Retail Fiber Operations Manager

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

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.