Key accountabilities and decision ownership
Team Coaching and Development
Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Targets
Facilitate performance reviews using the “Performance Dialogue” Framework for team members.
Ensure all team members adhere to Vodafone policies and procedures.
Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.
Team Support
Manage the Human Resource aspects of your team members including the provision of support, counselling, guidance and advice.
Organise and facilitate Team Meetings and provide feedback to Business Managers
Ensure efficient and effective communication of information to team members
Customer Support
Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through regular sessions.
Be a point of escalation in the handling of customer queries and complaints to the point of resolution
Maintain an up to date personal and team knowledge of Vodafone products and services.
Key Performance Indicators
Adherence to coaching team members monthly on output quality
Quality of communication with internal and external customers.
Deliver performance reviews and development plans
Adherence to the facilitation of monthly/fortnightly team meetings
Adherence to facilitating monthly one on one meetings with team members
Alignment to Vodafones Brand Essence and high performance culture
Implementation and support of the Service Business Plan Goals
Core Competencies, Knowledge And Experience
Leading a team, showing strong ability to influence and achieve results through virtual teams
Create strong partnerships based on personal influence and credibility. Lead people and resources.
Commercial skill, excellent presentation skills, flexibility to adapt concepts and proposals to customer priority areas.
Strong communication and decision making skills – ability to balance conflicting interests
Essential


Must have technical / professional qualifications:
Fluent in English
Proven ability to understand new areas quickly and represent with credibility & presence
Strong communication skills – able to convey understanding with customers and in Vodafone Group, Operating Companies, Affiliates and Partners
Strong analytical skills – able to analyse information & articulate results to stakeholders within short timeframes
Strong decision making skills – able to identify key business issues and balance conflicting interests
Good understanding of Vodafone Global Enterprise and their competitive position in the global market
Desired
Additional second EU Language is a plus
Experience in a Team leading position is an advantage.
Sales Support/Operations Background
Vodafone Global Enterprise experience
Certificate in IT Service Management (ITIL)
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