Job Vacancies at Hello Group

YOUR EXPERIENCE:

• 5+ years in a Business Analyst or Product Manager role, with a focus on business Product Management
• Experience in the banking industry or financial services, with a strong understanding of customer-centric practices
• Exposure to / Knowledge on (Preferred): e.g. Jira, Confluence, Java 

YOUR QUALIFICATIONS

Preferred Qualifications:

• Degree in Industrial Engineering / Computer Science qualification (or any other relevant qualification)
• SCRUM Master Certification

WHAT YOU WILL DO HERE 

• Customer-Centric Research & Design: Lead the research, design, implementation, and management of software solutions tailored to customer needs and expectations.
• Market Analysis & Strategy Development: Conduct market research and competitor analysis to identify trends, customer pain points, and opportunities. Develop product strategies that align with business objectives and market demands.
• Product Roadmap & Planning: Define and manage the product roadmap, setting priorities based on customer feedback, market conditions, and business goals. Ensure that the product development aligns with the company’s strategic vision.
• Stakeholder Collaboration: Act as a bridge between cross-functional teams, including engineering, marketing, sales, and customer service, to ensure alignment and collaboration throughout the product lifecycle.
• Testing & Evaluation: Assess software performance and conduct thorough testing to ensure quality, aligning with industry standards, especially those specific to the banking sector.
• Product Performance Tracking & Reporting: Monitor product performance metrics and KPIs. Use data-driven insights to make informed decisions and communicate product status, updates, and improvements to stakeholders.
• Software Optimization: Identify areas for improvement in existing software, particularly in terms of user experience and customer satisfaction, and implement necessary modifications.
• Code Development: Write clean, efficient, and maintainable code as needed, collaborating with the development team to bring product concepts to life. (Preferred) 
• Tool Deployment: Deploy and oversee software tools, processes, and performance metrics to streamline product development and increase operational efficiency.
• Maintenance & Upgrades: Ensure continuous improvement by maintaining and upgrading software systems, with a strong focus on customer feedback and evolving market trends.
• Product Launch & Go-to-Market Strategy: Oversee product launches, including go-to-market strategies, marketing initiatives, and cross-functional coordination to ensure a successful rollout and adoption by customers.
• Customer Feedback Loop: Gather and analyze customer feedback post-launch to make iterative improvements. Maintain an ongoing dialogue with customers to refine and evolve the product based on their needs and expectations.

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Skills & Experience Required 

• Experience: Minimum of 4 years in a managerial role overseeing a fleet of at least 50 vehicles, with a preference for motorcycle fleet experience.
• Proficiency in Fleet Management Systems: Experience using fleet tracking software (Cartrack or similar) to monitor and report on fleet performance and movement.
• Strong Procurement and Negotiation Skills: Demonstrated ability to manage procurement processes, including vendor management and price negotiation.
• Insurance Knowledge: Familiarity with managing vehicle insurance, claims, and renewals.
• Maintenance and Compliance: Knowledge of vehicle maintenance practices and relevant compliance standards.

Education Requirements

• Bachelor’s degree is preferred.

Duties and Responsibilities

Procurement and Management of Motorcycles

• Lead the procurement process for new motorcycles, including liaising with vendors, negotiating prices, and ensuring quality standards.
• Oversee fleet lifecycle management, from acquisition through disposal, to ensure maximum efficiency and cost-effectiveness.

Insurance Management

• Ensure all motorcycles have comprehensive and up-to-date insurance coverage.
• Coordinate with insurance providers for claims, renewals, and policy adjustments to ensure adequate coverage and cost management.

Tracking and Monitoring

• Ensure all motorcycles are equipped with GPS trackers and oversee regular system checks to maintain functionality.
• Utilize Car track or other fleet management software to monitor vehicle movements daily.
• Update relevant stakeholders if a vehicle is idle or if any issues are detected with movement or route adherence.

Daily Operations and Reporting

• Conduct daily checks on the status and location of each motorcycle to ensure optimal deployment.
• Generate and share daily, weekly, and monthly reports on fleet usage, maintenance, and compliance to keep stakeholders informed.

Fleet Maintenance and Compliance

• Schedule and oversee regular maintenance for all motorcycles to ensure safety, functionality, and compliance with regulatory requirements.
• Work closely with the maintenance team to address any breakdowns or issues promptly.

Team Leadership and Stakeholder Engagement

• Supervise and support a team of drivers and other fleet staff, fostering a collaborative and productive environment.
• Communicate proactively with internal teams and external partners to ensure smooth operations.

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Non-Negotiable Educational Requirements:

• BCom Accounting degree or diploma.

Preferred Experience:

• Exposure to any accounting system (e.g., QuickBooks, Sage, SAP, etc.).
• Experience in expense capturing or work involving debtors and creditors.

Exposure to/ Knowledge on:

• Proficiency in Microsoft Excel (data entry, basic formulas, and spreadsheets).
• Familiarity with the remaining MS Office suite (Word, PowerPoint, Outlook).

Duties and Responsibilities

• Assist in the capturing and processing of financial transactions such as expenses, debtors, and creditors.
• Support the finance team with data entry and reconciliation tasks using Excel and other accounting systems.
• Assist with the preparation of financial reports and documents for internal and external stakeholders.
• Help with expense tracking, invoice verification, and ensuring financial data accuracy.
• Learn and apply basic accounting principles while providing support in financial record keeping.
• Collaborate with different departments to ensure the smooth flow of financial data.
• Support the finance team with ad hoc tasks as required.

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Minimum Requirements

• Grade 12/Matric
• Degree/Diploma in Business Admin or Customer service-related field
• Min 2 years of working experience in call centre management
• Proficient in customer service tools and systems
• CRM software knowledge (advantageous)
• Strong leadership and team management capabilities, with a track record of motivating and developing staff.
• Excellent communication, problem-solving, and conflict-resolution skills.

Duties and Responsibilities

Team Leadership & Development

• Lead the recruitment, onboarding, and training of new customer service consultants.
• Inspire and motivate team members to consistently deliver top-quality service.
• Conduct performance reviews, provide constructive feedback, and create tailored development plans to improve skills and productivity.

Operations Management

• Oversee all call centre operations, including call routing (inbound and outbound), staff scheduling, and real-time monitoring of performance metrics, making necessary adjustments to achieve KPIs.
• Develop and implement processes to improve efficiency, streamline ticket management, and optimize the customer experience.
• Analyse call centre data and metrics to spot trends, identify improvement areas, and seize opportunities for enhanced performance.
• Resolve escalated customer issues, ensuring timely, professional, and effective resolutions

Quality Assurance & Compliance

• Establish and monitor key performance indicators (KPIs) to ensure consistent, high-quality service.
• Implement quality assurance measures such as call monitoring, feedback sessions, and regular customer satisfaction surveys.
• Maintain compliance with industry standards, regulations, and company policies, ensuring best practices are adhered to.

Data Analysis & Reporting

• Track and analyse call centre performance data, generating weekly and monthly reports for senior management with insights and improvement recommendations.

Training & Continuous Improvement

• Design and deliver ongoing training to boost consultants’ skills, product knowledge, and customer service expertise.
• Keep updated on industry trends and best practices to refine and improve call centre operations.
• Foster a positive, team-oriented work environment that values innovation, and continuous learning, and aligns with Hello Group’s core values.

Special Projects & Initiatives

• Support outbound campaigns and special projects as assigned.
• Undertake ad hoc tasks within the scope of work as needed.