Job Title: Operations Support Manager
Country: Tanzania
Job Description (Duties):
Our client is the first cellular network in Tanzania; having started operations in 1994. Our client is Tanzania’s most affordable and innovative mobile phone operator with services to more than 30 million customers in 13 emerging markets in Africa and Latin America.
Our client is looking to fill the following senior positions with ambitious and talented professionals to grow their business further in Tanzania. These positions come with an exceptional benefits package as well as the opportunity to work with one of the fastest growing companies in Tanzania.
Job Purpose:
Lead the feasibility study, requirements gathering , design and operationalisation of new products and services that are to be launched by Tigo (technical and non technical).
Act as primary link between Customer Ops and Categories/ business stakeholders across all business areas and will analyse Customer, Process and System requirements to align to Customer Centric approach of new product/ service launch.
Responsible for overall project planning/ management – cost benefit analysis/ budgeting, resource allocation, testing and implementation of customer facing/ CRM processes, best practices and system architecture for new products and services from start to end to see through successful product/ service launch and adaption by customers through various channels such as Call center, Customer Service and Sales Center and 3rd parties.
Work closely with Customer Operations front line teams and Categories to give Voice of Staff and Voice of Customer adequate representation in the form of data and insights to influence product development that has demand to ensure Sales.
Build cost to serve into overall product cost to ensure profitability is guaranteed for every product that requires Call center and Walk-in center support.
Measure post implementation performance through various metrics and Voice of Staff/ Customer to improve and optimize sales and revenue.
Manage the requisition and timely implementation of Customer Ops capex projects in collaboration with project owners.
Manage the Customer Ops opex budget requisition and utilization; perform advance budget provisioning by business unit with respective managers to keep within target month-on-month.
Responsible to measure and report the Customer Ops KPIs performance against target by business unit.
Handle any other task as assigned by management from time to time.
Duties and Responsibilities:
Work closely with the Categories Managers to define product to be launched through Voice of Customer / Support the Design Validation Workshop.
Act as a liaison between Customer Ops and Categories and technical development teams/ vendors to define solutions, elaborate requirements and craft functional designs.
Transform requirements into well-defined concepts and functional specifications ensuring successful execution and delivery.
Lead efforts to define and shape operational solutions while continuing to innovate and maintain company’s commitment to customer experience excellence.
Partner with multiple business units to provide project leadership, customer/CRM-specific subject matter expertise, and operational insight and impact assessments.
Conduct functional trainings and facilitate workshops in relation with the project.
Design and sign-off cross functional processes and service levels to support the services/products launched.
Support the Pre and Post Live process and applications.
Analyse and report the return-on-investment for each project to know if generating revenue or reducing cost to justify the investment.
Record and maintain case studies as best practices sharing.
Necessary Qualifications:
Competencies/Skills:
Strategic responsibility
Problem solving
Decision making
Communication skills
Innovation
Attitude:
Integrity
Orientation to internal and external client
Commitment to organization objectives
Positive and dynamic attitude
Knowledge:
MS office skills.
Writing and verbal communication skills.
Numerical skills.
Relevant customer services processes knowledge.
Generic:
Vision
Project Management
Specific:
CRM business & systems Knowledge (technical and operational)
End to end customer operations, processes, systems knowledge in telco environment
Product/service specification writing, design, UAT and launch.
Tendering process knowledge.
How to Apply: If interested, please submit in person a typed up-to-date CV and application letter with copies of your academic papers to;
NFT Consult – Tanzania,
Plot 304, Ring street. Mikocheni Area,
P.O Box 13395, Dar Es Salaam
Tel: +250 252 570 099
Attach your CV and application letter ONLY; please merge them into ONE
Candidates that DO NOT FOLLOW INSTRUCTIONS WILL BE DISQUALIFIED.
Please apply online and send an email to tzjobs@nftconsult.com
(In the “SUBJECT LINE” field please indicate the position you are applying for i.e. “Operations Support Manager”)
DEADLINE: 20th October 2011
