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Director Wholesale Operations

  • Develop and direct all wholesale operations related activities including contracts and project management, service fulfilment and assurance, billing and settlement.
  • Cascade corporate strategy into division and departmental business plans and oversee its execution.
  • Directs own division’s activities by leading the department managers within thedivision to ensure they are constantly aligned to the company’s business goals and performance targets.
  • Contribute to the development of the wholesale department’s strategy and participate in its implementation by performing and delegating related activities.
  • Develop departmental policies, procedures, systems and frameworks to ensure efficient and streamlined operations across the wholesale department.
  • Ensure the tracking of overall departmental performance against specified kpis and report this information on a regular basis to the chief wholesale officer.
  • Manage the overall financials including wholesale payables and receivables.
  • Manage overall project grade deliveries across partners and customers and manage the sector’s procurement cycle in addition to capex budget.
  • Ensure service fulfilment through management of customer orders, track and resolution of held orders.
  • Manage customer complaints, technical faults and proactively monitor the service levels and solutions.
  • Manage wholesale databases and inventory, control checks and audits for the overall assets of the sector.
  • Manage customer experience and develop customer satisfaction initiatives.
  • Perform other duties as requested.

Manager Digital Services & CEX

  • Support the company’s digital services in achieving its strategic and financial targets by managing the digital services‘ lifecycle from planning to implementation while meeting customers’ expectations.
  • Design and optimise business UI/UX wireframes in line with designed journeys and corporate guidelines.
  • Participate in digital demand management and quality assurance for all digital business channels.
  • Oversee CEX KPIs and lead enhancement activity in line with corporate guidelines.
  • Own all digital business channel sales initiatives from lead generation to sales order posting for website, portal, mobile app., USSD, social media, chatbot, email and SSM.
  • Lead reporting and performance management for digital operations, including dashboard development.
  • Report product performance and ensure that all products have fully compliant processes and procedures in place for the provision of billing and customer acceptance on digital channels.
  • Establish and maintain a centralised communications gateway: A single gateway for all customer communications.

Account Manager – SME Sales

  • Support the business team in achieving financial objectives.
  • Operate autonomously in line with relevant policies, procedures, systems and frameworks.
  • Increase the SME customer base by addressing current market demand.
  • Align with wholesale and technology department to extend the complex portfolio to customers.
  • Sell full range of products and services including complex solutions.
  • Provide and maintain customer experience and relationship management.
  • Retain and develop current business customer base.
  • Identify and build key client relationships, new business opportunities either as add on/pull through sales or in partnership with the company sales.
  • Be accountable for the financial performance of the contract in terms of revenue.

Account Manager – Corporate Sales

  • Support the business team in achieving financial objectives.
  • Maintain relationship with key customers and be responsible for their overall satisfaction.
  • Operate autonomously in line with relevant policies, procedures, systems and frameworks.
  • Increase corporate customer base, by addressing the current market demand.
  • Align with wholesale and technology department to extend the complex portfolio to customers.
  • Retain and develop current business customer base. Sell full range of products and services including complex solutions.
  • Identify and build key client relationships, new business opportunities either as add on/pull through sales or in partnership with the company sales.
  • Accountable for the financial performance of the contract in terms of revenue.