Mission/ Core purpose of the Job
The General Manager (GM) Business Line is responsible for end-to-end commercial and strategic objectives across solutions, emphasizing the
importance of speeding up time-to-market, advancing solution maturity, and fostering continuous innovation. This includes the design, build/integrate,
operate and support of platform architecture and solutions with specific focus on Converged solution domains.
This sector plays a crucial role in propelling commercial growth and profitability by ensuring the delivery of high-quality services and enriching the customer
experience. Moreover, the Business Line integrates technical pre-sales and solutioning capabilities to bolster business development efforts.
The GM is responsible for implementing specific methodologies such as agile methodology to create new solutions and improve existing ones by leading
multi-disciplinary teams. Also responsible for overseeing the development and implementation of marketing communication strategies that are aligned with the
business objectives.
Business Lines include Cloud, Cyber Security, UCC, SD-WAN.
Key Activities & Responsibilities
Strategy Development
• Lead the development and execution of end-to-end comprehensive Solutions (UCC, cloud, cybersecurity, and go-to-market strategy in alignment with MTN SA Enterprise and Corporate Strategy to ensure future readiness. This involves overseeing the entire process from conceptualisation to implementation of Capabilities and Solutions, Sales Performance, and Project Delivery.
• Drive the growth strategy and establish sales targets to realise aspirations in alignment with Converged Solutions, guiding the sales team for fixed and converged offerings.
• Direct the execution of annual plans in harmony with the overarching function’s business objectives and strategy. This encompasses establishing common goals and objectives, aligning with Group and MTN SA strategy and vision.
• Ensure the efficient implementation of the strategy within the team and business line by offering guidance and employing cutting-edge methodologies, frameworks, models, and roadmaps.
Financial Management/ Budget and Cost Control
• Formulate and implement financial strategies to bolster the sales objectives of the Solutions business line and manage vendor and IT costs effectively.
• Collaborate closely with the account teams to devise annual budgets and sales targets.
• Oversee budget management, including the profit and loss (P&L) of the Solution business line, by presenting a comprehensive financial forecast with distinct milestones.
• Monitor crucial financial metrics and KPIs to monitor performance, identify areas for enhancement, control costs, and boost revenue.
• Prepare regular financial reports and presentations for senior management and other key stakeholders
Sales Leadership
• Enhance ROI by leveraging innovation and future-proof strategies to offer cutting-edge solutions to customers, fostering repeat business and expanding MTN's market presence.
• Track expenses, implement efficiency-boosting measures, and optimise resource utilisation to enhance cost-effectiveness and maximise returns.
• Identify and assess new business opportunities that fuel expansion, efficiency, and financial success.
• Provide direction and backing for solution development and sales by placing skilled individuals in key roles to ensure seamless budgetary and sales target achievement.
Business Line Operations & Customer Experience
• Spearhead the development of innovative strategies for new solution development and enhancements to existing products (if applicable) and solutions , leveraging agile methodologies to ensure rapid iteration and market responsiveness.
• Champion a culture of innovation within the organisation, encouraging creative thinking, experimentation, and cross-functional collaboration to drive continuous improvement and disruptive innovation.
• Harness the power of data analytics and AI-driven insights to drive GTM strategies, uncover actionable insights, and personalise customer experiences, leading to data-informed decision-making that maximises ROI and customer engagement.
Business Line Operations & Customer Experience Continued
• Lead the marketing team in crafting compelling communication materials and campaigns that not only boost brand image but also foster meaningful customer interactions through personalised and immersive experiences across all touchpoints.
• Develop and implement an integrated marketing communication strategy that ensures consistent messaging and seamless customer experiences across internal and external channels, leveraging cutting-edge technologies such as AI-powered chatbots and personalised content delivery.
• Drive customer satisfaction and loyalty through innovative strategies that anticipate and fulfil customer needs, leveraging predictive analytics, AIdriven personalisation, and proactive engagement to create exceptional customer experiences.
• Design and implement dynamic Service Level Agreements (SLAs) that leverage automation, real-time monitoring, and predictive analytics to exceed client expectations, drive client success, and build long-lasting partnerships based on trust and mutual value creation.
• Utilise NPS ( Net Promoter Score) and CSAT (Customer Satisfaction Score) surverys to measure customer sentiment, identify areas of improvement and drive strategic decision making.
• Foster strategic partnerships with external partners, industry stakeholders, and ecosystem players to co-create innovative solutions, drive synergies,and unlock new revenue streams through collaborative initiatives that push the boundaries of traditional business models • Establish an integrated project management framework that optimises cross-functional collaboration, streamlines processes, and ensures agility in project delivery by leveraging AI-driven project management tools, automation, and real-time performance tracking.
• Stay ahead of emerging market trends, competitive opportunities, and disruptive forces by leveraging advanced market intelligence tools, predictive analytics, and scenario planning to drive strategic decision-making, foster competitive differentiation, and capitalise on market opportunities.
• Foster a culture of continuous learning, adaptability, and agility within the organisation by encouraging experimentation, embracing change, and investing in employee development to stay at the forefront of industry trends and technological advancements.
Governance, Risk and Report ing
• Oversee and mitigate commercial, compliance, operational, legal, and regulatory risks to ensure business continuity for the Solutions business line
• Ensure company policies, processes, and procedures are effectively implemented and complied with, establishing methods and standards in alignment with the above
• Drive the development of policies, procedures, and governance in alignment with MTN centre, addressing any gaps in standard operating procedures (SOPs).
• Establish and maintain efficient service escalation processes regionally and ensure integration with central processes
• Continuously assess key risks, issues, and dependencies, and develop mitigation strategies to minimise potential financial losses within the SEA region
Stakeholder Relations
• Identify and develop strategic relationships with internal clients to enhance collaboration and drive overall CS success
• Establish strong partnerships with senior executives ICT functions, fostering credibility and trust to provide high-quality guidance for internal clients in line with CS objectives.
• Maintain strategic relationships with partners and strategic alliance across the CS value chain
• Act as the Voice of MTN in the regions for strategic engagements with public enterprises, government relations, community, and corporate affairs (PR). Represent MTN in external engagements to enhance the company's reputation and relationships with key stakeholders
Continuous Improvement
• Conduct research to stay updated on new innovations, and consistently identify and disseminate leading practices, concepts, and benchmarks to internal teams.
• Assume a pivotal role in developing thought leadership concerning area-specific trends and industry best practices within the Solution business lines.
• Participate in communities of practices and conferences to facilitate knowledge sharing and positioning of MTN’s intellectual property and employer of choice brand towards the external marketplace
People Culture & Leadership
• Promote a culture of high performance by setting integrated goals and objectives for the Regional team within MTN through continuous evaluation and improvement, accountability and consequence management
• Manage the performance of direct reports by agreeing on annual goals, measuring performance against these goals, and addressing any instances of non-performance.
• Provide supervision, mentoring, and coaching to direct reports to support their professional development
• Manage talent of direct reports, including leading their career development and growth within the organisation
• Collaborate with HR to attract, develop, and retain top talent, as well as identify and nurture new leaders
• Act as an ambassador for the team, embodying the MTN Brand values and vital behaviours to influence and inspire employees' behaviour positively
Job Outcomes / Results
• Solutions business line strategy emanating from CS strategies
• Approved Solutions business line sales plan and targets
• Actual cost vs. Budget
• Service excellence index (NPS/ industry related index)
• Operational excellence
• High performing team measured through Service Level Agreement (SLA)
• Employee retention rate
• Development plans in place for all employees
• Employee engagement index
• Accuracy and timeous reporting
Education, Skills and Experience
Educatio n
• 4-year tertiary qualification in Technology Systems (Telecommunication Management / Information Technology) or related
• MBA / Masters Advantageous
Experience
Minimum 10 -12 years’ experience including:
• Senior Management experience in a commercial/telecommunications environment
• Senior Management track record of 5 years or more; with at least 3 years within the telecommunications environment
• Worked across diverse cultures and geographies
• Proven track record of business operations management in global/multinational company
• Proven track record of successfully launching and managing innovative solutions in a fastpaced environment.
• Proven track record of end-to-end Growth Strategy and P&L Management
• ICT and Network Experience and Knowledge preferred
Skills
• Strategic Thinking
• Business Acumen
• Financial Management
• Customer Success Management
• Decision-making
• Problem-solving
• Consultative Selling
• Influencing and Collaboration
Core Competencies
• Cross-functional leadership
• Strategic Planning and Execution
• Customer Centricity and Strategic Stakeholder Engagement
• Growth Strategy and P&L Management
• Communication
• Financial Acumen
• Critical Thinking and Problem-solving
Supporting Competencies
• Decision Making
• Collaboration
• Project Management Expert
• Adhering to the principles and values
• Influence
