Head of Commercial Operations at MTN

About The Job

Job Summary

• Responsible for defining and executing MML’s fintech commercial strategy including an outreach and go-to-market strategy, customer experience strategy across all touch points and the day-to-day operation of the Mobile Money Platform and ecosystem.

Job Context

• A Fintech/ Financial services Industry
• Multi regulated and multidimensional stakeholder management
• Environmental, social and governance prioritized.
• Partnerships and platform business at the core of business ambition
• Evolving industry
• Agile ways of working

Job Role

• Strategy:
  • Develop and execute commercial strategies aligned with the overarching business goals and in line with the Groupwide Fintech mandate to drive revenue growth and profitability.
  • Define and implement role-based strategy by developing and providing direction, structure, frameworks, models, plans and roadmaps in collaboration with the relevant stakeholders
  • Lead regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal
  • and external ecosystem.
  • Identify and pursue new business opportunities to grow market and value share.
  • Collaborate with cross functional teams to develop and implement product strategies that meet market and customer needs for growth.
  • Analyze market trends and customer insights to inform commercial strategy and decision making.
• Governance:
  • Lead MML wide transformation initiatives, elicit inputs from relevant stakeholders.
  • Lead the implementation of adequate risk mitigation and controls
  • Oversee evaluation baseline of Service Level Agreements (SLAs) and KPIs
  • Provide relevant budget for internal projects.
  • Review proposal on change initiatives SLA, policies and procedures and oversee execution of the same.
• Budget:
  • Manage function’s budgets in line with business objectives.
  • Manage project initiative budgets in line with business objectives.
  • Ensure that the cost of operations is reduced, in line with a least cost operating strategy stemming from the business drivers.
• Operational Delivery:
  • Monitor and align the direction, strategy and results of the Commercial Operations Vertical, collectively and as individual work areas in the function, ensuring that the Fintech guidelines are duly complied with
  • Manage relationships with key clients and partners, ensuring customer satisfaction, vale and retention.
  • Custodian for MML specific commercial value propositions, services, and channels
  • Lead and drive an integrated solution development and problem-solving philosophy across the function.
  • Monitor true-value metrics to measure the impact and benefit of the function to MML. Drive continuous improvement across all verticals.
  • Oversee implementation of policies, procedures and guidelines set forth by Fintech Commercial team and ensure compliance with the same.
  • Lead, control and establish governance to manage the consolidated MML Commercial Operations strategy, budgets and financials.
• Business Development:
  • Build & maintain strategic alliances with key corporate bodies, SMEs and Government for business growth & performance.
  • Ensure regular engagement and monitoring of Partner Banks to build relationships aimed at increasing Fintech growth.
  • Tap industry trends and identify emerging channels, develop strategies and oversee implementation.
• Fintech Commercial:
  • Monitor design and execution of all marketing & branding activities (including CVM campaigns) and ensure that they are aligned with Fintech guidelines
  • Provide inputs into the development of route to market plans and provide the needed logistics for efficient execution
  • Oversee implementation of Commercial initiatives/promotions to drive subscriber activities, agent & merchant growth
  • Plan and get budget approval for Commercial and timely source for logistics/infrastructure
  • Plan and prepare work schedules according to budget and workload.
  • Provide timely and accurate reports and recommendations for the improvement of work processes with regards to Commercial
  • Oversee management of and support provided to merchants, agents throughout the lifecycle, right from contracting & onboarding, to training, performance monitoring, pay out and offboarding
  • Establish and ensure that appropriate control systems required for the effective operations of the department are in place
  • Other duties, as assigned

Education:

• Minimum of a a postgraduate qualification in business or a related field.
• Certified Professional - Commercial and/or Finance discipline

Experience:

• Minimum of 8 years of strategic commercial experience. Fintech, Banking and Financial, technology, Fintech Consulting preferred.
• Proven track record of developing and executing successful commercial strategies that drive growth and profitability.
• Strong analytical and problem-solving skills.

Competencies

• Professional/Technical Competencies:
  • Commercial (CLM, Billing & Reconciliation, Float Management, Agent/Merchant lifecycle management, route to market)
  • Business Development (sales strategy & planning, sales forecasting, channel management, analytics & reporting)
  • CVM (data mining, customer profiling, cross/up-sell, campaign & promotion management, value model development, loyalty & churn management)
  • Pricing (Pricing model and building solid business case)
  • Brand & Marketing (Trade marketing, ATL/BTL/TTL marketing, digital & social media marketing, brand management, advertising, content writing)
  • Data analytics
  • Customer Relationship management
  • Financial Acumen

Behavioral Competencies

• Must live the MTN Values of:
  • Can Do; Integrity; leadership; Innovation; Relationships
  • Must exhibit the MTN Vital Behaviors of
  • Complete Candor, Complete Accountability, Active Collaboration & Get it done.