Specialist: CVM Channel Ops Management

Telkom SA; Centurion; On-site; ZAR 700,000 - 1,000,000; Full time

Job summary

Telkom SA invites applications for a Specialist: CVM Channel Ops Management in Openserve. The role focuses on managing channel operations, SLAs, and cross-functional campaigns to improve retention and revenue through digital channels.

The incumbent will lead end-to-end CVM initiatives, coordinate with stakeholders, and drive continuous improvement across policies and processes within the Openserve CVM Campaign Management and Operations teams.

Qualifications

• Experience in CVM/channel operations and managing campaigns.
• Ability to interpret reports and drive operational improvements.
• Proven ability to manage SLAs and cross-functional stakeholder alignment.

Responsibilities

• Channel operations management: oversee reports, productivity, SLAs and KPIs.
• Develop end-to-end CVM campaigns from onboarding to retention and revenue.
• Manage stakeholder relationships with regular meetings and SLA negotiations.

Skills

Channel operations

SLA management

Stakeholder mgmt

Reporting & analytics

Training facilitation

Project management

Education

National Diploma in Marketing/Sales or Business

Tools

CRM systems

Job description

Job title: Specialist: CVM Channel Ops Management

Job grade: S5

Group/ BU: Openserve

Division: Openserve

Span of control: 0-5

Reports to: Senior Management

Core Description

Responsible for managing the relationship, operations and performance between CVM Campaign Management and Operations and other identified channels used by CVM. This position will manage the channel SLA's as well as drive In-life, Renewals, Proactive Retention & Revenue Campaign initiatives. The incumbent will be responsible for the implementation, execution and results of various projects. The incumbent will be responsible for all people, process and system changes between Openserve other identified channels. Acts as the custodian and single point of contact of Openserve CVM Campaign Management and Operations team. Will be responsible campaign marketing through digital and other identified channels.

Job Responsibilities

1. Channel operations management:

• Analyse and interpret all digital channel weekly, monthly and quarterly reports.
• Manages digital channel productivity, quality, SLA's and KPI's.
• Ensures the production of relevant, useful and professional reports as required in order to provide intelligence for operational improvements.
• Facilitates all training requirements.
• Facilitates all new product integration.
• Drives and embeds industry best practices.
• Developing and manage end-to-end CVM campaigns—from onboarding to retention—ensuring a seamless journey for the end users.
• Ensures all the necessary operational policies, procedures and processes are clearly documented, regularly reviewed and cascaded throughout the operations.
• Identifies areas of improvement in systems and processes that operate within the centre and to plan, design and implement action within the business protocols.
• Designs detailed operational retention plans per segment.
• Assumes accountability in any projects undertaken by the business unit, ensuring that effective management occurs and deliverables are achieved in a timely and cost-effective manner.
• Manages escalations that originate out of applicable channel.
• Manages relationship in delivery process and escalation process.
• Ensures that applicable deals are communicated and made available to applicable channels.

2. Manages the relationships with all stakeholders:

• Maintains relationships with all identified and applicable channels by having regular meetings to discuss issues, concerns and enhancements.
• Negotiates and oversees the implementation of SLA#s between various divisions involved in In-Life, Renewals, Proactive Retentions and other identified campaigns.

Core Competencies

Functional Knowledge

Marketing and Sales Disciplines/ principles; Commercial, Analytical Thinking and Decision-making; Customer Retention & Loyalty; channel Management; Telecommunication Industry (mobile, fixed and FMC); Legal & Regulatory Frameworks; Operational Planning/ Excellence; Channel operations; Change/ Stakeholder Management; Translate strategy into tactical & operational planning; Project Management; Communication & Report Writing; Presentation Techniques; Continuous Improvement; Customer Centricity; Decision Making; Marketing Techniques; Multi-tasking; Process Management; Relationship Building Team leadership & Staff Management

Functional Skills

Marketing, Communication (written, oral); Stakeholder management; Change management; Lobbying; Negotiation; Change Management; Influencing Techniques/Visionary thinking; Networking; Planning, Organising & Execution; Problem Solving; Research management; Business analysis

Competencies (Behaviour)

Drive for Results; Creative, strategic thinking; Communicating with Impact; Opportunity driven; Interpersonal; Team work; Values aligned to Telkom's values (CHART); Initiative; Influence Certifications

Certifications

• None

Education

NQF 6: National Diploma/ Advanced Diploma/ Certificate in Marketing/Sales or Business/Commerce

Additional Information

Special Requirements:

• A passionate executive and skilled communicator who can articulate both the Telkom vision and market position in a clear and compelling way that immediately generates excitement, enthusiasm and a commitment to team members, peers and external partners
• Customer orientation with the ability to establish and maintain an ongoing partnership with senior business leaders.
• Ability to lead and inspire his/her team and succeed in a fast changing and highly competitive market, keeping the team focused on breakthrough strategies and tactics to best leverage the available budget.
• Executive presence and credibility; with a focus on unquestionable integrity and management skills that allow for instant credibility with employees, peers and both internal and external customers
• Excellent analytical and logic reasoning ability Knowledge of Telkom CRM & Billing systems (advantageous).

Special Requirements

• Valid Drivers license
• Willing to travel
• Willing to work overtime,when required

Physical Requirements

• None

Key Stakeholders

• Key Stakeholders Consumer and SMBS Business Units Market trends and data providers
• External customers/ suppliers/ stakeholders and peers