(LDC)Senior Specialist - SLA Management.Enterprise Business Unit

<div class="O0" style="direction: ltr; line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">The Senior Specialist SLA Management is responsible for overseeing and ensuring the effective performance and compliance with Service Level Agreements (SLAs) across internal teams, service providers, and vendors within the Connected Enterprises Solutions business unit.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">The Senior Specialist works to align SLA management strategies with organizational goals and ensures that all SLA commitments are met or exceeded, contributing to the seamless delivery of Enterprise solutions.</span></span></div><p><strong><u>Education</u></strong></p><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">3-year tertiary qualification/ degree (Commercial/ Technical) in&nbsp;related field</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Relevant certification/ additional requirements advantageous</span></span></div><p><strong><u>Experience</u></strong></p><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">At least 5 years related experience in &nbsp;in IT service management, with a strong focus on incident and problem management.</span></span></p><div style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Proven experience in managing and monitoring Service Level Agreements (SLAs) across internal teams and external service providers.</span></span></div><div style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Proven track record of collaborating with key stakeholders, including senior management, internal teams, and external partners.</span></span></div><div style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Demonstrated ability to track performance metrics, ensure compliance, and address any deviations or breaches.</span></span></div><div style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Worked across diverse cultures and geographies advantageous.</span></span></div><p><strong><u>Skills</u></strong></p><div class="O0" style="line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">SLA performance and improvement</span></span></div><div class="O0" style="line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Aligning SLA management with technological advancements and strategic goals.</span></span></div><div class="O0" style="line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Reporting on SLA performance</span></span></div><div class="O0" style="line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; word-break: normal;">&nbsp;</div><div class="O0" style="line-height: normal; margin: 1pt 0in 1pt 0.1in; text-align: left; text-indent: -0.1in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">NB! Please note that this is a Limited Duration Contract &nbsp;(LDC).&nbsp;</span></span></div><p style="line-height: normal; margin: 1pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Strategy Enablement</strong></span></span></p><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Support the execution of Enterprise Connected Solutions and functional strategies by developing and implementing SLA management strategies that support the broader organizational objectives and align with the strategic goals of the Enterprise business unit.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Facilitate the integration and adoption of current and future technologies by ensuring SLAs are designed to support technological advancements and operational efficiencies.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify and leverage opportunities for SLA improvements that drive strategic value, enhance service delivery, and support the business unit’s goals.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span></div><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Operational Delivery</strong></span></span></p><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Track and evaluate SLA performance against agreed-upon metrics and standards.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Verify adherence to SLA commitments by internal teams, service providers, and vendors, addressing any deviations or breaches.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Develop and implement corrective action plans for performance issues or compliance gaps.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Analyze SLA performance data to assess service quality and operational efficiency.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Generate detailed reports on SLA performance, highlighting key metrics, trends, and areas for improvement.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Collaborate with internal teams and external partners to resolve performance issues and improve SLA compliance.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Work closely with the Head of Partnerships &amp; Alliances and other key stakeholders to align SLA management practices with organizational goals and customer expectations.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Act as a liaison between internal teams and external service providers to ensure effective communication and issue resolution.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Ensure customer-centric service delivery, with a focus on improving the overall experience for internal users and external customers.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Provide support and guidance on SLA-related matters, including performance expectations and compliance requirements.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Provide insights and recommendations to support strategic decision-making and planning based on SLA performance data.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Prepare and present comprehensive reports on SLA performance and compliance to senior management.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Participate in&nbsp;effective interlock processes and ways of work regarding solution development and commercialisation with solution/ product domains and other core teams.</span></span></div><p style="line-height: normal; margin: 1pt 0in; text-align: left; text-indent: 0in; word-break: normal;">&nbsp;</p><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Budget Management/ Cost Control</strong></span></span></p><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify cost-saving opportunities and efficiency improvements while ensuring that workforce needs are adequately met.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify opportunities to generate additional revenue.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;">&nbsp;</div><p style="line-height: normal; margin: 0pt 0in; text-align: justify; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Governance, Policies, Procedures</strong></span></span></p><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Ensure effective implementation of (and compliance towards) company policies, processes, and procedures.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Facilitate collaboration between internal teams and partners to drive joint initiatives and resolve issues.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Participate in governance forums and required and ensure solutions developed comply with the Tech Operations standards defined.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify, propose and implement technology and digital enablers to improve standards and compliance. Work in alignment with Group standards, practices, policies and principles.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Manage and provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Continuously review key risks, issues and dependencies and set mitigation actions. Proactively flag and escalate issues and manage impacts on resources, cost and productivity.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Where required, set up and participate in operational and tactical meetings.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="color: black; font-family: &quot;Arial,Sans-Serif&quot;;"><span style="font-size: 10pt;">•</span></span></div><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Continuous Improvement</strong></span></span></p><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify opportunities for enhancing SLA management processes and service delivery.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Implement best practices and process improvements to boost SLA compliance and operational efficiency.</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Ensure that the relevant analysis of market knowledge, trends and competitive information is gathered and assimilated</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Ensure competitors benchmarking and gap analysis is performed as appropriate and incorporated into business operations</span></span></div><div class="O0" style="line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Initiate change to continually improve all aspects of service delivery and drive continuous improvement as an important element of service delivery.</span></span></div><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;">&nbsp;</p><p style="line-height: normal; margin: 0pt 0in; text-align: justify; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>People &amp; Culture Management</strong></span></span></p><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Enable and model healthy employee relations and collaborative teamwork. Coach and guide colleagues where required</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Contribute to building a culture&nbsp; of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Take ownership of own personal development plans. Maintain self-development and knowledge in all required areas through learning and research</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Identify own as well as functional training needs.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Act as an ambassador for the team by living the Brand values and vital behaviours and changing and influencing employees’&nbsp; behaviour.</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Make the environment the best place to work. Foster professionalism, loyalty and commitment to the organization. Build the Company’s brand to be the employer of first choice.</span></span></div><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;">&nbsp;</p><p style="line-height: normal; margin: 0pt 0in; text-align: left; text-indent: 0in; word-break: normal;"><span style="color: black; font-family: &quot;MTN Brighter Sans&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;"><strong>Customer Experience and Satisfaction</strong></span></span></p><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Assist in collecting and tracking Customer Satisfaction (CSAT) and Net Promoter Score (NPS) data.​</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Help analyze customer feedback to identify patterns, pain points, and areas for improvement.​</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Support the execution of initiatives aimed at improving customer satisfaction and loyalty.​</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Collaborate with internal teams to address customer concerns and provide recommendations based on feedback.​</span></span></div><div class="O0" style="direction: ltr; line-height: normal; margin: 0pt 0in 0pt 0.19in; text-align: left; text-indent: -0.19in; unicode-bidi: embed; word-break: normal;"><span style="font-family: Arial;"><span style="font-size: 10pt;">•</span></span><span style="color: black; font-family: &quot;MTN Brighter Sans Light&quot;;"><span style="font-size: 10pt; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: 0pt; text-transform: none; vertical-align: baseline;">Maintain accurate records of customer feedback and satisfaction scores for reporting purposes.</span></span></div>