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Commercial Workforce Manager

Posting Country:  South Africa
Date Posted:  07-Feb-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Joining Vodacom is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career and a choice of benefits to suit your lifestyle.

Role purpose

Responsible for optimizing financial expenditure associated with flexible resourcing and outsourcing environments
Responsible for defining & managing the Management Information process in Customer Care and aligning this within the Vodacom framework. Identify and implement systems and processes to deliver standard and non-standard reporting to Executive management across the various business units in the organization
Provide leadership, planning, technical direction, and communication to ensure the required delivery of high-quality outputs to meet customer needs in the most cost-effective manner
Responsible for defining and drafting all outsource contract documents and change requests associated with the provision of services within governance protocols
Responsible for the Workforce management area and all WFM related inputs & outputs at outsourced business partner operations 
Directing and managing the resolution of highly complex challenges within the Group and wider business


Your responsibilities will include

To conduct a detailed analysis of costs associated with all Customer Service outsourcing and flexi resourcing
To assist with all commercial Requests for Proposal construction
To review, analyze and evaluate all Requests for Proposal pricing from procurement
To analyze all outsource budget requirements and expenditure
To project and forecast budget associated with all outsourced services in line with capacity requirements
To analyze monthly billing from outsourcing partners to assess accuracy in line with planned capacity requirements
To conduct scenario planning to assess the most cost-effective outsourcing solutions
Research of trends on new technologies with recommendations on process improvements 
Provide short to long term trend analysis on industry standards in this function  
and governance
Define and design standard management reports to be presented to key stakeholders
Ownership of governance model to allow for & implement changes to reports
Monthly BU performance management pack to be compiled and presented to SLT
Business unit performance management packs to be compiled and presented to SLT
Ensure high standard & adherence to all internal controls 
Provide a range of reports to ensure that agreed SLA’s and performance are measured and monitored on an on-going basis
Contribute to the overall reporting process (definitions, segmentation, etc)
Design data requirements and validate IT developments of the reporting system/database
Develop reports relevant for the effective management of the division
Capacity planning at outsourced business partner
Volume & schedule coverage planning  ensuring service levels are met 

The ideal candidate for this role will have

Matric/Grade 12 (Essential) and
A relevant 3 year Degree is essential
Postgraduate Qualification (Desirable)
A minimum of 8 years of job-related work experience is essential with the emphasis on Commercials and Management Information systems.   
A minimum of 2 years of leadership experience is essential.
At least 2 years’ experience in implementing MIS systems is essential
Project management experience is essential
Advanced skills in Excel, Word, and PowerPoint 
A minimum of 10 years of job-related work experience is essential with an emphasis on Customer Service & Business Improvement.   
A minimum of 4 years of leadership experience is essential.
A minimum of 2 years of leadership experience is essential.
At least 2 years’ experience in implementing MIS systems is essential.
Project management experience is essential.
Advanced skills in Excel, Word and PowerPoint. 
Financial acumen.  
Statistical acumen.  
Commercial contracts.  
Accounting standards.  
Financial systems.  
Knowledge of data collection & analysis is essential.  


Closing date for Applications: 19 November 2020

The base location for this role is Vodacom Campus, Midrand
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 organizational culture that recognizes, appreciates, and values diversity & inclusion. 


Commitment from Vodacom

Vodacom is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognized, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodacom you will have access to our excellent flexible benefits programme that you would expect from any global company.