RESPONSIBILITIES
Tactical Planning and Implementation
•Participate as part of planning teams to plan future direction of MTN SA’s Internal Communications and Engagement strategy in line with the overarching business goals.
•Support development and implementation of strategy and roadmap for internal communication, aligned to MTN Group’s vision and strategy
•Participate as part of planning teams to plan future direction of Internal Communications and Engagement
Internal Communications and Engagement Delivery
•Create segmented and personalised communication through internal profiling and segmentation techniques, targeted/preferred channels, content toolkits, use of specific multi-modal mediums (digital/visual aids/posters/screens/apps etc.)
•Create content and design for publications, announcements, newsletters etc. across various digital/electronic channels.
•Collaborate with the design team to deliver concepts and ideas for creative campaigns, big and small
•Support the management of traffic for design requests
•Proactively generate, write, proof-read, and edit editorial content to be used on all MTN SA communication channels
•Utilise emerging communication technologies / digital visual aids / mobile and social media platforms to enhance the usage, viewership, adoption, and overall impact of internal communications
•Support implementation of internal communications projects across Opcos, in conjunction with Regional Business Partnering Colleagues
•Assist in developing global feedback mechanisms and channels to report on communications effectiveness
•Provide administrative and coordination support required across internal communications and engagement activities e.g. for roll out of surveys to assess impact of internal communications
•Develop and assist HR Teams in creating high impact communication for corporate programmes, project implementation and change management initiatives
•Plan and conduct internal communication research and analysis of employees reviews and benchmark on internal campaigns and measure success of campaigns
•Interface with several internal and external parties to ensure that initiatives are successfully delivered to market. Maintain brand integrity and consistency in all channels by working with service providers and agencies
•Ensure alignment and consistency in communication and messaging with the guidelines by the External Communication and Brand and Marketing team
•Identify and prepare relevant information and data for reporting purposes, co-ordinate weekly and monthly reports for the Brand Team
•Make logical deductions and draw conclusions that can be motivated
Customer Satisfaction
•Align service delivery to changing needs of the organisation
•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 within the organisation
Identify trends and patterns pertaining to customer requests and needs to continually improve all aspects of service delivery
Budget and Cost Control
•Provide input into the forecasting, planning, development and review of the budget
•Control costs through the choice of lower cost options or more effective processes and procedures
••Ensure spending remains within budget limits
••Identify areas where money is lost and seek ways to reduce expenditure where possible
Governance, Policies and Procedures
•Ensure that all communication and employee engagement is in compliance with Group Standards, relevant labour laws, regulations, and ethical standards.
•Monitor and ensure all internal communication is culturally sensitive, creative, of the highest quality, is compelling and aligns with the values of MTN
•Ensure effective implementation of (and compliance towards) company policies, processes, and procedures. Put effective methods and standards in place in alignment with aforementioned
•Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
•Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity
Continuous Improvement
•Participate in regular brainstorming sessions to generate creative ideas for communication campaigns and initiatives
•Research and keep abreast of new innovations , identify and share leading practices, concepts and benchmarks on a continual basis
•Drive best practice, continuous improvement and innovation at process and procedure level
•Identify and exploit new opportunities to grow the business further
People & Culture Management
•Enable and model healthy employee relations and collaborative teamwork. Coach and guide colleagues where required
•Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
•Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning and research
•Identify own as well as functional training needs
•Act as an ambassador for the HR team by living the Brand values and vital behaviours and changing and influencing employees’ behaviour
•Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice
QUALIFICATIONS
Education
•Minimum of 3 year tertiary degree (specialisation in Communications/Commerce/ Management/Human Resources/Behavioural Sciences/as appropriate)
•Relevant certification / accreditation / membership with professional body for Internal Business Communication, design and branding, employee engagement etc. (advantageous)
Experience
Minimum 2 years’ experience including:•Work across diverse cultures and geographies
•Experience in communications/branding and employee engagements
•Worked across diverse cultures and geographies advantageous
•Experience working in a small to medium organization
•Telecommunications industry experience
•Experience in Employee engagement initiatives
•Track record of conceptualisation and delivery of internal campaigns.
•Management of internal communication platforms
