Manager-Revenue Assurance job at MTN Uganda

JOB DETAILS:
Manager-Revenue Assurance

Mission/ Core purpose of the Job
• To improve revenues and profitability through the complete assurance of revenues and minimization of leakage and Fraud
• To provide risk mitigation support ensuring that the opportunity loss, cost and revenue leakage risks, fraud and averted losses are proactively mitigated at the OPCO, thereby reducing residual risk
• To deliver the operations strategy for Revenue Assurance and Fraud Management (RAFM) within MTN Mobile Money Uganda Ltd
• To implement the operations infrastructure for the performance of RAFM controls within MTN RAFM operations
• To support local RAFM operations in executing the incident management process relating to revenue and cost-impacting issues within MTN Mobile Money Uganda Ltd
• To manage overall RAFM operational performance and interfaces to customers (MTN business operations & MTN SSH)
• To manage the MTN RAFM OPCO business planning, budgeting and quarterly forecast process. This includes the setting and managing of resourcing, investment and target approval.
• To plan and support the changing internal control environment, ensuring proactive responses and input to adjacent business, proposition and technical changes within the MTN Mobile Money Uganda operation, in order to ensure the primary and secondary RAFM control framework remains relevant and adequate.
• Engagement with support for and oversight of the primary control owners and their control environment, required to support the Combined Assurance Model for the principal risk of Revenue Leakage.
• Support and comply with Group RAFM reporting standards to ensure risk and performance information is standardized, aligned, and consistent with industry set standards and best practise.
• To facilitate OpCo automation and digital platform solutions for streamlining internal processes (incl. maintaining data quality framework, performance dashboarding and internal process efficiencies)
• Any other duties in Revenue Assurance as assigned by the supervisor.


Main Job Functions:
Strategic Planning
• Provide input into RAFM strategy aligned with the overall MTN Strategy
• Forecast, plan, develop and review budget for the RAFM Operations unit that provides MTN with return on investment
• Manage and optimise the budget, ensuring all expenditure is in line with the agreed budgets
• Monitor costs and determine initiatives to optimize resources. Ensure cost effectiveness by maximising cost/benefit ratios

Operational Framework Planning
• Engagement with Controls and Process / RAFM Centre of Excellence/ SSH to understand, influence and agree , design new frameworks .
• Researching industry trends in relation to operational control frameworks in ensuring new areas of risk and improved methods of control performance are understood and incorporated into the plan.
• Supporting the process for implementation, ensuring:

Requirements are clearly defined and agreed
Solution design is agreed
Testing is performed
• Planning the execution of the operational framework, ensuring budget, time and capacity considerations are balanced with stakeholder and customer needs.
• Lead and represent the MTN RAFM retained organization at Group and industry committees and forums. Actively participate in forums at which new standards and developments are in discussion or under consideration and assess impact on the Groups RAFM standards, reporting, policies and financial results.

Operations Infrastructure Planning and Deployment
• Understand the industry trends in relation to RAFM operations infrastructure and performance
• Provide input into a blue print for RAFM operations infrastructure, including:
• Technology requirements
• People requirements
• Process requirements
• Management of the Retained RA infrastructure implementation, ensuring timeliness and quality needs are understood and met
• Ongoing review and enhancement of the Retained RA infrastructure to ensure existing and future operations

Operational Framework Management
Management of the control operation schedule, incorporating stakeholder needs, risk levels, resource capacity and available time
Oversight of the control performance of the RA operations, ensuring:

Timely receipt of data from all source systems
Validation of the accuracy and completeness of data from all source system
Control execution per the agreed schedule
Analysis of control results to identify exceptions
Root cause analysis to identify issues and incidents

Management of the suppliers, customers and stakeholders in the performance of operational controls to ensure service levels are achieved and managed.

Operational Incident Management
Management of the incident management process for responsible operations, including escalation management. This includes:
• Issue analysis, confirming the nature and impact of the incident
• Logging of the issues in the prescribed manner, format and system
• Quantification of the leakage risk relating to the incidents identified
• Management of the incident resolution workflow, ensuring local operations have taken responsibility for resolution
• Liason and Escalation of the impact of the issues identified to stakeholders and executives where necessary
• Oversight of the incident resolution, ensuring service levels have been met.
• Driving Incident resolution and closure management within local operations, with support for final quantification and benefits identification.
• Support and liaise with local teams as necessary, to provide all required information to conduct internal fraud investigations.
• Support and liaise with local operations and external authorities as necessary to provide all relevant information in external fraud investigations.

Technology Management
As a customer of Revenue Assurance technology, responsibilities include:
• Involvement, as key customer in the specification, evaluation, design and implementation of technologies
• Support of interface with RAFM Technical Assurance management
• Involvement in configuration, product changes in requirement definition, solution acceptance, testing and implementation
• Support in vendor management relating to performance of the vendor and solution
• Involvement in configuration, product changes in requirement definition, solution acceptance, testing and implementation

Input into future product roadmaps as key customer

Operations Infrastructure Planning and Deployment
• Understand the industry trends in relation to Revenue Assurance operations infrastructure and performance
• Support for the Shared Service infrastructure implementation, ensuring timeliness and quality needs are understood and met
• Ongoing enhancement of the Shared Service infrastructure to ensure existing and future operations needs are met

Continuous Improvement
• Input of tactical and operational improvements required to reduce and mitigate risks identified
• Management of key stakeholders in the review and agreement of improvement motivations
• Management of improvement delivery, ensuring timeliness and quality standards are met
• Compilation and ongoing support of internal improvement roadmap to ensure a cycle of review and improvement exists within the team
• Oversight of control gap closure, control quality and risk reduction improvement delivery
• Monitoring and reporting of improvement results and residual risk levels

Stakeholder Management
• Identification of key stakeholders and customers relating to RAFM operational performance
• Oversight of the framework development for the supply and performance of services from and to these customer and stakeholders
• Building tactical and operational relationships with management within these customer and stakeholder communities to ensure performance is regularly reviewed, improved and managed

Audit Management
• Support RA operations in audit planning, ensuring audit plans were prioritized and aligned with resource and operational plans and availability
• Management of prompt and effective issue resolution and closure related to any findings under the responsibility of SSH or Local operation.

Revenue Assurance Governance Process
• Assist in the design of RA governance structures
• Drive the education of internal customers on the role of RA – through the RAFM Governance forums – and how they may contribute
• Implement, maintain and monitor action points related to RAFM Governance forums

Reporting
• Support decision making through the production of RA Management reports required by both local and MTN Group RAFM Reporting & Measurement teams.
• Ensure the accurate and timely measurement of leakage and benefits relating to incidents to enable the RAFM function to demonstrate the financial contribution towards the business.
• Support the evaluation of RAFM Management maturity using the MTN Group Maturity model to assess the organization against industry standards including TMF and MTN Group.

Supervisory / Leadership / Managerial Complexity:
• Assist in the development in a highly skilled RAFM technical environment
• Recruit, develop and retain people with outstanding skills, qualifications and potential
• Define the unit KPAs and KPIs that will is governed by the overall Revenue Assurance department KPI’s
• Evaluate and assess people performance
• Understand the need to train and develop staff to be able to use resources optimally and enhance performance
• Deploy and redeploy resources to get the work done
• Build and enforce a customer centric approach
• Build talent by identifying and developing new leaders for the respective environment
• Build employee relations and collaborative teamwork
• Manage Employment Equity and diversity
• Coach and guide subordinates
• 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
• Live the MTN Brand – change and influence employees behaviour



Job Requirements (Education, Experience and Competencies)
Education:
• Essential – University Undergraduate Degree – B.Com /B.Acc/LLB/BSC
• Preferable – Post graduate qualification – CISA/CISM/CRISK/CA SA

Experience:
• At least 4 years of experience in a complex, technology-oriented industry
• At least 3 years of Revenue Assurance operational experience is essential
• At least 3 years of people management, either directly or in a matrix management style
• At least 3 years of managing activities in a cross functional business environment.
• A good appreciation of telecommunications or fintech industry and technoloy
• At least 3 years of working knowledge with internal control and governance systems and environments is essential
• Working experience in a Group company or Shared Service environment would be advantageous

Training:
• Revenue Assurance and Fraud Technology Training
• Standard desktop systems training – Microsoft Office applications
• Governance Legislation and regulations – King/Sarbanes Oxley/IFRS
• Telecommunications technology training would be advantageous
• Audit training advantageous


JOB DETAILS:
Analyst-Revenue Assurance

Mission/ Core purpose of the Job
• To improve revenues and profitability through the complete assurance of revenues and minimization of leakage
• To support the operations infrastructure for the performance of Revenue Assurance controls within MTN Mobile Money Uganda Ltd
• To support the performance of the control environment in an effective and efficient manner
• To support the incident management process relating to revenue and cost-impacting issues within MTN Mobile Money Uganda Ltd
• To support overall Revenue Assurance Shared Service operational performance and interfaces to customers (MTN operations)


Main Job Functions:

Strategic Planning
• Provide input into Revenue Assurance strategy aligned with the overall MTN Strategy
• Aid the dissemination of the RA strategy with stakeholders and colleagues from across the MTN Business.

Operational Framework Planning
• Engagement with MTN Group RAFM Centre of Excellence to understand the risk and control framework for MTN RA operations.
• Working with MTN Group RAFM COE (Centre of Excellence) to provide input into new control design required for operational implementation.
• Support of the process for implementation, ensuring:
• Vendors or internal delivery teams are monitored in the delivery process
• Requirements are clearly defined and agreed
• Solution design is informed
• Testing is performed
• Implementations of the controls is achieved in terms of time and quality
• Input to planning the execution of the operational framework, ensuring budget, time and capacity considerations are balanced with stakeholder and customer needs.

Operations Infrastructure Planning and Deployment
• Understand the industry trends in relation to Revenue Assurance operations infrastructure and performance
• Support for the Shared Service infrastructure implementation, ensuring timeliness and quality needs are understood and met
• Ongoing enhancement of the Shared Service infrastructure to ensure existing and future operations needs are met

Operational Framework Management
• Awareness of the control operation schedule, incorporating stakeholder needs, risk levels, resource capacity and available time
• Undertaking of the control performance of the Shared Service Centre, ensuring:
• Timely receipt of data from all source systems
• Validation of the accuracy and completeness of data from all source system
• Control execution per the agreed schedule
• Analysis of control results to identify exceptions
• Root cause analysis to identify issues and incidents
• Management of the suppliers, customers and stakeholders in the performance of operational controls to ensure service levels are achieved and managed.

Operational Incident Management
Support of the incident management process for responsible operations, including escalation management. This includes:
• Issue analysis, confirming the nature and impact of the incident
• Logging of the issues in the prescribed manner, format and system
• Quantification of the leakage risk relating to the incidents identified
• Management of the incident resolution workflow, ensuring local operations have taken responsibility for resolution
• Escalation and communication of the impact of the issues to Group and local management and executives
• Oversight of the incident resolution, ensuring service levels have been met.
• Incident resolution and closure management, including final quantification and benefits identification.

Technology Management
As a customer of Revenue Assurance technology, responsibilities include:
• Involvement, as key customer in the specification, evaluation, design and implementation of technologies
• Support of interface with RAFM Technical Assurance management
• Involvement in configuration, product changes in requirement definition, solution acceptance, testing and implementation
• Support in vendor management relating to performance of the vendor and solution

Continuous Improvement
• Input of operational improvements required to reduce and mitigate risks identified
• Engagement with key stakeholders in the review and agreement of improvement motivations
• Support for improvement delivery, ensuring timeliness and quality standards are met
• Ongoing support of internal improvement roadmap to ensure a cycle of review and improvement exists within the team
• Support for control gap closure, control quality and risk reduction improvement delivery
• Reporting of improvement results and residual risk levels

Stakeholder Management
• Support for the framework development for the supply and performance of services from and to these customer and stakeholders
• Supporting operational relationships with management within these customer and stakeholder communities to ensure performance is regularly reviewed, improved and managed
• Assist Fraud Management with investigations where required
• Highlight any findings to Fraud that requires Fraud to investigate

Audit Management
• Awareness of audit supplier expectations in relation to audit plans and approach
• Providing audit support provided to auditors during the performance of the audit
• Review, and input to audit findings, ensuring an optimal outcome for MTN
• Support for prompt and effective issue resolution and closure.

Revenue Assurance Governance Process
• Support the education of internal customers on the role of RA – through the RA Governance forums - and how they may contribute
• Implement action points related to Revenue Assurance Governance forums

Reporting
• Monitor and maintain the accuracy of reports that measure revenue streams
• Prepare monthly RA Operations operational reports and give input into the overall RA monthly reporting

Job Requirements (Education, Experience and Competencies)
Education:
• Essential - University Undergraduate Degree – B.Com /B.Acc/LLB/BSC
• Preferable - CISA/CISM qualification.

Experience:
• At least 1 year of experience in a complex, technology-oriented industry
• A good appreciation of telecommunications/Fintech technology
• At least 1 year of working knowledge with internal control and governance systems and environments is essential
• At least 1 year of data analytics experience

Training:
• Standard desktop systems training – Microsoft Office applications
• Telecommunications technology training would be advantageous
• Audit training advantageous



JOB DETAILS:
Specialist-Channel Support

Mission/ Core purpose of the Job
To support business planning, strategy, and channel support. The role is required to perform data analysis and high-quality reporting. Building and maintaining a positive and professional relationship with commercial division and corporate sales

Main Job Functions:
• Responsible for Business planning, target working and Monitoring
• Support Strategy and planning for Distribution setup and dimensioning
• Monitor and provide guidance to all channels to achieve sales and service targets
• Determine key gaps in market distribution and suggest actions
• Monitor the issue resolution of Partner Channel to ensure issues are properly resolved within the agreed SLA
• Conduct and provide guidance in process of design and execution of channel event and activity to support the management of Distribution channel, in order to promote and achieve sales objectives
• Review and evaluate trade campaigns, channel activities and channel communications effectively, to
• Ensure that marketing budget is being used effectively and efficiently and achieving the targets set
• Planning of new initiatives channel campaign launch, and new product or service launch into channels to ensure successful implementation
• Monitor and perform outsource management activities, to ensure service delivery, consistent performance and procurement policies
• Continuously update oneself with changes in related trend, which affect tools, processes, systems, and frameworks relevant to the role, in order to maintain knowledge levels required to perform complicated tasks
• Collaborate with other departments / teams to facilitate analysis and identify process improvement / cost reduction opportunities
• Be accountable for other certain works as assigned from immediate superior level

Job Requirements (Education, Experience and Competencies)
Education:
• A University Degree in Marketing, Business Administration, Economics or equivalent

Experience:
• Solid knowledge in Data Analysis, Management in Excel and SQL
• At least 3 years related working experience. Experience working in distribution or telecom business in an international organization is an advantage.
• Self-motivated, love challenges and able to work under a pressure environment.
• An experienced team leader who has a penchant to develop and train others.
• Good communication skills and comfortable to interact with all level of employees across the organization.
• Cross functional skills.
• Enjoy working in a team and a team player.
• Willing to travel within Myanmar Region when required.
• Excellent interpersonal skills

Training:
• Data management
• Customer Relationship management structures
• Know Your Customer (KYC) and Anti Money Laundering (AML) Requirements
• Process documentation


JOB DETAILS:
Specialist-Partner Support

Mission/ Core purpose of the Job
To resolve or escalate partner queries at the first point of contact while updating the customer up to the point of resolution.

Main Job Functions:
• To manage the partner interactions/experiences during the day to day operations of services provided by MTN Mobile Money Limited
• To respond to or initiate contact with parner with the aim of attending to customer needs through inbound or outbound connections within the defined parameters.
• To escalate queries out of the job's control span to the respective departments
• Handle customer complaints and needs with the approved level of service and urgency to enhance customer satisfaction.
• Action or handle escalations as deemed appropriate
• Utilise/ Initiate / Derive appropriate systems, data bases, processes, policies and procedures to support work
• And execute any other duties that may be assigned through the reporting structure

Job Requirements (Education, Experience and Competencies)
Education:
• A degree in a business-related field

Experience:
• A minimum of two-year prior work experience in a service-oriented environment
• Fluency in English.

Training:
• Systems
• Service Excellence
• Aggressive Sales Skills