Snr Manager: Service Operations

Structural Information

Job number: 10026651

Job title: Snr Manager: Service Operations

Job grade: M4

Group/ BU: Openserve

Division: Openserve

Span of control: 5-10

Reports to: Executive Management

Core Description

Responsible to manage Openserve Commercial Operations, Openserve Debtors and Dispute Management, Openserve Customer Care Centre and Openserve Customer Service Centre and for all commercial matters relating to Openserve Services' business imperatives. Provide inputs to and validation of all new agreements and the commercial implementation of such agreements. Development and management of the necessary commercial processes & systems to meet KPI and SLA measurements, to support Openserve agreements. Manage an efficient dispute and debt collection service for the Openserve customer base in order to meeting Openserve's business objectives and to manage debtors effectively through sound credit management principles.

Job Responsibilities

• Manage Openserve Commercial Operations, Openserve Debtors and Dispute Management, and Openserve Customer Care Centre
• Develop and manage the necessary commercial processes & systems
• Manage an efficient dispute and debt collection service for the Openserve customer base
• Manage resources across the Assurance and Fulfilment Management value chains, to ensure Openserve SME customer satisfaction through effective planning, leadership, coordination, measurement and control
• Manage a professional point of contact interface between Openserve and its customer base
• Build relationships with relevant stakeholders by building and managing internal and external customer relationships
• Obtain required information from key role players
• Drive implementation of solutions
• Monitor and measure success
• Provide team leadership by providing targets and measures for productivity and increased revenue flow
• Apply performance measures and incentives in a fair and equitable manner
• Establish an enabling work environment and culture for optimum staff performance
• Enable employee satisfaction measures
• Motivate, lead, guide and mentor staff
• Set performance targets

Competencies

• Leveraging Opportunities
• Displaying Creativity
• Communicating Effectively
• Sharing Information

Core Competencies

FUNCTIONAL KNOWLEDGE

Legislative Terminology; Regulatory Framework and Terminology Business Plan; Business Processes; Performance Analysis; Problem Solving; Openserve Services Strategy

Functional Skills

Management Policy; Problem Solving; Business Acumen; Commercial Policy; Credit Management Policy; Commercial Law; Industry related Legislation & Regulations

ATTITUDES/ LEADERSHIP COMPETENCIES

Business Leadership; Market Leadership; Organizational Leadership; Personal Leadership; Thought Leadership; Values Aligned with Openserve's Values; Decisive; Studious; Proactive; Team Player; Adaptability; Integrity; Initiative; Adaptability; Persistent; Assertive

Education

• NQF 6: 3 year Diploma/ National Diploma

Experience

• 7 Years relevant experience, of which at least 2 years on management level

Certifications

Special Requirements

Physical Requirements

Key Stakeholders

• Sales
• Marketing
• Legal
• Regulatory
• The fulfilment value chain
• Assurance Value chain
• IT
• Staff
• HR
• Superiors
• Customers