Manager : High Value Partner Mgt_CCG011

Manager : High Value Partner Management (CCG011)

Vodacom Bellville, Western Cape, South Africa

Role Purpose / Business Unit

This role is dedicated to driving service excellence through strategic engagement with Managed Partners, ensuring customers enjoy a seamless and satisfying experience via the contact centre. It provides focused leadership and accountability for frontline teams servicing our high‑value customer segment, overseeing daily operations across outsourced partner sites and ensuring alignment with the established operating model. The position focuses on driving consistent execution of service standards, enhancing team effectiveness, and supporting broader business objectives to deliver positive customer outcomes. It also maintains commercial acumen to optimise partner performance, cost efficiency, and sustainable business outcomes.

Your responsibilities will include

• Build and maintain optimal relationships with key stakeholders within the internal environment and outsourced portfolio
• Manage day‑to‑day activities at outsourced operations
• Manage outsource contracts and ensure service delivery in line with Vodacom’s stringent standards
• Coordinate issue resolution at outsourced operations
• Establish benchmarks and support outsourced operations to achieve targets
• Maintain a culture of continuous improvement to elevate our service offering to customers
• Practice financial prudence and structure operations to achieve efficiencies
• Pro‑actively audit environments to ensure operational discipline
• Conduct outsource vendor negotiation
• Manage budgets for contracts
• Assist with operationalising new lines of business
• Act as an escalation point within Vodacom to champion fixes that impact customer experience
• Engage and manage change requests (CR) across new, renewed, and end‑of‑life stages
• Support Proof of Value initiatives
• Perform health checks to verify partner service commitments and initiate improvement plans if needed
• Drive customer advocacy

The ideal candidate for this role will have

OR

Core competencies, knowledge, and experience

We make an impact by offering

Closing date for applications : 21 November 2025

Base location for this role : Cape Town

The company's approved Employment Equity Plan and Targets will be considered as part of the recruitment process. As an Equal Opportunities employer, we actively encourage and welcome people with various disabilities to apply.

Vodacom is committed to an organisational culture that recognises, appreciates, and values diversity & inclusion.

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