Specialist: CVM Channel Ops Management

Structural Information

Job number:                     10027644

Job title:                             Specialist: CVM Channel Ops Management

Job grade:                          S5

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0-5

Reports to:                        Senior Management

Core Description

Responsible for managing the relationship, operations and performance between CVM Campaign Management and Operations and other identified channels used by CVM. This position will manage the channel SLA's as well as drive In-life, Renewals, Proactive Retention & Revenue Campaign initiatives. The incumbent will be responsible for the implementation, execution and results of various projects. The incumbent will be responsible for all people, process and system changes between Openserve other identified channels. Acts as the custodian and single point of contact of Openserve CVM Campaign Management and Operations team. Will be responsible campaign marketing through digital and other identified channels. 

Job Responsibilities

1. Channel operations management:
Analyse and interpret all digital channel weekly, monthly and quarterly reports.
Manages digital channel productivity, quality, SLA's and KPI's.
Ensures the production of relevant, useful and professional reports as required in order to provide intelligence for operational improvements.
Facilitates all training requirements.
Facilitates all new product integration.
Drives and embeds industry best practices.
Developing and manage end-to-end CVM campaigns—from onboarding to retention—ensuring a seamless journey for the end users. 
Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operations.
Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols.
Designs detailed operational retention plans per segment.
Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner.
Manages escalations that originate out of applicable channel.
Manages relationship in delivery process and escalation process.
Ensures that applicable deals are communicated and made available to applicable channels.

2. Manages the relationships with all stakeholders:
Maintains relationships with all identified and applicable channels by having regular meetings to discuss issues, concerns and enhancements.
Negotiates and oversees the implementation of SLA#s between various divisions involved in In-Life, Renewals, Proactive Retentions and other identified campaigns. 

Core Competencies

Functional Knowledge
Marketing and Sales Disciplines/ principles; Commercial, Analytical Thinking and Decision-making; Customer Retention & Loyalty;  channel  Management; Telecommunication Industry (mobile, fixed and FMC); Legal & Regulatory Frameworks; Operational Planning/ Excellence; Channel operations; Change/ Stakeholder Management; Translate strategy into tactical & operational planning; Project Management; Communication & Report Writing; Presentation Techniques; Continuous Improvement; Customer Centricity; Decision Making; Marketing Techniques; Multi-tasking; Process Management; Relationship Building Team leadership & Staff Management 

Functional Skills 
Marketing, Communication (written, oral); Stakeholder management; Change management; Lobbying; Negotiation; Change Management; Influencing Techniques/Visionary thinking; Networking; Planning, Organising & Execution; Problem Solving; Research management; Business analysis 

Competencies (Behaviour)
Drive for Results; Creative, strategic thinking; Communicating with Impact; Opportunity driven; Interpersonal; Team work; Values aligned to Telkom's values (CHART); Initiative; Influence Certifications 

Certifications

Education

Experience

Additional Information

Special Requirements:

• A passionate executive and skilled communicator who can articulate both the Telkom vision and market position in a clear and compelling way that immediately generates excitement, enthusiasm and a commitment to team members, peers and external partners
• Customer orientation with the ability to establish and maintain an ongoing partnership with senior business leaders.
• Ability to lead and inspire his/her team and succeed in a fast changing and highly competitive market, keeping the team focused on breakthrough strategies and tactics to best leverage the available budget.
• Executive presence and credibility; with a focus on unquestionable integrity and management skills that allow for instant credibility with employees, peers and both internal and external customers
• Excellent analytical and logic reasoning ability Knowledge of Telkom CRM & Billing systems (advantageous).

Special Requirements

Physical Requirements

Key Stakeholders

Key Stakeholders Consumer and SMBS Business Units Market trends and data providers 
External customers/ suppliers/ stakeholders and peers