The Manager CVM Capabilities is responsible for supporting the senior management in the identification and management of capability and technology roadmap on behalf of CVM. He/ she will oversee the initiation and management of customer value management projects including the design and documentation of all CVM PPP’s.
 Responsibilities

Context: 
Create and implement a customer base management Capabilities for prepaid, postpaid, Digital and MFS business. This role is inherently cross-functional and highly visible, working closely with technology, business, analytics & Operation team.

Key Performance Areas: 
Delivery
           -Coordinate CVM resources, internal resources and third parties/vendors for the flawless execution of projects
           -Participate in all CVM and commercial projects to ensure they are delivered on-time, within scope and budget
           -Contribute towards developing CVM project scopes and objectives, involving all relevant stakeholders and ensuring technical feasibility
           -Coordinate resource availability and allocation – both from the CVM team and from other business units
           -Develop detailed CVM project plans to plan, manage and track progress
           -Use appropriate verification techniques to manage changes in CVM project scope, schedule and costs 
           -Measure CVM project performance using appropriate systems, tools and techniques
           -Perform risk management to minimise CVM project risks
           -Create and maintain comprehensive project documentation

Operational Initiatives
           -Collaborate with the IT department to verify the integrity of data and data quality management initiatives
           -Manage issues/problems identified by BICC 
           -Adopt POPI Act to ensure compliance to relevant legislation
           -Manage the relationship with CVM as key internal customer, internal business units and all other relevant stakeholders

Reporting
-Present weekly/monthly reporting packs (including appropriate commentaries and analyses) for the projects/initiatives
-Ensure that all material variances from the plan are reported, followed up and resolved
-Develop new periodic report applications and all necessary reports to help business make decisions
-Provide input and identify opportunities to improve data integrity and usefulness for effective management reporting and project management

Escalations
-Escalate complex issues that have impact on critical path of service delivery to Senior Management
-Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
-Contribute towards generating solutions to issues that require formal resolution

Supervisory / Leadership / Managerial Complexity:  

-Build and manage a high performing team by providing leadership, role clarity, training and career development
-Provide definition of roles, responsibilities, in dividual goals and performance objectives for the team
-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
Role Complexity:
Financial (limits/mandates etc.)

Non-financial (customers/staff etc.)
o    Team of 2-3 resources
o    External vendor/partner management
o    Cross-functional stakeholder management – support from other functions (specifically but not limited to Product Marketing, Finance and Technology)
Lateral Dimensions:

Creativities (improvement/innovation inherent)  
o    Share opportunities and possibilities to improve processes, technology, quality, customer service and increase profitability
o    Suggests concrete ways to improve productivity, and improve resource utilisation
o    Strive to automate processes and procedures wherever possible
o    Apply market research in an optimal way to continually improve processes and procedures
o    Communicate research results and recommendations to the relevant areas of the business to build a competitive advantage
o    Recommend creative and innovative solutions to enhance MTN performance
o    Establish sound relationships with service providers and vendors and business segments
o    Encourage continuous service improvement
o    Implement cost-saving activities
Vulnerabilities (control span) 
o    Business expectations vs. the delivery reality
o    Data integrity
o    Poor customer service will impact negatively on revenues
o    Speed to market
o    Limited resources
o    Evolution of technology
o    Legislative changes
o    Reliance on the stability and availability of systems
o    Non-achievement of turnaround times
o    Inappropriate processes resulting in delayed service to clients
 

Collaboration:  
Responsibility towards:  

Non-financial (customers/staff etc.)
o    Team of 2-3 resources
o    Cross-functional stakeholder management – support from other functions (specifically but not limited to Product Marketing, Brand & Communications, Finance and Technology)
o    >25 million prepaid customers
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

o    Strategic input to the team
o    Dissemination of information
o    Monitoring of compliance, performance and efficiency
o    Budget compliance
o    Resource allocation
o    System, process and procedure fine-tuning and development to achieve business objectives
o    Decision-making that is effective and responsible for profit and customer and business sustainability and growth
o    Customer relations, and engagement with stakeholders on GM level
o    Customer networking issues and GM level communications
o    Make decisions to drive immediate response times
o    Use information to drive in-built excellence
Authorities:
As per delegation of authority

Minimum Requirements -.
Education:
•    Bachelor’s Degree in Business/ Commercial/Marketing or equivalent qualification
•    Honours Degree (advantageous)
 

Global Experience Standards (10)
o    Min 8-10 years of relevant work experience 
o    Fluent in English & Other South African languages
o    Experience in CVM methodology, principles, capabilities, and techniques.
o    Prior experience of mobile industry 
o    Experience with research- and analytics-driven quantitative pricing techniques (e.g. choice modelling) 
 

Competencies
Head – Big Picture Focus (20)
o    Strategy Implementers – Ensures execution of strategies through creating and implementing tactical plans for others to follow
o    Decisive Problem Solver –  Has the mental agility to identify business challenges and explore effective solutions through effective influencing
o    Best Practice Value Creator – Encourages commercial innovation and continuous improvement for systems, processes, products and service offerings
Heart – Emotionally Intelligent (30)
o    Culture and Change Champion –  Role models ethical practices by living the MTN values and vital behaviours for others to follow
o    Guiding People Manager –  Is self-aware and guides team capability development through opportunity creation for realising potential
o    Relationship Builder –  Builds relationships across the business in order to influence decision-makers and build team credibility
 

Hands – Results Focused (40)
o    Results Achiever –  Produces sustainable divisional results through ethical practices
o    Operationally Astute – Sets priorities, plans, organizes and co-ordinates the work of others    
 

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)
o    Flexible working hours
o    Flexibility to travel (local / international)
o    Attending functions after hours
o    Constant pressure to meet extremely tight deadlines
o    Working in a dynamic and busy open plan environment
 

KPA Quality Standards
1.    Total net incremental prepaid base management revenues (absolute value as well as % of Service Revenue)
2.    Campaigns & Initiatives ROI (Revenue generated from tariff x-sell and up-sell as % of service revenue, Revenue dilution saved as % of service revenue, etc.)
3.    % product penetration (% of customers with >2 products/services)
4.    % of smartphones with data bundles attached
5.    % of inbound customers with revenue/margin improvements 
6.     # and % of active prepaid base
7.    # of customers saved through retention campaigns 
8.    % of base on loyalty programmes and/or targeted with retention campaigns