The Senior Manager Payments and E-Commerce is responsible for defining, managing and executing the strategy (product, operating model, acquisition, engagement, retention, experience) for OpCo, in order to expend its scope of business and services within the E- and M-commerce space through the development, deployment and management of disruptive and mass market E- and M-commerce solutions and products.

The role leads teams across the below four work areas:

• Products
• Seller segments
• Logistics
• Category

The Senior Manager Payments and E-Commerce reports to Chief Product Officer and is supported by managers and specialists. The role maintains liaison with Group Fintech Products & Services team, as and when required

Main Job Functions:

Strategy Development and Implementation

• Cascade the Group strategy to create sub-functional strategy aligned with the overarching business goals, under oversight of the Chief Product Officer
• Ensure effective implementation of the sub-functional strategy by means of providing direction, structure, frameworks, models, plans and roadmaps
• Oversee regular review of the sub-functional strategy and roadmap, under oversight of the Chief Product Officer, to ensure its alignment with the changing dynamics of the internal and external ecosystem
• Oversee regular review of the sub-functional strategy and roadmap, under oversight of the Chief Product Officer, to ensure its alignment with the changing dynamics of the internal and external ecosystem

Staff Leadership and Management

• Source, induct and manage talent in accordance with legislative guidelines
• Continually develop a culture of strong collaboration and effective team working

• 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 KPIs and provide regular performance feedback through a well-defined and implemented performance review program
• Develop and implement a training plan in order to build and develop skills within the team
• Performance manage resources in accordance with HR policy and legislation where necessary
• Actively participate in leadership team and develop skills of own team
• Promote a ‘Fintech centric’ and ‘partnership approach’ to develop strong relationships with other working groups and ensure adherence to Group governance

Governance

Strategic Meetings

• Participate and provide input in strategic meetings
• Provide inputs & drive OpCo wide transformation initiatives, elicit inputs from relevant parties
• Provide inputs to and ensure adequate risk mitigation and controls in the function
• Perform evaluation baseline of Service Level Agreements (SLAs) and KPIs
• Drive approval process from Chief Product Officer on new initiatives
• Dedicate relevant budget for internal projects, post sign-off from Chief Product Officer
• Drive preparation of proposal on change initiatives SLA, policies and procedures

Escalations

• Escalate issues that will result in severe time, scope, productivity, and cost or resource impact to Chief Product Officer team
• Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery

Function Tactical

• Closely monitor all projects initiated in the function
• Review and finalize objectives, targets and budgets for the function, under oversight of Chief Product Officer
• Review key risks, issues and dependencies and set mitigation actions, seeking guidance from the Chief Product Officer as and when required
• Develop and manage budgets, where required
• Sign-off / make decisions regarding tactical changes and where required seek sign-off from Management

Performance

• Monitor performance and alignment with overall OpCo strategy
• SLA approval and exception performance review

Reporting

• Report on a monthly basis to the Chief Product Officer relating to progress made within the function and in accordance with the measurement metrics set by the organization
• Report on an ad hoc basis on specific projects, as required

Budgets

• Manage sub-function’s budgets in line with business objectives, under oversight of Chief Product Officer
• Manage project initiative budgets in line with business objectives, under oversight of Chief Product Officer
• Ensure that the cost of operations are reduced, in line with a least cost operating strategy stemming from the business drivers, under oversight of the Chief Product Officer

Operational Delivery

Functional Leadership:

As the leader of the E-Commerce vertical, the role is accountable to:

• Monitor and align the direction, strategy and results of the vertical, collectively and as individual work areas in the OpCo, ensuring that the Group guidelines are duly complied with
• Lead and deploy an integrated solution development and problem-solving philosophy across the function
• Measure the impact and benefit of the sub-function to OpCo and in turn, Group FinCo and report the true-value metrics. Drive continuous improvement across all verticals
• Generate visibility for the true-value contributions of the sub-function within Group FinCo and Opco to drive greater service acceptance and adoption

Delivery Leadership:

• As the delivery leader of the E-Commerce vertical, the role is accountable for the following work area outcomes:

Strategy & Analytics, Budgeting, Data and Reporting

• Implement and oversee execution of policies, procedures and guidelines set forth by Product & Services team and ensure the team complies with the same
• Implement governance to manage the consolidated sub-functional strategy, budgets and financials, with guidance from Chief Product Officer
• Cascade the Group Fintech budget, analytics and reporting framework in the sub-function, in collaboration with the Chief Product Officer

E-Commerce Operations

• Cascade the product strategy from the Group Finco and build an OpCo customized product roadmap for the segment
• Lead the development of the  E-Commerce platform strategy in line with overarching divisional goals with emphasis on improving client experience and increasing revenue through E- and M-Commerce platforms
• Develop and implement plans to drive E-Commerce product adoption
• Cascade E-commerce solutions designed in the group to the OpCo and provide inputs for localization
• Design a loyalty solution and scheme to support the growth of E-Commerce
• Customize / localize E-Commerce solutions and products to support corporate and government requirements
• Lead and oversee the Seller Segments, onboarding of Sellers on the platforms and associated seller related processes
• Lead & oversee the seller value proposition in line with Group DigiFin guidelines
• Oversee and manage product category listing & management  on the E-commerce platform
• Lead and manage local E-commerce partners and relationships
• Manage & oversee local E-commerce partner revenue share agreements and associated billing and collections
• Oversee refresh of product listings & catalogues based on buying patterns & analytics
• Ensure E-Commerce solutions deliver the best user experience and value to every key stakeholder
• Manage and resolve escalations that have impact on critical path of service delivery
• Develop an operational playbook to drive E-Commerce and provide strategic guidance for its implementation
• Oversee the implementation of solutions for new products
• Support to develop and maintain the best value proposition to consumers in collaboration with the Commercial Operations team
• Manage the implementation of new products and services
• Manage the development and implementation of Go to market strategy to drive E-commerce growth, in collaboration with the Commercial Operations team
• Review and identify key risks, issues, and dependencies and set mitigation actions
• Manage negotiations, close deals and sell additional services to sellers etc
• Leverage on analytics, mobile data and mobile advertising to develop fit for purpose E-commerce solutions
• Ensure that appropriate processes and models are in place to drive traction and reduce players in the value chain
• Work closely with the other teams within Fintech and support functions to optimize the revenue generation opportunity and demonstrate strong ROI
• Ensure the creation and maintenance of high-quality relationships with all target customers
• Provide input into the development and implementation of short term and long-term sales plans for the organization
• Analyze organizational dynamics at the prospective customer and develop the most effective products and solutions
• Other tasks and duties, as assigned

Managerial / Supervisory Responsibilities

• Accountable for the morale, performance, and development of the function’s human capital
• Align function’s values with MTN Fintech brand values
• Approve work structure process before adoption by the team
• Coach and mentor direct reports
• Ensure assigned team is led, motivated, and rewarded to achieve KPA’s
• Ensure that coaching / mentoring programs and personal development plans are in place for all staff members
• Ensure effective management of diversity among personnel in the function
• Identify staff training and development needs and implement necessary actions
• Motivate and manage individuals to perform at the highest level, especially in terms of delivery and meeting target deadlines
• Possess the authority, presence, and integrity to command respect from colleagues and from external contacts
• Provide career development for direct reports (counselling, coaching, identifying key performance areas, career planning, and goal setting)

Job Requirements (Education, Experience and Competencies)

Education:

• Bachelor’s degree in Computer Science, Engineering, Commerce or a related field.
• An MBA or Masters in a related field will be advantageous

Experience:

• Minimum 5 to 7 years relevant experience in a similar position with at least 3 years in a managerial role
• Experience in E-commerce, Fintech, banking or is preferred
• Successful track record as a senior management professional in delivering exceptional E-commerce & Fintech products, business growth & financial results
• Experience working in a global/multinational enterprise with a good understanding emerging markets

Competencies:

Functional Knowledge:

• Good understanding of E-commerce platforms
• Good understanding of business process and technology
• Analysis and Evaluation
• Investigative and Reporting
• Complex Problem-Solving
• Social Perceptiveness
• Microsoft Office Suite
• Intelligence Gathering
• Product localization
• Offering and pricing
• Loyalty rewards design & operations
• Product operations
• Quality of Service
• Product Performance tracking

Skills

• Strategic thinking
• Business Acumen
• Analytical thinking
• Conflict management
• Continuous improvement
• Data interpretation
• Decision making