Manager: Digital Fulfilment Operations

Telkom; Gauteng; On-site; ZAR 700,000 - 900,000; Full time

Job summary

A telecommunications company in South Africa seeks a Manager: Digital Fulfilment Operations to oversee digital operations, manage staff, and ensure the achievement of key performance indicators. The ideal candidate will have a relevant diploma and at least 5 years of experience in operations management. Strong skills in administration, customer service, and communication are critical for success in this role.

Qualifications

• 5 years of relevant experience required.
• Strong administration skills and customer service skills are essential.
• Must possess strong communication skills in English.

Responsibilities

• Overall responsible for the operations within the digital environment space.
• Manages staff through quality assessments and operational management.
• Develops processes to enhance delivery services efficiency.

Skills

Business acumen

Customer service

Analytical

Planning & organizing

Transport and warehousing

Education

NQF 6: 3 year Diploma/National Diploma

Job description

Overview

Job title: Manager: Digital Fulfilment Operations

Job number: 10030613

Job grade: M5

Group/ BU: CSB

Division: Telkom Business

Span of control: 1-15

Reports to: Senior Management

Core Description

Overall responsible for the operations within the digital environment space of Telkom which include e-telephone directories nationally and management of digital marketing and web design and etc. This includes ensuring the timely execution of successful sales in line with the relevant organisational KPI(s). Manages the staff of both permanent and short term, invoice processing, quality control and customer liaison among others.

Job Responsibilities

• Quality Assessments
  • Draft Standard Operational Procedures and workflows to meet KPI output of staff, interpret instructions and execute desired output files and prioritise workload.
  • Accurate recording of statistics and project details for weekly/monthly management reports and stakeholders.
  • Address delivery problems timeously and provide solutions to resolve.
  • Extract, execute, measure, test and participate in the Quality Assurance (internal and external) processes (telephone) and compile reports.
• Operational Management and Planning
  • Manages the Operational output channels of all distribution activities.
  • Ensure that the right products are delivered to the right place on time to the correct target market and in the most cost-efficient way possible.
  • Project planning and implementation of business activities or outputs in line with the customer’s expectations.
  • Executes operational plans aligned to business objectives using address lists and spatial maps.
  • Coordinates the supply and delivery of all consumables associated with the delivery of directories through digital model.
  • Ongoing review of suppliers’ performance and tactical re-planning to maintain KPI objectives and performance.
  • Continuously monitor and identify new target markets in line with user needs and target segments.
  • Assess risks, problems and limitations and implement controls and improvements to limit cost and improve efficiency.
  • Updates daily reports on systems to generate performance analysis reports for all channels operations.
  • Adheres to predetermined budgets and cost control of delivery, consumables, staff management, supplies, transports, related logistics, etc.
  • Introduces proactive and reactive distribution tactics to address coverage and penetration problems.
  • Increase the efficiency of the supply chain to cut costs. Implement just-in-time order processors to prevent unused products and materials and reduce storage space.
  • Minimise environmental impact of logistics activities by reducing packaging, planning fuel-efficient routes and reducing the number of trips.
  • Adheres to logistic regulations covering the transport industry, including those covering the environment and health and safety.
  • Supervises Human Capital and other resources and delegates work to staff.
• Quality Delivery Of The Administrative Functions
  • Maintain and identify new processes or/and opportunities to increase delivery services efficiency, reduce costs, and improve customer experiences.
  • Control, monitor, evaluate contractual activities of external drivers.
  • Organisation of staff into efficient warehouse operational teams to meet delivery targets.
  • Continuously guides the supervisor/s and direct reports on operational targets.
  • Recruitment of temporary staff to meet targets.
  • Monitors and motivates staff for the achievement of distribution targets.
  • Draft both fixed-term and temporary employment contracts.
  • Control, monitor, evaluate contractual activities of external distribution drivers.
  • Conduct weekly performance measurements for individuals’ Performance contracts and matrices.
  • Risk assessment and mitigation within the environment.
  • Training and presentation requirements to vendors and internal staff on distribution programs, workflows & procedures.
  • Directory reconciliation at all internal and external outlets.
  • Collecting distribution data from external sources.
  • Invoice checking and finance.
  • Updates and maintains the internal invoice register and communicates with finance as required.
  • Pre-approves all invoices for management after audits.

Core Competencies

Functional Knowledge
Business acumen; relevant business products; Service level agreements, leases and contracts; Computer software; Maps and route planning; South African roads network

Functional Skills
Financial (statements, invoicing, credit notes, reconciliations, quotes, claims); Administration; Client/customer service; Communication; Analytical; Planning & organising; Creative; Transport and warehousing; Project planning and monitoring; Warehouse control

Attitudes/ Leadership Competencies
Conscientious; Self-motivated; Result oriented; Business Leadership; Market Leadership; Personal Leadership; People Leadership; Thought Leadership; Values aligned with Telkom values

Education & Experience

• Education: NQF 6: 3 year Diploma/National Diploma
• Certifications None
• Experience 5 Years relevant experience

Additional Information

• Special requirements: Strong administration skills; Strong customer service skills dealing with large number of customers; Strong English passage
• Physical Requirements: None
• Key Stakeholders: (not specified)