Manager: Operations Support

Telkom

Gauteng

On-site

ZAR 900,000 - 1,400,000

Full time

16 hours ago

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Job summary

Telkom Openserve is seeking a Manager: Operations Support to oversee FTTH/FTTB retail operations, including Retail order Management, Assurance, and Billing inquiries. You will define and manage retail processes, systems, and lead the operations team to deliver reliable services.

The role emphasizes strategic analysis, KPI alignment, and continuous improvement across platforms. You will drive efficiencies, manage budgets and performance reporting, and maintain strong relationships with

Qualifications

5 years relevant experience.
2 years supervisory experience.
Electrical Engineering/IT degree or Diploma and/or Business Management Diploma/Degree required.

Responsibilities

Support Senior management in strategic Openserve objectives and define KPI-linked goals.
Drive operational efficiencies by developing and integrating retail operations models and platforms.
Coordinate stakeholder engagements and manage service delivery with vendors and internal teams.
Support in budgeting, expenditure and performance reporting.

Skills

Analytical

Coaching

Communication

Decision Making

Project Management

System Thinking

Interpersonal

Planning

Education

NQF 6 National Diploma/Advanced Diploma/Certificate

Electrical Engineering/IT degree or Diploma and/or Business Management Diploma/Degree

Job description

Core 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.

Structural Information

Job number: 10031765
Job title: Manager: Operations Support
Job grade: M5
Group/ BU: Openserve
Division: Openserve
Span of control: 5-10
Reports to: Senior Management

Core Description

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

Functional Skills

Analytical; Coaching; Computer Applications; Communication; Decision Making; Facilitating Techniques; Interpersonal; Organizing Techniques; Planning; Problem Solving; Report Writing Techniques; Telephone Etiquette; Technical Equipment Handling; System Thinking; Decision Making; Interpersonal; Project Management

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

Experience

5 Years relevant experience

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