Operations Manager: BLC at Blue Label Telecoms

JOB PURPOSE

The purpose of this position is driving revenue growth, in line with the overall business acquisition strategy, to seek out profitable new customers for the Company, client retention, administration sales and customer relationship management. Responsible for output and performance targets of the Admin and Sales Department.

RESPONSIBILITIES

Stock management

• Updating stock reports to monitor stock levels for all simcards and handsets in the BLC Warehouse
• Transferring stock between warehouses to ensure orders are fulfilled
• Placing orders with suppliers and ensuring these are processed
• Monitoring deal progress and take up to determine stock requirements

Operations Management

• Dealing with any and all customer queries the administrators are unable to resolve (relating to billing, cancellation, repairs, airtime, simcards, disputes, debt review applications)
• Keeping an open conversation with suppliers on stock requirements and availability
• Managing any disputes received from Intecon or Mercantile Bank for AEDO, NAEDO & DebiCheck transactions for BLC (BR_7035, BR_7177, BR_8382, BR_8548, BR_8473, BR_8474, BR_8475)
• Dealing with bureau disputes and complaints
• Dealing with any and all customer escalations received from group (relating to billing, cancellation, repairs, airtime, simcards, disputes, debt review applications)
• Dealing with all CGSO, Complaints Board, Scorpion Legal, POPIA complaints for BLC

Cancellations & Repairs

• Tracking the debit orders arranged for cancellation fees where due
• Monitoring the collections booked by my administrators relating to cancellation of contracts & device repairs
• Approving cancellation types and fees per client
• Tracking refunds processed for Call Centre clients (BLC iSmart, BLC BWM, BLC
  APS)
• Aligning the Skynet invoicing with the confirmed collections processed
• Monitoring swap stock processed & OBF returns received at the repairs centre, ensuring this is returned to the supplier and credit is provided where applicable
• Monitoring swap stock levels at Robtronics to ensure we are able to process in warranty repairs

Building Capability

• Managing and updating processes for customer service and providing training where necessary to ensure our administrators are able to perform their duties
• Determining system requirements needed for all administrators and ensuring they have the tools necessary to perform their duties

Miscellaneous

• Daily/Weekly meetings with BLC dealers, internal & external parties and suppliers regarding new business, stock updates and/or campaign updates
• Ensuring hot leads supplied to BLC are provided to the correct Call Centre for
  dialing
• Assisting where necessary on staff incentive programmes
• Assisting where necessary on marketing ideas, presentation creation or amendments
• Assisting where necessary on MVNO, Wholesale or VAS dealer queries

Leadership and Direction

• Communicate the actions needed to implement the function's strategy and business plan within the team; explain the relationship to the broader , vision and values; motivate people to commit to these and to doing extraordinary things to achieve local business goals

Performance Management

• Manage and report on the performance of a substantial, diverse team; set appropriate performance objectives for direct reports or project / account team members and hold them accountable for achieving these; take appropriate corrective action where necessary to ensure the achievement of team / personal objectives

Budgeting and Costing

• Deliver a budget for an area of the organization or conduct complex analyses on budget progress in other areas of the organization

Building Capacity

• Work within existing development framework to build own capabilities and those of direct reports
• Provide specialized training or coaching to others throughout the organization in area of expertise

Improvement / Innovation

• Identify shortcomings and suggest improvements to existing processes, systems and procedures, then delivers a plan for a small element of a change management program with guidance from a project/program manager

Health, Safety and Environment

• Follow the organization's HS&E policies, procedures and mandatory instructions, to identify and mitigate environmental risks and risks to the wellbeing of oneself and others in the workplace. Identify patterns of risky behavior within the team and take appropriate action to resolve these, escalating serious issues as appropriate

Requirements

BEHAVIOURAL COMPETENCIES

• Ensures Accountability
• Plans and Aligns
• Drives Results
• Manages Complexity
• Communicates Effectively
• Drives Engagement
• Optimizes Work Processes
• Builds Effective Teams

EDUCATION

• Matric
• Relevant degree in Operations Management

EXPERIENCE

• 5-8 years experience in a similar role
• 3-4 years managerial experience