Education / Business Degree
- Bachelor’s degree in Engineering/IT
- Post-graduate degree an advantage (preferred)
- Work Experience
- 7 – 11 years of relevant work experience in a global / multinational business environment (understanding of emerging markets advantageous)
- 3 – 5 years of experience in a supervisory / managerial role
- Experience in leading change / transformation (marketing) at an operational level advantageous
- Experience in continuous improvement through the implementation of best practices
- Experience in consumer support
- Attitude of Innovation, inventiveness & thought leadership
- MS Office (Word, Excel, and Outlook)
- Understanding of marketing processes in telecom industry
- Worked across diverse cultures and geographies
Competencies
- Knowledge
- Change management
- Complex structures
- Consumer support
- Decision making processes
- Empowering others
- ERP (Oracle preferred)
- Information processing
- Media
- Project management
- Relationship management
- Risk management
- Sponsorship
- Stakeholder management
- Telecommunications industry
Key Job Responsibilities
- Strategy Development and Implementation
- Lead creation of sub-divisional strategy in line with overarching divisional goals with emphasis on client experience (internal and external)
- Ensure effective implementation of sub-divisional strategy by means of providing direction, structure, business plans and support
Governance
- Adhoc, operational and tactical meeting
- Set up / participate in adhoc and operational meetings
- Participate and provide input into tactical meetings
- Report at process and functional level
Escalations
- Manage and resolve escalations that have impact on critical path of service delivery
- Escalate issues that will result in significant time, scope, employee/customer or cost impacts if not resolved
- Manage and provide solutions to issues that require formal resolution
- Consumer Business Operational
- Set up and manage project status meetings
- Review and identify key risks, issues, and dependencies and set mitigation actions
- Manage budgets
- Sign off / make decisions regarding operational changes
- Consumer Business Tactical
- Provide input into the review of all projects initiated
- Review key risks, issues, and dependencies and set mitigation action
- Manage budget
- Performance
- Review performance against agreed KPIs and compliance to SLAs
- Create and monitor plan for continuous improvement
- Review performance of teams
- Reporting
- Report on a monthly basis to management relating to progress made within the sub-division and in accordance with the measurement metrics set by the organisation
Report on an ad hoc basis on specific projects as and when necessary
Budgets - Manage sub-divisional budgets in line with business objectives
Manage project or initiative budgets in line with business objectives
Operational Delivery
Customer Systems Support
- Provide input into the development of a demand method methodology (geo marketing) as a way to align the network roll out Opco requirements and customer requirements (data capacity and quality)
- Implement the demand method methodology (geo marketing), align the network roll out Opco requirements and customer requirements (data capacity and quality)
- Support the sales & distribution function in relation to new sales channels, sales tracking and monitoring tools
- Drive the creation of advanced reporting and analytics tools (Big Data)
- Ensure the development of required technical capabilities, GTM support, value proposition design and development of innovation hubs
- Develop and maintain effective processes to ensure seamless interface with other Consumer units
- Manage supplier / vendor agreements to ensure business support and contribution
Ensure standardisation of commercial technology toolkits and templates
Collaboration / Coordination
- Ensure team’s collaborate with Quality Assurance and Internal Audit teams to perform periodic quality and process audits;
- Collaborate with other functional heads to enhance key elements of the consumer business model;
- Collaborate with Group Management Services/Group Technology and Opco leaders to add and / or modify suite of services/support provided and develop standard templates and reports;
- Manage enterprise wide projects and initiatives.