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  • Posted: May 8, 2023
    Deadline: Not specified
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    Vodafone Ghana, formerly Ghana Telecom, is the national telecommunications company of Ghana. The company in Ghana operates under Vodafone Group Plc - the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States.


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    CXX Monitoring & Reporting Analyst

    About The Job

    Role Purpose

    • The CXX Monitoring & Reporting Analyst will assist the Customer Experience Manager to ensure the overall quality assurance of customer experience and operations for Vodafone Ghana.

    This include but not limited to:

    • Monitor and evaluate quality systems and processes for COPs and Mobile business.
    • Develop robust customer journeys (digital and mobile) by collating customer feedback, analysing data, and creating reports for the management team.
    • Ensure all customer journeys are efficient and serving the customer’s needs through periodic testing, feedback sharing and improvement.
    • Support the Process and Project Execution Manager to develop, simplify and automate processes for the business.

    Core Competencies, Knowledge and Experience:

    • Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
    • Analytical thinking and good decision-making skills
    • Excellent stakeholder management
    • Result-oriented – able to recommend, execute and take corrective action, if appropriate
    • Able to work independently, self-directed and solutions-oriented
    • Strong analytic skills and ability to quickly grasp the essence of new business and process area
    • Ability to work with cross-functional teams
    • Good writing and presentation skills.
    • Leadership and Teamwork:
      • Work proactively with all stakeholders to deliver exceptional performance on all deliverables:
      • Communication
      • Influence and present to DTCOPS Leadership
      • Influence other stakeholders to deliver on timelines
      • Able to build relationships with key stakeholders

    Technical and Professional Qualification:

    • Minimum of a High National Diploma (HND) or a bachelor’s degree in business administration or related discipline

    Technical competencies: 

    • Project Management Experience
    • Six Sigma or related certification will be an advantage
    • Telecommunications Service Quality and Customer Experience will be an advantage
    • Experience using Microsoft Office especially proficient in Excel, PowerPoint & Visio
    • Outstanding knowledge of database systems and report management software applications
    • Stakeholder Management Experience

    go to method of application »

    Analyst, Technical BI Developer

    About The Job

    Role Purpose

    • Ensure successful undertaking of data collection, pre-processing and analysis of data
    • Supervise the delivery of accurate, insightful and timely analysis into the performance of the business 
    • Employ the innovative use of technology to automate and improve the quality, relevance, and timely generation of business reports
    • Manage engagement with business stakeholders during delivery of requests
    • Drive continuous improvement to create efficiencies in service delivery.

    Core Competencies, Knowledge and Experience

    • Leadership and Teamwork:
      • Must be able to work effortlessly within the team and across the business to drive discussions on business performance
      • Must show initiative and anticipate the needs of the team and work proactively to deliver the necessary support
    • Innovation and Change:
      • Must have a natural inclination for seeking out new ideas and opportunities
      • Should exhibit creativity in approaching everyday challenges in the workplace
      • Design, automate and disseminate interactive business dashboards to generate actionable insights
    • Drive:
      • Must be able to plough through challenges and see all tasks to their conclusion
      • Constructively challenge and assist business functions(CBU, EBU, DT-COP) with data and insights to manage customer base, reduce churn and develop exciting products
    • Technical Competence:
      • Must have strong analytical, conceptual and problem solving abilities
      • Must possess excellent attention to detail
      • Knowledge in SQL, Oracle database and Python;
      • 3+ years’ experience using business intelligence tools (e.g. Tableau , Oracle Analytics Server) and databases
    • Communication:
      • Must be able to communicate confidently both orally and in writing. Presentations to the business is a normal requirement for this role
      • Must have good interpersonal skills to support working closely with the different functions within the business
    • Technical and Professional Qualifications:
      • A Bachelor’s degree in in Mathematics, Economics, Computer Science, Information Management or Statistics
      • Knowledge in SQL, Oracle database and Python;
      • Prior experience in the telecoms industry (an advantage but not required)
      • Knowledge of revenue streams within the telecoms industry (an advantage but not a requirement)
         

    go to method of application »

    Business Performance Specialist

    About The Job

    Role Purpose
    The Business Performance Specialist:

    • Using machine learning tools to select features, create and optimize classifiers and carrying out pre-processing of structured and unstructured data.
    • Support the delivery of accurate, insightful, and timely analysis into the performance of the business.
    • Weekly business rolling forecast inputs and actuals tracking
    • Employs the innovative use of technology to automate and improve the quality, relevance, and timely generation of reports and dashboards.
    • Demand management
    • Provide automated reports & visualizations for financial and non-financial reporting
    • Support in Internal Management data & reports

    Key Accountabilities and Decision Ownership:

    • Ensure the delivery of accurate, insightful, and timely analysis into the performance of the business.
    • Partake in projects using advanced data modelling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization opportunities.
    • Work closely with the Finance Business Partners and Commercial Analyst for all their data requirements
    • Provide analytics and insights to the business on consumer behavior
    • /usage and the impact of network performance on service revenue and prepare all business forecast.
    • Support to provide data and insights to the commercial business units and finance decision support teams to aid in conducting post-implementation reviews on newly launched products.
    • Propose solutions and strategies to business challenges and lead the documentation and maintenance of business reporting definitions.
    • Data mining or extracting usable data from valuable data sources and processing, cleansing, and validating the integrity of data to be used for analysis
    • Analyzing large amounts of information to find patterns and solutions and Developing prediction systems and machine learning algorithms
    • Liaise with product owners, EBU FDS and the Commercial teams to develop profitability models and automate it for decision making
    • Analyze aged debt data, to understand customer behavior and liaise with the Credit Control team to develop debt collection strategies
    • Provide support to the team in analyzing business performance, trends etc.

    Core Competencies, Knowledge and Experience

    • Leadership and Teamwork:
      • Must be able to work effortlessly within the team and across the business to drive discussions on business performance
      • Must show initiative and anticipate the needs of the team and work proactively to deliver the necessary support
    • Innovation and Change:
      • Must have a natural inclination for seeking out new ideas and opportunities
      • Should exhibit creativity in approaching everyday challenges in the workplace
      • Design, automate and disseminate interactive business reports to generate actionable insights.
    • Drive:
      • Must be able to plough through challenges and see all tasks to their conclusion
      • Constructively challenge and assist EVM and the new Product development teams with data and insights to manage customer base, reduce churn and develop exciting products
    • Technical Competence:
      • Good applied statistical skills, including knowledge of statistical tests, distributions, regression, maximum likelihood estimators, etc. Proficiency in statistics is essential for data-driven decision making.
      • Must have strong analytical, conceptual, and problem-solving abilities
      • Must possess excellent attention to detail
      • Proven experience using excel
      • Experience using business intelligence tools (e.g. Tableau)
      • An understanding of budgeting procedures, methods and evaluation criteria.
    • Communication:
      • Must be able to communicate confidently both roally and in writing.
      • Presentations to the business is a normal requirement for this role
    • Technical and Professional Qualifications:
      • A Bachelor’s degree in Accounting, Finance, Engineering, Computer Science or Mathematics/Statistics, Actuarial Science.
      • Prior experience in the telecoms industry (an advantage but not required)
      • Knowledge in AI/ML, SAP, HFM, SQL, Python, R , Power BI, Tableau and other relevant system software
      • Knowledge of revenue streams within the telecoms industry (an advantage but not a requirement)
      • Knowledge in SAP, HFM, SQL, Python, R Tableau and other relevant system software (an advantage)

    Method of Application

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