Executive Head: Collections And Customer Acquisition at Vodacom

Role Purpose

The Executive Head: Collections and Customer Acquisition role is based within Consumer Business Unit. To lead the design and implementation of end-to-end collections and customer acquisition strategies with the main focus on driving collections, reducing churn and bad debt ratios. Implement new products, processes, systems and services that are cost effective to drive customer acquisition. Develop and implement campaigns that are aimed at improving collections efficiencies.

Your Responsibilities Will Include
Customer Acquisition

• Oversee the mapping, design and implementation of new vetting processes / enhancements.
• Ensure all business requirements and changes are properly documented (i.e. Business Requirement Specifications)
• Sign-off on UAT testing prior to implementation, and assist with post-implementation reviews.
• Ensure the overall efficiency and accuracy of the vetting value chain by introducing proactive monitoring and exceptions reports.
• Monitor the quality of contract approvals and subsequent connections to ensure booking happen within the prescriber risk mandate
• Lead projects and provide strategic input in areas impacting the customer acquisition process.
• Ensure resolution of escalated IT and business issues relating to Customer Acquisition
• Generate relevant management reports and to interpret information contained in order to make proactive recommendations with regards to business opportunities
• Drive improvements in sustained customer engagements

Leadership and Operational Accountabilities

• Prepare, monitor, control and manage the departmental budget
• Provide leadership and coaching to all employees
• Set and deliver against KPIs for collections and customer acquisition teams to meet Vodacom Services company objectives
• Work with internal operations and business optimisation teams to maximise impact, drive efficiencies and continuous improvement
• Drive active portfolio and lifecycle management of post-paid propositions

The Ideal Candidate For This Role Will Have

• Matric
• BCom Degree
• Masters or MBA Qualification advantageous
• 8 -10 years of Customer Operations experience
• Proven expertise in Collections and Customer Acquisition
• Telecommunications experience
• Adaptability and resilience
• Relationship Management.
• Business & Commercial Acumen.
• Strong analytical skills.
• Problem solving.
• Effective communication and influencing skills.
• Ownership and drive for impact.
• Attention to detail & Quality conscious.
• Planning and Organising.
• Disciplined & Deadline driven.
• Performance Monitoring
• Clear communicator, written and oral
• Ability to engage effectively with senior leadership teams
• Stakeholder management

Closing date of Applications: 28 July 2020

The base location for this role is Vodacom Campus, Midrand