Specialist: Wholesale Business Operations Delivery at Cell C

Purpose of the Job:

• To ensure the end-to-end management of internal operations pertaining to the Wholesale Business unit and providing the required support to external partners, this includes managing various operational processes, optimizing operations across different domains.
• The role involves full accountability in leading internal operations, that is, the delivery of assigned requirements or MVNO support, operations related matters, management of compliance and governance requirements while providing full direct or indirect support to client, suppliers and other partners in accordance with the applicable commercial and delivery agreements.

Main Responsibilities
Operations Management

• Provide operational support including internal and external SLA requirements and escalations to MVNOs
• Liaise with the respective operations team to ensure that the MVNOs meet their operational targets and SLAs. Provide regular feedback to MVNO regarding the status of each business requirement, as per SLA
• Identify and resolve customer issues and queries and follow-up on customer inquiries not resolved and follow through for resolution in line with the SLA/s
• Ensure availability as required including after hours for any business-related needs relating to the Wholesale Business.
• Assist in resolving customer-related operational issues, such as service outages, billing discrepancies, or technical failures
• Work with customer support teams to ensure timely and accurate issue resolution, improving the customer experience
• Introduce new Wholesale partner to the SIM ordering process (initial artwork, SIM profile, turnaround times, volume management)
• Coordinate the SIM ordering process between partner, supplier, Wholesale, Technology Group and Supply Chain as per agreed process
• Ensure SIM delivery timelines and minimum volumes are kept

MVNO Support & Requirement Management

• Lead all operational aspects related to the internal engagement between the domains and Wholesale
• Accountable for the day-to-day operational and service relationship between Cell C and MVNOs by supporting and assisting the MVNOs
• Responsible delivery of MVNO related products and/or services.
• Support the operational aspects of launching new MVNO products, services, and promotions by ensuring the new MVNOs obtain the necessary support and expert guidance during the ramp up period outside prescribed SLA requirements
• Establish and evaluate Key Performance Indicators for any service and/or operational metrics and ensure contractual timelines are met timeously
• Collaborate with and support product development, marketing, and sales teams to ensure that new services are launched smoothly and operate without disruptions

Compliance and Governance

• Lead and administer the meetings and other engagements, including follow-up of action points and minutes
• Ensure that Requisitions, Purchase Orders, Invoices, Accruals, Receipting and other finance related deliverables are managed proactively and timely in line with the given CAPEX and OPEX budget
• Track high overviews of milestones identified by the Wholesale team and notify stakeholders of required activities timeously.
• Ensure project delays / problems / critical issues are timeously communicated to all stakeholders, including internal and external stakeholders
• Facilitate the requirements and deliverables relating to for RFPs, RFI and RFQ where required
• Assist the respective outsource partner to define Service Level Agreement’s (SLAs) and ensure completeness and quality of business requirements from partners and related documentations pertaining to new initiatives

Innovation & Continuous Improvement

• Investigate and integrate operational activities to streamline workflows, reduce time to market and ensure scalability
• Lead process to implement automated systems to reduce manual steps and optimize solution deployment by the operations and delivery teams
• Collaborate with internal teams to identify and implement enhancements, driving continuous improvement and innovation in solution capabilities
• Lead and champion initiatives around continuous improvements pertaining to internal and MVNO related activities

Reporting

• Lead and manage team reporting including initiating request to compile for a given period, collation, follow ups and submissions
• Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics
• Report on service and operational performance in line with the SLA and Management requirements
• Prepare internal and external Service Level reports in line with the SLA and Management requirements
• Prepare and manage IT Service Management requests tracking and variation reports including recommended improvements.
• Proactively and timely manage reporting and tracing of Risk, Audit and other compliance related requirements
• Proactively and timely manage reporting and tracing of finance monthly accruals reporting

Other duties/Projects 

• Perform ad hoc projects and/or tasks as requested and required by management

Qualifications:

• Bachelor’s degree (NQF 7) in business management/ administration/commerce or related field
• ITIL Practices required

Experience

• 5 - 6 years overall relevant experience inclusive of:
• Minimum of 3 years delivery management experience specifically with respect to leading assigned tasks, delivery teams and customer engagements with proven success
• Minimum 3-5 years ICT experience
• 2 years Telecommunications Industry exposure essential

Deadline:10th February,2026