General Manager: Customer Channels
PNet (Pty) Ltd
JHB - Western Suburbs
6d ago

Description

The General Manager : Customer Channels will be accountable to achieve the following objectives :

  • Lead the development of the Customer Channels strategy in line with overarching Group Technology goals with an emphasis on user experience and customer journey.
  • Ensure effective implementation of the Customer Channels strategy by means of providing direction, structure, business plans and support.
  • Manage the unification of portals and channels to service all customers / partners / agents.
  • Ensure alignment with Group Marketing to ensure that the UX design and customer journey is in line with company’s brand and experience metrics.
  • Ensure alignment with Group Commercial / Digital / EBU to ensure all service functions are effectively exposed through the channels in an efficient manner.
  • Drive a demand management process to ensure that portal framework remains standard across all operations.
  • Ensure alignment of the SmartApp solution across all devices.
  • Standardise the kiosks and terminals (SIM / POS / handsets) to ensure effective service enablement at all service touchpoints
  • Manage and resolve escalations that have impact on the critical path of service delivery to customers.
  • Escalate issues that will result in significant time, scope, employee / customer or cost impacts if not resolved, and manage and provide solutions to issues that require formal resolution.
  • Provide technical leadership on projects involving Customer Channels, and provide input into the review of all projects initiated.
  • Report on an ad hoc basis on specific projects as and when necessary.
  • Review key risks, issues, and dependencies relating to Customer Channels, and set mitigation actions as required.
  • Report on a monthly basis to management relating to progress made within Customer Channels and in accordance with the measurement metrics set by Group Technology and the Business.
  • Key Deliverables

  • Unification of all service portals under a single core framework and elimination of disparate portals
  • Ensuring parity of function exposure across all channels
  • Driving an enhanced customer experience with clear KPIs around transactional execution (e.g. all transactions executed under 1sec and UX simplification (e.
  • g. no more than 3 clicks for any service transaction)

    Role Dependencies

  • Active support from the Executive : IT Core Design & Delivery
  • Deep understanding of the company business strategy
  • Understanding of the OpCo technology, business and regulatory context
  • Working with the customer experience heads and Group Marketing to align the UX to the brand and customer experience KPIs
  • Timely decision making and reporting
  • Alignment of OpCo and Group strategy initiatives
  • Experience

  • Minimum 5 years’ Senior Management experience
  • Minimum 3 years’ relevant sector / industry / area of specialisation
  • Deep knowledge of portal technologies and frameworks
  • Customer journey definition and UX design experience
  • Work across diverse cultures and geographies
  • Proven track record of business improvement and strategy development
  • Qualification

  • Minimum 4-year Academic Degree with Honours (B Eng. / BSc Degree Preferred)
  • MBA / Masters advantageous
  • English, French and Arabic (advantageous)
  • Relevant certification / accreditation / membership with professional body as required for role
  • Apply
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