Senior Manager: Non-Voice Channels - MTN

Job Description

The Senior Manager: Non-Voice Channels operates within the Customer experience Non-Voice Channels Centre of Customer Operations and is responsible for managing operations across Social Media, Online Channels, and Email functions.

To provide strategic and operational leadership to MTN Non-Voice Channels Centre with the aim to create a customer centric organisation, thereby enhancing the customer experience through exceptional standards of quality, customer service and specialised support.

To coordinate and manage the effective and efficient implementation of the strategy, ensuring the provision of appropriate systems, platforms, network availability in response to fluctuating customer needs and varying levels of demand.

Responsibilities

Strategic Input

• Define, challenge and implement medium-long-term integrated strategy for the Non-Voice Channels Centre function, ensuring alignment of all activities with the overall sales and service strategies of Customer Operations.
• Provide input into the overall business plan of customer experience and service operations 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.
• Defend strategic control points on competing services.
• Provide strategic insights into improving customer experiences and journeys
• Lead the team in the following functions with the aim to maintain high standards of service excellence, thereby increasing profitability and promoting corporate image.

Social Media

• To ensure that all service requests are attended to, as received via Social Media (tweets, posts, pins, videos, forums), as stipulated in SLA’s. Monitor and respond to online service complaint platforms e.g. Hello Peter, Twitter, Facebook etc.
• Online and Mobile Channel Support: Ensure availability of Social Media Dashboard, reflecting data trends and analytics for decision-making.
• User-support available at Online Portal and Website; as well as Mobile Applications.
• Email Support: Respond to all service requests received via email as stipulated in SLA’s.

Operational Planning

• Align operational targets for Social Media, Online Channels, Email and Complaints functions, to business strategy of the Customer Operations Unit.
• Manage external telecommunications accounts by building, managing and maintaining strong account relationships (through effective verbal and written communication).
• Continuously review systems, processes and procedures used.
• Consider the impact of solutions on other areas of the business, as well as the interdependency of units.
• Drive best practice, continuous improvement and innovation at process and procedure level.
• Initiate and maintain service improvement plans (SIP’s) in line with call centre performance.
• Construct, implement and fine-tune methods, processes and systems to enhance effectiveness and meet organisational goals.
• Proactively identify potential areas of risk and put contingency plans in place

Operational Implementation

• Analyse, interpret and report on performance related to the management of Social Media, Online Channels, and Email functions.
• Collaborate with internal resources to ensure execution and delivery of SLA requirements and objectives, communicate and ensure implementation of strategies and plans.
• Schedule and attend monthly review sessions with outsourced partners and report on issues that require Executive involvement.
• Assist with high severity issues or escalate issues where required.
• Facilitate communications, and act as custodian of contracts and agreements between MTN and Outsourced Partners.
• Liaise with supporting departments and functions on issues raised.
• Ensure that the billing process flow smoothly.

Budget Management

• Define and motivate an operational budget for the Non-Voice Channels Centre.
• Forecast, plan, develop and review the operating budgets for Non-Voice Channels Centre, ensuring that it provides MTN with return on investment, and seek approval thereof.
• Base annual budgets on the identification of trends and patterns within the current operations and extrapolate these over future planning cycles, taking any known changes in new products or services into consideration.
• Manage, report and optimise the budget, ensuring all expenditure is in line with the agreed budgets.
• Identify areas where money is lost, seek opportunities to reduce expenditure and generate additional revenue.
• Determine initiatives to optimize resources and ensure cost effectiveness by maximising cost/benefit ratios within the scope of unit operations.
• Compile the necessary financial reports for the Digital Command Centre.

Reporting

• Act as main conduit to the GM Customer Service Operations, reporting on performance of the Non-Voice Channels Centre operations.
• Collate review information and reports against Outsourced Partner plans, and report variances.
• Oversee the submission of weekly, monthly, quarterly and annual reports regarding customer metrics and its defined deliverables, including Escalations and turnaround times, integration with other departments, exceptions and SLA requirements.
• Ensure operational and reporting deliverables defined for the Non-Voice Channels Centre are met at all times, or escalated to senior management if necessary.
• Prepare BI/Reporting on operational performance, and provide insights into customer experience trends.
• Report to business and stakeholders on area performance, including the customer-related system efficiencies, the measurement thereof and the impact of poor service on customer loyalty and churn.
• Report periodically on activities, budget compliance, expenses and other aspects of the business as appropriate.
• Provide continuous feedback to applicable stakeholders, to diminish risk exposure to the Organization.

Business Analysis

• Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines.
• Identity 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 influencing processes and systems.
• Analyse Partner Relationships Management workflow and make appropriate recommendations that will positively influence 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.
• Review business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity.
• Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Project Management

• Develop and drive the execution of agreed projects.
• Drive the implementation, tracking, monitoring and compliance of Projects.
• Co-ordinate project reporting.
• Risk management (budget, scope, exposure, audits, resources, document control systems etc).

People & Culture Management

• Lead and manage direct reports, working with them to support and improve the customer experience
• Attract, develop and retain appropriate talent
• Create and implement personal development plans
• Contribute to building a culture of continuous evaluation and improvement. Drive a culture of high performance, accountability and consequence management
• Improve the Employee Engagement Index through valuable contributions of the GCA
• Act as an ambassador for the CX team by living the Brand values and vital behaviours
• Make the environment the best place to work
• Manage Employment Equity and diversity
• Coach and guide subordinates
• Build professionalism, loyalty and commitment to the organization
• Communicate actively and effectively resolving any potential conflicts that may arise
• Display insight into leadership style and how it impacts on performance positively and negatively

Qualifications

Education:

• Degree (Information Technology, Information Management, Marketing Management, Business Management)

Experience:

• At least 5 years of experience in Product / Information Management in a Contact or Call centre within the telecommunications environment, in a managerial capacity, with exposure to national and international trends and strategy, in a medium to large organisation.
• Beneficial exposure: In telecommunication systems/platforms/social media, product marketing or related.
• At least 2-3 years of leadership experience in similar positions in fast-moving industries.
• Appropriate level of competence in financial, communication, commercial and operational areas, preferably in a similar environment.