Job Description

.When it comes to putting people first, we're number 1.The number 1 Top Employer in South Africa.
Certified by the Top Employer Institute 2024.Role Purpose/Business Unit:

• National End to end Retail Business Model design including but not limited to process, policy, procedure, capabilities, solutions, and customer interfacing behavioural scripts for Vodacom full Retail channel.
• Alignment and enablement with Vodafone's/Group Retail Transformation (customer experience, IT capability and stores).
• Agile decision making and implementation within a multi - stakeholder Retail environment responding to current and future barriers to achieving unmatched customer experience through a transformed Retail environment.
• Leading a team of Specialists to effectively support the Vodacom World & Retail Trade environment in terms of Operational Excellence implementation and Improvement Projects & Initiatives, , Products/Services, Pilots, Retail Business Model Support, Training, Compliance and audits.

Your responsibilities will include:

• Manage a team of Specialists, and provide full business support, with regards to business transformation and business improvement Projects & Initiatives, Pilots, Retail Business Model Support and Improvement, Products/services, Training Compliance and Audits to improve Customer Experience and operational efficiency within the Retail environment (Trade) and Retail Operations.

Retail Business Model Design:

• Ensure Business Model standards including processes, system, people [incl. Brandwear] are best practice in business and empower to provide unmatched customer experience and realise efficiencies.
• Define and ensure process alignment across all Vodacom channels and initiate review / change processes. where necessary to address to drive the improvement in customer experience as measured through Tnps and NPS.
• First contact resolution/ empowering through capabilities, process, and system redesign.
• Supporting revenue generation through process design that supports CBU, VFS and EBU strategic roadmaps.

Strategic Cost Reduction:

• Improving operational performance and growth through innovation (Digital at the Core/Omni Channel/One Vodacom)
• Monitor, research and benchmark retail business model trends with the potential to deliver enhanced customer experience
• Communicate and manage the change with impacted business units and teams
• Measure and Analyse key customer experience indicators on a monthly basis and identify opportunities for effective business improvement initiatives to positively impact Customer Experience.
• Research trends, solutions and technology that could positively impact and enhance Customer Experience within the Business Model
• Support the implementation of Divisional Strategy ensuring Customer Experience differentiation

.Operational Excellence and Business Transformation:

• Define, Implement and Continuously Improve the Vodacom Retail Business Model including policies, processes, systems and people elements of the model.
• Manage the Operational Excellence and Business Transformation portfolio for Retail Ops Group & Franchise/Dealer Trade including policies, processes, and systems.
• Ensure Regulatory, Legislative and Vodacom Policy compliance where applicable for Retail Operations Group and Trade Channels
• Continuously analyse business processes, systems and human resources and identify opportunities for business model improvement and transformation using Lean Six Sigma techniques to improve Customer Experience
• Ensure channel readiness for implementation of key innovations including products, services, processes or systems
• Manage and report on Operational Excellence Audits including ISO standards compliance, Business Model Compliance, POPI, GIA, SDPA, Audit readiness and reporting
• Represent Retail Operations Group with regards to Risk Management and Business Continuity Management for the entire division
• Ensure effective communication as necessary to the Trade and Retail Division through managed communication efforts
• Manage the Vodacom Retail Portal as a key Retail Business Model asset from a framework, administration, content and quality assurance perspective.

Innovation Project Pilots:

• Provide input into, manage and report on Innovation Project Pilots and Proofs of Concepts impacting the Retail environment (co-owned, Trade & Vodacom World)
• Managing a cross-functional team with relevant Business Units with COPS, CBU, EBU, VFS and other support structures to ensure delivery of Retail strategic delivery roadmap
• Oversee projects, pilots and initiatives impacting designated operational areas in terms of customer experience, training, processes, implementation etc.
• Oversee systems within the Retail environment to ensure unmatched customer experience, efficiencies, process alignment and process support.

.Training:

• Manage the definition, development and implementation of the Retail Training Curriculum for the Retail and Vodacom World environments in conjunction with the Vodacom Capability Team
• Provide strategic leadership, direction and tactical planning for training execution models for the Retail Ops Group and Retail environment in conjunction with Vodacom Academy
• Provide input for content development and innovative learning delivery in partnership with Vodacom Academy
• Ensure co-owned Retail teams are trained, knowledgeable as per the curriculum and model standards through continuous and regular training statistics reporting
• Ensure the inclusion and execution of Training in Retail impacting projects, initiatives and pilots.

Budget and Financial Management:

• Manage applicable budgets for Operational Excellence and Business Support.
• Understand basic cost-to-implement projections relating to business improvements and projects and make decisions accordingly and accurately.
• Understand and manage the impact of retail business transformation initiatives on the retail commercial model and profitability for Trade Partners.

People Leadership:

• Lead, direct and manage team of direct reports
• Delivery on all the HR aspects related to the team
• Ensure ENPS is constantly at an acceptable level and implement applicable action plans.
• Motivate & develop a high performing team by embedding formal performance management and development and informal coaching and mentoring.

Reporting:

• Report management and key insights to support Retail and Vodacom world
• Reporting outputs on key strategic retail executions and initiatives
• Exception reporting against legal, operational, and applicable parameters for pro-active retail management.

The ideal candidate for this role will have:

• 3-year Degree/Diploma in Business Management/Operations/Commerce or related field essential
• And
• Minimum of 8 years related working experience essential including 3 years' experience in Commercial / Corporate Environment essential with exposure to:
• Operational Projects Management
• System and/or TQM Management
• Management of Team and/or stakeholders
• Minimum 3 years exposure to Retail and / or telecommunications is advantageous.

Please note that the onus lies with the candidate to provide Vodacom with substantial evidence to prove that his/her qualification is equivalent to the required NQF (National Qualifications Framework) level for the specific position.Core competencies, knowledge and experience:

• Excellent knowledge of company's objectives and strategies, products and services.
• Project Management proficiency
• Understanding of industry practices and company policies and procedures to resolve a wide range of issues.
• Expert knowledge and understanding of design and retail principles and methodologies
• Strong understanding and acumen of business processes through end-to end customer journeys

We make an impact by offering:

• Enticing incentive programs and competitive benefit packages
• Retirement funds, risk benefits, and medical aid benefits
• Cell phone and data benefits, advantages fiber connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 31 July 2024The base location for this role is, Vodacom, Midrand Campus.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.Commitment from VodacomVodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of peoples individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.

Vodafone