Contents. You re invited Harvesting new opportunities Sifiso Dabengwa. Empowering our collective legacy Paul Norman. Living our vision Phuthuma Nhleko

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2 Contents You re invited Harvesting new opportunities Sifiso Dabengwa Empowering our collective legacy Paul Norman Living our vision Phuthuma Nhleko The MTN Deal Setting the scene Our philosophy Our people Defining the Deal The five pillars 1. The power of the MTN Brand Bold and inspiring leadership Unlocking potential Celebrating our diverse communities Achieving performance excellence 40 The MTN Values Conclusion

3 Harvesting new opportunities At MTN, we don t want you to work for our company. We want you to walk with us on our journey to remaining the leading telecommunications provider in emerging markets and make this part of your own life s journey. We want to ensure that, no matter your job description, you come to work inspired each and every day, and leave equally inspired. That you are proud of what you contribute in your personal capacity your integrity, innovation, relationships, leadership and Can-Do attitude and know that you make a difference. This booklet is the start of our engagement with you. You re invited We ve called it the MTN Deal because we appreciate that, just like any journey towards success, it needs to be undertaken together. Its contents are a starting point for you to engage with us, share your aspirations, and assist us to make MTN a great place to work. We d therefore like to invite you to partner with us on this Deal to do great things, connect the emerging world and, shape the future together Sifiso Dabengwa MTN Group President and CEO I am extremely honoured to be associated with such a great organisation as MTN, and trust that this will be the experience of each MTNer, regardless of where in the world they find themselves making a contribution. Over the past few years, we have seen global changes impacting on our operations. These trends confirm that business as usual will not allow us to maintain our growth rates anymore, especially with the increased competition, new regulatory pressures and the war for talent intensifying in the majority of our markets. As such, our business is moving into a challenging phase where productivity, commercial and operational excellence, as well as a culture of innovation are becoming more critical than ever before. This makes developing our people imperative. MTN is moving into a new phase of its journey where productivity, commercial and operational excellence, as well as the culture of innovation are becoming more critical than ever before. While MTN has already had pockets of success in driving cost efficiencies, we need to continue with more focus, rigour and discipline, especially when it comes to execution. Productivity challenges require all MTNers to continuously refresh their knowledge and skills whilst striving for performance excellence at an individual, team and organisational level. The MTN Deal is a means of enabling this process and making sure that employees understand what the company offers beyond pay in return for their performance at MTN. I would therefore like to call upon all MTNers to embrace the aforementioned challenges and engage with the business in a meaningful way so that working together we can take MTN to even greater heights. 2 3

4 Empowering our collective legacy We view the diversity of our people as a source of inspiration, creativity, learning and innovation. Paul Norman Group HR Executive At MTN, the diversity of our people is a constant source of inspiration, creativity, learning and innovation. We value our talent and strive to create an environment where competent people can live the company s values and excel both for their own individual benefit, as well as that of the collective organisation. 4 work for MTN and what we expect from MTNers. It is equally important that we acknowledge what is expected by MTNers, and how we should be empowering them throughout their careers at the organisation. This growth conducive environment is further enabled through MTN s geographical footprint and the various opportunities available in our organisation. These make it possible for people to live their careers and fulfil their dreams on a global scale. This booklet has been designed to capture and share our employee value proposition, with you in the form of the MTN Deal. Please take it and make it your own. Use it in discussions with your respective managers and HR practitioners, and ask them to explain specific employment offerings in the organisation relative to your role and contribution to the success of MTN. Because we recognise each MTNer s commitment to realising the MTN vision, and believe that each individual can leave a lasting legacy within the organisation, it is important that we are explicit about what it means to I invite each of you to continue to engage with us and, in this way, make a meaningful contribution to empowering our collective legacy; connecting the emerging world and shaping the future. 5

5 Living our vision The very fibre of this great organisation comprises people who don t just work at MTN, but live the MTN way in everything they do, everywhere they go. Phuthuma Nhleko Non-Executive Vice Chairman of MTN Group and Non-Executive Chairman of the MTN Board During the past nine and a half years with MTN, I have met some phenomenal and inspiring people across our Group. I have witnessed firsthand the exponential growth of this incredible company as we have continued to realise our vision of being the leading telecommunications provider in emerging markets. I have come to realise that the very fibre of this great organisation comprises people who don t just work at MTN, but live the MTN way in everything they do, everywhere they go. At MTN, we are a team of diverse people. We stand united under one common Y ello flag despite our various geographic borders, multiple cultures and different backgrounds. Our diversity and global footprint mean that there is a world of exploration and discovery available to everyone at MTN. Apart from the challenging work we do, we also have various employee programmes, such as Y ellostars and 21 Days of Y ello Care, in place across the organisation. These drive, inspire and make dreams come true for many of our stakeholders. I would like to thank all employees for living our vision and, in so doing, making MTN the company it is today. I would invite each of you to join management in becoming active contributors to the MTN Deal, thereby assisting us to propel this already great company to even greater heights. 6 7

6 Setting the scene At MTN, we recognise we have an inspiring and exciting story to tell. This story is shaped by our company s beliefs and philosophies. It is led by our vision. As an MTNer, you are part of this story. You help narrate it on a daily basis through your work and contribution. You are a key character in each of its scenes. In order for you to experience this story every single day, we need to define it. This is the purpose of the MTN Deal. By sharing the plot of the narrative with you, we will ensure that you live the MTN story; that you re inspired to say: This is why I work at MTN. This is what we do and how we do it. This is how we are changing the world. Let s start at the beginning of the story, with who we are Our philosophy At MTN, we aren t just a company. We re a community one that both connects the emerging world and shapes the future. We go beyond mere connections though. We re committed agents of change: speeding up progress by sharing our technology, and enriching the lives of those we touch. Our pioneering spirit means that we act boldly and decisively, and are always ready to ask Where to next? We are bound by our values and lead by our vision to be the leading telecommunications provider in the emerging world. This is what inspires us. It is our reason for being. One vision. Five values. 21 countries. Over employees. Our people MTNers are visionaries, innovators and leaders. We turn passion into progress, and it is this passion that enriches people s lives everywhere we go. MTNers live the company s values in all we do. We use success to catalyse positive change, and always strive to deliver results in line with MTN s business objectives. Afghanistan Benin Botswana Cameroon Congo Cyprus Ghana Guinea Bissau Guinea Republic Iran Ivory Coast Liberia Nigeria Rwanda South Africa Sudan Swaziland Syria Uganda Yemen Zambia 8 9

7 Defining the Deal The MTN Deal is a mutual commitment between yourself and MTN. From MTN s side, the MTN Deal represents our commitment to understand you, develop career opportunities for you and improve our employment offering beyond reward and recognition. The MTN Deal is thus all about: real opportunities for progress and growth in your career that contribute towards the company s success; real experiences in our globally diverse community; real people with a Can-Do attitude; real opportunities to be led by bold and inspirational leaders; real platforms to express your talent and lead others by example; real rewards offered for your contribution, motivating you to reach your full potential as a member of our community. The above make the MTN Deal more than just an agreement, which is why we refer to it as our commitment to you and with you. But what does all of this mean for you? How will we deliver on this commitment? What should you expect from us? How will we shape MTN s journey together? Like any great story, the MTN Deal comprises a number of main chapters or, in our case, five core pillars: These pillars are the foundation that elevates our brand and inspires the MTN story and experience. The five pillars 1Brand strength The power of the MTN Brand Leadership brand Bold and inspiring leadership Investing in our talent Unlocking potential Globally diverse culture Celebrating our diverse communities Total reward and recognition Achieving performance excellence 10 11

8 Pillar one: The power of the MTN Brand We are an innovative global community. We are passionate about connecting people and enriching lives. Begin a new tomorrow. Inspire creativity. Spark ideas. Think big. Be Innovative. MTN is a powerful brand. It is a global brand: both aspirational and inspirational. In terms of the MTN Deal, we re committed to using the power of the MTN Brand to provide you with: you to a desirable global brand; the increasingly, influential emerging world in which we operate; and Can-Do spirit; Corporate Social Responsibility (CSR) initiatives; and emerging world and enrich lives. In turn, we d like to invite you: that enhance the MTN Brand; challenges others, including senior leaders, to represent and promote MTN and what the brand stands for; for your work; and adopt a continuous learning approach that adds to our body of knowledge; and environmentally friendly practices in your scope of work

9 A brand you can believe in How the power of the MTN Brand has already impacted on the lives of MTNers This is how we are already delivering on our commitment to you using the power of the MTN Brand: of the emerging world. Through your work, you gain valuable expertise in this market whilst making an invaluable contribution. Care initiatives. Image quality problem Lerato Mogale MTN Group The brand s global stature has given me the opportunity to liaise with me to the best in the industry. I have worked on the most exciting and challenging projects that have stretched me in ways I never thought possible especially at my level. Working for a global fast moving brand Janet Darko MTN Ghana It is a real delight to work for an authentic brand that touches millions of lives everyday. Working for MTN means impacting positively on the lives of millions of people and businesses in the developing world, and nothing can be more fulfilling than that. 21 Days of Y ello Care Image quality problem Philip Basiimire MTN Swaziland A career at MTN is truly a one-of-a-kind experience. It s more than working for a telecommunications company. It s an opportunity to be a part of a global brand that touches people. MTN has given me the chance to build a successful career whilst making a difference in the world. At MTN, it s the people who make magic happen. Our job is to connect the world, which requires innovation and passion. These are easily inspired when the whole world is at your fingertips. Putting the power of the MTN Brand into practice Wondering how MTNers across the globe are already living their commitment to the power of the MTN Brand, and using this in their daily activities? This case study from Ghana shows how MTNers used our value of innovation to enhance the power of our brand

10 MTN Ghana Case study: Building an internal culture of innovation to enhance the power of the MTN Brand The challenge At MTN Ghana, we wanted to develop a sustainable competitive advantage in our market. Brett Goschen CEO MTN Ghana Amma Benneh-Ampnsah???????? MTN Ghana The solution We realised that the solution to this challenge would be to use the ideas and knowledge of our employees. Their innovation and knowledge would ensure we delivered sustained business results. To achieve this, we needed to develop an internal culture of innovation that is rooted in the power of the MTN Brand. We did this by creating our very own Innovation Hub. The action taken a communication plan that gave all employees the information they needed about the initiative. were then invited to submit innovative ideas or proposals that would differentiate our global brand. These were reviewed by a cross-functional innovation panel each quarter. Winners were announced on a regular basis. Before long, employees automatically associated our brand with innovation, and used their innovative ideas to continue to build the MTN Brand. The results The Innovation Hub created a culture of innovation at MTN Ghana. This can be seen in the diverse efficiencies. Best of all, we found a way to continuously differentiate MTN Ghana from its competitors and grow the power of the brand through our ability to innovate. 16

11 MTN Nigeria What a World Cup! Thanks for helping us make it work! MTN The only African global sponsor of the 2010 FIFA World Cup. MTN Cyprus received the Award of Excellence at the Mobile World Congress in Barcelona for the exceptional 2007 launch and ongoing marketing campaign of the BlackBerry solution in Cypriot. November 2010: MTN Group President & CEO Phuthuma Nhleko awarded the Lifetime Achiever Award by the 2010/2011 Financial Mail (FM) Little Black Book. MTN was voted the Top Mobile Broadband Provider in South Africa for 2008 in the annual mybroadband survey. MTN Uganda wins Employer of the Year Gold Award MTN Ghana awarded Marketing Orientated Organisation Award at the Chartered Institute of Marketing (CIMG) Ghana Annual awards. MTN Uganda was awarded the EAST AFRICA SUPERBRAND STATUS at the launch of the first edition of the EA Superbrands publication. 100 s of millions of SMS s sent during the 2010 FIFA World Cup. There s a reason MTN is Africa s leading mobile network. A multi-billion dollar upgrade for the 2010 FIFA World Cup. And now that network is at your service. MTN Group was awarded AFRICAN MOBILE OPERATOR OF THE YEAR AWARD at the 3rd annual Comms MEA Awards held in Dubai on 15 December MTN Group included in the JSE s Socially Responsible Investment Index (SRI) for the FOURTH CONSECUTIVE YEAR. Africa s favourite mobile operator. Africa s only global 2010 FIFA World Cup sponsor. MTN ranked 7th place in the World s Best 40 Global Companies by Businessweek, an influential international financial publication. Nintendo and Apple Computers took the number one and two spots respectively. November 2010: MTN South Africa wins the 2010 AfricaCom Award for the Best Marketing Campaign for the Ayoba! Campaign MTN Nigeria Foundation won an award for Best initiative award in support of the Millennium Development Goals at the Ai Investment Awards. MTN Uganda was for the second year running ranked the most preferred employer by fresh graduates. 18

12 Pillar two: Bold and inspiring leadership If you inspire others to be different, to be bold and to become more, you re a leader. Become a bold and visionary leader. Influence. Inspire. Empower. Be a Leader. MTN is a brand that leads both in the world and in its communities. This action is spearheaded by its bold and visionary leaders. In terms of the MTN Deal, we re committed to using our bold and inspiring leadership to: yet people-centred and can operate in diverse environments; capabilities of MTNers to ensure the company s ongoing growth and sustainability; leadership positions; processes in place. These ensure our leadership s growth and accountability; and to assume key leadership roles in our business. Why not use our bold and inspiring leadership to: on our business and in the communities we serve; inspire and empower others through the mentorship, coaching and formal development opportunities you have access to; their part; requires that you keep up to date with company news and developments, and find out how these affect you and/or your team

13 At MTN, we believe in visible and visionary leadership. We value leaders who: 1. Live the MTN values This requires them to: activities; and must lead with integrity, nurture relationships and make innovation a priority. 2. Are emotionally intelligent MTN s leaders: It is better to lead from behind and to put others in front, especially when you celebrate victory when nice things occur. You take the front line when there is danger. Then people will appreciate your leadership. Nelson Mandela 3. Communicate MTN s vision and direction Our leaders must: 4. Respect, engage and develop others This involves: 5. Achieve results Our leaders: to achieve results; each and every day

14 How our bold and inspiring leadership has already impacted on the lives of MTNers Puleng Sejanamane MTN South Africa In the two years I have been at MTN, I have been on a number of Change. The ultimate for me, however, was the Global Advancement Programme (GAP). There I had the privilege of being exposed to worldclass companies in the Asian region but, most importantly, to some of the sharpest minds across MTN s operations. The networking opportunities from GAP have been exceptional. It has also been an honour for me to work with a business coach with whom I can share my aspirations and challenges, and who has helped me pave a path for my personal growth. Mani Marashi MTN Irancell Image quality problem MTN is a great place for smart and driven people regardless of their background. Working at the company isn t about the knowledge you bring to the table, but rather about your ability to cope with changing and end up in the future, the challenges and learning opportunities you have had at MTN will always be huge assets, so will the network of exceptional people you have had access to. Rasha Mardini MTN Syria At MTN, you re encouraged to be yourself. That makes working here very attractive. After working on a couple of projects, I soon found like-minded people who inspired, challenged and excited me. They re all individuals I can reach out to when I have a question, or need constructive advice or a second opinion. All of this has made my MTN experience very rewarding. It s good to be surrounded by people who support you to achieve what you want to achieve, and also help to develop you. Putting MTN s bold and inspiring leadership into practice MTNers across our global footprint inspire others with their bold and visionary leadership on a daily basis. This case study from South Africa shows how the organisation is committed to developing these leadership qualities within MTNers

15 The MTN Deal MTN South Africa Case study: Building and harnessing a leadership brand The challenge Karel Pienaar MD MTN South Africa Themba Nyathi Human Resources Executive MTN South Africa *O.5/ 4PVUI "GSJDB T $IJFG 'JOBODJBM 0óDFS $'0 BQQSPBDIFE the company s learning and development (L&D) team to develop a leadership programme for his employees. While there were already a number of leadership models in place that we could use, these were all fairly complex which made them difficult to put into practice. We wanted to find a way to simplify the theory and develop a programme that worked. The programme also needed to include our traditional talent management processes, such as GFFECBDL BOE UBMFOU SFWJFXT We realised the solution to our problem could lie in the very people we wanted to develop. By inviting them to work with us to design and implement their own leadership programme, we were able to create a system that worked. The solution The action taken The results 26 1BSUOFSJOH XJUI UIF $'0 BOE B DPNQMJNFOU PG TUBò NFNCFST UIF - % UFBN XPSLFE UP EFTJHO B OFX MFBEFSTIJQ QSPHSBNNF GPS UIF PSHBOJTBUJPO 5IF $'0 BOE IJT HFOFSBM NBOBHFNFOU UFBN were very active in this process. They held regular talent review sessions during which every General Manager and Senior Manager s profiles were reviewed. The sessions identified areas that needed development and gave the candidates constructive feedback. The L&D team aligned this process with other developmental services including training, coaching and work assignments to develop the leaders further. Take it to the team workshops were also held on a regular basis to supplement the course. This helped the team to put their leadership into action. Concepts like team charters, values and norms, vision and purpose were all discussed and clarified. Action plans were also put in place to achieve these. These are still reviewed on an annual basis to ensure that they are still aligned with departmental strategy. Thanks to this inclusive approach, the leadership team was able to develop a results-driven and people-centric programme that works. This, in turn, has created a strong culture of personal development and teamwork at the company. As a result, numerous team members have now advanced into senior management roles, enriching the MTN Brand with their own bold and visionary leadership.

16 Pillar three: Unlocking potential MTN is a company that believes in realising potential. We grow the communities we serve and, most importantly, the people who make us what we are. At MTN we realise that we have a responsibility to our talent to invest in you, thereby unlocking both your potential and the potential of our organisation. Believe in yourself, and so will others. Embrace opportunity. Keep learning. Find solutions. Be Great. In terms of the MTN Deal, we re committed to delivering on this by: challenging you and providing you with new learning opportunities; things through innovation a key part of our business; and diverse by including both short and long term assignments in your scope of work; infrastructure, technology and opportunities you need to enable you to constantly grow your expertise; and performance using our Performance Development Plans (PDPs) to ensure we meet your development needs and help you realise your potential. We d like to encourage you to unlock your potential by: opportunity to learn and move out of your comfort zone; opportunities offered to you and participating in MTN s development programmes through your annual PDPs and e-learning opportunities; continuously looking for ways to apply your learning and insights; asking for any learning opportunities, specific tools and experiences that you may need to help you add this value; confines of your job description

17 Unlocking your potential by investing in your development At MTN, we re committed to enabling your development. We live this commitment by providing you with meaningful opportunities to grow and develop, and to foster our corporate values and culture. We do this in a number of different ways: your aspirations. It offers programmes in areas such as leadership dev elopment, business acumen, technology, organisational development and the MTN Way. Web-based programmes, as well as online access to books and media are just some of the tools you can use to learn and develop to your full potential. knowledge and skills. How we have already unlocked the potential of some of your fellow MTNers Stathis Efstathiou MTN Cyprus it all when it came to fast moving products and intense competition. My experience at MTN changed all of that proving more exhilarating than I could have imagined. The environment in which we operate each day is extremely challenging, with the combination of technology and global players who know how to leverage it creating an explosive operating arena. The MTN environment is volatile and challenging but, at the same time, hugely motivating. I personally have had the opportunity to grow into my role by investment in developing my talent has been fundamental to my growth at the company and proved a critical factor that has contributed to my success at MTN. Dominique Ntirushwa MTN Rwanda Working for MTN has been a wonderful experience. The company offers plenty of growth opportunities, and each day I spend here gives me more and more confidence in terms of my own career prospects. I joined MTN as a Call Centre Agent. Now just two years later, I m a Data Solutions Consultant. This proves that, when it comes to MTN, the possibilities are endless. Lyna-Laure Amana Priso MTN Cameroon Compared to other global companies, MTN is a true leader when it comes to the career development of its staff. MTN has made this a priority and invests in this heavily. During my time at the company, I have had the opportunity to attend several conferences with universally renowned guest speakers and great minds, including the Group Leadership Conference. I have also taken part in various development programmes at highly acclaimed learning institutions, such as of Bradford courtesy of MTN which I consider a real privilege. Investing in our talent in practice At MTN, we view the development of all staff as a key enabler of our business on both a local and global scale. Because our footprint extends across borders and continents, the talent we develop can potentially add value to other OpCos in the long term, as seen in this case study from MTN Nigeria

18 MTN Nigeria Case study: Developing our talent and contributing to MTN s diverse workforce Ahmad Farroukh CEO MTN Nigeria Amina Oyagbola Group HR Executive MTN Nigeria The challenge In Nigeria the mobile telecommunications sector is becoming more and more competitive. This has intensified the battle for talent, making it crucial for MTN Nigeria to reinforce its position in the labour market as an employer of choice. To do this, we needed to create a culture that was unique. The solution The action taken we had to offer them an opportunity to become the company s future leaders. By developing a formal structure to invest in our team, we have not only been able to develop leaders who have served the company locally, but gone on to enrich our global team. Our initial goal was to expand MTN Nigeria s leadership development process to go beyond individual development. To achieve this goal we formalised a programme that would create the capacity to produce the future leaders of the company. Using a rigorous screening process, we identified a cadre of exceptional managers with a proven track record and high potential for future development. We used a variety of tools in the screening process, with managers being put through our competency assessment centres. We also By shifting our focus from individual development to leadership development, we were able to: The results of other Group operations.) 32

19 Pillar four: Celebrating our diverse communities MTN s wealth lies in the inclusivity and diversity of its global community. MTN s globally diverse culture gives us a platform to celebrate our differences. By harnessing the unique flavour and heritage of each of our operations, we re able to find innovative solutions to the challenges of the emerging markets in which we operate. Belong to our diverse and exciting community. Celebrate authenticity. Grow understanding. Encourage difference. Be You. In terms of the MTN Deal, we re committed to enabling diversity by: on innovation and how to improve our business; and If your ambition is to have a global career path, we will support you in this venture and assist you to make this dream a reality. Join us in living MTN s commitment to enabling diversity by: attributes of others, even if they differ from your own; while keeping this locally relevant; to succeed in our diverse global community; to the emerging markets where we operate; challenges; and understanding, and sharing your knowledge with others. United in our diversity At MTN, we believe that each MTNer has the potential to come up with the next breakthrough idea the one that will transform our industry. We realise that the individuality of each employee enriches our brand and operation on a global scale. This is why we re already delivering on our part of the MTN Deal to create and celebrate our globally diverse culture. We re doing this by: pollination through our Group culture audit; and teams for both short and long term assignments

20 We recognise that MTN s rich diversity can unlock unique opportunities for our business. This is something embraced by MTNers across the globe Jacira Gomes MTN Guinea Bissau I love MTN because of the organisation s rich diversity. As a Manager in Guinea Bissau, each day is different. Other than local talent, we attract facilitating one meeting in three languages, so as to ensure everyone is on board. This talent mix enriches the strength of our team. Vahid Mazaheri MTN Irancell and services in an exciting and culturally diverse market. This means you need to take the time and make the effort to understand your customers. The knowledge and experience you gain in the process is amazing, and something no-one can take away from you. And, while your workload increases as a result, when you re successful, the sense of achievement just Ahmad Ramadan MTN Syria At MTN Syria, we look for talent with an edge. It is not enough to meet the requirements of the job. You must also be able to overcome cultural ambiguity and adapt accordingly being willing to learn and work outside your comfort zone in this fast evolving industry. We welcome and embrace diversity, and recognise it as an enriching and essential part of MTN s DNA. MENA Middle East Northern Africa WECA West East Central Africa SEA South East Africa How we re enabling our business through our diverse communities While other businesses operating across such a culturally diverse footprint might view establishing common ground is something we re committed to, as is evident in this case study from MTN Afghanistan

21 MTN Afghanistan Hassan Jaber CEO MTN Afghanistan low resolution image Dost Mohammed???????? MTN Afghanistan Case study: Creating and enabling a diverse workforce The challenge Attracting the required skills for our offices in Afghanistan has become a real challenge due to continued political instability in the region. Recruiting employees from different tribes has also proved a sensitive issue. Because we recognise the value a culturally diverse workforce brings, we had to somehow find a way to create and enable this type of multi-cultural team at MTN Afghanistan. By initiating a consultation process that included all of our employees, we were able to reinforce our commitment to diversity in the workplace. The solution The action taken Key business leaders and our Human Resources team engaged with all staff to ensure that everyone received equal opportunities at work, and was made aware that they were receiving equal opportunities at work. We also ensured that everyone had access to the same knowledge and skills development opportunities. The results Today MTN Afghanistan boasts both a sizeable compliment of expatriates from Canada, Nigeria, Lebanon, Philippines, Pakistan, India, Britain and Bolivia, and a healthy representation of the various tribes of Afghanistan. As a result, we re benefiting from the skills and more global outlook of our diverse workforce. 38

22 Pillar five: Achieving performance excellence MTN operates in a highly competitive environment. This is one of the key reasons why we recognise and reward our stars. At MTN we know that you, our MTNers, are our company s greatest asset. It is your innovative ideas that have built our visionary brand and continue to inspire its growth today. This is why we embrace a philosophy of total reward and recognition. Beyond the call of duty. Champion aspirations. Embody Can-Do. Shine. In terms of the MTN Deal, we re committed to assisting you to achieve performance excellence by: total rewards package; that are designed to support your lifestyle and are based on your operational level in the organisation; formal and informal practices in this regard; and a lack of commitment whenever we come across these in the organisation. In turn, we d like to encourage you to: the values of accountability and responsibility; new solutions and going the extra mile when and where required; performance, and use these to further boost your work and contribution; and of your peers through programmes such as Y ellostars. 40 Be a Winner. A brand that rewards and recognises your performance excellence To ensure our compensation and benefit programmes are competitive, we benchmark these against companies who are similar to us in terms of their operations, size and complexity. Providing competitive rewards is not enough, however. This is why we ve developed additional and innovative ways of showing our admiration and appreciation: 41

23 The Y ellostars awards Meet some of our Y ellostars winners and be inspired to make a similar contribution MTN values Knowledge sharing recognition framework. The programme was designed to assist us in building an organisational culture of personal acknowledgement and recognition that filters all the way down from leaders to colleagues and employees in all levels of the organisation. MTNers who go the extra mile and contribute to the success of the company are recognised in the categories of customer service; living the MTN values; knowledge sharing; and star performance. Zaheer Surgul MTN Afhanistan Zaheer displayed great integrity and compassion, resulting in the safety and security of other employees. Saleh Al-Nakhlani MTN Yemen Saleh is known for his eagerness to help wherever he can. He is always inspired to find solutions to business challenges. Star performance Customer service Davies Emeka-Ekel MTN Nigeria Using his innovative skills, Davies has installed various anti-theft devices, saving MTN large amounts of money. Silvere Bitsamina MTN Congo Brazzaville Silvere s courage and determination to overcome all obstacles to serve customers is something everyone should aspire to. His commitment has the help of a single distributor. Encouraging star performance each and every day While developing a culture of high-performance is a commonplace objective for most businesses, acknowledging excellence is not an option. It s as important as encouraging performance excellence itself

24 MTN Irancell Awaiting Image????????? CEO MTN Irancell Saeid Khak Rah???????? MTN Irancell Case study: Mobilising staff to participate in MTN Y ellostars The challenge When Irancell joined the MTN family, most of our new staff members didn t understand the objective of the Y ellostars awards as they had not been exposed to this type of programme before. This translated into a very low rate of staff participation something we were committed to address. The solution The action taken We soon realised that the low participation rate was directly linked to inadequate knowledge and understanding of the programme. Because staff couldn t see the link between Y ellostars and MTN s business objectives, many of them weren t interested in taking part. To change this behaviour, we needed to educate our team. We also needed to drive the education campaign through the company s managers, ensuring their buy-in and that the message was filtered throughout our operations. MTN Irancell immediately started working with the company s Line Managers to engage staff. We educated them about the objectives and benefits of the Y ellostars programme. This embedded the culture of business performance and recognition that we wanted to create. endorsed it, and publicly encouraged their staff to nominate colleagues who went beyond the call of duty. We also used branding elements in the building to create additional awareness about Y ellostars. The team validated the nomination process and announced the quarterly and annual winners. All of our Y ellostars were recognised during a breakfast attended by panel members, nominators and heads of various departments. Being chosen as a Y ellostar became very meaningful and desirable. This meant that the awards started driving a culture of performance excellence and acknowledging performance excellence at MTN Irancell. 44 The results Our education and branding campaigns have given staff the information they needed to understand and appreciate the value of the awards. More and more of them have started to participate as a result. This, in turn, has encouraged our MTNers to go above and beyond what is required of them. Our Y ellostars winners have additionally made a significant contribution to MTN Irancell improving business performance, customer satisfaction, knowledge sharing and, ultimately, helping us to develop a values-based culture. Most importantly however, Y ellostars has shown every employee that their effort is being noticed and appreciated by their leaders and fellow peers.

25 The MTN Values Just as the MTN Deal is led by our vision and shaped by our beliefs and philosophies, so too is it supported by the five MTN values: Integrity Consistently doing what is right: being honest, trustworthy and reliable, and always delivering on your commitments. Innovation Finding new ways of doing things and continually improving ways things have always been done: being creative, original and solution-focused. Relationships Positively working together to achieving our goals: embracing differences and diversity, working as a team, respecting and caring for one another, being cooperative and friendly, and communicating clearly. Leadership Providing vision and guidance: proactively leading by example, inspiring others, demonstrating ownership, passion and dependability, being fair and caring. Can-Do Believing anything is possible: believing in yourself and being positive, having the courage to follow your convictions, being an inspiration to others, being willing to persevere and achieving performance excellence. 46

26 And, while this might be the end of your booklet, we encourage you to rather see it as the start of our MTN Deal with you For further information please visit

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