Head of COPS Digital & AI Transformation
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
Support the Customer Operation department by transforming the way support is provided, keeping up with technology innovations and digital trends, in order to maximize support efficiency and increase its quality, maintaining optimal management of the function's budget and specific front office resources.
Support and facilitate the simplification, streamlining of processes in the organization, by identifying and building synergies between different Agile and non-Agile functions of the company, while building and operating the Agile tribe in COPS.
Build and be responsible for the execution of the strategy for scaling the support offered through automated channels (self-care, RPA, chatbot) and digital for the most frequent customer requests, thus supporting the TechCO transition, through simplified, automated, robotic processes and equipping the internal chatbot.
Promote a way of thinking oriented towards innovation and experimentation, clear vision and productivity, building on the strengths of team members, with a focus on increasing autonomy and maturity. Act tactically, experiment in response to dynamic and continuous changes in the context, iteratively refine and enrich the experience offered to customers, optimally harmonizing and training cross-functional teams, autonomous by purpose. You have the ability to bring structure and clarity to an ambiguous, constantly changing context.
Responsible for providing a relevant SLA for activation/implementation of newly activated/renewed services, keeping the promise of communicated deadlines.
Main Responsibilities:
• Actively participates in the construction of the COPS strategy, so that it is aligned with the company and Group directions.
• Focus on the growth of subordinates, through coaching, feedback, mentoring.
• Budget management, coordinates the optimal sizing of the Customer Operations department teams through anticipation and planning.
• Builds the customer support automation strategy, by activating and scaling the chatbot channel, in line with the company direction and offering customers a quality experience, which requires as little effort on their part as possible.
• Supports the development of chatbot capabilities.
• Acts as an ambassador of the culture of being open to change, facilitates adaptation in the organization, looks at the support offered to customers from a creative perspective, understanding the dynamics of the market context and future trends.
• Supports and delivers operational excellence, both from a human perspective - culture, values and experience, and from a functional perspective - building and executing a strategy congruent with the company's objectives, streamlining processes, budget management.
• Is responsible for planning and coordinating initiatives executed on the Agile methodology and Waterfall projects, as well as achieving business objectives. Identifies, manages and mitigates program risks and impediments, to facilitate the timely delivery of capabilities and features aligned with the strategic vision.
• Role model in what Agile mindset means, supports the framework and ensures together with the Scrum team its adoption and effectiveness, determines and removes obstacles that could interfere with the ability of teams to achieve assigned objectives.
• Inspires and encourages team members to develop, through coaching, feedback and facilitates the growth of the capabilities of people in the coordinated areas of expertise, so that they are up to date with the latest innovations and techniques in the field.
• Is aware of the views of front-line operational management regarding the causes that lead to sub-standard quality, efficiency and what are their needs.
• Aligns the actions of the quality improvement plan and increasing the effectiveness of processes with those for self-care channels
• Is responsible for meeting the SLA objectives for activation/resignation of new/existing customer services, supporting a trustworthy experience, transparency and keeping promises regarding the terms offered.
• Redesigns the internal activation/resignation processes, in such a way as to maximize operational efficiency, by eliminating unnecessary steps, automating standardized processes and simplifying those that involve process interventions from multiple teams.
• Ensures that the team of analysts supports the Customer Operation functions in achieving objectives, by performing advanced analyses that provide actionable information about agents, customers and how they interact with the customer operations department in order to increase the level of knowledge of agents, reduce the need for customer contact and the degree of and optimize Vodafone's internal processes.
• Is aware of the evolution of business indicators, anticipates and takes preventive measures for the budgetary execution of the Customer Operations department.
• Coordinates the development of forecasts regarding the volume of activity and the consolidation of the human resources budget of the Customer Operations department, in order to achieve their objectives. Ensures that, through the decisions adopted by the Programming team, action is taken to achieve the objectives, and they receive recommendations aimed at achieving the business objectives and maintaining operational excellence.
• Responsible for executing customer call routing strategies: forecasted service level, additional training required, budget influences, additional staffing requirements
Who you are
Skills, knowledge and experience:
• Over 3 years of experience in managing multiple projects in Agile, non-Agile set-ups, synchronization and optimization of work governance, strategy execution.
• Ability to demonstrate proven experience in successfully managing large, complex agile teams in a results-driven environment.
• Advanced leadership skills, coaching.
• Fluency in English.
• GLOBAL PERFORMANCE DRIVERS - VODAFONE:
- Putting customer first
- Performing through our People
- Delivering Results
- Managing a Changing Environment
- Making a Personal Difference
- Communicating for Impact
- Cognitive Power
• Functional skills in:
- situation analysis, solution generation and decision making
- coordination, budget management
- learning and development
- scheduling and forecasting
- communication
- time management
- prioritization
- strategic planning
- conflicting priorities resolution
- negotiation
- improvement processes
Required technical/professional certifications:
• University degree
• Experience with Microsoft Office Suite (Word, Excel, Access, Visio, SharePoint and PowerPoint) and system documentation tools
• Coaching (example: Agile coaching, ICP-ACC)
• Experience with JIRA & PowerPoint
• Agile, Design Thinking, Design Sprint
Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.
What's in it for you
• Hybrid working regime
• Special discounts for Vodafone employees, Friends & Family offers
• Demo telephone subscription - unlimited (voice and data)
• Voucher for the purchase of a mobile phone
• Medical subscription to a top private clinic & other medical benefits
• Insurance for hospitalization and surgical interventions
• Life insurance
• Meal tickets
• Bookster subscription
• Participation in development programs and challenging projects in the leadership area
• Access to internal Wellbeing & Recognition events
• Extra vacation days (for seniority, special events, volunteering)
• You will benefit from specializations in your field of activity, through programs based on modern training methods and systems
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.