Manager – Risk Management (ERM)

Responsibilities:

• Collaborates with the Managers in Frontline areas in the calibration, development and communication of service policies, objectives, standards, processes, or initiatives to enhance service quality and consistency;
• Reviews individual IPF performance, quality implements MTN Zambia’s Risk Management strategies, frameworks, policies and procedures in line with the overarching business goals and ensures that the OpCo maintains and improves its Risk Management leadership positioning and reputation;
• Oversees risk assessments, evaluation of risks and mitigation of risks and ownership in all business units. Supports the business to implement effective risk registers that will enable the development and maintenance of an OpCo risk register;
• Identifies, consolidates, and reports anomalies, and common and future potential risks;
• Regularly liaises with Executive Management and CEO on various risk matters especially tracking, ownership and mitigation of risk items identified;
• Ensures accurate updating of risk items identified on the risk management system;
• Defines the standards and set targets for performance across various activities and identifies the parameters for measurement of performance;
• Sets up / participates in ad hoc and operational meetings;
• Participates and provides inputs in tactical meetings;
• Reports at the process and functional level;
• Reviews and identifies key risks, issues and dependencies and set mitigation actions;
• Ensure implementation of the Group Risk Escalation and Acceptance Policy; furthermore;
• Manages and resolves escalations that have an impact on the critical path of service delivery;
• Escalates issues in line with the Group Risk Escalation and Acceptance Policy;
• Manages and provides solutions to issues that require formal resolution;
• Coaches and mentors direct reports to ensure staff motivation is high to achieve high-performance areas;
• Ensures skill transfer for staff development, motivation, and business continuity;
• Actively ensures the identification of risks associated with existing or new processes and takes measures to introduce adequate controls within the operational business processes;
• Provides feedback on any challenges to the Executive to facilitate continuous improvement and mitigate risks;
• Ensures that ethics is part of the identity of the OpCo through the implementation of ethics governance, management and culture change strategy and ongoing ethics training to support the ethics strategy;
• Collaborates in building and entrenching a risk-aware culture, by formulating Risk Management education content and arranging appropriate briefings and training; monitoring, Closed Loop Feedback and other service reports in frontline areas of the business and together with the team, identifies gaps against set policies, objectives, standards and processes that are adversely impacting the service performance. Facilitates focus groups for the identification of performance challenges in frontline areas as necessary;
• Critically analyses the identified gaps to identify root causes; whether the causes are a result of an imbalance of consequences, resource deficiencies, poor job design or guidance, inadequate supervision or other environmental interference;
• Identifies needs related to knowledge, ability, and attitude and leads the analysis, design, and development of learning and job support solutions. Ensures that for each learning solution, appropriate aims, goals, objectives and assessments criteria are developed to aid evaluation;
• Coordinates the development of annual, quarterly and monthly training plans and budgets based on prioritized needs and available resources. Obtains sign-off for monthly training plans from respective Frontline Line Managers prior to execution. Manages approved plans and budget in response to changing needs and priorities;
• Liaises with the internal learning partners or L&OD sub-unit for the provision of specialized training, as required;
• Develops and assesses training profiles and materials for frontline training prepared by the Trainers, to ascertain that both content and methodologies conform to standards and are of high quality. Monitors and evaluates Trainer facilitation performance and give guidance for improvement;
• Facilitates learning using a variety of methodologies to meet identified needs effectively, addressing both knowledge and attitude gaps using appropriate methods;
• Coordinates the evaluation of learning solutions according to established procedure, assessing reaction, learning, behaviour and results as necessary, demonstrating impact on the business;
• Facilitates and encourages e-learning for frontline staff in collaboration with the L&OD unit;
• Implements processes and aligns resources to enhance knowledge share within Frontline areas;
• Consolidates weekly forward plans for the team and monitors progress against it. Receives emergent training requirements from the Marketing Team including those related to product launches and promotions, and arranges for their incorporation into weekly training schedules. Follows up on the use of the application by all frontline staff and the effectiveness thereof, and conducts training where necessary;
• Manages new joiner training, refresher training and scheduled induction to ensure effectiveness;
• Facilitates the transfer and application of learning in the workplace though the administration of the Making L&D Pay-Off process;
• Develops proposals for addressing performance gaps arising from non-training challenges for discussion with the Manager. Leads the implementation of the service improvement plans arising from these proposals;
• Participates in the UAT and implementation of frontline solutions and technologies in order to meet customer expectations and maintain a high-quality level in the frontline environment.
• Participates in Device and Products Steerco and aligns learning activities accordingly. Maintains an excellent and on-going collaboration with Line in Frontline areas;
• Prepares accurate and informative monthly reports and any ad-hoc report related to learning or service performance improvement as required by the Manager;
• Effectively manages the development of direct reports, effectively linking performance management, learning & development, talent management and the MTNZ Employee Value Proposition to achieve optimum performance. Stays abreast of developments in areas of expertise and performs to the highest ethical and professional standards. .including standards set out by the Zambia Institute of Human Resources Management (ZIHRM);
• Carries out any related duties that will enhance the mission of the job.

Candidate Requirements

• Minimum 4-year Bachelor’s Degree in a relevant field (Risk Management/Operational Management/Business/Finance.);
• Grade 12 Certificate. (5 O' Level credits, including compulsorily English Language and Mathematics);
• Professional qualification in Risk Management is advantageous (CRMA, PRM, CRISC);
• Minimum 5 years of Risk Management Experience, with at least 3 years in an Enterprise Risk / Risk environment in a medium to the large organization;
• Experience in risk assessments is mandatory;
• Experience in working across diverse cultures and geographies (advantageous);
• Understanding risk environments for telco industry sector is advantageous;
• Understanding emerging markets is advantageous.

Women are strongly encouraged to apply.

Hand delivered applications will not be accepted.

Note that only shortlisted candidates will be contacted.