Executive Head: Vodapay Operations

2 weeks ago

Pretoria, Gauteng, South Africa Istituto Marangoni Full time
When it comes to putting people first, we're number 1. The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.

Role purpose:

Own and Execute on the Vodapay customer strategy and deliver a differentiated customer experience through partners, the Vodapay support centre and digital support channels.

Responsible for the Vodapay Customer Service Operational and Commercial relationship with a portfolio of Outsourced Business Partners with a focus to deliver on our Customer Promise.


Your responsibilities will include:

Deliver & execute against COPS & Vodapay's service transformation strategy Drive the execution and delivery of superior customer engagement via the VodaPayapp Own and execute on the enablement of digital customer journeys, digital self-service, call centre functions, and insights to ensure the VodaPayapp is constantly improved to resolve customer engagements.

Managed Outsourced contracts, monitor compliance with contract conditions and group performance standards and targets, Ensure that the outsourced estate as a whole is progressive and unlock innovation.

E2E Accountability for Vodapay Customer Experience Ensure the Vodapay support teams are functioning optimally and efficiently. Deliver through cross-functional, engaged teams and establish a culture of continuous improvement. Deliver automation against revenue cost targets.

Responsible for Cost management Deliver key operational and strategic solutions that impact the Customer experience and align to the Commercial Operations Strategy This role requires a passion for the customer, strong execution, delivery capability and the operational expertise to manage partners and internal support teams across geographies, locations and touch points.

Commercial competency and planning cross-functional team delivery is critical to the role.

The ideal candidate for this role will have: Education and Experience Relevant 3-year tertiary qualification – Essential MBA or MBL qualification will be an advantage A minimum of 8 to 10 years of relevant experience in the following: 4 years of Customer Care experience is essential 2 years of Contracts Management is essential 2 year Call Centre outsourcing experience is essential A minimum of 3 years spent in a management position is essential Experience dealing with senior leadership teams is essential Proven track record of recommending changes and continuous improvement initiatives across multiple areas.

Ability to consult across business units and a sound appreciation of commercial and technological environments within the ICT sector.

Job Knowledge:
Knowledge of Customer Service and Call centres is essential Knowledge of Outsourcing principles and Outsourced Operating models is essential A sound understanding of organisational design is essential Knowledge of Contract management is essential Knowledge of drafting and interpreting commercial agreements is essential End-to-end customer management principles and NPS is essential Sound Commercial understanding and Financial acumen Stakeholder management

Job-Related Skills:
Planning, organising and coordination skills are essential Decision-making and problem-solving skills are essential Conflict management skills are essential Quality management skills are essential Negotiation skills are essential Analytical skills are essential Inter-personal and communication skills are essential Detail orientated
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 organisational culture that recognises, appreciates and values diversity & inclusion.
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