POSITION : Senior Manager Operations – SEFS
DEPARTMENT : Sasai Econet Financial Services (SEFS)
REPORTING TO : GM – SEFS
PURPOSE:
Manage and ensure that SEFS day-to-day operations are delivered with defined quality targets and that defined performance targets are met. Ensure the smooth running of the operations unit and manage the team to support the achievement of defined goals in line with SEFS overall strategy.
Key duties/Responsibilities
- Set department objectives, key performance indicators and corresponding action plan based on company strategy
- Set the organizational structures and define the policies and procedures of the overall operations departments to ensure a high level of service and customer satisfaction
- Implement and maintain quality control measures to ensure consistent delivery of products or services
- Monitor customer satisfaction, recommend and approve follow up actions
- Direct and lead the quality assurance activities
- Evaluate customer experience and take the necessary improvement measures
- Approve call center strategy to minimize churn and deliver optimal customer services
- Direct billing operations, drive and ensure efficient collection
- Reconcile SA remittance transactions upon settlement
- Manages SEFS Call Centre
- Ensure accurate and timely reporting to management
- Report detected non conformities for corrective and preventive actions
- Keep up-to-date on new techniques & technologies related to operations
- Supervise the budget and other financial measures of Operations unit
- Work closely with other departments, such as sales, product development and finance, to ensure seamless communication and alignment of operational strategies with overall business objectives
Qualifications & Experience:
- Degree in Business Management/ administration, Post Graduate Diploma in Business Management or equivalent
- 6 – 8 years of experience in Sales, Operations or similar of which at least 3 years at manager level
Knowledge Areas & Competencies:
- Knowledge of the telecommunications industry, trends and best practices
- Knowledge in strategy development and business orientation processes
- Knowledge in operational modeling
- Knowledge of telecommunications’ products & services portfolio
- Advanced project management skills
- Ability to negotiate, interact and achieve targets
- Ability to lead, manage and develop staff and employees
- Managerial skills with ability to plan, execute and report
- Reporting and presentation skills
- Sales skills and techniques
Interested applicants should submit their applications on or before the 20th October 2023.