Job Description

MTNs purpose is to enable the benefits of a modern connected life to everyone. The MTN Group Strategy is anchored in building the largest and most valuable platform business with a clear focus on Africa. This rests on a scale connectivity and infrastructure business – mobile and fixed access networks in the consumer, enterprise and wholesale segments.

Within the changing audit, regulatory and governance environment the role must ensure successful delivery in the context of:

• Diversifying telco-to-techno landscape

• Constant dynamics and local challenges in the economic, regulatory and legal environments and evolving industry ecosystems and revenue assurance landscape

• Industry benchmarking and compliance with global RAFM and audit standards

• Sophisticated fraud schemes, systems, evolving RAFM risks and omnipresent cybersecurity threats and attack and revenue leakage

• Fostering close collaboration with external and internal role players across multiple spheres of stakeholders who may, at times, have competing interests

• Maintaining high standards of governance, business integrity, ethics and professionalism that MTN operates within

• Driving growth through business intelligence and standardization to maximize business impact

• Multi geographic landscape and cultural context

• Management of demanding investor, customer, supplier and internal stakeholder expectations

• Enhancing MTN reputational position as a leading secure, reliable and safe network and system provider at OpCo level

• Assisting the MTN Board and EXCO in protecting the assets, reputation and sustainability of the organisation for MTN to accomplish its objectives

Organisational Mission: MTN’s vision is to lead digital transformation in Africa, ensuring widespread access to reliable, high-quality broadband services that drive social and economic development.

Organization Values: At MTN we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.

As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!

Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.

Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.

Lead with Care

Can-do with Integrity

Collaborate with Agility

Serve with Respect

Act with Inclusion

The Consultant: RAFM Service Operations role is responsible to achieve the following objectives:

Strategy Execution

• Support the operationalisation of the RAFM strategy across Group and OPCOs

• Contribute to the development and continuous improvement of RAFM operational frameworks and service models

• Align RAFM service operations with MTN’s business strategy and operating model

• Provide RAFM advisory support to business units and OPCOs

Operational Delivery & Control Frameworks

• Contribute to the design and implementation of RAFM operational control frameworks (primary, secondary, fraud controls).

• Input into technology enablement frameworks and RAFM systems architecture based on internal policies, best practice and continuous change in available technologies.

• Monitor industry trends and incorporate emerging risks and best practices into operations.

• Support the development of RAFM operational blueprints (processes, systems, infrastructure).

• Participate in requirements definition, evaluation, and implementation of RAFM technologies.

• Manage and support operational plan execution and performance reporting.

• Navigate complex regulatory and compliance environments (e.g., GDPR, PCI-DSS, telecom revenue- and fraud-related statutes) and ensuring adherence across Revenue Assurance activities

Service Provider & Performance Management

• Support governance and performance management of offshore service providers.

• Track and monitor operational performance against defined KPIs and SLAs ensuring that trends analysis is possible to improve performance data.

• Ensure service delivery meets expected quality, efficiency, and compliance standards.

• Participate in governance and performance review forums (monthly/quarterly)

OPCO Support & Business Assurance

• Provide guidance to OPCO RAFM teams on; primary and secondary controls, fraud prevention and detection, risk mitigation and leakage management and where possible as well as support the business with insights to implement appropriate controls.

• Support OPCOs in investigating significant risks and revenue leakages, including root cause analysis and remediation.

• Support the senior manager in recommending areas of improvements and driving the achievement of the OPCO Improvement Plan.

• Contribute to OPCO capability uplift, maturity improvement, and organisational effectiveness.

• Support delivery of strategic programmes and RAFM improvement initiatives, delivery of RAFM communication and awareness initiatives.

• Support the RAFM Communications Strategy delivery to create positive change in awareness and engagement levels of key stakeholders and OPCOs staff in supporting a revenue responsible organisation

• Drive stakeholder engagement and understanding of RAFM objectives and value.

• Promote a revenue assurance and fraud-aware culture across OPCOs.

• Assist with the awareness campaign delivery, ensuring delivery to time and quality requirements to OPCOs.

• Support the implementation of digital transformation programs (e.g., Automation, AI/ML use cases.

Audit, Risk & Compliance Support

• Support internal and external audit processes, including issue resolution and closure of findings.

• Contribute to risk identification, assessment, and mitigation strategies.

• Support the senior manager with issue resolution and close out of both external and internal audit findings through working with Assurance Excellence team to identify themes and a response strategy both at the Group and OPCOs.

• Ensure alignment to governance, regulatory, and industry standards noting deviations and creating plans to realign to required standards.

Customer Management

• Manage relationships with all customers and stakeholders, interacting with the Markets VPs Office and OpCo RAFM, obtaining information as appropriate and ensuring that all queries are responded to quickly and effectively.

• Participating actively in the Markets VPs monthly and quarterly reviews to drive the RAFM strategy.

• Provide Revenue Assurance and Fraud Management advice to all BUs and OpCo RAFM regarding RAFM operational developments and plans.

Key Deliverables

• Service excellence maturity

• Controls Tracker

• Performance Reports

Role Dependencies

• Understanding of the RAFM Strategy

• Active support from the Senior Manager

• Understanding of the respective technology and business contexts and the risks associated

• Intra-functional collaborations with Group Risk and Compliance

Education:

• Minimum 3-year Bachelor’s Degree – BCom (Information Systems or Informatics) or related

• Post Graduate Qualification – advantageous

• ISO (risk management, quality, services management and related) - advantageous

Experience:

• At least 5 years of experience in a complex, technology-oriented industry

• At least 3 years of RAFM operational experience is essential

• Experience in managing activities in a cross-functional business environment

• Intermediary level understanding of risk management and/or auditing principles

• Intermediary level understanding telecoms systems, architecture and technology experience

• Intermediary level understanding Legal and Regulatory business landscape and context

• Working experience in a Group company environment

• Experience in working under pressure and delivering under tight deadlines

• Experience working cross functionally with product, finance, network, compliance and BI teams; capable of translating technical findings into business focused recommendations

Key Technical knowledge:

• Risk and control framework, quality assurance reviews, and validation processes

• Core RAFM technical domain knowledge (e.g., leakage identification, fraud detection, and financial impact quantification)

• Proficient in Data, Analytics, and Reporting capabilities (e.g., RAFM Tools: Subex, Mobileum, RAMS and Data Visualisation Tools: Power BI, Tableau, Qlik, SAS, Python, SQL)

Capabilities:

• Strategy Implementer, Decisive Problem Solver, Best Practice Value Creator

• Culture and Change Champion, Guiding People Manager, Relationship Builder

• Results Achiever, Operationally Astute

Competencies and Skills:

• Organisational Awareness

• Business Acumen

• Data Presentation and Communication

• Strong Investigations Skills – preferably in the context of Technology

• Project Management

• Customer Focused

• Negotiation

• Report Writing