Vodapay Partner Support Manager at Vodafone Global Enterprise

Role Purpose

The Vodapay Partner Support Manager role is based within the Commercial Operations business unit.

This role focusses on executing service excellence through Partners, that enables customers to have an easy and enjoyable experience via the Contact Centre, Digital, Email and or but not limited to Chat services. To manage day to day activities at outsourced operations for the Vodapay Contact Centre and to execute our IA strategy in VodaPay by supporting the utilisation of robotics to fully or partially automate processes and ensuring that new automated journeys are streamlined to support great customer experiences. This role requires a passion for the customer, strong execution, strong digital skills, delivery capability and the operational expertise to manage partners across geographies, locations and touch points. Commercial competency and planning cross-functional team activity is critical to the role.

Your Responsibilities Will Inlcude

• To build and maintain optimal relationships with key stakeholders within internal environment and Outsourced portfolio.
• To manage day to day activities at outsourced operations, and be integrated into the Vodacom Financial Services and Digital work streams.
• To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards.
• To establish benchmarks and support outsourced operations to achieve targets.
• To establish and maintain a culture of continuous improvement to continually improve our service offering to our customers through digital technologies and platforms.
• To practice Financial prudence and structure operations to achieve efficiencies.
• Pro-actively audit environments to ensure operational discipline.
• To conduct outsource vendor negotiation.
• Ensure Management and administration of budgets for Contracts.
• Assist with operationalising new lines of digital support centres.
• Act as an escalation point within VodaPay to actively champion and drive fixes upstream within VodaPay that impact your ability to create the frictionless experience for VodaPay Customers through digital platforms.
• Act as an escalation point to senior stakeholders within your environment to actively champion and ensure that you drive and deliver on downstream fixes within your business to create a frictionless experience for Vodacom Customers.
• Engage and Manage Change Requests (CR) across three elements: New CR’s , Renewed CR’s or end of life CR’s.
• Support Proof of Value Initiatives.
• Perform Health Checks to ensure that as a partner your service commitments are being delivered as agreed within the SOW and Commercial documents, where there is a deviation he will initiate a partner improvement plan that is signed off with committed actions and dates to redress non- performance or slippage.
• Actively drive customer advocacy.

Ideally You Should Possess The Following

• Matric/Grade 12 is essential.
• Relevant 3yr Degree/Diploma.
• Minimum Of 5-8 Years Call Centre Experience Is Essential.
• At least 2 years must be of Contract Management and 2 years Call Centre Outsourcing Experience is essential.
• Transforming existing business capability from a traditional business model into a digital framework.
• Leadership , management and supervisory experience.
• Project management.
• Digital product management.
• High Knowledge of the Call Centres is essential.
• Knowledge of Customer Service is essential.
• Knowledge of Outsourcing principles is essential.
• Knowledge of Contract management is essential.
• Knowledge of Budget management is essential
• Conflict Management Skills Are Essential.
• Excellent Communication (Written & Verbal) Skills are essential.
• Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy
• Excellent collaboration and stakeholder management skills across the business and technical domain.
• Understanding of telecommunications, financial services, digital services market and emerging business trends.

Closing date for Applications: 26 October 2022.