Manager: Operations Support

Telkom SA; Centurion; On-site; ZAR 800,000 - 1,200,000; Full time

Job summary

Telkom SA is seeking an experienced Retail Operations Manager to oversee FTTH/FTTB retail activities, including order management, assurance, and billing inquiries. The role focuses on defining and managing retail processes, systems and leading the operations team to deliver high-quality service.

The candidate will drive efficiencies across platforms, collaborate with service management for performance, ensure regulatory compliance, and govern budgeting and vendor relationships.

Qualifications

• Experience in retail telecom operations (FTTH/FTTB).
• Strong leadership and people management skills.
• Ability to define and improve operational processes and KPIs.
• Exposure to budgeting, cost control and supplier contracts.
• Knowledge of service management and IT/ICT fundamentals.

Responsibilities

• Lead strategic objectives to define and manage retail operational processes, systems and the operations team.
• Drive operational efficiencies by building and integrating retail operation models and platforms.
• Collaborate with service management to ensure service availability and performance.
• Ensure customers upload RICA documents and manage refunds/cancellations timely.
• Coordinate vendor/supplier services and manage support contracts.
• Guide project scopes, timelines and provide regular progress updates.
• Identify churn indicators and implement retention initiatives with Product and Tech teams.
• Oversee budgeting, expenditure reporting and SLA management.
• Define and implement customer communications standards across the support lifecycle.

Skills

Retail Operations

Team Leadership

Process Improvement

Stakeholder Management

Budgeting

Education

National Diploma/Advanced Diploma/Certificate (ICT/Engineering/Business)

Job description

Responsible for the management of FTTH/FTTB retail operations (including Retail order Management, Assurance, Billing queries, identify and recommend ordering system enhancements) and assurance testing. Responsible to define and manage the retail operational processes, systems and manage the operations team.

Job Responsibilities

Key strategic Openserve objectives (20%)
Support Senior management to drive and champion the strategic analysis and insight as an input to define overall to define and manage the retail operational processes, systems and manage the operations team.
Set goals to maximise shareholder value in the medium to long term and define objectives and KPI's that should be linked to these strategic goals.
Develop technical operational plans, presentations and solutions.
Customise/ operationalise solution/ provide service.

Drive Operational efficiencies (30%)
Develop, build and integrate Retail customer operations models,, platforms and systems.
Ensure service and network availability and performance through the collaboration with service management.
Evaluate/ introduce/ integrate Technology/ Services/ Solution.
Ensure that customers comply and upload all RICA documents.
Ensure Refunds and cancellation requests are processed timeously.

Improve service and platform performance
Research Technology, Solutions and Services.
Suggest and collaborate with stakeholders in system improvement.
Consistently train the team to improve efficiencies.
Understand Fibre technology and work with stakeholders to ensure customer satisfaction.

Manages internal & external customer relationships (10%)
Coordinate vendor/ supplier service.
Maintain support contracts.
Define KPI's for the operations support team.
Liaise with role players and maintain stakeholder engagements.
Conduct complex negotiations.
Monitor and manage performance to improve.
Ensure support staff have access to current product, process , system and troubleshooting information.

Manages Projects (10%)
Support in driving the identification and initiation of strategic initiatives/ project scope.
Work Breakdown structure and timelines.
Provide regular progress updates.
Provide complex technical support.
Transfer technical skills.

Customer retention (10%)
Identify customer dissatisfaction and potential churn indicators.
Establish appropriate retention and save processes.
Analyse cancellation reasons and identify opportunities to reduce avoidable churn.
Work with Product & technical teams to address recurring customer dissatisfaction.

Manages the development of budgets, expenditure and performance reporting (10%)
Generate statistics.
Provide reports.
Supplier contract management.
Service level agreement management.

Customer Communications/ Engagements (10%)
Define standards for customer communication across the support lifecycle.
Ensure customers receive timely notifications regarding:
Delay in Service activation
Faults and Queries
Resolution of faults
Complaints and escalations

Core Competencies

Functional Knowledge
Business Plan: Implement, Information & Communications Technology (ICT) Fundamentals; Network & Service Management; Network, Product & Services Technologies; Operations Management; Relevant Technology, Troubleshooting Techniques; Telkom Policies & Procedures; Telecommunication Network; Organised Labour; Service Management; ER; CFL

Competencies (Behaviour)
Accurate; Approachable; Business Orientated; Conscientious; Customer Focused; Customer Orientated; Dedicated; Goal Orientated; Initiative;Innovative; Integrity; Professionalism; Perseverance; Responsible; Self Driven; Alignment with Openserve Values

Certifications

• None

Education

NQF 6: National Diploma/ Advanced Diploma/ Certificate

Additional Information

Qualifications and experience:
Electrical Engineering/ Information Technology degree or Diploma and/or Business Management Diploma/ Degree.
Experience in a relevant technical (FAMC/SOC)/ business environment and 2 years supervisory experience.

Special Requirements

• Valid Drivers license
• Willing to work flexible working hours

Physical Requirements

• None

Key Stakeholders

Executive
Management
Network Management Centres (surveillance, control & Analysis)
Service Operations Centres
Network and Service Dispatch Centres
Network and Service Field Operations
Service management
Vendors
Network
Organised Labour
Service Management
ER
CFL
Telkom Mobile