Operational System Excellence Executive

Vodafone

                             Join our journey as we connect for a better future. Ready?

                                                         We are looking for a

  Customer Services Operational System Excellence Executive

#Vodafonespirit

Our purpose at Vodafone is to connect for a better future. As aGlobal Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

ROLE PURPOSE

·       Strong candidate to manage  a portfolio of complex or time bounded program/projects (in waterfall, agile or hybrid methodologies depending on need)

·       Kick off program/projects approved by governance body defined in the process

·       Build and manage a cross-functional program/project team to deliver

·       Define and manage stakeholders within and outside of the company

·       Ensuring necessary reporting of projects and programs to stakeholders

·       Develop integrated program/project plan considering dependencies between all parties that are involved or impacted

·       Manage execution of plan, take necessary problem solving actions in order to meet targets, execute appropriate phasing, update or corrections if needed

·       Manage program/project deliverables and ensure that deliverables are reviewed and accepted within defined procedure

·       Report program/projects status & progress to project sponsors and stakeholders periodically

·       Create project plan and update the plan periodically based on the project status update.

·       Managing the overall schedule for the project to ensure work is assigned and completed on time and within budget (ie. Creating andexecuting project work plansand revises as appropriate to meet changing needs and requirements).

·       Conducting post analysisof the projects

·       Take or escalate key decisions of the projects to ensure timely progress

·       Identify program /project level risks /issues, define and track required mitigation/resolution/recovery actions with responsible parties within deadlines

·       Manage program/project budget

·       Vendor Management; Provide guidance on domain expertise to vendors as and when required. Work closely with vendors to ensure delivery in line with business needs.

·       Define delivery processes and associated KPI’s and SLA’s

·       Focus on automation for customer information reports and status updates

·       Provide project status report including achievements, plan, risks & issues and mitigation actions to customer and relevant stakeholders regularly.

·       Prepare project launch announcement reports and share with customer and related managers

Conduct drill down analysis and related reporting for the projects that some problems have been experienced in order to understand the root cause of the problems, pain points and define the preventive actions and lessons learned.

We are looking for you if you have

·    Graduate from reputable university in relevant fields (Engineering, BA, etc.)

·    Analytical thinking

·    Working knowledge of Telecom/GSM/IT concepts and good understanding of solutions/products in telecom/IT space.

·    Proven project management and change management ability

·    Strong technical background of Telco infrastructure, technologies, products and services

·    Adaptable:   Able to cope with the changing needs in a responsive way

·    Builds Trust: with team and customers to effectively meet capability requirements

·    Communication: Influences leadership teams and other stakeholders, communicates with enthusiasm and clarity. Oral and written presentation skills.

·    Courage: to stand for what they believe in with people from all cultural backgrounds and at all levels in the organization

·    Driven:  Is self-motivated, establishes realistic plans and proactively drives delivery

·    Expert: Is recognized and experienced in leadership capability development

·    Imaginative:  Thinks outside the box and encourages others to do so in order to deliver results

·    Judgment: Sound judgment and ability to be decisive

·    Risk Aware: Willingness to take and manage risk effectively

·    Service Orientated: Service orientated in approach and able to satisfy the often competing demands of customers

·    Ability to negotiate, persuade and influence others at all levels, particularly credibility at senior level

·    Planning and knowledge management via structured tools

·    Very good level of English (Written & spoken)

Diversity and Inclusion

At Vodafone, we embrace and welcome everyone. We believe that we can operate more successfully and effectively with diverse teams. And we can only leverage this diversity by building an inclusive culture where everyone is respected, can be themselves and strive to be their best. That way we can create a better future for our employees, our partners, the communities we work in and our customers.