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Senior Innovation & Excellence Manager

Posting Country:  Hungary
Date Posted:  13-Feb-2021
Full Time / Part Time:  Full Time
Contract Type:  Permanent

Our purpose at Vodafone is to connect for a better future. As a Global Communications Technology company, we put the customer at the heart of everything we do. We are forever challenging, pushing boundaries and discovering innovative ways to connect our customers with their digital societies.

We connect people, businesses, and communities across the globe to create the future. We earn customer loyalty, experiment, learn fast and get it done, together.

Join our journey as we connect for a better future. Ready?

Join Vodafone Hungary and build a better tomorrow!
We are looking for a
Senior Innovation & Excellence Manager
for our COPS Team

 

#Vodafonelife
At Vodafone we connect everybody to live a better today and build a better tomorrow. It is the future we have in our mind when we see the speed of technology development. There is so much creativity across the technology industry that the speed of change is increasing. We embrace the opportunities of the future and work proactively to make good use of technology. As you can imagine, this means that we have a vibrant and diverse mix of skills and people making Vodafone a great place to work.

 

Your place in the team
Ensure to interpret business strategy and determine innovative solutions supporting strategy
implementation. Drive customer-led differentiation and enable the culture transformation while
ensuring that the strategy, businesses, data and technology are meaningfully connected.
Develop the framework of Commercial Operations (Retail, Telesales, Customer Care, and Vetting-
Billing-Collection) improvement initiatives, using agile, lean, six sigma, and other methodologies. Build
and agile collaboration culture across various functional units with consumer and enterprise brand,
technology, legal, finance, HR departments (including their chapters and centers of excellence).
Prioritize COPS initiatives to build a portfolio that maximizes impact versus investment and upkeeps
unmatched customer experience.
Manage COPS Excellence & Innovation team to execute COPS strategy to achieve Sales and Care
excellence. Lead Sales and Care agile tribe (clusters of squads) to reach cross-functional targets.


You will be involved in the following tasks
Strategy:
•    Design and model solutions for customer innovation and experience along with initiatives for
•    radical simplification along end-to-end customer journeys
•    Drive the Digital Transformation of retail, vetting, billing, collection, and customer care
•    Lead the design, development, and implementation of advanced analytics and automation
•    (e.g., robotics process automation) solutions to enhance productivity
•    Execute sales and operations improvement initiatives recommended by Vodafone Group
•    Identify opportunities and risks associated with changes in internal and external environment
•    by developing and implementing short term and long term operational plans
•    Support business improvement programs to raise customer satisfaction and loyalty
•    Develop, prioritize and lead COPS improvement initiatives, squad work and other projects
•    Nurture an agile culture, develop the core team of innovation and excellence in COPS
•    Drive cross-functional collaboration and working in agile teams, build and maintain crossfunctional
•    relationship to foster excellent collaboration


Manage integration
•    Responsible for integration of newly acquired organization and capability building for
•    converged operation
•    Selection, recruitment and development of the integrated organization
•    Delivery of synergy targets defined in Integration business case


COPS Excellence & Innovation business management:
•    Provide input to planning and forecasting
• Monitor performance KPIs and budget
•    Set detailed objectives to COPS Excellence & Innovation team and Sales & Care squads
•    Identify process improvement opportunities and initiate capability improvement areas
•    Maintain a prioritized portfolio of COPS initiatives
•    Share learning and gained knowledge
•    Control and measure the results of improvement actions


People management:
•    Lead the COPS Excellence & Innovation team, experts, Sales & Care agile teams/squads, portfolio and project managers, ensuring that they have clear priorities and are motivated
•    Recruit, manage, train and motivate direct reporting staff according to company procedures, policies and employment law (e.g., hold regular performance dialogs with team, weekly/daily meetings to coordinate and support team, regular 1-on-1-s)


 

We are looking for you if you have
•    University degree (preferably Economy, Science, Commerce, IT)
•    Strong analytical and strategic skills combined with deep passion for customer insights
•    5+ years of well established customer care experience, preferably in the telecom sector or
•    with an international brand
•    Proven experience working with core infrastructure, modern development practices
•    Demonstrable understanding of agile methodologies
•    Experience in navigating in a highly complex, matrix organizational environment
•    Expertise in using and gathering competitive intelligence, market research and voice of the
•    customer data to drive strategic product plans
•    Knowledge in business process design, diagnostic work, organizational design, change
•    management, and project/program management
•    3+ experience in people management including proven ability to build teams/organisations
•    Good interpersonal and influencing skills
•    Excellent presentation, written and verbal communications skills
•    High levels of self-motivation, initiative, can do attitude
•    Thorough knowledge of MS Office
•    Fluent English


Get to know us
If you want to know more about us and what we do, then
•    visit our website: https://careers.vodafone.com/
•    follow our career page on Facebook: www.facebook.com/VodafoneKarrier

 

Diversity and Inclusion
Vodafone is a company that values diversity. We believe that we can operate more successfully and effectively with diverse teams. Our aim is to build a culture where no one will be discriminated based on either their gender, age, cultural background or sexual identity, orientation. Vodafone is committed to support LGBT+ people at work.

 

The future is exciting. Ready?
 

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.