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Job Description

To provide a clear strategic direction and vision, ensuring brand development and revenue generation from new/existing products, financial viability and sustainability as well as evolving Cameroon’s leading customer service organization through consistent focus on activities and behaviors which influence a positive customer experience and overall improvement of business performance.

Responsibilities

Key Performance Areas

Staff Leadership and Management
Coach and mentor direct reports to ensure staff motivation is high to achieve high performance areas.
Ensure skill transfer for staff development, motivation and business continuity.
Guide and direct suppliers and third parties in achieving Opco objectives.
Identify staff training and development needs and implement necessary actions.
Manage team (including recruitment, on-boarding, attrition).
Set goals and objectives for direct reports, monitor progress and maintain motivation.
Set up appropriate structure to meet departmental management objectives.
Provide an advisory function on governance and best practices in client.

Governance: Adhoc, Strategic and Operational Meetings
Set up / participate in adhoc and operational meetings.
Participate and provide inputs in tactical meetings.
Report at process and functional level.
Review and identify key risks, issues and dependencies and set mitigation actions.

Manage budgets
Sign-off / make decisions regarding operational changes.

Escalations
Manage and resolve escalations that have impact on critical path of service delivery.
Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved.
Manage and provide solutions to issues that require formal resolution.

Performance
Ensure effective execution of day to day operations and resolve operational issues.
Review team performance against agreed KPIs and their compliance to SLAs and reverse SLAs.
Review and monitor plan for continuous improvement through leading practice initiatives.

Reporting
Reporting in accordance with the measurement metrics set by the organisation.
Report on an adhoc basis on specific management requirements as and when necessary.

Qualifications

Education / Business Degree
University Degree in Marketing, Sales, Strategy and any relevant.
Possession of an MBA/ Masters will be advantageous.
Fluent in English and language of country preferable.

Work Experience Minimum 10 years’ experience including:
5 years leadership experience heading the Marketing function of a large organization/ FMCG.
At least 3 years’ experience in relevant sector/ industry.
Experience working in a global/multinational enterprise with a good understanding of emerging markets.
Worked across diverse cultures and geographies.
Proven track record of a start-up, shut-down and/or business improvement project.

Training
Strategic & General management

About Us

We are a purpose and value-led organization.

At MTN, we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life.

Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers and stakeholders with a vision to realise our shared goals.

As part of MTN’s recruitment process, your personal information may be processed using secure Artificial Intelligence (AI) technology to assist with the shortlisting of candidates. This is done in compliance with the Protection of Personal Information Act (POPIA). By applying for this position, you consent to the processing of your personal information for recruitment purposes. All data will be handled securely and used solely for evaluating suitability for the role.

We are delighted that you are considering us as your career partner to make a mark in the world. We look forward to your application!

Thank you.

About the Team

The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key roles that the Human Resources team performs:

Executive Role: Specialists in all aspects of people management. High-level input at a strategic level into all key business decisions.
Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.
Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through the implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.
Consultancy Role: Provide expert advice to the organization and it’s managers on any aspect of workforce management and employee relations and performance.
Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.