Open Positions at MultiChoice

Key Performance Objectives

Tasks

 Strategic Base Management 

• On-going development and implementation of customer value management programmes for DStv Internet ensuring value increase of the base through effective lifecycle management.
• Manage the customer communication programmes across multiple mediums: Email, SMS, MMS, DM, WhatsApp and track and measure performance and impact.
• Ownership of the DStv Internet communication execution, planning and improvements.
• Manage customer profile, data quality and integrity for relevant segment.

 Campaign Planning and Management

• Ensure ongoing DStv Internet CVM activity and drive a pro-active and coordinated approach to DStv Interne CVM.
• Identify customers at risk of churning (cancelling service) and develop strategies to win them back.
• Ensure all campaigns are delivered on time, within budget and are a key driver in influencing customer behaviour and driving retention.
• Lead the campaign management process from defining campaign KPIS, designing campaign, provide campaign briefs to agencies, ensuring execution and reporting on overall performance.
• Foster knowledge management by aligning the campaign management process with CVM planning and execution requirements.
• Liaise with digital agencies, 3rd party vendors and campaign execution vendors to manage job schedules and ensure that all deadlines are met.

 Analytics, Reporting and Budgeting

• Work with the CII (Centre of Intelligence and Insights) and digital agency to provide in-depth and regular analysis of campaigns.
• Analyse and identify trends and gaps, recommend appropriate action to proactively leverage on opportunities and/or mitigate risk as well as enhance the effectiveness of engagement activities.
• Analyse churn data to understand reasons for customer dissatisfaction and recommend solutions.
• Manage the customer engagement metrics for DStv Internet.

Stakeholder Management

• Liaise with key counterparts and stakeholders in other areas like CII and Marketing to ensure that the appropriate data is available to enable campaigns, provide sizing of opportunities and make visible any potential considerations or threats to successful execution.
• Communicate effectively with stakeholders to ensure alignment on CVM goals and strategies.
• Maintain sound relationship with regulatory, legal and administration to ensure compliance with external requirements.
• Produce communication briefs outlining the communication strategy and supervision of execution from agencies, with the support of the marketing team.
• Monitor and assess campaign effectiveness and identify ways to improve activities.
• Keep account of the allocated budget and ensure all expenditure has justifiable value add for DStv Internet. 

Qualifications Essential

• Degree in Marketing, Business or related field

Qualification Preferred

• Post Graduate Degree in Marketing, Business or related field advantageous       

Experience

• A minimum of 5-8 years’ in customer value management experience or similar
• A minimum of 3 years of customer value management experience
• 2+ years of management experience

Technical Competencies

• Customer Value Management
• Data and Report management
• Project management
• Financial Management/Budgeting
• Commercial Acumen
• Stakeholder Management
• Campaign Management and Optimisation
• Customer Relationship Management
• Customer Journey Mapping
• Marketing Automation
• Customer Segmentation  
• Churn & Propensity Modelling 
• Customer Analytics  

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Key Performance Objectives

Tasks

Operations Management

• Drive day-to-day operational performance in accordance with Customer Care objectives.
• Manage service levels and ensure that planned schedules are adhered to.
• Implement operational practices as defined by the Customer Care strategy.
• Assume accountability for successful ongoing daily operational performance.
• Resolve day-to-day operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with Workforce Planning to ensure that adequate advance planning is done so that customer contact demand is met.
• Review operational performance on a daily basis and implement actions to address gaps.
• Work with agility to overcome operational problems that arise in-the-moment.
• Ensure that Team Leaders are fully equipped to manage the day-to-day operation.
• Ensure that relevant MI, Monitoring Systems, and reports are in place and that Team Leaders are utilizing these to manage operational performance.
• Support Team Leaders on shift to manage their teams effectively and to drive efficient and effective operational performance.
• Take overall responsibility of shift management within the operation.
• Provide relevant shift management reports as set out by line manager.
• Ensure that coaching time is planned by Workforce Planning for all Team Leaders.
• Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of Team Leaders as required.

People Management

Leadership

• Serve through inspirational & motivational leadership of Team Leaders & Omni-Channel Relationship Consultants.
• Operationalize the Customer Care strategic plan for the Team Leaders & Omni-Channel Relationship Consultants.
• Coach Team Leaders to enable them to effectively manage their teams.
• Ensure that Team Leaders are coaching their Omni-Channel Relationship Consultants   according to coaching targets.
• Review the effectiveness of Team Leader meetings & coaching sessions with Omni-Channel Relationship Consultants.
• Reward & recognize Team Leaders for their contribution to the success of the division.
• Host quarterly engagements with Omni-Channel Relationship Consultants & Team Leaders to provide business updates and get their input on how to improve the Customer Care operation.
• Own & Resolve escalated people issues within own department.
• Manage misconduct, performance & all ER-related matters of Team Leaders & Omni-Channel Relationship Consultants.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Manage Change as required by the change management process.
• Communicate expectations and business updates to Team Leaders on a regular basis.
• Ensure that Team Leaders communicate effectively to Omni-Channel Relationship Consultants according to requirements.

Recruitment & Retention

• Recruit talented & skilled people to support the Customer Care deliverables.
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.
• Identify, manage, and develop talent.

Training and Development

• Ensure that skill & knowledge gaps are regularly assessed.
• Ensure that skill & knowledge gaps are addressed through training & coaching.
• Ensure that training is planned with WFM to prevent service interruption.
• Ensure adequate attendance of planned training.
• Continually up-skill staff through effective mentoring, coaching, and performance improvement practices.
• Create and implement individual personal development plans at all levels of staff.
• Monitor the implementation of training needs as per individual development plans.
• Equip all staff to be able to support all technical requirements of MultiChoice products.
• Equip all staff to have competent customer conversations around DStv content.
• Regularly enable training for the operational team on customer service standards.
• Ensure that Team Leaders are trained and equipped to perform effectively.
• Coach Team Leaders at regular intervals to enable their development as leaders.
• Create & maintain a documented succession plan in all teams and for own role.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Manage the Customer Care Career Progression program as outlined.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all staff.
• Ensure that Omni-Channel Relationship Consultants & Team Leaders meet set performance standards & KPIs.
• Conduct formal monthly reviews with Team Leaders on their KPIs.
• Ensure that monthly performance reviews are conducted with all Omni-Channel Relationship Consultants in the division.
• Ensure that Customer Care’s performance management process is effectively implemented at all levels, and that consequence management is applied to address consistently poor performance.
• Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
• Enable Team Leaders to effectively manage poor performance and misconduct.
• Review daily, weekly & monthly operational performance reports and ensure that performance gaps are addressed immediately.
• Create awareness and drive the usage of Reward & Recognition dashboards at all levels.
• Provide a portfolio of evidence at regular intervals of own and team performance.
• Take responsibility to remove obstacles that impede staff delivery and performance.

Customer Management

• Operationalize the Customer Care strategic plan against set targets & objectives.
• Ensure that all staff are clear about what is expected of them with regard to customer service, leads generation, and contact prevention.
• Ensure that coaching on customer contacts is done on a weekly basis by Team Leaders to their Omni-Channel Relationship Consultants   using the set coaching & evaluation tools.
• Facilitate calibration sessions between Team Leaders to ensure that they are evaluating and coaching on customer service consistently across the operation.
• Regularly sit in on Team Leader customer service coaching sessions to Omni-Channel Relationship Consultants & coach Team Leaders according to observations made during the session.
• Enable training at regular intervals to improve customer experience.
• Take corrective action where people have failed to meet service standards.
• Ensure that relevant escalation processes are in place for escalated contacts.
• Ensure that Team Leaders are owning & resolving escalated customer complaints.
• Own & resolve escalated customer complaints from Team Leaders.
• Ensure that issues of most concern to customers are escalated to appropriate executive forums to create awareness.
• Works with stakeholders within the organization to resolve customer issues that are not caused by Customer Care staff e.g. Technology, Processes, Marketing, etc.
• Respond with agility to resolve any situation that arises during a shift that could compromise customer experience.
• Escalate issues impacting customers or service delivery during a shift.
• Drive a culture of effortless customer experience and sales-through-service.

Operational Project Management

• Manage & execute operational projects against the Customer Care 90-Day Plan.
• Encourage Team Leader participation in operational projects.
• Deliver against standards & deadlines required of the Customer Care 90-Day Plan.

Revenue Generation Management

• Managing Customer Care revenue generating capability by developing an operational plan to use the existing customer contacts as opportunities to upsell, cross-sell and proactively retain DStv customers
• Meeting the customer care revenue generation targets.
• Setting individual revenue generation targets with the OMNI channel teams.
• Tracking revenue generation goals and reporting results as necessary.
• Ensure ongoing sales and retentions training.
• Developing your OMNI channels teams through motivation, coaching, and product knowledge education.
• Promoting the organization and products through existing customer contacts.
• Deploy optimal outbound revenue generation activities during the customer contacts trough periods.

Qualifications Essential

• Diploma in Business / Operations management

Qualification Preferred

• A Degree or NQF Level 7 qualification in Business Management

Experience

• A minimum of  5 – 8  years’ Customer Management experience
• At least 5 years’ People Management experience
• At least 4 years’ experience in a Team Leader or equivalent role
• At least 2 years’ experience in an Operations Manager or equivalent role
• Project Management experience
• Excellent Communication Skills (both verbal and written)
• Language proficiency (English; Afrikaans; Zulu; Sotho)
• MS Office
• Ability to multitask in a busy environment
• Flexibility

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Tasks

Customer Relations 

Effortless Customer Experience Delivery

• Ensure delivery of customer service objectives.
• Own & resolve customer issues as comprehensively as possible on first contact.
• Be a brand ambassador of DStv and create a positive image to the customer and manage impact to brand on digital platforms.
• Ensure that issues that cannot be resolved at 1st contact or compromise service are escalated in line with the escalation processes.
• Adhere to the set Customer Care processes and business procedures.
• Read and adopt all changes related to new and existing products, system and process to deliver effortless customer experience on every contact.
• Use relevant tools to support customers on product, system and process knowledge.
• Ensure the consistent delivery of all contracted KPIs.
• Meet service quality standards as outlined.
• Drive customer usage by educating customers on self service and digital service platforms.

Sales Activities

• Generate quality leads to ensure that the required conversion ratios are achieved.
• Identify opportunities to sell, cross sell and upsell DStv products on all customer interactions.
• Converse & engage with customers around DStv VAS offerings. 

Retentions and Service Recovery Activities

• Retain DStv Customers upon cancellation request.
• Effect outbound proactive retentions campaigns.
• Recover the service where customers complain about service, product, process issues.
• Identify any activities that may have potential negative impact to the Multichoice brand and escalate via the defined escalation processes.

Customer Relationship Management

• Proactively engage customers on all active campaigns and service disruptions.
• Update customer details (email, contact number) on all customer contacts.
• Utilize consumer profiling analytics to complete any targeted campaigns.
• Actively campaign the CVM calender to clients where applicable.

Omni Channel Service Delivery

• Adhere to the Multichoice social media policy and the Multichoice Digital Care SOP’s
• Interact with customer on multiple platforms(Inbound voice, outbound voice, Digital Platforms)
• Drive customer usage by educating customers on self service and digital service platforms.
• Proficiency in digital language(Live Chat, Social Media, Whatsapp and Email)

Department

Customer Care

Collaboration

Teamwork

• Work within a team to deliver on performance objectives.
• Support peers and provide expertise to help in sustaining good performance.
• Share relevant product, system, process information with peers as and when required.
• Foster healthy, productive working relationships with peers.

Training and Development

• Ensure that skill & knowledge gaps are closed by participating in online learning.
• Ensure that training on new products, services & processes is completed.
• Attend relevant training from time to time to develop customer service skills.
• Work on objectives of own Personal Development Plan as agreed with Team Leader.
• Participate in self-learning to support all technical requirements of MultiChoice products.
• Participate in self-learning to improve customer conversations around DStv content.
• Participate in self-learning to uplift customer service & sales performance.
• Take regular knowledge assessments and work with Team Leader to address gaps.
• Take ownership of self-development and career progression, supported by Team Leader.

Performance

• Meet set performance standards & KPIs.
• Take ownership of own performance and partner with Team Leader to close gaps.
• Regularly review own performance on the Reward & Recognition dashboards.
• Take responsibility to highlight obstacles to Team Leader that impedes own performance.
• Ensure that service levels are met by adhering to planned schedules & shifts.

Qualifications

• A Matric Certificate or NQF 4 Equivalent

 Experience

• A minimum of 1-2 years Customer service experience
• Sales Experience: Advantageous

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Key Performance Objectives

Tasks

Operational Leadership

• Manage service levels on shift by ensuring adherence to planned schedules.
• Resolve and/or escalate operational challenges that could impede on successful delivery of Customer Care objectives.
• Work with agility to overcome operational problems that arise in-the-moment.
• Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance.
• Support Customer Care Managers on shift to drive efficient and effective operational performance.
• Ensure that coaching, team meetings, training time (investment time) is planned by Workforce Planning for the team.
• Ensure that investment time plans are followed and identify times outside planned investment time to allow for investment activity
• Review monthly shift schedules by Workforce Planning, and ensure that rosters are fair & consistent – escalating & resolving on behalf of CSCs as required.
• Ensure that facilities issues are logged & resolved.
• Ensure that any health & safety incidents are reported according to the outlined processes.
• Ensure that leave plans are in place and manage adherence to the leave plan and leave policies.
• Ensure that CSC’s follow policies and procedures.
• Analyse data and produce reports on team performance and outliers.

Customer Leadership

People Management

Leadership

• Ensure that all staff deliver what is expected of them with regard to customer service, sales, and customer retention targets.
• Coach each CSC on customer contacts on a weekly basis using the set coaching & evaluation tools.
• Participate in Team Leader service calibration sessions to align service coaching practices.
• Ensure that corrective action is taken where people have failed to meet service standards.
• Ensure that CSCs use the correct customer processes at all times.
• Ensure that relevant escalation processes are adhered to.
• Own & resolve escalated customer complaints from CSCs.
• Coach CSCs on how to handle customer escalations effectively.
• Ensure that CSCs meet all risk & compliance policy requirements.
• Respond with agility to resolve any situation that arises that could compromise customer experience.
• Escalate issues impacting customers or service delivery to relevant support areas – and follow up to resolution.
• Ensure the proper & timeous communication of any changes that affect customer service.
• Drive a culture of effortless customer experience and sales-through-service.
• Drive down repeat contacts and drive up first contact resolution.
• Ensure that the team is aware of and following processes related to customer retention.
• Ensure that the team drives customer usage of self service and digital service platforms.
• Ensure that customer service processes are available to all service staff.
• Serve through inspirational & motivational leadership of people.
• Ensure that CSCs are well aware of their performance requirements & KPIs, and deliver according to these requirements.
• Coach CSCs to enable them to effectively deliver on performance requirements.
• Meet coaching targets as outlined in the Team Leader KPI document.
• Ensure that Reward & Recognition programs are well known by the team.
• Host weekly meetings with CSCs to provide business updates and communicate product, system, process changes.
• Regularly engage with staff on their areas of concern & suggestions for improvement.
• Ensure that staff feedback is formally shared with the Customer Care Manager.
• Work with the Customer Care Manager to track and resolve people issues.
• Provide regular feedback to the team on progress related to feedback on issues.
• Manage misconduct, performance & all ER-related matters of staff.
• Ensure that all ER cases are well documented, tracked and progressed timeously.
• Create an environment that fosters teamwork and co-operation.
• Communicate effectively, building and maintaining relationships across all levels.
• Ensure consistent compliance to company policies and procedures.
• Lead Change as required by the change management standards & processes.
• Regularly attend & support Reward & Recognition activities.

Recruitment & Retention

• Participate in the recruitment of CSCs
• Select and place candidates in terms of agreed recruitment and selection processes.
• Foster an environment where talented & high performing people are retained.
• Maintain voluntary staff attrition levels to within required standards.

Training and Development

• Ensure that skill & knowledge gaps are addressed through Coaching.
• Ensure that training on new products, services & processes is done by all people.
• Implement & maintain coaching standards & requirements.
• Create and implement individual personal development plans for all people.
• Coach people to be able to support all technical requirements of MultiChoice products.
• Coach people to have competent customer conversations around DStv content.
• Coach people to meet required customer service standards.
• Ensure that people are trained and equipped to perform effectively.
• Create & maintain a documented succession plan.
• Ensure that people identified in the succession pipeline are trained for future roles.
• Ensure that the Career Progression path is well known and understood by people.
• Ensure that people are equipped to move through the Career Progression path.

Performance Management

• Ensure that all HR procedures governing performance management are adhered to.
• Create awareness of how Customer Care strategic objectives link to individual KPIs.
• Ensure that a full understanding of performance requirements is created for all people.
• Ensure that people in the team meet set performance standards & KPIs.
• Conduct formal monthly reviews with CSCs on their KPIs.
• Coach CSCs on identified performance gaps from KPIs to enable improvement.
• Ensure that Customer Care’s performance management process is effectively implemented, and that consequence management is applied to address consistently poor performance.
• Ensure that all poor performance management activities are logged as per the official HR Performance Improvement Process.
• Manage misconduct timeously and according to the defined HR & ER processes.
• Review daily, weekly & monthly individual and team performance reports and ensure that performance gaps are coached on immediately.
• Create awareness and drive the usage of Reward & Recognition dashboards by people.
• Provide a portfolio of evidence at regular intervals of own and team performance.
• Take responsibility to remove obstacles that impede people’s performance

Operational Project management

• Work with Customer Care Manager and contribute to deliver on projects related to the Customer Care 90 Day Plans.

Qualifications Essential

• Grade 12
• Regulatory Examination Certificate

Qualification Preferred

• Diploma in Office Administration / Communication / Operations Management advantageous
• FAIS Compliance

Experience

• At least 2 years’ experience in a frontline service role.
• At least 2 years’ People Leadership experience
• Ability to multitask in a busy environment
• Flexibility
• Call Centre knowledge
• Human Resources knowledge

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Key Performance Objectives

Tasks

Operations Delivery

Operations Management:

• Develops and implements operational management systems, procedures, processes, policies and best practices
• Oversees operational systems, processes, procedures and infrastructure while looking for opportunities of improvement or revision
• Grow the efficiency of existing operations systems, processes and procedures to enhance and sustain Connected Services internal capacity
• Locate bottlenecks and streamline existing processes
• Perform quality controls and monitor KPIs
• Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
• Manage Installer escalations, provide resolutions and feedback within acceptable SLA’s
• Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance. Ensure all monitoring technical resources are working and are optimal for the team to execute effectively
• Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians.
• Work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations
• Develop proposals for fixing items escalated
• Prevent disruptions by analysing escalations to the Operations Teams to predict larger potential problems
• Handle any escalations that may arise and mediate effectively with all parties
• Follow up and ensure all remedial actions required are carried through effectively
• Work with EBS, 4-Sure etc. to prevent larger scale problems from occurring
• Provides input to and works with EBS and 4-Sure to improve the time to resolve systemic issues experienced by Installers
• Drive a culture of effortless customer experience and innovation
• Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
• Ensures the processes remain legally compliant
• Assist in developing or updating standard operating procedures (SOP’s) for all business operational activities
• Optimise, maintain and enforce the agreed standard operating procedure
• Maintain accurate and clear documentation for operational procedures and activities
• Develop risk and contingency reporting procedures / systems to ensure business continuity
• Anticipates and tracks operational and tactical risks and provides strategic solutions
• Addresses operational concerns and issues, monitors overall customer experience and satisfaction including addressing customer and installer issues and complaints in a timely manner
• Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue
• Raises and tracks issues and conflicts, removes barriers, resolves issues of medium complexity involving stakeholders and escalates to appropriate level when required
• Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
• Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
• Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
• Assesses a variety of situations and provides clarity to team and stakeholders
• Identifies trends and assess opportunities to improve processes and execution
• Plays a significant role in long-term planning, project status reporting, and implementing of change control processes
• Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
• Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
• Works closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
• Establishes and maintains credible, professional relationships with internal and external stakeholders and external vendors
• Solicits and responds to feedback while gaining commitment and support
• Ability to conduct research for special projects, extract and analyse data, respond timely to inquiries, and present written/ oral briefings
• Ability to work with details and time-sensitive issues
• Good decision-making skills and response to high-pressure situations
• Oversees and reports weekly, monthly, quarterly, and annual metrics
• Manage and direct operations team to achieve business targets
• Stays up to date on industry regulations, trends, and technology
• Supports operational fraud risk and audit processes for the purpose of preventive maintenance
• Development of power BI dashboards
• Collect and package data into usable and user friendly management information for the relevant teams and stakeholders
• Develop new reports, report formats and standards based on identified user requirements for the business
• Analyse derived information to create value add understanding of insights and opportunities presented by the data set
• Prepare customised reports based on identified requirements
• Develop regular performance reports particularly related to needs of the business to aid performance measurement and management.
• Continuously identify opportunities to automate reports and to eliminate duplicate and manual report production
• Identify opportunities through which Analytics can assist in addressing these challenges, present these to relevant stakeholders and implement
• Propose approaches to the business on monitoring measures or key performance indicators (KPIs) and ensure creditability of data received to support the measures or KPIs

Accredited Installer Management:

• Oversee Installer Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPI’s. The programs should be digitized in-line with the broader organizational direction and focus.
• Assist in the development of after sales Installation support strategies across Agency and Accredited Installer touch points
• Identify and segment installer rankings / segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber.
• Ensure each geographic market segment has a healthy installer-demand ratio.
• Oversee and ensure Installer on-boarding documents are filed and accounted for.
• Keep an Installer information database reflecting all the necessary demographic information as well as performance
• Ensure Installers are accredited and they participate and attend to the required interventions to maintain their accreditation
• Manage Installer accreditation / de-accreditation system on-boarding/off-boarding, communication and process, including blacklisting where necessary.
• Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised.
• Develop and track an installer allocation metrics, to identify gaps, trends etc for continuous improvement of the Installer Value proposition.
• Develop and manage digital solutions for Installer support and reporting.
• Manage and oversee installer work allocations, according to an agreed policy & program.
• Manage and oversee the Installer Ratings and Rewards program
• Develop and support strategies to improve after sales Installation support for devices and accessories in the Accredited Installer and Agency touchpoints.
• Support complimentary business functions such as Payments, DStv Insurance and billing / account enquiries
• Manage supplier SLA and MOU contract process
• Define and communicate Warranty requirements for Approved equipment

Installer Payments and Validations:

• Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
• Oversee validations and payments of Installer and distributor claims
• Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
• Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
• Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines.
• Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments.
• Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager.
• Protect the company resources from abuse by any stakeholder
• Draw reports and trends, comparing sales to Installer claims.
• Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors
• Analyse trends within the business data to reduce risks, optimise performance of the business and inform People Function decisions.​​​​​​​

Digital Enablement and System Support:

• Support strategy development of Installation digital solutions to help drive high quality Accredited Installations and great customer experiences in Connected Services.
• To support the process of Accredited Installer digital services and app development in Connected Services
• To contribute to the BRS and relevant business briefs for new solution development
• Work with stakeholders to do development, UAT and launching of new digital enabled Installation services
• To drive adoption and usage of the Connected Services digital Installation products.
• To produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
• Prepare an operational plan for the commercialization and operational management of these digital Installation services in field.
• Detect and escalate in field faults, errors, bugs and technical issues.
• Provide guidance on hardware requirements to support these digital Installation services.
• Provide training to internal stakeholders on new digital Installation solutions.
• Provide input into budgeting for development and maintenance for digital solution development.
• Gain insight through firsthand interaction with Agencies, Installers, System integrators and consumers.
• Maintain industry best practice

People Management

• Supervise a team of agents to ensure effective daily operations management on Installation and Installer payments.
• Provide operational support and guidance to staff.
• Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
• Manage work allocation for staff.
• Coach and mentor team members on a daily basis on how to improve their own productivity and use of Multichoice’s processes and systems.
• Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
• Establish and maintain a succession plan for the team.
• Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
• Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
• Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
• Review leave plans in place and make recommendations to the line.
• Work in compliance with company policies and procedures.
• Ensure team follows standard operating procedures for all operational functions.
• Inspiring and motivating employees to perform at their best through positive encouragement and performance incentive initiatives.
• Ensure that training on new solutions, services & processes is done by all staff internally and by Installers externally.

Qualifications

• Degree in Business Management /Operations Management / Information Technology or a related field
• Certification in Power BI - development, management, support and analysis
• Certification in SQL and database
• Post Grad Degree an added advantage 

Experience

• A minimum of 5 - 8 years’ work experience in a business operations environment
• A minimum of 5 – 8 years’ prior management and supervisor experience
• A minimum of 3 – 5 years prior experience in data visualization tools – Power BI
• Expertise in data models, data warehousing, data mining and data modelling. Includes the development, support and maintenance of BI reporting dashboards in line with the data model; metadata repository and business intelligence analysis for strategic and operational support
• Experience with SQL for data extraction and manipulation advantageous
• Knowledge of Data Analysis Expressions (DAX) for creating calculations
• Confident and effective communicator that is able to communicate and influence at all levels, both internally and externally
• Excellent interpersonal communication and organizing skills to coordinate project activities
• Ability to negotiate and influence decisions on tactical and strategic direction
• Experience implementing policy regulations and operational procedures that promote organizational efficiency and internal controls
• Proven track record in managing multiple complex and significant projects
• Proven experience in the use and management of change within a corporate environment
• Proven experience of leading and managing a team of technical specialists dealing with external and internal customers
• Proven experience in working with a technical team in developing and designing ICT solutions / systems and the implementation and management of ICT solutions / systems in large organizations
• Excellent demonstrable and practical understanding of service management techniques to ensure that implementations meet business needs
• Thorough understanding and experience in ensuring that the incident and problem resolution processes feed into the strategic change management, business continuity, configuration and availability of management processes
• Proven experience in a user support environment - ability to negotiate Installer support and digital solutions support requirements
• Highly skilled in conflict management and business negotiation processes
• Previous experience working with accounts payable an added advantage
• Previous experience working with fraud risk an added advantage
• Proven experience in managing the negotiation, awarding and monitoring of contracts
• Excellent staff management and resource planning skills
• Experience in working efficiently in high pressure situations
• Excellent documentation and written skills
• Excellent data analytics and reporting skills
• Excellent MS Excel skills

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Key Performance Objectives

Tasks

Operational Delivery

• Oversee the planning, execution, and delivery of digital projects, ensuring alignment with business objectives.
• Manage the full project lifecycle, from ideation to launch, including scope, budget, timelines, and resources.
• Ensure that digital initiatives meet quality standards, are delivered on time, and align with the overall digital strategy.
• Collaborate closely with Product Owners, Product Managers, the Senior Manager: Product, and the Head of Digital Channels to align project priorities and objectives.
• Work with the Head of Solution Development and the development teams to ensure technical feasibility and resolve any technical issues.
• Foster effective communication and collaboration across departments including UX/UI design, development, marketing, and customer experience teams to ensure the smooth execution of digital initiatives

Strategic Delivery

• Manage the portfolio of digital programmes and projects.
• Manage execution of product strategy and roadmaps through effective co-ordination with the relevant platform and project office teams both inside and outside of the Group Digital (GD) division.
• Own product feature roadmap demand management and prioritization; Ensure that prioritization parameters are in alignment with, and balances, the overall Group Digital, MCSA and MAH business strategic objectives.
• Drive customer centric solution delivery.
• Collaborate and align with Marketing and Communications teams on marketing of new features prior to deployment (go to market strategies).

Stakeholder Management

• Regularly engage with senior stakeholders to provide updates on digital project progress, challenges, and opportunities.
• Manage expectations around project timelines, resource constraints, and delivery challenges.
• Act as the primary point of contact for all digital delivery-related matters, ensuring clear and transparent communication across all levels of the organization.
• Track and report on the performance of digital projects, using metrics and KPIs to measure success.
• Analyze project outcomes and provide insights to improve future digital delivery efforts.
• Prepare and present project performance reports to senior leadership, ensuring data-driven decision-making.

Benchmarking & Governance

• Proactively identify and manage risks across digital projects, ensuring appropriate mitigation strategies are in place.
• Resolve project issues as they arise, ensuring minimal disruption to timelines and objectives.
• Maintain a clear escalation path for high-risk or high-impact issues, ensuring they are addressed promptly.
• Continuously review and optimize digital delivery processes to improve efficiency, reduce bottlenecks, and enhance agility.
• Implement best practices in digital project management, ensuring the team adheres to agile methodologies and other modern project management frameworks.
• Drive the adoption of tools and technologies that enhance digital delivery and streamline workflows.

People Leadership

• Oversee the activities of the team to ensure effective delivery of business outcomes
• Develop a high performing team by embedding formal performance management process using performance management systems and informal coaching
• Encourage frequent knowledge sharing between team members
• Determine and analyse development needs for the team and ensure that identified training requirements are budgeted for and executed
• Interview and recruit new members of the team, including determining appropriate compensation levels with input from Human Resources
• Create effective workforce and recruitment demand plans to ensure that current and future business requirements can be met.
• Build a strong succession pipeline to ensure business continuity

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field

Experience

• Minimum 8-10+ years of experience in digital delivery, project management, or related roles.
• Proven experience in managing large-scale digital projects across multiple platforms

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Key Performance Objectives

Tasks

Process Improvement & Operational Support 

• Analyze existing Internet operational processes to identify gaps, inefficiencies or bottlenecks.
• Develop and implement process improvements to enhance productivity and reduce costs.
• Collaborate with cross-functional teams to ensure smooth integration of new processes.
• Monitor the impact of process changes and adjust as necessary.
• Provide guidance and support for Customer Operations and well as other support teams within the organization.
• Assist in resolving complex operational issues that arise in day-to-day activities.
• Act as a liaison between operations and other departments to facilitate effective communication and collaboration.
• Support the implementation of new technologies or systems that enhance operational capabilities.

Eliminating & Preventing Disruptions

• Perform trend analysis to identify systemic issues experienced by customers.
• Work with EBS, Finance, BT etc. to identify root causes of items escalated to product support.
• Develop proposals for fixing items escalated. 
• Analyze escalations to Product support team to predict larger potential problems.
• Work with EBS, Finance, BT etc. to prevent larger scale problems from occurring.

Performance Monitoring and Reporting

• Develop and monitor key performance indicators (KPIs) to measure operational efficiency and effectiveness.
• Prepare regular reports on operational performance, highlighting areas of success and those needing improvement.
• Use data analytics to identify trends, patterns, and insights that can drive strategic decision-making.
• Present findings and recommendations to senior management in a clear and actionable manner.

Quality Assurance/ Training and Compliance

• Ensure that internet operations comply with relevant regulations, standards, and company policies.
• Implement and maintain quality assurance processes to guarantee high standards of service delivery.
• Conduct regular audits to verify compliance and identify areas for improvement.
• Work with the training team to develop training programs to ensure that staff are equipped to support customers on internet related items.

Qualifications

• A bachelor’s degree in any service related qualification
• A Post Graduate qualification will be advantageous

Experience 

• A minimum of 5 - 8 years’ work experience, in a technology; telecommunications-related environment
• Familiarity with various internet service providers, technologies, and equipment.
• Experience diagnosing and resolving complex technical issues.
• Strong understanding of internet protocols (TCP/IP, HTTP, DNS) and networking concepts.
• Ability to manage technical projects and coordinate with cross-functional teams

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Key Performance Objectives

Tasks

Product Management

• Set out and keep up to date the Vision for Connectivity Products
• Create and manage the Product Roadmap in close collaboration with Chief Strategy Officer and Exec Head of Product
• Work with strategy, research, CX design, and other teams to identify key customer needs and business objectives
• Work with GTM teams (CVM, marketing, sales, Customer Care etc.) to ensure effective promotion and sales to deliver agreed business targets
• Approve offers and campaigns set out by GTM targets
• Coordinate with finance and strategy to ensure profitability of products is managed effectively

Product Development and enhancement

• Monitor customer response to our product with research and insight teams, as well as through operational touchpoints (call centers, stores etc.)
• Make recommendations for improvement and enhancement, together with business case for investment and payback
• Work with Technology teams to manage and ensure roadmap delivery
• Leverage PMO and BA resource to manage to plan

Stakeholder Management  

• Establish position in the Group as the go-to Product subject matter expert with respect to Connectivity Products
• Attend and collaborate in cross-functional meetings and governance to ensure business priorities for Connectivity Products are met - working alongside EHOD Product
• Work with senior executives and decision makers to agree priorities, including group technology, PMO, external stakeholders, partners and vendors, customer experience and operations team.

People Management  

• Currently no direct reports – but will be kept under review 
• The Role manages delivery of product objectives within the Customer Group of MCG (vs having a separate delivery team)  - leveraging wider team members
• Strong EQ and influencing skills are essential to ensure delivery across the organization

Qualification

• Post graduate degree in Business Science, Computer Science or Engineering, Information Design, or a related discipline.

Experience

• 8-10 years’ experience in product management, growth marketing, or a similar function
• Deep understanding of and experience of working in the telecommunications sector (mobile/data ideally)
• A deep understanding of customers and the ability to meet their needs through technology solutions are essential
• Effective problem solving and analytical skills with the ability to work with data, metrics and experimentation
• Experience working cross functionally to deliver positive business outcomes
• Experience in managing C-Level expectations, and ability to comprehensively present roadmaps and status updates to this group