Enterprise Fulfilment Team Leader

Key accountabilities and decision ownership

• Lead and work cross functionally with Enterprise Product Team, Enterprise sales Account Managers, Technology, Roll Out, Customer experience, IT Operations, Finance, Supply Chain, Logistics, Legal and Regulatory.
• Oversee and ensure all enterprise products sold can be fulfilled, billed, managed, and supported from single system and manage service Fulfilment of B2B2C, SOHO & LARGE broadband projects.
• Own and manage fulfilment budget aligned with supply chain guidelines. Cross functionally review the spend and identify cost saving opportunities.
• Work closely with Digital team to build self-care capability for Enterprise fixed customers. Own field service experience of installation team visiting customer premises in terms of customer handling skills, Vodafone way of communication.
• Drive RFP discussions together with Supply chain to optimize CAPEX and OPEX cost spent on service fulfilment and drive fulfilment KPI’s, Fulfilment TNPS review, and build continuous improvement plan. Arrange to procure and manage the materials required for the fixed fibre, enterprise and 5G project.
• Manage and ensure sub-contractors follow Health and safety compliancy of Vodafone and also ensure that the sub-contractors follow Vodafone codes and conduct, standards, and legal regulations.
• Contribute to enhance department and organization reputation by exploring opportunities to add value to job accomplishments.
• Lead cross function engagement to ensure the customer services are delivered within the SLA. Analyse customer issue and initiate improvement plans for process, and system gaps. Follow the escalation matrix when required to resolve customer issues.
• Plan and ensure monthly KPI is achieved. Prepare all the respective department related report in time effective manners.
• Measure field partners KPI as per the contractual terms and identifying training required for the teams and sub-contractors and arrange to provide the required support aligned with company process.
• Monitor enterprise billing and correct products are available in system at all times. Perform any additional project, task or activities assigned/delegated by the Line Manager.