Executive Head: VodaPay Customer Care Commercial Operations at Vodafone Global Enterprise

Role purpose:

• Own and Execute on the Vodapay customer strategy and deliver a differentiated customer experience through partners, the Vodapay support centre and digital support channels.  Responsible for the Vodapay Customer Service Operational and Commercial relationship with a portfolio of Outsourced Business Partners with a focus on delivering on our Customer Promise. 

Your responsibilities will include:

• Deliver & execute against COPS & Vodapay’ service transformation strategy  
• Drive the execution and delivery of superior customer engagement via the VodaPayapp
• Own and execute on the enablement of digital customer journeys, digital self-service, call centre functions, and insights to ensure the VodaPayapp is constantly improved to resolve customer engagements.
• Managed Outsourced contracts, monitor compliance with contract conditions and group performance standards and targets, 
• Ensure that the outsourced estate as a whole is progressive and unlock innovation. 
• E2E accountability for Vodapay Customer Experience
• Ensure the Vodapay support teams are functioning optimally and efficiently.
• Deliver through cross functional, engaged teams and establish a culture of continuous improvement.
• Deliver automation against revenue cost targets. 
• Responsible for Cost management 
• Deliver key operational and strategic solutions that impact the Customer experience and align to the Commercial Operations Strategy

This role requires a passion for the customer, strong execution, delivery capability and the operational expertise to manage partners and internal support teams across geographies, locations and touch points. Commercial competency and planning cross functional team delivery is critical to the role. 

The ideal candidate for this role will have:

Education and Experience

• Relevant 3 year tertiary qualification – Essential 
• MBA or MBL qualification will be an advantage 
• A minimum of 8 years work experience including: 
• 3 years in a Customer Care environment 
• 1 year Call Centre outsourcing experience 
• 2 -  3 years in a leadership position is essential 
• Experience dealing with senior leadership teams is essential
• Proven track record of recommending changes and continuous improvement initiatives across multiple areas.
• Ability to consult across business units and a sound appreciation of commercial and technological environments within the ICT sector.

Job Knowledge:

• Knowledge of Customer Service and Call centres is essential 
• Knowledge of Outsourcing principles and Outsourced Operating models is essential 
• A sound understanding of organisational design is essential
• Knowledge of Contract management is essential 
• Knowledge of drafting and interpreting commercial agreements is essential
• End-to-end customer management principles and NPS is essential
• Sound Commercial understanding and Financial acumen
• Stakeholder management

Job-Related Skills:

• Planning, organising and coordination skills are essential
• Decision-making and problem-solving skills are essential 
• Conflict management skills are essential 
• Quality management skills are essential 
• Negotiation skills are essential 
• Analytical skills are essential 
• Inter-personal and communication skills are essential 
• Detail orientated