Senior Manager: Customer Effectiveness at MultiChoice

Purpose of the Position:
To lead a functional team for MAH customer care based at the corporate office in South Africa. Drive the implementation of the CARE strategy in line with the CX and CARE Technology strategies and ensure alignment with the Multichoice Africa Group Strategy.
To own specific CARE KPI and ensure their effective delivery, management and improvement to meet the business needs.


Key Performance Objectives
Tasks
Operational Delivery

• Maintain and improve operations by monitoring CARE performance: identifying and resolving problems, preparing and completing action plans, completing system audits and analysis, managing system and process improvement and quality assurance programs.
• Ensuring production, productivity, quality, and customer-service standards, contributing information and analysis to organizational strategic plans and reviews.
• Cultivate idea-generation through continuous engagement with Corporate, Regional and Country stakeholders.
• Monitor the performance of personnel, identified training needs and working aids related to everyday duties.

Strategy Formulation and Execution

• Set the strategy for the team,
• Manage the team and drive the implementation of the Business strategy and CARE strategy, aligned with the Multichoice Africa Group Strategy.
• Ensure the various channels are aligned and are used strategically in the right manner and all talk to the same metrics or objectives.
• Implement quality and governance processes to ensure that business and process analysis complies to design thinking and that the needs of both customers and the business are clearly articulated with recommendations for cost effective and improved solutions
• Manage budgets and forecasts for the function.

Aligning CARE and Strategic objectives.

• Mapping of Key Customer Related processes for MAH CARE.
• New CARE initiatives.
• Continuous improvement and optimisation of Key Customer related processes.
• Deliver functional strategy documents and plans which the GE and CCO and EXCO sign off
• Drive decision making that delivers medium and long term goals.
• Develop and implement the strategic plan and ensure tight alignment with country and regional goals.

People Management

• Manage team members to ensure effective delivery of business unit objectives.
• Develop a high performing team by embedding formal performance development and informal coaching. Encourage frequent knowledge sharing between team members.
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed.
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Review and update the department’s organisation structure and role description on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member.
• 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.
• Address poor performance of any team member through the formal Performance Improvement programme and ensure that continued poor performance is appropriately dealt with.

Operational coordination

• Implement action plans on pain points and provide insights into root cause, develop and drive initiatives to deliver improvement.
• Quarterly strategy review with regions.
• Align to CARE Technology innovation and improvement initiatives
• Align to CX innovation & continuous improvement initiatives to address the top 10 customer interactions (Voice, Digital, Face to Face) across markets.
• Align to Optimisation improvement initiatives for CARE
• Define projects and initiatives to fuse customer centricity and the voice of the customer into existing processes and the creation of new processes.
• Drive quantitative and qualitative benefits analysis and ROI.

Reporting and Prioritisation

• SOP - "The Multichoice Way of Work."
• POC business case and frameworks.
• Implement CARE continuous improvement programs within MAH guidelines.
• Maintain strong relationships and collaborate with other internal stakeholders, to include, Sales, IT, CVM, Marketing, Ops and other personnel.
• Where required, compile weekly, monthly and quarterly reports for all levels of the business such as countries (ops reviews), internal stakeholders and Exco.

Qualifications
Essential

• B Degree or equivalent qualification in an applicable field is required.

Preferred

• Project management qualification preferred
• Customer experience qualification beneficial.

Experience

• 5+ years related to Innovation, Product Management, Customer Experience fields (ideation to execution.)
• 5+ years’ experience in a call centre, quality assurance or work force management environment.
• 3-5 years of Managerial experience as well as business processes.
• 5+ years leading team (people, process and technology) management.
• Minimum of 5 years’ experience in a complex customer experience environment.
• Extensive experience with working with African markets would be an advantage.
• Excellent Understanding and proven track record of use of Project management principles. Experience in optimizing CARE channels.
• MCA Product / Service knowledge an advantage.
• Excellent Understanding and proven track record of use of Project management principles.
• Customer Experience knowledge and skills will be an advantage.

Technical Competencies (List the key technical competencies)

• Financial Management/Budgeting
• Business writing skills
• Strong Coordination Skill
• Analytical Thinking
• Business and Financial Management Portfolio reporting
• Project management
• Operations/ Customer CARE Management
• Report writing - audience Snr Management & Exco

Behavioural Competencies (List behavioural competencies)

• Relationship Building
• Conflict Resolution
• Decision Making
• Critical Appraisal
• Persuading & Influence
• Coaching
• Accountability Teamwork
• Delegation
• Prioritization
• Cross-cultural communication