Manager - MFS Training and Processes at Orange Telkom

Role Purpose: To manage the systems, Products & Services training within the division Ensuring all Mobile Financial Services processes and procedures are well documented and are aligned to customers’, agents’ and merchants’ expectations.

Key Duties and Responsibilities

• Conducts training needs assessment by collecting information pertaining to work procedures, work flow, and reports; understanding job-specific functions and tasks.
• Designs training manuals by identifying and describing information needs; using available software programs to develop the training material; submitting initial versions for review; revising and editing final copy.
• Maintains safe and healthy training environment by following organization standards and legal regulations.
• Conduct training classes ensuring train the trainer methodology is used to disseminate all training material into the channels.
• Maintain the highest quality of service by establishing and enforcing organization standards.
• Evaluate the training requirements by evaluating the duties of the MFS job descriptions as well as team analysis of the MFS team. Maintains technical knowledge by attending educational workshops; reviewing publications.
• Undertake leadership in the tracking and follow up of all MFS training activities within the division.
• Maintain strong ties and consistent communication with HR, Customer, Agent and Merchant facing Departments, Technical and Marketing teams to capture appropriate commercial requirements and manage technical implementation and project timelines.
• Establish KPIs, conduct monthly performance evaluations and plan staff training and skills improvement.
• Document and continuously update the new & existing mobile financial services products and services processes and procedures.
• Comprehensively test all new products and services or changes to existing products and services
• Perform new product/service reviews to determine whether the internal staff are well informed on product and services as per defined procedures and provide documented recommendations.
• Timely documentation of all reviews made on mobile financial services processes and procedures after consultations with the necessary team heads and teams.
• Escalate to the Process Manager recommendations on identified gaps in the processes and procedures and on the procedures audit link.
• Timely submission of comprehensive reports to the HOD as defined from time to time within agreed timelines
• In liaison with the necessary workforce management team, provide weekly reports on staff training schedules on new/modified products and services prior to product/service launch.
• Carrying out comprehensive tests as per agreed timeframes.
• Ensure any process and/or procedure changes are communicated to the mobile financial services division within 24 hours of approval.

• Degree, Bachelor of commerce, Marketing, Project Management commercial focus preferred
• 3-5 years relevant experience in a managerial or specialist role within a Telecommunications or Financial Services environment, having being exposed to multiple disciplines.
• Relevant experience in product operation role within a product development environment, having being exposed to product development processes and support.

• Project Management – experience in documentation of project processes.
• Customer focused – passionate about delivery of results to internal and external customers
• Solid understanding of market, competitors, & customer.
• Strategically Oriented – solid understanding of the integrated set of products and services included within the MFS portfolio; able to identify opportunities and define and implement these opportunities.
• Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions, expert spread sheet skills a distinct advantage.
• Financial Management – develop and manage budgets, drive down costs wherever possible.
• Strong leadership skills.
• Presentation and communication skills – superior, both written and oral.  Experience in report writing