Manager Machine Learning - MultiChoice

The MultiChoice Group is a broad-based multinational media and entertainment group headquartered in South Africa, Dubai and Netherlands with principal operations in pay television, video entertainment, advertising and content security serving rapidly growing base of 20 million subscribers. Brands within the Group include DSTV, GOTv, SuperSport, M-net, DStv app, Showmax and Europe-based content security leader Irdeto.

MultiChoice Group has a successful history of identifying trends early, adapting them for our markets and leveraging them to provide the best experience to customers in Africa. The group’s strength lies in its focus on local language and culture, its entrepreneurial spirit and the quality of its workforce.

By joining our team, you can help in achieving our objectives, namely: Expand Pay TV, grow SVOD subscriber base and advertising sales; focus on investment and technology; maintain a local approach, provide quality service and attract innovative and motivated employees

Department: Customer Operations

Key Customers

• Internal: BTD, IT, Customer Care, Commercial Sales, Finance, IT
• External: Customers, Technology providers

Key Performance Objectives

Tasks

Stakeholder Management & Strategy

• Understand key stakeholders and manage expectations
• Manage the development and maintenance of a strong business relationship with both internal and external customers, to ensure mutually beneficial interaction, in an effort to meet the objectives
• Maintain relationships with external vendors who supply the software for Machine Learning systems as well as Machine Learning partners across the business and network.
• Engage in overall customer service strategy and defining how to provide the best customer experience while continuing to drive maximum efficiency. This position must be able to align Machine Learning efforts to overall customer outcomes and support company objectives.
• Implements and manages effective platform projects/ programmes measured by successful implementation within agreed timelines and budgets, as well as delivering on projected benefits.

Analysis

• Drive the automation the trend analysis to enable machine learning to identify possible interruptions
• Ensure the provision of decisions to the relevant stakeholders to enable the reduction of the time to resolve.
• Drive the creation of advanced analytics models – after that create machine learning frameworks to automate these models
• Use machine learning to identify trends in internal processes without human intervention
• Lead the discovery of opportunities to implement machine learning including but not limited to forecasting, disconnect planning and predictive modelling.

People Management

• Lead a team of ±10 technical professionals
• Ensure that team stays up with technology developments and maintains skills required to develop advanced ML solutions
• Motivate and ensure high performing team

Automation

• Use machine learning to identify trends and be able to detect disasters before they happen
• Use machine learning to assist in the decision to resolve the potential disruptions internally and externally

Machine Learning/AI

• Use Machine Learning for key customer journey management across the omni-channel framework.
• Lead development of models and provide expertise on development and implementation
• Lead key AI initiatives within the business
• Develop AI/ML use cases with business cases and implementation plans

Technical Competencies (List the key technical competencies)

• People Management
• Strategy
• Cloud Technologies
• Machine Learning/AI (Advanced understanding and experience Mandatory)
• Research
• Experimental design
• Statistics/Applied Mathematics
• Stakeholder Management
• Monitoring and Evaluation
• Outside-In thinking

Behavioural Competencies (List the key behavioural competencies)

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking
• Coaching
• Relationship Building
• Conflict Resolution
• Decision Making

KEY REQUIREMENTS

• Degree in Engineering/Computer Science/IT
• A minimum of 5-8 years’ work experience, in a technology; telecommunications related environment