Manager- TCOE Customer Project Management ICT COE

Gauteng, Full Time Deadline: Not specified


To continuously improve the processes and operations that allow the Client Services teams to deliver MTN Business solutions and products to clients in line with the target costs, KPIs and defined SLAs This role will also be responsible for continuously improving the cost-to-serve and cost-to-assure though demand analysis, vendor performance analysis and process optimization. The role will be responsible for on-boarding fixed and mobile clients, managing credit risk and ensuring quality controls are in place across all processes whilst adhering to regulatory and financial regulatory requirements,

Task Complexity:
Operational Planning

Working with client operations teams (project managers and engineers), process and system owners, solution vendors and Product teams,
Responsible for analysing existing tools, processes, people and vendors to ensure the optimal capabilities in MTN are available to meet the desired SLAs and target cost-to-install.
Give input into implementation and co-ordinate solutions with vendors and internal training material and/or overview presentations.
Work closely with the process owners to ensure any potential solutions are given the correct priority.
Responsible for ensuring that any solution provided adheres to compliance of corporate Risk and Compliance requirements.
Required to manage multiple Business implementations at any one time whilst ensuring deadlines are adhered to.
Consider the current, medium and long term (1-2 years) implications of decisions/outcome from vetting operations.
Plan and conduct review of the credit extended to customers in periodic intervals

Service installation and solution implementation

Ensure correct Project management methodology and processes are adhered to (incl. training)
Ensure correct Vendor delivery processes are in place
Responsible for Service inventory forecasts

Optimize the cost effectiveness of the planning function:

Revise the processes related to Project Management, Pre-sales-to-Order Entry and implementation management
Ensure projects are delivered timeously and according to forecasted costing.
Review processes and changes needed into system

Drive defined profitable Growth

Ensure all customer projects are completed within agreed time, cost and quality objectives
Drive client retention through effective service delivery
Ensure delivery against agreed SLAs
Set up internal and external tracking and monitoring of service, quality, cost control and timeliness and reporting on all KPIs

Operational Readiness/Support

Oversee the creation and ongoing execution of the operational readiness checklist and assessment, leading and coordinating the work of project leaders across all organizations preparing for each go-live. The scope of this work includes integration with testing, cutover, contingency execution, go-live decision assessment and overall operational readiness evaluation.
Ensure that operational readiness scope is in alignment with the strategic direction of Company.
Develop the Operational Readiness Framework and Methodology in alignment with Company Program Plan.
Develop a detailed implementation plan of the Operational Readiness development, testing and execution in alignment with the Company Program.
Monitoring project risks and execution of contingencies as they are initiated.
Work closely with up to eight independent functions / departments to develop and evaluate operational readiness.
Develop metrics and measures to feed to overall project go-live readiness decision.
Establish a list of measureable critical success factors for the Operational Readiness execution.
Manage the resources associated with this investment against ROI.
Coordinate the milestones and priorities of project teams within all phases of the program lifecycle.
Design, develop and execute the central overall Operational Readiness Checklist.
Manage and report on the project schedule, including updating of the project plan.

Ensuring a culture of Operational Excellence

Ensure accurate and timely business and performance reporting process
Ensure appropriate business predictability across all client projects
Ensure the right client service organisation structure to enable better client experience
Ensure the right client service processes and procedures across the business
Ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
Continuously develop and recommend client service models to align the business performance
Ensure that a process is in place for seamless handover between all divisions and client service
Ensure effective vetting operations systems and process aligned to corporate service level targets for all business channel’s customers
Define predictive models to assess probability of default and measure propensity for payment for the applicable channels
Design and Implementation and management of effective scorecard for all SME and business customers which is in line with overall MTN RA strategy for business operations.
Develop and produce a Risk Matrix on existing customers and review guarantee requirements at consistent periodic intervals.
Quality assurance of CNSA’s, ensuring discount structures; connection incentives and guarantees are in accordance with Sales proposals.
Provide necessary operational support to the business channels in preparation and finalization of Tender documents.
Develop and implement proper control mechanisms for handling and maintenance of retained customer resources (i.e. Guarantee, CI etc) and ensure that they are in line with company guidelines.

Ensuring appropriate Governance and Control measures

Strictly follow and ensure team compliance of relevant policies and procedures
Ensure effective SLA strategies are in place to support the business
Implement proper controls and processes to minimise revenue leakage
Ensure proper project controls are in place to manage financial and operational risks across the business
Appropriate implementation of DoA
Continuous improvement of efficiency and effectiveness of vetting operations.

Process Management

Responsible for leading and driving a consistent Quality and Process message with an emphasis on continual improvement.
Understand the ITSM landscape of the Customer (internal) and understand In-scope ITIL / eTOM processes to be designed and implemented
Provide ITIL and eTom best practice consulting at a strategic, design, and operational level for the Customer’s environment
Understand the specific Process requirements of the Customer and gather the required inputs on Customer’s people, practices and processes, Organization structure, ITIL Tools in-use, as-is process, details on current Vendors

Quality Compliance

Manage quality compliance by identifying quality requirements; disseminating standards, policies, and procedures; analyzing audits and other quality data; recommending and implementing process improvement plans.
Must understand data-collection analytics, problem solving, and metric reporting to build a sustainable quality process
Identify best practices and optimize the use of quality tools to provide superior quality.

Project Management

Develop and drive the execution of agreed projects
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model
Risk and issue management

Business Analysis

Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs

Supervisory / Leadership / Managerial Complexity:

Deploy and redeploy resources to get the work done
Build and enforce a customer centric approach
Employee relations and collaborative teamwork
Build professionalism, loyalty and commitment to the organization
Communicate actively and effectively resolving any potential conflicts that may arise
Display insight into leadership style and how it impacts on performance positively and negatively
Have the self insight and flexibility to adapt to different situations
Manage boundaries that separate units in order to optimise workflow
Living the MTN Brand – changing and influence employees behaviour
Lead, develop and coach the Client Service team
Manage a team in covering all fulfilment and order management tasks.
Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
Make MTN business Client Service environment the best place to work
Improve the employee engagement through the GCA
Ensure the attraction, development and retention of Client Service and Project Management talent
Build a professional and differentiated Client Service team
Ensure a culture of continuous evaluation and improvement
Drive a culture of high performance, accountability and consequence management

Role Dependencies:

Willingness to contribute and add value across other business segments
Work closely with IS in ensuring platform integration
Work closely with Billing department to ensure project implementation results in close out and correct billing
Work closely with Distribution to ensure adequate stock levels
Contact Centre collaboration to ensure SLA’s between departments, where applicable, are met.


Relevant 3 Year Degree/ Diploma in Commerce, Project Management or IT (e.g. B Comm/BSc/National Diploma/BTech)


Minimum 5 Years Operational experience (in Marketing/ Retail/ Call Centre/ Commercial)
At least 5 years’ experience in leading retail and service operations in the ICT, mobile and/or in retail-intensive B2B/ B2C industries
A strong demonstrable background in developing and executing exceptional customer service strategies.
Minimum of 5 years’ experience in area of specialisation; with experience in supervising/managing others and managing 3rd party relationships.
Experience working in a medium to large organization


Products and Services
Systems training
Computer training
Telecommunications markets training – fixed and mobile
Project management
Presentation skills
Communication and Negotiation skills
Regulatory requirements
Business Analysis