Job Openings at Vodafone

About The Job

Role Purpose

• Key interface for service request/resolution management; working as a full member of the Mobile Solution team responsible for processing and resolving mobile incidents.
• The Mobile Resolution Manager will assist the Customer Operations Manager to ensure the overall design and execution of Second level Support Mobile Experience for Vodafone Ghana 

This include but not limited to:

• To provide professional inputs in the provisioning/resolution of mobile services for consumer and corporate accounts. 
• Track all mobile incidents and escalate failed processing and system related issues. 
• To contribute professionally to commercial/VBS operation activities as part of the strategy to safeguard and grow profitable revenues.  

Key Accountabilities and Decision Ownership:

• Responsible for supporting all internal mobile service provisioning/resolution as well as requests escalated from the retail shops and other sales channels. This includes ensuring that set standards are met and end to end provisioning process  duly followed  
• Support the Mobile Solutions Manager in developing operating provisioning/resolution processes and procedures to offer improved customer experience for corporate and consumer accounts.
• Work with the Mobile Solutions Team in developing a service request/resolution strategy to ensure completion of all requests within agreed timelines.
• Support the Mobile Solutions Manager to reduce or eliminate mobile challenges, track and escalate all processing/system related issues via laid down processes and procedures
• Responsible for resolving MDP related complaints escalated to the team.  
• Manage the implementation of new product propositions in the billing system.
• Full integration of quality management processes within the Mobile Solutions team and their effective deployment on a day-to-day basis.
• Provide daily performance data to support management decision-making.
• Ensure full compliance with telecommunications licence provisions, sector regulations and competition laws. 
• Generate weekly and daily reports and update all stakeholders  
• Maintain effective working relationships with internal and external suppliers. Build strong relationships with key stakeholders within Technology to ensure full benefit is made of their services in relation to reporting and business intelligence.
• Help identify training needs for retail, AD/franchised shop agents, and recommend appropriate training for them.
• Identify and report major mobile service concerns and work with stakeholders to define and resolve the issues.
• Agree a set of performance KPI targets and measures; regularly assess and report on provisioning/resolut

Core Competencies, Knowledge and Experience:

• Contribute to the Vodafone Ghana sales plan and budget, providing relevant inputs. 
• Experience of designing, implementing and operating integrated channel management systems in an enterprise solutions environment. 
• Ability to present compelling business cases for investment in integrated channel management.  
• Ability to exercise "thought leadership" throughout Vodafone Ghana and customer organisations. 
• Ability to lead an integrated channel management project team, motivating others to achieve targets. 
• Analytical thinker who can plan/execute action to exploit business opportunities. 
• Ability to respond quickly to changing priorities and business requirements and to accommodate these within longer term plans and strategies. 
• Utmost professional integrity. 

Technical and Professional Qualifications:

• Degree or equivalent in IT, business studies or related discipline 
• 3 years’ experience of customer service management, mobile service resolution in the telecommunications or ICT sectors 
• Knowledge of the telecommunications sector 
• Experience of implementing/working with IT systems
• Sound commercial acumen 
• Good relationship building skills 
• Knowledge of Mobile Fixed products 
• Experienced in statistical analysis 
• Ability to work in matrix teams 
• Experience in using Microsoft word, Excel, PowerPoint

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About The Job

Role Purpose

• To provision all Fixed and Mobile Service requests sold through Retail Shops, Vodafone Business and CBU channels. 
• Track all service requests and escalate delays and other system related issues. 
• To contribute professionally to commercial operation activities as part of the strategy to safeguard and grow profitable revenues. 
• To ensure the setup of Mobile Money Organisations.

Key Accountabilities and Decision Ownership:

• Managing E2E of Fixed Broadband on- boarding applications
• Validate and create Fixed applications from FBB online portal in the ordering system (CRM and Unik ) for survey.
• Create FBB accounts for Qualified applicants 
• Manage end to end FBB acquisition process to ensure that all support teams perform their activities with agreed timelines and also track the process to identify and correct process fall outs.
• Monitor, manage and process fallout orders
• Identify and raise any system or process gap that may impact the on-boarding experience for a quick resolution.
• Correction of backend errors
• Ensure delayed or breached applications are monitored, tracked, and fulfilled within a given ETR (Expected Time to Resolve)
• Confirm service installation with customer and subsequently close service order in the ordering system.
• Manage closed but uncompleted service requests 
• Validate and process Refunds requests
• Update of customer records in the ordering systems (CRM and Unik )

Daily Bin management

• Managing E2E of VB Service requests:
  • Validate, filter and create Mobile service applications in the ordering system (Enterprise and Consumer)
  • Service activation for single and bulk orders.
  • Monitor and manage progress of E2E activation for bulk and single orders
  • Manage Account Managers throughout the activation process
  • Ensure provisioning challenges triggered by systems are identified and communicated to the system owners for onward resolution
  • Execution of bulk request in the ordering system (CRM)
  • Correction of backend errors on provisioning.
  • Ensure delayed or breached applications are monitored, tracked and fulfilled within a given ETR (Expected Time to Resolve)
  • Confirm service request completion in the Ordering and backend systems.
  • Provide pre and after sales support to the Mobile Direct Sales team
  • Delivery of Devices and Sim cards to customers after provisioning
  • Record keeping of delivered devices and Sim Card to customers
  • Update of customer records in the ordering systems (CRM and Unik)
  • Daily Bin management

Core Competencies, Knowledge and Experience:

• Mobile Money Merchant /Agent/Operators and TILL Creation
  • To set up Agents and Merchants through the creation of hierarchies per SLA
  • Create Super Agents
  • Create Merchants & Operators
  • Create Child Stores
  • Create TILL & Operators
• Customer management:
  • Update unqualified Fixed service applicants and offer alternative service
  • Manage applicants whose requests (Surveys and installations) are not honoured within SLA.

Technical and Professional Qualifications:

• Sound commercial acumen
• Good relationship building skills
• Knowledge of Mobile and Fixed Line products
• Experienced in statistical analysis
• Ability to work in matrix teams
• Experience in using Microsoft word, Excel, PowerPoint 

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About The Job

Role Purpose

• Provides legal advice and support to Vodafone on litigation and dispute resolution under the supervision of the Litigation Manager where appropriate.
• This includes acting in an advisory capacity, drafting pleadings and opinions attending court to represent the Company and any such other duties to be determined from time to time.

Key Accountabilities and Decision Ownership:

• Has day to day responsibility for accurate, effective and timely legal advice, analysis and support for Vodafone on litigation matters and dispute resolution taking into account the legal environment
• Identifies areas of risk for Vodafone in relation to litigation issues and dispute resolution and assists in providing solutions to manage the risks
• Drafts and negotiates any relevant legal documents relating to litigation matters and disputes for Vodafone
• Works with tax, regulatory and other functions within Vodafone to develop effective structures for resolution of litigation
• Influences and assists in discussions between clients and other functions within Vodafone to ensure the best legal solution to meet litigation and dispute resolution objectives and to encourage best practice
• Where appropriate, acts as the day to day interface between Vodafone and external counsel and provides information and instructions to external counsel on specific matters
• Work closely with the relevant teams to prepare and advise on the best channels to ensure effective debt collection across the business.

Governance and Reporting:

• Preparation of monthly litigation reports to Litigation Manager and update on main litigation issues to inform business decisions and effective budgeting.
• Liaise with the Litigation Manager and agree on approach to litigation pending litigation issues and risks involved.
• Responsible for ensuring compliance to legal structures with regards to Litigation.
• Work closely with External Counsels and advise the business on key developments and risks associated with legal cases.

 Core Competencies, Knowledge and Experience:

• A minimum of 5 years’ experience at the Ghana Bar with extensive experience in litigation.  
• Excellent advocacy skills.
• A comprehensive and practical knowledge of the Ghanaian Legal and Court system. 
• Excellent communication skills - oral and written. 
• Commercial solutions orientation to legal problems. 
• Strong analytical, problem solving and strategic abilities. 
• Results orientated with a process improvement and commercial focus.

Technical and Professional Qualifications:

• Should be a member of the Ghana Bar Association and like international associations for a minimum of 5 years.
• Experience of working in a multinational organization would be an advantage. 
• Experience of working in a technology company would be an advantage.