Indirect Team Lead

3 weeks ago

Midrand, South Africa Nexio Full time

**ROLE PURPOSE**
Nexio supports the Vodacom Indirect Channel through Desk PAM Support services servicing their Indirect Partners and Channels. The primary purpose of the role is to provide general Team Lead functions to Partner Indirect and Business Channels.

Some key deliverables include Desk PAM support management; SR resolution; order and billing queries; account escalations; and general customer queries, as detailed in the role requirements below. Resource Management will be a primary function, managing staff, approving leave, KPI management and stakeholder expectation.

**ROLE REQUIREMENT**
- Playing “The Fixer” role while keeping calm all situations
- First point of contact for all escalations
- Defining processes, accountability and teamwork to decrease the impact of Customer dissatisfaction
- Customer Interaction, offering various support to teams (Sales, Legal, PO, TA’s, C&C and AM’s) to change the attitude of the teams in general towards lack of Customer Maintenance especially aftersales has been completed and it’s in the implementation phase
- Assisting the team in closing the gap with the process of maintaining Customer follow-ups
- Assisting Credit and Risk in resolving EBU and CBU related billing disputes in order to collect revenue
- Assisting the team in providing constant customer maintenance throughout sales tools
- Focusing on providing Customer engagement and immediate aftersales interaction on (new or existing Customers) to regain trust while maintaining company’s integrity
- Communicating various project technical delays with the business partners on behalf of the team
- Meeting with Customers/Business Partners to assist the PAM with immediate requests
- Managing incorrect billing queries on higher level
- Driving Service Request ETAs and satisfactory resolutions
- Monitoring team performance and reporting on gaps
- Creating report on request
- Assisting Credit & Risk Team to follow process of engaging in the collection process with Customer
- Assisting PAM with managing key accounts on request
- Providing constant customer maintenance
- Dealing with customer escalations
- Weekly meeting with Customers to discuss projects, billing and payments
- Managing Back-billing & Implications of premature cancelling and giving customer feedback
- Giving internal and external customers advise on business processes
- Making sure that all cancellations and all credit are processed accordingly
- An ability to define, encourage and evaluate staff performance in relation to clearly defined objectives, timelines and performance standards
- An ability to put people at ease and build sound relationships based on mutual trust and openness
- An ability to plan, manage, monitor and evaluate own workflow and output, anticipating obstacles, juggling priorities and following through on goals and commitments within agreed timeframes
- An ability to be systematic and rule-oriented in gathering, reviewing and evaluating data from a variety of perspectives
- An ability to describe a problem effectively, gather and analyze information and create options to generate a workable solution
- Drive Siebel, VPP and Ignite adaptation
- Pro-active monitoring and reporting of system problems
- Active participation in system requirements
- Involvement system pre-release testing
- Case by case systems issue intervention
- Participation in system enhancement in the support of segment sales and service delivery to customers
- Systems gap analysis and reporting
- Channel behavior analysis and reporting
- on systems
- Assist the channel champion in SME and Indirect product and services
- Technical input in Product to market forums
- New product Testing
- Continuous System testing
- Process testing
- Product Feedback reporting

**TECHNICAL / PROFESSIONAL COMPETENCIES**
- Experience in Telecom’s CRM Systems
- Comprehensive experience in Excel and other related Microsoft Office product Suite
- Experience in dealing with high volume high priority Customer accounts
- Understanding of technical concepts and the ability to communicate it as viable appealing market offerings
- Experience in solution sales and relationship management with a track record of solution selling
- Flexibility and problem handling and solving ability
- Ability to work and manage in an ambiguous and changing environment
- Ability to effectively manage a team

**QUALIFICATIONS & EXPERIENCE**
- Grade 12 (Matric) essential
- At least 1 year sales experience in sales management
- Experience of working with Siebel/Ignite advantageous
- Experience in telecommunications highly advantageous

**LEADERSHIP COMPETENCY REQUIREMENTS
- Equip the team by way of knowledge sharing
- Encourage collaboration
- Big Picture Solution Realisation
- Holistic Organisational Understanding

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