Cellular & Corp Onboarding Support

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• This managerial role is responsible for overseeing and leading the operational functions of the Staff Cellular Support and Vodacom Business, Corporate Onboarding Management teams.
• The manager will ensure effective delivery of support to employees and partners for staff cellular benefits, including onboarding, in-life support, and offboarding. Additionally, the role includes managing the onboarding process for Vodacom Business and Large Corporate customers, covering account creation, administration, provisioning, order fulfilment, and the initial support phase for new clients.
• The position involves optimising processes, supporting project progress, and enhancing service delivery for both internal and external stakeholders.

• Partner with HR Benefits on initiatives in development, design and delivery of new and existing staff cellular
• Own and enhance support experience for staff as customer
• Establish and ensure optimal OLAs and SLAs with in value streams to ensure the highest service standards
• Liaising with Vodacom Subsidiaries on benefit alignment
• Financial reporting into Fin Ops (Staff Cellular)

• Ensure team delivery of project related deliverable as per project charter in terms of scope, quality, and within timelines

• Manage, lead and provide direction consultants and Specialist activities; ensuring planning, and managing their functions and daily activities
• Ensure optimal workforce planning, ensuring that adequate resources are in place to deliver on the mandate of the team and expectations of our stakeholders
• Establish, communicate and maintain clear KPIs in line with the department’s goals and the Business Unit’s strategy.
• To establish and drive a culture of service excellence within team in line with Vodacom Service Standards
• Ensure quality standards are in place, adhered to and monitored timeously.
• Provide consistent performance feedback to staff and manage all performance related interventions.
• Drive operation Rigour by ensure KPIs are achieved, and teams are held accountable for delivering on what is expected.
• Ensure optimal utilisation of tools and technologies to execute of business as usual
• Drive a culture of growth (continuous learning) and accountability to ensure that team are self sufficient, take ownership of their function, careers, and are able to priorities cases accordingly.
• Establish and maintain criteria for team’s rewards based on service standards and ensure transparency of monthly nominations.
• Succession planning: ensure business continuity in line with Vodacom’s succession planning practices.

• Establish and review ways of work with internal and external business partners.
• Establish and lead cadences for governance to ensure an optimal execution of duties across the value chain and feed into process improvement.
• Represent team in various forums related to functional deliverables and workflows.
• Collaborate with various departments, including HR Benefits, Fin Ops, Billing, Technology, product, VB Sales, and Customer Care, to ensure comprehensive resolutions that meet customer needs.
• Provide support to team members with personally addressing challenging customer or stakeholders

• Ensure all operational processes are documented, published and cascaded to all stakeholders
• Ensure clear and measurable SLAs/OLAs established, revised an signed off by all stakeholders
• Ensure implementations and maintenance of templates, scripts and messaging related to service delivery
• Analyse query and complaint trends to identify opportunities to improve customer experience and efficiencies
• Drive relentless Fixing root cause / underlying reasons for failures.
• Drive execution and hold lines of business accountable to implementation of fixes and improvement initiatives.
• Ensure a deep understanding of environment, and the Vodacom ecosystem to identify and implement…