Position for GM Customer Service - Subsaharian Africa - Permanent local job
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15/07/2019
Permanent local contract
Non défini
WARNING
Do not apply if you are not Cameroonian
Local contract
An operator is looking for his GM Customer Service
The mission is to ensure that the operator provides world class customer service to their customers which will ensure that the company image is improved resulting in the profitability to the company being enhanced.
Context:
Continuous improvement of policies; procedures and processes
Diversified technical and behavioural competencies needed
Dynamic economic; regulatory and political environment
Highly dynamic telecommunications industry
Operator group expectations of best practice
Operator OPCO business plan
Rapid growth and expansion of the operation operations
Shortage of talent
Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)
Key Tasks:
Assist with the development and implementation of the customer centricity strategy for the organization and clearly establish the milestones in order to achieve the strategic objectives
Oversee the definition of the customer experience along all moments of truth (buying; activation; utilization etc.) in order to define and set the customer service standards across all segments
Establish an implementation plan ensuring consistency of customer engagement across the various customer touch points in terms of the physical; emotional and brand experience
Ensure that the customer strategy is aligned to the business priorities and objectives in order to ensure cross functional consistency
Ensure the competitiveness of the operator in the market place through effective delivery of high quality customer services
Facilitate the development of management process with an emphasis on customer services
Identify all priority areas delaying service excellence and ensure that solutions are effectively implemented in order to address these
Define; establish and maintain the customer loyalty metrics for the organization
Oversee customer data management and customer intelligence – thereby creating a culture of customer information excellence
Define call centre and service centre operational parameters and ensure that they meet set targets and standards
Direct vetting; fraud management; billing; account management and collection of post paid subscribers in order to meet revenue targets and minimize bad debt
Manage the synergy between the business needs and technology development
Ensure goals for productivity; quality; turnaround time and customer service are all met
Develop; review and implement policies and procedures where necessary in order to develop a continuous improvement philosophy
Establish and ensure that appropriate control systems required for the effective operations of the division are in place
Prepare; monitor and control the annual departmental budget to ensure expenditure is in line with the business plan
Supervisory / Leadership / Managerial Tasks:
Direct and monitor work of subordinates
Ensure the team is led; motivated and rewarded to achieve key performance areas
Manage the performance and deliverables of direct and indirect reports to ensure that the objectives of the department are achieved
Possess the authority; presence and integrity to command respect from colleagues and from external contacts
Provide clear direction and communicate the implication and interdependencies of each functional unit
Provide clear direction and manage performance of the team
Recruit staff for appointments
Set goals for direct reports; monitor progress and maintain motivation
Set up appropriate structure to meet departmental management objectives
Skills transfer to ensure staff development; motivation and business continuity
Role Dependencies:
MIS efficiency
Calibre of Line managers and support and commitment towards corporate services
Relationship with the Executives
Relationship with regulator and other external stakeholders
Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.
Creativities (improvement/innovation inherent)
Combine strategic work with operations
Create a conducive; enabling and empowering environment for improved performance
Develop staff to support customer enhancement drives
Enhance customer service delivery through improvements in the customer care and services provided to customers both pre and post paid
Manage the integration of multiple processes; disciplines; technologies; products and customer segments whilst leading the introduction of new and future processes; technologies; products and customer segments concurrently
Manage the relationship between strategic intent and required means
Responsible for managing the means by which the mission of the organization is achieved
Review the Customer services operational structure so as to ensure that it supports the customer care initiatives (quality management in contact centres)
Vulnerabilities (control span).
Appetite for change in the organization
Calibre and level of skills within the organization
Customer perception
Inadequate documentation of policies; procedures and other process documentation in the operator's OPCO
Inconsistency in service delivery across the customer touch points
Interdepartmental dependencies and relationships
Lack of understanding regarding customer / consumer behaviour
MIS
Tenuous market perception
Collaboration: Refers to formal and informal relationships Responsibility towards:
Direct reports, Customer Enablement and Administration Support; Credit Management; Call Centre Managers; Service Centre Managers
Matrix reports, Sales Channels; Marketing Departments
Key customers, Pre and Post Paid Customers
Key suppliers,
Other relations, operator Business Units
Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement. Independent thought and Judgment: Demonstrate sound judgment by testing many different clusters of possibilities Definition of the customer experience along all the moments of truths Driving a seamless link between all other departments
Authorities:
Approval of headcount and budgets
As per delegation of authority
Compétences
03- Service client / Customer Care01- Anglais / English02- Français / French1- Director - CxO - Management équipe 0 à 50 personnes / Less than 50 people team management2- Director - CxO - Management équipe 50 à 100 personnes / Between 50 and 100 people team management...03- Camerounais / Camerounese
WARNING
Do not apply if you are not Cameroonian
Local contract
Languages: French and English
Minimum Requirements
Education:
Bachelors degree – Commercial
Professional Qualification
Post graduate degree (MBA preferable)
Experience:
5 – 8 years management experience within a multinational environment; 4 years at a customer experience management level with the telecommunications environment
Training:
Communication planning
Corporate governance
GSM
Interconnect
Legal frameworks
Networking