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Executive Head: Partner Management & Service Support

Job Description

Vodacom is a Leading African Mobile communication company providing wider range of communication services including mobile voice, messaging, data and converged services to over 73.6 million customers.  From our roots in South Africa, we have grown our mobile network business to include operations in Tanzania, DRC, Mozambique and Lesotho. The mobile networks cover a total population of approximately 200 million people.  Through Vodacom Business Africa (VBA) we also offer business managed services to enterprises in over 40 countries across the continent.  Vodafone is the majority shareholder of Vodacom and has a 65% share.

We’re at our best when we lead and over the past 20 years, as the Company that pioneered mobile in South Africa, Vodacom has achieved a remarkable list of firsts.  We’re immensely proud to be a leader in our field and are 100% committed to continue trailblazing. 

We employ individuals who are as passionate about customers as we are. We are truly Customer Obsessed which means that we are passionate about exceeding customer expectations; work relentlessly to really understand the customer; look at decisions through the customer’s eyes and take personal accountability for the customer experience.

We have the below vacancy available in our Organisation:

The F Band EHOD: Partner Management & Service Support role based in Commercial Operations, Enterprise Care Business Unit.
The role of the EHOD: Partner Management & Service Support is to drive the Operational and Commercial relationship with the Enterprise Outsourced Business Partners, & Post Sales Administration Operations with a focus to deliver on Enterprise Care sales and service objectives. Ensure efficient segmentation of the estate to achieve best service outputs and drive cost efficient utilization of resources.
Your Responsibilities will include:
  • Enterprise customer service experience:
    • Drive the implementation of an Enterprise customer service experience as defined by the Customer Experience Design & Delivery in support of EBU’s commercial model
    • Deliver on NPS and tNPS in line with the overall commercial strategy

  • Outsourced Business Partners
    • Ownership and drive of the COPs EBU  Business Partner strategy, its execution and progress
    • Drive performance to ensure optimal use of all resources in line with key performance targets
    • Lead vendor negotiations and conclude commercial operating contracts with business partners
    • Drive Business Partner performance improvement and alignment with best practice
    • Formulate tactical plans to combat churn rate and improve saves % 
    • Working in close coordination with the other with the EBU teams.
    • Stay abreast & drive implementation of new technology/frameworks through networking with other Contact Centre professionals
    • Partner with the COPs Business Partner Management Executive to manage the overall COPs Business Partner Estate
    • Provide key sights and analysis to COPs and EBU Executive leadership team and other key decision makers 
  • Performance tracking

    • Drive a robust reporting framework.
    • Monthly input to Exco & other key decision making bodies
    • Control and manage the Business Partner budget and ROI
    • Deliver on NPS and tNPS in line with the overall commercial strategy
  • Post sales Administration
    • Ensure activities and processes required to deliver and manage services at agreed levels for Enterprise customers.
    • Drive process optimisation  
    • Drive key efficiency and effectiveness of the end to end order management function
    • Develop key strategic relationship with the EBU Sales Senior Leadership Teams
    • Ensure alignment with the EBU sales segments    in terms of structure, process and procedures
    • Key insights on EBU customers to be feedback to the EBU Senior Leadership Teams     
  • Leadership and teamwork
    • Provide inspirational leadership and coaching across Vodacom to deliver Commercial outcomes
    • Be a champion of change,
    • Create a high level of employee engagement to deliver the leading customer experience in Vodacom
    • Ensure diversity of gender and cultural background in team
    • Create an environment responsive to rapid changes in market conditions, intraday, weekly and monthly
    • Actively manage senior relationships and alignment, specifically the Consumer, Enterprise and COPs units
    • Manage relationships with key outsourced suppliers
    • Forge a close working relationship with local teams and communities to share best practice and execute key initiatives  
    • Thought leadership to develop a Best In Class Self-service experience 
    • Develop individuals within the team with real-time coaching, feedback and timely career and succession planning, ensuring that each individual has a documented personal development plan 
    • Ensure recruitment and retention programmes attract and maximise world class talent to develop a high performance team 



Specialist Experience

  • Must have technical / professional qualifications: 
  • Relevant 3 year tertiary qualification – Essential
  • MBA or MBL qualification will be an advantage
  • A minimum of 8 to 10 years relevant experience in the following:
  • 4 years Customer Care experience is essential
  • 5 years Call Centre experience is essential
  • 2 years Contracts Management is essential
  • 2 year Call Centre outsourcing experience is essential
  • A minimum of 3 years spent in a management position is essential
  • Experience dealing with senior leadership teams is essential
  • Proven track record of recommending changes across multiple areas.
  • Ability to consult across business units and a sound appreciation of commercial and technological environments within the ICT sector.
  • Experience in the Consulting field would be an advantage


In addition to the details listed above, the ideal candidate will have an in depth knowledge and understanding:

  • Strong leadership capability
  • Strong knowledge of  Call Centre Operations is essential
  • Knowledge of Customer Service and Experience is essential
  • Knowledge of Outsourcing principles and Outsourced Operating models is essential
  • Sound understanding of organisational design is essential
  • Knowledge of Contract management is essential
  • Knowledge of drafting and interpreting commercial agreements is essential
  • End-to-end customer management principles and NPS is essential

The base location for this role is Midrand, Corporate Park

The Company’s approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates and values diversity & inclusion and is committed to support LGBT+ people at work.

If you do not hear from us within 30 days please deem your application to be unsuccessful.




Please note that all information in this job description is accurate at the time of posting. Please be aware that companies may change details and/or closing dates without notice.

Job Summary

  • South Africa
  • Technology
Job Type
  • Full-time
  • Negotiable
29 May 2019
Applications Deadline
20 July 2019

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