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Job Details
Profession Globe

HEAD OF CUSTOMER SOLUTIONS in Gauteng

 

This job was posted by Belay Rapid Resources
This job listing has been viewed 1598 times
Company Name ***Please register your free account or log in to view***
Skill Level N/A
Country South Africa
City Gauteng
Suburb Johannesburg
Remuneration Negotiable
Remuneration Structure N/A
Employment Type N/A
Contact Details ***Please register your free account or log in to view***
Job Description Job Purpose
Responsible for managing the various customer applications i.e. Rewards and general Development, AMS (campaign analytics tool), CES (campaign execution tool) as well as the support desk for these applications. To oversee the various projects by tracking and monitoring the project plans. To strategically manage the customer relationship.

Qualifications/Skills/Experience:
• Diploma/Degree in IT related discipline advantageous
• 6-8 years Software Development experience in C#,SQL and .NET
• Microsoft Windows XP/Vista/7 and Windows Server.
• At least 2 years experience in a supervisory/leadership role
• Project Management experience is desirable
• Knowledge of database architecture and design MS Office skills essential
• Ability to interpret written requirements and technical specification documents.
• Ability to code software according to published standards and design guidelines.
• A commitment to quality and a thorough approach to the work.

KEY PERFORMANCE AREAS
Team Management
• Ensure that roles and responsibilities are clear and that resources are aligned with business requirements.
• Sets clear objectives and measurables of the team.
• Lead and develop strong, confident and effective teams.
• Determine and implement appropriate structures and ensure proper resource planning and clear succession planning is implemented.
• Assist team in planning and prioritising their workload.
• Track and monitor deliverables and overall performance of team.
• Provide mentorship, knowledge-sharing and direction to the team.
• Responsible for the recruitment of staff.
• Continuity and succession planning prevalent in day-to-day thinking and execution.
• Corrective action implemented on ineffective or disruptive team members.
• Upholds a culture of delivery, professionalism, and other values of the company.
• Upholds and inspires a positive attitude to work and others in team.
• Gains and maintains the respect of others and peers
• Facilitates professional and effective meeting etiquette, including a clear agenda, expectations of attendees, and minutes.

Financial/Legal Management
• Provide input to budgeting process.
• Remain focused on the financials and the impacts that own actions have on the EBIT line.
• Ensure that contracts are signed, renewed timeously, annual renewal and pricing negotiations completed, etc.
• Provide business cases for additional investment, disinvestment, or reassignment of resources based on the financial impact and business need.
• Escalate any risks identified.
• Provide assistance to team members in terms of financial and legal matters.
• Serve as a point of escalation for any challenges/issues.
• Authorise all invoices.

Professionalism/Service Excellence/Customer Service
• Committed to the achievement and maintenance of quality, sets high standards for Self and others
• Provides a prompt, efficient and personalised service to clients, goes out of his/her way to ensure that customer needs are met.
• Resolution of delegated client queries.
• Ensuring client understanding and acceptance of recommended/implemented solution (with advice/assistance from supervisor).
• Documents, presentations, written communication are in consistent templates, following logical flows.
• Always punctual.
• Professional appearance.
• Every action, small or big, is treated with a sense of urgency.
• Equips oneself with the knowledge of our products, services and solutions to be able to provide first line pre-sales support or represent P: Cubed's interest during discussions with clients.
• Integrates effectively with peers and other teams.

Strategic Supplier Management
• Build strong personal relationships with our suppliers.
• Discuss and align on various commercial opportunities for each client where they are joint clients
• Discuss joint proposal opportunities, and actioning where appropriate
• Discuss and react to industry and legislative environment
• Share knowledge on competitors, and defense/attack strategies.
• Effective lobbying of customers and industry bodies for desired outcomes that support the P:Cubed business model.

Support
• Set up and oversee the support desk operations.
• Prompt acknowledgement of client queries via phone or email.
• Ensures that all support calls are recorded and reported on.
• Thorough investigation into client queries, breaking down the problem and getting to the root cause.
• Explaining the problem and the solution proposed to the client.
• Estimating time to fix the problem.
• Handle escalations from team members.

Technical
• Demonstrates detailed knowledge and expertise in relation to the job, readily absorbs new technical information and keeps up to date in specialist areas
• Full understanding and sound knowledge of the relevant programming languages.
• To ensure that the technical requirements are in line with standards.
• Keeps abreast of technical expertise, trends and skill