Staff Cellular - Johannesburg

When it comes to putting people first, we're number 1. · The number 1 Top Employer in South Africa. · Certified by the Top Employer Institute 2026. · Role Purpose/Business Unit · This managerial role is responsible for overseeing and leading the operational functions of the Staf ...

Job description

When it comes to putting people first, we're number 1.

The number 1 Top Employer in South Africa.

Certified by the Top Employer Institute 2026.

Role Purpose/Business Unit

This managerial role is responsible for overseeing and leading the operational functions of the Staff Cellular Support and Vodacom Business, Corporate Onboarding Management teams.

The manager will ensure effective delivery of support to employees and partners for staff cellular benefits, including onboarding, in-life support, and offboarding.

Additionally, the role includes managing the onboarding process for Vodacom Business and Large Corporate customers, covering account creation, administration, provisioning, order fulfilment, and the initial support phase for new clients.

The position involves optimising processes, supporting project progress, and enhancing service delivery for both internal and external stakeholders.

Your Responsibilities Will Include

Specialised Operational Functions

Staff Cellular support on Special Products and new products and services

Partner with HR Benefits on initiatives in development, design and delivery of new and existing staff cellular benefits
Own and enhance support experience for staff as customer
Establish and ensure optimal OLAs and SLAs with in value streams to ensure the highest service standards
Liaising with Vodacom Subsidiaries on benefit alignment
Financial reporting into FinOps (Staff Cellular)

Manage Onboarding Process

Ensure team delivery of project related deliverable as per project charter in terms of scope, quality, and within timelines

People and Workforce management

Manage, lead and provide direction consultants and Specialist activities; ensuring planning, and managing their functions and daily activities
Ensure optimal workforce planning, ensuring that adequate resources are in place to deliver on the mandate of the team and expectations of our stakeholders
Establish, communicate and maintain clear KPIs in line with the department's goals and the Business Unit's strategy.
To establish and drive a culture of service excellence within team in line with Vodacom Service Standards
Ensure quality standards are in place, adhered to and monitored timeously.
Provide consistent performance feedback to staff and manage all performance related interventions.
Drive operation Rigour by ensure KPIs are achieved, and teams are held accountable for delivering on what is expected.
Ensure optimal utilisation of tools and technologies to execute of business as usual

Drive a culture of growth (continuous learning) and accountability to ensure that team are self sufficient, take ownership of their function, careers, and are able to priorities cases accordingly.

Establish and maintain criteria for team's rewards based on service standards and ensure transparency of monthly nominations.

Succession planning:
ensure business continuity in line with Vodacom's succession planning practices.

Stakeholder management

Establish and review ways of work with internal and external business partners.

Establish and lead cadences for governance to ensure an optimal execution of duties across the value chain and feed into process improvement.

Represent team in various forums related to functional deliverables and workflows.

Collaborate with various departments, including HR Benefits, Fin Ops, Billing, Technology, product, VB Sales, and Customer Care, to ensure comprehensive resolutions that meet customer needs.

Provide support to team members with personally addressing challenging customer or stakeholders

Continuous Improvement & Delivering Results

Ensure all operational processes are documented, published and cascaded to all stakeholders
Ensure clear and measurable SLAs/OLAs established, revised an signed off by all stakeholders
Ensure implementations and maintenance of templates, scripts and messaging related to service delivery
Analyse query and complaint trends to identify opportunities to improve customer experience and efficiencies,
Drive relentless Fixing root cause / underlying reasons for failures.
Drive execution and hold lines of business accountable to implementation of fixes and improvement initiatives.
Ensure a deep understanding of environment, and the Vodacom ecosystem to identify and implement improvement opportunities
Create team cadences to ensure that opportunities are identified, reviewed and implemented to improve ways of work, operating and customer processes, etc
To track progress on improvement initiatives
Act swiftly on opportunities or crises that may impact people of the operations ability to deliver on mandate
Maintenance & Implementation of policies, procedures in compliance with Vodacom's, ISO and Regulatory requirements,
Advocate adoption of new technologies that will improve service delivery.

Reporting & Administration

Ensure that relevant reports are in place to manage performance, identify trends, provide progress updates on actions and impact of initiatives to stakeholders.

Establish dashboards to monitor functional health-check on department's performance.
To ensure that relevant reports are submitted to all stakeholders timeously, i.e. daily, weekly, monthly, adhoc.
To ensure that documentation of meeting minutes, action trackers, workforce planning (leave, shifts, training schedules, etc), are maintained timeously.
Created and optimise team's templates and scripting to ensure consistency in the quality of customer interactions and feedback

Other

Attend and partake in functional reviews especially internally to provide insights on failures within the business.
Overall accountability for monitoring all business-critical systems impacting Customer Experience/Service and case manage quick resolution with relevant stakeholders.
Own escalation decisions where performance impacts customer service and experience.

Maintains professional and technical knowledge by tracking emerging trends in the business unit's operations management; attending educational workshops; reviewing professional publications; establishing personal networks within and outside Customer Care and Commercial Operations; benchmarking and staying abreast of leading trends within the Contact Centre space.

The Ideal Candidate For This Role Will Have

Matric

• related tertiary qualifications in financial management. NQF 6 minimum

5 years + experience in transactional finance operations and/or customer operations, ideally within a shared service environment
5 years + experience and knowledge with transacting on internal Cellular and Finance systems – EPPIX, Morpheus II, iCap, C3D and Siebel EBU as well as SAP and Tallyman
5 years + experience Customer Care and Financial operations or Consumer related environment
Strong display of functioning optimally under pressure and independently under reduced monitoring)

Core Competencies, Knowledge And Experience

Leadership
Coaching and performance management
People agility
Results agility
Change agility
Leaning agility
Situational awareness
Ability to work under pressure and handle challenging situations with professionalism and calm.

Strong analytical and problem-solving skills, with a demonstrated ability to provide insights into upstream failures and recommend actionable process improvements.

Experience in data analysis and reporting, with proficiency in utilizing data analysis tools and software to identify trends and root causes of issues.

Proven track record in project management and process improvement, demonstrating the ability to lead cross-functional initiatives to enhance service delivery and customer satisfaction.

Experience in developing and implementing customer service strategies and processes.
Ability to persuade and influence decision making at various organisational levels
Ability to multi-task and prioritise responsibilities to meet deadlines in a fast-paced environment
Strong relationship building skills is key
In-depth understanding of the Vodacom Ecosystem
Knowledge of labour relations Regulatory legislations.

Job Related Skills

Confident and comfortability to interact with all Vodacom Employees on all levels without prejudice.
Excellent Communication skills (verbal and written)
Technical/IT Knowledge on Business Solutions
Problem managing and resolving skills.
Confidence in communicating internally and externally with Staff.
Experience in transacting on EPPIX, Morpheus II, iCap, C3D and Siebel EBU as well as knowledge on processing using SAP and Tallyman
Knowledge on ICASA and SARS regulations and rulings - Customer Protection Act, POPI Act, National Credit Act, VAT and Income Tax Act on Fringe Benefits and services provided to Vodacom Permanent Employees
Time management skills

We Make An Impact By Offering

Enticing incentive programs and competitive benefit packages
Retirement funds, risk benefits, and medical aid benefits
Cell phone and data benefits, advantages fibre connection discounts, and exclusive staff discounts offered in collaboration with partner companies

Closing date for Applications: 27 February 2026.

The base location for this role is Midrand, Vodacom Campus.

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.