Role Purpose:
- Infinity Services Partner Company is a Managed Services Business, wholly owned by and a fully-fledged subsidiary of Vodacom.
- Infinity Services Partner Company is looking for a CX Improvement Specialist
- The purpose of the BI Specialist is to critically investigate, deep dive and analyse customer care processes and systems with the objective of improving them to increase customer experience KPI’s and drive operational efficiency within the customer care environment.
- The role will also support and drive all key initiatives and projects focussed on the customer and call centre agent empowerment.
Your responsibilities will include:
- To implement effective processes between teams and departments and monitor success
- To build and maintain productive relationships with key role players and networks that support call centre success
- To liaise with products and engineering teams in order to understand products and market strategies
- To monitor call center’s and implement improvements
- To provide specialist level support to colleagues
- To provide research and forecasting on current and future technology and products
- To investigate and solve problems identified by consultants and customers
- Conduct analysis and provide recommendations to enhance business efficiencies and customer experience
- Compile management report on analysis and trends
- To drive customer improvement initiatives
- To drive operational efficiency initiatives
- To drive value add initiatives back to the Client
- Conduct business case on proposals for improvemen
The ideal candidate for this role will have:
Must have technical/professional qualifications:
- A relevant 3-year Degree or National Diploma in a business analysis field
- Sig sigma/lean sigma advantageous
- Project management
- Business process mapping/process analysis
OR
- Relevant certificates, courses essential i.e.
- Studying towards (B.Comm, Project Management, Business Analysis)
Experience
- 3-5 years’ relevant experience in a customer service environment
Core competencies, knowledge and experience:
- Knowledge of Call Centre technology
- Knowledge of Project Management
- Problem-solving and analytical skills
- Decision-making skills
- Planning and organising skills
- Technical Writing skills
- Strong analytical skills
- Process mapping skills
Closing date for Applications: 23 January 2026.
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Role Purpose/Business Unit:
- The role of the Human Resources Business Partner is responsible to create an enabling environment to drive performance and employee engagement across the business areas by partnering with business leaders to define and implement relevant and appropriate People plans.
- Provide HR Business Partnering to Leadership teams. Facilitate the delivery of the Vodacom strategic HR priorities, through defining an appropriate strategy to deployment the people plan and partner with business leadership in the execution of the plan.
- The key focus will amongst others include but not limited to organisation effectiveness, talent management & building capabilities. Bringing the Human element to Technology while supporting sound business decisions.
Your responsibilities will include:
People Planning
- Input to functional people plan that is fully aligned to Vodacom/functional strategy
- Drive delivery of functional initiatives/projects to support Consumer Business/HR strategy
Organisation Effectiveness & Change
- Support and deliver functional change programmes and OE activity in business areas
- Interface with key stakeholders to ensure alignment with cross-functional change activity and manage the change process
- Input to monthly and quarterly organisation reviews
- Deliver against FTE, contractor & employment Opex targets in business areas and support business in managing the payroll budget and Headcount
- Ensure organisation clarity & alignment in business areas, e.g., reporting lines, role profiles, role titles and global job architecture
- Ensure data integrity of people related information in the business unit
- Drive organisation efficiency in business areas (ensuring compliance with agreed spans & layers targets)
- Act as tactical sparring partner, engaging on the effectiveness of processes, systems, data and people
- Drive the HR agenda within the BU, ensuring that all people managers are equipped and able to deliver against the annual recurring people management requirements – provide advice and training to line managers
- Propose, develop and deliver key functional change programmes in collaboration with COE.
Cultural Change
- Play key role in supporting leaders to align to spirit behaviours and related people/HR policies.
- Provide leadership of cultural change in business areas/areas of responsibility
- Challenge & improve people policies/processes/practices to ensure alignment with Vodafone, People strategy and new ways of working
- Challenge & support leaders in business areas to align behaviours/attitude to Spirit and new ways of working
- Ensure that the Health and Safety standards are maintained to required guidelines
Performance and Reward
- Ensure active management of poor performers in business areas
- Partner with the business leaders to drive group initiative on PD
Talent & Resourcing
- Collaborate with the TM team to deliver a diverse succession plan. Accelerate high potential development in functional business areas
- Input to Talent Reviews across the function & follow through on outcomes in business areas; proactively use ‘talent matrix’; ensure robust talent, succession & scenario plans are in place, facilitating the performance and potential calibration
- Advise on performance and potential ratings for F and top talent/successors at all levels
- Actively support all talent and signature programmes
- Support Graduate Programme and emerging talent in business areas
- Actively manage Diversity & Inclusion agenda in business areas
- Key part in senior resourcing for business area (in partnership with Resourcing colleagues). Interview & calibrate agreed / key management in business areas
- Ensure that resourcing processes are fully aligned to business requirements (attraction, selection, onboarding, etc.)
Leadership and Management Development
- Ensure understanding of management development programmes to ensure effective development at key transition points on the management/leadership ladder and drive uptake of development programmes relevant to BU specific priorities
- Coach executives across business areas, in collaboration with COEs
Organisational Capability
- Work with L&D to build critical functional capabilities to enable the business areas to deliver against their plans
- Ensure functional induction framework is developed and implemented & core organisational on-boarding programmes are in place and being effectively used
- Ensure development of future capabilities required
Communications & Engagement
- Partner with leadership to ensure teams have a clear understanding of the relationship between Vodacom(business), functional, team and individual goals and their role in contributing towards delivery of the overall strategy
- Focus the business areas on continuously improving employee engagement & by facilitating the development of Spirit Beat action plan etc.
Relationship Management & Partnering
- Build a high ‘support & challenge’ relationship with leadership team members
- ‘Walk the tightrope’ of being part of the business areas yet maintaining an objective HR perspective.
- Input to functional people plan that is fully aligned to Vodacom/functional strategy
- Challenge & support leaders in business areas to align behaviours/attitude to The Spirit Beat and new ways of working
- Implement all ‘Performance Driven Reward’ plans in business areas and ensure recognition of staff
- Deliver a pipeline of diverse future leaders and accelerate high potential development in functional business areas
- Identify and deliver leadership team effectiveness solutions
- Focus the business areas on the Vodacom Strategy and help people to recognise their part in drive performance
- Build a high ‘support & challenge’ relationship with SLT members
The ideal candidate for this role will have:
- Matric / Grade 12 - Essential
- Relevant 3 Year Degree/National Diploma (e.g. Human Resources, Industrial Psychology, Business Management, etc.) - Essential
- A minimum of 5 - 8 years' applicable experience as a Human Resources generalist across all areas of the HR spectrum - Essential
- Inclusive of 3 years’ experience as an HR professional interfacing with senior leadership in a corporate environment
- A post-graduate qualification will be advantageous
Core competencies, knowledge, and experience:
- Problem solving and decision making
- Analytical thinking
- HR reporting
- Interpersonal skills and negotiating skills
- Business Acumen
- Knowledge of labour legislation
- Knowledge of HR policies and procedures
- Consultation skills
- Planning and Organising
- Telecom Industry experience will be an added advantage
- Knowledge and experience in Change management, people organization plans and
- Exposure to coaching leaders for behaviour change
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: 21 January 2026
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Role Purpose/Business Unit:
- To oversee and manage the segment sales teams, and collaborates with internal and external stakeholders with the objective to defend and grow the segment base, through ensuring account planning and opportunity management translate to sales, implementation and delivery of service that are geared towards the achievement of segment sales targets, customer experience and commercial objectives of the portfolio i.e. meeting annual targets on sales, revenue, profitability margins etc .
Your responsibilities will include:
Sales Management
- Manage, monitor and review segment sales targets
- Contribute to sales targets setting for the respective segment sales team in line with overall sales target.
- Operationalise the sales plan so as to meet the segment sales targets.
- Develop a sales plan and monitoring its implementation
- Leadership of virtual segment account teams to meet targets for profitability and revenues
- Lead development of contact strategies and account development plans (ADP) for each of the allocated accounts within the portfolio
- Lead development of a pipeline of prospects which are systematically qualified, managing the decision-making process within allocated segment accounts to ensure sales prospects are closed
- Ensure operational Service delivery of all service touchpoints through the management and mentorship of the segment sales team.
- Identify potential new opportunities through analysis of business intelligence reports
- Understand customer patterns and market behaviour to inform data-driven forecasting strategies to increase profitability through improved targeted sales strategies
- Provide leadership, guidance and motivation to the segment sales team
- Direct lead generation initiatives to support new business acquisition via the sales segment team.
- Represent Vodacom at client negotiations
- Drive market leadership on Customer NPS through understanding the value of profitable customers and delivering outstanding service
Stakeholder Management
- Establish and monitor healthy, diverse internal and external relations and implement remedial actions where required, in the achievement of organisational goals.
- Develop a healthy, productive, and respectful relationship with all stakeholders based on integrity and professionalism
- Develop relationships to create new value and opportunities
- Develop and maintain key account relationships with channel partners, ensuring that channel partners are aligned to the customer experience expectations and to the sales partner strategy framework.
- Proactively manage communication to relevant stakeholders in line with the customer product life cycle
- Develop contact strategies and account development plans (ADP) for allocated accounts
- Own escalated customer complaints from a service perspective
- Resolve sales and pricing claims on debtors trading accounts
- Serve as the link of communication between key customers and internal teams
- Play an integral part in generating new sales that will turn into long-lasting relationships
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
- Provide account data to the manager for developing a sales plan and monitoring its implementation
- Develop a pipeline of prospects which are systematically qualified, managing the decision-making process within allocated accounts to ensure sales prospects are closed
- Resolve any issues and problems faced by customers and deal with complaints to maintain trust
Reporting
- Prepare monthly/ Weekly Run Rate and Demand Management
- Perform Sales Analysis by product
- Annual Sales Strategy & Budget Planning
- Prepare regular reports of progress and forecasts to internal and external stakeholders using key account metrics.
- Forecast and track key account metrics
- Prepare reports on account status, give recommendations to maximize sales as per the identifying trends, gaps and opportunities. (Strategic Account Plan / Joint Account Planning)
Delivering through People:
- Oversee the activities of the segment team to ensure effective delivery of business outcomes.
- Supports and enables the team to succeed by encourage frequent knowledge sharing between team members amongst other enablement initiatives.
- Create fit for future organisation capability through skills development informed by skill gap analysis in line with business strategy and ensuring that the identified skills gaps, are addressed through training.
- Develop a high performing team by embedding formal performance management process, informal coaching through continuous 1:1 performance discussion
- Embed the Spirit of Vodacom by living the Spirit behaviours and ensuring consistent Spirit engagement initiatives.
- When required, initiate disciplinary processes for team members calling on support from HR when required
- Resolve grievances raised by team members and escalate only if required
- Motivate team members and ensure that their efforts are recognised by using Vodafone Stars platform.
The ideal candidate for this role will have:
- B Degree/Equivalent
- A Post Graduate Degree in Sales/Marketing/Business Commerce or related field advantageous
A minimum of 8 years’ Sales and Service experience in the telecommunications or technology related environments e.g. (ICT) with demonstrated experience in:
- Portfolio management
- Ability to increase NPS results and reduce administrative expense
- Ability to build relationships
- 2 years of management experience
Technical Competencies
- Growth mind set and out of box thinking
- Experience in solution selling within enterprise customers
- Deep understanding of the customer’s business, it’s market and industry alongside key decision-makers and influencers in account organisation
- Ability to translate customer’s objectives and strategy into relevant Vodacom Business propositions
- Successful track record of managing sales teams and demonstrate profitable revenue growth
- Translates strategy into clear areas of focus and priorities for
- Understanding of the SA telecommunication landscape
- Understanding of Companies customer requirements
- Understanding of technical concepts and the ability to communicate it as viable appealing market offerings
- Understanding of SA business landscape
- Understanding of the Value Chain Analysis with regards to various customer businesses.
Behavioural Competencies
- Customer Focus: Prioritising customer needs and delivering excellent service
- Accountability: seeks feedback and identifies opportunities for improvement or innovation
- Collaboration: Actively fosters collaboration, seeks input and effectively partners
- Resilience: Actively seeks opportunities for growth, demonstrates a strong commitment to self-improvement and has a growth mindset
- Flexibility: uses various techniques to influence others (lobbies, approaches decision makers, finds sponsors)
- People Management: Ensure team work together to deliver on their responsibilities creating accountability and ownership
- Organisational Savvy: Demonstrates strong understanding of assigned strategy for the Business/ Function and creates strong team alignment to the strategy.
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: 22 January 2026.
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