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To reshape Financial Services in MTN Liberia through the strategic expansion of Financial Services.

The General Manager, Financial Services will be responsible for defining and implementing the Financial Services strategic and financial objectives by driving usage penetration and improvement of operational performance to meet consumer satisfaction and the overall business strategy.

The General Manager, Financial Services reports to the CEO. The positions will interface with the MTN CI stakeholders, Group Management Services stakeholder to ensure effective and efficient operations.

Strategy Development and Implementation

• Deliver business goals set by EXCO and in accordance with overall MTN Liberia strategy.
• Ensure the development of Financial Services in general and Mobile Money in particular follows a strategic growth plan, with the provision of a clear direction and structure.
• Promote a ‘MTN centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance.
• Provide overall direction for Financial Services by analysing changes in the competitive landscape, analysing trends, costs, forecasts and implementing them into the business plan.

Staff Leadership and Management

• Source, induct and nurture talent in accordance with MTN guidelines.
• Ensure open communication channels with staff and implement change management interventions where necessary.
• Provide definition of roles, responsibilities, individual goals and performance objectives for the team
• Set ‘SMART’ KPIs and provide regular performance feedback through a well-defined and implemented performance review program.
• Develop and implement a training plan to build and develop skills within the team.
• Performance manage resources in accordance with HR policy and legislation.

§ Actively participate in leadership team and develop skills of own team.

Governance

Adhoc, Operational and Tactical Meeting

• Set up / participate in adhoc and operational meetings.
• Participate and provide input into tactical meetings.
• Ensure regulations are always complied with, through management of regulators and the Central Bank

Escalations

• Manage and resolve escalations that have impact on critical path of service delivery.
• Escalate issues that will result in significant time, scope, employee/customer or cost impact if not resolved.
• Manage and provide solutions to issues that require formal resolution.

Opco Operational

• Set up and manage project status meetings; manage budgets.
• Ensure Financial Services business processes are implemented and used.
• Regularly review key risks with BRM to implement the right level of mitigation controls.
• Safeguard segregation of duties and separation of roles
• Sign-off / make decisions on operational change topics.

Performance

• Review performance of own staff against agreed KPIs
• Assess and monitor plan for continuous improvement

§ Review performance against agreed KPIs and review SLAs

§ Ensure alignment between SSH, Centre of Excellence, MTN Liberia and Group Management Service

Reporting

§ Report on a regular basis to the CEO about progress made and potential issues, all in accordance with the measurement metrics set by MTN Liberia

§ Develop and produce daily, weekly, monthly, quarterly and annual reports as and when required

§ Report on an adhoc basis on specific management requirements as and when necessary

§ Track daily performances and achievements against targets and KPIs. Report to top management and team to improve strategy implementation.

Budgets

§ Manage Financial Services budget in line with business objectives.

§ Make sure to operate within budget and that operations are cost-effective, in line with a least cost operating strategy.

§ to operate within budget and that operations are cost-effective, in line with a least cost operating strategy.

§ Develop business case and motivate for additional budget and resources when required!

Operational Delivery

§ Expand and manage the distribution and merchant network

§ Ensure that products and services of the highest quality are put on the market as early as possible.

§ Manage the marketing team towards customer usage and awareness goals, while providing guidance and support as per the business strategy

§ Scan the market for new acquisition opportunities of business users

§ Develop financial and mobile money ecosystem in local country through strategic partnership.

§ Manage overall financial performance of each product and commercial expenses by analysing and controlling financial reports, creating, and administering commercial budgets.

§ Evaluate operational processes for the Financial Services business area and improve opportunities to promote a customer focused culture.

§ Direct responsible individuals to control and supervise the annual consumer growth and revenue per category.

• Ensure that SLAs agreed to Financial Services Go-To-Market regarding agent creation, agent modification and commission payments are complied with.
• Liaise and support the technical team to manage the platform performance, upgrades, and other modifications.
• Ensure the subscriber acquisition is met by launching attractive commercial offers.
• Ensure daily, weekly, and monthly reports exist for all relevant activities, trends, revenues, and costs in the Financial Services structure.

Managerial / Supervisory Responsibilities

§ Coach and mentor direct reports to ensure staff motivation is high.

§ Ensure skill transfer for staff development, motivation, and business continuity.

§ Guide and direct suppliers and third parties in achieving Opco objectives.

§ Identify staff training and development needs and implement necessary actions.

§ Get strongly involved in the development and execution of all training programs, to meet the needs of the customer and the organization.

§ Recruit, develop and retain human resources to maximize potential.

§ Manage team (including recruitment, on-boarding, attrition)

§ Set goals and objectives for direct reports, monitor progress, and maintain motivation.

§ Provide an advisory function on governance and best practices in client experience.

Role Dependencies

§ Active support from the Group and Opco management

§ MTN Policies and Procedures

Stakeholders Landscape:

Internal Stakeholders: Interaction and Relationship

§ Group Exco

§ CEO

§ CFO

§ CMO

§ CTIO

§ Legal

§ BRM

§ Group Financial Services

§ Group Technology

External Stakeholders: Interaction and Relationship

§ Vendors/Distributors

§ Suppliers

§ Government bodies

§ Advertising Agencies

§ Media

§ Financial Institutions

§ Minimum of 4-year tertiary qualification in Finance, Administration, Engineering or Marketing

§ MBA or master’s degree

Training /Certifications

§ Any mobile money-related training is preferred.

Industries

Telecommunications (Mobile Money, Marketing) / FMCG / Distribution Management agencies

Global Experience Standards

§ 8 -10 years’ experience in Operations Management

§ 5 years’ experience in a senior management role for a multinational company in telecommunications or mobile financial services

§ Experience in customer data and field visit experience to manage the day-to-day growth of the business.

§ Experience in expanding and managing the distribution of a mass market product or service.

§ Demonstrated experience in building a business from the start and managing the business and team through the growth lifecycle.

§ Worked across diverse cultures and geographies advantageous Fluent in English and official language of country preferable.

§ Knowledge of risk and regulatory of the Mobile Financial Services industry

Must be a Role Model of ethical practices by living the MTN Live Y’ello Values of: Lead with Care; Can-Do with Integrity, Collaborate with Agility, Serve with Respect and Act with Inclusion:

Knowledge

· Ability to write comprehensive reports and communicate effectively with all levels of Senior Management, Government, Banking Officials, Academia, and the General Public

· Ability to establish policies, priorities to manage and evaluate projects.

· Good understanding of accounting/financial standards and principles and ability to resolve basic financial and accounting problems.

· Very good knowledge and presentation skills using MS Excel, MS PowerPoint, and other relevant software (for the purpose of analysing data and producing reports to Senior Management)

· Ability to develop comprehensive and detailed business case to drive the business and motivate proper budget allocation.

· Comprehensive knowledge of local Central Bank rules and regulations

· Comprehensive knowledge of payment ecosystem

· Product development, roll out and product performance management.

Skills

· Proven ability to lead and coach a team towards success.

· Excellent communication and presentation skills

· Strong determination to succeed.

· Appetite for innovation and continuous improvement

· Proven ability to think outside of the norm and present new ways of getting things done (innovation)

· Proven track record of being a team player.

· Project management skills

· Product and business development skills

· Ability to perform relevant data analysis to drive the business toward success.

· Results driven.

· Negotiation and influencing skills

Behavioural Qualities:

· Strategy Implementer

· Strategic Thinker

· Decisive Problem Solver

· Best Practice Value Creator

· Culture and Change Champion

· Guiding People Manager

· Relationship Builder

· Results Achiever

· Operationally Astute

· Field oriented

· Passion for e/m-commerce and mobile business

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