Supervisor - Store.Commercial Operations SA presso Mobile Telephone Networks (Pty) Ltd

Context: 
•    The provision of service excellence within an “MTN Own Branded Shop” context
•    Operating with a Regional Branded structure
•    Operating within a dynamic, competitive and fluctuating market / industry
•    High levels of legal, regulatory and commercial compliance 
•    Context changes in terms of technology advancements and customer behaviour
•    Highly pressurized, deadline-driven environment
•    Participative environment – highly diverse and team-focused
•    Total customer experience for MTN brand

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Task Complexity:

Sales Targets 
•    Ensure that in-store sales, revenue and churn targets as defined for the Flagship and Large PoS Own Shops are achieved.
•    Coordinate teamwork to ensure that all team members understanding objectives and are able to achieve required service levels set for the POS Own     Shop department, including serving other segments than Consumer if so is required as per MTN Sales strategy

Internal processes 
•    Monitor the day to day processes of the Flagship and Large POS Own Shops, ensuring that workflow continues without interruption.
•    Manage stock, including stock control and forecasting, ensuring minimal stock outs and stock losses in Flagship and Large MTN Own Shop. 
•    Cash management for the Flagship and Large Own Shop in accordance with PPP’s governing cash management.
•    Ensure the daily capturing of relevant financial and administrative documentation as per processes, policies and systems defined by MTN SA.
•    Implement MTN policies, processes and systems at POS level, ensuring compliance and making recommendations for corrective actions where necessary.
•    Resolve issues/ queries and liaise with relevant sales operations representatives or relevant areas within MTN to escalate issues/ queries.
•    Identify the training needs of in-store staff in Flagship and Large Own Shop and advise the OSS accordingly.
•    Identify and escalate in-store business risks accordingly.

Budget Management and Cost Control
•    Ensure effective cash management and efficient use of financial resources for the Flagship and Large MTN Own Shop.
•    Report on achievement of monthly targets in Flagship and Large MTN Own Shop.

Customer Satisfaction and Service
•    Establish and manage solid customer relationships.
•    Understand customer needs and provide input into the development and fine-tuning of systems and processes accordingly.
•    Ensure maximum customer satisfaction with service and assistance provided by POS, Own Shop department, as measured by CSI.
•    Advise OSS of trends/patterns pertaining to customer requests and needs for Flagship and Large MTN Own Shop. 
•    Ensure all customer queries are attended to and resolved within agreed SLA’s. 
•    Ensure the delivery of first time right service excellence.
•    Put feedback systems in place to gather first-hand customer information and use it for improvements in products and services.

Supervisory / Leadership / Managerial Complexity:  
•    Administer and control available resources to achieve POS goals and objectives for Flagship and Large MTN Own Shop.
•    Ensure staff satisfaction 
•    Communicate goals clearly and facilitate achievement thereof 
•    Manage and motivate team to achieve agreed goals and targets
•    Set boundaries within which direct reports will operate and clarify roles to match the level of expertise and results required 
•    Communicate actively and effectively resolving any potential conflicts that may arise 
•    Evaluate and assess people performance 
•    Build and enforce a customer centric approach 
•    Build and maintain collaborative teamwork 
•    Coach, guide and motivate team/ staff 
•    Build professionalism, loyalty and commitment to the organization 
•    Have the self insight and flexibility to adapt to different situations 
•    Live the MTN Brand – change and influence employees behaviour

Role Complexity
Lateral Dimensions: 
                                         
Creativities (improvement/innovation inherent)  
•    Encourage continuous service improvement

Vulnerabilities (control span)

•    Business expectations vs. the delivery reality
•    Poor customer service will impact negatively on revenue
•    Evolution of technology
•    Inappropriate processes resulting in delayed service to customers

Collaboration:  Refers to formal and informal relationships
Responsibility towards:  
•    Direct reports: up to 7 (for Flagship and Large Own Shop only)
•    Matrix reports: none
•    Key customers: POS Own Shop customers and prospective customers
•    Key suppliers:   sales operations representatives, training, IS, marketing
•    Relations, etc.:  franchise shops, other shops branded region

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgment.
Independent thought and Judgment:

•    Team motivation
•    Resolution of queries / problems (within parameters set by company policy)

Authorities:
As per delegation of authority

Minimum Requirements

Education Requirement:
•    Minimum of a 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
•    Fluent in English and language of Country preferable

Experience:
•    Minimum of 3 years’ experience in an area of specialization, with experience in supervising others.
•    Experience working in a medium organization

Training:
•    Products and Services
•    Systems training

Competencies

Head - Big Picture Focus 
•    Analytical Thinker
•    Problem Solver – 
•    Operational Value Creator

Heart – Emotionally Intelligent 
•    Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
•    Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
•    Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused 
•    Results Achiever  -  Drives team objectives and contributes to sustainability of results
•    Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others                  

General working conditions (e.g. shift work, drivers license, specific tools, special clothing, environmental requirements, etc.)

•    Flexible working hours
•    Pressurized deadline driven environment
•    Work directly with customers

KPA Quality Standards

•    Quality of reports
•    Timely reporting and the accuracy thereof
•    Employee satisfaction index
•    CSI 
•    CMAT targets
•    Implementation of processes and procedures
•    Team motivation

Education Requirement:
•    Minimum of a 3 year Degree / Diploma in Commerce (Marketing / Communication) or related
•    Fluent in English and language of Country preferable

Experience:
•    Minimum of 3 years’ experience in an area of specialization, with experience in supervising others.
•    Experience working in a medium organization

About MTN South Africa

Launched in 1994, MTN South Africa is a subsidiary of MTN Group, a leading emerging market operator with a clear vision to lead the delivery of a bold new digital world to our customers. We are inspired by our belief that everyone deserves the benefits of a modern connected life. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code ‘MTN’. Our strategy is Ambition 2025: Leading digital solutions for Africa’s progress.