Manager: Operations Support

Structural Information

Job number:                     10031765

Job title:                             Manager: Operations Support

Job grade:                          M5

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               5-10

Reports to:                        Senior Management

Core Description

Responsible for the management of FTTH/FTTB retail operations (including Retail order Management, Assurance, Billing queries, identify and recommend ordering system enhancements) and assurance testing. Responsible to define and manage the retail operational processes, systems and manage the operations team.

Job Responsibilities

Key strategic Openserve objectives (20%)
Support Senior management to drive and champion the strategic analysis and insight as an input to define overall to define and manage the retail operational processes, systems and manage the operations team. 
Set goals to maximise shareholder value in the medium to long term and define objectives and KPI's that should be linked to these strategic goals.
Develop technical operational plans, presentations and solutions.
Customise/ operationalise solution/ provide service.

Drive Operational efficiencies (30%)
Develop, build and integrate Retail customer operations models,, platforms and systems.
Ensure service and network availability and performance through the collaboration with service management.
Evaluate/ introduce/ integrate Technology/ Services/ Solution.
Ensure that customers comply and upload all RICA documents.
Ensure Refunds and cancellation requests are processed timeously.

Improve service and platform performance
Research Technology, Solutions and Services.
Suggest and collaborate with stakeholders in system improvement.
Consistently train the team to improve efficiencies.
Understand Fibre technology and work with stakeholders to ensure customer satisfaction.

Manages internal & external customer relationships (10%)
Coordinate vendor/ supplier service.
Maintain support contracts.
Define KPI's for the operations support team.
Liaise with role players and maintain stakeholder engagements.
Conduct complex negotiations.
Monitor and manage performance to improve.
Ensure support staff have access to current product, process , system and troubleshooting information.

Manages Projects (10%)
Support in driving the identification and initiation of strategic initiatives/ project scope.
Work Breakdown structure and timelines.
Provide regular progress updates.
Provide complex technical support.
Transfer technical skills.

Customer retention (10%)
Identify customer dissatisfaction and potential churn indicators.
Establish appropriate retention and save processes.
Analyse cancellation reasons and identify opportunities to reduce avoidable churn.
Work with Product & technical teams to address recurring customer dissatisfaction.

Manages the development of budgets, expenditure and performance reporting (10%)
Generate statistics.
Provide reports.
Supplier contract management.
Service level agreement management.

Customer Communications/ Engagements (10%)
Define standards for customer communication across the support lifecycle.
Ensure customers receive timely notifications regarding:
Delay in Service activation
Faults and Queries
Resolution of faults
Complaints and escalations

Core Competencies

Functional Knowledge
Business Plan: Implement, Information & Communications Technology (ICT) Fundamentals; Network & Service Management; Network, Product & Services Technologies; Operations Management; Relevant Technology, Troubleshooting Techniques; Telkom Policies & Procedures; Telecommunication Network; Organised Labour; Service Management; ER; CFL 

Functional Skills
Analytical; Coaching; Computer Applications; Communication; Decision Making; Facilitating Techniques; Interpersonal; Organizing Techniques; Planning; Problem Solving; Report Writing Techniques; Telephone Etiquette; Technical Equipment Handling; System Thinking; Decision Making; Interpersonal; Project Management 

Competencies (Behaviour)
Accurate; Approachable; Business Orientated; Conscientious; Customer Focused; Customer Orientated; Dedicated; Goal Orientated; Initiative;Innovative; Integrity; Professionalism; Perseverance; Responsible; Self Driven; Alignment with Openserve Values 

Certifications

Education

Experience

Additional Information

Qualifications and experience: 
Electrical Engineering/ Information Technology degree or Diploma and/or Business Management Diploma/ Degree. 
Experience in a relevant technical (FAMC/SOC)/ business environment and 2 years supervisory experience.

Special Requirements

Physical Requirements

Key Stakeholders

Executive 
Management 
Network Management Centres (surveillance, control & Analysis) 
Service Operations Centres 
Network and Service Dispatch Centres 
Network and Service Field Operations 
Service management 
Vendors 
Network 
Organised Labour 
Service Management 
ER 
CFL 
Telkom Mobile