ROLE PURPOSE
To oversee end to end Customer Care Operations of key Customer touch points such as the Call Centre, IVR, Digital and Self-Care channels. This will also include Back Office support and Reporting and analysis for delivery of superior experience for internal and external stakeholders.
This role will be responsible to manage the vendor to deliver superior customer experience within the approved budget and the agreed contract.
The role will oversee a transformation of Customer Services into a differentiated and superior experience to all customers by efficiently managing and controlling resources.
ESSENCE OF ROLE – KEY ACCOUNTABILITIES
Lead and execute the Customer Care Operations Strategy leveraging and encompassing the wider Customer Service Strategy of the organisation. Ensure all strategic initiatives and plans are rolled out to relevant touch points and support the defined customer segments.
Manage the business partner relationship to ensure performance delivery and resource management at all times. Ensure deliverables are within approved budget and contract
Work with Channel and Product Owners to ensure appropriate action plans are in place to bring the Customer Service Strategy to life by driving performance improvement and alignment to best practices. Provide consolidated reporting to management regularly on progress to plan
Drive need to contact efficiencies through call reduction initiatives, promotion of alternative channels and self-care and root cause analysis with a focus on digital initiatives.
Manage deployment of resources in order to best achieve KPIs, balancing efficiency, increasing complexity of products & services, and customer needs.
Implement VTL policies for Safety and Healthy and monitor practices in relation to staff wellbeing for internal and outsourced staff.
Leadership and teamwork
Manages a team of three managers and 14 indirect reports. Sets goals and targets regarding all Customer Services Operations in line with Company vision, goals and objectives.
Responsible for Performance management process, Recruitments, coaches and appraises in the team.
Innovation and change
Supervises direct subordinates in the context of Speed, Simplicity and Trust, in a way that gives freedom to them delivering their goals, learn more and bring new ideas in the team and the business.
Demonstrates excellent written and verbal communications skills
Demonstrates ability to structure complex problems clearly and syntheses data to key conclusions for management decision making
Demonstrates strong influencing skills and personal impact with people from all levels and parts of the business
Demonstrates strong negotiations skills
Qualification, Competences & Experience
Degree in Business Administration
Master’s degree in Information Management/Technology/MBA or equivalent
3+ years of customer service operations management, business partner and vendor management.
Sales/marketing/commercial/strategy experience
Detailed knowledge of customer services operations in telecoms and related industries, as well as general strategy issues and problem solving approaches
Strong knowledge and experience of Vodafone operating model or equivalent similar global corporate operation
Ability to operate successfully in dynamic, uncertain and challenging environments, and to manage effectively in a matrix organization
Creativity in problem solving, with a positive ‘can do’ approach
Excellent written and verbal communications skills; Strong personal impact and influencing skills
Strong management skills
Partner Management – delivery of results through partners
Commercially astute – solid understanding of market, competitor, & customer
Process-Oriented – solid understanding of key cross-functional processes touching customer care; able to play an efficient role; able to spot optimization opportunities
Strong Analytical skills – able to assess reports, identify issues, root cause, and recommend solutions
Financial Management – manage budgets, drive down costs wherever possible
Inspirational Leadership – develop and maintain great working environment throughout all levels of team
Presentation skills – superior, both written and oral
Job Type : Full-time
Employment Type : Permanent
Closing Date 25-Oct-17, 8:59:00 PM
TO APPLY CLICK HERE
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Job Description
Analyst: M-PESA Finance - FIN810
1. CORE JOB DESCRIPTION
M-Pesa is unique in the fact that it is a financial services product and as such requires dedicated staff members who are skilled within their specific areas of expertise to ensure successful and sustainable deployment.
The main role of the Accountant is to ensure proper and accurate reconciliation of M-PESA bank account and M-PESA system on daily basis. Other roles will be float allocation to agents, pay-out of agents’ floats and commission, and Business withdraws. The accountant will work under Senior accountant and they will both ensure maker-checker role is adhered to in all M-PESA transactions.
KEY ACCOUNTABILITIES
1. Technical
Processing internal business and Businesses withdraws.
Ensure cash in bank is equal to e-money at all times.
Knowledge of Mobile money and SAP system.
Ability to monitor and review of all transactions of internal accounts allocated and report immediately any suspicious transaction/activity.
Prefunding and reconcile all Vodacom disbursement wallet.
2 Internal Control
Ensure adherence to financial policies and procedures and International Accounting Standards.
Responding and resolving all M-PESA queries relates to Finance.
Work with RA team on regular basis for improvement of M-PESA controls in M-PESA system.
3 Financial Reporting
Prepare month end journals for both Vodacom PLC and M-PESA.
Prepare BS recon on Assure Net and ensure we meet the deadline with 100% accuracy.
Ensure correctness and accuracy of information contained in the accounts during month end activities.
Confirmation of M-PESA balances to businesses as requested.
Performing other duties as assigned by line manager.
4 Human Resource Management
Administration of leave, overtime and Other Expenditure Claims for M-PESA Finance department.
5 Self-development
QUALIFICATIONS AND TRAINING
Bachelor Degree or an Advanced Diploma in Finance, Accounting or Business Administration from a recognised Institute.
WORKING EXPERIENCE
Detailed working experience on Bank Reconciliations essential.
Working experience of at least 2 year with a reputable Company (s).
Cellular or telecom industry experience will be advantageous.
Job Type : Full-time
Employment Type : Permanent
Closing Date26-Oct-17, 8:59:00 PM
TO APPLY CLICK HERE