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Role Purpose

The EHOD:  Partner Management role is based within Commercial Operations.

Responsible for the Operational and Commercial relationship with a portfolio of Outsourced Business Partners, & post sales operations  with a focus to deliver on Customer Care sales and service objectives 
The successful individual will also be responsible to segment the estate to achieve best service outputs and drive cost efficient utilization of resources.
 

Your responsibilities will include:

Manage Outsourced Business Partners performance to ensure optimal use of all resources in line with performance targets
Monitor key output/performance indicators (NPS; first call resolution; volume reduction, response service levels, ENPS, digital deflection, etc.) in line with targets and drive performance or take corrective action as required
Ensure all appropriate resources are identified, secured and managed within the Outsourced environments (staffing levels, IT infrastructure, training, etc.) in order to support current and projected volumes 
Ensure the consistent quality of response from all centres including internal and outsourced (business partner) operations

Manage relationships with Outsourced Business Partners
Lead vendor negotiations and conclude commercial operating contracts with business partners
Managed Outsourced contracts and monitor compliance with contract conditions and group performance standards and targets, on an on-going basis
Ensure all business partner staff are adequately trained and have the required knowledge to meet group performance standards
Manage on-going relationships with Outsourced business partners 
Prioritise and manage Outsource Partners capacity to change
Support business partners by proving on-site support as appropriate, integrating the partner to act as a natural extension of the Vodacom environment.
Prepare regular progress reports, dashboard management performance against performance indicators etc.

Drive performance improvement and alignment with best practice
Drive operational performance improvement (process, financial, service target enhancement, etc.) across all centres
Use relevant benchmark information to determine performance indicators for Outsource partners
Stay abreast & drive implementation of new technology/frameworks through networking with other Contact Centre professionals.
Ensure that the outsourced estate as a whole is progressive and unlock innovation within portfolio.

Monitor on-going performance of improvements and enhancements and provide progress/feedback
Initiate and manage (outsourced) focus groups and surveys to obtain qualitative feedback
Analyse key efficiency and effectiveness k.p.i.’s (call centre volumes, NPS, FCR., etc.) and other business effectiveness measures to obtain quantitative feedback
Escalate top impacting issues to ME and leadership teams for review

Communicate progress and results
Initiate/prepare regular monthly progress reports and project reports where required to facilitate data sharing
Liaise with Outsource business leaders (weekly connect calls) to ensure alignment with Vodacom Group strategy

Monitor on-going performance of post sales administrations improvements and enhancements and provide progress/feedback
Perform process optimisation 
Analyse key efficiency and effectiveness of order management function 
Develop operational relationship with EBU sales 
Align team structure to support EBU sales segments  

Monitor on-going performance of Saves Team- provide progress/feedback
Align team structure to support sales churn reduction objectives 
Manage partner relationship and report on performance 
Formulate tactical plans to combat churn rate and improve saves % 

Determine root causes of all persistent or high impact problems
Conduct business analysis and tests to define root cause of problem
Prioritise action to address problems timeously
 

The ideal candidate for this role will have:

Job Knowledge:

• Strong knowledge of  Call Centre Operations is essential 
• Knowledge of Customer Service is essential 
• Knowledge of Outsourcing principles and Outsourced Operating models is essential 
• Sound understanding of organisational design is essential
• Knowledge of Contract management is essential 
• Knowledge of Budget management is essential
• Knowledge of drafting and interpreting commercial agreements is essential
• Knowledge of Customer Experience is essential
• End-to-end customer management principles and NPS is essential
• Sound Commercial understand and acumen

Leadership Competency Requirements

• The role requires in depth knowledge and experience of call centre operations and how to achieve high levels of customer experience satisfaction through effective call centre management.  This includes the ability to manage a number of work teams in multiple locations, and strong attention to detail in analysing facts and evaluative decision making. The role requires having the ability to operate at both junior management layers, as well as senior director level depending on the scenario. Strong outsourcing capabilities are required.
• The role requires the ability to lead a team of managers located in different centres across the Country.  This includes providing technical advice and guidance and managing Outsourced Business Partners against pre-set performance targets.
   

Must have technical / professional qualifications:

• Relevant 3 year tertiary qualification – Essential 

• MBA or MBL qualification will be an advantage 

• A minimum of 8 to 10 years relevant experience in the following: 

• 4 years Customer Care experience is essential 

• 5 years Call Centre experience is essential 

• 2 years Contracts Management is essential 

• 2 year Call Centre outsourcing experience is essential 

• A minimum of 3 years spent in a management position is essential 

• Experience dealing with senior leadership teams is essential

• Proven track record of recommending changes across multiple areas.

• Ability to consult across business units and a sound appreciation of commercial and technological environments within the ICT sector.

• Experience in the Consulting field would be an advantage

• OR 

• Matric essential

• Completion of relevant commerce and or leadership courses completed

• MBA or MBL qualification will be preferred

• A minimum of  10 to 12 years relevant experience in the following: 

• 4 years Customer Care experience is essential 

• 5 years Call Centre experience is essential 

• 2 years Contracts Management is essential 

• 2 year Call Centre outsourcing experience is essential 

• A minimum of 3 years spent in a management position is essential 

• Experience dealing with senior leadership teams is essential

• Proven track record of recommending changes across multiple areas.

• Ability to consult across business units and a sound appreciation of commercial and technological environments within the ICT sector.

• Experience in the Consulting field would be an advantage

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Purpose of the role

Investigate, Define & Implement new processes including ways of working and technology that make up the overarching Testing Strategy at a Tribe Level
 

Your responsibilities will include:

• Ensure that the delivery within your Agile squad is of sound Quality as per the QA Strategy/Guardrails
• Produce all Non-Technical and all Technical testing artefacts as per the QA Guardrails and Tooling Strategy
• Contribute to the QA Strategy/Guardrails by monitoring Quality KPI's and defining and implementing improvements to ensure KPI results growth
   

The ideal candidate for this role will have:

Minimum Bachelor’s Degree or IT Diploma in Computer Science, Information Systems, Systems Analysis, or other IT related fields, together with certification as detailed in the tables below.

• Minimum 5 years’ relevant experience in the following: 
• Testing and Evaluation    
• Software Engineering     
• Coding    
• Automation and Robotics    
• Security Professional    
• Micro Services and APIs        
• Continuous Integration and Delivery (CI/CD)    
• Agile        
• Reporting and Analytics    
• Coaching & Mentoring    
• Change & Adaptability    
• Facilitation Practitioner 

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Purpose of the role

• To manage, maintain and provide strategic and technical direction to Customer 3D Billing Operations and ensure that the strategic initiatives are developed, implemented and operate as expected. 
• Ensure valid, complete, timeous and accurate billing of customers.
• Ensure that functionality developed and deployed fulfils the business requirement, is delivered on time and does not negatively impact production operations.
• Ensure that subscribers Billing profile  are provisioned accurately and timeously
• Ensure that products and services configured on Customer 3D systems meet the business requirements and are configured accurately and timeously.
• Ensure compliance to regulatory and governance requirements
• Ensure that the Bill Run Production Processes on time and ensure that they are executed 100%
• To strive  for continual process improvements on all production activities within the departments
• To monitor and correct data incongruences that could directly  impact the quality and accuracy of production processes
• Ensure that system wide reconciliations and assurance checks are carried out accurately and timely
• To design and implement assurance mechanism based on the understanding of the data, business rules and integration architecture of the various systems primarily the systems that support the Digital acceleration strategy that impacts the billing and reporting environment
   

Your responsibilities will include:

• To conduct strategic and tactical planning, business analysis, and high-level requirements determination
• Technically Supervise Manage a team of specialist providing mentorship towards enhancing competencies.
• To manage and drive the successful implementation of technology solutions to the business and channel partners
• To ensure that all reengineering initiatives consider the impact on systems across environments
• Understand & assess the impact of new products and services from a systems perspective to ensure that billing is accurate & complete.
• End to End Management of Vodacom’s Retail Billing systems and processes including, but not limited to
• Inter and intra system stack reconciliations and checks  between systems that could impact customer billing 
• The review of statistics to ensure billing accuracy, trends and discrepancies and implementation of corrective actions where necessary
• Improved Billing NPS 
• To ensure that all processes, governance and regulatory requirements are adhered to.  
• To manage contracts and service level agreements with the business, suppliers, and channel partners.  This includes the ability to manage a mix of off-shore and onshore suppliers

The ideal candidate for this role will have:

• A 3-year tertiary qualification minimum NQF Level 5 majoring in IT Systems/Data Analysis/Finance/Business
• Minimum of 5 years IT or Billing experience 
• Minimum of 3 years’ experience in building assurance mechanism 
• Track record of leading and developing people will be advantageous
• Track record of vendor management with experience in managing off-shore vendors will be advantageous
• Project Management Experience or working within Agile teams

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Role Purpose

Cybersecurity is critical to Vodacom and Vodafone and a strategic priority to enable our business and customers. The Executive Head of Cybersecurity is a Vodacom Group-level role which champions and delivers the cybersecurity across all Vodacom and Vodafone markets in Africa. This role is critical in ensuring the right priorities are focused on to reduce cyber risk across Africa as rapidly as possible.

Your responsibilities will include:

This role partners with business leaders, Vodacom and Vodafone markets across Africa to ensure security practices are embedded into business capabilities and designed into systems 
Key deliveries include:

• Developing cybersecurity strategy for Vodacom and Vodafone Africa aligned to the group technology strategy and Vodafone global security strategy
• Overseeing the implementation of large-scale cybersecurity initiatives across Africa for Vodacom and Vodafone
• Translating technical capabilities into business outcomes and objectives, defining clear metrics for progress and regularly reporting them into Exco
• Embedding adequate and relevant security practices into business areas
• Delivering new security capabilities into business areas and identifying opportunities and security demand from business areas
• Identifying and working with technology teams to remediate cybersecurity risk
• Being a cybersecurity champion in strategically critical areas

The ideal candidate for this role will have:

• A formal 3 year degree/diploma in Computer Science or a related technical discipline. 
• One or more these industry Cybersecurity Certifications: CISSP, AWS Security, Microsoft Security, programme management. 
• Experience implementing large scale cyber programmes in geographically dispersed locations. 
• Operational background in cybersecurity with non-technical writing skills. 
• Experience defining and implementing strategy for a multinational organisation.

Closing date for applications: 10 December 2021

The base location for this role is Midrand, Vodacom Campus
The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.
Vodacom is committed to an organizational culture that recognizes, appreciates and values diversity & inclusion.