Manager: Digital Fulfilment Operations at Telkom

Core Description

• Overall responsible for the operations within the digital environment space of Telkom which include e-telephone directories nationally and management of digital marketing and web design and etc. This includes ensuring the timely execution of success full sales in line with the relevant organisational Key Performance Index (KPIs).
• Manages the staff of both permanent and short term, invoice processing, quality control and customer liaison among others.

Job Responsibilities

Quality Assessments

• Draft Standard Operational procedures and workflows to meet KPI output of staff interpret instructions and execute desired output files and prioritise workload.
• Accurate recording of statistics and project details for weekly/ monthly management reports and stakeholders.
• Address delivery problems timeously and provide solutions to resolve.
• Extract, execute, measure, test and participate in the Quality Assurance (internal and external) processes (telephone) and compile reports.

Operational Management and Planning

• Manages the Operational output channels of all distribution activities.
• Ensure that the right products are delivered to the right place on time to the correct target market and in the most cost-efficient way possible. 
• Project planning and implementation of business activities or outputs in line with the customer’s expectations.   
• Executes operational plans aligned to business objectives using address lists and spatial maps.
• Coordinates the supply and delivery of all consumables associated with the delivery of directories through digital model. 
• Ongoing review of suppliers’ performance and tactical re-planning to maintain Key Performance objectives and performance.
• Continuously monitor and identify new targets markets in line with user needs and target segments.
• Assess risks, problems and limitations and effects necessary controls and improvements to limit and the most efficient cost.
• Updates daily reports on systems to generate performance analysis reports for all channels operations.
• Adheres to predetermined budgets and cost control of delivery, consumables, staff management, supplies, transports, subsequent delivery, related logistics, etc.
• Introduces both pro-active and reactive distribution tactics to address coverage and penetration problems.
• Increase the efficiency of the supply chain to cut costs. Implements just-in-time order processors to prevent unused products and materials to reduce storage space.
• Minimise environmental impact of logistics activities by reducing packaging, planning fuel-efficient routes and reducing the number of trips taken.
• Adheres to logistic regulations covering the transport industry, including those covering the environment and health and safety.
• Supervises Human Capital and other resources and delegate work to staff.

Quality Delivery of the Administrative Functions

• Maintain and identify new processes or/and opportunities to increase delivery services efficiency, reduce costs, and improve customer experiences Control, monitor, evaluate contractual activities of external drivers.
• Organisation of staff into efficient warehouse operational teams to meet delivery targets.
• Continuously guides the supervisor/s and direct reports on operational targets.
• Recruitment of temporary staff to meet targets.
• Monitors and motivates staff for the achievement of distribution targets.
• Draft both fix term and temporary employment contracts.
• Control, monitor, evaluate contractual activities of external distribution drivers.
• Conduct weekly performance measurements for individuals Performance contract and matrix.
• Risk assessment and mitigation within the environment.
• Training and presentation requirements to vendors and internal staff on distribution programs workflows & procedures.
• Directory reconciliation at all internal and external outlets.
• Collecting distribution data from external sources.
• Invoice checking and finance.
• Updates and maintains the internal invoice register and communicates with finance as required.
• Pre-approves all invoices for management after audits.

Core Competencies

FUNCTIONAL KNOWLEDGE

• Business acumen; relevant business products; Service level agreements, leases and contracts; Computer software; Maps and route planning; South African roads network

FUNCTIONAL SKILLS

• Financial (statements, invoicing, credit notes, recons, quotes, claims); Administration; Customer service; Communication; Analytical; Planning & organising; Creative; Transport and warehousing; Project planning and monitoring; Warehouse control

ATTITUDES/ LEADERSHIP COMPETENCIES

• Conscientious; Self-motivated; Result orientated; Business Leadership; Market Leadership; Personal Leadership; People Leadership; Thought Leadership; Values aligned with Telkom values

Certifications

• None

Education

• NQF 6: 3 year Diploma/ National Diploma

Experience

• 5 Years relevant experience

Additional Information

Job responsibilities (continued):

Maintaining Customer Relationships

• Builds customer loyalty by actively seeking to understand the customer's needs and providing solutions.
• Liaise with all vendors, customers and subscribers and assist with problem resolution.
• Provides support information and guidance by researching and recommending new opportunities for quality and service improvements. 
• Control, monitor, evaluate contractual activities of all suppliers.
• Manage day-to-day interactions between all external vendors, customers internal departments and branches.
• Liaise with various stakeholders to ensure operational strategies are communicated.
• Act as subject matter expertise and chief advocate for business.
• Control, monitor, evaluate and motivate contractual activities of external distribution vendors.
• Responsible for staff timesheets, staff claims, petrol claims, subsistence & travel and provides audited documentation to payroll.

Processing of purchase orders

• Tracking deposit refunds.
• Authorise the contractors weekly timesheet and approve hours claimed for invoices.
• Make provisions for future invoices and expenses.
• Reconciles all credit notes to invoices.
• Follow up on outstanding invoices based on monthly statements.
• Reconciles of all vendor statements.
• Verifies all distribution stock and deliveries subject to vendors claims and reports.
• Reconciliation of all waybills from printer, transporters, delivery agents, subcontractors.
• Paper trails for all claims, deposits, refunds, credit notes and invoices.
• Assist with budget planning and load monthly OPEX invoice expenses after audits.
• Obtains competitive quotations and negotiates rates.

Experience:

• 5 Years relevant experience, of which at least 2 years on supervisory level.
• Experience preferably in digital & marketing related products operations, project planning, contract management (SLA's), financial operational environments.

Special requirements:

• Strong administration skills.
• Strong customer service skills dealing with large number of customers.
• Strong English passage.