Plasma Telecom South Africa Define and set up of business requirements regarding subscriber management & billing using CRM.COM, data provisioning from MTN and ECHO SP and Bradian Logistics for the management of the supply chain• Set up the business budget, organogram and job specifications for the positions required at launch• Developed the business plan presentation for potential partners and investors• Sourced key businesses to provided outsourced operations such as call centre, logistics management included RICA enabled delivery to customers• Defined, set up and tested the customer portal for the business launch as well as the underlying systems and integrations with all the relevant businessesSolostar• Management of applications for type approval on imported media related products to the Regulator - ICASA• Set up Sage business accounts to manage new retail partners, invoicing, and payments.• Set up and maintained the pricing information for the projects from purchase to retail pricing per partner category• Arranged and managed product shipment logistics from an international supplier.

Responsibilities:Subscriber Management and Billing• System configuration and management (CRM.COM)• Ensure billing runs are planned and managed.• Exception management and follow up programs.• Reporting to Executive on billing runs and unearned revenue.• Vendor and project management for system development and enhancement.• Root cause analysis of billing issues.Customer Experience• Designing customer flows for all products and ensuring alignment with the various systems• Management of systems for customer engagement (Omnichannel software, communication channels (WhatsApp, SMS, Email, Live Chat), Workflows for each channel)• Retention management – set up and execution of retention programmes.Call Centre management.• Staff management – Shifts, Quality assessments and performance management• Management of SLA with FNO – Scheduling, Customer refunds, sales feedback, and operational status• Retention managementManagement • Set up of all subscribers related reporting – Executive and Operational reports.• Project management.• Solution design for implementation of PEP is retail channel.• Solution design for implementation of Vuma Core• HR and Office management.• Business Policies and processes. • Admin management of the FNO ISP portals.

Finalisation of Department staff retrenchment processes and closure of all business systems and the final audit of the closure of all customer accounts per country.

Recruited and managed diverse teams for different deliverables such as Business and process analysis, billing, configuration, provisioning services and reportingGathered and documented the business requirements per county and divisionDefined and documented the business processes and business rules and set up/configured the required systems accordingly.Conducted JAD sessions to consolidate input from various stakeholdersIdentified and documented ‘gaps’ in systems and managed the development , deployment and testing of agreed system solutions for user acceptance.Defined, set up and managed the business systems across all broadcast platforms for 7 countries including provisioning systems and serialised devices where applicable. (DTH - Direct to Home Satelite, Video Streaming, OTT Video Streaming Applications)Planned, defined and set up the service delivery within a complex/diverse service area across multiple countries and legal/regulatory jurisdictions including payment integrations with payment aggregator for all countries including direct integrations to retailers.Manage various broadcast packages (paid and free) with both prepaid and prebilled billing for Commercial and home usersDefined and managed the implementation of policy, systems, contracts, processes, performance criteria, standards, governance frameworks, and procedures within the area of responsibilityManaged system vendor relationships Provided MIS reporting with insights to the various business units to assist Management Planned and managed the division’s projects including projects assigned by Exco Implemented and managed the Project Prioritisation Steerco and Forum for all business projects.Lead, motivate and develop staff to create and maintain a highly competent and participative workforce both on the premises and off-site in other countries.

Review and implement new business and operational processes due to business administrationAssist with the catch up of all invoices, remittances, customer orders, vendor orders and deliveries on Pastel EvolutionUpdate of Customer records on progressReconcile System records with manual records for Agency networkAssist with debt reconciliation and collection for both Customers and Agents.

Review, implement and maintain the business and operational processes of the company for each delivery platformConducted the JAD sessions between the various stakeholders to determine the business requirementSet-up and implement CRM attributes such as contact managementSet up and manage the outsourced Call Centre for the company. Set up and manage the required CRM and Billing training for all relevant parties Manage the customer self-help portals. Documented the User Interface wireframes for the subscriber’s registration process on the Node, the Account and Settings portal on the Node.Documented the process flows for the User Interface and tested the development of the User Interface against the approved documentationOperational responsibility for the end to end system integration testing between all systems and the Node (CRM, Billing, Middleware, CAS, Payment gateway) and acceptance thereofOperational reporting such as Subscriber numbers, Viewing patterns, Billing and Payment revenue assuranceResponsible for internal logistics for beta and field trials NodesResponsible for troubleshooting and fault logging to manufacturer and SI teams from the Beta and Field Trialists where required.Set up and managed the internal SharePoint portal for the business

Identifying the shortcomings and enhancements of business and system workflow designed for the workshopProposal of the suggested improvements for approval.Implementation of new processesReconciliation of Supplier creditors for three divisions after implementation of Pastel Evolution

Defined, set up, tested and delivered the configured CRM & Billing Solution as per the agreed roll-out plan. Set up and manage the required call centre for the company. Set up and manage the required CRM and Billing training for all relevant parties Defined, set up and managed the customer self-help portals. Analyse, implement and maintain the business and operational workflows of the company for each delivery platform according to the agreed roll-out plan. Manage regulatory compliance requirements on behalf of the company. Manage Trademark and IP requirements on behalf of the company. Project Accounting & Management.

Conducted the JAD sessions to determine the business requirement with the various stakeholdersDocumented the request for proposal (RFP) for the subscriber management and billing system for Next Generation BroadcastingAssisted with the vendor selection for the system selectionConducted various workshops to identify the country-specific business processes and the related business rules for each independent business unit (Ghana, Kenya and Uganda)• Liaised with vendor on configuration, conducted the required testing for acceptance of MQSubscribe• Assisted with the identification and acceptance of 3rd party software to complete the business processes.Managed the revenue assurance portfolio for system assurance between system and the conditional access systemsConducted user acceptance testing on behalf of NGB with the vendor.Compiled user training manual and conducted user trainingProviding helpdesk support to each country after system acceptanceProviding consolidated management information reporting to senior managementManaged the full subscriber management and billing for each country as set up according to the country requirements for Regulatory and Financial laws.Managed the Payment vouchers on a top-up prepaid basis including the supporting SMS systems, voucher generation and supply including reconciliations.

Documented the business requirements for the RFP to identify a Subscriber Management and Billing platform.Evaluated, selected and presented the platform to ODM Senior Executives for approval.

Designed and implemented the project management structure for the company’s Project OfficeSourced and configured project management software (PPO)Compiled management reporting for the company’s Project Office

Defined, set up, tested the business requirements per country Responsible for the management and implementation of the subscriber billing system (MQS – MagnaQuest Subscribe)Responsible for adapting to GTV business rules by utilizing standard configurations and working with the vendor to implement new functionalityInvestigated and implemented new custom validations to enrich the system and prevent data integrity issuesInstigated and implemented a service desk to assist with service and system support issues Provided online coaching assistance to management and staffProvided business analysis and business recommendations on various functional requirements ranging from Sales to Finance and Product Management with regards to systems and processes, management reporting and billing Implemented reconciliations between the billing system and the conditional access system, thus ensuring both systems stood up to full audits.Provided management reporting Assisted with the implementation of the Management Information Repository (DART), with the responsibility of defining the business rules, testing and daily management thereof, including user accessInvestigation, analysis and documentation of information requirements for future data warehousing phasesProvided operational expertise to other Operations departments regarding serialized stock management, payment methods, reporting requirements and general operational practicesAssisted with the deployment of new subsidiary and agent countries with regards to system requirements, products and pricingAnalysis of future features and functionality and recommendations to the vendor for future versions.

Project Management of the SOX compliance programme on behalf of the Compliance ManagerImplemented a policy review forum and procedure for the review and updating of all MultiChoice South Africa policiesFraud management Business analysis for management on request on Management Information, Conditional Access Reconciliations, Provided stakeholders with expert knowledge for Business Intelligence specifications.

Information analysis,Data management, Managed special projects such as the Operational Readiness Project for the launch of the PVR decoder which inlcuded training, Call Centre Readiness, Distribution Readiness, Subscriber Agreements and legal contract evaluations to include PVR clauses,Managed Quality and User Acceptance Project for the implementation of the new version of IBS.Project manager for the analogue rental closure project

Managed the Business Analysts and the Business Support HelpdeskBusiness responsibility of IBS (MultiChoice's customer care and billing systemProject ManagementManagement Information specialist and responsible for the development, implementation and maintanance of the system.Responsible for business continuity for the SA Operations business unitRe-engineered the distibution processes for South Africa including the stock take system and the implementation of serialised stock takes on IBS

Responsible fot the sourcing, implementation and daily management of the MultiChoice Agent network (approx 66 agents in 7 provinces)Rewrote the Company business policies and procedures for Business System upgrade

Managed Pretoria, Witbank and Pietersburg branches including Call Centre, Field Services, and Customer Liaison

Managed Call Centre and Customer Liaison for the Northern Region

Responsible for finance administration including Customer credit controlResponsible for Switchboard, Cashiers and PA to Branch Manager