Sales Operations Officer - Zambia at BURN · Lusaka

About the Role The Sales Operations Officer is responsible for day-to-day execution, validation, and support of sales operations activities within the assigned market. The role ensures sales data accuracy, timely reconciliations, commission readiness, stock integrity, and reliable performance reporting, enabling smooth commercial operations and on-time payments. The role requires strong data discipline, field engagement, and cross-functional coordination, acting as the first line of operational assurance between the field, systems, and central commercial operations.

Key Responsibilities and Deliverables 1. Sales Data Management & Reconciliation

• Ensure daily end-to-end reconciliation of sales data, including registrations, serial numbers, payments, and system completeness.
• Investigate and resolve reconciliation gaps, delays, and inconsistencies in collaboration with BI, CX, and Field teams.
• Maintain accurate trackers for reconciled and unreconciled sales in line with defined SLAs.
• Provide timely and accurate reconciliation inputs to support posting, commissions, reporting, and audits.

2. Stock-at-Hand (SAH) Management & Validation

• Monitor agent stock-at-hand (SAH) levels and identify aged or non-compliant stock positions.
• Validate system stock against physical stock through regular field verification.
• Follow up on delayed stock returns, discrepancies, and losses, ensuring proper documentation and adjustments.
• Maintain accurate stock and SAH trackers to support reconciliation and payment readiness.

3. Commission & Remuneration Support

• Prepare and maintain accurate commission data inputs and dashboards for agents and Team Leaders.
• Validate commission data accuracy prior to submission for approvals, including agent eligibility and reconciliation status.
• Support commission cut-off enforcement and correction of data issues ahead of payment cycles.
• Coordinate with Finance and Commercial teams to support timely commission processing.

4. Sales Productivity Monitoring & Reporting

• Monitor and analyse daily and weekly sales productivity for agents and Team Leaders.
• Identify productivity outliers, data inconsistencies, and execution gaps.
• Share structured productivity reports and insights with Commercial leadership and the Sales Operations Manager.
• Support performance discussions with accurate, data-backed inputs.

5. Field Operations & Market Validation

• Conduct a minimum of three (3) field visit days per month within the assigned market in collaboration with Commercial teams.
• Validate SOP adherence across sales execution, stock handling, registration processes, and commission-related activities.
• Verify on-ground data accuracy, including registrations, serial number usage, and payment referencing.
• Validate physical stock against system records and observe sales execution practices.
• Identify training gaps and execution challenges through field observations and data review.
• Document field findings, update trackers, and follow up on corrective actions.

6. Reporting, Controls & SOP Compliance

• Ensure strict adherence to approved Sales Operations SOPs, timelines, and reporting standards.
• Maintain complete and audit-ready documentation across reconciliation, stock, and commission processes.
• Flag SOP deviations, control gaps, or recurring issues for escalation.
• Support internal and external audits through accurate data provision and documentation.

7. Cross-Functional Coordination & Issue Resolution

• Act as the primary operational liaison between field teams, Commercial, BI, Finance, CX, and Logistics.
• Follow up on operational blockers affecting reconciliation, commissions, or reporting.
• Escalate unresolved issues in a timely and structured manner through the Sales Operations Manager.

Skills and Experience:

• Strong analytical and data management skills; comfort working with large datasets and dashboards.

• Experience supporting sales operations, field sales, or agent-based distribution models.

• Strong attention to detail and operational discipline.

• Ability to work independently in a fast-paced, multi-stakeholder environment.

• Willingness and ability to spend time in the field as required.

                                             *Qualified Female Candidates encouraged to Apply*
  

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).