Job Description

MTN GROUP HUMAN RESOURCES

JOB PROFILE

(EBU 2.0)

Title of job:

Coordinator

Order Cancellation

Number of subordinates:

0

MTN Job Level:

Location of the job:

Constantia Office Park

Solid Reporting Line:

Team Leader

Dotted Reporting Line:

Manager: Order Fulfilment

Mission/

Core purpose of the Job

Working closely with the MTN Executive Leadership Team and the Opco CEOs, the

Executive: Group

1. Mission/

Core purpose of the Job

To effectively handle the cancellation process when a customer cancels a service or product with Supersonic. This function ensures that services are timeously cancelled with Supersonic, third parties and that hardware is collected on time and within SLA. Even though the customer is cancelling, Supersonic endeavours to provide a positive customer experience. Cancellation Coordinators must also participate in operational meetings to provide information and recommendations with other supervisors, managers and coordinators.

2. Context

(Global influences, environmental / industry demands, organisational mission etc.)



Fast moving industry with constantly changing business requirements and technologies Fluid complexities of customer expectations and demands Highly competitive market with new and established competitors and aggressive competitor strategy and delivery Highly dynamic and fluctuating Telecommunications and ICT industry Total customer experience for the Supersonic brand Constantly changing consumer and market needs Market dynamics and developments MTN policies, processes and procedures Regulatory industry norms govern MTN and partners Highly pressurized, deadline-driven environment Highly legislated / regulated environment requires compliance and adherence to Industry standards and benchmarks Participative environment - highly diverse and team-focused

3. Key Performance Areas:

Core, essential responsibilities / outputs of the position (KPA's)

Key Functions:

Manage the communication and coordination of customer cancellations, including scheduling, FNO deactivation, transportation, collection of equipment etc. Manage SLA process including monitoring, escalations and reporting. Process cancellations, returns, relocations, cancellations, credits, quotes and invoices. Provide additional reports on SLA breaches and how to prevent these going forward. Assist internal customers (contact centre agents). This could be answering a question, being available for a warm transfer, assisting a customer with a complex problem or training on processes and procedures. Assist with data clean up endeavours. Abide by all applicable regulatory and department practices and procedures. Ensure the effective resolution of complex problems either within the team or through an escalation process. Ensure that all processes and documentation is complete so that Supersonic does not pay unnecessary fees to third parties or create a poor customer experience. Compile and present reports to management as required. Deal with problem situations and project work timeously and efficiently, displaying effective time management and time allocation according to project deadline. Keep accurate records of cancellations and schedules.

Knowledge

Quality Management Value creator Project orientated FNO Portals Computer Applications - MS Office (Word, Excel, and Outlook)

Measures (KPIs for job)


Accuracy Management Manage the entire cancellation journey without missing any steps. Cancelled within SLA Identify process improvements Identifying threats and weaknesses and finding ways to resolve such in most effective manner Gap analysis and ability to identify areas of concern and provide innovative ways to close the gaps. Co-ordination between other parties and stakeholders (sub cons, FNOs & customer) Create and monitor plan for continuous improvement

Education:

Minimum of a 1-year Diploma Preferred Qualification - Project Management Diploma Matric

Experience:

Minimum of 3 years' experience in an area of specialization. Previous experience in the telecommunications or internet service provider industry is preferred. Experience working in a medium organization

Familiarity with cancellation system and terminology

Competencies:

Head - Big Picture Focus (10)

Conceptual Thinker - Executes tactical plans to achieve strategic requirements

Problem Solver - Mental agility to identify and solve relevant business challenges

Improvement Driver - Executes and identifies opportunities for commercial innovation and continuous improvement

Heart - Emotionally Intelligent (20)

Culture and Change Champion - Role models ethical practices by living the MTN/Supersonic values and vital behaviours for others to follow

Supportive People Manager - Self-aware and supports team capability development through opportunity creation for realising potential

Relationship Manager - Builds professional networks across teams through collaboration and co-operation

Hands - Results Focused (50)

Results Achiever - Produces sustainable business results through ethical practices

Operationally Astute - Sets priorities, plans, organises and co-ordinates the work of others*

5. Authorities

As per delegation of authority in line with the role.

6. Collaboration

(Formal and Informal Relationships)



Responsibility towards:

Key customers:

Segments and Regional Sales Leaders, ICT Products and Services Heads, ICT Operations, and Finance. *

Key suppliers:

Channels