Job Position Opex Controller & Compliance Manager at Airtel Tanzania
Airtel Tanzania PLC is one of the leading providers of telecommunications and mobile money services with operations across Tanzania. Headquartered in Dar es Salaam, Airtel Tanzania ranks amongst the top 3 mobile services providers in Tanzania in terms of subscribers. Airtel Tanzania offers an integrated suite of telecommunications solutions to its subscribers, including mobile voice , data services as well as mobile money services both nationally and internationally. Airtel Tanzania aims to continue providing a simple and intuitive customer experience through streamlined customer journeys.
Airtel Tanzania PLC was launched in October 2001 and is Tanzania’s most innovative mobile phone operator, which has introduced many “firsts” in the telecommunications sector.
Role Purpose
Airtel Tanzania PLC wishes to recruit for an Opex Controller & Compliance Manager Position. The role reports directly to the Customer Experience Director in Customer Experience Department Department. He/She will be responsible for Customer Service Budgeting and Operating Expense tracking process, Financial analysis, compliance reporting, audit control and monitoring, provision of timely, accurate, and focused information to the customer service director as well as developing and implementing effective business reports to deliver improved decision making and competitive edge.
The Role Holder duties will include but not limited to:
1. Prepare, implement & monitor OPEX forecasts to meet business requirement;
- CX AOP development and management
- Achieve the yearly Opex and Capex Targets within AOP (including shops profitability)
- Preparation and presentation of detailed business justification for business projects
· strategies
2. Flash and Forecast for Customer Experience department;
- Ensure timely inputs are provided to enhance and improve functional planning skills for flash and forecasting process
- Prepare flash and forecast reports for CX and submit to Finance for review/validations
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3. Compliance, Quality, Audit and Monitoring, Analysis and Reporting
- Audit Tracker Implementation and monitoring
- Audit SPOC during reviews
- Contribute to the Internal Audit (IA) function by identifying risks associated with business objectives and evaluating the controls in place to mitigate those risks in order to improve the effectiveness of risk management, control, and governance processes
- Conduct periodic internal reviews, Quality checks or audits to ensure that compliance procedures are followed or direct the internal investigation of compliance issues.
- Provide assistance to internal or external auditors in compliance reviews.
- Assess product compliance or operational risks and develop risk management strategies.
- Maintain documentation of compliance activities, such as complaints received from CAK and investigation outcomes and other appropriate compliance reports with regulatory agencies
- Collaborate with department and unit heads to ensure the implementation of consistent disciplinary action strategies in cases of CX processes compliance standard violations
- Provides input and representation on key compliance initiatives, meetings and committees. Stays abreast of industry and compliance trends; recommends and implements changes to internal CX processes as needed.
- Report and submit regulatory compliance relating to CX as per the requirements and certifications
4. Responsible for documentation of all Customer Experience key processes;
- Availability of current and well documented processes & procedures under this docket
- Documentation of suggested improvement areas as they arise
- Follow through to ensure implementation of any approved suggestions
- Regular snap checks on adherence of CX processes
5. Financial and Reporting;
- Define and implement key Opex lines metrics
- Define and implement cost optimization tracker.
- Monitor and ensure timely preparation and release of CX MAPA reports through efficient / automated / well documented processes
- Timely feedback and response to queries raised
- Shops profitability analysis & ensure accuracy
6. Management Reporting and Reviews;
- Weekly and monthly reporting preparation for department, EC and Group
- Capture and monitoring of actions from reviews/meetings and follow-up for closure
- Departmental performance dashboard preparation
7. Invoice review before submission;
- Ensure compliance to CX DOA / Central BPA guidelines / AOP (Annual Operating Plan) guidelines / norms
- Ensure requisition processing into CIS, EDMS and approval of the requisitions.
- Ensure payments due to supplier/service providers.
- Validate all invoices submitted for payment by the department
8. Drive detailed analytics of customer feedback at all touch points;
- Business Analytics for CX section
- Continuous (monthly) reporting and debriefing on performance and/or progress on CX key focus areas
9. Adherence of Corporate provisioning & Dunning Process;
- Validating corporate provisioning KYC compliance before any activation
- Revalidate list to be barred as received from Business Enterprise against original list and ensure it is approved as per the process
- Ensuring execution of Barring & unbarring as scheduled
- Dunning activities reporting
Academic and Qualifications and Experience;
- Bachelor’s degree in Finance or Accounts with statistical technical discipline
- Professional qualification/certification in Project Management Techniques and related disciplines
- MBA is an added advantage
- 6-7 years’ Working experience in marketing, business analysis, customer experience or customer management with targeted work output to driving retention & product development and also overseeing the development & implementation of loyalty programs while managing a team of specialists.
- Good knowledge of Customer Service systems
- Experience on delivering multiple complex projects and institutionalizing
- P&L Management
- Competent with MS Office applications
- People management
Competencies and Behavior required;
- Able to operate in a performance driven organization
- Good organizational and team work skills
- Self-motivated, enthusiastic, energetic
- Attention to detail
- Confident, assertive with good negotiation skills
- Excellent time Management Skills
- Customer-centric
Deadline for receiving applications is 19 November 2021.
Only shortlisted candidates will be contacted.
We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants on the basis of; among others, their race, disability, religion or gender. All employment opportunities are decided on the basis of qualifications, merit and business need.
“Airtel Tanzania Plc does not charge any fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it”.
HOW TO APPLY: CLICK TO APPLY ONLINE VIA OFFICIAL WEBSITE
