Customer Operations Senior Transformation Manager for Vodafone

Job description / Role

Customer Operations Senior Transformation Manager for Vodafone Qatar

Role purpose:
• To develop and grow the sales and retention capability in COPs across all channels
• To embed Sales Through Service activity as BAU into current Call Centre channel, process and practises through change management of those processes and creation of KPIs.
• Responsible for deployment plans and realisation of targets (through offer performance), participating in the programme deployment where appropriate and ongoing as BAU following the technology implementation
• Liaise with other sales channels to ensure an Omni channel experience for sales activities is delivered
• Own the development and the delivery of the KPI’s of key partners to ensure the correct performance is rewarded
• Own the continuous improvement program for COPs and drive results across all major KPI’s

Key accountabilities and decision ownership:
• Deliver agreed revenue targets through Sales Through Service KPIs of Utilisation, Conversion, incentives & Fulfilment. Design and manage the retention strategy across all channels working with commercial functions
• To continually review existing and emerging commercial practices and processes including measuring of ROI for all activities undertaken
• Drive customer experience through effective partner management
• E2E ownership of the continuous improvement program designed to deliver NPS leadership for COPs
• To provide a balanced customer experience through improved commercial business processes without effecting existing customer experience metrics

Key performance indicators:
• TNPS, FTF and NPS
• Sales conversion and revenue
• Employee engagement

Requirements

• Ability to deliver Operational results through developed relationships and collaborative working processes.
• Able to develop strong strategies focused around customer retention
• Understanding of customer KPIs to drive performance for NPS
• Digital experience
• Commercial understanding and how commercial actions drive customer satisfaction

Direct reports: 4

Dotted reports:
• Tele-Sales Call Centre (Consumer & Enterprise)
• Retention Desk (Consumer and Enterprise)

About the Company

Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate.

The group was founded by Suraj Thampi, an entrepreneur who pioneered the business process outsourcing concept in the Middle East in 1998. Having successfully built and sold three companies previously, Vistas is now his fourth venture in the region. In a short period of time, Vistas has emerged as one of the largest professional service companies in the region, employing over 1,300 people across 5 continents, 8 Offices and 5 Time Zones.