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Project Manager Job in Kenya

Wananchi Group (K) Ltd

Project Manager
Job Purpose / Summary
As a member of the Customer Experience Processes team, the Project Manager will be responsible for the strategy and end-to-end management of the customer experience which is delivered across our customer touch points.  

The organization is responsible for advocating on behalf of the customer across all departments and creating the analysis, insights and compelling story to drive significant business changes.  

The scope will include all types of contacts across the customer’s life cycle including enrollment, billing, usage of services, claims payments and customer service inquiries., with special attention to the Contact Centre.
The primary focus of the organization is to reduce the frequency of customer interactions (contact rate) and ensure the customer’s issue is resolved when they have to call/contact (first call resolution).  

This requires definition, delivery, and execution of clear and consistent customer experience standards, and business processes and policies. 

This position is responsible for employing customer experience guiding principles and customer commitments to support and improve the customer experience.

Reporting to the Customer Experience Processes Manager the Project Manager will be part of the team responsible for:
  • Creating and executing strategy as well as gaining alignment and integration across the business in support of reducing the contact rate and improving the customer experience
  • Representing the "voice of the customer" in company strategy and communications
  • Designing the organizational capability around customer experience and process improvement that supports the business objectives and creates world-class customer service
Key Roles
  • Manage the customer experience dashboard and lead the development of innovative new ways to understand and measure the customer experience
  • Analyze data detailing customer feedback (post call surveys, outbound surveys, online feedback, internal feedback, call recordings) to determine root cause of poor customer experiences and create improvement opportunities. 
  • Implement action plans that improve customer experience performance (reduce contact rate, increase first call resolution, customer satisfaction)
  • Research industry benchmarks and provide best practices for process improvement strategies, measurement strategies, tools, dashboards and satisfaction surveys
  • Develop ideas and partner with internal functions to improve self-service (VRU, web, wireless) capabilities that enhance the customer experience and reduce contact rate
  • Manages end-to-end processes that support customer service, assess impacts of business changes, provide business requirements, recommend solutions, design, test and implement all processes, then validate effectiveness
  • Develop and maintain the documents on processes. Create and evaluate recommendations to improve process design
  • Partner with training organization to create documents, training and learning to develop skilled agents that deliver valuable information to the customer
  • Facilitate and participate in cross-functional problem solving process improvement efforts to understand, document, and improve current processes that improve effectiveness and efficiency.
  • Ensures seamless implementation of new products, product changes, and new system implementations and documents lessons learned and apply to subsequent projects
  • Works with the quality assurance team to evaluate effectiveness of processes, policies and tools, confirm adherence to processes and create opportunities/ideas that reduce contact rate, improve first call resolution and improve efficiencies
  • Responsible for planning, directing and managing department budgets, goals and business objectives
Experience & Background Needed
  • BA/BS degree required. Master's degree or equivalent strongly preferred
  • 5+ years experience leading BPM/continuous improvement activities from ideation through execution (internal to a company, or as an external consultant) or experience in process design/management including proven success in process design, optimization, analysis and documentation in a Telco company.
  • 5+ years project or program management. PRINCE2 Methodology or equivalent Certification would be plus.
  • 5+ years experience managing customer service teams or managing cross-functional programs delivering sustained improvements in customer experience
  • Excellent understanding of business process models and continuous improvement models (Six Sigma Black Belt, LEAN, TQM)  One or more of these certifications will be a plus.
  • Strong knowledge of customer satisfaction drivers; exceptional understanding of policy & process impact to front line employees and customer satisfaction
  • Leadership, strong personal work ethic and initiative, and the ability to build strong cross-functional relationships including those with senior level executives
Other Vital Qualities
  • Experience leading and developing partnerships that do not directly report to this position
  • Excellent verbal and written communication skills; advanced presentation skills.
  • Proficient in MS Office - specifically Excel, Word, PowerPoint, Visio would be a plus.
  • Ability to work effectively as a member of a cross-functional team and to confidently engage and proactively communicate with employees at all levels.
  • Ability to lead effective decision making processes that achieve shared vision across all business units and functions
  • Effective time-management skills and organizational agility, including the ability to balance multiple ongoing projects, tasks and priorities.
  • Excellent analytical, logic and quantitative skills; with a natural tendency to use data in decision-making and prioritization
  • Ability to identify and articulate customer issues/needs and translate them into business requirements and implementation plans.
  • Ability to operate, think and plan at a strategic business level and fully incorporate business strategies within all projects/programs
  • Ability to provide innovative solutions and/or perspective to strategy; high level of flexibility and creativity; open to new ideas and feedback.

Deadline: COB Wednesday the 18th July 2013

Application to be sent to

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