Senior Manager: Operations Connected Services at MultiChoice

Purpose of the Position

• The purpose of this role is to plan, direct, coordinate, and oversee operations activities for the connected services team, ensuring development and implementation of efficient operations and cost-effective systems to meet current and future needs of the organization. This role will ensure the development  and implementation of operational management systems, procedures, processes, policies and best practices.

Key Performance Objectives

Tasks

Operations Delivery

• Develop and implement operational management systems, procedures, processes, policies and best practices
• Grow the efficiency of existing operations systems, infrastructure processes and procedures to enhance and sustain Connected Services internal capacity
• Locate bottlenecks and streamline existing processes
• Perform quality controls and monitor KPIs
• Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
• Manage Installer escalations, provide resolutions and feedback within acceptable SLAs
• Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians
• Proactively work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations and put preventative measures in place
• Follow up and ensure all remedial actions required are carried through effectively
• Drive a culture of effortless customer experience
• Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
• Ensure legal compliance of processes
• Assist in developing or updating standard operating procedures (SOPs) for all business operational activities
• Optimise, maintain and enforce the agreed standard operating procedure
• Maintain accurate and clear documentation for operational procedures and activities
• Develop risk and contingency reporting procedures/systems to ensure business continuity
• Anticipate and track operational and tactical risks and provide strategic solutions
• Support back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Assess a variety of situations and provides clarity to team and stakeholders
• Play a significant role in long-term planning, project status reporting, and implementing of change control processes
• Complete reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Work closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
• Good decision-making skills and response to high-pressure situations
• Oversee and report weekly, monthly, quarterly, and annual metrics
• Manage and direct operations team to achieve business targets
• Stay up to date on industry regulations, trends, and technology
• Support operational fraud risk and audit processes for the purpose of preventive maintenance

Installer Management:

• Oversee Installer Accreditation and Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPIs. The programs should be digitized in-line with the broader organizational direction and focus
• Assist in the development of after sales support strategies across Agency and Installer touch points
• Identify and segment installer rankings/segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber
• Ensure each geographic market segment has a healthy installer-demand ratio
• Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised
• Develop and manage digital solutions for Installer support and reporting
• Manage and oversee installer allocations, according to an agreed policy & program
• Develop and implement an Installer Ratings and Rewards program
• Develop and support strategies to improve after sales support for devices and accessories in the Installer and Agency touchpoints
• Support complimentary business functions such as Payments, DCI and billing/account enquiries
• Manage supplier SLA and MOU contract process
• Define and communicate Warranty requirements for Approved equipment

Installer Payments and Validations:

• Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
• Oversee validations and payments of Installer and distributor claims
• Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
• Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
• Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines
• Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments
• Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager
• Protect the company resources from abuse by any stakeholder
• Draw reports and trends, comparing sales to Installer claims
• Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors

Digital Enablement and System Support

• Support strategy development of digital solutions to help drive high quality installations and great customer experiences in Connected Services
• Support the process of digital services and app development in Connected Services
• Contribute to the BRS and relevant business briefs for new solution development
• Work with stakeholders to do development, UAT and launching of new digital enablement services
• Drive adoption and usage of the Connected Services digital products
• Produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
• Prepare an operational plan for the commercialization and operational management of these digital services in field
• Detect and escalate in field faults, errors, bugs and technical issues
• Provide guidance on hardware requirements to support these digital services
• Provide training to internal stakeholders on new digital solutions
• Provide input into budgeting for development and maintenance for digital solution development
• Gain insight through first-hand interaction with Agencies, Installers, System integrators and consumers
• Maintain industry best practice

People Management

• Supervise a team to ensure effective daily operations.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Establish and maintain effective talent management through succession planning and adherence to training plans for the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions annually to ensure that they are fit for purpose
• Review leave plans in place and make recommendations to the line

Qualifications

• Degree in Business Management, Operations Management or a related field
• Certification in ITIL, Agile Scrum, Lean Six Sigma and Project Management would be advantageous
• Post Grad Degree would be an added advantage

Experience

• A minimum of 8years work experience in a business operations environment
• A minimum of 5 years’ People and Budget Management experience
• Overall project management experience an added benefit
• Excellent data analytics and reporting skills
   

Technical Competencies

• Operations Management and efficiencies
• Stakeholder Management
• Project Management and Planning
• Finance/Budget Management
• Policy and process Creation
• Service Level Management

Behavioral Competencies

• Builds and maintains strong relationships
• High stress tolerance to a high pressure driven environment
• Customer Centric/Customer Service
• Analytical and Holistic Thinking
• Conflict resolution
• Problem solving
• Critical Appraisal and decision making
• Persuading & Influence
• Coaching