Operations Assurance Manager

Job description / Role

Role Purpose:

The purpose of this role is to assure the in-life service operations performance of Vodafone's strategic Products and Partners. Taking inputs from sources such as Product & Partner assessments, Partner feedback, performance data and stakeholder engagement you will build a prioritised backlog of performance improvement opportunities and ensure that services offered to customers across Strategic Products consistently meet agreed service quality levels.
The successful candidate will have experience of engaging and collaborating with Partners and internal stakeholders to define, measure, analyse, improve, and control agreed problems (that have been prioritised through the department's Demand process). You will be required to capture clear problem statements and build strong working relationships with business stakeholders and peers in Partner organizations. You will have the experience required to understand how a Product & Partner's performance is measured against contractually agreed Service Levels, Key Performance Indicators, and targets.

The role will play a supporting and consultative role in developing business intelligence dashboards and in recommending potential new outcome focused targets.
This role will be key to enabling the team to integrate its activities with service and customer relationships management systems and develop centralized digital reporting tools that will provide valuable insights and trending of issues between Vodafone Product and Operations stakeholders and partner organizations.

Key Accountabilities and Decision Ownership:
- Establish productive, collaborative, data-driven relationships with relevant partner organisations and Vodafone stakeholders.
- Develop a consistent set of partner data analytics supported by existing internal teams and relevant partner teams to make ongoing effective data driven decisions.
- Be the point of escalation for Partners and effectively represent their position across Vodafone Business as required.
- Deliver consistent performance improvements through channels of insight between relevant parties in Vodafone and Partner organisations.
- Support operational reviews with Partner and Suppliers.

Requirements

Core Competencies, Knowledge, and Experience:
- 2-3 years partner/ relationship management experience and skills
- Agile mindset, ideally with good level of experience of task prioritisation based on cost of delay, benefit, risk, opportunity, and effort required to deliver improvements.
- Ability to influence decision making at a senior level and manage internal and external stakeholders.
- In-depth understanding of operational performance management best practice
- In-depth experience of data analysis, to surface insights and drive improvement-led decision making
- In depth experience of reviewing and understanding contracts and schedules.
- Previous customer care experience or multi-stakeholder management experience?
- Excellent written, verbal and presentation skills

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.