Senior Manager Operations Connected Services job at Mulitchoice Uganda
About the Organization
We entertain, inform and empower the communities that inspire and build us in return
Job Description
The MultiChoice Group is a multinational media and entertainment group headquartered in South Africa, Dubai and the Netherlands with principal operations in pay television, video entertainment, advertising and content security. Brands within the Group include DStv, GOtv, SuperSport, M-Net, DStv Media Sales, Showmax and European-based content security leader Irdeto. We’re proud to say we serve 20 million subscribers across more than 50 African markets, with a successful history of identifying and adapting to industry trends, allowing us to continuously deliver the best in entertainment.
By joining our passionate and creative team, you can help us achieve our objectives of expanding our pay-TV and SVOD (Subscription Video On demand) subscriber bases, improving advertising sales, spearheading cutting-edge technology, supporting local content and providing an exceptional customer experience.
Duties and Responsibilities
Lead, develop and manage the Connected Services Operations function in South Africa.
Develops and implements operational installation management systems, procedures, processes, policies and best practices
To foster a superior Installer / customer installation experience within the Installer ecosystem which consists of the Installation system platforms and Installation Journey.
Overseeing the after sales customer support by ensuring quality on time Installations and customer experience. This will be achieved through the management of digital installation solutions, for automated installation work management, installation payments and reporting.
Work cross-functionally to deliver key strategic projects within Connected Services Operations. This will include having oversight over the scoping, development, implementation, and maintenance of automated Installation digital solutions to enable Connected Services to deliver on its KPI’s in the area of installations and Accredited Installer/agency support.
Ensure smooth functioning, collaboration and act as an interface to both key internal and external business stakeholders and the Connected Services Operations team. Stakeholders include and are not limited to 4-Sure, EBS, DStv Insurance, Forensics, Audit, Risk, and the Accredited Installer/ Agency channels, by facilitating the adoption and provision of Installation digital solutions.
To ensure Installers are paid timeously and correctly, through the daily management, coaching and guidance of a team of employees. In addition, use data analytics to proactively detect fraud and escalate cases of suspected installation voucher/ claim fraud through the correct channels.
Develop, maintain, manage and provides automation tools, analytics platforms and data to streamline operations installation management, Installer payments and enhance productivity.
Make complex business decisions using data, provide strategic and tactical direction from reporting analytics to support the evolution of our Accredited Installation systems and processes.
Drive a culture of continuous improvement and innovation across the Connected Services Operations team.
Key Performance Objectives
Tasks
Operations Delivery
Operations Management:
Develops and implements operational management systems, procedures, processes, policies and best practices
Oversees operational systems, processes, procedures and infrastructure while looking for opportunities of improvement or revision
Grow the efficiency of existing operations systems, processes and procedures to enhance and sustain Connected Services internal capacity
Locate bottlenecks and streamline existing processes
Perform quality controls and monitor KPIs
Monitor, Track and Manage Operational Service Levels and Vendor Service Levels
Manage Installer escalations, provide resolutions and feedback within acceptable SLA’s
Use the appropriate Monitoring Systems and reports that are in place to manage and monitor live team operational performance. Ensure all monitoring technical resources are working and are optimal for the team to execute effectively
Eliminate disruptions by performing trend analysis to identify systemic issues experienced by Installers and Field Technicians.
Work with EBS, 4-Sure etc. to identify root causes of items escalated to Connected Services Operations
Develop proposals for fixing items escalated
Prevent disruptions by analysing escalations to the Operations Teams to predict larger potential problems
Handle any escalations that may arise and mediate effectively with all parties
Follow up and ensure all remedial actions required are carried through effectively
Work with EBS, 4-Sure etc. to prevent larger scale problems from occurring
Provides input to and works with EBS and 4-Sure to improve the time to resolve systemic issues experienced by Installers
Drive a culture of effortless customer experience and innovation
Provide input into Journey Owners to assist with optimizing and redesigning customer journeys
Ensures the processes remain legally compliant
Assist in developing or updating standard operating procedures (SOP’s) for all business operational activities
Optimise, maintain and enforce the agreed standard operating procedure
Maintain accurate and clear documentation for operational procedures and activities
Develop risk and contingency reporting procedures / systems to ensure business continuity
Anticipates and tracks operational and tactical risks and provides strategic solutions
Addresses operational concerns and issues, monitors overall customer experience and satisfaction including addressing customer and installer issues and complaints in a timely manner
Identifies potential problems and points of friction and works to find solutions in order to maximize efficiency and revenue
Raises and tracks issues and conflicts, removes barriers, resolves issues of medium complexity involving stakeholders and escalates to appropriate level when required
Ability to respond quickly to a shifting reality and adjust initiatives and priorities accordingly
Organizational skills and the flexibility to jump from priority to priority, which is essential to a role that juggles a variety of functions and projects
Supports back-office and firm-wide training programs, reinforcing tech and operations infrastructure between departments to ensure consistency and quality standards are met
Assesses a variety of situations and provides clarity to team and stakeholders
Identifies trends and assess opportunities to improve processes and execution
Plays a significant role in long-term planning, project status reporting, and implementing of change control processes
Completes reasonability testing and information validation prior to circulating findings and recommendations to key stakeholders
Collaborates with other back-office team members to ensure seamless business execution, reinforce positive morale, and uphold company values
Works closely with management team to ensure all operational, administrative, and compliance functions within Connected Services are being properly executed in accordance to best practices
Establishes and maintains credible, professional relationships with internal and external stakeholders and external vendors
Solicits and responds to feedback while gaining commitment and support
Ability to conduct research for special projects, extract and analyse data, respond timely to inquiries, and present written/ oral briefings
Ability to work with details and time-sensitive issues
Good decision-making skills and response to high-pressure situations
Oversees and reports weekly, monthly, quarterly, and annual metrics
Manage and direct operations team to achieve business targets
Stays up to date on industry regulations, trends, and technology
Supports operational fraud risk and audit processes for the purpose of preventive maintenance
Development of power BI dashboards
Collect and package data into usable and user friendly management information for the relevant teams and stakeholders
Develop new reports, report formats and standards based on identified user requirements for the business
Analyse derived information to create value add understanding of insights and opportunities presented by the data set
Prepare customised reports based on identified requirements
Develop regular performance reports particularly related to needs of the business to aid performance measurement and management.
Continuously identify opportunities to automate reports and to eliminate duplicate and manual report production
Identify opportunities through which Analytics can assist in addressing these challenges, present these to relevant stakeholders and implement
Propose approaches to the business on monitoring measures or key performance indicators (KPIs) and ensure creditability of data received to support the measures or KPIs
Accredited Installer Management:
Oversee Installer Database management, using commercial enhancement programs to drive business towards business partners, best promoting the company’s customer experience KPI’s. The programs should be digitized in-line with the broader organizational direction and focus.
Assist in the development of after sales Installation support strategies across Agency and Accredited Installer touch points
Identify and segment installer rankings / segmentation appropriate to desired customer experience, relative to package & ARPU of subscriber.
Ensure each geographic market segment has a healthy installer-demand ratio.
Oversee and ensure Installer on-boarding documents are filed and accounted for.
Keep an Installer information database reflecting all the necessary demographic information as well as performance
Ensure Installers are accredited and they participate and attend to the required interventions to maintain their accreditation
Manage Installer accreditation / de-accreditation system on-boarding/off-boarding, communication and process, including blacklisting where necessary.
Monitor and analyse Installer work dynamics, including number and type of installations both paid for and subsidised.
Develop and track an installer allocation metrics, to identify gaps, trends etc for continuous improvement of the Installer Value proposition.
Develop and manage digital solutions for Installer support and reporting.
Manage and oversee installer work allocations, according to an agreed policy & program.
Manage and oversee the Installer Ratings and Rewards program
Develop and support strategies to improve after sales Installation support for devices and accessories in the Accredited Installer and Agency touchpoints.
Support complimentary business functions such as Payments, DStv Insurance and billing / account enquiries
Manage supplier SLA and MOU contract process
Define and communicate Warranty requirements for Approved equipment
Installer Payments and Validations:
Liaise with Validations and Finance to reconcile Installer activities for productivity and efficiency insights as well as to mitigate misrepresentation of Installer claims.
Oversee validations and payments of Installer and distributor claims
Foster a customer centric culture by ensuring service levels for Installer payments are done timeously and accurately.
Manage and monitor metrics for processed payments, disparities, queries and escalations, so as to proactively mitigate any loses and foster continuous improvement.
Ensure the successful resolution of escalated Installer payment queries within the agreed SLA timelines.
Ensure all operational processes and procedures are adhered to, to foster efficiencies in the day to day payments.
Ensure an inclusive change management approach on all changes made in Installer payments in partnership with the Partner Relationship Manager.
Protect the company resources from abuse by any stakeholder
Draw reports and trends, comparing sales to Installer claims.
Make a positive impact to the Installer CSAT KPI by contributing to a healthy & mutually respectful commercial relationship with installers & Distributors
Analyse trends within the business data to reduce risks, optimise performance of the business and inform People Function decisions.
Digital Enablement and System Support:
Support strategy development of Installation digital solutions to help drive high quality Accredited Installations and great customer experiences in Connected Services.
To support the process of Accredited Installer digital services and app development in Connected Services
To contribute to the BRS and relevant business briefs for new solution development
Work with stakeholders to do development, UAT and launching of new digital enabled Installation services
To drive adoption and usage of the Connected Services digital Installation products.
To produce reporting on the various dynamics associated with these digital services, to provide insight and guidance to management
Prepare an operational plan for the commercialization and operational management of these digital Installation services in field.
Detect and escalate in field faults, errors, bugs and technical issues.
Provide guidance on hardware requirements to support these digital Installation services.
Provide training to internal stakeholders on new digital Installation solutions.
Provide input into budgeting for development and maintenance for digital solution development.
Gain insight through firsthand interaction with Agencies, Installers, System integrators and consumers.
Maintain industry best practice
People Management
Supervise a team of agents to ensure effective daily operations management on Installation and Installer payments.
Provide operational support and guidance to staff.
Support the line manager for the area to develop a high performing team by conducting daily and weekly operational performance discussions and assisting employees to prepare the portfolio of evidence for formal performance development discussions.
Manage work allocation for staff.
Coach and mentor team members on a daily basis on how to improve their own productivity and use of Multichoice’s processes and systems.
Based on training plans agreed with the line manager of the area, monitor team members to ensure that planned training is undertaken.
Establish and maintain a succession plan for the team.
Together with the line manager for the area, interview candidates to join the team and provide input into the recruitment decision. The line manager for the area is the final decision-maker on who joins the team.
Obtain the workforce and recruitment plans created by the line manager and plan execution within given timelines. Make recommendations to the line manager on how to improve the plans and suggest how resources could be reallocated in case of excessive workload.
Review and update the team’s role descriptions on at least an annual basis to ensure that they are fit for purpose and contain all the accountabilities of each team member. Explain any updates to team members.
Review leave plans in place and make recommendations to the line.
Work in compliance with company policies and procedures.
Ensure team follows standard operating procedures for all operational functions.
Inspiring and motivating employees to perform at their best through positive encouragement and performance incentive initiatives.
Ensure that training on new solutions, services & processes is done by all staff internally and by Installers externally.
Qualification, Experiences and Competencies
Degree in Business Management /Operations Management / Information Technology or a related field
Certification in Power BI - development, management, support and analysis
Certification in SQL and database
Post Grad Degree an added advantage
Experience
A minimum of 5 - 8 years’ work experience in a business operations environment
A minimum of 5 – 8 years’ prior management and supervisor experience
A minimum of 3 – 5 years prior experience in data visualization tools – Power BI
Expertise in data models, data warehousing, data mining and data modelling. Includes the development, support and maintenance of BI reporting dashboards in line with the data model; metadata repository and business intelligence analysis for strategic and operational support
Experience with SQL for data extraction and manipulation advantageous
Knowledge of Data Analysis Expressions (DAX) for creating calculations
Confident and effective communicator that is able to communicate and influence at all levels, both internally and externally
Excellent interpersonal communication and organizing skills to coordinate project activities
Ability to negotiate and influence decisions on tactical and strategic direction
Experience implementing policy regulations and operational procedures that promote organizational efficiency and internal controls
Proven track record in managing multiple complex and significant projects
Proven experience in the use and management of change within a corporate environment
Proven experience of leading and managing a team of technical specialists dealing with external and internal customers
Proven experience in working with a technical team in developing and designing ICT solutions / systems and the implementation and management of ICT solutions / systems in large organizations
Excellent demonstrable and practical understanding of service management techniques to ensure that implementations meet business needs
Thorough understanding and experience in ensuring that the incident and problem resolution processes feed into the strategic change management, business continuity, configuration and availability of management processes
Proven experience in a user support environment - ability to negotiate Installer support and digital solutions support requirements
Highly skilled in conflict management and business negotiation processes
Previous experience working with accounts payable an added advantage
Previous experience working with fraud risk an added advantage
Proven experience in managing the negotiation, awarding and monitoring of contracts
Excellent staff management and resource planning skills
Experience in working efficiently in high pressure situations
Excellent documentation and written skills
Excellent data analytics and reporting skills
Excellent MS Excel skills
Technical Competencies (List the key technical competencies)
Operations Management and efficiencies
Decision Making
Effective Communication
Stakeholder Management
Project Management and Planning
Process Management
Service delivery Operations Management
Business Analytics
System Analytics
Data analytics and Processing
Finance / Budget Management
Accounts Payable – monitoring and management of financial processes
Human Resource Management
Conflict Management / Problem Solving
Change Management
Risk Analysis
Policy Creation
Service Level Management
Behavioral Competencies (List the key behavioral competencies)
Leadership
Detail Oriented
Deadline Oriented
Accountability
Communication
Teamwork
Delegation
Collaborates
Builds and maintains strong relationships
Perseverance
High stress tolerance to a high pressure driven environment
Agility
Customer Centric / Customer Service
Sense of urgency
Analytical Thinking
Motivating
Prioritisation
Problem solving
Scheduling and Time Management
Mindfulness
How to Apply
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
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