Job Opportunities at Vodafone Global Enterprise

Role purpose:

• This role focusses on executing service excellence through Partners, that enables customers to have an easy and enjoyable experience via the Contact Centre, Digital, Email and or but not limited to Chat services. To manage day to day activities at outsourced operations for the Vodapay contact centre and to deliver and execute our IA strategy in VodaPay by utilising robotics to fully or partially automate processes and ensuring that new automated journeys are streamlined to support great customer experiences. This role requires a passion for the customer, strong execution, strong digital skills, delivery capability and the operational expertise to manage partners across geographies, locations and touch points. Commercial competency and planning cross-functional team activity is critical to the role.

Your responsibilities will include:

• To build and maintain optimal relationships with key stakeholders within the internal environment and Outsourced portfolio
• To manage day-to-day activities at outsourced operations, and be integrated into the Vodacom Financial Services and Digital work streams
• To manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards
• To Execute on the- AI VodaPay strategy and update quarterly to inform product and feature roadmaps
• To establish benchmarks and support outsourced operations to achieve targets
• To establish and maintain a culture of continuous improvement to continually improve our service offering to our customers through digital technologies and platforms
• To practice Financial prudence and structure operations to achieve efficiencies
• Pro-actively audit environments to ensure operational discipline
• To conduct outsource vendor negotiation
• Ensure Management and administration of budgets for Contracts
• Assist with operationalizing new lines of digital support centres
• Act as an escalation point within VodaPay to actively champion and drive fixes upstream within VodaPay that impact your ability to create the frictionless experience for VodaPay Customers through digital platforms
• Act as an escalation point to senior stakeholders within your environment to actively champion and ensure that you drive and deliver on downstream fixes within your business to create a frictionless experience for Vodacom Customers
• Engage and Manage Change Requests (CR) across three elements: New CR’s , Renewed CR’s or end of life CR’s
• Support Proof of Value Initiatives
• Perform Health Checks to ensure that as a partner your service commitments are being delivered as agreed within the SOW and Commercial documents, where there is a deviation he will initiate a partner improvement plan that is signed off with committed actions and dates to redress non- performance or slippage
• Actively drive customer advocacy

The ideal candidate for this role will have:

• Relevant 3-year degree

Experience

• Relevant 3yr Degree/Diploma
• A minimum of 5-8 years of Call Centre Experience is essential
• At least 2 years must be of Contract Management and 2 years of Call Centre Outsourcing Experience is essential
• Transforming existing business capability from a traditional business model into a digital framework
• Leadership, management and supervisory experience
• Project management
• Digital product management

Core competencies, knowledge and experience

• High Knowledge of the Call Centres is essential
• Knowledge of Customer Service is essential
• Knowledge of Outsourcing principles is essential
• Knowledge of Contract management is essential
• Knowledge of Budget management is essential
• Negotiation Skills are essential
• Analytical Skills are essential
• Inter-personal Skills are essential
• Leadership Skills are essential
• Digital skills
• Conflict Management Skills are essential
• Excellent Communication (Written & Verbal) Skills are essential
• Strong business acumen with in-depth understanding of the contribution of the domain to the wider digital business strategy
• Excellent collaboration and stakeholder management skills across the business and technical domain
• Understanding of telecommunications, financial services, digital services market and emerging business trends

Closing date for Applications: 13 March 2023

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Role Purpose

• Develop and execute regional integrated marketing and promotional plans across Foundation, EBU (Central), and CBU commercial counties.

Your Responsibilities Will Include

• Drive PR & CSI with external service agents, media, and other key role players to ensure that the brand objectives are met.
• Report on monthly advertising, sales, and promotion budgets, track to ensure positive ROI.
• Planning, execution and evaluation of regional / county promotions and marketing actions
• Conduct post activation evaluations on all promotional and marketing activations to determine implementation effectiveness and return.
• Monitor the use of the Vodacom brands at events, sponsorships, and promotions for consistent application and visibility, ensuring compliance according to CI, standards, policies, and procedures
• Manage regional advertising and branding – billboards, branding rollouts, pop-up store locations etc – will specialist manage or provide support – more support
• Expand pop-up store locations, local branding rollout, CI management, billboards, & OOH (KZN)
• Ensure A&R in line with budget forecasts and estimates with respect to contract acquisition and retention spend; and average A&R across channels (Central, Mpum)
• Competitor markets analysis across all counties.
• In depth understanding of / and implementation of segmentation across all counties
• Brief in artwork and drive bookings and execution of schedule as per County and Segment requirement
• VB Public and Private sector support, event management; stakeholder compliance; set up and strike ; photography; management of promotional items and devices; identifying opportunities to leverage; partnering with HO; supporting CSI initiatives linked to departments; Adhoc department requests; Major public sector events in the region;
• Monitor the use of the Vodacom brands at events, partnerships, and promotions for consistent application and visibility, ensuring compliance according to CI, standards, policies, ethics, and procedures.
• Drive PR & media with external media players. Draft press release; speaker notes; circulation of press statements; media invites. Radio chase list and creation; negotiation of partnership and stakeholder management, booking of OB's and adhoc interviews and events.
• Manage radio stations partnerships / Monthly planning with counties and tracking of activity.
• Drive ATL and BTL campaigns to support Sales

The Ideal Candidate For This Role Will Have

• Matric / Grade 12 with 5 years of relevant experience
• OR
• 3-year commercial diploma or degree (NQF 6 or higher) or SAQA accredited equivalent with 3 years relevant experience

Core Competencies, Knowledge, And Experience

• At least 3 – 5 years experience in brand management, retail marketing and sales
• Communication and media – knowledge of media, communication and dissemination techniques and methods
• Customer and personal services – needs assessment, service quality standards and measuring customer satisfaction

Closing date for Applications: 13 March 2023.

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Role purpose:

• Responsible for management of Retail Models including but not limited to Channel/store catalogues; Capability and solution catalogues; Operational frameworks; Service menus
• Responsible for the management of Retail Playbooks
• Responsible for Retail Brandwear framework aligned to the Vodacom Retail Model
• Retail Hero Programme (RHP) – responsible for alignment of RHP to the Retail Model; relevance and effectiveness thereof.
• Manage and maintain applicable platforms and tools for Retail communication, models, content and knowledge management.
• Manage, govern and/or facilitate all communication related activities for the Retail channel from a Retail Model Design perspective
• Represent Retail Model Design & Delivery (RMDD) while participating in special projects or initiatives that impact Retail from a Model, content, knowledge management and/or communications perspective. Take full responsibility for end-to-end related and applicable actions.
• Responsible for applicable stakeholder awareness, alignment and adherence to the Retail Model.
• Digital at the core, Innovation and Change – Proactive participation, efficient design and administrative support to ensure seamless operationalisation of new or enhanced products, services, solutions and capabilities in Retail. 
• Be a true Ambassador of the Vodacom Brand. Advocate best in class digital capabilities and retail innovation, leading test and learning opportunities through effective POC, pilot and launch executions, participation and feedback to determine viability and feasibility of extending new opportunities to Vodacom’s retail footprint.

Your responsibilities will include:

Operational input:

• Represent Retail Model Design & Delivery and strategic Retail objectives in all engagements and collaborations with various business units including but not limited to Vodacom communications teams, Product Governance / NEPSI, Learning and Development, project teams / resources etc,
• Proactively explore and promote new platforms, formats and methodologies for models, communications, and content.
• Ensure applicable updates to Models, Playbooks, Retail Hero Programme, and published content as required based on projects, environment and strategy changes etc
• Manage and maintain applicable platforms / tools used for Communication, Model Management and Knowledge Management ensuring integrity, relevance and effectiveness at all times.
• Compile, manage and maintain content / documents as stipulated or required to ensure consistency, standardisation, relevance, useability and accessibility.
• Provide support and input from a portfolio perspective in all Retail Operations, RMDD and Retail channel related projects and initiatives and facilitate engagement and activities with applicable teams during such projects and initiatives, if required.
• Execute, manage and/or support ad hoc projects when required
• Proactively identify, initiate and share trends, opportunities and enhancements for the Retail environment.
• Participate in, and support digitisation of the Retail environment including store and all supporting elements.

Retail Model Management:

• Compile, manage and maintain Retail Models in agreed formats and/or using applicable platforms/tools, including but not limited to:
• Channel & Store Catalogues
• Capability & Solution Catalogues
• Operational Frameworks

Service Menus (Service in Retail catalogue)

• Thereby ensuring continuous relevance, integrity of information and useability
• Compile, manage and maintain Retail Playbook(s) for the Retail Channel and capabilities / solutions as identified.
• Retail Brandwear – Facilitate the design of Brandwear for the Retail channel as and when required ensuring alignment with the Vodacom Retail Model / strategy. 
• Manage communication to channel and approved suppliers when required. 
• Maintain Brandwear policy documents for Retail Operations Group (ROPS) and Retail Channel in accordance with TQM principals.
• Promote Retail Model awareness and knowledge by applicable teams and stakeholders.

Retail Communication:

• Facilitate and participate in initiatives to deliver, manage and maintain a Retail Communication Strategy for the Retail channel.
• Compile and facilitate distribution of communications or content for the Retail channel as required. 
• Define / decide upon the most effective format for required communications / content
• Review, proof-read and approve communications prior to distributionIdentify and utilise optimal platforms for required communications thereby creating effective knowledge sharing and access.

Retail Knowledge Management:

• Responsible for the application, continuous relevance and evolution of platforms and tools used to manage models, communications, content and training etc 
• Retail Hero Programme (RHP) – Create and maintain a working relationship with the Learning & Development (L&D) teams to enable effective training for the Retail environment.
• Ensure alignment of RHP to Retail Models and all related elements at all times.
• Maintain effectiveness and relevance of RHP including format and delivery methods by way of regular reviews in conjunction with L&D teams.
• Proactively manage content and input to the applicable knowledge management platform for Retail 

The ideal candidate for this role will have:

• Must have technical/professional  background and qualifications: 
• Understanding of Vodacom processes and systems within the Retail environment is advantageous
• Understanding of Vodacom’s Retail offerings, Retail Model and products and services is advantageous
• Exposure to project / programme management 
• Exposure to Retail / Client Service / Learning & Development, Communications / Brand or PR environments is desirable and would be a strong advantage
• Knowledge of the Retail environment and   Telecommunications is a strong advantage
• Exposure to dealing with various audience and levels internally and externally is a strong advantage

Qualifications/Experience:

• 3-year Degree/National Diploma in Business/Commerce, Communications/PR, Learning & Development (Content), or related field (essential)
• Minimum of 3 - 5 years related working experience including a minimum of 2 years in one or more of the below areas of specialization (essential)
• Communications / PR
• Content / Business Model Creation or Development
• Retail 
• OR
• Matric essential
• Minimum of 5-8 years related working experience including a minimum of 3 years in one or more of the below areas of specialisation (essential)
• Communications / PR
• Content / Business Model Creation or Development
• Retail 

Core competencies, knowledge, and experience: 

• Creative and innovative – think out of the box
• Proactive use of initiative
• Deciding and initiating action
• Relationship management / Interpersonal skills
• Team player / work with people / in JDT’s
• Excellent Communication skills (written & verbal)
• Formulating strategies and concepts
• Planning and organising 
• Compiling, presenting and communicating information 
• Good business acumen and ability to think holistically
• Excellent follow up and follow through
• Self-management and awareness
• Customer centric and ‘can do’ culture
• Adaptive and responsive to Change

Knowledge and understanding of:

• Business model design
• Communication methodologies (content & delivery)
• Learning & Development methodologies (content and delivery)
• Knowledge Management methodologies
• Project management principals and approaches

Experience in:

• Compiling presentations
• Creating digital content and/or infographics
• Compiling and creating communications
• Business models and / or frameworks

Closing date for Applications:  13 March 2023

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Role purpose:

• The Product Manager represents the business stakeholders and is the voice of the customer guiding an individual squad for a particular business purpose. You will bring knowledge, insight, and leadership across the product lifecycle, taking the lead in identifying market trends and ensuring specific product lines within the connectivity portfolio of Vodacom Business Africa (VBA) address these trends.  Because the Product team is at the forefront of enabling sales to engage customers with our value propositions, the Product Manager will therefore be responsible for managing the lifecycle of a set of Fixed and Mobile Enterprise connectivity, Unified Communications (UC) products and services across multiple African markets. This will be achieved by taking to market, and subsequently managing in-life, the product set, and associated management services that meet the businesses strategic and commercial requirements.

Your responsibilities will include:

• Own, define, document and agree, with key stakeholders, a product plan that identifies the market landscape, competitor analysis, product scope and performance, business objectives and strategy, the customer experience, growth plan and roadmap for the product sets. 
• Working with other business stakeholders, create and own market requirements specifications and business cases for the products. Responsible for taking services through the product development process.
• Accountable for the overall product lifecycle management, covering product performance management, cost optimization, maintaining high calibre product collateral and training materials, supporting product marketing and Public Relations (PR) activities, product innovation, product evolution and feature enhancements, cost optimization and sunset rationalisation.
• Managing key stakeholders across the value stream, both internal to VBA, and across other Vodacom Group Operating Companies (OPCOs), as well as external suppliers and channel partners.
• Maximising value by delivering the product vision, defining the epics and user stories and prioritising the product backlog of the squad and accepting deliverables at the end of each sprint. 
• Responsible for defining and tracking Objective Key Results (OKRs) and KPIs as part of the quarterly business reviews (QBR) process

The ideal candidate for this role will have:
Must have technical/professional qualifications: 

• Bachelor’s Degree in Computer Science, Information Systems, Electronics Engineering, or a Bachelor of Commerce in a Commercially related field.
• Holding network and service management certifications (e.g., ITIL, Cisco, Huawei, Juniper, VMware) is a plus.
• Holding agile product/project management qualification (e.g., SCRUM, SAFE) is a plus.
• A minimum of 5 years proven track record in product development, product management.

Core competencies, knowledge and experience :

• 5 years+ relevant professional experience in product development and management in Enterprise ICT environments.
• Professional experience and knowledge of the Telecommunications industry as a whole, working on Managed Connectivity products and Services such as; GSM, WANs (MPLSs, SD-WAN) Internet, Wired/Wireless Access technologies, Ethernet, Wired/Wireless LANs, SIP and Unified Communications are strongly preferred.
• Knowledge of SDN/NFV market context and SDWAN vendors and technical aspects is a strong plus.
• Broad knowledge of enterprise requirements/challenges within domestic and international markets, infrastructure technologies, commercials and operations.
• Strong communications skills, comfortable interfacing with different audiences of varied levels of seniority

Closing date for Applications: 08 March 2023

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Role purpose:

• The Product Manager represents the business stakeholders and is the voice of the customer guiding an individual squad for a particular business purpose. You will bring knowledge, insight, and leadership across the product lifecycle, taking the lead in identifying market trends and ensuring specific product lines within the connectivity portfolio of Vodacom Business Africa (VBA) address these trends.  Because the Product team is at the forefront of enabling sales to engage customers with our value propositions, you will therefore be responsible for managing the lifecycle of a set of digital products and services across multiple African markets. This will be achieved by taking to market, and subsequently managing in-life, the product set, and associated management services that meet the business’s strategic and commercial requirements. 

Your responsibilities will include:

• Own, define, document, and agree, with key stakeholders, a product plan that identifies the market landscape, competitor analysis, product scope and performance, business objectives and strategy, the customer experience, growth plan and roadmap for the product sets. 
• Working with other business stakeholders, creating and owning market requirements specifications and business cases for the products. Responsible for taking services through the product development process.
• Accountable for the overall product lifecycle management, covering product performance management, cost optimization, maintaining high calibre product collateral and training materials, supporting product marketing and Public Relations (PR) activities, product innovation, product evolution and feature enhancements, cost optimization and sunset rationalisation.
• Managing key stakeholders across the value stream, internal to VBA, and other Vodacom Group Operating Companies (OPCOs), as well as external suppliers and channel partners.
• Maximising value by delivering the product vision, defining the epics and user stories, prioritising the squad’s product backlog and accepting deliverables at the end of each sprint. 
• Responsible for defining and tracking Objective Key Results (OKRs) and KPIs as part of the quarterly business reviews (QBR) process

The ideal candidate for this role will have:
Must have technical/professional qualifications: 

• Bachelor’s Degree in Computer Science, Information Systems, Electronics Engineering, or a Bachelor of Commerce in a Commercially related field.
• Holding network and service management certifications in IoT, AWS, Microsoft, Google will be a plus.
• Holding agile product/project management qualifications (e.g., SCRUM, SAFE) is a plus.
• A minimum of 5 years proven track record in product development, product management.

Core competencies, knowledge, and experience:

• 5 years+ relevant professional experience in product development and management in Enterprise ICT environments.
• Professional experience and knowledge of the Telecommunications industry as a whole, working on Digital products and Services such as Cloud, Unified Communications (UC), Internet of Things (IoT) and Security are strongly preferred.
• Knowledge of Digital solutions market context, especially in Cloud, IoT, UC and security vendors and technical aspects is a strong plus.
• Broad knowledge of enterprise requirements/challenges within domestic and international markets, infrastructure technologies, commercials, and operations.
• Strong communications skills, comfortable interfacing with different audiences of varying levels of seniority.

Closing date for Applications: 08 March 2023

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Role purpose:

• To document processing activities according to their process/product hierarchies (process or product catalogues) in oder to ensure that the correct data flow maps/diagrams can be created and kept up to date within the Personal Data Processing Register.
• To conduct privacy impact assessments (Privacy by Design & Assurance) of new processes, products and systems to be launched by Vodacom or changes to existing processes, products or assets to ensure that all critical and high new business risks have been identified and mitigated before any product, service, promotion or campaign is launched with Vodacom.
• To review and approve global projects in accordance with how Vodacom will process personal information according to local legislation.

Your responsibilities will include:
Process Mapping

• Identify the primary record according to PRM reference model and then link process or sub-process to primary record accordingly. 
• Product catalogue – ensure that there is an appropriate product catalogue with standard references and ensure that it is kept up to date per business area.

Assessment Quality Assurance

• Ensure that all Privacy by Design & Assurance (PDA) assessments performed meets the quality criteria in their respective areas.

Data Flow Map 

• Ensure that every business area where there is personal information processing keeps up to date data flow diagrams/maps that shows standard reference numbers (PRM reference model) for personal information flowing from or to other business areas.

Assets Risk Assessments

• Ensure that all assets associated with a processing activity have been assessed and risk rated accordingly

The ideal candidate for this role will have:
Must have technical / professional qualifications: 

• Engineering/Science/IT/Commercial/Business degree or  NQF 7 equivalent 
• Additional professional relevant certification will be an advantage.
• A minimum of 5 years relevant experience essential, with exposure to the following:
• Risk and compliance
• Business process related work
• Ability to build relationships and influence at all levels of Vodacom
• Exceptional organisational and communication skills

Core competencies, knowledge and experience:

• Process knowledge
• Ability to map business processes according to their hierarchical levels. Knowledge of telecoms processes and functions will be an advantage.

Business Analysis/Process Modelling

• Provide Vodacom with a simple way to understand workflows by creating data-driven visual representations of business processes.  Ability to analyze/document processes for privacy compliance or audit purposes.
• Experience in conducting privacy impact assessments using clearly defined methodologies or tools.

Risk & Compliance

• Ability and knowledge to ensure that Vodacom executes its business processes in compliance with privacy laws and regulations, applicable professional standards and accepted business practices.  

Self-starter

• Ability to work independently with a high standard of accountability problem solving ability and owning responsibility around decisions, timelines and quality.

Business Skills & Stakeholder Management

• Excellent stakeholder management skills across all levels of the organisation. Experience within the technology &  Telecoms industry & extensive exposure to working in a team environment 

Closing date for Applications:  08 March 2023.

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Role purpose:

• The Business Analyst (BA) plays a key role in facilitating successful business change initiatives which range from new product development, IT and business transformation projects, by defining business problems via in-depth investigation, gathering both technical and non-technical information to outline detailed requirements for a solution, while ensuring the delivery meets the stipulated business requirements. 

Your responsibilities will include:

• Work with the Product Owner to clarify business value outcomes and goals, across value streams, while gathering, validating and documenting business requirements.
• Analyse commercial data such as budgets, sales performance results and forecasts, estimate costs and identify business savings.
• Model business processes and identify opportunities for optimization improvements.
• Simplify information and decipher technical jargon easily understandable to stakeholders, while creating functional specifications and corresponding user stories for solutions.
• Define test acceptance criteria and validate delivered solution against user stories.
• Identify issues, risks, benefits of existing and proposed solutions, outlining business impacts, ultimately supporting the business’s transition to establish the desired change.

The ideal candidate for this role will have:

• Bachelor’s Degree in Computer Science, Information Systems, or other related field.
• A total of at least five 3 years relevant work experience of which at least two (2) or more years have been in a Business Analysis role across full product lifecycles.
• A Certified Business Analysis Professional (CBAP) will be a plus.

Core Competencies:

• Effective stakeholder engagement; to deal with stakeholders at all levels of the organisation.
• Critical thinking; to understand and analyze problems towards finding solutions.
• Problem solving; to think creatively and work collaboratively with teams to solve business challenges.
• Data-driven decision making; such as relates to requirement prioritisation, scope, assessing solutions viability, etc.
• Good listener and communicator; to ask the right questions and correctly understand the information received during requirements gathering.
• Documentation and writing skills; in creating documents such as meeting minutes from requirements gathering sessions, use cases and business requirement documents.
• Confident presenter to present findings and recommendations to senior leaders and to manage stakeholder meetings

Knowledge:

• Analytics,  DevOPS, testing (AB and Multivariate) and related tools  such as ( JIRA, Confluence, etc.)
• Strong understanding of the current ICT, digital services, emerging business and technology trends.
• Understanding business with a commercial acumen, analysing business and systems, defining User stories, designing Customer experiences, user and technical acceptance testing.

Experience:

• Solution development working in Agile service-oriented environments, Software Development Lifecycle (SDLC), using design thinking and lean start-up methodologies.

Closing date for Applications: 08 March 2023