HOD: Customer Experience Systems at Vodacom
Vodacom Tanzania
Dar es Salaam February 15, 2024
Role purpose:
This position will be responsible for the managing of all Customer Experience systems and processes within the Billing and IT Group of Vodacom Tanzania. The main focus of the position will be the implementation of governance structures, policies and procedures, related customer experience applications and development of staff to fulfil the end-to-end management of the Customer Experience Systems environment.
Key accountabilities and decision ownership:
- Oversee and Manage Customer Administration Systems:
- Ensuring availability of Customer Administration Systems, handling customer incidents and problem management, ensuring integrity of customer data, supporting distribution channels by providing information and ability to manage SIM and Voucher distribution.
Oversee and Manage Contact Centre Systems:
- Ensuring availability of Contact Centre, Retail Systems, Social Media Platforms handling customer incidents and problem management, ensuring integrity of customer data, supporting call centre and retail channels by providing relevant information and ability to manage customer calls and providing customer self-help solutions.
Oversee and Manage tariff and Billing Administration:
- Configuration and administration of Tariffs to support business needs, billing accounting, wholesale and retail billing, postpaid bill production and numbering plan administration.
Oversee and Manage International Roaming Administration:
- Administration of new roaming partners, setting up and testing new roaming networks, testing functionality of existing networks, managing Transferred Accounting Procedures (TAP) for both inbound and outbound roamers, liaison with the Clearing House on TAP processes and NRTRDE and administration of Roaming Value Added Services
Financial Management:
- Management and control of budgets and expenditure for the Customer Experience Systems Division.
- Human Resources Management:
- Skills development, performance management and expansion of the Customer Experience Systems Division.
Core competencies, knowledge and experience
- Bachelor Degree in Information Technology and/or Engineering with relevant work experience.
- Minimum of 5 -10 years work experience in the Customer Experience and Billing environment
- Minimum of 5 years management experience in the Telco Customer Administration environment
- Experience specific to Contact Centre Systems, GSM Billing Accounting, Billing Administration, and Billing Systems
CORE COMPETENCIES
- Advanced knowledge and experience in dealing with the GSM core network elements, GSM products and GSM CRM Billing and Contact Centre systems.
- Computer Literacy – sound knowledge of the Microsoft Office environment and a good understanding of SQL and database architectures related to CRM and Contact Centre Systems
Skills
- Strong leadership skills & Personal Attributes
- Excellent communication skills & interpersonal skills
- Strong managerial and budgetary skills
- Extensive computer user knowledge and skills essential, in Word, Power point and Excel
- Strong analytical skills
- Excellent planning and organizing skills
- Business acumen
- Project Management skills
- Conflict resolution skills
- Integrity
- Resilient individual
