Multichoice
The Video Entertainment segment of
Naspers is a broad-based multinational media group headquartered in South
Africa and Dubai with principal operations in pay television and video entertainment.
The group operates in almost 50 countries in Africa. Its holding company,
Naspers, is listed on the Johannesburg Stock Exchange (JSE) and has an ADR
listing on the London Stock Exchange (LSE). International investors account
for around 50% of its shareholder base.
An African platform operator, Video
Entertainment’s expertise lies distributing media products, creating media
content and selling advertising. Its key areas of operations are:
§
Pay Television
: direct-to-home
satellite and digital terrestrial television services; and
§
SVOD:
subscription video
on demand services across multiple online platforms with a focus on library
and local content in developing markets
Operating in the majority of African
countries, Video Entertainment is the leading Pay TV provider in most of the
key African markets. Its strategy is to offer the best local and
international content across multiple platforms to customers wherever they
are.
The group’s strength lies in its
focus on local language and culture, its entrepreneurial spirit and the
quality of its workforce. Over the years Video Entertainment has built a
successful track record of identifying trends early, adapting them for the
markets in which it operates and leveraging them to maximum advantage. The
group generates revenues mainly by collecting subscription fees, with a moderate
contribution from advertising revenue. Its key objectives are to:
§
Build its
Pay TV and SVOD subscriber base
§
Focus on
investment and technology
§
Maintain
a local approach
§
Provide
quality service
§
Attract
innovative and motivated employees
Reports to
Validations and QA Manager
Division
Customer Group
Department
Field Services)
Number of Direct Reports
0
Key Customers
§
Installers
§
Field
Services employees
Location
Randburg
Purpose of the Position:
The role
requires a person with extensive experience across multiple disciplines
(systems, process, business and people), able to apply experience to
practically initiate and execute on sustainable solutions, with an
investigative and continuous improvement mind set, a make it happen attitude,
great relationship builder, communicates well (at both lower and executive
levels) and ability to collaborate and get people to or be part of the execution.
Key Performance
Objectives
Outputs
·
Overall responsibility for full installation claims
and validation management both for MultiChoice claims, DStv-i and 3
rd
party (Distributors) claims
·
Manage the systems,
process and financial aspects of Decoder Installation Claims and validation
processes
·
Put in place or be part of reports/dashboards to manage Installation Claims
plus validations and proactive identification of potential
frauds/irregularities on installation claims
·
Build and maintain relationships across internal
departments and suppliers across the decoder installation processes
·
Product Owner for Voucher Management System (VMS) –
driving
o
proper
use,
o
strategic
direction,
o
BRS for
changes and improvements,
o
alignment
to new business requirements,
o
coordinating
of VMS replacement and transition process,
o
inputs
to associated projects and initiatives across MSS
·
Product Owner for on-line and automated claims
system(s)
·
In short: responsible for installer claims process
(from claims submission through validation to hand-over for payment as well
as stakeholder relationships)
Installation Quality Assurance
·
Overall responsibility for directing and evaluating
QA on installations.
·
Intelligent selection of installations for random QA
(as well as specifically targeted QAs)
·
Coordination with Regional Supervisors and
contractors to have the QAs done
·
Gathering and ordering of QA results (and
determining format and requirements of results)
·
Evaluation of results – based on labour, material
used (QR codes etc.), subscriber feedback, etc.
·
Recommendation of actions to Installer Support (e.g.
installer need training, warnings, customer refund, rework, hand-over to
Fraud and Risk, Legal, etc.) when unacceptable behaviour is identified
·
Data analysis to identify trends and make
recommendations on training, communication, etc. to Installer Support and
Installer Qualification managers
·
Secure storage of all QA data and resulting actions
(could be in IIV)
·
In short: responsible for driving quality assurance
checks on all installations, evaluation thereof and recommendations of any
possible resulting conclusions
General
·
The Field Services primary interface to Risk
Fraud and Finance (on claims issues)
·
Prepare ad hoc information request for CEO, Chief
Marketing Officer, Field Services Manager and other key stakeholders
·
Ensure adequate processes and controls are in place
and are documented and maintained appropriately
·
Continually assess and implement processes improvements via systems,
automation and process
·
Initiate and assist with investigations
·
Assist with ad hoc queries
Qualifications
§
IT qualification a must (Microsoft SQL and OutSystems)
§
5 years experience working with systems or in an IT
environment
Experience and Technical Competencies
§
Entertainment/media Industry and claims management
experience
§
Systems, data analyses, data warehousing management
and process experience
§
Investigation experience both forensics and analysis
§
Interfacing industry key stakeholders
§
Ability to apply experience to get in the role and
settle in within 3 months maximum
Behavioural
Competencies
§
Strategic
Agility: sees ahead clearly. Able to anticipate future consequences and
trends accurately. Has broad knowledge
and perspective. Able to develop
realistic visions of possibilities;
§
Comfort
around Higher Management: Can deal
comfortably with installers and more senior managers. Understands how
installers think and work. Can
determine the best way to get things done with them by talking their language
and responding to their needs. Can
craft approaches likely to b seen as appropriate and positive;
§
Customer
Focus Skills: is dedicated to meeting the expectations and requirements of
internal and external customers. Gets
first-hand customer information and uses it for improvements in products and
services. Acts with customers in
mind. Establishes and maintains
effective relationships;
§
Interpersonal
Skills: relates well to all kinds of
people. Builds appropriate
rapport. Builds constructive and
effective relationships. Uses diplomacy
and tact. Able to defuse even
high-tension situations comfortably;
§
Innovation
Skills: brings creative ideas of
others to market. Has good judgement
about which creative ideas and suggestions will work. Manages the creative process of
others. Able to facilitate effective
brainstorming process. Able to project how potential ideas may play out in
the market.
MultiChoice
supports the principle of Employment Equity
Job
:
Customer Care
Primary Location
:
South Africa
Organization
:
Customer Care
Schedule
:
Full-time
Job Posting
:
26-10-2016
Closing Date (Period for Applying) – External
:
02-11-2016