Latest Roles at Blue Label Telecoms

JOB PURPOSE

The Product Manager will be responsible for managing existing and new product & services well as the execution throughout the product lifecycle i.e. from conception to product withdrawal, including gathering and prioritizing product and customer requirements. The Product Manager needs to ensure that the systems for the products associated with the Revenue Collection division of Cigicell are in accordance with the requirements of the business. The Product Manager will work closely with Sales and Executives, Marketing and Support as well as other Group subsidiaries (including Technology) to ensure revenue and customer satisfaction. The function also includes ensuring that the product supports the overall strategy and goals of the Company.

RESPONSIBILITIES

Manage product life cycle stages

• Develop new products and solutions
• Gather market research and market intelligence
• Gather and document business requirements
• Analyse business and technology requirements
• Process design and mapping
• Compile take-to-market strategies
• Compile product strategies and roadmaps
• Perform product feasibility studies
• Customer insight pertaining to channel requirements, as well as end user requirements
• Product Testing
• Prepare product forecasts and management reporting across all Revenue Collection Products (Vending, Bill Payments, etc.)

Product Management

• Take responsibility for all aspects of a life cycle of a product or set of products, including long-term and short-term development and marketing
• Stay abreast of trends in the marketplace to ensure the product's competitive position

Project Management

• Project manage existing and new products during Product Life Cycle which includes, Product Scoping, Product Development, Product Testing, Legal, Support, Product Implementation

Manage commercial product offerings along with product head and Company executive team

• Maintain a solid commercial understanding of current products along with the Operations Director
• Must present commercial models to EXCO for approval
• Work with external third parties to assess partnerships
• Work with internal product partners/providers

Oversee, and promote product sales

• Provide the sales team with the necessary technical expertise to enable them to sell the product
• Act as a point of first reference for all product related enquiries and support

 Research and Development

• Research and analyze market conditions
• Identify key competitor and consumer trends
• Articulate market requirements and opportunities
• Identify opportunities for product innovation and product enhancements

Work collaboratively

• Build a culture of respect and understanding across the organisation
• Recognise outcomes which resulted from effective collaboration between teams
• Build co-operation and overcome barriers to information sharing, communication and collaboration across the organisation
• Facilitate opportunities to engage and collaborate with external stakeholders to develop joint solutions

Self-Management

• Set an example through personal quality and productivity standards and ways of working with others
• Demonstrate consistent application of internal procedures
• Plan and prioritise, demonstrating abilities to manage competing demands
• Demonstrate abilities to anticipate and manage change.
• Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organisational and team needs

Leadership

• Be an effective inspirational leader to facilitate the creation of motivated, accountable, full-service teams who understand and strive to meet the needs of all stakeholders
• Coach, counsel and train digital team, operational managers and staff to apply, support, sustain and develop a continuous improvement culture
• Role model behaviour and motivate team members in line with the Blue Label Telecoms values and ethos.
• Guidance of others and active development of self to improve on their technical and communication abilities so that capabilities and deliveries are better understood and thus trusted and applied through the business
• Translates strategy into goals for performance and growth helping to implement organisation-wide goal setting, performance management, and annual operating planning
• Identify the capabilities needed to meet the current and emerging business needs of the organisation
• Evaluate current capabilities, identify gaps, and prioritize development activities

Requirements

BEHAVIOURAL COMPETENCIES

• Plans and Aligns
• Communicates effectively
• Optimizes Work Processes
• Financial acumen
• Manages complexity
• Balances Stakeholders
• Strategic Mindset
• Builds Effective Teams
• Persuades
• Customer Focus
• Instills Trust
• Cultivates Innovation
• Collaborates
• Situational Adaptability
• Action Oriented
• Ensures Accountability
• Tech Savvy

EDUCATION

• Bachelor's degree in business, project management or a related field

EXPERIENCE

• Minimum of 4 years experience in Project Management
• Prepaid Electricity experience is an advantage

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Job Purpose

Ensure the reconciliation from transactional level to cash settlements is managed for the top corporate customers in SA Distribution as allocated. Ensure monies are collected timeously and reporting on allocated customers in the ERP system is accurate and complete.

Responsibilities

• Send invoices and client statements to ensure payments are received timeously if and when required for allocated customers
• Maintain accurate records of communication activity with the corporate customers
• Maintain a high level of customer management and service internally and externally
• Review and perform transactional and payment reconciliations on the top corporate customers daily
• Submit regular feedback for the corporate customers as required
• Follow up on payments daily, to ensure payments are made timeously for allocated customers
• Updating customer information in line with internal control processes Attend to calls professionally internally and externally
• Ability to reconcile accounts and communicate findings to customers
• Suspending customers that are overdue in terms of their credit terms
• Un-Suspend client accounts upon receipt of payment from clients
• Adherence to applicable legislation i.e., NCA etc

Process Management

• Adhere to internal processes implemented by management as well as the approved credit policy
• Approval to be obtained for any adjustments to credit limits or trading terms as per the credit policy as well as business and the customer
• Customer documentation kept safe and secure files, invoices etc
• Filing of supporting documentation completed Adherences to CRM SLA`s put in place
• No unauthorized changes to be made to customer accounts
• No customer information is given to any unauthorized person

Administration

• Conduct data entry into company systems, and review and verify the information to ensure accuracy and accessibility

Client & Customer Management (Internal)

• Ensure a positive experience for internal clients by having courteous interactions with them

Internal Communications

• Create positive experiences for clients by interacting courteously with them

Data Management

• Support others by carrying out basic data management tasks

Document Management

• Maintain files and records

Document Preparation

• Use standard office software to carry out basic formatting on letters, memoranda and routine reports

Behavioural Competencies

• Plans and Aligns
• Ensures Accountability
• Communicates Effectively
• Collaborates
• Optimizes Work Processes
• Action Oriented

Requirements
Education

• BCom Accounting Degree or higher

Experience

• Minimum 2 years’ experience in terms of customer or accounting reconciliations
• Proven track record of good customer relationship management
• Excel skills and data analysis capabilities to be able to handle large amounts of data and extract insights and gaps out of the data

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JOB PURPOSE

• To manage our Customer Interaction Centre in digitisation, process optimisation, and migrating customers to self-service channels. Responsible for overseeing B2B and B2B2C contact centre operations, ensuring seamless customer interactions and promoting the adoption of self-service solutions.

RESPONSIBILITIES

Operations Management

• Ensure Customer Interaction Centre operations are effectively and efficiently managed and that all prescribed operational objectives and targets are met
• Ensure all service levels and response time targets are met
• Drive customer-centricity through all work plans, schedules, measures, and training activities
• Manage all functions of Customer Interaction Centre delivery and ensure a continuous alignment with the sales agenda
• Design, deliver and maintain all processes and policies relating to resource scheduling and forecasting
• Plan for the most efficient workload and resource schedule
• Monitor and manage quality input into the database
• Ensure tight alignment with support functions to drive best-in-class Finance, HR, and IT practices

Digitization and Process Optimization:

• Identify opportunities for digitization within the Customer Interaction Centre
• Streamline manual processes to enhance efficiency and reduce response times
• Implement advanced technologies and tools to automate repetitive tasks and improve overall productivity

Self-Service Channel Development:

• Lead the development and implementation of self-service channels such as online portals, chatbots, and mobile apps
• Collaborate with cross-functional teams to design user-friendly interfaces and intuitive self-service options
• Monitor and analyse customer interactions on self-service channels, making continuous improvements based on feedback and data analysis

Customer Migration Strategy:

• Develop and execute a customer migration strategy to transition clients from traditional support channels to self-service options
• Provide training and support to customers during the migration process, ensuring a smooth transition and high customer satisfaction
• Monitor the progress of customer migration initiatives and adjust strategies as needed to achieve targets

Team Leadership:

• Lead and mentor the Customer Interaction Centre team, fostering a positive and collaborative work environment
• Provide guidance and support to team members, ensuring they have the necessary skills and resources to excel in their roles
• Conduct regular performance evaluations and provide constructive feedback to drive continuous improvement

Data Analysis and Reporting:

• Utilize data analytics tools to track key performance indicators (KPIs) related to customer interactions, self-service adoption, and operational efficiency
• Prepare detailed reports and present findings to senior management, highlighting achievements and areas for improvement
• Use data-driven insights to make informed decisions and implement strategies for enhancing customer experiences

Requirements

QUALIFICATION

• Matric
• Bachelor’s degree in Business Management, or related field

EXPERIENCE

• At least 5 years call centre management experience
• Customer Service experience
• Proven experience in contact centre management with a focus on digitization and self-service channel development
• Background in process optimization and automation, preferably in a B2B environment
• Excellent leadership and communication skills, with the ability to inspire and motivate team members
• Proficiency in data analysis and reporting, with a keen eye for detail and accuracy
• Demonstrated ability to collaborate with cross-functional teams and drive initiatives to completion
• Knowledge of customer relationship management (CRM) systems and contact centre technologies
• Flexibility around time and capacity