Role purpose:
Manages and leads a team of employees. Communicates company goals, and
deadlines to team. Motivates team members and assesses performance. Provides
help to management, including hiring and coaching and keeps management updated
on team performance. Communicates concerns and policies among management and
team members.

Key accountabilities and decision ownership
Team Coaching and Development
* Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.
* Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Targets
* Facilitate performance reviews using the "Performance Dialogue" Framework for team members.
* Ensure all team members adhere to Vodafone policies and procedures.
* Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.
Team Support
* Manage the Human Resource aspects of your team members including the provision of support, counselling, guidance and advice.
* Organise and facilitate Team Meetings and provide feedback to Business Managers
* Ensure efficient and effective communication of information to team members
Customer Support
* Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through regular sessions.
* Be a point of escalation in the handling of customer queries and complaints to the point of resolution
* Maintain an up to date personal and team knowledge of Vodafone products and services.

Core competencies, knowledge and experience
* Leading a team, showing strong ability to influence and achieve results through virtual teams
* Create strong partnerships based on personal influence and credibility. Lead people and resources.
* Negotiation skills, excellent presentation skills, flexibility to adapt concepts and proposals to customer priority areas.
* Strong communication and decision making skills - ability to balance conflicting interests

Must have technical / professional qualifications:
Essential
* C1-C2 Spanish language proficiency
* Very good English spoken and written
* Customer service/Enterprise background is essential
* Being in a managing role with Spain Local marker before
* Proven ability to understand new areas quickly and represent with credibility & presence
* Strong communication skills - able to convey understanding with customers and in Vodafone local markets, Affiliates and Partners
* Strong analytical skills - able to analyse information & articulate results to stakeholders within short timeframes
* Strong decision making skills - able to identify key business issues and balance conflicting interests
* Good understanding of Vodafone Enterprise unit and their competitive position in the global market
* Advanced MS tools skills
* Experience in back-end teams, on-loan opportunities or Enterprise
Desired
* Experience in a Team leading position is an advantage.
* Engaged with the corporate life is an advantage
* C1 certified or any Spanish diploma will be an edge.

_VOIS