Business Support Order Management

ROLE PURPOSE

• A vacancy exists for a Business Support Specialist within the Order Fulfilment Team at our Vodacom Business Customer. The role's primary function will be to provide operational, administrative, and customer support across the Order Management lifecycle by ensuring the accurate processing, tracking, fulfilment, and closure of customer orders.
• The role is responsible for coordinating activities across multiple stakeholders, maintaining data integrity, resolving order-related issues, and ensuring adherence to service level agreements SLAs to deliver excellent customer experience and support revenue realization.

ROLE REQUIREMENT

Billing Operations

• Manage the end-to-end order lifecycle from order capture to fulfilment and closure.
• Validate customer orders to ensure completeness and accuracy.
• Monitor order progress and proactively resolve delays, exceptions, and escalations.
• Liaise with Sales, Service Delivery, Finance, Operations, and external stakeholders to facilitate order fulfilment.

Order Management Governance

• Monitor compliance with Order Management policies, processes, and governance frameworks.
• Ensure orders are processed in accordance with business rules, controls, and SLAs.
• Conduct audits and quality reviews to identify process gaps, risks, and non-compliance.
• Track and report on key performance indicators KPIs, service levels, and operational performance.
• Investigate order fallouts, escalations, and process failures, ensuring corrective actions are implemented.

Stakeholder Management

• Establish and maintain strong relationships with key stakeholders across the business.
• Facilitate communication and collaboration between departments involved in order fulfilment.
• Act as the primary point of contact for order management governance-related queries and escalations.
• Ensure stakeholders understand and comply with Order Management policies, processes, and service levels.

Continuous Improvement

• Identify process gaps, bottlenecks, and inefficiencies within the order management lifecycle.
• Analyze operational data and performance metrics to recommend improvement opportunities.
• Lead and support continuous improvement projects aimed at enhancing quality, productivity, and customer satisfaction.

PROFESSIONAL COMPETENCIES

• Strong communication and stakeholder engagement skills.
• Ability to work under pressure and meet deadlines.
• Continuous improvement and automation mindset.
• High level of integrity, accuracy, and accountability

QUALIFICATIONS & EXPERIENCE

• Matric
• Relevant Finance/Accounting/Business Administration diploma or degree.
• 5+ years' experience in billing, finance operations, or revenue assurance roles.
• Experience in ICT, telecoms, or managed services billing highly advantageous.
• Strong systems exposure ERP/CRM platforms, billing systems, and reporting tools.
• Proven experience handling complex billing reconciliations and escalations.
• Professional certification in Billing, Revenue Assurance, or ERP systems SAP, Oracle, etc. advantageous