Multichoice Vacancies

To apply, click on the link at the end of the posts and all the best with your applications.

Treasury Analyst

Category:	Group Finance
Level:
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.

Join Africa’s most loved storyteller!

Location: South Africa, Johannesburg, Randburg

Purpose of the Position:

Supporting the Senior Treasury analyst with all daily operational treasury activities with a key focus on (will change based on rotational team structure):

Financial risk management of the Group’s foreign exchange exposures
Cash and liquidity management
Governance and risk management

Key Performance Objectives Financial Risk Management Supporting the Senior Treasury Analyst with:

Preparation of monthly Treasury reports and explanations of variances from budgets/forecasts, as well as reporting on hedge performance.
Analysing foreign currency exposures and propose hedges that should be executed.
Ensuring all deals executed are correctly captured/reported in the Treasury Management System
Analysing hedging journals that have been processed across the group.
Assisting internal customers with the preparation and upkeep of hedge documentation.
Setup and roll-out treasury related processes across the group.
Work with internal and external auditors to comply with audit requests.
Ad hoc treasury assignments, analysis and projects.
Support the various shared-services teams across the business with treasury related queries.
Support with traditional treasury back office functions
Cash and liquidity Management Supporting the Senior Treasury Analyst with:

Daily cash transactions
Support the internal MultiChoice customers with cash-flow forecasting activities (which include budgeting/forecasting of future cash flows)
Setup and roll-out treasury related processes across the group
Work with internal and external auditors to comply with audit requests.
Ad hoc treasury assignments, analysis and projects
Support the various shared-services teams across the business with treasury related queries.
Support with traditional treasury back office functions
Governance and Risk Management Supporting the Senior Treasury Analyst with:

Monthly compliance reporting
Support the various shared-services teams across the business with treasury related queries.
Setup and roll-out treasury related processes across the group
Work with internal and external auditors to comply with audit requests.
Ad hoc treasury assignments, analysis and projects
Support on all bank related queries and KYC processes
Ensure businesses as well as the treasury team is in compliance with group Treasury policies.
Assist with preparing treasury governance policies, procedures and protocols.
Qualifications Essential:

Bachelors in Accounting
Experience

Previous Corporate Treasury experience preferred.
Previous hedge accounting / IFRS9 experience beneficial.
Technical Competencies
Strategic thinking and decision making
Knowledge of commonly used Treasury concepts, practices and procedures
Understanding of and passion for financial markets
Strong analytical and quantitative skill set
Financial acumen, and ability to build financial models and run scenario simulations.
Business acumen
Advanced computer literacy in Microsoft Office (word, excel and power point)

Customer Care Manager (DStv Internet)

Designation:	Customer Care Manager (DStv Internet)
Category:	MultiChoice South Africa
Level:	Management
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and

the Netherlands with principal operations in pay television, video entertainment, advertising and content security.

Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based

content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African

markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver

the best in entertainment.

By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and

SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge

technology, supporting local content and providing an exceptional customer experience.

? Join Africa’s most loved storyteller

Key Customers

Internal: Customer Care management team, MultiChoice divisions, Call Centre, Line Managers, Call Centre staff

External: Suppliers, DSTV customers

Location

Johannesburg, Randburg, South Africa

Purpose of the Position:

To directly lead and manage people within the business unit to ensure that operational performance metrics are met and support in driving growth and revenue for the Dstv Internet business.
Key Performance Objectives

Tasks

Operations Management

Drive day-to-day operational performance in accordance with Customer Care objectives.
Manage service levels and ensure that planned schedules are adhered to.
Implement operational practices as defined by the Customer Care strategy.
Assume accountability for successful ongoing daily operational performance.
Resolve day-to-day operational challenges that could impede on successful delivery of Customer Care objectives.
Work with Workforce Planning to ensure that adequate advance planning is done so that customer contact demand is met.
Review operational performance on a daily basis and implement actions to address gaps.
Work with agility to overcome operational problems that arise in-the-moment.
Ensure that Team Leaders are fully equipped to manage the day-to-day operation.
Ensure that relevant MI, Monitoring Systems, and reports are in place and that Team Leaders are utilizing these to manage operational performance.
Support Team Leaders on shift to manage their teams effectively and to drive efficient and effective operational performance.
Take overall responsibility of shift management within the operation.
Provide relevant shift management reports as set out by line manager.
Ensure that coaching time is planned by Workforce Planning for all Team Leaders.
Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of Team Leaders as required.
People Management

Leadership

Serve through inspirational & motivational leadership of Team Leaders & Omni-Channel Relationship Consultants.
Operationalize the Customer Care strategic plan for the Team Leaders & Omni-Channel Relationship Consultants.
Coach Team Leaders to enable them to effectively manage their teams.
Ensure that Team Leaders are coaching their Omni-Channel Relationship Consultants according to coaching targets.
Review the effectiveness of Team Leader meetings & coaching sessions with Omni-Channel Relationship Consultants.
Reward & recognize Team Leaders for their contribution to the success of the division.
Host quarterly engagements with Omni-Channel Relationship Consultants & Team Leaders to provide business updates and get their input on how to improve the Customer Care operation.
Own & Resolve escalated people issues within own department.
Manage misconduct, performance & all ER-related matters of Team Leaders & Omni-Channel Relationship Consultants.
Ensure that all ER cases are well documented, tracked and progressed timeously.
Create an environment that fosters teamwork and co-operation.
Communicate effectively, building and maintaining relationships across all levels.
Ensure consistent compliance to company policies and procedures.
Manage Change as required by the change management process.
Communicate expectations and business updates to Team Leaders on a regular basis.
Ensure that Team Leaders communicate effectively to Omni-Channel Relationship Consultants according to requirements.
Recruitment & Retention

Recruit talented & skilled people to support the Customer Care deliverables.
Select and place candidates in terms of agreed recruitment and selection processes.
Foster an environment where talented & high performing people are retained.
Maintain voluntary staff attrition levels to within required standards.
Identify, manage, and develop talent.

Training and Development

Ensure that skill & knowledge gaps are regularly assessed.
Ensure that skill & knowledge gaps are addressed through training & coaching.
Ensure that training is planned with WFM to prevent service interruption.
Ensure adequate attendance of planned training.
Continually up-skill staff through effective mentoring, coaching, and performance improvement practices.
Create and implement individual personal development plans at all levels of staff.
Monitor the implementation of training needs as per individual development plans.
Equip all staff to be able to support all technical requirements of MultiChoice products.
Equip all staff to have competent customer conversations around DStv content.
Regularly enable training for the operational team on customer service standards.
Ensure that Team Leaders are trained and equipped to perform effectively.
Coach Team Leaders at regular intervals to enable their development as leaders.
Create & maintain a documented succession plan in all teams and for own role.
Ensure that people identified in the succession pipeline are trained for future roles.
Manage the Customer Care Career Progression program as outlined.
Ensure that people are equipped to move through the Career Progression path.

Performance Management

Ensure that all HR procedures governing performance management are adhered to.
Create awareness of how Customer Care strategic objectives link to individual KPIs.
Ensure that a full understanding of performance requirements is created for all staff.
Ensure that Omni-Channel Relationship Consultants & Team Leaders meet set performance standards & KPIs.
Conduct formal monthly reviews with Team Leaders on their KPIs.
Ensure that monthly performance reviews are conducted with all Omni-Channel Relationship Consultants in the division.
Ensure that Customer Care’s performance management process is effectively implemented at all levels, and that consequence management is applied to address consistently poor performance.
Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
Enable Team Leaders to effectively manage poor performance and misconduct.
Review daily, weekly & monthly operational performance reports and ensure that performance gaps are addressed immediately.
Create awareness and drive the usage of Reward & Recognition dashboards at all levels.
Provide a portfolio of evidence at regular intervals of own and team performance.
Take responsibility to remove obstacles that impede staff delivery and performance.

Customer Management

Operationalize the Customer Care strategic plan against set targets & objectives.
Ensure that all staff are clear about what is expected of them with regard to customer service, leads generation, and contact prevention.
Ensure that coaching on customer contacts is done on a weekly basis by Team Leaders to their Omni-Channel Relationship Consultants using the set coaching & evaluation tools.
Facilitate calibration sessions between Team Leaders to ensure that they are evaluating and coaching on customer service consistently across the operation.
Regularly sit in on Team Leader customer service coaching sessions to Omni-Channel Relationship Consultants & coach Team Leaders according to observations made during the session.
Enable training at regular intervals to improve customer experience.
Take corrective action where people have failed to meet service standards.
Ensure that relevant escalation processes are in place for escalated contacts.
Ensure that Team Leaders are owning & resolving escalated customer complaints.
Own & resolve escalated customer complaints from Team Leaders.
Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness.
Works with stakeholders within the organization to resolve customer issues that are not caused by Customer Care staff e.g. Technology, Processes, Marketing, etc.
Respond with agility to resolve any situation that arises during a shift that could compromise customer experience.
Escalate issues impacting customers or service delivery during a shift.
Drive a culture of effortless customer experience and sales-through-service.
Operational Project Management

Manage & execute operational projects against the Customer Care 90-Day Plan.
Encourage Team Leader participation in operational projects.
Deliver against standards & deadlines required of the Customer Care 90-Day Plan.
Revenue Generation Management

Managing Customer Care revenue generating capability by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain DStv customers
Meeting the customer care revenue generation targets.
Setting individual revenue generation targets with the OMNI channel teams.
Tracking revenue generation goals and reporting results as necessary.
Ensure ongoing sales and retentions training.
Developing your OMNI channels teams through motivation, coaching, and product knowledge education.
Promoting the organization and products through existing customer contacts.
Deploy optimal outbound revenue generation activities during the customer contacts trough periods.
Qualifications Essential

Diploma in Business / Operations management
Qualification Preferred

A Degree or NQF Level 7 qualification in Business Management
Experience

A minimum of 5 – 8 years’ Customer Management experience
At least 5 years’ People Management experience
At least 4 years’ experience in a Team Leader or equivalent role
At least 2 years’ experience in an Operations Manager or equivalent role
Project Management experience
Excellent Communication Skills (both verbal and written)
Language proficiency (English; Afrikaans; Zulu; Sotho)
MS Office
Ability to multitask in a busy environment
Flexibility
Technical Competencies

Analytical Thinking
Project management
Change Management
Planning and Organizing
Negotiation Skills
Human Resources knowledge
Management Information knowledge
Agile Decision Making
Customer Service Management
Behavioral Competencies

Inspirational Leadership
Relationship Building
Conflict Resolution
Critical Appraisal
Holistic Thinking
Persuading & Influence
Coaching

Omni-Channel Relationship Consultant

Designation:	Omni-Channel Relationship Consultant
Category:	MultiChoice South Africa
Level:	Skilled
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization

The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

Join Africa’s most loved storyteller!

Location

Randburg, South Africa

Purpose of the Position:

To ensure effortless customer experience, sales, and customer retention is enabled and maintained within an Omni-Channel context

Key Performance Objectives

Tasks

Customer Relations

Effortless Customer Experience Delivery

Ensure delivery of customer service objectives.
Own & resolve customer issues as comprehensively as possible on first contact.
Be a brand ambassador of DStv and create a positive image to the customer and manage impact to brand on digital platforms.
Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
Adhere to the set Customer Care processes and business procedures.
Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
Use relevant tools to support customers on product, system and process knowledge.
Ensure the consistent delivery of all contracted KPIs.
Meet service quality standards as outlined.
Drive customer usage by educating customers on self service and digital service platforms.
Sales Activities

Generate quality leads to ensure that the required conversion ratios are achieved.
Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
Converse & engage with customers around DStv VAS offerings.

Retentions and Service Recovery Activities

Retain DStv Customers upon cancellation request.
Effect outbound proactive retentions campaigns.
Recover the service where customers complain about service, product, process issues.
Identify any activities that may have potential negative impact to the Multichoice brand and escalate via the defined escalation processes.
Customer Relationship Management

Proactively engage customers on all active campaigns and service disruptions.
Update customer details (email, contact number) on all customer contacts.
Utilize consumer profiling analytics to complete any targeted campaigns.
Actively campaign the CVM calender to clients where applicable.
Omni Channel Service Delivery

Adhere to the Multichoice social media policy and the Multichoice Digital Care SOP’s
Interact with customer on multiple platforms(Inbound voice, outbound voice, Digital Platforms)
Drive customer usage by educating customers on self service and digital service platforms.
Proficiency in digital language(Live Chat, Social Media, Whatsapp and Email)

Department

Customer Care

Collaboration

Teamwork

Work within a team to deliver on performance objectives.
Support peers and provide expertise to help in sustaining good performance.
Share relevant product, system, process information with peers as and when required.
Foster healthy, productive working relationships with peers.

Training and Development

Ensure that skill & knowledge gaps are closed by participating in online learning.
Ensure that training on new products, services & processes is completed.
Attend relevant training from time to time to develop customer service skills.
Work on objectives of own Personal Development Plan as agreed with Team Leader.
Participate in self-learning to support all technical requirements of MultiChoice products.
Participate in self-learning to improve customer conversations around DStv content.
Participate in self-learning to uplift customer service & sales performance.
Take regular knowledge assessments and work with Team Leader to address gaps.
Take ownership of self-development and career progression, supported by Team Leader.
Performance

Meet set performance standards & KPIs.
Take ownership of own performance and partner with Team Leader to close gaps.
Regularly review own performance on the Reward & Recognition dashboards.
Take responsibility to highlight obstacles to Team Leader that impedes own performance.
Ensure that service levels are met by adhering to planned schedules & shifts.

Qualifications

A Matric Certificate or NQF 4 Equivalent

Experience

A minimum of 1-2 years Customer service experience
Sales Experience: Advantageous

Technical Competencies (List the key technical competencies)

Verbal and written communication
Sales techniques
Telephone etiquette
Product Knowledge
Policies and Procedures
Negotiation
Customer Service Oriented

Omni-Channel Team Leader

Designation:	Omni-Channel Team Leader
Category:	MultiChoice South Africa
Level:	Senior
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization

Join Africa’s most loved storyteller!
Location

South Africa

Purpose of the Position

To lead, coach and manage a team of Customer Services Consultants and ensure effortless customer experience, sales, and customer retention is enabled and maintained within an Omni-Channel context.
Key Performance Objectives

Tasks

Operational Leadership

Manage service levels on shift by ensuring adherence to planned schedules.
Resolve and/or escalate operational challenges that could impede on successful delivery of Customer Care objectives.
Work with agility to overcome operational problems that arise in-the-moment.
Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance.
Support Customer Care Managers on shift to drive efficient and effective operational performance.
Ensure that coaching, team meetings, training time (investment time) is planned by Workforce Planning for the team.
Ensure that investment time plans are followed and identify times outside planned investment time to allow for investment activity
Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of CSCs as required.
Ensure that facilities issues are logged & resolved.
Ensure that any health & safety incidents are reported according to the outlined processes.
Ensure that leave plans are in place and manage adherence to the leave plan and leave policies.
Ensure that CSC’s follow policies and procedures.
Analyse data and produce reports on team performance and outliers.
Customer Leadership

Ensure that all staff deliver what is expected of them with regard to customer service, sales, and customer retention targets.
Coach each CSC on customer contacts on a weekly basis using the set coaching & evaluation tools.
Participate in Team Leader service calibration sessions to align service coaching practices.
Ensure that corrective action is taken where people have failed to meet service standards.
Ensure that CSCs use the correct customer processes at all times.
Ensure that relevant escalation processes are adhered to.
Own & resolve escalated customer complaints from CSCs.
Coach CSCs on how to handle customer escalations effectively.
Ensure that CSCs meet all risk & compliance policy requirements.
Respond with agility to resolve any situation that arises that could compromise customer experience.
Escalate issues impacting customers or service delivery to relevant support areas – and follow up to resolution.
Ensure the proper & timeous communication of any changes that affect customer service.
Drive a culture of effortless customer experience and sales-through-service.
Drive down repeat contacts and drive up first contact resolution.
Ensure that the team is aware of and following processes related to customer retention.
Ensure that the team drives customer usage of self service and digital service platforms.
Ensure that customer service processes are available to all service staff.

People Management

Leadership

Serve through inspirational & motivational leadership of people.
Ensure that CSCs are well aware of their performance requirements & KPIs, and deliver according to these requirements.
Coach CSCs to enable them to effectively deliver on performance requirements.
Meet coaching targets as outlined in the Team Leader KPI document.
Ensure that Reward & Recognition programs are well known by the team.
Host weekly meetings with CSCs to provide business updates and communicate product, system, process changes.
Regularly engage with staff on their areas of concern & suggestions for improvement.
Ensure that staff feedback is formally shared with the Customer Care Manager.
Work with the Customer Care Manager to track and resolve people issues.
Provide regular feedback to the team on progress related to feedback on issues.
Manage misconduct, performance & all ER-related matters of staff.
Ensure that all ER cases are well documented, tracked and progressed timeously.
Create an environment that fosters teamwork and co-operation.
Communicate effectively, building and maintaining relationships across all levels.
Ensure consistent compliance to company policies and procedures.
Lead Change as required by the change management standards & processes.
Regularly attend & support Reward & Recognition activities.

Recruitment & Retention

Participate in the recruitment of CSCs
Select and place candidates in terms of agreed recruitment and selection processes.
Foster an environment where talented & high performing people are retained.
Maintain voluntary staff attrition levels to within required standards.

Training and Development

Ensure that skill & knowledge gaps are addressed through Coaching.
Ensure that training on new products, services & processes is done by all people.
Implement & maintain coaching standards & requirements.
Create and implement individual personal development plans for all people.
Coach people to be able to support all technical requirements of MultiChoice products.
Coach people to have competent customer conversations around DStv content.
Coach people to meet required customer service standards.
Ensure that people are trained and equipped to perform effectively.
Create & maintain a documented succession plan.
Ensure that people identified in the succession pipeline are trained for future roles.
Ensure that the Career Progression path is well known and understood by people.
Ensure that people are equipped to move through the Career Progression path.

Performance Management

Ensure that all HR procedures governing performance management are adhered to.
Create awareness of how Customer Care strategic objectives link to individual KPIs.
Ensure that a full understanding of performance requirements is created for all people.
Ensure that people in the team meet set performance standards & KPIs.
Conduct formal monthly reviews with CSCs on their KPIs.
Coach CSCs on identified performance gaps from KPIs to enable improvement.
Ensure that Customer Care’s performance management process is effectively implemented, and that consequence management is applied to address consistently poor performance.
Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
Manage misconduct timeously and according to the defined HR & ER processes.
Review daily, weekly & monthly individual and team performance reports and ensure that performance gaps are coached on immediately.
Create awareness and drive the usage of Reward & Recognition dashboards by people.
Provide a portfolio of evidence at regular intervals of own and team performance.
Take responsibility to remove obstacles that impede people’s performance
Operational Project management

Work with Customer Care Manager and contribute to deliver on projects related to the Customer Care 90 Day Plans.

Qualifications Essential

Grade 12
Regulatory Examination Certificate

Qualification Preferred

Diploma in Office Administration / Communication / Operations Management advantageous
FAIS Compliance
Experience

At least 2 years’ experience in a frontline service role.
At least 2 years’ People Leadership experience
Ability to multitask in a busy environment
Flexibility
Call Centre knowledge
Human Resources knowledge
Technical Competencies

Communication Skills (both verbal and written)
Attention to detail
Computer Literacy
Conflict Management
Quality Assurance
Coaching
Driving Change
Customer Service Management
Behavioral Competencies

Inspirational Leadership
Accountability
Teamwork
Delegation
Interpersonal Support
Perseverance
Motivating
Prioritisation
Analytical Thinking

Senior Manager Operations Connected Services

Designation:	Senior Manager Operations Connected Services
Category:	MultiChoice South Africa
Level:	Management
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization

Join Africa’s most loved storyteller!

Key Customers

Internal: Finance, EBS, Product Team, Customer Ops, CII, Program Office, Affiliated Departments; Employees

External: Installers, ICT Companies / Vendors

Location

South Africa, Johannesburg

Purpose of the Position:

Lead, develop and manage the Connected Services Operations function in South Africa.
Develops and implements operational installation management systems, procedures, processes, policies and best practices
To foster a superior Installer / customer installation experience within the Installer ecosystem which consists of the Installation system platforms and Installation Journey.
Overseeing the after sales customer support by ensuring quality on time Installations and customer experience. This will be achieved through the management of digital installation solutions, for automated installation work management, installation payments and reporting.
Work cross-functionally to deliver key strategic projects within Connected Services Operations. This will include having oversight over the scoping, development, implementation, and maintenance of automated Installation digital solutions to enable Connected Services to deliver on its KPI’s in the area of installations and Accredited Installer/agency support.
Ensure smooth functioning, collaboration and act as an interface to both key internal and external business stakeholders and the Connected Services Operations team. Stakeholders include and are not limited to 4-Sure, EBS, DStv Insurance, Forensics, Audit, Risk, and the Accredited Installer/ Agency channels, by facilitating the adoption and provision of Installation digital solutions.
To ensure Installers are paid timeously and correctly, through the daily management, coaching and guidance of a team of employees. In addition, use data analytics to proactively detect fraud and escalate cases of suspected installation voucher/ claim fraud through the correct channels.
Develop, maintain, manage and provides automation tools, analytics platforms and data to streamline operations installation management, Installer payments and enhance productivity.
Make complex business decisions using data, provide strategic and tactical direction from reporting analytics to support the evolution of our Accredited Installation systems and processes.
Drive a culture of continuous improvement and innovation across the Connected Services Operations team.
Key Performance Objectives

Tasks

Operations Delivery

Operations Management:

Develops and implements operational management systems, procedures, processes, policies and best practices
Oversees operational systems, processes, procedures and infrastructure while looking for opportunities of improvement or revision
Grow the efficiency of existing operations systems, processes and procedures to enhance and sustain Connected Services internal capacity
Locate bottlenecks and streamline existing processes
Perform quality controls and monitor KPIs
Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
Manage Installer escalations, provide resolutions and feedback within acceptable SLA’s
Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance. Ensure all monitoring technical resources are working and are optimal for the team to execute effectively
Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians.
Work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations
Develop proposals for fixing items escalated
Prevent disruptions by analysing escalations to the Operations Teams to predict larger potential problems
Handle any escalations that may arise and mediate effectively with all parties
Follow up and ensure all remedial actions required are carried through effectively
Work with EBS, 4-Sure etc. to prevent larger scale problems from occurring
Provides input to and works with EBS and 4-Sure to improve the time to resolve systemic issues experienced by Installers
Drive a culture of effortless customer experience and innovation
Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
Ensures the processes remain legally compliant
Assist in developing or updating standard operating procedures (SOP’s) for all business operational activities
Optimise, maintain and enforce the agreed standard operating procedure
Maintain accurate and clear documentation for operational procedures and activities
Develop risk and contingency reporting procedures / systems to ensure business continuity
Anticipates and tracks operational and tactical risks and provides strategic solutions
Addresses operational concerns and issues, monitors overall customer experience and satisfaction including addressing customer and installer issues and complaints in a timely manner
Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue
Raises and tracks issues and conflicts, removes barriers, resolves issues of medium complexity involving stakeholders and escalates to appropriate level when required
Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
Assesses a variety of situations and provides clarity to team and stakeholders
Identifies trends and assess opportunities to improve processes and execution
Plays a significant role in long-term planning, project status reporting, and implementing of change control processes
Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
Works closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
Establishes and maintains credible, professional relationships with internal and external stakeholders and external vendors
Solicits and responds to feedback while gaining commitment and support
Ability to conduct research for special projects, extract and analyse data, respond timely to inquiries, and present written/ oral briefings
Ability to work with details and time-sensitive issues
Good decision-making skills and response to high-pressure situations
Oversees and reports weekly, monthly, quarterly, and annual metrics
Manage and direct operations team to achieve business targets
Stays up to date on industry regulations, trends, and technology
Supports operational fraud risk and audit processes for the purpose of preventive maintenance
Development of power BI dashboards
Collect and package data into usable and user friendly management information for the relevant teams and stakeholders
Develop new reports, report formats and standards based on identified user requirements for the business
Analyse derived information to create value add understanding of insights and opportunities presented by the data set
Prepare customised reports based on identified requirements
Develop regular performance reports particularly related to needs of the business to aid performance measurement and management.
Continuously identify opportunities to automate reports and to eliminate duplicate and manual report production
Identify opportunities through which Analytics can assist in addressing these challenges, present these to relevant stakeholders and implement
Propose approaches to the business on monitoring measures or key performance indicators (KPIs) and ensure creditability of data received to support the measures or KPIs
Accredited Installer Management:

Oversee Installer Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPI’s. The programs should be digitized in-line with the broader organizational direction and focus.
Assist in the development of after sales Installation support strategies across Agency and Accredited Installer touch points
Identify and segment installer rankings / segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber.
Ensure each geographic market segment has a healthy installer-demand ratio.
Oversee and ensure Installer on-boarding documents are filed and accounted for.
Keep an Installer information database reflecting all the necessary demographic information as well as performance
Ensure Installers are accredited and they participate and attend to the required interventions to maintain their accreditation
Manage Installer accreditation / de-accreditation system on-boarding/off-boarding, communication and process, including blacklisting where necessary.
Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised.
Develop and track an installer allocation metrics, to identify gaps, trends etc for continuous improvement of the Installer Value proposition.
Develop and manage digital solutions for Installer support and reporting.
Manage and oversee installer work allocations, according to an agreed policy & program.
Manage and oversee the Installer Ratings and Rewards program
Develop and support strategies to improve after sales Installation support for devices and accessories in the Accredited Installer and Agency touchpoints.
Support complimentary business functions such as Payments, DStv Insurance and billing / account enquiries
Manage supplier SLA and MOU contract process
Define and communicate Warranty requirements for Approved equipment

Installer Payments and Validations:

Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
Oversee validations and payments of Installer and distributor claims
Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines.
Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments.
Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager.
Protect the company resources from abuse by any stakeholder
Draw reports and trends, comparing sales to Installer claims.
Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors
Analyse trends within the business data to reduce risks, optimise performance of the business and inform People Function decisions.

Digital Enablement and System Support:

Support strategy development of Installation digital solutions to help drive high quality Accredited Installations and great customer experiences in Connected Services.
To support the process of Accredited Installer digital services and app development in Connected Services
To contribute to the BRS and relevant business briefs for new solution development
Work with stakeholders to do development, UAT and launching of new digital enabled Installation services
To drive adoption and usage of the Connected Services digital Installation products.
To produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
Prepare an operational plan for the commercialization and operational management of these digital Installation services in field.
Detect and escalate in field faults, errors, bugs and technical issues.
Provide guidance on hardware requirements to support these digital Installation services.
Provide training to internal stakeholders on new digital Installation solutions.
Provide input into budgeting for development and maintenance for digital solution development.
Gain insight through firsthand interaction with Agencies, Installers, System integrators and consumers.
Maintain industry best practice

People Management

Supervise a team of agents to ensure effective daily operations management on Installation and Installer payments.
Provide operational support and guidance to staff.
Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
Manage work allocation for staff.
Coach and mentor team members on a daily basis on how to improve their own productivity and use of Multichoice’s processes and systems.
Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
Establish and maintain a succession plan for the team.
Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
Review leave plans in place and make recommendations to the line.
Work in compliance with company policies and procedures.
Ensure team follows standard operating procedures for all operational functions.
Inspiring and motivating employees to perform at their best through positive encouragement and performance incentive initiatives.
Ensure that training on new solutions, services & processes is done by all staff internally and by Installers externally.
Qualifications

Degree in Business Management /Operations Management / Information Technology or a related field
Certification in Power BI – development, management, support and analysis
Certification in SQL and database
Post Grad Degree an added advantage

Experience

A minimum of 5 – 8 years’ work experience in a business operations environment
A minimum of 5 – 8 years’ prior management and supervisor experience
A minimum of 3 – 5 years prior experience in data visualization tools – Power BI
Expertise in data models, data warehousing, data mining and data modelling. Includes the development, support and maintenance of BI reporting dashboards in line with the data model; metadata repository and business intelligence analysis for strategic and operational support
Experience with SQL for data extraction and manipulation advantageous
Knowledge of Data Analysis Expressions (DAX) for creating calculations
Confident and effective communicator that is able to communicate and influence at all levels, both internally and externally
Excellent interpersonal communication and organizing skills to coordinate project activities
Ability to negotiate and influence decisions on tactical and strategic direction
Experience implementing policy regulations and operational procedures that promote organizational efficiency and internal controls
Proven track record in managing multiple complex and significant projects
Proven experience in the use and management of change within a corporate environment
Proven experience of leading and managing a team of technical specialists dealing with external and internal customers
Proven experience in working with a technical team in developing and designing ICT solutions / systems and the implementation and management of ICT solutions / systems in large organizations
Excellent demonstrable and practical understanding of service management techniques to ensure that implementations meet business needs
Thorough understanding and experience in ensuring that the incident and problem resolution processes feed into the strategic change management, business continuity, configuration and availability of management processes
Proven experience in a user support environment – ability to negotiate Installer support and digital solutions support requirements
Highly skilled in conflict management and business negotiation processes
Previous experience working with accounts payable an added advantage
Previous experience working with fraud risk an added advantage
Proven experience in managing the negotiation, awarding and monitoring of contracts
Excellent staff management and resource planning skills
Experience in working efficiently in high pressure situations
Excellent documentation and written skills
Excellent data analytics and reporting skills
Excellent MS Excel skills
Technical Competencies (List the key technical competencies)

Operations Management and efficiencies
Decision Making
Effective Communication
Stakeholder Management
Project Management and Planning
Process Management
Service delivery Operations Management
Business Analytics
System Analytics
Data analytics and Processing
Finance / Budget Management
Accounts Payable – monitoring and management of financial processes
Human Resource Management
Conflict Management / Problem Solving
Change Management
Risk Analysis
Policy Creation
Service Level Management
Behavioral Competencies (List the key behavioral competencies)

Leadership
Detail Oriented
Deadline Oriented
Accountability
Communication
Teamwork
Delegation
Collaborates
Builds and maintains strong relationships
Perseverance
High stress tolerance to a high pressure driven environment
Agility
Customer Centric / Customer Service
Sense of urgency
Analytical Thinking
Motivating
Prioritisation
Problem solving
Scheduling and Time Management
Mindfulness

Senior Manager: Digital Delivery

Designation:	Senior Manager: Digital Delivery
Category:	Technology
Level:	Senior
Closing date:	07 Nov 2024
Position Type:	Permanent
Location:	MultiChoice Technology

Job Description:
The Organization

The Video Entertainment segment of Naspers is a broad-based multinational media group headquartered in South Africa and Dubai with principal operations in pay television and video entertainment. The group operates in almost 50 countries in Africa. Its holding company, Naspers, is listed on the Johannesburg Stock Exchange (JSE) and has an ADR listing on the London Stock Exchange (LSE). International investors account for around 50% of its shareholder base.

An African platform operator, Video Entertainment’s expertise lies distributing media products, creating media content and selling advertising. Its key areas of operations are:

Pay Television: direct-to-home satellite and digital terrestrial television services; and
SVOD: subscription video on demand services across multiple online platforms with a focus on library and local content in developing markets
Operating in the majority of African countries, Video Entertainment is the leading Pay TV provider in most of the key African markets. Its strategy is to offer the best local and international content across multiple platforms to customers wherever they are.

The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce. Over the years Video Entertainment has built a successful track record of identifying trends early, adapting them for the markets in which it operates and leveraging them to maximum advantage. The group generates revenues mainly by collecting subscription fees, with a moderate contribution from advertising revenue. Its key objectives are to:

Build its Pay TV and SVOD subscriber base
Focus on investment and technology
Maintain a local approach
Provide quality service
Attract innovative and motivated employees
Key Customers

Business Relationship Manager
Software Architect
Software Developers
Tools Team Customers
Video Entertainment group
Location

Johannesburg, South Africa

Purpose of the Position: The Senior Manager: Digital Delivery is responsible for leading the execution and delivery of all digital initiatives across the organization. This role ensures the seamless integration of digital projects, from concept to launch, across various platforms including web, mobile, and other digital touchpoints. This role also focuses on optimizing delivery processes, fostering cross-functional collaboration, and driving continuous improvement to enhance the overall customer experience and business outcome

Key Performance Objectives

Tasks

Operational Delivery

Oversee the planning, execution, and delivery of digital projects, ensuring alignment with business objectives.
Manage the full project lifecycle, from ideation to launch, including scope, budget, timelines, and resources.
Ensure that digital initiatives meet quality standards, are delivered on time, and align with the overall digital strategy.
Collaborate closely with Product Owners, Product Managers, the Senior Manager: Product, and the Head of Digital Channels to align project priorities and objectives.
Work with the Head of Solution Development and the development teams to ensure technical feasibility and resolve any technical issues.
Foster effective communication and collaboration across departments including UX/UI design, development, marketing, and customer experience teams to ensure the smooth execution of digital initiatives
Strategic Delivery

Manage the portfolio of digital programmes and projects.
Manage execution of product strategy and roadmaps through effective co-ordination with the relevant platform and project office teams both inside and outside of the Group Digital (GD) division.
Own product feature roadmap demand management and prioritization; Ensure that prioritization parameters are in alignment with, and balances, the overall Group Digital, MCSA and MAH business strategic objectives.
Drive customer centric solution delivery.
Collaborate and align with Marketing and Communications teams on marketing of new features prior to deployment (go to market strategies).
Stakeholder Management

Regularly engage with senior stakeholders to provide updates on digital project progress, challenges, and opportunities.
Manage expectations around project timelines, resource constraints, and delivery challenges.
Act as the primary point of contact for all digital delivery-related matters, ensuring clear and transparent communication across all levels of the organization.
Track and report on the performance of digital projects, using metrics and KPIs to measure success.
Analyze project outcomes and provide insights to improve future digital delivery efforts.
Prepare and present project performance reports to senior leadership, ensuring data-driven decision-making.
Benchmarking & Governance

Proactively identify and manage risks across digital projects, ensuring appropriate mitigation strategies are in place.
Resolve project issues as they arise, ensuring minimal disruption to timelines and objectives.
Maintain a clear escalation path for high-risk or high-impact issues, ensuring they are addressed promptly.
Continuously review and optimize digital delivery processes to improve efficiency, reduce bottlenecks, and enhance agility.
Implement best practices in digital project management, ensuring the team adheres to agile methodologies and other modern project management frameworks.
Drive the adoption of tools and technologies that enhance digital delivery and streamline workflows.
People Leadership

Oversee the activities of the team to ensure effective delivery of business outcomes
Develop a high performing team by embedding formal performance management process using performance management systems and informal coaching
Encourage frequent knowledge sharing between team members
Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources
Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
Build a strong succession pipeline to ensure business continuity
Qualifications

Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field
Experience

Minimum 8-10+ years of experience in digital delivery, project management, or related roles.
Proven experience in managing large-scale digital projects across multiple platforms
Competencies (List the key competencies)

Strong leadership and team management skills, with experience leading cross-functional teams.
Ability to inspire and motivate teams to deliver high-quality results under tight deadlines.
Understanding of modern digital platforms, web and mobile development processes, and cloud technologies.
Proficiency in project management tools (e.g., JIRA, Trello) and methodologies (Agile, Scrum)
Strong communication and stakeholder management skills, with the ability to present complex information clearly to both technical and non-technical audiences.
Excellent negotiation and conflict resolution skills
Behavioral Competencies (List the key behavioral competencies)

Relationship Building
Conflict Resolution
Strategic thinker
Analytical mindset
Attention to detail
Persuading & Influence

Senior Operations Specialist (DStv Internet)

Designation:	Senior Operations Specialist (DStv Internet)
Category:	MultiChoice South Africa
Level:
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.

Join Africa’s most loved storyteller!

Key Customers
Internal: BTD, IT, Customer Care, Commercial Sales, Finance, EBS

External: Customers, Technology providers

Location
Randburg, South Africa

Purpose of the Position:

Ensures the efficiency and effectiveness of the end-to-end internet operations. This role involves analyzing current processes, identifying areas for improvement, and implementing solutions to enhance productivity, quality, and customer satisfaction. The role will participate in key projects and provide guidance and support to other support team members on the internet.

Key Performance Objectives
Tasks
Process Improvement & Operational Support
Analyze existing Internet operational processes to identify gaps, inefficiencies or bottlenecks.
Develop and implement process improvements to enhance productivity and reduce costs.
Collaborate with cross-functional teams to ensure smooth integration of new processes.
Monitor the impact of process changes and adjust as necessary.
Provide guidance and support for Customer Operations and well as other support teams within the organization.
Assist in resolving complex operational issues that arise in day-to-day activities.
Act as a liaison between operations and other departments to facilitate effective communication and collaboration.
Support the implementation of new technologies or systems that enhance operational capabilities.
Eliminating & Preventing Disruptions
Perform trend analysis to identify systemic issues experienced by customers.
Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support.
Develop proposals for fixing items escalated.
Analyze escalations to Product support team to predict larger potential problems.
Work with EBS, Finance, BT etc. to prevent larger scale problems from occurring.
Performance Monitoring and Reporting
Develop and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
Prepare regular reports on operational performance, highlighting areas of success and those needing improvement.
Use data analytics to identify trends, patterns, and insights that can drive strategic decision-making.
Present findings and recommendations to senior management in a clear and actionable manner.
Quality Assurance/ Training and Compliance
Ensure that internet operations comply with relevant regulations, standards, and company policies.
Implement and maintain quality assurance processes to guarantee high standards of service delivery.
Conduct regular audits to verify compliance and identify areas for improvement.
Work with the training team to develop training programs to ensure that staff are equipped to support customers on internet related items.
Qualifications
A bachelor’s degree in any service related qualification
A Post Graduate qualification will be advantageous
Experience

A minimum of 5 – 8 years’ work experience, in a technology; telecommunications-related environment
Familiarity with various internet service providers, technologies, and equipment.
Experience diagnosing and resolving complex technical issues.
Strong understanding of internet protocols (TCP/IP, HTTP, DNS) and networking concepts.
Ability to manage technical projects and coordinate with cross-functional teams.
Technical Competencies

Technologies
Research
Experiment design
Stakeholder Management
Monitoring and Evaluation
Excellent Communication skills (verbal and written)
Reporting
Project Management
Incident Management
Service Optimization
Data Analytics
Process Improvement
Behavioral Competencies
Accountability
Teamwork
Delegation
Interpersonal Support
Perseverance
Motivating
Prioritization
Analytical Thinking
Relationship Building
Conflict Resolution
Decision Making
Critical Appraisal
Holistic Thinking
Persuading & Influence
Coaching

Senior Product Manager (Internet)

Designation:	Senior Product Manager (Internet)
Category:	MultiChoice South Africa
Level:	Senior
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Join Africa’s most loved storyteller!
Location
Randburg

Purpose of the Position:

The Senior Manager: Product owns the vision, delivery and in life management of our Connectivity Products – currently Internet (FLTE) and Mobile. It is a pivotal role within the Group identifying and setting priorities for the Product, and working with technology, sales and marketing, strategy, finance and operational teams to deliver positive business outcome for FLTE and Mobile products.

Key Performance Objectives

Tasks

Product Management
Set out and keep up to date the Vision for Connectivity Products
Create and manage the Product Roadmap in close collaboration with Chief Strategy Officer and Exec Head of Product
Work with strategy, research, CX design, and other teams to identify key customer needs and business objectives
Work with GTM teams (CVM, marketing, sales, Customer Care etc.) to ensure effective promotion and sales to deliver agreed business targets
Approve offers and campaigns set out by GTM targets
Coordinate with finance and strategy to ensure profitability of products is managed effectively
Product Development and enhancement
Monitor customer response to our product with research and insight teams, as well as through operational touchpoints (call centers, stores etc.)
Make recommendations for improvement and enhancement, together with business case for investment and payback
Work with Technology teams to manage and ensure roadmap delivery
Leverage PMO and BA resource to manage to plan
Stakeholder Management
Establish position in the Group as the go-to Product subject matter expert with respect to Connectivity Products
Attend and collaborate in cross-functional meetings and governance to ensure business priorities for Connectivity Products are met – working alongside EHOD Product
Work with senior executives and decision makers to agree priorities, including group technology, PMO, external stakeholders, partners and vendors, customer experience and operations team.
People Management

Currently no direct reports – but will be kept under review
The Role manages delivery of product objectives within the Customer Group of MCG (vs having a separate delivery team) – leveraging wider team members
Strong EQ and influencing skills are essential to ensure delivery across the organization
Qualification
Post graduate degree in Business Science, Computer Science or Engineering, Information Design, or a related discipline.
Experience

8-10 years’ experience in product management, growth marketing, or a similar function
Deep understanding of and experience of working in the telecommunications sector (mobile/data ideally)
A deep understanding of customers and the ability to meet their needs through technology solutions are essential
Effective problem solving and analytical skills with the ability to work with data, metrics and experimentation
Experience working cross functionally to deliver positive business outcomes
Experience in managing C-Level expectations, and ability to comprehensively present roadmaps and status updates to this group
Technical Competencies

Product Development Strategies
Product Management Capabilities
Growth Marketing Principles
MNO / MVNO market understanding
Behavioral Competencies
Relationship Building
Decision Making
Strong organizational skills
Persuasion and Influence
Ability to manage a virtual team
Must have South African market acumen
Good communicator
Conflict Resolution
Decision Making
Critical Appraisal
Holistic Thinking

Senior Specialist CVM (DStv Internet)

Designation:	Senior Specialist CVM (DStv Internet)
Category:	MultiChoice South Africa
Level:	Senior
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organisation

Join Africa’s most loved storyteller!

Key Customers

External

DSTV customers
3rd party service providers
Creative and advertising agencies
Internal

Strategy division
Centre of Insights and Information division
Marketing division
Sales Division
Finance division
Group General Managers
Customer Service team
Location

South-Africa, Johannesburg, Randburg

Purpose of the Position:

Supporting in driving growth and revenue for the Dstv Internet business by implementing and managing CVM campaigns that capture high levels of customer value and reduce churn through lifecycle management.
The role will actively leverage customer data to personalize offers and campaigns fostering deeper customer engagement and retention.
Key Performance Objectives

Tasks

Strategic Base Management

On-going development and implementation of customer value management programmes for DStv Internet ensuring value increase of the base through effective lifecycle management.
Manage the customer communication programmes across multiple mediums: Email, SMS, MMS, DM, WhatsApp and track and measure performance and impact.
Ownership of the DStv Internet communication execution, planning and improvements.
Manage customer profile, data quality and integrity for relevant segment.

Campaign Planning and Management

Ensure ongoing DStv Internet CVM activity and drive a pro-active and coordinated approach to DStv Interne CVM.
Identify customers at risk of churning (cancelling service) and develop strategies to win them back.
Ensure all campaigns are delivered on time, within budget and are a key driver in influencing customer behaviour and driving retention.
Lead the campaign management process from defining campaign KPIS, designing campaign, provide campaign briefs to agencies, ensuring execution and reporting on overall performance.
Foster knowledge management by aligning the campaign management process with CVM planning and execution requirements.
Liaise with digital agencies, 3rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.

Analytics, Reporting and Budgeting

Work with the CII (Centre of Intelligence and Insights) and digital agency to provide in-depth and regular analysis of campaigns.
Analyse and identify trends and gaps, recommend appropriate action to proactively leverage on opportunities and/or mitigate risk as well as enhance the effectiveness of engagement activities.
Analyse churn data to understand reasons for customer dissatisfaction and recommend solutions.
Manage the customer engagement metrics for DStv Internet.
Stakeholder Management

Liaise with key counterparts and stakeholders in other areas like CII and Marketing to ensure that the appropriate data is available to enable campaigns, provide sizing of opportunities and make visible any potential considerations or threats to successful execution.
Communicate effectively with stakeholders to ensure alignment on CVM goals and strategies.
Maintain sound relationship with regulatory, legal and administration to ensure compliance with external requirements.
Produce communication briefs outlining the communication strategy and supervision of execution from agencies, with the support of the marketing team.
Monitor and assess campaign effectiveness and identify ways to improve activities.
Keep account of the allocated budget and ensure all expenditure has justifiable value add for DStv Internet.

Qualifications Essential

Degree in Marketing, Business or related field
Qualification Preferred

Post Graduate Degree in Marketing, Business or related field advantageous

Experience

A minimum of 5-8 years’ in customer value management experience or similar
A minimum of 3 years of customer value management experience
2+ years of management experience

Technical Competencies

Customer Value Management
Data and Report management
Project management
Financial Management/Budgeting
Commercial Acumen
Stakeholder Management
Campaign Management and Optimisation
Customer Relationship Management
Customer Journey Mapping
Marketing Automation
Customer Segmentation
Churn & Propensity Modelling
Customer Analytics
Experimental Design and A/B Testing
Behavioural Competencies

Relationship Building
Conflict Resolution
Decision Making
Critical Appraisal
Holistic Thinking
Persuading & Influence
Coaching

Senior Specialist Demand Planning

Designation:	Senior Specialist Demand Planning
Category:	MultiChoice South Africa
Level:	Senior
Closing date:	05 Nov 2024
Position Type:	Permanent
Location:	MultiChoice City

Job Description:
The Organization

Join Africa’s most loved storyteller!

Key Customers

Internal: Key Account Managers, Regional Sales Operations, Finance, Warehouse and Distribution, Enterprise Business Solutions

External: Decoder and Accessory vendors and suppliers

Location

South Africa, Johannesburg, Randburg

Purpose of the Position

To provide reliable forecasts in terms of sales and procurement requirements that allows the company to correctly predict customer demand and provide its supply chain with the appropriate information to plan how to meet that customer demand to enhance profitability for a given channel or product.
Responsible for administering the Supply Chain management process
Key Performance Objectives

Tasks

Demand planning

Manage and execute demand planning for the business for devices and accessories working with key account manager to prepare run rate documents (how much stock to buy, sell, inventory levels on hand)
Calculate and determine demand forecast at multiple levels which incorporates current and accurate market information that allows the company to correctly predict demand and provide its supply chain with the appropriate information to plan how to meet that customer demand
Manage and execute demand planning for the business for devices and accessories working with key account manager to prepare run rate documents (how much stock to buy, sell, inventory levels on hand)
Research and identify demand drivers, relevant market-related data and competitive intelligence that feed into demand planning and forecast
Highlight gaps in the demand plan and implement necessary actions
Facilitate and manage demand planning/customer meetings
Provide input to volume planning
Develop a more permanent digital cloud-based solution for supply chain planning and innovate the demand process
Collaborate with Finance to ensure that demand planning is in line with business financial targets
Forecasting

Review historical sales trends and prepare forecast data
Develop statistical forecast models (excel models) and evaluate forecast results
Validate sales forecasting against seasonal marketing calendars
Provide input for sales budgeting in accordance with demand and forecasting
Accumulate sales demand and sales forecast into supply chain management document
Refine systems and methods to continually improve forecasts so that the company can better anticipate customer needs
Coordinate cross-functional research activities to reconcile significant variances and refine the forecast model to reflect updated sales and marketing assumptions
Monitor activities once started and highlight variances where they differ from the sales forecast and identify potential service issues or wastage issues
Inventory Management

Provide input to the supply planning in developing inventory strategies on existing items, new products, and product phase-outs.
Track and update purchase orders and deliveries
Track and verify warehouse inventory levels
Monitor activation rates
Responsible for SAP inventory administration and integration elements with group entities
Reporting

Help report and measure sales report performance
Prepare and maintain relevant reports pertaining to demand planning process
Provide timely and accurate reports in accordance with business and management requirements
Stakeholder Relations

Improve relationships among internal stakeholders, which will lead to effective knowledge sharing and an optimal consensus forecast to better guide the company
Work closely and build close relations with customer supply chain contacts to deliver optimum product availability
Provide specialized and technical support to internal and external stakeholders to ensure achievement of functional and organizational objectives
Qualifications

A Degree in Supply Chain Management, Planning or Analytical statistics

Experience

A minimum of 5-8 years demand planning
Retail or supply chain planning
SAP inventory management experience preferably at a Super User level
Proficiency in statistics, forecasting and forecasting methods with an understanding of their financial and operational impacts
Strong experience in Demand and Supply Planning
Technical Competencies

Demand Planning
Forecasting
Financial management
Facilitation skills
Inventory Management
Strong negotiation skills
Strong computer skills with advanced proficiency in MS Excel data visualization and PowerPoint
Analytical skills
Research and data gathering skills
Vendor management
Supply Chain Management
SAP inventory management skills
Behavioral Competencies

Relationship Building
Conflict Resolution
Problem Solving
Decision Making
Critical Appraisal
Holistic Thinking
Persuading and Influence
Coaching

Senior Specialist: Automation QA Engineer

Designation:	Senior Specialist: Automation QA Engineer
Category:	Technology
Level:	Senior
Closing date:	07 Nov 2024
Position Type:	Permanent
Location:	MultiChoice Technology

Job Description:
The Organization

An African platform operator, Video Entertainment’s expertise lies distributing media products, creating media content and selling advertising. Its key areas of operations are:

Build its Pay TV and SVOD subscriber base
Focus on investment and technology
Maintain a local approach
Provide quality service
Attract innovative and motivated employees
Key Customers

Business Relationship Manager
Software Architect
Software Developers
Tools Team Customers
Video Entertainment group
Location

Johannesburg, South Africa

Purpose of the Position: The Automation QA Engineer is responsible for designing, developing, and maintaining automated test scripts and frameworks to ensure the quality of software products. This role focuses on reducing manual testing efforts by implementing automated solutions and working closely with the development and QA teams to deliver robust and reliable digital products.

Key Performance Objectives

Tasks

Operational Delivery

Support an agile team in analyzing, designing, building and testing high quality software that meets and exceeds our customer expectations
Create, review and perform functional and nonfunctional, integration, regression, system, smoke, sanity, performance tests and test strategies
Submit, verify and track defects, documentation and test results
Create and/or modify automated tests
Develop tools and scripts to assist with activities
Create and maintain reusable components and libraries
Manage multiple projects concurrently
Create and manage test environments
Test Automation

Design, implement, and maintain automated test scripts to validate the functionality, performance, and security of applications.
Develop automation frameworks that can be used across various platforms, including mobile apps, websites, USSD, and WhatsApp instances.
Identify opportunities to reduce manual testing through automation and streamline testing processes.
Execute automated test cases, analyze results, and report findings to the QA and development teams.
Ensure that automated test suites are integrated into the CI/CD pipelines to ensure early detection of defects.
Collaborate with developers to address issues identified during testing.
Benchmarking & Governance

Technical coordination and negotiation with all internal and external stake holders on new product development, feature request roadmap, bug rating and impact assessment on complete MCG infrastructure were applicable.
Ability to explain the big picture and complex technical issues in a way that non-technical people may understand.
Demonstrate comprehensive knowledge of hardware, software, application, and systems engineering across MCG infrastructure.
Work with the QA Manager and development teams to define and implement testing strategies for new features and products.
Maintain comprehensive documentation of test cases, scripts, and results to ensure traceability and accountability
Qualifications

Bachelor’s degree in Computer Science, Information Technology, or a related field
Experience

Minimum of 5 – 7 years’ experience in software testing with increasing levels of responsibility
3+ years of experience in QA automation, with a strong understanding of automation tools (e.g., Selenium, SoapUI, Appium, Cypress) and testing methodologies
Experience setting up and working with automation frameworks such as Selenium.
Technical Competencies (List the key technical competencies)

Strong knowledge of scripting languages (e.g., Python, Java) and CI/CD tools (e.g., Jenkins
Experience in testing desktop, server and web applications
Strong knowledge of relational databases
Strong knowledge of the software development process – including but not limited to Agile development methodologies
Software debugging/troubleshooting
Experience in functional, integration, and performance testing, with a focus on automation
Experience with quality measuring tools such as SonarQube
Experience in functional and nonfunctional testing
Experience with GIT source control
Can create and manage test environments
Experience in MS SQL DBMS
Experience with MS Profiler, SoapUI, JMeter
Behavioral Competencies (List the key behavioral competencies)

Relationship Building
Conflict Resolution
Decision Making
Critical Appraisal
Holistic Thinking
Persuading & Influence

Click here to apply

All the best with your applications.

The post Multichoice Vacancies appeared first on Vacancies with Collen.

Treasury Analyst

Customer Care Manager (DStv Internet)

Omni-Channel Relationship Consultant

Omni-Channel Team Leader

Senior Manager Operations Connected Services

Senior Manager: Digital Delivery

Senior Operations Specialist (DStv Internet)

Senior Product Manager (Internet)

Senior Specialist CVM (DStv Internet)

Senior Specialist Demand Planning

Senior Specialist: Automation QA Engineer

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