The person appointed in this role is responsible for facilitating, administering and coordinating all mobile processes and services for the our Managed Services client, in line with the clients standards and service level agreements. This is a full time position based on the client site in Sandton.
KEY OUTPUTS AND PERFORMANCE MEASURES
Completing monthly Mobile billing: Complete accurate billing to ensure correct mobile costs are linked to the correct Mobile end users. Mapping Employee to Mobile number on SAP: Manage and update all mobile numbers on SAP linked to active employees; Link all lines to valid and active employees (note that all lines in SAP must be current). Aligning Client Mobile Masterdata to the current incumbent network operators’ Mobile Masterdata: Cross reference the two Masterdata sets and align to a 99% accuracy within known capacity (this covers all fields to assist with accurate billing). Driving Mobile Policies and Operations with Regional Mobile administrators: Communicate regular (minimum monthly) and ad hoc mobile administrator updates to cover operational risk related topics. Ensuring Service Requests are managed and dealt with timeously: Respond to and close relevant Service Request tickets within agreed client Service Level Agreement (SLA) times. Administering all Mobile Hardware Procurement and Mobile Repairs: Keep clear and accurate records of all mobile hardware orders and mobile repair payments; Manage all Acceptance of Debt forms as per the requirement from the client. Administering and stock record keeping of the International Travelling modem and eSIM’s: Keep clear and accurate records of the International Travelling Modem for and on behalf of the client. Logging of Employee to Mobile (voice & data) number mapping changes via the Service Desk: Ensure numbers of end users that have joined/ left the business matches the number of Service Request tickets logged to update client mobile records. Stock keeping of all mobile assets on behalf of client: Maintain and update accurate stock keeping record sheets on a weekly basis and file accordingly. Ensuring Service Requests are managed and dealt with timeously: Respond to and close relevant Service Request tickets within agreed client Service Level Agreement (SLA) times. Focusing on Service and Operational improvement: Provide regular input to the line Manager on how Mobile Services and Operations can be improved. Adhering to all Mobile Operations processes and standards. Delivering weekly and monthly SLA meetings, by preparing and presenting the stats from the team on site to the customer Managing and administering the business: Manage the Telecoms cost analysis process including review and audit of Fixed and Mobile environments; Ensure accuracy and administration of voice assets and spend allocations across Fixed and Mobile environments; Ensure correct and accurate billing of voice services consumed by the client; Provide weekly operational feedback and monthly feedback on status, progress and initiatives; Present dashboard of metrics and graphs to clients; Uphold and ensure the team lives the ethics and ethos of the business culture. Managing Voice related projects and initiatives as per Service Level Agreements and budget: Coordinate and manage Voicevine operations and support resources, voice operations, voice support services; Coordinate and manage suppliers/ vendors delivering voice related services; Liaise with the CCBA business and other IT teams; Ensure Vendors are delivering against contracted SLA, including Mobile Services, Enterprise Mobile Management Services (EMM), Fixed Line services, Telecoms Expense Management Services (TEM), TMS (Telephone Management System); Ensure voice projects and initiatives are rolled out in budget and against the agreed schedules, delivering on client business requirements. Ensuring service levels and project delivery is consistent with commitments to the client: Ensure voice budgets allocated for various projects and operations are managed and reported on; Develop and promote a proactive approach to providing cost effective voice communications to clients, including developing a working relationship with regional IT and Finance stakeholders to assist them in controlling and budgeting on their voice communications spend; Manage incident and service requests logged by the business relating to voice services within specified SLA’s
Core Competencies Required for this Role:
· Strong work ethic.
· Positive attitude.
· Self-motivated.
· Flexible.
· Team-oriented.
· Detail-oriented.
· Independent problem solving.
· Enjoys a Customer Service Role.
Skills Required For This Role
· Advanced Excel skills.
· Microsoft Office - fully competent.
· SAP software understanding.
· Basic Mobile GSM understanding.
Qualifications and Experience Required
· B.Com Bachelors degree or 3 year IT tertiary qualification or equivalent
We will consider BA Psychology candidates with exceptional skill and experience
· Excel advanced level advantageous.
· Project Management/Administration experience
· 5 years administrative/ client service experience.
· SAP experience is advantageous.
· Experience in the Telecoms environment – in finance/billing/procurement
· Knowledge/ understanding of voice technologies, IT processes and methodologies, e.g. change control, IT and project management methodologies.
R20 - 25k Gross Per Month
Annual Profit Share Bonus
20 Days annual leave,
"Free" leave on your child's Birthday
