Business Support Order Management

Nexio; Gauteng; On-site; ZAR 350,000 - 550,000; Full time

Job summary

Nexio, in partnership with Vodacom, seeks a Business Support Specialist to manage the end-to-end order lifecycle for fixed and mobile services. You will ensure accurate order capture, proactive progress tracking, and timely closure across multiple stakeholders.

The role emphasizes governance, data integrity, and adherence to SLAs to deliver excellent customer experience and support revenue realization.

Qualifications

• Matric or equivalent.
• Over 5 years' experience in Order Management, supporting end-to-end lifecycle of fixed and mobile service orders within Vodacom.
• Strong understanding of order fulfilment, provisioning, billing readiness, service activation, and customer onboarding processes.
• Extensive experience managing order escalations, resolving process exceptions, and driving cross-functional collaboration.
• Proven ability to perform order reconciliations, identify process gaps, and implement corrective actions.
• Strong analytical and stakeholder management skills with track record of continuous improvement.

Responsibilities

• Manage end-to-end order lifecycle from order capture to fulfilment and closure.
• Validate customer orders to ensure completeness and accuracy.
• Monitor order progress and proactively resolve delays, exceptions, and escalations.
• Liaise with Sales, Service Delivery, Finance, Operations, and external stakeholders to facilitate order fulfilment.
• Track and report on KPIs, service levels, and operational performance.
• Investigate order fallouts, escalations, and process failures, implementing corrective actions.

Skills

Communication

Stakeholder engagement

Pressure handling

Continuous improvement

Automation mindset

Integrity & accuracy

Education

Matric

Tools

CRM

Order management

Billing systems

Reporting tools

Job description

ROLE PURPOSE

A vacancy exists for a Business Support Specialist within the Order Fulfilment Team at our Vodacom Business Customer. The role's primary function will be to provide operational, administrative, and customer support across the Order Management lifecycle by ensuring the accurate processing, tracking, fulfilment, and closure of customer orders. The role is responsible for coordinating activities across multiple stakeholders, maintaining data integrity, resolving order-related issues, and ensuring adherence to service level agreements (SLAs) to deliver excellent customer experience and support revenue realization.

ROLE REQUIREMENT

Billing Operations

• Manage the end-to-end order lifecycle from order capture to fulfilment and closure.
• Validate customer orders to ensure completeness and accuracy.
• Monitor order progress and proactively resolve delays, exceptions, and escalations.
• Liaise with Sales, Service Delivery, Finance, Operations, and external stakeholders to facilitate order fulfilment.

Order Management Governance

• Monitor compliance with Order Management policies, processes, and governance frameworks.
• Ensure orders are processed in accordance with business rules, controls, and SLAs.
• Conduct audits and quality reviews to identify process gaps, risks, and non-compliance.
• Track and report on key performance indicators (KPIs), service levels, and operational performance.
• Investigate order fallouts, escalations, and process failures, ensuring corrective actions are implemented.

Stakeholder Management

• Establish and maintain strong relationships with key stakeholders across the business.
• Facilitate communication and collaboration between departments involved in order fulfilment.
• Act as the primary point of contact for order management governance-related queries and escalations.
• Ensure stakeholders understand and comply with Order Management policies, processes, and service levels.

Continuous Improvement

• Identify process gaps, bottlenecks, and inefficiencies within the order management lifecycle.
• Analyze operational data and performance metrics to recommend improvement opportunities.
• Lead and support continuous improvement projects aimed at enhancing quality, productivity, and customer satisfaction.

PROFESSIONAL COMPETENCIES

• Strong communication and stakeholder engagement skills.
• Ability to work under pressure and meet deadlines.
• Continuous improvement and automation mindset.
• High level of integrity, accuracy, and accountability

QUALIFICATIONS & EXPERIENCE

• Matric

• Over 5 years' experience in Order Management, supporting the end-to-end lifecycle of fixed and mobile service orders within Vodacom.

• Strong understanding of order fulfilment, provisioning, billing readiness, service activation, and customer onboarding processes.
• Extensive experience managing order escalations, resolving process exceptions, and driving cross-functional collaboration with Product, Technology, Billing, Finance, and Operations teams.
• Highly proficient in Vodacom operational systems, including CRM, order management platforms, billing systems, and reporting tools.
• Proven ability to perform order reconciliations, identify process gaps, and implement corrective actions to ensure order accuracy and revenue protection.
• Strong analytical and stakeholder management skills, with a track record of driving continuous improvement initiatives and enhancing customer experience.