ABOUT DIGI:

Digi owns and operates an extensive telecommunications network throughout the country of Belize in wireline, wireless and data services. The company offers and uses a wide range of products and technologies that include fixed line telephone service, fixed wireless, national and international calling services, prepaid services, an advanced LTE mobile network, international voice, and data roaming, Fiber internet and data services.

ABOUT ROLE:

The General Manager (GM) is responsible for the overall management and leadership of Digi’s mobile money solution to achieve its strategic goals and growth.  The GM will drive and deliver exceptional retail business performance through powerful leadership and guidance of staff. The incumbent will manage the overall operations of Digi’s mobile money platform focusing on providing excellent customer service, achieving efficiencies in execution, promoting the product and services. He/she will provide a clear direction on how to achieve business objectives by translating and prioritizing them into business performance measures at the subsidiary level.  As well, build and manage a high performing team by providing leadership, role clarity, training, and career development. This position reports to the Chief Executive Officer.

QUALIFICATION & SKILL REQUIREMENTS:

• Master’s degree in Finance, Business Administration or related field.
• At least 10 years’ experience, progressively responsible operational leadership roles.
• Must have thorough knowledge of operational risk management policies, compliance, and fraud prevention controls.
• Must have in depth knowledge of the Retail segment and an overview of Corporate and Business services.
• Must have in depth understanding of technical support systems.
• Must have detailed understanding of the Channel Management and Service Excellence sub-segment business processes and operational procedures.
• Must have detailed knowledge of the mobile money ecosystem, operating structure and interface of a business.
• Must have thorough understanding of Operational Procedures and Audit requirements.
• Thinks through possible ways to address a challenge and employs creative problem solving.
• In depth knowledge to coach and guide staff in the provision of excellent customer service.
• Commitment to supporting, advocating, and promoting good corporate governance, disclosure, and transparency.

MAIN RESPONSIBILITIES INCLUDE BUT NOT LIMITED TO: 

Resource Management 

1. Managing the resources of the mobile money platform to best meet customer & business needs.
2. Manage staffing levels within Digi’s mobile money platform and be responsible for the management of human resources issues of staff.  Resolve personnel issues, ensuring that employee role profiles/documentation/files are kept up to date.

Responding Flexibly and Awareness 

1. Dealing with multiple/conflicting priorities, frequently reprioritizing and shifting focus during the day.
2. Dealing with difficult or dissatisfied customers in a professional manner.
3. Understand and articulate customer feedback and provide suggestions through the AGM to shape the customer proposition and product offering.
4. Judgment required when detecting forged documents, incorrect signatures, and unauthorized transactions.
5. Filter new information to keep abreast of organizational/ procedural changes and new/ revised products/services.

People-driven Management 

1. Lead the Digi mobile solutions team; creating a positive and empowering environment that fosters energized and creative teamwork as well as encouraging individual ownership, initiative, and challenge of the status quo.
2. Build, develop and motivate a high performing team committed to achieving excellence in customer service and operating efficiencies.
3. Ensure that the team is developed to achieve their maximum potential by coaching them to build awareness of strengths and development needs. Ensure that individual development plans are in place and reviewed annually,
4. Conduct service standards and product knowledge meetings with customer service staff ensuring that the team has a high knowledge of the provision of excellent customer service and product knowledge that meets or exceeds customer expectations.
5. Motivate retail staff to attain service, sales, and referral targets in an environment of continuous change.

Coaching 

1. For all direct reports, agree to challenging performance objectives and measures providing regular feedback and honest assessment on achievement.
2. Communicate Digi’s mobile money platform service and sales strategy to the team, providing ongoing coaching and support, ensuring the provision of excellent customer service as well as recognition of quality sales, referrals, and diversion opportunities.  

PERSONAL ATTRIBUTES: 

1. Strong interpersonal skills, ability to communicate with customers and teams in an honest and direct manner across the organization.  
2. Strong creative skills, ability to confidently present ideas in a solution-oriented manner. 
   • Maintain a high level of professionalism and confidentiality.
   • Maintain a high level of integrity and dependability with a strong sense of urgency and results-orientation. 
   • Agile, collaborative and accountable in the execution of job functions

ABOUT OUR OFFER:

Attractive compensation and benefits package commensurate with experience and qualifications.

If you are interested in joining our team, letter of application accompanied with detailed Curriculum Vitae and contact details of three (3) recent professional referees should be submitted electronically no later than Friday, December 10^th, 2021 and addressed to:

Chief Human Resources Officer

Belize Telemedia Limited

hr@livedigi.com