Digitally focussed and providing a truly world class customer experience is a critical part of what Vodafone stands for. From researching a product or service on our website to buying in a way that fits your daily life, to receiving instant help and solutions with customer queries, we want customers to have the most engaging and inspiring experience possible so that they want to join Vodafone and then stay with us because of the standard of service we provide.
As Customer Operations Senior Manager you will lead and manage the centralised customer operation function to deliver a centre of excellence for 5 domains: Fixed Operation, Billing and Payments, Credit and Collection, Back Office Complaints and Customer Data Management. Our strategy is to focus on processes and system automations in a way that operations will be delivered in a cost effective and efficient way by considering quality and ensuring internal and external customer experience remains uncompromised.
You will be responsible for the delivery of a comprehensive billing strategy and process to utilise billing as a key service differentiator for our customers whilst ensuring it is risk and error free to mitigate commercial risk. Building a strategic roadmap to automate and drive efficiencies through a centralised back office function ensuring critical business process such as fixed fulfilment, enterprise activations, are delivered on time, with an expected cost and quality will be key. You are expected to build the capability in terms of systems, process, and people to support the expansion of fixed / mobile for consumer and enterprise. Furthermore, you will build a strategy and processes for credit collection and drive efficiencies in customer data management to reduce regulatory risks and build operations dashboard to monitor and maintain KPIs.
|Job Location:||Doha, Qatar|