Job Opportunities at Vodafone

Role Purpose

To create a high value productivity and availability within Vodafone Ghana in support of the VAS business strategy and to maintain high standards of service quality and reliability within the VAS services operations. To act as a high level of operational support for product implementation, network integration/expansion and issue resolution for all VAS network elements. Equipment include (but not limed to) SMSC, EIR, USSDGW, OTA (Device Configurations), Voicemail, Phone Book, USSD API Gateway, USSD Multiplexer, USSD Reseller, Voucher Management USSD,CRBT and IVR. Services include (but not limited to) all Value added service and new innovations platforms that are introduced. 

Job Responsibility

• Provide 2nd level maintenance support for all VAS network elements. This shall include but not limited to all escalations from 1st Line, implementation of platform upgrades and system expansions. 
• Implement project related activities as well as other initiatives within the VAS setup.  
• Provide specialist technical advice and information to IN Ops, VAS & Billing Operations Manager and propose ideas for improvement standards in line with the trends in technology. 
• Execute decisions to maintain service continuity of the VAS platforms and services. 
• Provide relevant technical information/options to enable the IN Ops, VAS & Billing Operations Manager take effective decisions during emergency situations.   
• Ability to take and manage decisions effectively during emergency situations in the absence of the IN Ops, VAS & Billing Operations Manager 
• Implement rollout of routine business requirements including but not limited to Short code changes, Building USSD menus, SMS and USSD code routing requests and other service requests on the VAS platforms to deliver new services and improve on existing services. 
• Engage members of other departments in resolution of issues as well as planning of network related projects. 
• Participate in knowledge transfer sessions across members of the Service Operations team. 
• Provide input into the training needs for the VAS team. 
• Monitor the performance of network vendors during 3rd level issue escalation and provide necessary feedback to IN Ops, VAS & Billing Operations Manager regarding performance and propose ideas for improvement of standards.  
• Provide input and ideas into the assessment of technical feasibility of new products or service propositions from the Business Unit 

Skills

• Network Access Technology
• Monitor and Diagnose
• DevOps
• Service and Delivery Management
• Automation and Robotics_2022
• Cloud_FRHR
• Security
• Digital Enablement
• Maintain and Repair
• Networks and Connectivity
• Business Continuity
• Mobile and Network Security
• Implementation and Integration
• Customer Service /Resolution
• Risk Management and Disaster Recovery
• Complexity Management
• Data Analytics and Insights
• Virtualisation
• Infrastructure Management

Professional / Technical Competencies

• University degree in telecommunications/ electrical/electronic/Computer engineering or Information Technology. 
• 6 or more years experience in GSM and IT in the telecommunications industry. 
• Knowledge in Microsoft Office Package, Unix , TCP/IP, IP Traffic Engineering, Shell scripting, SS7 signaling, SMPP Protocol, Database systems, Diameter, LDAP,SOAP protocols 
• Excellent knowledge of mobile and fixed networks, SMSC, USSD, and Reseller platforms.  
• Good knowledge of Virtualization and Cloud systems.   
• University degree in telecommunications/ electrical/electronic/Computer engineering or Information Technology. 
• 6 or more years experience in GSM and IT in the telecommunications industry. 
• Knowledge in Microsoft Office Package, Unix , TCP/IP, IP Traffic Engineering, Shell scripting, SS7 signaling, SMPP Protocol, Database systems, Diameter, LDAP,SOAP protocols 
• Excellent knowledge of mobile and fixed networks, SMSC, USSD, and Reseller platforms.  
• Good knowledge of Virtualization and Cloud systems.   

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Role Purpose

To manage regional technical operations to deliver and maintain KPIs within SLA to all mobile and fixed customers, ensure effective coordination of all technical work and stakeholder engagement to drive accountability, and to ensure efficient delivery within the outsourced operations for all services.

Job Responsibility

• Achieve and maintain agreed SLAs for fault and new service provision for the fixed and mobile network through effective work allocation and continuous trending to achieve improved performance.
• Drive accountability and efficient delivery within the outsourced operations for all managed services
• Ensure readiness of network to support business demand for growth in fixed & mobile subscribers.
• Ensure workflow processes in both fixed and mobile spaces are optimised to ensure efficient delivery for all regional teams and supporting functions, and ensure effective change management within the Technology function by tracking all changes and ensuring change management process is duly followed.
• Participate in annual operational and strategic planning including sectional budget preparation and provide technical guidance to Commercial, Marketing, Revenue Assurance and Technology Business units.
• Provide clear targets and direction to team and conduct regular performance review meetings, develop a competence developmental plan as well as provide succession plan
• Responsible for service, investment, and operational expenditure within financial limits
• Responsible for all decisions concerning geographic workflow and allocation in accordance with Technology Operations.

Professional / Technical Competencies

• Engineering Degree or equivalent in the relevant Field (Preferable Electrical and Electronic Engineering)
• 5-8 years’ experience of managing a field engineering team
• Knowledge of engineering and quality standards with high level of troubleshooting and problem-solving skills.
• Excellent skills in MS Office, Data analytics
• Proficient in using CAD and Map tools such as AutoCAD and Google Earth
• Service delivery experience, balancing Safety requirement whiles meeting customer needs.
• Experience in the resource management environment.
• Financial acumen, technical understanding, planning skills, work allocation skills, process development and improvement skills, assertiveness, and tenacity.

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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Description

The SCM Ghana Country Lead is to plan, manage and execute spend within all functional budgets with the view to fulfilling stakeholder objectives on time, in full and within budget whiles ensure full compliance to policies and processes.  

To manage the strategic development of all Supply Chain Operational activities including Importing, Warehousing, Logistics, inventory management, Distribution and Fleet management. To build the skills within the team to manage in house and outsourced operations against KPIs and SLAs

Key to success in this role is the application of Category Management (CM) skills and tools in the development and refreshing of category strategies and plans. An excellent application of CM will enable the job holder to deliver on these key imperatives – 

• Assuring continuous availability and security of supplies and supply sources, 
• Protecting the brand and mitigating all potential and real Risks and 
• Creating value by continuously innovating and seeking new opportunities

Job Responsibility

• Operational Performance
  • Manage, maintain and report as necessary all saleable and non-saleable stock performance against KPIs and SLAs
  • Ensure all operational activities are in accordance with company procedures and policies, at all times with staff and customer safety as the uppermost priority during any negotiations or activities with the vendors. SCM is not responsible for all operational activities and H&S
  • Manage Third Party outsourced partners as necessary against contracts, KPIs and SLAs
  • Deliver a robust Quality Control and Process Improvement Program across all departments in line with SCM process 
  • Deliver operational cost efficiencies to meet the free cash flow targets
• Innovation and change
  • Changes & manages behaviors and systems bring about visible improvements in service quality, reducing waste.
  • Collaborate with business and SI partners in the identification and delivery of new SAP standard solutions that align with the global system strategy for EVO. 
  • Capability to operate in a changing environment and to drive significant change into the organization
  • Key accountability is the availability & replenishment of all saleable stock items across all business channels nada against SLAs SCM responsible for the physical movement of stock 
• Leadership and teamwork
  • Provide strategic and tactical leadership and motivation to the Services, Corporate and Technology Supply Chain Management teams
  • Develop personal skills and capability through on-going training, as provided by the company or elsewhere subject to Company approval
  • Seek and continuously develop knowledge and information about competitor activity, pricing and tactics, and communicate this to relevant departments in the Company
  • Manage and motivate staff, train and develop staff, according to company policies and employment laws, and ensure relevant HR procedures are followed (appraisals, discipline, grievance, etc)
  • Manage staff levels and structure within SCM to achieve all SLAs, KPIs within budget and any cost challenges set  Departmental staffing levels not SCM responsibility

Core competencies, knowledge and experience

• At least 8 years’ experience in Supply Chain Operations Senior management, including:
• Operational experience in warehousing and logistics with Six Sigma or Lean Logistics proficiency
• Fleet management experience in negotiating with fleet vendors – SCM is not responsible for management of the fleet
• Experience in demand planning 
• Experience of Import and Export processes and laws, preferably within Ghana
• Experience outsourcing operational activities and ongoing strategic contract management
• Experience in managing operational planning and execution to strict timescales
• Extensive supply chain experience especially in the category management areas with some evidence of process improvement successes.
• Experience in operating at all levels of a business internally and externally

Must have technical / professional qualifications: 

1. Drive & initiative
2. Tenacity
3. Structured thinking & planning
4. Strong influencing skills
5. 3rd Party Start up and management
6. Ability to handle detail while retaining sense of big picture
7. Excellent people-handling & interaction skills
8. Flexibility and ability to climb learning curves very quickly
9. Strong Commercial Acumen
10. Customer-led approach
11. Strong change management skills, proven track record of delivery of subject matter expertise in quality and on time if possible during  implementation of systems in a complex environment 
12. Business acumen and ability to identify varied business problems and suggest solutions, even “out of the box”

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Role Purpose

Responsible for managing and supporting systems in the BSS Stack and managing all issues within agreed SLAs in line with Global/Local business and technical needs of our customers with oversight on maximizing operational efficiency.

Job Responsibility

• Identify business and technical needs to provide the necessary tactical/ strategic steps to evolve the BSS solutions 
• Responsible for monitoring and resolving production support incidents on the BSS stack within SLA and providing timely updates to business on incidents being worked on.
• Provide technical assistance/training to staff as needed 
• Ensure solid support documentation is available on functional requirements, design, and testing to ensure quality output that meets stated business 
• Ensure change and Incident Management Policies are adhered to and assist in Testing and Deployment on all BSS Applications. 

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

Professional / Technical Skills

• Strong technological background, with a qualification in Computer Science or a similar technical discipline
• Must have Application Support experience and strong problem-solving abilities.
• Must possess strong knowledge of end-to-end business and IT processes related to CRM applications, Fraud, and Revenue assurance systems.
• Experience in delivering application solutions based on agreed user requirements.

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Role Purpose

The Alternative Channels Manager provides expert knowledge to deliver the execution of sales activities for both business and consumer customer bases including building and maintaining enablers to support sales processes in line with sales policies and processes, which include administration, training and sales tools.

The Alternative Channels Manager focusses upon the supervision of a team, who focus on activities related to bid management and contract management (delivering the bid processes, service tasks, contract reporting and reviews for the assigned area/market).

Typically reports to the General Sales S&D

Key Accountabilities and Decision Ownership

•  Partner management – recruit new partners, manage the account end to end to deliver key objectives which include but not limited to primary airtime purchases, devices and other sellables. 
•  Creating new channels – Explore new possible channels to expand both reach and coverage relevant to territories 
•  Airtime purchase – ensure assigned monthly primary airtime purchases and secondary sales to prevent out of stocks in trade. 
•  Growth contribution in digital penetration – attainment of the digital airtime contribution assigned to third party reloads.
•  Acquisition of subscribers through the created channels in support of the CMS growth
•  Customer satisfaction – management of trade partners in a mutually beneficial and ethical manner to foster a win win relationship
•  Device Sales – grow subscribers through the sales of devices quality gross adds

Core Competencies, Knowledge and Experience

•  Numerate and strong attention to detail: Able to manage budgets 
•  Demonstrated ability to think strategically and innovatively to make needed business decisions
•  Ability to work in fast-paced environment and resourceful in achieving success while prioritizing and managing multiple responsibilities
•  Strong oral and written communication skills are crucial along with a proven ability to influence others internally and externally
•  Project Management skills

Technical and Professional Qualifications

Minimum of First degree or its equivalent) Master’s degree will be an added advantage

Not a perfect fit?

Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.

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Role Purpose

The Vodafone Heartbeat and Mystery Shopping Analyst will assist the Customer Experience Manager to deliver and improve the overall Customer Experience delivery for the business.  The right candidate will have a deep understanding of customer data and analytics and be able to use that knowledge to drive business decisions.

This includes but not limited to:

1.  Develop, implement, and maintain customer intelligence strategies to identify profitable, potential opportunities in the products space 
2.  Conduct regular competitive research to make informed business decision (Mystery shopping)
3.  Collate and use the Voice of the Customer feedback from Customers to drive change and improve the overall Customer Experience delivery for the business
4.  Measure and provide feedback to all stakeholders on the Voice of the Customer metrics monitoring results.
5.  Drive down detractor reasons through Close the Loop, stakeholder engagements and end to end fixes 
6.  Monitor Voice of the Customer metrics to meet set business objectives

Key Accountabilities and Decision Ownership

1.  Vodafone Heartbeat and Mystery shopping:
   1.  Market SPOC (Ghana) for Vodafone Heartbeat
   2.  Engage Vodafone Group on all changes affecting the Heartbeat platform
   3.  Manage the Vodafone Heartbeat Platform e.g., File Processing, Responses, etc.
   4.  Monitor and Track CXX KPIs for the Ghana Market i.e., TNPS and FTF
   5.  Supervise and manage the Close the Loop team
   6.  Share weekly updates with Senior Management and Key Stakeholders (Cross function)
2. Quality Assurance:
   1.  Support the QA Team on quality assurance checks on Frontline and Customer Operations – On-boarding/Activation and Fault resolution.
   2.  Ensure quality of customer data for all services, customer types and channels
   3.  Provide accurate data analysis and trends to assist management in decision making
3. Business Efficiency:
   1.  Provide accurate feedback to stakeholders on status of Voice of the Customer issues
   2.  Follow up with stakeholders to ensure necessary corrections are made with reference to audit feedback given within stipulated TATs
   3.  Co-ordinate the design and implementation of service performance measurement criteria through customer feedback and conduct benchmarking studies on key processes

Core Competencies, Knowledge and Experience

1.  Customer centric: Able to take a typical customer view and translate to actionable business areas
2.  Result oriented: Able to recommend, execute and take corrective action, where necessary and appropriate.
3.  Excellent stakeholder management
4.  Able to work independently, self-directed and result oriented.
5.  Able to work with cross-functional teams.
6.  Strong analytic skills and ability to quickly grasp the essence of new business and process area
7.  Good writing and presentation skills.
8.  Good Analytical and decision-making Skills

Technical and Professional Qualifications

•  Minimum of a bachelor’s degree in business administration or related discipline
•  Telecommunications Service Quality and Customer Experience
•  Experience using Microsoft 365, especially proficient in Excel, Word & Power point.
•  Data Analytics and Visualizations
•  Project Management Experience
•  Stakeholder Management Experience
•  Good written and oral skills
•  Address other tasks and duties, as assigned by Line Manager

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Role Purpose

The CRM Developer shall work directly with the Developer Specialists and be responsible for the configuration and scripting of the CRM environment, workflow, and business services. This person will be responsible for managing the full life cycle development to customize and enhance the CRM Application including detailed design, configuration, documentation, testing, and deployment.

Job Responsibility

• Identify business and technical needs to provide the necessary tactical/ strategic steps to evolve the CRM solutions 
• Responsible for monitoring and resolving production support incidents on the CRM within SLA and providing timely updates to business on incidents being worked on.
• Provide technical assistance/training to staff as needed 
• Ensure solid support documentation is available on functional requirements, design, and testing to ensure quality output that meets stated business 
• Ensure change and Incident Management Policies are adhered to and assist in Testing and Deployment of the CRM Application 
• Utilize experience in CRM systems development and technical architecture to: 
  • Develop, technical design, configure and component test VFGH CRM solution and custom applications like Sentinel
  • Configure and develop according to approved application design documents and in accordance with Vodafone Group CRM Centre of Experience Standard, scripting and development standards and processes.
  • Create and execute Unit Test scripts.

Professional / Technical Skills

• Solid technological background, with qualification in Computer Science, Telecommunications or equivalent.
• Must have Application Support experience and strong problem-solving abilities.
• Must possess strong knowledge of end-to-end business and IT processes related to Siebel and other CRM applications.
• Demonstrate a strong understanding of client/server architecture on-prem, SaaS, PaaS, and IaaS Architectures.
• At least 2 years’ experience of supporting and developing  Applications 
• Technical hands-on experience coding and providing technical design architecture for one or more of the following technologies: 
• -PHP/Java/React Native/Node JS
• -CSS/JavaScript/HTML5 frameworks (jQuery, Bootstrap, etc)
• -Relational databases Oracle MSQL and SQL Server, MongoDB.
• -Working knowledge of XML, XQuery, and SQL IT Certifications.