Managing Executive: Business Operations & Delivery at Vodafone Global Enterprise

Role Purpose/Business Unit:

• The Managing Executive, Business Operations, is a strategic leader responsible for driving operational excellence, commercial effectiveness and overall delivery across the Vodacom business back office functions.
• This role oversees the critical processes that support the sales cycle, in-life operations, and business performance, ensuring efficiency, accuracy, and alignment with the company's growth objectives.
• The incumbent will be a key driver of maintaining the health and quality of the sales pipeline to deliver profitable growth, enabling the in-life growth of customers and empowering data-driven decision-making across the business.
• The incumbent is in charge of the pre-contract, during contract and post contract phases of the customer life cycle.
• The overall responsibility for delivery across the Vodacom Business divisions, Subsidiaries and divisions outside Vodacom Business, sits here.

Your responsibilities will include:

Strategy Formulation & Execution:

Commercial Operations

• Define and translate the organisational strategy into meaningful operational targets.
• Create the strategy and frameworks for robust pipeline management processes and tools
• Guide the team in monitoring, analysing and intervening to optimise pipeline health, identifying trends and potential risks
• Collaborate with sales leadership to ensure accurate forecasting and pipeline conversion
• Define and implement the right governance around sales administration functions, to ensure efficient and accurate processing of sales
• Lead and continuously improve the bid management process through the appropriate strategies and best practices
• Develop and lead pricing strategies and deal structures that maximize profitability
• Establish and maintain a comprehensive win-loss analysis program

In-Life Operations

• Ensure governance to maintain compliance with contractual obligations and mitigate risks
• Lead and continuously improve the order fulfilment process, ensuring timely and accurate delivery of products and services and uplifting customer satisfaction
• Lead and solve the relevant customer escalations
• Develop and oversee programs to enhance customer value and loyalty
• Ensure the continuous monitoring of customer satisfaction and identify opportunities for improvement

Business Performance

• Oversee the system enablement of the sales team
• Develop and maintain a fair and effective commissions policy
• Develop and drive customer segmentation strategies to optimize sales and marketing efforts
• Define the frameworks to establish and monitor sales targets and performance metrics
• Ensure regular reports on sales performance and identify areas for improvement
• Develop and maintain a strategy to provide comprehensive business performance reports and dashboards
• Develop and oversee the customer intelligence strategy
• Oversee the management of all customer lifecycle steps: customer engagement & communication, campaign execution & optimisation, customer proposition & offer modelling; with the primary objective to maintain, develop and increase retention, activity rates, NPS and revenue through targeted initiatives.

Commercial Management

• Oversee and ensure customer bids and proposals are compelling, market competitive commercial solutions. Ensuring conformance to the defined governance processes and timeous delivery.
• Oversee and ensure customer contracts are error free, watertight and covers business risk exposure and are delivered in a timely manner

Delivery Management

• Leads delivery across Vodacom Business and Subsidiaries on multiple product lines, and manages stakeholders to ensure on time delivery by upholding contractual obligations
• Collaborates with Sales to ensure customer success across Vodacom Business in the delivery of large scale, complex technology projects to key customers
• Oversees the order fulfilment process to ensure timely and accurate processing of customer orders, including product delivery, service activation and billing set-up

Budget Management

• Manage financials and associated controls for effective cost control.
• Rigorously monitor expenditure against approve budgets and put measures in place to address variances. Continuously identify areas for improved efficiency and reduced cost.
• Effectively manage the function and its objectives in line with approved budgets, report variances as required and recommend / implement remedial action within the respective span of control
• Assess expenditure and resolve gaps
• Review and authorize payments in line with approved budget and policy and submit for final processing
• Ensure identification, implementation and development of processes to optimise cost efficiency

Stakeholder Management

• Partner with Sales to continuously optimise margins and customer experience.
• Collaborate, champion and enable effective leadership and cross-functional working relationships to create a unique, superior customer experience based on leadership practice. Connect and leverage the skills of various functional teams to generate synergy across all the different customer touch points
• Provide specialised and technical support to internal and external stakeholders to ensure achievement of functional and organisational objectives
• Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
• Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to the sales partner strategy framework.
• Manage the multiple internal & external stakeholders across the landscape
• Ensure service delivery translates into an above industry Net Promoters Score (NPS) standard.

Delivering through People:

• Oversee the activities of the team to ensure effective delivery of business outcomes.
• Supports and enables the team to succeed by encourage frequent knowledge sharing between team members amongst other enablement initiatives.
• Create fit for future organization capability through skills development informed by skill gap analysis in line with business strategy and ensuring that the identified skills gaps, are addressed through training.
• Develop a high performing team by embedding formal performance management process, informal coaching through continuous 1:1 performance discussion
• Embed the Spirit of Vodacom by living the Spirit behaviours and ensuring consistent Spirit engagement initiatives.
• When required, initiate disciplinary processes for team members calling on support from HR when required
• Resolve grievances raised by team members and escalate only if required
• Motivate team members and ensure that their efforts are recognised by using Vodafone Stars platform.

The ideal candidate for this role will have:

• B Degree in Business Administration, Finance, or a related field
• Postgraduate qualifications/MBA (Desirable)
• 10+ years’ sales experience in the telecommunications or technology related environments e.g. (ICT) with demonstrated experience in:
• Managing Backoffice operations, commercial management, or a related field, preferably in the technology industry
• Proven track record of driving operational excellence and commercial effectiveness
• Strong understanding of sales cycle management, contract management, and order management
• Experience with CRM and ERP systems

Technical Competencies

• Strategic mind set and out of box thinking
• Experience in solution selling within enterprise customers
• Deep understanding of the customer’s business, it’s market and industry alongside key decision-makers and influencers in account organisation
• Ability to translate customer’s objectives and strategy into relevant Vodacom Business propositions
• Robust understanding of account P&L
• Experience working in multinational matrix organisation
• Successful track record of managing multi- industry sales teams and demonstrate profitable revenue growth
• Strategic Thinking: Effectively delivers against assigned strategy, exceeding expectations. Translates strategy into clear areas of focus and priorities

Behavioural Competencies

• Customer Focus: Prioritizing customer needs and delivering excellent service
• Accountability: seeks feedback and identifies opportunities for improvement or innovation
• Collaboration: Actively fosters collaboration, seeks input and effectively partners
• Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset
• Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors)
• People Management: Ensure team work together to deliver on their responsibilities creating accountability and ownership
• Organizational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.

Closing date for Applications: 16 July 2025.