Team Leader - Vodacom Business CARE Service Management Job at Vodafone (Maputo)

Job Description

Leads the day-to-day service management activities for Vodacom Business CARE, ensuring customer requests are handled accurately and on time. The role coordinates the end-to-end processing of corporate customer account changes (including renewals, cancellations, migrations and value-added services), drives reconciliation of account discrepancies, and works closely with sales, finance and customer support teams to improve customer outcomes, reduce revenue leakage and maintain accurate billing records.

Job Responsibility

Leads the day-to-day service management activities for Vodacom Business CARE, ensuring customer requests are handled accurately and on time
Coordinates the end-to-end processing of corporate customer account changes (including renewals, cancellations, migrations and value-added services)
Drives reconciliation of account discrepancies and works closely with sales, finance and customer support teams to improve customer outcomes, reduce revenue leakage and maintain accurate billing records
Plan and coordinate the team's daily work queue to ensure timely completion of customer account changes (renewals, cancellations, migrations and value-added services) in line with agreed service levels
Provide guidance and quality checks to ensure requests are processed accurately, customer communication is clear, and rework is reduced
Lead investigation and resolution of billing and account discrepancies, coordinating with Finance, Sales, IT and Customer Care to prevent repeat issues and reduce revenue leakage
Monitor performance against customer experience and operational metrics
identify trends, prioritise improvements and implement process changes to increase first-time-right delivery
Coach and support team members through day-to-day problem solving, knowledge sharing and continuous improvement, role-modelling Vodafone Spirit behaviours

Requirements

Bachelor's degree in Business Administration, Accounting, Finance, Management, or a related field (or equivalent practical experience)
Fluent in English and Portuguese (spoken and written)
Experience in customer operations/service management, including process mapping, continuous improvement and quality control in a high-volume environment
Good working knowledge of corporate telecoms service fulfilment and assurance processes, including account changes, order handling and billing principles
Strong analytical skills to investigate account discrepancies, identify root causes and drive preventative actions, using data to prioritise
Service leadership: ability to plan work, manage competing priorities, and deliver against service levels with consistent quality control
Clear communication and stakeholder management (Sales, Finance, IT, Customer Care) to align on outcomes, manage expectations and resolve issues
People skills: coaching, constructive feedback, resilience under pressure,and a customer-first mindset aligned to Vodafone Spirit behaviours

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Team Leader - Vodacom Business CARE Service Management

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