Senior Specialist: Over The Top Video Consumer

MTN Group Limited entered the telecommunications scene at the dawn of South Africa’s democracy, in 1994. In 1998, we began our expansion by acquiring licences in Rwanda, Uganda and Swaziland. Since then, we continued to grow, with a view of bringing world-class telecommunications and digital services to markets across Africa and the Middle East. Through our extensive investment in advanced communication infrastructure over the past two decades, the talent and experience of our people, as well as the strength of our brand, we have grown to now have a presence in 24 countries, connecting over 231.0 million people. We offer an integrated suite of communications products and services, including traditional mobile voice and data, digital and mobile financial services as well as enterprise services. MTN continues to believe in the investment potential of emerging markets and thus deliver quality services that respond to our customers’ present and future needs. Every initiative undertaken, every innovative stride made, every award-winning product developed, is aimed at making our clients’ lives a whole lot brighter, as we lead the delivery of a “bold, new Digital World”.Key Deliverables

The SS:OTT will be accountable to achieve the following objectives:

Strategy Development and Implementation

Support and contribute to the development of the functional strategy in line with the overarching business goals
Ensure effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
Conduct regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem

Governance 

Strategic Meetings

Participate and provide input in strategic meetings
Perform evaluation baseline of key performance indicators (KPIs)
Request for relevant budget for internal projects and new initiatives
Facilitate preparation of proposals on change initiatives, policies and procedures

Escalations

Escalate issues that will result in severe time, scope, productivity, and cost or resource or reputational impact
Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery
Manage and provide solutions through stakeholder consultation where relevant

Function Tactical

Review all projects initiated (internal or global)
Prepare objectives, targets and budgets for OTT Video as applicable
Review key risks, issues and dependencies and set mitigation actions
Facilitate in sign-off / making decisions regarding tactical changes

Performance

Monitor performance and alignment with MTN SA and Group strategy
Ensure alignment between across other functions within the Group Digital team 

Reporting

Report on a periodic basis to the Reporting Manager relating to progress made within the function and in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific projects, as required

Budgets

Manage functional budgets in line with overall business objectives
Manage project initiative budgets in line with business objectives
Ensure that the cost of operations are reduced, in line with a least cost operating strategy stemming from the business driver

Operational Delivery

Strategy & Planning 

Align OTT objectives for the relevant segments with overall strategy of the Digital and Direct Marketing function and with International trends
Develop the strategy to bundle subscriptions from major international OTT services with MTN Products. 
Work with internal business stakeholders and the broader Consumer and Residential teams in the development and execution of premium video bundles with MTN products
Develop propositions with Consumer and Residential teams that drive customer acquisition, retention on the network as well as drive data adoption and data utilisation. 
Be the Single Point Of Contact (SPOC) for negotiating and managing complex projects with leading international OTT providers
Collaborate with respective Digital Product Managers and counterparts with Partners and Group
Drive best practice, continuous improvement and innovation at process and procedure level for Video 
Analyse new international streaming and bundling innovations as well as partnerships between other telcos and leading OTT entertainment services
Find innovative new video initiatives and capitalise on opportunities
Ensure that MTN maintains a position as a world class leader in video products and services 
Develop and manage the Video innovation strategy, roadmap and product portfolio mix, in alignment to the MTN SA and Group strategy and roadmap.
Benchmark best practises in the digital Video environment

Content Management 

Lead the development of the OTT Partnership portfolio by ensuring OTT partners are sourced and launched on the relevant MTN service delivery platforms and through relevant channels 
Negotiate complex agreements with the leading OTT players in the market.
Ensure thorough research is done on various entertainment services in order to source the optimal video content
Ensure the right content is sourced for the right markets 
Oversee bundle aggregation, where applicable
Lead the creation and management of a OTT partnership calendar and strategy that covers all MTN related touch points
Work with OTT partners to ensure that MTN can create marketing campaigns that are in sync with release of tent pole content in the market 
Ensure collaboration with Online Digital Channels team to ensure alignment and synergy of content across video touch points
Engage with Group Digital Product Managers for OTT and Business Development to manage video related content for both Global and Local video content
Engage with Group Digital Product Managers for OTT and Business Development to receive global video-related insights, new products and gain Group insights with respect to video and associated partnerships and alliances

Process and Procedure Effectiveness

Lead the defining and monitoring of the execution of bundling management processes and procedures for MTN operations
Oversee the implementation of premium OTT partnership management processes and procedures and ensure they are aligned to the set operational framework for MTN SA and Group
Ensure improvement of existing processes and procedures to enhance effectiveness, efficiency and performance

Quality Management 

Oversee and ensure the establishment of systems and sound practices in order to comply with best practices, legislation or other regulations and guidelines around Video 
Lead the establishment and maintenance of quality/process standards in relation to bespoke OTT partner integrations that will enhance the customer experience and cost efficiency
Ensure standard operating procedures are adhered to
Communicate the consequences of not maintaining video quality/process focus 
Manage the improvement of video channel processes and procedures where the quality of work may be improved

Customer Satisfaction 

Ensure alignment service delivery to changing needs of the business and markets
Ensure customer needs are understood and develop and fine-tune initiatives accordingly
Ensure customer needs and requirements are satisfied through appropriate systems, processes and procedures
Initiate change to continually improve all aspects of service delivery 
Drive continuous improvement as an important element of service delivery
Ensure trends and patterns pertaining to customer requests and needs are identified to continually improve all aspects of service delivery

Supervisory / Leadership/ Managerial Complexity 

Recruit, develop and retain people with outstanding skills, qualifications and potential
Define the divisional KPAs and KPIs that will be cascaded down to each area
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
Assist with 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 
Possess and develop the insight and flexibility to adapt to different situations 
Manage boundaries that separate units to optimize workflow
Live the MTN Brand – changing and influencing employee behaviour

Ways of Working 

Leading by Connecting: Connect people; stimulate collaboration and growth in teams across functions, operations and different cultures. Share experience and knowledge that leads to a learning organization, creating sustainable expertise which drives the development of people and innovative products, 
Leading by Delivery:  Anticipate situations and take initiative to overcome them. The result is a swift and on time delivery of qualitative and quantitative results.
Leading by Vision: From analyzing the situation inside and outside the company and seeing opportunities until communicating the vision of the company including new ideas for sustainable business strategies, products, services and ways of working. The end result is an inspiring vision on how to succeed in our markets with our consumers in the center. 
Leading by Change: From embracing change until leading and facilitating the implementation of change and handling of resistance for senior people. The end result is an on-time implementation of change projects and actions while maintaining a high level of motivation and commitment.
Leading by Owning:  Take responsibility for own results as well as for company results and values. Stimulate this attitude in others, make co-workers accountable. The end result is pro-activity, creativity and motivation: capable people who take ownership.

Job Requirements (Education, Experience and Competencies)
Education:

Minimum of 4-year tertiary degree (Bachelor of Science, Engineering or related field)
MBA or Masters (advantageous)

Experience:

Manager track record of 10 years or more; with at least 3 years’ experience in telecommunications, digital marketing, digital product management, content management 
Minimum of 4 to 5 years of Management experience  
Existing relationships with leading local and international tier 1 OTT partners
Experience in video, music or gaming product categories will be advantageous
Hands on experience in managing and implementing digital products and initiatives
Deep understanding of the digital ecosystem, players, business models and industry related best practices.
Understanding emerging markets advantageous
Pan Africa multi-cultural experience is advantageous
Entrepreneurial spirit, self-driven and ability to motivate a fast-paced team
Attitude of Innovation, inventiveness and thought leadership
Abreast of global mind-set and best practice
English speaker but other official languages a plus 

Competencies:

Functional Knowledge: 

Value Added Services
Digital content, media and/or applications
Video Product and Content Management 
Digital marketing

Skills

Business Acumen 
Analytics and Interpretation
Strategic Thinking 
Organizational Agility  
Digital mind-set
Dealing with ambiguity and complexity
Decision Making
Conflict Management
Negotiation 
Financial and Numerical  
Project Management
People Management

Behavioural Qualities

Adaptable
Complete candour
Culturally aware 
Emotional Maturity
Innovation 
Integrity
Leadership
Team Player

Authorities

As per MTN DOA

Collaboration (Formal and Informal Relationships)
Responsibility towards:   

Key external stakeholders: External contractors & partners 
Key internal stakeholders:    

GM:  Digital Services  
Digital Solutions team in IT
Online Digital Channels Team 
Group Digital Team
Consumer Business Unit
Digital CEX and Operations Team
Business Verticals in MTN 

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