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Solutions Back office senior Specialist

Aggregate function:  Shared Services
Business Area:  Business_VOIS
Posting Country:  Egypt
Date Posted:  6 Mar 2025
Full Time / Part Time:  Full Time
Contract Type:  Fixed Term Contract

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this. 

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Role purpose

The role purpose of the Solutions Back Office Senior Specialist is responsible for managing the end-to-end processes of connectivity termination, cancellation, and suspension. This role ensures timely and accurate execution of procedures, effective communication with customers, and collaboration with internal stakeholders to streamline processes and improve performance metrics.
 

Key Accountabilities and Decision Ownership

  Connectivity Termination Process Management
•    Own the end-to-end connectivity termination process
•    Ensure timely and accurate execution of termination procedures
•    Collaborate with technical teams to ensure smooth disconnection
   Customer Communication
•    Act as the primary point of contact for customers regarding hardware collection
•    Manage and maintain effective communication with customers throughout the termination process & hardware collection related to cancellations
  Performance Reporting
•    Report on termination performance metrics periodically
•    Analyze performance data to identify trends and areas for improvement
•    Present findings to management and relevant stakeholders
Cancellation Process Management
•    Own the end-to-end cancellation process.
•    Ensure all necessary steps are taken to effectively cancel services
•    Communicate with customers for hardware collection related to cancellations
 Stakeholder Management
•    Manage all internal stakeholders involved in the termination and cancellation processes
•    Coordinate with departments to ensure the timely release of all assigned resources
•    Facilitate cross-functional collaboration to streamline processes
 Suspension Process Management
•    Own the end-to-end suspension process
•    Ensure compliance with company policies during suspensions
•    Communicate with customers regarding the status and implications of suspensions
•    Report on suspension performance metrics periodically
•    Monitor suspension trends and assess their impact on customer relationships
•    Suggest improvements based on suspension performance reports
 

Core Competencies, Knowledge and Experience

Core Competencies, Knowledge and Experience:
•    Strong organizational and time management skills.
•    Excellent communication and interpersonal skills.
•    Ability to analyze data and identify trends.
•    Proficiency in using CRM systems and other relevant software.
•    Strong problem-solving skills and attention to detail.
•    Ability to work collaboratively with cross-functional teams.
Must Have Technical Qualifications:
•    Excellent IT skills – Word Processing, Spreadsheets, Databases, Email and Web 
•    Proficiency in CRM systems and other relevant software
•    Experience with data analysis and reporting tools.
•    Knowledge of connectivity Solutions
Must Have Professional Qualifications:
•    Bachelor’s degree in business administration, Information Technology, or a related field.
•    Relevant certifications in project management or process improvement (e.g., PMP, Six Sigma) are a plus.
•    2 years previous experience in a similar role within the telecommunications industry is preferred.

Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

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