Key Job Responsibilities
- Drive agent network Strategy
- Drive and ensure agent management structure & strategy
- Merchant recruitment processes, structure & strategy
- Merchant management processes, structure & strategy
- Distribution in the regions (trade development representatives) and in MTN SA’s service centers
- Drive field activation
- Systems for recruiting agents, processing applications, and training new agents
- Efficient use of analytics to boost performances
- Ensure float requirements are correctly set and maintained.
- Trade marketing support:
- Agent branding and merchandising
- Merchant branding and merchandising
- Customer education and protection role
- Audit all activities end-to-end are performed adequately and according to the rules (trade audit)
- Trade marketing support
- Training
Strategy Development and Implementation
- Deliver business goals set by EXCO and in accordance with overall OpCo strategy
- Ensure and drive the development of Financial Services in general and Mobile Money in particular follows strategic growth plan, with the provision of a clear direction and structure
- Expand and manage the distribution and merchant network
- Put on the market products and services of the highest quality, as soon as possible
Staff Leadership and Management
- Source, induct and nurture talent in accordance with MTN guidelines
- Ensure open communication channels with staff and implement change management interventions where necessary
- Provide definition of roles, responsibilities, individual goals and performance objectives for the team
- Set ‘SMART’ KPIs and provide regular performance feedback through a well-defined and implemented performance review program
- Develop and implement a training plan in order to build and develop skills within the team
- Drive performance management in accordance with HR policy and legislation
- Drive leadership and skills development of the team
- Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance
Governance
Adhoc, Operational and Tactical Meeting
- Set up / participate in adhoc and operational meetings
- Participate and provide input into tactical meetings
- Ensure regulations are always complied with, through strict respect of rules set up by regulators
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
Opco Operational
- Set up and manage project status meetings; manage budgets
- Ensure Financial Services Sales and Channels business processes are implemented and used efficiently
- Work closely and effectively with GSM’s Sales and Distribution to improve distribution performances
Performance
- Review and evaluate performance of own staff against agreed KPIs
- Assess and monitor plan for continuous improvement
- Review performance of distribution management agencies against agreed KPIs
- Review SLAs
Reporting
- Report on a regular basis to the Head of Financial Services about progress made and potential issues, all in accordance with the measurement metrics set by the OpCo
- Develop and produce daily, weekly, monthly, quarterly and annual reports as and when required
- Report on an adhoc basis on specific management requirements as and when necessary
- Track daily performances and achievements against targets and KPIs. Report to top management and team to improve strategy implementation
Budgets
- Manage Financial Services Sales and Channels budget in line with business objectives
- Make sure to operate within budget and that operations are cost-effective, in line with a least cost operating strategy
- Develop business case and motivate for additional budget and resources when required
QUALIFICATIONS
Education / Business Degree
- 4 years degree in Business or related field / MBA advantageous
- Proof of continuing education through courses, personal development and seminars desirable
- Fluent in English
Work Experience
- Minimum of five 5 to 8 years’ Distribution Management experience (with a proven track record and attention to detail) in relevant industries (Mobile Money distribution, FMCG, GSM distribution…)
- Minimum of 3 years’ experience continuously managing a distribution-oriented team towards success in relevant industries (Mobile Money distribution, FMCG, …)
- Demonstrated commitment to getting the job done
- Strong operational experience in field visit to understand the day-to-day growth of the network
- Strong experience in expending and managing the distribution of a mass market product or service
- Demonstrated experience in building a distribution network from the start and managing its expansion
- Worked across diverse cultures and geographies advantageous
- Strong experience in customer data a big plus