Head Activation, Provisioning & Billing Experience.

Head Activation, Provisioning & Billing Experience.
OUR CLIENT IS A LEADING PROVIDER OF TELECOMMUNICATION SERVICES IN AFRICA. THE COMPANY
HAS A VACANCY FOR: HEAD – ACTIVATION, PROVISIONING & BILLING EXPERIENCE
Position Title:Head – Activation, Provisioning & Billing Experience
Reports to:Africa Head – Service Experience

Basic Purpose:
This is a critical role which is responsible for Providing the Strategic and Operational leadership across 16
Countries in Africa for Activation, Provisioning and Billing Experience.

MAJOR ACTIVITIES
The successful candidate will be expected to:
•Create highly effective and efficient service models for the above customer life cycle touch points
•Define and operationalise policies, platforms and processes to ensure a superior and delightful
experience
•Create and implement a “Plus One” First Time activation process which will provide the Business
with an edge in the market, but compliant with the laws of the land in each Opco.
•Provide leadership for the provisioning function (postpaid and prepaid) – ensure robust basic
processes as well as identify opportunities to enhance Customer experience to create a competitive edge in the market e.g. Number choice for prepaid Customers
•Create a scalable low cost model for application processing, storage and retrieval which will support the aggressive growth ambition of the company
•Identify customer pain areas and create processes and platforms to eliminate the same e.g. Sim
swap , Complaint reduction etc
•Embed the ‘Keep Customer Informed’ framework in the Activation,
Provisioning and Billing
arenas to enhance experience as well as to reduce dissonance
•Build platforms and processes to enhance the Billing Experience for Customers – ensure timely,
accurate, and clear bills which build trust, reduce customer complaints and reduce the amount
overdue from Customers on acct of disputes etc .
•Operationalise a low cost bill printing and delivery model, including creating a robust capability
for E-bills
•Enhance the payment network for Postpaid Customers to enhance ease of Bill payment
•Ensure creation of monitoring and control systems to track successful service delivery

APPLICATION PROCESS
Interested candidates should submit their applications on e-mail to: recruit@idp-ea.com, together with the latest copy of CV, telephone and details of their current remuneration on or before Wednesday 30th September 2010.

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