Executive Head: Commercial Operations

2 weeks ago

Midrand, South Africa Vodafone Full time

**Role purpose**:
Defines and ensures implementation of the Vodacom Business Commercial Operations strategy. The role is responsible for minimising turnaround times, ensuring maximum billing accuracy and conversion and the best possible customer experience, in terms of Commercial Operations activities. It furthermore leads Vodacom Business’ NPS maximisation efforts, driving towards a 6 point lead over our nearest competitors. These objectives are achieved through functional leadership of Vodacom Business’ Order Management, Fixed Billing, Billing Assurance and NPS teams.

**Your responsibilities will include**:
**Define Commercial Operations Strategy**
Identify opportunities and risks through market insight and an in-depth understanding of the Vodacom Business Commercial Operations and NPS performance, formulating appropriate short, medium and long term strategies and tactics to out-manoeuvre Vodacom Business’s competition through optimised processes, a competitive cost base and excellent customer experience.

Create an entrepreneurial, agile, innovative and continuous improvement/transformation culture in Vodacom Business Commercial Operations, focused on constantly re-inventing practices through operational excellence, capability development and ubiquitous use of data for improved decision making, and thereby unlocking additional revenue generation, cost savings opportunities and sustainable NPS improvement for Vodacom Business.

**Commercial Operations Capability development and innovation**
Develop robust, scalable capabilities through constant process optimisation/re-engineering and automation, ensuring sufficient focus and delivery from Digital Transformation and IT teams, to enable end to end digital experiences for Order Management, Billing, Revenue Assurance and NPS management

**Deliver value through Commercial Operations**
Embed a “high growth & cost efficiency” mindset in Commercial Operations, to enable revenue growth maximisation, whilst balancing growth versus cost minimisation strategies. Drive an absolute focus on quality and speed of execution, to position Commercial Operations as trusted business advisors to the sales teams, whilst maximising customer experience outcomes and metrics, such as NPS. Constantly seek means to minimise credit notes and maximise billing conversion through revenue assurance activities, to power Vodacom Business’ revenue growth

**NPS Management and customer focused Models**
Develop world class Customer Centric practices, processes and governance methodologies, in collaboration with Vodacom Business Commercial Management, Product, Service and Sales teams in order ensure the frictionless execution of Customer best practices, in order to build customer loyalty as a corner stone for growth and achieve a 6 point NPS lead over our nearest competitors.

**Performing through People**
Supports and enables the team to succeed through contextual use of appropriate leadership styles.

**Managing Stakeholders**
Strategic management of stakeholders to achieve success in the market. Builds collaborative internal and external partnerships and alliances for market success.

**Putting Customers first**
Understands the value of profitable customers and delivers outstanding service to our customers to deliver incremental NPS gains. Approach Commercial Operations through a customer-centric approach, to identify customer pain points and recommend appropriate remedial actions to enable a world-class customer experience

**Must have technical/professional qualifications**:
B Degree/Equivalent
Postgraduate qualifications/MBA
10 years+ experience in Commercial Operations including Billing and Order Management /Revenue Assurance Related roles
5 years+ years of management experience
Experience Managing a Customer Experience program

**Core competencies, knowledge, and experience**:
Knowledge and Skills:
Thought leadership, long term perspective and ability to recognise and leverage inter-dependencies across the business
Advanced relationship management and influencing skills, in order to deliver results through others
Build and lead effective, high performance and results focused Commercial Operations teams and cross-functional squads, according to the #Spirit Vodacom principles
Ability to champion change and effectively manage the implementation of new ideas
Inspire and facilitate outstanding customer experience and long term NPS growth
Previous knowledge / experience in the design of business processes
Effective delegation skills
Experience in Financial Budgeting and forecasting

**Attributes**:
Strong Project Management skills
Good written and oral communication skills
Ability to inspire others - good leadership skills
Customer focused - focus on customer needs when setting goals
Good facilitation, presentation and meeting leadership skills
Good problem solving skills and judgement
Quality awareness
Strategic planning - ability to establish a course of action to accomplish a l

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