Manager - Internal Communications. Human Resources job at MTN Uganda

JOB DETAILS:
Job Description
Main Purpose:
To create content that shares MTN’s story and vision, promotes our evolving brand among employees and other internal stakeholders, and makes an impact across employee communication and engagement platforms, with emphasis on digital channels. Engagement & Internal Communication is a key function in MTN Group HR, accountable for global internal communications in the organization and responsible for successful delivery of employee engagement initiatives in MTN Uganda.
As a team member in the function, the Manager-Internal Communications is responsible for delivery and support of:
• Global Internal communication and branding framework, toolkits, and enablers
• Delivering employee engagement agenda for MTN Uganda
• Delivering digital content for internal platforms

Manager-Internal Communications reports to the GM – Human Resources. The position interfaces with the Opco community, Regional Talent Partners, MTN Uganda Business Talent Partners, Global Employee Experience function and other Global HR expertise verticals, MTN Uganda departments, as well as business and HR leadership.

MTN Uganda Limited is an equal opportunity employer seeking to recruit a competent individual to fill the following position;
Job Title: Manager - Internal Communications
Reports to: General Manager – Human Resources
No. of Vacancies: 1

CONTEXT (Global influences, environmental / industry demands, organizational mission etc.)

MTN is an emerging market mobile operator at the forefront of technological and digital changes. We deliver a bold, new digital world to our customers across Africa and the Middle East – one of the world’s fastest-growing regions for mobile telecommunications. We believe everyone deserves the benefits of a modern connected life.
We are entering a new phase in its lifecycle where operational and commercial excellence has become critical for success. The urgency for change has become more heightened amidst increased competitive intensity across all markets in which MTN operates. The Consultant, Engagement & Internal Comms. must therefore ensure the successful delivery in context of:
• An expertise-based multicultural organization
• A dynamic and evolving field of Telecommunications
• Revolutionary workforce practices which are bringing together global labor markets
• Management of executive and local shareholder expectations across MTN and its Opcos
• Achievement of top quartile operating efficiency and effectiveness through scale and common policies and processes
• Dynamic legal and regulatory environment
• Convergence in markets and exploration of non-traditional revenue streams requiring complex interpretation and structuring.
• Evolving industry sector constantly presenting new challenges and opportunities to the core businesses
• Rapid horizontal and vertical expansion of MTN, in terms of size, products, customers and geographic distribution

MAIN FUNCTIONS
Strategy Development and Implementation
• Assist in the creation of the functional strategy in line with the overarching business goals.
• Provide input into the effective implementation of the strategy by means of providing direction, structure, frameworks, models, plans and roadmaps.
• Assist in regular review of the functional strategy and roadmap to ensure its alignment with the changing dynamics of the internal and external ecosystem.

Governance
Strategic Meetings
• Provide input in strategic meetings when required.
• Provide inputs into the enterprise-wide transformation initiatives when required.
• Provide inputs into the risk mitigation and controls.
• Perform evaluation baseline of Service Level Agreements (SLAs) and key performance indicators (KPIs)
• Provide input into the 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.
• Provide solutions to escalations that have multiple processes / functions impact on critical path of service delivery.

Function Tactical
• Provide input into all projects initiated (internal or global)
• Provide input into establishing objectives, targets, and budgets for the Engagement & Internal Comms. function as applicable
• Identify and document key risks, issues and dependencies and set mitigation actions.
• Prepare documentation required for sign-off / making decisions regarding tactical changes.

Performance
• Ensure execution in alignment with divisional strategy.
• Provide input into SLA approval and exception performance review.

Reporting
• Report on a periodic basis to reporting manager 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 and when necessary
• Periodically review reports from the Opcos

Budgets
• Assist in managing functional budgets in line with overall budget and business objectives.
• Assist in managing project initiative budgets in line with business objectives.

Operational Delivery
Support Delivery Management
• Identify high impact technologies, platforms, and channels to support internal communications, with the objective of improving reach, influence, and acceptance of their respective work products.
• Evaluate the various policies and initiatives across the Group and Opcos to ensure alignment with MTN’s global internal communication and branding philosophy.
• Manage implementation of global internal communication and local employee engagement special projects
• Train, advise and support the Opco to ensure effective adoption and use of global internal communication and branding frameworks, in conjunction with Regional Talent Partners
• Customize and implement global engagement frameworks for MTN Uganda, taking into consideration specific social, economic, demographic, and other factors.
• Liaise with external suppliers and consultants for outsourcing service provision and contract management.
• Contribute significantly to position MTN as the employer of choice.

MTN Uganda Employee Engagement
• Create and deploy interventions to help promote employee engagement through high impact platforms and channels (including but not limited to digital-enablers, platforms, mobile, and social media channels) in MTN Uganda
• Identify the various channels to engage with employees at MTN Uganda, based on effective segmentation frameworks and criteria.
• Prepare Executive/Management dashboards and reports on the performance and outcomes of engagement initiatives deployed at MTN Uganda

Global Internal Communication
• Develop and cascade the global internal communication and branding strategy and plan for MTN.
• Monitor and manage the allocation and utilization of the global internal communication budget.
• Make recommendations to senior management on innovative digital communication platforms, technologies, and tools to communicate to multiple audiences through a variety of channels, including but not limited to print, web, face-to-face, video, and interactive social tools.
• Implement the digital roadmap for global internal communication and branding, aligned with leading market practices and MTN’s global vision.
• Deploy emerging communication technologies / digital visual aids / mobile and social media platforms to enhance the usage, viewership, adoption, and overall impact of internal communications.
• Develop segmented and personalized communication through internal profiling and segmentation techniques, targeted/preferred channels, content toolkits, use of specific multi-modal mediums (digital/visual aids/posters/screens/apps etc.)
• Conceptualize, design, and publish MTN’s global publications, announcements, newsletters, etc. across various digital/electronic channels.
• Write, edit, and proof-read all editorial relating to global and MTN Uganda internal communication, including content on various communication channels.
• Develop clear, well-timed, engaging, high quality, culturally sensitive internal communication that is consistent with MTN values.
• Design and manage global internal communication and branding enablers such as digitally enabled global toolkits/high-impact design approaches/editorial styles/image libraries/approved multi-format content channels/social-media management/ multi-media digital campaign management kits / leadership communicator toolkits and so on
• Prepare CEO and/or another senior Group executive communication as required.
• Engage with and advise Group and MTN Uganda departments on internal communication requirements across a range of subjects and topics.
• Work with Group HR team to provide communication support for high impact communication protocols, standards, tactics in corporate programs, project implementation and change management initiatives.
• Ensure adherence of internal communications created by Global HR verticals to global standards.
• Conduct regular audits and surveys to evaluate the effectiveness of MTN internal communications for both Group and MTN Uganda and interpret data to enhance communication.
• Work in conjunction with External Communication team to ensure alignment and consistency in communication and messaging.

Content Management
• Write, edit, produce, and publish content for intranet, apps, blogs, videos, internal social media posts/campaigns, email, podcasts, etc.
• Use knowledge of content development to create digital content that motivates, inspires, educates, informs, and provides information across various internal/employee facing digital platforms.
• Use editing, content management and HTML skills to publish and edit content across various digital platforms.
• Ensure the company’s messaging is crafted in a way that resonates with our diverse audience.
• Have a strong strategic understanding of brand positioning and be accountable for ensuring that the work produced reinforces the story we want to tell.
• Be a talented and versatile copywriter, with great organizational skills and an understanding of how to build communities.
• Short-form copywriting, editing and creative ideation.
• Ownership of how we communicate across multiple digital platforms.
• Ability to write clear, persuasive copy that is concise and packs a punch.
• Tell our brand story, create intrigue and interest.
• Able to adapt copy to meet the relevant channel goals.
• Collaborate with the design team to deliver concepts and ideas for creative campaigns, big and small, with a strong focus on audio-visual creation.
• Manage internal social channels namely Yammer/Facebook Workplace and WhatsApp/Ayoba
• Manage traffic for design requests.
• Create and execute an internal/enterprise social media strategy.
• Collaborate with the digital marketing team on promoting content and campaigns internally, as, and when needed.
• Research new trends and opportunities
• Own and manage the monthly content calendar.
• Ensure we distribute content timeously and don’t miss key days or opportunities.
• Content manager duties include producing and publishing multimedia content, writing, editing, and proofreading, formulating content strategies, and managing a content team, among other tasks.

Community Building and Engagement
• Create and execute a strategy to help us grow our internal social media communities.
• Build and manage internal influencer network and own the influencer strategy.
• Consistently share insights with the broader team

Digital copywriting and social media experience
• Highly creative and conceptual thinker
• Speed of execution, without compromising on quality
• Excellent verbal & written communication skills
• Highly organized, meticulous, and detail-oriented
• Curious, questioning the status quo.
• A highly motivated “doer”; deadline driven with the ability to prioritise multiple tasks.
• Enjoys collaborating internally and across different departments.
• Able to communicate clearly and not afraid to voice an opinion.
• Develop content calendar and measure performance against the calendar.
• Ensure legal compliance (e.g., copyright and data protection)
• Stay up to date with developments and generate new ideas to draw audience attention.
• Brainstorm with team members to develop new ideas.
• Provide editorial, creative, and technical support to team members.
• Track analytics to ascertain content engagement levels.
• Content trends analysis and recommendations

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.
o Provide definition of roles, responsibilities, individual goals, and performance objectives for the team
o Set key performance indicators (KPIs) and provide regular performance feedback through a well-defined and implemented performance review program.
o Develop and implement a training plan to build and develop skills within the team.
o Performance management of resources in accordance with HR policy and legislation where necessary
o Actively participate in leadership team and develop skills of own team.

Ways of Working and Collaboration
• Use a collaborative and solution-oriented approach within the Engagement & Internal Comms. function as well as with all the Global Expertise Verticals in Group HR
• Collaboration with Global Employee Experience for alignment of global communication and engagement strategies with local initiatives at MTN Uganda
• Collaboration with Regional Talent Partners for customizing and supporting implementation of global communication strategies at Opco.
• Collaboration with Business Talent Partners in driving alignment of key business communications with the established guidelines
• Supporting senior executives on drafting employee communications
• Collaboration with Business and HR leadership at MTN Uganda to embed engagement priorities of the organization.
• Collaboration with Global HR expertise verticals to ensure that global and MTN Uganda communication developed by HR expertise verticals is aligned to global content copyright principles and design standards.
o Identify and share best Practices with Business Leadership and Opcos for Internal Communications and Engagement Solutions
o Collaboration with relevant MTN Uganda Departments (e.g., MTN Uganda IT Team) required for implementing engagement platforms, technologies etc. in MTN Uganda.
o Collaboration with Group IT team and third-party technical teams for development of internal communication related channels and platforms
o Identify opportunities for improvement and internal / external best practice by continuous monitoring of internal and external environments.
o Assist in communication and engagement related transformational initiatives within Group HR Function, as applicable and drive the required change.

MINIMUM EDUCATION NECESSARY:
• Minimum of 3-year tertiary degree / diploma (specialization in Communications/Commerce/Journalism or Marketing)
• Relevant certification / accreditation / membership with professional body for design and branding, journalism, marketing, communication etc (advantageous).

MINIMUM EXPERIENCE NECESSARY TO PERFORM THIS JOB:
• Minimum 5 years’ work experience as a content manager in communications/marketing, digital media environment
• Work experience across diverse cultures and geographies advantageous
• Experience working in a small to medium organization.

ATTRIBUTES AND SKILLS NECESSARY
• Project Management
• Engagement Programme Design
• Branding & Communication
• Editorial and Content Writing
• Digital Media Platforms
• Global Working and Collaboration
• Organizational considerations
• Data analysis (advantageous
• Working knowledge of CMS and CRM platforms. People Management skills.
• Design management

EXPERIENCE, SKILLS AND ATTRIBUTES THAT WOULD BE ADVANTAGEOUS
• Conceptual Thinking
• Problem Solving
• Improvement Driver
• Culture and Change Champion
• People Manager
• Relationship Manager
• Results Achiever
• Operationally Astute
• Research
• Information Processing
• Accountable
• Adaptable
• Agile
• Culturally aware
• Gets work done
• Innovative
• Inquisitive
• Dealing with ambiguity and complexity
• Presentation Skills
• Communication Skills
• Judgement
• Conflict Management
• Risk Management
• Knowledge of SEO and web traffic metrics
• Familiarity with social media platforms and metrics
• Excellent writing and verbal skills in English
• Attention to detail
• Good organizational and time-management skills

AUTHORITIES
• As per MTN DOA

COLLABORATION (FORMAL AND INFORMAL RELATIONSHIPS)
Responsibility towards:

Key external stakeholders:
• Service provider(s), design company, third party technical teams other external contractors

Key internal stakeholders:
• MTN Business Leaders
• Global Employee Experience
• Regional Talent Partners
• Manco Business Partners
• Global Brand
• Global HR Expertise Verticals
• Opco – Engagement & Internal Communication teams


Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree