VACANCY ANNOUNCEMENT
OPERATIONAL SUPPORT MANAGER
JOB SUMMARY: The Operational Support Manager has a primary role of leading and managing all activities in support of the Company’s distribution, customer interface and other departments/projects while ensuring that company standards are achieved and maintained with a targeted emphasis on continuous improvement, providing support and formalized training for employee development
S/he will be responsible for ensuring that Maxcom offices within the country have the supplies, documentation, and organization to function efficiently while coordinatingand supervising internal and external operations for the company.
Essential Functions
1. Coordinate and manage all the front and back office personnel within Maxcom.
2. Perform the critical task of championing customer experience and engagement for all walk in/teleconference customers and ensure they are at all times satisfied.
3. Evaluate sales processes and perform collaboratively with the sales team to ensure customer satisfaction is adhered to.
4. Identify opportunities for sales support to streamline entire sales process and consequently measuring activities’ results.
5. Perform as primary liaison to Product Development, Operations, IT and various departments as required.
6. Secure resources as requested by Distribution and Business teamin its entirety to assist the department’s business process.
7. Liaise with Regional distribution team members to complete every company response.
8. Together with the Distribution and Business team prepare and execute detailed presentations, tactics, metric, systems and action plans to clearly show target status.
9. Execute and manageMaxcom’s Customer Relationship Management (CRM) system.
10. Spearheads the monitoring and evaluating the departmental KPI’s
11. Support sales, marketing as well as customer service.
12. Develop system support for deriving main sales metrics from existing CRM system.
13. Prepare and maintain commission reports in synchronization with accounting team.
14. Develop standard presentations, sales support materials and case studies.
15. Coordinate with Marketing to develop collateral, outbound marketing efforts and website updates.
16. Working closely with all the Head of Business and giving detailed reports to the Direct of Business Development.
RESPONSIBILITIES
1. Ensures daily reporting to the Business Development Director on the status of all operational support duties performed.
2. Manage all the daily tasks of the operational distribution and other business functions.
3. The Manager will oversee the working of all procedures like preparation of reports, flow charts, sales metric, targets, revenue generation and other statistical data.
4. To administer and supervise activities of the customer facing staff to ensure basic activities like answering to calls appropriately, email responses, company standards are undertaken and adhered to.
5. Handle all aspects that entail customer concerns, complaints, queries and satisfaction to the overall company as in line with the company standards.
6. Responsible for Process Improvement
7. Dissemination of project status to the management and operations team.
Competencies
1. Leadership
2. People Management Skills
3. Critical thinking and problem solving skills
4. Planning and organizing
5. Decisive
6. Strong analytical skills
7. Customer/Client Focus.
8. Communication Proficiency.
9. Time Management.
SUPERVISION & COLLABORATION
The Operational Support Manager is under the direct supervision of the Business Development Director and adheres to the Maxcom Africa organizational framework and chain of authority.
RELATIONSHIPS WITH OTHERS
S/He works closely with the various Head of Business on daily basis and seats at the General Management team and operations teamwhich is the day to day company strategy execution oversight.
Supervision: Works independently under the supervision of Business Development Director.
Required Education and Experience
- BS/ BA degree or equivalent work experience
- At least 5 years management experience in customer satisfaction and corporate process management
- Proven experience in strategic planning
- Proven experience in people management in a fast paced FMCG organization.
- Industry Knowledge of the ICT sector is an added advantage.
Preferred Education and Experience
- 5 years ofstrong operational support experience in a managerial role.
- A degree in project management with some ICT/Business background.
SALARY – JOB SCALE.
HOW TO APPLY: Interested candidates should drop their application letter with their resume and Photostat copies of their testimonials to MAXMALIPO Office Ground Floor at
MILLENIUM TOWER – Makumbusho Area. Bagamoyo Road Dar es salaam. Or send via email to the following email address apply@maxcomafrica.com
The applications to be addressed to:-
THE HUMAN RESOURCE DIRECTOR,
MAXCOM AFRICA LTD
P.O. BOX 31211
DAR ES SALAAM.
Closing date: Tuesday, 06thDecember2016 at 4.00pm.Only short listed candidates will be contacted. Interview should be conducted on 08thDecember2016 for any clarification please Contact 0712 029 003
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