Senior Consultant: Regional Enablement, Improvement

2 weeks ago

Midrand, Gauteng, South Africa Vodafone Full time

Role purpose:

  • Lead and manage in region capability, solutions and digital readiness and enablement focused on compliance, learnings, and performance
  • Manage and drive continual model improvement through retail programs and reengineering of business processes, journeys, systems, and rules, etc. focused at driving an enhanced seamless customer experience
  • Support digital at the core within retail through identifying root causes via Escalated issues, Customer pain points. Programs, TPSD and CIC that impacts customer experience and solving for this through first time resolution, call reduction and improved Retail TNPS
  • Support on TNPS within Region managing close loop and gaining insights and learnings from detractors and passive that impact ongoing business improvement
  • Reporting and analysing, managing reports compilation, presentation and execution as well as, analysis of information, trends, insights that impact the customer, business and model design
  • Support and engage across various stakeholders internally and externally that form a crucial part to improving the retail model and customer service delivery

Your responsibilities will include:

Regional Enablement, Improvement & Compliance Management:

  • Identify non-conformance SRs in Retail
  • Provide high quality support and service to external and internal customers while building and maintaining relationships with relevant role players
  • Ensure business process improvements made in region of control through regular engagement and Business units, related programs, and learnings.
  • Support on an adhoc basis Close Loop cases detractors and passives
  • Support on an adhoc basis from Regional SLT Offices, managing end to end timeous resolution and root cause fix
  • Drive digital enablement and compliance within regions
  • Support within region capability, solutions, and digital readiness
  • Drive digital at the core within retail through identifying root causes via escalated issues. retail programs and reengineering of business processes, journeys, systems, and rules, etc. focused at driving an enhanced seamless customer experience
  • Lead in developing, streamlining, simplifying, and implementing process improvements to meet business requirements
  • Support regional teams on various key initiative as prescribed that impact CX Retail e.g. Power Circles in Retail stores
  • Conduct root cause analysis and manage failure trends specific to customer escalation and learnings from regions/programs/backend support teams that impact the customer, business and model design

Reporting Input:

  • Compile weekly and monthly reports per respective area of control
  • Analyse customer transactional and escalation trends
  • Interpret automated Reporting (e.g. Qliksense, Eyerys, Siebel, Icap)
  • Prepare presentations as an when required within the role

Quality Management:

  • Deliver highest standards in the way in which reporting is managed and taken into next steps
  • Attention to detail on the insights, analysis, tends, learnings and actions taken to ensure service improvement and enhanced customer experience

Must have technical / professional qualifications:

  • Understanding of Vodacom's Retail offerings: Retail Model and products and services is an advantage
  • Understanding of Vodacom processes and systems within the Retail environment is an advantage
  • Knowledge of the Retail environment and Telecommunications is an advantage
  • Advanced understanding and use of Vodacom Systems and Reporting tools (Siebel/ Icap/ M2 / Qliksense / Eyerys)
  • MS OFFICE knowledge and use including advanced excel proficiency is essential

Qualifications:

  • Grade 12 (Essential)
  • 3year Degree/Diploma in Business/Commerce or related field
  • A minimum 2+ year's relevant working experience in customer facing environment is essential i.e. customer care or retail or areas that support customer care/retail
  • Minimum of 12 years' experience in dealing with advanced customer escalations / queries is essential
  • Knowledge in business processes/ journeys/models and improvement methodologies is desirable

OR

  • Grade 12 (Essential)
  • Relevant courses/certificates will be an advantage
  • A minimum of 5+ year's relevant working experience in customer facing environment is essential i.e. customer care or retail or area that supported customer care/retail
  • Minimum of 12 years' experience in dealing with advanced customer escalations / queries is essential
  • Knowledge in business processes/ journeys/models and improvement methodologies is desirable
.

Core competencies, knowledge, and experience:

  • Creative and innovative
  • Customer centric and 'can do' culture
  • Strong Communication Skills (verbal and written)
  • Process understanding of customer journeys in Retail
  • Liaison, Negotiation and Problemsolving skills
  • Interpersonal and Conflict management skills
  • Selfmanagement and awareness
  • Excellent follow up and follow through
  • Adapting and Responsive

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