COPS Solution & Transformation Manager

What you’ll do

 Manage and monitor Mobile & Fixed Complaint Management processes

 Responsible for management of high risk customers

 Manage all the operations for collection and billing processes for consumer customers

 Analyse and evaluate customer complaints from experience perspective and determine improvement areas

 Works in coordination especially with CX Teams, Regulation Teams and Cops Planning&Performance Teams

 Follow and report Complaint KPI’s (regulative/company/teams, respectively) , Follow and improve metrics such as, AHT, FCR, Resolution Performance, repetitive ticket

 Follow Complaint trend, organise/ attend periodic meetings with operational stakeholders for improvement and development of complaint scenarios

 Digital transformation of Complaint processes

 Determine and apply proactive actions to reduce and fix potential complaints

 Facilitate business engagements with business units

 Understand business context of processes and look for simplification and automation opportunities; propose & justify business process improvements

 Evaluate and document as-is and future processes with a broad view and connect opportunities

 Be aware of new technology and business solutions to design implementation plans for processes

Who you are

• Graduated from related departments of the universities Business, Economics or Engineering departments of universities
• Excellent command of English both oral and written
• 10+ years of experience on a similar position
• Hands on experience on CX
• Capable of identifying opportunities for process simplification, elimination & digitalization and engage in the future state design is a must
• Strong planning, presentation and communication skills
• Excellent analytical & problem-solving skills, creative & applied thinking, business acumen and data interpretation skills
• Successful & Strong Stakeholder Management, Collaborative approach
• Willing to define, plan and implement Business/Process Transformation
• Inspired by driving changes across organization

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.

What’s in it for you

We like to keep them flexible:

• Vflexy: Flexible Benefits Program
• Hybrid working kit
• Ergonomic kit allowance
• Digital meal voucher
• Flexible transportation allowance.
• Employee assistance hotline & counselling
• Comprehensive and flexible private health insurance
• Discounted price deals for wide range of products & services

Plus, plenty more to enjoy!

#LI-Hybrid

Data Privacy

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Who we are

You may have already heard of Vodafone – We’re a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.

As part of our global family, whether that’s Vodafone, Vodacom or _VOIS, you’ll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. 

Together we can.

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