Manager Vodacom Business Care Operations

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

What you’ll do

Role purpose:

To ensure an efficient, customer-centric Customer Care operation by leading daily service activities, driving continuous improvement and call-reduction strategies, and upholding high service and performance standards.

The role serves as a key point of reference for senior leadership, fosters strong collaboration with internal and external stakeholders, and develops the team to deliver a superior customer experience aligned with business objectives.

Key accountabilities and decision ownership:

• Oversee daily operations across all customer touchpoints (call center, IVR, digital, back office).
• Ensure efficient resource allocation and optimal performance against KPIs (NPS, CSAT, FCR).
• Implement and monitor service delivery standards for GSM, mobile wallet, and enterprise support.
• Develop and execute strategies for call reduction, self-service adoption, and root cause resolution.

• Analyze Customer Service data to identify trends, gaps, and opportunities for process improvement.
• Drive performance improvement and alignment with best practices.

• Liaise with internal teams, external partners, vendors, and regulators to ensure compliance and high service standards.
• Act as a key point of contact for senior leadership on Customer service performance and improvement plans.

• Champion Customer-centric approaches, driving innovation and improvements in service delivery.
• Monitor and manage key performance indicators, ensuring continuous improvement in Customer satisfaction.

• Lead, coach, and develop the customer care team, fostering a culture of excellence and accountability.
• Manage team development plans, talent agendas, and succession planning.

What we are looking in you:

• Bachelor’s degree in business administration, Management, or related field.
• Minimum 5–10 years’ experience in Customer service or operations management.
• Familiarity with CRM systems, quality assurance protocols, and industry best practices.
• Experience in budget management and resource allocation.
• Proven experience in Customer care operations, preferably in telecom or large corporate environments.
• Strong leadership, stakeholder management, and communication skills.
• Analytical mindset with the ability to interpret data and drive actionable insights.
• Experience in process improvement, compliance, and project management.
• Commercial acumen and understanding of market, competitor, and Customer dynamics.

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.