Client Service Delivery Manager (Cellular Network) at Kelly

The Job

We're seeking a Client Service Delivery Manager who is experiened in Cellular / Mobile Network Customer Support Operations, on a 6-Month Project Contract, to be based in the West Rand of JHB.

The role is responsible to drive and ensure the persistent focus on the client in the Fulfilment and customer project implementation of mobile clients, and ensuring quality controls are in place across all processes whilst adhering to regulatory requirements.

Duties & Responsibilities

• Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
• Ensure that regular CSAT surveys are conducted to monitor client satisfaction
• Ensure by working closely with sales team that a premium service is provided to our clients
• Ensure that Real-time tracking of progress on outstanding client incidents happens
• Lead to ensure that all customer projects are completed within agreed time, cost and quality objectives
• Lead, develop and coach the Client Service team
• Act as an ambassador and role model for Enterprise Business by living the brand values and vital behaviours
• Identify ways to fine tune policies, processes and systems in line with changing work practices
• Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
• Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance

Desired Experience & Qualification

• Matric
• 4 Year Tertiary qualification in Commerce or equivalent
• MBA / Masters advantageous
• Have a solid Manager track record of 5 years or more;
• With at least 3 years in Mobile Networks, within a Client Service leadership role
• Be available for a 6-month Project Contract Role

Package & Remuneration

• R275 Per Hour
• 6 Month Fixed-Term Contract