Senior Manager – Enterprise Client Service Commercial Operations SA needed at MTN
Job title : Senior Manager – Enterprise Client Service Commercial Operations SA
Job Location : Gauteng,
Deadline : May 23, 2024
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RESPONSIBILITIES
- Key Tasks: Indicates those KPA’s that are essential to the position itself. These are normally specific to the incumbent, the job and the function. Excludes role and leadership / management.
Strategic Input
- Define, challenge and implement medium-long-term integrated strategy for the Enterprise Client Service Unit, ensuring alignment of all activities with the overall sales and service strategies of Customer Experience.
- Provide input into the overall business plan of MTN Enterprise and MTN SA, ensuring that service delivery to customers and markets is competitive and appropriate.
- Contribute towards long-term forecasts and predictions (2-5 years).
- Provide input into reviewing organisational activities and assist in recommending corrective actions if necessary.
- Develop comprehensive product / service plans and strategies and facilitate their implementation.
- Defend strategic control points on competing services.
- Participate in Tender meetings and provide expert guidance and insights.
- Profitable Growth
- Contributes positively to Customer Experience and NPS
- Ensure MTN Business has customer service excellence plan for Enterprise and Mobile revenue growth
- Ensure All customer incidents are resolved expediently to reduce churn
- Ensuring a culture of Operational Excellence
- Ensure implementation of operational plans
- Drive and ensure accurate and timely business and performance reporting process
- Drive and ensure appropriate business predictability across all client projects, Top three Classes (Premium, Piority & Express) Top 100 base
- Drive and ensure the right client service organisation structure to enable better client experience, Top 100 base, Priority andPremium classes
- Drive and ensure the right client service processes and procedures across the business, Top 100 base, Priority andPremium classes incl regions support
- Drive and ensure the client-centric tools / systems are kept updated, accurate and accessible to clients through all relevant channels
- Drive and continuously develop and recommend client service models to align the business performance
- Drive and ensure that a process is in place for seamless handover between all divisions and client service
- Effective budget management
- Monitor and manage operational performance in terms of the balanced scorecard.
- Investigate deviation from targets and drive corrective actions through management team
Formulate appropriate business continuity plans to ensure service delivery
- Ensure that customer commercial SLA’s are adhered to overall and report on actual achievement to SLA
- Ensure that non-compliance to SLA is addressed with relevant stakeholders to ensure that service is improved and that penalties are reduced.
- Ensure the implementation of a Quality framework as well as conformance to the standards.
- Formulate and drive risk mitigation strategies for operational and/or customer risks.
- Instilling Employee Excellence
- Lead, develop and coach the Client Service team
- Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
- Lead to ensure the MTN Business Client Services environment is the best place to work
- Drive to improve employee engagement throuth the GCA
- Ensure the attraction, development and retention of Client Services talent
- Build a professional and differentiated Client Service team
- Ensure a culture of continuous evaluation and improvement
- Drive a Culture of high performance , accountability and consequence management
- Client Experience
- Develop standardized operations plan to ensure reliable delivery of services to clients
- Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans and NPS rating
- Work closely with Sales team to understand demand of service in Enterprise and Mobile
- Ensure effective and efficient service escalation processes are in place and premium service is provided to our clients
- Be a custodian for customer engagement across the business and build a reputation for meeting customer and partner contact and service strategies, internally and externally, to ensure leadership in the Telco call centre market
- Take personal accountability for retention and sustainable satisfaction of Enterprise customers
- Investigate, research and leverage technology to provide state of the art customer service.
- Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans.
- Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
- Proactively research and analyse the industry and market conditions to fully identify the client needs and demonstrate the MTN value proposition.
- Build, maintain and deepen relationships at appropriate levels in the client organization to gain critical insights that will enhance the customer experience.
- Anticipate changing customer and market requirements and align service delivery accordingly – developing and fine-tuning systems, processes and procedures to meet them
- Implement contingency plans to prevent delays and enhance the customer experience and adopt a proactive approach to prevent problems from arising in the future
Formulate appropriate business continuity plans to ensure service delivery
- Ensure that customer commercial SLA’s are adhered to overall and report on actual achievement to SLA
- Ensure that non-compliance to SLA is addressed with relevant stakeholders to ensure that service is improved and that penalties are reduced.
- Ensure the implementation of a Quality framework as well as conformance to the standards.
- Formulate and drive risk mitigation strategies for operational and/or customer risks.
- Instilling Employee Excellence
- Lead, develop and coach the Client Service team
- Act as an ambassador and role model for MTN Enterprise Business by living the brand values and vital behaviours
- Lead to ensure the MTN Business Client Services environment is the best place to work
- Drive to improve employee engagement throuth the GCA
- Ensure the attraction, development and retention of Client Services talent
- Build a professional and differentiated Client Service team
- Ensure a culture of continuous evaluation and improvement
- Drive a Culture of high performance , accountability and consequence management
- Client Experience
- Develop standardized operations plan to ensure reliable delivery of services to clients
- Conduct regular CSAT surveys to monitor client satisfaction and develop improvement plans and NPS rating
- Work closely with Sales team to understand demand of service in Enterprise and Mobile
- Ensure effective and efficient service escalation processes are in place and premium service is provided to our clients
- Be a custodian for customer engagement across the business and build a reputation for meeting customer and partner contact and service strategies, internally and externally, to ensure leadership in the Telco call centre market
- Take personal accountability for retention and sustainable satisfaction of Enterprise customers
- Investigate, research and leverage technology to provide state of the art customer service.
- Liaise with IS to ensure the optimal provision and utilisation of systems that deliver effectively on customer contact strategies and plans.
- Ensure delivery of exceptional client experience through financial integrity, accurate client reporting and billing
- Proactively research and analyse the industry and market conditions to fully identify the client needs and demonstrate the MTN value proposition.
- Build, maintain and deepen relationships at appropriate levels in the client organization to gain critical insights that will enhance the customer experience.
- Anticipate changing customer and market requirements and align service delivery accordingly – developing and fine-tuning systems, processes and procedures to meet them
- Implement contingency plans to prevent delays and enhance the customer experience and adopt a proactive approach to prevent problems from arising in the future
Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the Organization.
- Create and integrate standard reports on activities and performance across the unit’s functions.
- Compile the necessary financial reports for the Enterprise Client Service Unit.
- Participate in the tendering for new business by costing the required SLA.
- Determine initiatives to optimize resources and ensure cost effectiveness by maximising cost/benefit ratios within the scope of unit operations.
- Project Management
- Motivate, develop and manage the execution of agreed projects
- Drive the implementation, tracking, monitoring and compliance of Projects
- Contract management in line with Procurement Policies
- Co-ordinate project reporting
- Ensure effective implementation of the integrated project management model
- Risk management (budget, scope, exposure, audits, resources, document control systems etc).
- Business Analysis
- Collate, analyse and summarise data and trends (in line with the MTN SA Business Analysis methodology and guidelines) to produce high value management information that supports strategic decision-making
- Identify ways to fine tune policies, processes and systems in line with changing work practices
- Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
- Design, analyse and document the Unit’s workflow and make appropriate recommendations that will positively impact operational effectiveness
- Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
- Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
- Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
- Leverage business analytics to identify Business Improvement and Optimisation opportunities that will result in improved customer service and process performance.
- Identify and implement innovative ways to use minimum resources to achieve maximum outputs
QUALIFICATIONS
Education:
- 4-year degree, preferably IT or telecommunications engineering related
How to Apply for this Offer
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