Executive Head: VodaPay Operations

2 weeks ago


Johannesburg, Gauteng, South Africa Vodafone Full time
When it comes to putting people first, we're number 1

The Top Employer in South Africa, certified by the Top Employer Institute 2024.

Role purpose:

Own and Execute on the Vodapay customer strategy to deliver a unique customer experience through partners, the Vodapay support centre, and digital channels. Responsible for the Vodapay Customer Service Operational and Commercial relationship with Outsourced Business Partners to fulfill our Customer Promise.

Your responsibilities will include:
  • Deliver & execute against COPS & Vodapay's service transformation strategy
  • Drive superior customer engagement via the VodaPayapp
  • Enable digital customer journeys, self-service, call center functions, and insights for constant VodaPayapp improvement
  • Manage Outsourced contracts and ensure compliance and performance standards
  • Drive innovation within the outsourced estate
  • E2E Accountability for Vodapay Customer Experience
  • Optimize the Vodapay support teams
  • Establish a culture of continuous improvement
  • Automate processes to meet revenue cost targets
  • Manage costs effectively
  • Deliver strategic solutions for enhanced Customer experience
The ideal candidate for this role will have:
  • Relevant tertiary qualification (3 years)
  • MBA or MBL qualification preferred
  • 8-10 years of relevant experience with Customer Care, Contracts Management, and Call Centre outsourcing
  • Management experience
  • Experience in implementing improvement initiatives
  • Excellent commercial and technological acumen within the ICT sector
Job Knowledge:
  • Customer Service and Call center knowledge
  • Outsourcing principles and models understanding
  • Organisational design comprehension
  • Contract management skills
  • Commercial agreement interpretation
  • End-to-end customer management principles
  • Commercial and Financial understanding
  • Stakeholder management
Job-Related Skills:
  • Planning, organizing, and coordination
  • Decision-making and problem-solving
  • Conflict management
  • Quality management
  • Negotiation
  • Analytical
  • Inter-personal and communication
  • Detail-oriented

Closing date for Applications: 14 June 2024

The base location for this role is Vodacom Midrand Campus

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply. Vodacom is committed to an organizational culture that recognizes, appreciates, and values diversity & inclusion.



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