Partner Manager

4 weeks ago


Midrand, South Africa Vodafone Full time

**Role purpose**:
**Your responsibilities will include**:
To build and maintain optimal relationships with key stakeholders within the internal environment and Outsourced portfolio
To manage day-to-day activities at outsourced operations, and be integrated into the Vodacom Financial Services and Digital work streams
To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards
To Execute on the
- AI VodaPay strategy and update quarterly to inform product and feature roadmaps
To establish benchmarks and support outsourced operations to achieve targets
To establish and maintain a culture of continuous improvement to continually improve our service offering to our customers through digital technologies and platforms
To practice Financial prudence and structure operations to achieve efficiencies
Pro-actively audit environments to ensure operational discipline
To conduct outsource vendor negotiation
Ensure Management and administration of budgets for Contracts

Assist with operationalizing new lines of digital support centres
Act as an escalation point within VodaPay to actively champion and drive fixes upstream within VodaPay that impact your ability to create the frictionless experience for VodaPay Customers through digital platforms
Act as an escalation point to senior stakeholders within your environment to actively champion and ensure that you drive and deliver on downstream fixes within your business to create a frictionless experience for Vodacom Customers
Engage and Manage Change Requests (CR) across three elements: New CR’s, Renewed CR’s or end of life CR’s
Support Proof of Value Initiatives
Perform Health Checks to ensure that as a partner your service commitments are being delivered as agreed within the SOW and Commercial documents, where there is a deviation he will initiate a partner improvement plan that is signed off with committed actions and dates to redress non
- performance or slippage
Actively drive customer advocacy

Relevant 3-year degree

**Experience**
Relevant 3yr Degree/Diploma
A minimum of 5-8 years of Call Centre Experience is essential
At least 2 years must be of Contract Management and 2 years of Call Centre Outsourcing Experience is essential
Transforming existing business capability from a traditional business model into a digital framework
Leadership, management and supervisory experience
Project management
Digital product management

**Core competencies, knowledge and experience**
High Knowledge of the Call Centres is essential
Knowledge of Customer Service is essential
Knowledge of Outsourcing principles is essential
Knowledge of Contract management is essential
Knowledge of Budget management is essential
Negotiation Skills are essential
Analytical Skills are essential
Inter-personal Skills are essential
Leadership Skills are essential
Digital skills
Conflict Management Skills are essential
Excellent Communication (Written & Verbal) Skills are essential
Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy
Excellent collaboration and stakeholder management skills across the business and technical domain
Understanding of telecommunications, financial services, digital services market and emerging business trends

Closing date for Applications**:13 March 2023**

The base location for this role is **Midrand, Vodacom 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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