Operations Manager: Blc
2 weeks ago
**About Company**
We are a JSE-listed company that sells innovative technology for mobile commerce to emerging markets in South Africa and abroad. Our users are rich, poor, urban and rural, and we allow them all to interact and transact on an equal footing. We target many of our services at people who do not have easy access to bank accounts, and we allow them the convenience of being able to transact where and when they want to. At Blue Label Telecoms, we’re looking for outliers. People who have a drive to better themselves, their teams and the business with every decision and interaction. We have built an organisation that recognises achievements and celebrates successes. We thrive on collaboration and offer our team members excellent work environments where enjoyment is a part of the experience.
**Job Purpose**
The purpose of this position is driving revenue growth, in line with the overall business acquisition strategy, to seek out profitable new customers for the Company, client retention, administration sales and customer relationship management. Responsible for output and performance targets of the Admin and Sales Department.
**Responsibilities**
**Stock management**
- Updating stock reports to monitor stock levels for all simcards and handsets in the BLC Warehouse
- Transferring stock between warehouses to ensure orders are fulfilled
- Placing orders with suppliers and ensuring these are processed
- Monitoring deal progress and take up to determine stock requirements
**Operations Management**
- Dealing with any and all customer queries the administrators are unable to resolve (relating to billing, cancellation, repairs, airtime, simcards, disputes, debt
- Keeping an open conversation with suppliers on stock requirements and availability
- Managing any disputes received from Intecon or Mercantile Bank for AEDO, NAEDO & DebiCheck transactions for BLC (BR_7035, BR_7177, BR_8382, BR_8548, BR_8473, BR_8474, BR_8475)
- Dealing with bureau disputes and complaints
- Dealing with all CGSO, ComplaintsBoard, Scorpion Legal, POPIA complaints for BLC
**Cancellations & Repairs**
- Tracking the debit orders arranged for cancellation fees where due
- Monitoring the collections booked by my administrators relating to cancellation of contracts & device repairs
- Approving cancellation types and fees per client
- Tracking refunds processed for Call Centre clients (BLC iSmart, BLC BWM, BLC APS)
- Aligning the Skynet invoicing with the confirmed collections processed
- Monitoring swap stock processed & OBF returns received at the repairs centre, ensuring this is returned to the supplier and credit is provided where applicable
- Monitoring swap stock levels at Robtronics to ensure we are able to process in warranty repairs
**Building Capability**
- Managing and updating processes for customer service and providing training where necessary to ensure our administrators are able to perform their duties
- Determining system requirements needed for all administrators and ensuring they have the tools necessary to perform their duties
- Work within existing development framework to build own capabilities and those of direct reports. Provide specialized training or coaching to others throughout the organization in area of expertise
**Miscellaneous**
- Daily/Weekly meetings with BLC dealers, internal & external parties and suppliers regarding new business, stock updates and/or campaign updates
- Ensuring hot leads supplied to BLC are provided to the correct Call Centre for dialing
- Assisting where necessary on staff incentive programmes
- Assisting where necessary on marketing ideas, presentation creation or amendments
- Assisting where necessary on MVNO, Wholesale or VAS dealer queries
**Leadership and Direction**
- Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader organization's mission, vision and values
- Motivate people to commit to these and to doing extraordinary things to achieve local business goals
**Performance Management**
- Manage and report on the performance of a substantial, diverse team
- Set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these
- Take appropriate corrective action where necessary to ensure the achievement of team / personal objectives
**Budgeting and Costing**
- Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization
**Improvement / Innovation**
- Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager
**Health, Safety and Environment**
- Follow the organization's HS&E policies, procedures and mandatory instructions, to identify and mitigate environmental risks and risks to the wellb
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