Order Management Team Lead

2 weeks ago

Midrand, Gauteng, South Africa Nexio Full time

ROLE PURPOSE
A vacancy exists in the Commercial Management team for an Order Management
TEAM LEAD**.

The primary function of the role will be to manage the Order Management team comprising of Technical Administrators, Cancellations Specialists and Order Assurers.

The role will require daily management of people, processes, and systems and reporting, ensuring all order management related activities are managed and Operational Level Agreement targets including quality are adhered to.

Key Stakeholder Management will also be a key deliverable, particularly relating to Operational Level Agreements, Service Level Agreements and Staff related activities and deliverables.

Resource KPI indicators, job requirements and overall Resource Management will be another key focus.

Service Provider Responsibilities include:

Responsible for managing the operational delivery of the Order Management team on the Vodacom Commercial Operations Contract

  • Resource Management (People, Process and System management; Sick Leave; Resource Development and KPI)
  • Managing daily, weekly and monthly workload distribution and work tracking and reporting (Service Requests and Sales Orders)
  • Adjusting daily work allocation based on client priority and resource availability
  • Responding to daily performance indicators
  • Managing corrective actions when performance targets are not being met
  • Managing client escalations
  • Identifying opportunities for service and process improvement Identifying and scheduling of required training for Order Management
  • Conduct weekly Operational Review meetings with the respective delivery teams
  • Formulating and managing quality control mechanisms and quality processes and standards within Order
  • Contributing to Monthly Management Reporting to Customer EHOD on monthly statistical performance and overall Order Management activities, targets and quality.

ROLE REQUIREMENT

Assume responsibility for the following:
-
Order Management:

-
Responsibilities include:

  • Responsible for managing the timeous and effective processing of Order Management Service Requests and capturing of Sales
  • Managing Cancellations Service Requests and Cancellation orders, inclusive but not limited to Balance of Contract SR's and
  • Responsible for the maintenance and integrity of the Order Fulfilment information on the system
  • Ensuring Vodacom Business Service Requests and Orders are processed timeously and accurately
  • Maintain the external SLA and internal OLA agreements
  • Attend customer meetings
  • Assist with sales enablement activities and training
  • Manage Turn Around Time and Work allocation
  • Management of Order Assurance activities
  • Drive Net Promoter Score (NPS) and Customer satisfaction
  • Enforce the company business policy and process
  • Implement quality checks and ensure contract compliance to minimize escalations, revenue leakage and incorrect order capturing
  • Responsible for the processes and procedures to ensure success and timeous order processing.
  • Effective Engagement of Customer Stakeholders and any other channels linked to order fulfilment.
  • Ensure that all activities are in accordance with management policies and procedures and compliant to relevant legislation

Additional Information:

  • Individuals at this level have fully developed knowledge of the business, marketplace and clients. Is recognized as an expert in their respective trade of Operations Management and Order Management.
  • Good Managerial skills and
  • Able to build strong interpersonal relationships with peers, brand leaders, and other senior Exec's
  • Able to be a "big picture" thinker
  • The role requires thorough and detailed investigation and clear interpretation skills
  • Professional communication skills; great resolution capabilities. Time Management skills
  • Motivate Team Members to optimally utilise and develop their individual skills

TECHNICAL / PROFESSIONAL COMPETENCIES

  • Vodacom Systems Knowledge and Order fulfilment Experience essential
  • Siebel and MSPI System Knowledge essential
  • Advanced Excel
  • Inquisitive mind and thorough planning
  • Resource Management Best Practice Methodologies

EDUCATIONS AND EXPERIENCE REQUIRED

  • Matric and post school Business Management or IT related certification essential
  • 3year degree in Business Management or IT preferred.
  • A Minimum of 5 years' experience in CRM systems and
  • A minimum of 3 years Management or equivalent Team Lead Experience within Telco Environment

LEADERSHIP COMPETENCY REQUIREMENTS

  • Minimum of 5 years' relevant experience with 3 years' leadership/supervisory
  • Knowledge and understanding of Telecommunications business operations
  • Working experience in Siebel and / or other CRM related systems and solutions
  • People Management Skills and Attributes. Good leadership qualities

Desired:
Sound knowledge of Sales and Order processes Knowledge of Product Development Processes Advanced PC skills with Microsoft Office Suite

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