Jobs in Zambia and Zimbabwe

Airtel Zambia Job: Business Support Manager

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JOB TITLE: Business Support Manager

DEPARTMENT: Enterprise

LEVEL: Senior Manager

LOCATION: Lusaka

JOB PURPOSE

The Job holder will be responsible for providing business support to the enterprise segment customer facing teams (Sales), Collections teams and Corporate Customer Service. The Job holder will help in developing and maintaining systems and processes to support the effective running of the business.

REPORTING TO THE ENTERPRISE DIRECTOR, THE ROLE WILL BE RESPONSIBLE FOR:

  • Design and create enabling frameworks for the delivery of the desired corporate customer experience.
  • Identification of root cause problems and proposal of tested and relevant solutions.
  • Identification and management of suitable measurement tools to ensure performance improvement.
  • Draw up, monitor and enforce internal departmental SLAs for the purpose of effective corporate customer service administration
  • Implement and enforce back office processes in support of tight systems of internal control and therefore ensure no financial loss to the company
  • Supervise the postpaid debt collection process to ensure no revenue loss
  • Supervise the whole postpaid debt administration process including outsource collections partners
  • Tracking of daily collections performance and ensure collection targets are met every month to account manager level
  • Ensure correct bills are sent and delivered to customers on time

REQUIRED SKILLS & KNOWLEDGE

Educational Qualifications  & Functional / Technical Skills

  • Tertiary Education at Degree level in Finance, Information systems, Business Administration or any other related field.
  • An instinctive inclination & orientation towards service.
  • Proven coaching and development skills.
  • Training delivery and facilitation, mastering questioning technique.
  • Project Management Skills

Relevant Experience (Type of experience and minimum number of years)

  • Minimum of 5 – 8 years total work experience,
  • 3 years in high volume debt collection management,
  • Strategic level customer relationship management,
  • Business development and debt risk management.
  • Extensive experience in a managerial customer service role.

Other requirements (Behavioral etc.)

  • Excellent communication, presentation skills both written and verbal.
  • Excellent interpersonal and networking skills, with the ability to influence and guide strategy at senior levels.
  • Strong analytical skills and problem solving skills
  • Proven relationship management capability
  • Strong Leadership skills

CLOSING DATE

Suitable candidates are required to send their application & Curriculum vitae to [email protected].

Closing date for applications is Tuesday 18th August, 2015.

Please note that due to the high volume of applications, only shortlisted candidates will be contacted.