Senior Manager Operations Connected Services at MultiChoice

Key Performance Objectives

Tasks

Operations Delivery

Operations Management:

• Develops and implements operational management systems, procedures, processes, policies and best practices
• Oversees operational systems, processes, procedures and infrastructure while looking for opportunities of improvement or revision
• Grow the efficiency of existing operations systems, 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 SLA’s
• Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance. Ensure all monitoring technical resources are working and are optimal for the team to execute effectively
• Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians.
• Work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations
• Develop proposals for fixing items escalated
• Prevent disruptions by analysing escalations to the Operations Teams to predict larger potential problems
• Handle any escalations that may arise and mediate effectively with all parties
• Follow up and ensure all remedial actions required are carried through effectively
• Work with EBS, 4-Sure etc. to prevent larger scale problems from occurring
• Provides input to and works with EBS and 4-Sure to improve the time to resolve systemic issues experienced by Installers
• Drive a culture of effortless customer experience and innovation
• Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
• Ensures the processes remain legally compliant
• Assist in developing or updating standard operating procedures (SOP’s) 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
• Anticipates and tracks operational and tactical risks and provides strategic solutions
• Addresses operational concerns and issues, monitors overall customer experience and satisfaction including addressing customer and installer issues and complaints in a timely manner
• Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue
• Raises and tracks issues and conflicts, removes barriers, resolves issues of medium complexity involving stakeholders and escalates to appropriate level when required
• Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
• Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
• Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Assesses a variety of situations and provides clarity to team and stakeholders
• Identifies trends and assess opportunities to improve processes and execution
• Plays a significant role in long-term planning, project status reporting, and implementing of change control processes
• Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
• Works closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
• Establishes and maintains credible, professional relationships with internal and external stakeholders and external vendors
• Solicits and responds to feedback while gaining commitment and support
• Ability to conduct research for special projects, extract and analyse data, respond timely to inquiries, and present written/ oral briefings
• Ability to work with details and time-sensitive issues
• Good decision-making skills and response to high-pressure situations
• Oversees and reports weekly, monthly, quarterly, and annual metrics
• Manage and direct operations team to achieve business targets
• Stays up to date on industry regulations, trends, and technology
• Supports operational fraud risk and audit processes for the purpose of preventive maintenance
• Development of power BI dashboards
• Collect and package data into usable and user friendly management information for the relevant teams and stakeholders
• Develop new reports, report formats and standards based on identified user requirements for the business
• Analyse derived information to create value add understanding of insights and opportunities presented by the data set
• Prepare customised reports based on identified requirements
• Develop regular performance reports particularly related to needs of the business to aid performance measurement and management.
• Continuously identify opportunities to automate reports and to eliminate duplicate and manual report production
• Identify opportunities through which Analytics can assist in addressing these challenges, present these to relevant stakeholders and implement
• Propose approaches to the business on monitoring measures or key performance indicators (KPIs) and ensure creditability of data received to support the measures or KPIs

Accredited Installer Management:

• Oversee Installer Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPI’s. The programs should be digitized in-line with the broader organizational direction and focus.
• Assist in the development of after sales Installation support strategies across Agency and Accredited 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.
• Oversee and ensure Installer on-boarding documents are filed and accounted for.
• Keep an Installer information database reflecting all the necessary demographic information as well as performance
• Ensure Installers are accredited and they participate and attend to the required interventions to maintain their accreditation
• Manage Installer accreditation / de-accreditation system on-boarding/off-boarding, communication and process, including blacklisting where necessary.
• Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised.
• Develop and track an installer allocation metrics, to identify gaps, trends etc for continuous improvement of the Installer Value proposition.
• Develop and manage digital solutions for Installer support and reporting.
• Manage and oversee installer work allocations, according to an agreed policy & program.
• Manage and oversee the Installer Ratings and Rewards program
• Develop and support strategies to improve after sales Installation support for devices and accessories in the Accredited Installer and Agency touchpoints.
• Support complimentary business functions such as Payments, DStv Insurance 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
• Analyse trends within the business data to reduce risks, optimise performance of the business and inform People Function decisions.​​​​​​​

Digital Enablement and System Support:

• Support strategy development of Installation digital solutions to help drive high quality Accredited Installations and great customer experiences in Connected Services.
• To support the process of Accredited Installer digital services and app development in Connected Services
• To contribute to the BRS and relevant business briefs for new solution development
• Work with stakeholders to do development, UAT and launching of new digital enabled Installation services
• To drive adoption and usage of the Connected Services digital Installation products.
• To 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 Installation services in field.
• Detect and escalate in field faults, errors, bugs and technical issues.
• Provide guidance on hardware requirements to support these digital Installation services.
• Provide training to internal stakeholders on new digital Installation solutions.
• Provide input into budgeting for development and maintenance for digital solution development.
• Gain insight through firsthand interaction with Agencies, Installers, System integrators and consumers.
• Maintain industry best practice

People Management

• Supervise a team of agents to ensure effective daily operations management on Installation and Installer payments.
• Provide operational support and guidance to staff.
• 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.
• Manage work allocation for staff.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of Multichoice’s processes and systems.
• Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan for the team.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins 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 on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Review leave plans in place and make recommendations to the line.
• Work in compliance with company policies and procedures.
• Ensure team follows standard operating procedures for all operational functions.
• Inspiring and motivating employees to perform at their best through positive encouragement and performance incentive initiatives.
• Ensure that training on new solutions, services & processes is done by all staff internally and by Installers externally.

Qualifications

• Degree in Business Management /Operations Management / Information Technology or a related field
• Certification in Power BI - development, management, support and analysis
• Certification in SQL and database
• Post Grad Degree an added advantage 

Experience

• A minimum of 5 - 8 years’ work experience in a business operations environment
• A minimum of 5 – 8 years’ prior management and supervisor experience
• A minimum of 3 – 5 years prior experience in data visualization tools – Power BI
• Expertise in data models, data warehousing, data mining and data modelling. Includes the development, support and maintenance of BI reporting dashboards in line with the data model; metadata repository and business intelligence analysis for strategic and operational support
• Experience with SQL for data extraction and manipulation advantageous
• Knowledge of Data Analysis Expressions (DAX) for creating calculations
• Confident and effective communicator that is able to communicate and influence at all levels, both internally and externally
• Excellent interpersonal communication and organizing skills to coordinate project activities
• Ability to negotiate and influence decisions on tactical and strategic direction
• Experience implementing policy regulations and operational procedures that promote organizational efficiency and internal controls
• Proven track record in managing multiple complex and significant projects
• Proven experience in the use and management of change within a corporate environment
• Proven experience of leading and managing a team of technical specialists dealing with external and internal customers
• Proven experience in working with a technical team in developing and designing ICT solutions / systems and the implementation and management of ICT solutions / systems in large organizations
• Excellent demonstrable and practical understanding of service management techniques to ensure that implementations meet business needs
• Thorough understanding and experience in ensuring that the incident and problem resolution processes feed into the strategic change management, business continuity, configuration and availability of management processes
• Proven experience in a user support environment - ability to negotiate Installer support and digital solutions support requirements
• Highly skilled in conflict management and business negotiation processes
• Previous experience working with accounts payable an added advantage
• Previous experience working with fraud risk an added advantage
• Proven experience in managing the negotiation, awarding and monitoring of contracts
• Excellent staff management and resource planning skills
• Experience in working efficiently in high pressure situations
• Excellent documentation and written skills
• Excellent data analytics and reporting skills
• Excellent MS Excel skills