Safaricom Limited, an equal opportunity employer is looking for talented, creative and innovative team players who are excited by the opportunity of pushing the frontiers of this evolving technology, growing our services, exciting our customers and contributing to our community.
To strengthen our existing outstanding Senior Management team, we are looking to fill the following position:
Projects & Process Manager
Ref: CM –P&PM - JUN10
Reporting to the Head of Department - Contact Centre Support, the job holder will be responsible for overseeing and implementing all projects impacting the call centre by ensuring project milestones, contingency plans, implementation and communication work streams are owned and addressed by relevant stakeholders across the company,
The job holder will be responsible for developing all departmental processes and new information system tools to support delivery of consistent and high quality service to our customers.To strengthen our existing outstanding Senior Management team, we are looking to fill the following position:
Projects & Process Manager
Ref: CM –P&PM - JUN10
Reporting to the Head of Department - Contact Centre Support, the job holder will be responsible for overseeing and implementing all projects impacting the call centre by ensuring project milestones, contingency plans, implementation and communication work streams are owned and addressed by relevant stakeholders across the company,
The job holder’s key responsibilities will be to:
- Ensure documentation of system activities in the division;
- Implement easier routines and working methodologies that transform inputs into outputs while measuring results;
- Identify and drive opportunities for process improvement across the segment following the approved Process Improvement Model;
- Ensure ISO compliance within the Customer Care Division;
- Prioritize, initiate, and track all Customer Care projects and those in other divisions that require the Customer Care Divisional input to ensure that all expectations are met and delivered within budget and agreed timelines;
- Allocate project resources, supervise, motivate and evaluate performance on projects;
- Assign tasks; define goals and objectives for the team and ensure development of their skill base;
- Provide a central point of support and management of the Customer Care Billing System, Integrated Network System (IN), Customer Relationship Management System and any other systems used in Customer Care Division;
- Automate service activities and peg them to the Customer Care systems;
- Establish the baseline for scope, budget, schedule, and quality, against which project performance is measured and all changes to the project are controlled;
- Undertake a health check on all systems and ensure optimal system performance.
The ideal candidate should possess the following skills and competencies:
- Degree in Business from a recognized university;
- At least 4-5 years relevant work experience in customer business processes, change management and project management;
- IT qualifications and/or a Masters in Business Management will be an added advantage;
- Experience in Telecommunications / GSM rollout projects and processes;
- Excellent people management skills;
- Highly innovative, creative with excellent analytical and decision making skills;
- Excellent communication skills with exceptional interpersonal and relationship management skills.
Clearly quote the job title and Reference Number.
All applications must be received on or before Friday 2nd July 2010.
The Senior Manager – Talent Acquisition
Safaricom Ltd
Nairobi
Via E-mail to: hr@safaricom.co.ke
