Manager: High Value Partner Mgt_CCG011 at Vodafone Global Enterprise

Role Purpose/Business Unit:

• This role is dedicated to driving service excellence through strategic engagement with Managed Partners, ensuring customers enjoy a seamless and satisfying experience via the contact centre.
• It provides focused leadership and accountability for frontline teams servicing our high-value customer segment. This role is responsible for overseeing daily operations across outsourced partner sites, ensuring they align with the established operating model.
• It focuses on driving consistent execution of service standards to elevate customer satisfaction and loyalty.
• By leading performance management initiatives, the role enhances team effectiveness and service delivery. Additionally, it involves cross-functional collaboration to plan and coordinate activities that support broader business objectives and deliver positive customer outcomes.
• A key focus is maintaining commercial acumen to drive partner performance, optimize cost efficiency, and support sustainable business outcomes.

Your responsibilities will include:

To build and maintain optimal relationships with key stakeholders within internal environment and Outsourced portfolio

• To manage day to day activities at outsourced operations
• To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards
• To co-ordinate issue resolution at Outsourced Operations
• To establish benchmarks and support outsourced operations to achieve targets
• To establish and maintain a culture of continuous improvement to continually improve our service offering to our customers
• To practice Financial prudence and structure operations to achieve efficiencies
• Pro-actively audit environments to ensure operational discipline
• To conduct outsource vendor negotiation
• Ensure Management and administration of budgets for Contracts
• Assist with operationalising new lines of business
• Act as an escalation point within Vodacom to actively champion and drive fixes upstream within Vodacom that impact your ability to create the frictionless experience for Vodacom Customers
• Act as an escalation point to senior stakeholders within your environment to actively champion and ensure that you drive and deliver on downstream fixes within your business to create a frictionless experience for Vodacom Customers
• Engage and Manage Change Requests  (CR) across three elements: New CR’s  , Renewed CR’s or end of life CR’s
• Support Proof of Value Initiatives
• Perform Health Checks to ensure that as a partner your service commitments are being delivered as agreed within the SOW and Commercial documents, where there is a deviation he will initiate a partner improvement plan that is signed off with committed actions and dates to redress non- performance or slippage
• Actively drive customer advocacy

The ideal candidate for this role will have:

• Matric
• Relevant 3 year Degree/Diploma
• Minimum of 5-8 years Call Centre Experience is essential  
• At least 2 years must be of Contract Management and  2 years Call Centre Outsourcing Experience is essential 
• With a minimum of 2 years at Supervisory and or Management experience is essential

OR

• Matric
• Minimum of 8 years Call Centre Experience is essential
• At least 2 years must be of Contract Management and  2 years Call Centre Outsourcing Experience is essential
• With a minimum of 18 months at Supervisory and or Management experience is essential

Core competencies, knowledge, and experience:

• High Knowledge of the Call Centres is essential
• Knowledge of Customer Service is essential
• Knowledge of Outsourcing principles is essential
• Knowledge of Contract management is essential  
• Knowledge of Budget management is essential 
• Negotiation Skills are essential 
• Analytical Skills are essential 
• Inter-personal Skills are essential 
• Leadership Skills are essential 
• Conflict Management Skills are essential 
• Excellent Communication (Written & Verbal) Skills are essential

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 28 November 2025