About The Role

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 and ISP industry
Total customer experience for MTN brand
Constantly changing consumer and market needs
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

Key Tasks

Input into Operational Planning

Provide input into operational and promotional planning which will ensure revenue growth within an allocated portfolio of accounts.
Monitor growth opportunities through competitor activity scanning and feedback to business on such opportunities for further development.
Recommend ways to exploit new opportunities to grow the business further
Provide input into the fine tuning of processes, systems and support in line with changing work practices.

Account Management

Maintain a thorough knowledge of commercial terms of agreements and manage and grow commercial relationships within assigned portfolio of accounts.
Carry out commercial relationship obligations (or assist into) within allocated portfolio of accounts, after commercial agreements are concluded.
Assist with the management and maintenance of account and promotional plans for an assigned portfolio of accounts.
Provide assistance with the end-to-end management of sub-portions of the RSM’s accounts under the RSM’s supervision.
Manage one or more allocated accounts in line with regional / channel strategy and macro-plans as defined by the channel / sub-channel / regional managers.
Resolve escalated issues or escalate as appropriate.
Implement innovative promotional activities in line with Marketing and channel objectives, requirements and guidelines.
Increase MTN’s Brand presence continuously by increasing MTN influence within the allocated portfolio of accounts.
Provide input into the forecasting of acquisition numbers, retention numbers and stock required for the allocated portfolio of accounts.
Liaise with relevant areas to ensure delivery of SLA for the assigned portfolio of accounts (e.g. supply chain, billing, etc).
Support in the identification of P&S information and training requirements for staff within allocated portfolio of accounts and liaise with Marketing and Training to ensure provision of effective information and training as required.
Provide regular feedback on competitive threats to MTN business and advice on product/service enhancement requirements.
Provide feedback on MTN’s risk exposure regarding the financial performance of the allocated portfolio of accounts and provide recommendations as appropriate.
Prepare reports on account performance as required.

Customer Service and Satisfaction

Build and maintain solid relationships with all stakeholders.
Provide on-going support to existing accounts and work actively towards creating new profitable revenue streams through new accounts.
Ensure all customer queries are attended to and resolved within agreed SLA’s.
Ensure that customer specifications are met and that the customer is satisfied with the end service and/or product.
Consider the implications of actions to be taken for the customer / the effect of actions on the customer.
Provide advice on the best approach to reach the best results.

Quality Control

Utilize sound practices that comply with best practice, legislation or other regulations / parameters / guidelines.
Maintain quality standards that will enhance the customer experience and cost efficiency.
Work consistently according to standard operating procedures.
Analyse situations and take necessary action to ensure quality is maintained.
Seek feedback from clients/ stakeholders and continuously seeks ways of improving on quality and customer service standards.

Supervisory / Leadership / Managerial Tasks

Adopt a customer centric approach
Build employee relations and collaborative teamwork
Build professionalism, loyalty and commitment to the organization
Communicate actively and effectively resolving any potential conflicts that may arise
Have the self insight and flexibility to adapt to different situations
Live the MTN Brand – change and influence employees behaviour

Competencies

Skills / physical competencies

Planning skills – plan, prioritise, resource allocation and deliver on time
Analytical skills – weighing up the pro’s and con’s; making sense of information
Computer literate
Problem solving skills
Conflict management skills
Communication skills
Negotiation skills
Presentation skills
Ability to meet deadlines
Project management skills
Business acumen
Presentation Skills

Behavioural qualities

Assertive – being tough when necessary without fear or favour
Courage and conviction – challenging the status quo and breaking down silo barriers to performance, and overcoming resistance to change
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
Accuracy and attention to detail
Decisive and action-oriented
Diplomacy and tact
Relationship builder – strong people focus
Operate with integrity (high ethics)
Pressure / stress tolerance
Consultative
Perseverance
Team-orientation
Ability to take initiative and work both in isolation and be a team player
High balanced leadership
Relationship building both internal and external
Integrity
Effective Communicator.
Ability to handle fast pace and rapid change in a consultative manner

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

Achievement of sales, retention, customer development and revenue targets for the assigned accounts
Accurate forecasting of acquisition numbers, retention numbers and stock required within assigned accounts
Customer satisfaction index
CMAT targets
Achievement of customer and internal KPA’s
Timely reporting and the accuracy thereof
Implementation of operational and promotional plans

Minimum Requirements

Education

Minimum of 3 year Degree / Diploma in Commerce ( Sales / Financial /Marketing / Communication) or related

Experience

At least 3 years of experience in the telecoms industry
Experience in Account Management is essential, preferably in fast moving industry
ICT Experience (GSM) is preferable
Minimum of 3 years’ experience in a area of specialisation; with experience in supervising others
Experience working in a medium organization