisting to ensure optimal budget management and attainment of targets and reporting as necessary
• Control the financial planning and performance of the assigned shops, including forecasting, planning and managing cost of sales, to ensure compliance with budget
• Ensure effective cash management and efficient use of financial resources
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios
• Identify opportunities to generate additional revenue and minimise costs
• Report on achievement of monthly targets

Customer Satisfaction

• Establish and build relationships with all relevant stakeholders
• Align service delivery to changing market segments
• Understand customer needs and develop and fine-tune systems accordingly
• Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
• Put contingency plans in place to prevent delays and enhance the customer experience 
• Adopt a proactive approach to prevent problems from arising in the future
• Initiate change to continually improve all aspects of service delivery
• Drive continuous improvement as an important element of service delivery
• Deliver measurable results

Reporting

• Report on results for the assigned area (activity, budget compliance and customer/ stakeholders feedback) to the Regional Manager
• Ensure ongoing communication to critical stakeholders
• Supervisory / Leadership / Managerial Tasks:  Refers to the responsibilities for directing, guiding, motivating  and influencing others.
• Manage and coordinate the activities of the Owned Store Supervisor’s
• Administer and control available resources to achieve POS goals and objectives
• Ensure staff satisfaction in POS Owned Shops
• Communicate goals clearly and facilitate achievement thereof
• Manage and motivate team to achieve agreed goals and targets
• Set boundaries within which direct reports will operate and clarify roles to match the level of expertise and results required
• Communicate actively and effectively resolving any potential conflicts that may arise
• Evaluate and assess people performance
• Build and enforce a customer centric approach
• Build and maintain collaborative teamwork
• Coach, guide and motivate team/ staff
• Build professionalism, loyalty and commitment to the organization
• Have the self insight and flexibility to adapt to different situations
• Live the MTN Brand – change and influence employees behavior
• Manage diversity and EE
• Role Dependencies:  Does not refer to the various “roles” that the incumbent has to assume in the conducting of the duties. Instead, this would be additional complexity that should not be inherent in this job, but the incumbent has responsibility for. Example HR Managers having to manage an IT function.
• Provide specialist advice to ad hoc projects and external initiatives as required. 
• Initiate and participate in projects as required
• Cross functional integration between departments

Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

• Creativities (improvement/innovation inherent)  Indicates the potential for improvement and / or innovation inherent in a position.
• Proactive communication regarding operations and strategy elements
• Proactive research and speedy communication of results and recommendations to the relevant areas to build a competitive advantage
• Recommend innovative solutions to enhance MTN performance
• Make continuous improvements at system, process and procedure level in alignment with planning and financial Strategy
• Identify innovative ways to use minimum resources to achieve maximum outputs
• Proactively seek information on market conditions and consumer behaviour, particularly outside Branded Channel which may impact on the unit 
• Implement cost-saving activities
• Network extensively and establish sound relationships with all stakeholders including external service providers
• Proactively encourage and maintain executive relationships
• Manage business intelligence to identify trends and risks for MTN
• Build brand credibility
• Structure and build key customer insight, and communicate this to the business via vertical strategy documents

Vulnerabilities (control span) Refers to the latent difficulties, or things that could potentially go wrong that affect a specific position.Such vulnerabilities may / may not be under the control of the incumbent. Direct implication or first level of impact.

• Business expectations vs. the delivery reality
• Ineffective cost control affecting profitability of POS Own Shops
• Poor customer service will impact negatively on revenue
• Evolution of technology
• Inappropriate processes resulting in delayed service to customers
• Non-achievement of turnaround times
• Staff performance issues
• Incoming resources allocated incorrectly within segments

Collaboration:  Refers to formal and informal relationships

• Responsibility towards:  who are they and what do they receive from the incumbent.
• Direct reports:  Owned Stores Supervisor
• Matrix reports: Branded Retail Regional Manager
• Key customers: Internal departments, Banks and Insurance companies 
• Key suppliers:  credit vetting, banks, risk management, other areas within branded channel, CFO, trade partners, training
• Relations:  other regions

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.

• Independent thought and Judgment: Relates to the decision-making constraints place upon a position or conversely, the degree of freedom in decision-making.
• Improve and adapt products and services to the operational and regional needs
• Innovative approach to the implementation of channel strategy in Region
• Identify new accounts that are profitable and sustainable
• Negotiation of service provision to regional reseller accounts within approved rates and parameters
• Setting objectives and targets for the department 
• Dissemination of information
• Customer retention  through customer contracts 
• Make retention-based judgement calls
• Team motivation
• Budget compliance

Authorities:  Financial and other decision making authorities, e.g. engaging contracts with suppliers.

• As per delegation authority

Minimum Requirements  – minimum necessary, and not the ideal / preferred should be included.

Education:

• Diploma / relevant tertiary education (Sales and Marketing related)

Experience:

• At least 2-3 years of experience in the telecoms industry in a commercial environment
• At least 1-2 years of leadership experience in similar positions, in fast-moving industries
• Sales / customer service experience 
• Some supervisory / management experience would be preferable

Training:

• Products and Services
• Systems training
• Computer literacy

Competencies

Knowledge:

• A broad understanding of the MTN business
• An good understanding of sales and customer service processes
• An understanding of basic finance terminology and processes (e.g. budget, expenditure, investment, loan, cash-flow, working capital,
• Forecasting, variance analysis, cost)
• Knowledge of current and relevant legislation and regulations
• In-depth knowledge of the following MTN products and services

Skills / physical competencies:

• Planning skills – plan, prioritise, resource allocation and deliver on time
• Technical / professional excellence
• Relationship building
• Analytical skills – weighing up the pro’s and con’s; making sense of information
• Ability to control and direct to maximise performance of others and arrange logistics
• Delegation skills – allocation of tasks and coaching
• Feedback skills
• Computer literate
• Problem solving skills
• Budgeting and cost control skills
• People management skills – managing and monitoring performance
• Conflict management skills
• Communication skills
• Stress management skills
• Time management skills (specifically the ability to prioritise)
• Leadership skills
• Ability to meet deadlines

Supervisory training

• Industrial Relations
• Products and Services
• Systems training

Behavioural qualities:

• Self motivated and self managed
• “Hands-On”
• Responds well under pressure
• Ethical and fair
• Self-managed
• Assertive – being tough when necessary without fear or favour
• Resilience – to repeatedly challenge despite setbacks and resistance
• Proactivity / initiative – to introduce ongoing changes to maximise productivity and influence the future
• Focused and priority driven – staying focused amidst the multiple demands and expectations
• Innovative
• Customer centricity
• Highly driven and motivated individual, with strong personal presence, integrity and resilience
• Decisive
• Action-oriented
• Diplomacy and tact
• Relationship builder – strong people focus
• Operate with integrity (high ethics)
• Pressure tolerance
• Consultative 
• Perseverance 
• Team-orientation

General working conditions/ Inherent requirements/ Tools of trade (e.g. shift work, drivers license (code), vehicle (make) specific tools (e.g. dial in facility, special cell phone, etc), special clothing, environmental requirements, etc.)

• Please be specific when listing conditions, requirements, tools of trade and use of motor vehicle/ travel allowances.
• Flexible working hours
• Pressurized deadline driven environment
• Work directly with customers 

KPA Quality Standards/ Measures (KPI’S for job)

• Targets and objectives met for POSs in the region
• Implementation of processes and procedures
• Efficient cost control
• Communication is proactive and appropriately channelled to all stakeholders
• Expenditure within budget
• Quality of sales intelligence
• Quality of reports
• Timely reporting and the accuracy thereof
• Employee satisfaction index
• Customer satisfaction index
• CMAT targets
• Team motivation CMAT targets

Apply Before 11/10/2025