Manager: Business Insights & MIS at Vodacom

Role purpose

The Manager: Business Insights and MIS position is based within the Commercial Operations Business Unit. The role of the Manager: Business Insights and MIS position is to be responsible for defining & managing the Management Information strategy and process in Customer Care and aligning this within the Vodafone framework as well as identifying and implementing systems and processes to deliver standard and non-standard reporting to Executive management across the various business units in the organization.
This role is also responsible for the ownership and management of driving meaningful business insights, industry best practice and trends and well as recommendations that align to the strategic objectives: -

• Manage the delivery of Monthly & Quarterly benchmark Reporting and Business Insights
• Manage the architecture and technology to streamline the automation of reporting
• Manage the delivery of dashboards and visualization for senior COPS leadership.
• Manage the delivery of research and trends on industry best practice

Your Responsibilities Will Include

• Define and design standard management reports to be presented to key stakeholders
• Ownership of governance model to allow for & implement changes to reports
• Manage the delivery of Monthly BU performance management pack to be compiled and presented to SLT
• Business unit performance management packs to be compiled and presented to SLT
• Ensure high standard & adherence to all internal controls
• Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis
• Manage the development of QlikSense executive dashboards and report automation
• Collaboration and Partnership with the various business areas such as Workforce Management, Operations, Contact Centre Systems, Business Improvement, Business Insights and Quality etc
• Management information governance
• Contribute to the overall reporting process (definitions, segmentation, etc)
• Design data requirements and validate IT developments of the reporting system/database
• Develop reports relevant to the effective management of customer experience and COPS strategic objectives.
• Development of Business Insights
• Manage the development of analysis dashboards and QlikSense models that drive root cause analysis.
• Lead and drive data analysis that seeks to improve customer experience, reduce contacts, reduce repeat calls, and drive revenue.
• Bi-Weekly, Monthly, and Quarterly presentation of complex data analysis with relevant recommendations backed by research and best practice

The Ideal Candidate For This Role Will Have

• Matric / Grade 12 essential
• 3-year business-related Degree (BCom, Business Management, IS) essential
• Minimum of 8+ years of relevant experience in MIS, BI and Insights essential

Minimum Of 2 Years Leadership Experience Essential

• Minimum of 2 years Implementing MIS Systems essential
• Contact Centre Operations & Workforce Management experience
• Minimum of 3+ yrs Leadership/Management/Supervisory experience essential
• Agile practices and methodologies
• Digital skills and understands systems and processes
• Program Increment (PI) Planning
• Customer Experience knowledge and Business process Transformation
• Fluent with data, big data practices, machine learning & prediction techniques
• Natural “servant” leader with excellent written and verbal communications skills to drive alignment with the product vision
• Strong business acumen with an in-depth understanding of the contribution of the domain to the wider digital business strategy
• Excellent collaboration and stakeholder management skills across the business and technical domain
• Understanding of both the current Telecommunications and digital services market and emerging business trends

Closing date for Applications: 17 November 2020
The base location for this role is Cape Town or Johannesburg.