Vf Cash Operations Sr. Specialist

2 weeks ago

Cairo, Egypt Vodafone Full time

**Description**:
To streamline and maintain a robust operations framework to ensure the delivery of a reliable service at all touch points. This function will have responsibility for channels and operational support and delivery of consistent customer experience in line with Vodafone standards & Regulatory requirements.

**Job Responsibility**:
1. Onboard new distribution channels and design operating model ensures optimum performance for all channels and customer touch points and reflects positively on Customers complains reports.

2. Manage end to end contracts life cycle ensuring full delivery to partner bank within the duration set by Central Bank of Egypt reflects positively on Missing Contracts reports.

3. Set operational framework and work closely with all stakeholders to continuously streamline all processes to support the business unit revenue, profit and quality targets.

4. Spearhead consumer products projects contributing to service enhancement, design operating models, robust technical support model and SLAs ensure highest availability and proactive issues detection reflects positively on incidents’ reports.

5. Manage all product’s foundations ensuring constant product availability across all channels in terms of Cash, E-money and system, improving customer complaint reports and product KPIs.
**Key performance indicators**:
1. 98% Contracts delivery to partner Bank
2. Zero failed Cash-in transactions, and 20% decline in Cash-Out transactions YOY
3. 10-20% decline YOY in Global Outages.
Increase service NPS & TNPS by 10% YOY.

**Role Qualifications**:
**Core competencies, knowledge, and experience**:
1. Strong interpersonal skills, Internal & External Stakeholders management and communication skills
2. Strong analytical skills and critical eye
3. Leadership and change management skills.
4. Strong knowledge of market landscape, competitive environment and internal structure/processes.
5. Problem solving and crisis management skill
**Must have technical / professional qualifications**:

- Project management
- Process design and service improvement
- Fintech/ Banking background is a plus

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