Role Purpose

Cutting across the corporate and wholesale business, the role will have accountability for the following key KPIS
• Accountability for customer satisfaction including responsibility for meeting NPS and TNPS for the B2B and wholesale business
• Full accountability for meeting SLA (Service Level Agreement) and MTTR Meant time to Restore and Repair) for both presales and post sales across total EBU customer base
• Accountability for end-to-end definition of the customer journey with full responsibility for process audit, process compliance and process re-engineering as applicable
• Management of Sales engineering activities with responsibility for achieving target for quote to order and target for order to cash

Role Responsibility

• Accountable for all customer operations KPIS for the B2B business ensuring processes are designed to deliver optimal experience and working with all stakeholders to deliver and improve on customer experience, to optimize satisfaction customer loyalty
• Lead the service management and Customer experience teams, in ensuring the delivery of best-in-class customer experience measured by a customer satisfaction framework and consistent engagement reviews.
• Identify, define, and drive digital initiatives to reduce ineffectiveness and improve customer satisfaction during delivery and support
• Review and set service performance KPI targets and measures; ensure service performance targets are met.
• Make informed decisions based on customer insights report, indicating customer satisfaction and pain points with regards to our various touch points. (Using relevant customer insights to transform in actions)
• Provide leadership to establish and evolve QA processes, ensuring the use of industry-accepted best practices and metrics to ensure quality goals are met.
• Ensure continuous improvement in lead -to-order and order-to-cash cycle to drive CX and grow revenue and drive change that improves customer experience
• Management of Sales engineering activities with responsibility for achieving target for quote to order and target for order to cash
• Lead the teams responsibility for designing customer solutions to deliver sales target and design the appropriate incentives for optimizing performance of quotes to orders
• Lead all activities for delivering of customer orders, design processes, and reward structure to support the speed of revenue generation and the quality-of-service delivery
• Influence and drive strategic decisions within Business/Technology to align with capabilities, challenges, and opportunities.
• Lead the sales engineering team to ensure the right organization structure, know-how, capabilities, tools, and working methods to achieve the objectives for providing solution design, solution implementation and specialized technical advice.
• Support Product, commercial and sales teams as needed through customer engagements and product/solution design and implementation.
• Drive cost efficiency in overall cost of fixed deployment for Enterprise customers with responsibility for achieving efficiency savings in cost to serve
• Act as Co-Lead for co-creation opportunities with customers and partners in collaboration with Technology, Product and Sales teams, maximizing wallet share and increasing sector revenue
•Take ownership of monitoring the following KPIs
a. NPS & FTF as per group target
b. SLA achievement (fixed & Mobile) as per VOC
c. Delivery SLAs – Resource management
d. Process compliance

Technical / Professional Competencies

• Degree in Telecoms/IT or business studies
• 10 years experience of customer service management in the telecommunications or IT sectors
• Ability to respond quickly to changing priorities and business requirements and to accommodate these within longer term plans and strategies
• Good knowledge of business finance processes and internal controls
• An in-depth knowledge of credit and debt policies
• Relevant experience in Telecom industry and post-paid customer life cycle management
• customer-focused and commercially aware
• Process Re-engineering skills
• Strong relationship management skills and ability to lead and manage cross-functional teams
• Excellent numeracy skills