• Job Vacancies at Vodafone - 5 Positions

  • Posted on: 22 December, 2017 Deadline: Not Specified
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  • Vodafone Global Enterprise is part of the Vodafone Group, dedicated to simplifying the management of global communications for the world's largest multi-national companies.
    Specialists in enterprise mobility, Vodafone Global Enterprise focuses on implementing mobility strategies and solutions tailored to the needs of global corporations - enabling them to focus on their core business
    With over a billion people spread across over 50 countries, Africa is developing at an unprecedented rate, The GDP of the continent is expected to hit $2.6 trillion by the year 2020. This expansion is matched by the growth in mobile subscribers. These have increased by some 20% each year over the past six years, with over 75% penetration and more than a billion subscribers expected by the end of 2016.
    Many global businesses are now firmly established across the continent and are taking advantage of the many opportunities for expansion. By helping businesses manage the complex business challenges that exist in Africa, we are helping to transform the way the region’s businesses participate in today’s fast-moving global economy.

    Executive Head of Division: MEA Com Ops

     

    Job description

    Requirements

    • Reporting to the Head of Commercial Operations for Southern Europe & MEA , the Executive Head of Division: MEA Commercial Operations is responsible for managing and coaching a team of up to 10 Bid and Pricing Managers, who will lead and deliver winning commercial strategies and customer proposals for Group Enterprise. This includes Vodafone’s largest customers across VGE in support of the MEA region’s €135m TCV target.
    • This role will align closely with the MEA sales teams to support their strategy, including the pre-qualification, prioritisation and negotiation of opportunities. He/she will ensure their team has a deep understanding of the customers’ business challenges to drive the creation of commercial strategies and proposals for increasingly complex and profitable deals that deliver growth to the region.
    • The Executive Head of Division: MEA Commercial Operations will execute against their objectives via a combined operating model comprising their team and a central function delivering automation and modular services.

    Accountabilities

    • Bringing thought leadership, innovative deal structuring and commercial expertise to all bids managed by the team which mitigates risk and contributes to the growth of the region
    • Strong stakeholder relationships within GEO and across all functions involved in the bid process,
    • Manage and coach the team to develop individuals who have both strong bid and commercial expertise,
    • Attend Customer meetings and manage relationshipsto drive successful proposals and contract negotiations;

    Technical / Professional Qualifications

    • Proven Commercial acumen achieved through experience working on complex sales pursuits in either a commercial, sales or bid related role
    • Over 10 years of experience working for global corporates/organisations
    • Over 10 years of experience in Commercial, Sales or Operations, leading teams in the delivery of complex, global projects
    • Data driven with strong analytical and insight focus
    • Understand the competitive landscape of our markets, and of our customer base, and act as a credible advisor to CxO level
    • Understand the complexity of Vodafone and how it impacts our customer proposals

    Senior Specialist: Software Engineer

     

    Job description

    Role Summary

    The role of the Senior Specialist: Software Engineer is directly responsible for ensuring scalable digital platforms within the company and will be actively involved in crafting and delivering software architectures that are fit for purpose into the future.The role will have in depth knowledge of mobile software architectures and frameworks as well as web platform technology.The role will be directly responsible for compliance to these architectures through manual and automated controls and will take a very deep and active role in managing performance and stability of assets, agile delivery frameworks deployed and development methodologies

    Your Responsibilities Will Include

    • High-level technical strategy and architecture for web and mobile
    • Implementation options for all assigned application initiatives in the organization
    • Web and mobile governance processes and structures
    • Integrity, stability, performance and scalability of the web an mobile environments
    • Work collaboratively with consulting partners and IT teams to ensure high quality of software delivery
    • Engage with technology partners, cross-functional IT groups and the Business to maximize effectiveness and efficiency of development in support activities
    • Work closely with the Business and IT teams to understand business strategy and contribute to achievement of business goals
    • Provide oversight to investigation, analysis and management of technology risks, issues, and dependencies in all programs/projects
    • Provide oversight and standards for technical documentation of applications.
    • Conduct periodic reviews with partners on SLA's, performance metrics and issues, escalations, change requests and improvement plans.
    • Automate controls and metrics to ensure that the defined architecture is adhered to
    • Collaborate with partners to overcome issues impacting service delivery and execute operational improvement initiatives.
    • Encourage best practice and knowledge sharing with partners and cross-functional groups
    • Manage the overall technical design and delivery of solutions
    • Participate in detailed level technical solution definition and design during the implementation phase with the goal of providing reliable, stable and operationally sound applications that meet the Business requirements
    • Conduct POCs and pilots and actively scan the asset base to ensure that
    • Scalable cross platform software design documentation and delivery of solutions
    • Framework design and software design
    • Governance of the entire software delivery lifecycle and ensuring that all solutions are designed for performance, stability and customer experience
    • Engage with Vodafone performance team for ensuring that set targets are managed and met
    • Very deep technical knowledge of Java and web and mobile based (IOS and Android) development technologies and suites required
    • Knowledge of emerging technologies/industry trends along with the ability to leverage them in application development and support initiatives
    • Capable of articulating the business value of IT investments/projects and collaborating with partners and cross-functional groups during implementation
    • Adeptness to engage as a consultative face of IT to the Business and enable technology to address business challenges and improve operational efficiency
    • Skill to integrate new technologies with existing business initiatives and understanding the business processes and customer needs
    • Good understanding of governance framework (roles and responsibilities, escalation and communication process, handoffs and control points)
    • Ability to make recommendations as they pertain to improvements in support/development initiatives and facilitate implementation with partners, IT and cross-functional groups within the Business
    • Ability to work with multi-national teams, understand and respect cultural diversity and develop messages that help achieve objectives with diverse audiences

    The Ideal Candidate For This Role Will Have

    • Bachelor’s degree in a technical field – essential
    • 10+ years of Strong technical knowledge of Java and web and mobile based (IOS and Android) development technologies and suites required and associated frameworks

    Portfolio Manager: User Experience Design

     

    Job description

    The role of the Portfolio Manager: User-Experience Design is:

    • To design customer facing solutions for all demand into Online: CBU and EBU product launches, Brand and Marketing campaigns, and creation and maintenance of User Interface Standards according to which our Digital Channels need to be built, along with “business as usual” updates to existing content and features across the various Digital Channels.
    • To define, deliver, monitor and own the Digital Customer Experience across all Digital Channels (Website, Apps and Omni-Channel)
    • To be responsible for driving on-going increases in customer satisfaction, usage, cost saving and revenue from Digital Sales and Upgrades products and services.
    • To be fully responsible for the digital TNPS KPI which measures our customer experience levels and sentiment, which impacts directly on achievement of commercial targets.
    • To deliver on the Digital KPIs of digital revenue, which has a target of hundreds of millions of Rands in revenue, new contracts and upgrades performed via digital channels and the execution plan to drive customers into using digital channels for these purchases in order to obtain significant cost savings.

    Your Responsibilities Will Include

    • Customer Experience
    • Bring customer experience into every decision
    • Listen and ask questions to understand our customers’ needs
    • Customer centric design leadership on projects and strategies
    • User Experience Strategy and execution
    • Create overall User Experience strategy and obtain organisational buy-in
    • Drive delivery of projects to achieve User Experience business objectives.
    • Performance Tracking & Improvement
    • Continuous monitoring of performance across Website, Apps and Omni Channel
    • Run initiatives to improve customer satisfaction, usage, cost saving and revenue
    • Turn insights into actions to improve customer experience
    • Subject Matter Expert, Organisational Leadership and communication.
    • Vodacom champion for customer-centric design
    • Obtain buy-in across the organisation
    • Remove operational and execution barriers

    The Ideal Candidate For This Role Will Have

    • Minimum of a Bachelor’s Degree in business or information systems areas (essential)
    • MBA (preferable)
    • 8 years’ relevant experience in the User Experience Design (essential), inclusive of:
    • Experience within telecommunications (preferable)
    • Product Development skills (essential)
    • 2 years’ leadership/ managerial/ supervisory experience (essential)

    In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding of:

    • Problem solving
    • Self-motivation
    • Communication and negotiation skills

    Managing Executive: Customer Care Operations

     

    Job description

    ROLE PURPOSE

    • This senior role will report directly to the Customer Operations Chief Officer and will be responsible for the strategic planning and execution of all Call Centre operations. Core responsibilities and accountabilities of this role includes management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis on customer care will relate to:
    • Management of performance metrics including call efficiency, low abandonment rate, high conversion rates, staffing utilization, acceptable turnover, and financial performance.
    • Development of proactive initiatives (e.g. cross and upselling),
    • management ofcost by employingmicro-organizational design activities such as in house and or in outsourcing of activities
    • A key function of this role will be to maintain the highest level of customer satisfaction through adherence to defined quality standards, responding to customer feedback, and promoting controlled growth while identifying cost saving measures.
    • This individual will also be responsible for the execution of a customer service experience in the contact centre channel as defined by Customer Experience Design and Delivery in support of Vodacom’s segment-led commercial model

    KEY ACCOUNTABILITIES AND DECISION OWNERSHIP

    • Determine and drive the Consumer Care Strategy
    • Develop a compelling and inspiring customer care vision which reinforces the Vodacom brand promise and achieves differentiation from competitors
    • Ensure that strategies developed are innovative; forward thinking; Customer obsessed; commerciallyviable and people focused
    • Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives

    Measure, report on and communicate relevant KPIs

    • Communicate progress and results against KPI’s
    • Present regular and or monthly progress reports and project reports where required to facilitate data sharing across the various Business where interdependencies exist
    • Act as a change agent and thought leader by capturing and sharing contact centre best practices across the organization, as well as with our Outsourced business partners

    Deploy a people plan as developed at COPS level

    • Transform the Enterprise Care organisation into a high performance team
    • Deploy a leadership programme
    • Deploy and refresh a staff engagement programme
    • Develop a compelling and inspiring Enterprise Care vision which reinforces the Vodacom brand promise and achieves differentiation from competitors
    • Foster behaviours around innovation, customer and people
    • Develop and align workforce strategies to address key business plans and facilitate organizational change initiatives

    Essential Technical / Professional Qualifications

    • A degree in commerce or a related field is essential whilst a postgraduate qualification such as an MBA will be highly desirable
    • 10 to 15 years’ experience in the telecommunications or technology related environments e.g.(ICT, commercial or banking) with demonstrated experience in a large scale customer operations
    • analytics and reporting
    • portfolio management
    • ability to increase NPS results and reduce administrative expense
    • ability to build global relationships and drive best in class process innovation. General management skills, particularly finance, marketing and HR.

    Senior Training Officer

     

    Job description

    Role Purpose (to be completed by Line Management/HR BP)

    The Senior Training Officer will have highly developed communication and time management skills, along with the ability to deliver training material in an effective and engaging manner. This role will report into a Supervisor: Training Delivery and will be part of a greater Training team. The incumbent in this role will:
    Facilitate and coordinate training as per the business requirements as well as support and track the various training interventions.
    Deliver these interventions to ensure improved competence, knowledge and skills of all frontline staff

    Essence of Role 

    • Key Accountabilities (to be completed by Line Management/HR BP)
    • Conduct training needs analysis Assess learning needs and identify training methods and appropriate mediums of delivery. 2. Planning Training Ensure that training is appropriate to accommodate all learning styles. To facilitate learning interventions that drive performance Provide input into lesson plans provided by content team. Ensure all hand outs are of a high standard to support training. Plan the training room size and layout ensuring all material are prepared.
    • Facilitate Training Use testing questions during the training to ensure group interaction Ensure that learners are clear about the results after attending the training Create interest in the need to learn Ensure that all learning styles are accommodated whilst maintaining the correct level and pace of facilitation Where visual aids are utilised, ensure that these are of high quality and used appropriately
    • Assess Learning Compile a report on the effectiveness of the training Make recommendations for improvement to the specific training course facilitated – feedback this to the content development team Recommend overall areas for improvement and liaise with direct line manager to address the next steps for improvement
    • Administration Ensure that all administration and reporting is up to date Maintain learner results in Learning Management System Person specification – Behaviour to be completed by HR Services Technical / Professional Expertise (to be completed by Line Management/HR BP) Extreme Importance
    • Persuading and Influencing
    • Relating and Networking
    • Presenting and Communicating Information
    • Applying Expertise and Technology
    • Delivering Results and Meeting Customer Expectations
    • Following Instructions and Procedures
    • Adapting and Responding to Change
    • Learning and Researching High Importance
    • Achieving Personal Work Goals and Objectives - exclude
    • Adhering to Principles and Values
    • Working with People (Include at interview)
    • Deciding and Initiating Action Moderate Importance
    • Creating and Innovating
    • Planning and Organising (Include at interview)
    • Coping with Pressures and Setbacks
    • Writing and Reporting Baseline Importance
    • Leading and Supervising
    • Entrepreneurial and Commercial Thinking
    • Analysing
    • Formulating Strategies and Concepts Job Knowledge:
    • MS Office proficiency is essential
    • Training Design knowledge is desirable
    • Project Management proficiency is desirable
    • Knowledge of telecoms industry is desirable Job Related Skills:
    • Training skills is essential
    • Facilitation of learning is essential
    • Sound interpersonal relations and team player
    • Learning guidance and support is essential
    • Presentation skills is essential
    • Customer relations skills is essential
    • Project Management skills is desirable
    • Time Management skills is essential
    • Communication skills is essential
    • Sound organising skills
    • Must be customer / client orientated
    • Must be results and performance driven
    • Must have good administrative skills and be detail conscious
    • 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.

    No

    Education & Experience:

    • Matric / Grade 12
    • EDTP or equivalent qualification is essential (Assessor, Moderator, Facilitator - modules essential)
    • Minimum 2 years’ experience in a Training facilitation or Training delivery environment essential
    • Experience across multiple channels within Retail / Call Centre is preferred
    • Customer Relations experience is desirable
    • Project Management experience is desirable

    OR

    • Matric essential
    • Relevant courses or modules completed e.g Moderator; Assessor
    • Minimum of 3 years’ experience in a Training facilitation or Training delivery environment essential
    • Experience across multiple channels within Retail / Call Centre is preferred
    • Customer Relations experience is desirable
    • Project Management experience is desirable Additional requirements
    • Drivers licence and own reliable transport is essential
    • Travelling will be required
    • Must be willing to work flexible working hours

    Method of Application

    Use the link(s) / email(s) below to apply on company website.

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