Job Opportunities at Hello Group

Minimum Requirements

Experience:

• Prior experience in administrative or operations roles (preferably in retail or fintech) advantageous.
• Good customer service
• Basic understanding of app testing and UAT (training can be provided if necessary).
• Experience in vendor management, stock control, or inventory management is a plus.
• Foreign exchange knowledge

Nice-to-Have:

• Experience in fintech or retail.
• Familiarity with pricing models in retail and inventory management systems.

Duties and Responsibilities

• Administrative Support: Assist with day-to-day administrative tasks such as data entry, scheduling, and document management.
• Pricing Management: Help with updating and maintaining pricing databases for grocery products, ensuring accuracy and timely adjustments.
• Customer Support: Respond to customer inquiries, resolve issues, and provide product or app support.
• App Testing & UAT Management: Assist with testing the company’s app, ensuring all features work as intended by executing test cases, logging issues, and verifying fixes in UAT (User Acceptance Testing) environments.

Vendor Management:

• Manage relationships with vendors, ensuring clear communication and timely resolution of issues.
• Oversee stock levels and coordinate with vendors to maintain inventory availability.
• Provide back-end support for vendor onboarding, contract management, and performance tracking.
• Reporting: Help with generating reports, tracking performance metrics, and providing insights based on operational and vendor data.

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Minimum Requirements

Education:

• Bachelor’s degree in Business, Marketing, Economics, or a related field.

Experience:

• Minimum of 5-10  years of experience in a senior buyer, retail partnership, or similar role having dealt with FMCG manufacturers/ brands.
• Proven experience in data analysis and strategic planning.

Technical Skills:

• Proficiency in Microsoft Excel, and PowerPoint.

Duties and Responsibilities

Wholesaler and Manufacturer Relationship Management

• Attract, build and maintain strong relationships with Wholesalers and brand partners to join the platform that supports our merchants
• Act as the primary point of contact for Wholesalers and distributors as well as manufacturers, addressing their needs and concerns promptly.
• Negotiate terms, pricing, and promotional agreements to achieve mutually beneficial outcomes.

Sales and Business Analysis

• Analyse sales data, market trends, and customer insights to identify opportunities and challenges.
• Develop reports and presentations for internal stakeholders, providing actionable recommendations.

Strategy Development and Execution

• Collaborate with internal teams to create and implement strategies to increase sales and market share.
• Continuously evaluate the effectiveness of initiatives and adjust plans accordingly.

Innovation and Idea Generation

• Identify trends and opportunities for growth in the relevant sector.
• Develop innovative solutions and ideas to enhance partnerships and drive business expansion.
• Foster creativity within the team by brainstorming and presenting new initiatives.

Data Management and Reporting

• Maintain accurate and up-to-date records of sales, partnerships, and operational data.
• Use data-driven insights to forecast trends and make informed decisions.
• Prepare and present detailed performance reports to senior management and stakeholders.

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Non-Negotiable Educational Requirements

• BCom Accounting degree.
• Registered with SAICA or SAIPA.

Preferred Educational Requirements

• Honours in Accounting.

Non-Negotiable Experience

• 1-3 years of post-articles experience.
• Strong background in reporting and analysis.
• Proficiency in Excel and pivot tables.

Preferred Experience

• Experience with SAP and QlikView is beneficial.
• Team management experience is advantageous.
• Skilled in handling large datasets.
• Reconciliation experience (2-3 years), especially with foreign currencies.

Exposure to/Knowledge of

• Excel and the full MS Office suite.

Duties and Responsibilities

Team Supervision & Management:

• Lead and mentor a team of finance professionals, providing guidance, training, and development opportunities.
• Oversee day-to-day operations, ensuring timely completion of tasks and adherence to quality standards.

Financial Reporting & Analysis:

• Manage the preparation of financial statements and reports, analyzing data to provide actionable insights.
• Ensure compliance with company policies and relevant accounting standards.

Reconciliation Management:

• Perform and oversee reconciliations, especially for foreign currency transactions, ensuring accuracy and resolving discrepancies.
• Manage reconciliation processes with a focus on completeness, accuracy, and timeliness.

Data Management & Process Improvement:

• Utilize pivot tables, Excel, and other tools to analyze and report on large datasets, supporting data-driven decision-making.
• Identify and implement improvements to processes, balancing quick solutions with long-term enhancements.

Stakeholder Communication:

• Present financial insights to non-financial and junior financial stakeholders, simplifying complex data as needed.
• Foster cross-functional communication to enhance collaboration across departments.

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Minimum Requirements

• Minimum 7+ years of experience in a Call Centre management role, in the financial services industry.
• Relevant BCom Degree (Honours degree Preferred).
• Proven track record of managing a large Call Centre.
• Proven ability to lead, develop, and inspire a team in a high-pressure, customer-focused environment.
• Strong knowledge of Call Centre technology, including CRM systems.
• Proven Microsoft Suite and Excel Skills.
• Excellent communication, problem-solving, and conflict-resolution skills.
• Ability to analyse complex data, identify trends, and make informed decisions.
• In-depth knowledge of industry regulations, compliance standards, and best practices in financial services.

Duties and Responsibilities

Team Management:

• Lead the hiring, onboarding, and training of Customer Service Consultants to maintain a high-performing team.
• Provide hands-on leadership by coaching, motivating, and supporting consultants to deliver top-tier customer service.
• Conduct regular performance reviews, give constructive feedback, and create development plans to elevate team members’ skills and performance.
• Dealing with Employee related issues and with Disciplinary procedures.

Operations Management:

• Oversee all daily Call Centre operations, including managing inbound and outbound call flow, scheduling, and real-time performance monitoring to ensure KPIs are met.
• Develop, implement, and continuously improve processes and procedures to enhance Call Centre efficiency, ticket management, and the customer experience.
• Analyse performance data to identify trends, and areas for improvement, and implement strategic adjustments to optimize operations.
• Address and resolve escalated customer issues and complaints promptly and professionally.

Quality Assurance:

• Establish and monitor key performance indicators (KPIs) to ensure high service standards.
• Implement robust quality assurance processes, including call monitoring, feedback sessions, and regular customer satisfaction assessments.
• Ensure compliance with industry regulations, security standards, and company policies to maintain customer trust and data integrity.

Analysis and Reporting:

• Conduct regular analysis of performance metrics, customer trends, and Call Centre data.
• Produce weekly and monthly reports for senior management, with actionable insights and recommendations for continuous improvement.

Training and Development:

• Design and deliver training programs to enhance product knowledge, customer service skills, and compliance awareness within the team.
• Foster a positive, collaborative work environment that encourages continuous learning, aligns with company values, and promotes employee growth.

Special Tasks and Projects:

• Lead or support outbound campaigns and special projects.
• Manage ad hoc tasks relevant to the role and scope of customer service management.