Job Opportunities at Vodafone

About The Job

Role Purpose:

• To execute a holistic second line support to the Experience Centre (EC), for the benefit of all VCASH customers, both internal and external. 
• To act as an interface between the Mobile Financial Services (MFS) and the Digital Transformation & Customer Operations (DT&COPS) Functions; providing co-ordination and communication to enable the resolution of all incidents/outages and Service Requests logged for the Mobile Financial Services Solutions (MFSS) unit. 
• To ensure the setup of Mobile Money Organisations, Agents, Merchants, TILLs, Operators etc.

Key Accountabilities and Decision Ownership:

• Follows up on all issues received to closure
• Acts as a Point of Contact for MFSS issues in relation to queries, resolutions and escalations from stakeholders.
• Scrutinizes data reports and gives appropriate feedback to team and Line Manager. 
• Acts to solve and escalate where necessary, discovered problems/issues in line with set processes and procedures.
• Provides accurate and up to date information on a regular basis to keep team and Line Manager informed of any problems. 
• Per SLA, sets up Agents through the creation of hierarchies (Super Agents, Merchants, Child Stores, TILLs, Operators etc.).
• Supports stakeholders in Consumer education /VODAFONE CASH Agents Forums, PR events aimed at increasing agents and customer education, conferences and Expos.
• Improves overall team function capability and effectiveness.
• Ensures that all Non-CRM incidents resolved are collated and saved on a fileserver daily in preparation for the weekly report.
• Has comprehensive and working knowledge of all relevant Vodafone Cash products, services and processes

Core Competencies, Knowledge and Experience:

• Manages workflows and Service Level Agreements whilst maintaining compliancy and processes. 
• KPI performance monitoring and ensuring that the team’s SLAs are weekly met.
• Prioritize and look for better and simpler ways of resolving issues raised by both internal and external customers (e.g., EC, Retail/AD Shops).
• Identifies gaps in Agents support processes and provide simpler solutions of resolving issues.
• Must be ready to respond to escalation from calls, emails, SMS and, from all digital sources including weekends/holidays and after 5pm.
• Ability to man the MFSS unit alone when the need arises and address all Service Requests and emails.
• Reporting of fraud scams proactively to the VODAFONE CASH fraud team and VODAFONE CASH or Line Manager.
• Assist in all products testing before and after go-live
• Support Banks’ requests (including Bank Bilateral) via email and Charge Back portal.

Technical and Professional Qualifications:

• Degree in Engineering / IT / Mathematics /Accounting, Economics or Finance or HND with at least 2 years of work experience with related discipline
• At least 3 years’ experience in the Back Office of a Mobile Money Company or a related discipline
• Excellent computer knowledge (especially in Excel, data analysis and Power point)
• Strong communication and decision-making skills – ability to balance conflicting interests.
• Proactive individuals with a flexible and adaptable approach to their work and a proven track record demonstrating that he/she is a team player, has strong influence, customer centric and agile.
• A working Knowledge of Vodafone Cash products and services. 
• Ability to communicate effectively to technical and non-technical customers.
• Must have strong Customer Experience to manage customers
• Must be ready to work on shift (occasionally on weekends/holidays and at odd times).

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About The Job

Role Purpose

• The role will support the development and execution of Vodafone Ghana’s Foundation & Sustainability Strategy and the ‘Purpose-Led Organisation’ initiative. 
• It will assist in managing key initiatives and projects, social and corporate related risk and opportunities to protect, build reputation and brand value. 
• The role involves studying trends across other markets to enhance Vodafone Ghana’s delivery in related areas. 
• The Foundation & Sustainability Specialist will also act as the project manager and lead for the delivery of Vodafone Group Special Sustainability Projects.

Key Accountabilities and Decision Ownership:

• With guidance from the Foundation and Sustainability Lead Ghana, develop and implement the Foundation and Sustainability Strategy of Vodafone Ghana. 
• Develop action plans with defined objectives, targets and responsibilities to deliver on agreed strategy based on the blue print of Vodafone Group’s foundation and sustainability approach.
• Ensure appropriate internal controls and measures are in place to support sustainability activities. 
• Explore partnership options with external organizations to deliver on foundation & sustainability initiatives.
• In collaboration with external communications, develop campaigns that positions Vodafone Ghana as the most corporate and socially responsible organisation in Ghana.
• To support financial management of the Foundation accounts.

Project Management :

• Be the key contact for VF Group’s Special Projects. Work on the end-to end delivery and smooth operation of such projects and be the key liaison between VFGH and other stakeholders on issues that may arise with regard to the assigned project.
• Be the Project Manager for the end-to- end management and operationalisation of the Data for Good Project. 
• Coordinate teams within Vodafone Ghana (legal, Security, IT, Foundation and all other stakeholders) to ensure delivery on the Data For Good project. 
• Manage schedules within Vodafone Ghana for project calls, meetings, etc.  
• Work with Vodafone Technology teams on the technical requirements and obligations regarding data from Vodafone server to Flowminder server.
• Some of the technical requirements the role will work with Technology on include (but not limited to) the following:
• Accessing status of existing equipment and software.
• Network and secure remote accessing. 
• Reviewing protocols, networking and storage requirements for the transfer the dataset. 
• Collecting and ensuring completeness of pro-forma documentation from Security and Legal.
• Maintaining data pipeline. 
• Troubleshoot data pipeline. 
• The role will also provide regular updates to Flowminder (Data Processor of the Data for Good project), Vodafone Group Foundation, Ghana Statistical Services and other stakeholders.
• Adopting the Prince 2 Project Management methodology, the role will ensure all documentation for projects are prepared and presented to stakeholders and auditors as required on timely basis.
• It will keep an updated tracker and dashboard of progress on all assigned projects with timelines and provide regular updates to stakeholders with the sign-off of the Foundation and Sustainability Lead

Governance and Reporting:

• Preparation of project reports and documentation for audit. 
•  Analysis of sustainability trends and best practices across VF Group markets. 
• Ensuring the smooth end-to-end running of the data from VF GH to Flowminder. 
• In consultation with the Corporate Relations Manager, provide regular updates to key stakeholders on all VF Group projects assigned. 

Core Competencies, Knowledge and Experience:

• Excellent interpersonal, communications and reporting skills.
• Fluent in Microsoft software applications e.g. Word, Power Point, Ms Projects, excel.
• Ability to manage multiple projects simultaneously.
• Must be structured and concise in approach to the delivery of work.
• Must be able to build collaboration with internal and external partners to drive Vodafone Ghana’s sustainability agenda. 
• Knowledge of environment preservation interventions. 
• Ability to work with people effectively at all levels both within and outside the organisation. 

Technical and Professional Qualifications:

• A minimum of Bachelor’s Degree in a relevant field
• Project Management Certification: Prince 2, PMP and other recognised project management certification.

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About The Job

Role Purpose

• Responsible for managing and collection all the outstanding accounts receivables form clients and customers. 
• In addition, be responsible for other aspects of collections, resolve customer billing problems and reducing the amount of accounts receivables.

Key Accountabilities and Decision Ownership:

• Ensure compliance to dunning policies to curtail churn. 
• increase cash by collecting all current revenue and not more than 5% of aged debt should be more than 90 days
• Contribute to curtailment of Bad debts through Faster & higher collections in 30-60 buckets and higher recoveries in 90+ buckets. 
• Ensure that on a monthly basis, all customers in your base receive their bills and are set up on ebilling 
• Meet retention target through customer issue resolution. 
• Ensure 100% of dispute resolution before next billing cycle from the month raised
• Adjustment & Reconciliation to be completed before the next bill cycle from the month raised 
• Work with Account Managers to ensure that all terminated accounts are stopped from billing and adjustments passed
• Ensure dunning process is strictly followed and defaulters disconnected on all synced platforms. 
• Ensure accurate reporting of your collections 
• Prompt logging of Payments made by customers 

Core Competencies, Knowledge and Experience:

• Contribute to decisions on Collections in Vodafone Ghana and meet monthly collections target 
• Prepare personal collections forecast weekly based on allocated accounts for reporting 
• Comply with all companies rules and policies 
• Perform other requests made by line manager, 
• Report all collections related issues to line manager and recommend improvements.
• Visit customers for the purposes of mediation, negotiation and debt collection Liaise with Sector Account Managers to ensure all customer grievances relating to collections are resolved or escalated where necessary 

Technical and Professional Qualifications:

• Must have a bachelor’s degree minimum 
• Knowledge in Accounting 
• Public accounting or Private industry experience 
• Prior revenue recognition experience is required 
• Minimum of 2-4 years’ experience is required. 
• Relevant experience includes Finance, Auditing or Revenue Recognition experience in a Telecoms Company.
• Must have understanding of financial statements and financial systems 
• Ability to create accurate reports to meet internal reporting and analysis requirements 

go to method of application »

About The Job

Role Purpose

• Responsible for managing and collection all the outstanding accounts receivables form clients and customers.
• In addition, be responsible for other aspects of collections, resolve customer billing problems and reducing the amount of accounts receivables.

Key Accountabilities and Decision Ownership:

• Ensure compliance to dunning policies to curtail churn. 
• increase cash by collecting all current revenue and not more than 5% of aged debt should be more than 90 days
• Contribute to curtailment of Bad debts through Faster & higher collections in 30-60 buckets and higher recoveries in 90+ buckets. 
• Ensure that on a monthly basis, all customers in your base receive their bills and are set up on ebilling 
• Meet retention target through customer issue resolution. 
• Ensure 100% of dispute resolution before next billing cycle from the month raised
• Adjustment & Reconciliation to be completed before the next bill cycle from the month raised 
• Work with Account Managers to ensure that all terminated accounts are stopped from billing and adjustments passed
• Ensure dunning process is strictly followed and defaulters disconnected on all synced platforms. 
• Ensure accurate reporting of your collections 
• Prompt logging of Payments made by customers 

Core Competencies, Knowledge and Experience:

• Contribute to decisions on Collections in Vodafone Ghana and meet monthly collections target 
• Prepare personal collections forecast weekly based on allocated accounts for reporting 
• Comply with all companies rules and policies 
• Perform other requests made by line manager, 
• Report all collections related issues to line manager and recommend improvements.
• Visit customers for the purposes of mediation, negotiation and debt collection Liaise with Sector Account Managers to ensure all customer grievances relating to collections are resolved or escalated where necessary 

Technical and Professional Qualifications:

• Must have a bachelor’s degree minimum 
• Knowledge in Accounting 
• Public accounting or Private industry experience 
• Prior revenue recognition experience is required 
• Minimum of 2-4 years’ experience is required. 
• Relevant experience includes Finance, Auditing or Revenue Recognition experience in a Telecoms Company.
• Must have understanding of financial statements and financial systems

go to method of application »

About The Job

Role Purpose

• Responsible for the management of Vodafone Ghana’s (VFG) electronic and paper records from their creation through to their disposal. 
• The role holder will ensure all records of VFG are kept and disposed in accordance with Laws of Ghana.
• The role holder will work with the Technology Team to develop Share Points to serve as an archive for the business. 
• The role holder will monitor and propose measures to ensure VFG remains compliant with all requirements of records management and disposals.  
• Additionally, the role holder will provide legal assistance and administration support to the Legal Team. 
• The role holder will be responsible for the preparation, recording and registration of legal documents.

Key Accountabilities and Decision Ownership

• Record Keeping:
  • Coordinates the development of record keeping systems such as electronic repositories (SharePoint), taxonomies, classification schemes and controlled vocabularies to aid users in meeting requirements for access, retention, disposition and protection of information.
  • Coordinates and ensures the requirements for SharePoint electronic record repositories and for records with special access or long-term retention are met.
  • Coordinates and assess user needs based on assessment of records, processes, storage, interviews with users and reviews of current methods and procedures and develops action plans for improvement.
  • Analyses and evaluates current records management policies, procedures and processes, and develops and implements recommendations for improvements.
• Legal Support:
  • Has day to day responsibility for management of cases and contracts.
  • Prepares weekly and quarterly reports, correspondence and briefing papers for legal team management.
  • Acts as first point of contact for escalation of specific legal policy issues to line manager.
  • Acts as coordinator for all matters relating to Intellectual Property (Copy Rights, Trade Marks etc.)
  • Responsible for maintaining effective database for trademarks, cases and contracts.
  • Recommends ideas and practical solutions for improvements of case management.
  • Supports litigation lawyers with needed records for case management 
• Monitoring:
  • Monitors records retention activities and recommends corrective actions or changes to conform to business policies, national regulations and modern records management practices.
  • Analyses records inventory results and develops and communicates records retention schedules.
  • Coordinates with business units and Information Technology to incorporate information lifecycle management in accordance with approved retention schedules.
  • Develop a process for the disclosure of such information retained to ensure compliance with internal and external structures/ laws.
• Governance and Reporting:
  • Liaise with stakeholders with the supervision of the Head of Legal with regard to records management and the necessary actions, flowing from the same.
  • Prepare and submit a monthly report on the key developments and information archived/disposed.
  • Ensure compliance with legal requirements with regard to records disposal and its retention.
  • Develop a process for easy access to information archived and retrieval of such paper and electronic information.
  • Key liaison with external archivist(s).

Technical and Professional Qualifications:

• Bachelor’s Degree from a recognised tertiary institution
• Prior experience in records management and related technology solutions  of a multi –national company or large group of companies 

Core Competencies, Knowledge and Experience:

• Excellent interpersonal and communications skills
• Demonstrable ability to lead and manage teams
• Customer oriented person with the ability to work with various work streams and influential at all levels
• Expertise in the areas of business process engineering, records management and related business solutions.
• In depth knowledge of the Telco industry and governing regulations