Consultant - Engagement and Internal Communications.Group Human Resources

At MTN we believe that understanding our people’s needs and aspirations is key to creating experiences that delight you at work, every day. We are committed to fostering an environment where every member of our Y’ello Family is heard, understood, and empowered to live an inspired life. Our values keep us grounded and moving in the right direction. Most importantly, they keep us honest. It is not something we claim to be. It is in our DNA.
As an organisation, we consider it our mission to create an exciting and rewarding place to work, where our people can be themselves, thrive in positivity and ignite their full potential. A workplace that boosts creativity and innovation, improves productivity, and ultimately drives meaningful results. A workplace that is built on relationships and achieving a purpose that is bigger than us. This is what we want you to experience with us!
Our commitments go beyond an organisational promise. It is in our leadership and managerial ethos to meaningfully partner with our employees, customers, and stakeholders with a vision to realise our shared goals.
Our values dubbed, LIVE Y’ello, are the cornerstone of our culture.
Lead with Care
Can-do with Integrity
Collaborate with Agility
Serve with Respect
Act with Inclusion
 

Mission/ Core purpose of the Job

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 the Global Internal Communications in the organisation and responsible for successful delivery of Employee Engagement Initiatives in Manco South Africa.
As a team member in the function, the Consultant is responsible for delivery and support of:
•    Global internal communication and branding framework, toolkits and enablers
•    Delivering employee engagement agenda for Manco  
•    Delivering digital and multimedia content to motivate, inspire, educate and inform employees across internal platforms 
•    Strengthening MTN’s internal brand and storytelling through digital-first, channel-appropriate content

The Consultant: Engagement & Internal Communication reports to the SM: Engagement and Internal Communications. The position interfaces with the Opco community, Regional Talent Partners, Manco Business Talent Partners, Global Employee Experience function and other Global HR Expertise Verticals, Manco Departments and Business and HR leadership.
 

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

Key Deliverables
The Consultant: Engagement & Internal Communication will be accountable to achieve the following objectives:
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 Communication 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 organisation
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 communication, improving reach, influence and adoption 
Deploy emerging communication technologies, digital visual aids, mobile and enterprise social network platforms to enhance the impact of internal communications 
Develop segmented and personalised communication through internal profiling, targeted channels and multi modal digital content
Proactively develop and facilitate knowledge sharing on Global internal communication and branding frameworks and policies across MTN
Actively identify opportunities for improvements to enhance the quality and effectiveness of the global internal communication model and related solutions across the organisation
Develop, align and enable implementation of Global internal communication and branding strategies, frameworks and policies for MTN, through respective Business and Regional Talent Partners
Evaluate the various policies and initiatives across the Group and Opcos to ensure alignment with the Global Internal communication and branding philosophy of MTN
Manage implementation of global internal communication and local employee engagement special projects
Train, advise and support Opcos to ensure effective adoption and use of global communication and branding frameworks, in conjunction with Regional Talent team
Provide support to Opcos in the localisation of internal communication framework for Opcos and ensure alignment with the global internal communication strategy, framework and policies
Develop strategies targeted at Line Manager and Leadership communities to enable effective internal communications and employee engagement 
Customise and implement global engagement frameworks for Manco keeping in consideration specific social, economic, demographic and other factors in Manco
Liaise with external suppliers and consultants for outsourcing service provision and contract management
Contribute significantly to position MTN as the employer of choice 
Manco Employee Engagement
Customise and implement the Employee Engagement model, plans, programmes and initiatives for Manco 
Work in collaboration with the Global Experience teams to align Manco engagement strategies with the global culture and experience strategies  
Monitor and ensure adoption of employee engagement programmes and initiatives at Manco 
Actively collaborate with Manco Business Partners and HR operations to embed EVP and engagement priorities of the organisation
Communication of MTN Group values to Manco employees and build affinity of staff to the values
Create and deploy interventions to help promote employee engagement through high impact platforms and channels (including but not limited to digital-enablers, platforms, mobility and social media channels) in Manco
Develop programmes based on drivers for employee engagement to encourage employees to align themselves to the organisational culture at Manco
Rollout and track completion of the Group Culture Audit and Global Pulse Survey. Prepare and release specific communications/reminders for the surveys 
Collation and analysis of the results post completion of the Group Culture, Pulse surveys and audits at Manco. Generate periodic reports and analyse reasons for low participation
Design and run interventions/initiatives for Manco and also actively reach out to business leaders to encourage their teams to maximise participation in the culture and pulse surveys
Conduct engagement impact assessments, key metrics, GCA/GPS survey results and direct action plans for improvements/enhancements/course corrections
Identify the various channels to engage with employees at Manco based on effective segmentation frameworks and criteria 
Develop, implement and roll out the employee engagement calendar for Manco, in alignment to Global employee engagement calendar
Localise the EVP and enable implementation of the new engagement models, in conjunction with Global Experience Teams
Monitor adherence to respective people related regulatory and governance principles while defining engagement interventions for initiatives and programmes for Manco
Preparation of Executive/Management dashboards and reports on the performance and outcomes of engagement initiatives deployed at Manco
Global Internal Communication
Develop and cascade the global internal communication and branding strategy and plan for MTN 
Monitor and manage the allocation and utilisation of the Global internal communication budget
Make recommendations to senior management on innovative communication digital 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 / enterprise social network platforms to enhance the usage, viewership, adoption and overall impact of internal communications
Develop segmented and personalised 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.)
Conceptualise, design and publish MTN’s global publications, announcements, newsletters etc. across various digital/electronic channels.
Write, edit and proofread all editorial relating to Global and Manco internal communications including content on various communication channels
Develop clear, well timed, engaging, high quality, culturally sensitive internal communication that is consistent with MTN values
Develop strategic interventions with Group CEO and other senior executives, to enable highly effective communications across a broad range of topics 
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/enterprise social network management/ multi-media digital campaign management kits / leadership communicator toolkits and so on
Prepare CEO and/or other senior Group executive communication as required 
Engage with and advise Group and Manco departments with internal communications requirements across a range of subjects and topics
Implement internal communications projects across Manco and Opcos, in conjunction with Regional Talent Partners. Actively identify opportunities for optimising and improving MTN Group and Manco internal communication practices 
Work with Group HR team for providing communication support for high impact communication protocols, standards, tactics in corporate programmes, project implementations and change management initiatives
Ensure adherence of internal communications created by Global HR verticals to global standards
Handle the internal communication response to crisis situations which affect organisational perception and reputation
Conduct regular audits and surveys to evaluate the effectiveness of MTN internal communications for both Group and Manco
Work in conjunction with External Communication team to ensure alignment and consistency in communication and messaging 
Leverage AI-enabled tools and digital platforms to enhance the creation, quality, speed and effectiveness of internal communication content and campaigns 
Apply AI prompting techniques to support content ideation, drafting, editing, personalisation and localisation of internal communications across multiple channels 
Use data and insights from internal communication platforms, engagement metrics and analytics to continuously optimise communication approaches and channel effectiveness 
Develop data-informed, segmented and personalised internal communication that responds to employee needs, behaviours and preferences 
Support internal communication requirements for enterprise-wide change initiatives, including transformation programmes, new ways of working, technology adoption and cultural shifts 
Work with business, HR and leadership stakeholders to deliver clear, consistent and timely communication that enables understanding, adoption and behavioural change 
Embed change management principles into global and Manco internal communication plans to support successful implementation of organisational initiatives 
Strengthen leadership communication by translating complex strategic, digital or technology-led changes into clear, accessible and employee centric messaging
Content Management
Write, edit, produce, and publish content for intranet, apps, blogs, videos, enterprise social network 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 and appropriate for digital platforms
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 organisational skills and an understanding of how to build communities 
Short-form copywriting, editing and creative ideation
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.
Contribute to the internal social channels namely Viva Engage and WhatsApp
Contribute to the internal enterprise social network strategy
Collaborate with the digital marketing team on promoting content and campaigns internally, as, and when needed
Research new trends and opportunities
Contribute to the monthly content calendar
Ensure we distribute content timeously and don’t miss key days or opportunities
Produce and publish multimedia content
Write, edit and proofread content. 
Help formulate content strategies.
Community Building and Engagement
Support enterprise social network channels to drive engagement and participation 
Support the growth of internal digital communities through relevant content and campaigns 
Collaborate with stakeholders to increase interaction, dialogue and engagement on internal platform
Consistently share insights with the broader team
Digital copywriting and social media experienceHighly creative and conceptual thinker
Speed of execution, without compromising on quality
Excellent verbal & written communication skills
Highly organised, 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
Ensure adherence to content governance, copyright and data protection standards
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
Analyse content and channel performance, using insights to refine communication approaches 
Monitor content engagement levels and identify trends, gaps and opportunities for improvement
Ways of Working and Collaboration 
Use a collaborative and solution-oriented approach within the Engagement & Internal Communication 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 Manco 
Collaboration with Regional Talent Partners for customising 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 Manco to embed engagement priorities of the organisation
Collaboration with Global HR expertise verticals to ensure that global and Manco communication developed by HR expertise verticals is aligned to global content copyright principles and design standards
Identify and share best practices with Business Leadership and Opcos for Internal Communications and Engagement Solutions
Collaboration with relevant Manco Departments (e.g. Information Security) required for implementing engagement platforms, technologies, etc. in Manco
Collaboration with Group IT team and third-party technical teams for development of internal communication related channels and platforms
Identify opportunities for improvement and internal / external best practice by continuous monitoring of internal and external environments. 
Assist in communication and engagement related transformational initiatives within Group HR Function, as applicable and drive the required change
 

Job Requirements (Education, Experience and Competencies)

Education:
-    Minimum of 3-year tertiary degree / diploma (specialisation in Communication/Commerce/ Management/Human Resources/Behavioural Sciences/Digital Marketing/as appropriate)
-    Relevant certification / accreditation / membership with professional body for Internal Business Communication, design and branding, employee engagement, etc. (advantageous) 

Experience:
-    Minimum of 5 years’ experience working in the communication, marketing or digital media environment 
-    Experience in digital content creation and management within an internal communication, marketing or digital environment 
-    Exposure to enterprise social network platforms and digital publishing tools 
-    Experience working with multimedia content and campaigns (advantageous)
-    Worked across diverse cultures and geographies (advantageous)
-    Experience working in a small to medium organisation 
-    Telecommunications, digital services, or technology industry experience
-    Project management experience

Competencies:
Functional Knowledge: 
-    Project Management
-    Engagement Programme Design
-    Branding & Communication 
-    Digital content development and copywriting 
-    Working knowledge of content management systems (CMS) 
-    Familiarity with digital platforms, enterprise social networks and analytics 
-    Strong editorial, storytelling and content planning skills 
-    Ability to manage multiple content streams and priorities without compromising quality
-    AI literacy, including a working understanding of how AI tools can be applied ethically and effectively in internal communication and content development
-    Practical experience in AI prompting to support content creation, summarisation, ideation and adaptation across channels
-    Data literacy, with the ability to interpret communication, engagement and platform analytics to inform decisions and improve outcomes
-    Experience analysing content performance, engagement trends and audience data to refine communication strategies
-    Knowledge of change management principles and their application in internal communication and employee engagement initiatives
-    Ability to design and deliver communication that supports behavioural change, adoption and mindset shifts
-    Experience supporting communication for digital transformation, process change or organisational change initiatives
-    Ability to adapt messaging for different platforms, audiences and stages of change
-    Comfort working in data driven, agile and technology enabled environments
-    Design management
-    Media Platforms
-    Global Working and Collaboration
-    Organisational considerations

Skills
-    Conceptual Thinking
-    Problem Solving
-    Improvement Driver
-    Culture and Change Champion
-    People Manager
-    Relationship Manager
-    Results Achiever
-    Operationally Astute
-    Research
-    Information Processing 
-    Dealing with ambiguity and complexity
-    Presentation Skills
-    Communication Skills
-    Judgement 
-    Conflict Management
-    Project Management
-    Risk Management

Behavioural Qualities
-    Accountable
-    Adaptable
-    Agile
-    Culturally aware 
-    Gets work done
-    Innovation 
-    Inquisitive