Role Purpose/Business Unit:
- This managerial role is responsible for overseeing and leading the operational functions of the Staff Cellular Support and Vodacom Business, Corporate Onboarding Management teams.
- The manager will ensure effective delivery of support to employees and partners for staff cellular benefits, including onboarding, in-life support, and offboarding.
- Additionally, the role includes managing the onboarding process for Vodacom Business and Large Corporate customers, covering account creation, administration, provisioning, order fulfilment, and the initial support phase for new clients.
- The position involves optimising processes, supporting project progress, and enhancing service delivery for both internal and external stakeholders.
Your responsibilities will include:
Specialised Operational Functions
- Staff Cellular support on Special Products and new products and services
- Partner with HR Benefits on initiatives in development, design and delivery of new and existing staff cellular benefits
- Own and enhance support experience for staff as customer
- Establish and ensure optimal OLAs and SLAs with in value streams to ensure the highest service standards
- Liaising with Vodacom Subsidiaries on benefit alignment
- Financial reporting into FinOps (Staff Cellular)
Manage Onboarding Process
- Ensure team delivery of project related deliverable as per project charter in terms of scope, quality, and within timelines
People and Workforce management
- Manage, lead and provide direction consultants and Specialist activities; ensuring planning, and managing their functions and daily activities
- Ensure optimal workforce planning, ensuring that adequate resources are in place to deliver on the mandate of the team and expectations of our stakeholders
- Establish, communicate and maintain clear KPIs in line with the department’s goals and the Business Unit’s strategy.
- To establish and drive a culture of service excellence within team in line with Vodacom Service Standards
- Ensure quality standards are in place, adhered to and monitored timeously.
- Provide consistent performance feedback to staff and manage all performance related interventions.
- Drive operation Rigour by ensure KPIs are achieved, and teams are held accountable for delivering on what is expected.
- Ensure optimal utilisation of tools and technologies to execute of business as usual
- Drive a culture of growth (continuous learning) and accountability to ensure that team are self sufficient, take ownership of their function, careers, and are able to priorities cases accordingly.
- Establish and maintain criteria for team’s rewards based on service standards and ensure transparency of monthly nominations.
- Succession planning: ensure business continuity in line with Vodacom’s succession planning practices.
Stakeholder management
- Establish and review ways of work with internal and external business partners.
- Establish and lead cadences for governance to ensure an optimal execution of duties across the value chain and feed into process improvement.
- Represent team in various forums related to functional deliverables and workflows.
- Collaborate with various departments, including HR Benefits, Fin Ops, Billing, Technology, product, VB Sales, and Customer Care, to ensure comprehensive resolutions that meet customer needs.
- Provide support to team members with personally addressing challenging customer or stakeholders
Continuous Improvement & Delivering Results
- Ensure all operational processes are documented, published and cascaded to all stakeholders
- Ensure clear and measurable SLAs/OLAs established, revised an signed off by all stakeholders
- Ensure implementations and maintenance of templates, scripts and messaging related to service delivery
- Analyse query and complaint trends to identify opportunities to improve customer experience and efficiencies,
- Drive relentless Fixing root cause / underlying reasons for failures.
- Drive execution and hold lines of business accountable to implementation of fixes and improvement initiatives.
- Ensure a deep understanding of environment, and the Vodacom ecosystem to identify and implement improvement opportunities
- Create team cadences to ensure that opportunities are identified, reviewed and implemented to improve ways of work, operating and customer processes, etc
- To track progress on improvement initiatives
- Act swiftly on opportunities or crises that may impact people of the operations ability to deliver on mandate
- Maintenance & Implementation of policies, procedures in compliance with Vodacom’s, ISO and Regulatory requirements,
- Advocate adoption of new technologies that will improve service delivery.
Reporting & Administration
- Ensure that relevant reports are in place to manage performance, identify trends, provide progress updates on actions and impact of initiatives to stakeholders.
- Establish dashboards to monitor functional health-check on department’s performance.
- To ensure that relevant reports are submitted to all stakeholders timeously, i.e. daily, weekly, monthly, adhoc.
- To ensure that documentation of meeting minutes, action trackers, workforce planning (leave, shifts, training schedules, etc), are maintained timeously.
- Created and optimise team’s templates and scripting to ensure consistency in the quality of customer interactions and feedback
Other
- Attend and partake in functional reviews especially internally to provide insights on failures within the business.
- Overall accountability for monitoring all business-critical systems impacting Customer Experience/Service and case manage quick resolution with relevant stakeholders.
- Own escalation decisions where performance impacts customer service and experience.
- Maintains professional and technical knowledge by tracking emerging trends in the business unit’s operations management; attending educational workshops; reviewing professional publications; establishing personal networks within and outside Customer Care and Commercial Operations; benchmarking and staying abreast of leading trends within the Contact Centre space.
The ideal candidate for this role will have:
- Matric
- + related tertiary qualifications in financial management. NQF 6 minimum
- 5 years + experience in transactional finance operations and/or customer operations, ideally within a shared service environment
- 5 years + experience and knowledge with transacting on internal Cellular and Finance systems – EPPIX, Morpheus II, iCap, C3D and Siebel EBU as well as SAP and Tallyman
- 5 years + experience Customer Care and Financial operations or Consumer related environment
- Strong display of functioning optimally under pressure and independently under reduced monitoring)
Core competencies, knowledge and experience:
- Leadership
- Coaching and performance management
- People agility
- Results agility
- Change agility
- Leaning agility
- Situational awareness
- Ability to work under pressure and handle challenging situations with professionalism and calm.
- Strong analytical and problem-solving skills, with a demonstrated ability to provide insights into upstream failures and recommend actionable process improvements.
- Experience in data analysis and reporting, with proficiency in utilizing data analysis tools and software to identify trends and root causes of issues.
- Proven track record in project management and process improvement, demonstrating the ability to lead cross-functional initiatives to enhance service delivery and customer satisfaction.
- Experience in developing and implementing customer service strategies and processes.
- Ability to persuade and influence decision making at various organisational levels
- Ability to multi-task and prioritise responsibilities to meet deadlines in a fast-paced environment
- Strong relationship building skills is key
- In-depth understanding of the Vodacom Ecosystem
- Knowledge of labour relations Regulatory legislations.
Job Related Skills:
- Confident and comfortability to interact with all Vodacom Employees on all levels without prejudice.
- Excellent Communication skills (verbal and written)
- Technical/IT Knowledge on Business Solutions
- Problem managing and resolving skills.
- Confidence in communicating internally and externally with Staff.
- Experience in transacting on EPPIX, Morpheus II, iCap, C3D and Siebel EBU as well as knowledge on processing using SAP and Tallyman
- Knowledge on ICASA and SARS regulations and rulings - Customer Protection Act, POPI Act, National Credit Act, VAT and Income Tax Act on Fringe Benefits and services provided to Vodacom Permanent Employees
- Time management skills
We make an impact by offering:
- Enticing incentive programs and competitive benefit packages
- Retirement funds, risk benefits, and medical aid benefits
- Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies
Closing date for Applications: 27 February 2026.
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